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HUMAN RESOURCE PLANNING Midland Terraces A.

Human Resource Requirements

Operations Manager Secretary

Food and beverages Cashier Cook

General services

Information and Reservation

Security

Gardener

Laundry Roomboy

Security personnel

Helper (2) Waiter (2) Pool attendant

B. Job Descriptions and Qualifications A. Operations Manager


Education Work Experience Skills/ Work Ethics/ Personality Typical Activities Job Functions and Descriptions

Degree in Hospitality, Tourism or Business preferably and an advantage for masters degree holder.

Two years experience in the hotel and venue management industry ( in lieu of the experience a post-graduate study in business can be considered)

Comprehensive understanding on organizational and governance structure, and general policies and regulations in Hotel and resort industry Interpersonal and communication skills Leadership and management skills Teambuilding skills Excellent judgment skills Strong-willed Decisive

planning and organizin g accommo dation and other resort services; promotin g and marketin g the business; managin g budgets and financial plans as well as controllin g expendit ure; maintaini ng statistical and financial records; setting and achieving sales and profit targets; analyzing sales

Responsible for the day-to-day management of the resort and its staff. He has commercial accountability for budgeting and financial management, planning, organizing and directing all resort services, including frontof-house (reception, concierge, reservations), food and beverage operations and housekeeping. He often have a specific remit (guest services, accounting, marketing) and make up a general management team. While taking a strategic overview and planning ahead to maximize profits, he must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations.

figures and devising marketin g and revenue manage ment strategie s; recruiting , training and monitorin g staff; planning work schedule s for individual s and teams; meeting and greeting customer s; dealing with customer complain ts and comment s; addressin g problems and

troublesh ooting; ensuring events and conferen ces run smoothly ; supervisi ng maintena nce, supplies, renovatio ns and furnishin gs; dealing with contracto rs and suppliers; ensuring security is effective; carrying out inspectio ns of property and services; ensuring complian ce with licensing

laws, health and safety and other statutory regulatio ns.

B. Cashier
Education Work Experience Skills/ Work Ethics/ Personality Typical Activities Job Functions and Descriptions

Graduate of any 4 year course preferably business course.

6 months cashiering experience.

Well verse with cash management and the related internal control Exposed to the different possible investment opportunities Computer literate particularly Excel and other related software Excellent verbal communication skills Honest and written

Compute and record totals of transactio ns. Count money in cash drawers at the beginning of shifts to ensure that amounts are

The cashier asks the patron if the meal was acceptable and assists with any last-minute service issues. She takes the bill from a customer, rings it up on the cash register and accepts payment. She processes credit cards, takes cash and makes change. She is responsible for the money in the cash register and must account for it at the end of her shift. She often acts as hostess and shows patrons to their tables, especially during busy times. She also completes some chores such as wiping off menus and is expected to keep their working area neat and tidy.

correct and that there is adequate change. Establish or identify prices of goods, services or admissio n, and tabulate bills using calculator s, cash registers, or optical price scanners. Greet customer s entering establish ment. Issue receipts, refunds, credits, or change due to customer s. Compile and maintain non-

monetary reports and records. Keep periodic balance sheets of amounts and numbers of transactio ns.

C. Secretary
Education Work Experience Skills/ Work Ethics/ Personality Typical Activities Job Functions and Descriptions

At least a graduate of a 2 year course.

Fresh graduate is acceptable but an experience as an administrative assistant or secretary a plus factor.

Excellent organizational and communication skills, both written and verbal Excellent knowledge of Microsoft Office and other computer skills Ability to work well and prioritize in a fast paced multi-project environment with a high level of detail and accuracy Presence and personal credibility to quickly establish successful relationships

prepare and manage correspon dence, reports and documents organize and coordinate meetings, conference s, travel arrangeme nts

The Secretary must read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution. She must open, sort and distribute incoming correspondence which also includes faxes and emails. She must also meet visitors and determine whether they should be given access to specific individuals. There is some correspondence that is routine and she may respond to all these types of correspondence. She is the one who does such things as ordering supplies, maintaining records and performing basic

High degree of judgment, problem solving and independent thinking

take, type and distribute minutes of meetings implement and maintain office systems maintain schedules and calendars arrange and confirm appointme nts organize internal and external events handle incoming mail and other material set up and maintain filing systems set up work procedure s collate informatio n

bookkeeping.

maintain databases communic ate verbally and in writing to answer inquiries and provide informatio n liaison with internal and external contacts coordinate the flow of informatio n both internally and externally operate office equipment manage office space

D. Reservation and Information Officer

Education

Work Experience

Skills/ Work Ethics/ Personality

Typical Activities

Job Functions and Descriptions

Graduate of Hospitality. Tourism or Business Course.

6 months experience in a hotel or resort.

Pleasing Personality Ability to work well and prioritize in a fast paced multi-project environment with a high level of detail and accuracy Presence and personal credibility to quickly establish successful relationships High degree of judgment, problem solving and independent thinking

Answers inquiries regarding such as accommo dations, reservatio ns, policies and procedur es. Confer with customer s to determin e the service requirem ents. Contact customer s to confirm reservatio ns. Plan accommo dation details. Gather

Receiving request from tourists / Travel agents then build up products /services suitable to the request, making quotation for the product / services and communicate clients / travel agents to give them offer. Making Reservation of accommodation, services with service providers based on clients booking or clients itinerary. Coordinate with operations manager for arranging service requirements, with accounting department for payment.

and compile visitor statistics.

E. Waiter Daily Tasks: 1. Check patrons' identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages. 2. Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff. 3. Take orders from patrons for food or beverages. 4. Check with customers to ensure that they are enjoying their meals and take action to correct any problems. 5. Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required. 6. Prepare checks that itemize and total meal costs and sales taxes. 7. Remove dishes and glasses from tables or counters, and take them to kitchen for cleaning. 8. Present menus to patrons and answer questions about menu items, making recommendations upon request. 9. Inform customers of daily specials. 10. Clean tables and/or counters after patrons have finished dining. 11. Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine. 12. Explain how various menu items are prepared, describing ingredients and cooking methods. 13. Prepare tables for meals, including setting up items such as linens, silverware, and glassware. 14. Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee. 15. Stock service areas with supplies such as coffee, food, tableware, and linens. 16. Garnish and decorate dishes in preparation for serving. F. Cook

Daily Tasks: 1. Inspect food preparation and serving areas to ensure observance of safe, sanitary food-handling practices. 2. Turn or stir foods to ensure even cooking. 3. Season and cook food according to recipes or personal judgment and experience. 4. Observe and test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils. 5. Weigh, measure, and mix ingredients according to recipes or personal judgment, using various kitchen utensils and equipment. 6. Portion, arrange, and garnish food, and serve food to waiters or patrons. 7. Regulate temperature of ovens, broilers, grills, and roasters. 8. Substitute for or assist other cooks during emergencies or rush periods. 9. Bake, roast, broil, and steam meats, fish, vegetables, and other foods. 10. Wash, peel, cut, and seed fruits and vegetables to prepare them for consumption. 11. Estimate expected food consumption; then requisition or purchase supplies, or procure food from storage. 12. Carve and trim meats such as beef, veal, ham, pork, and lamb for hot or cold service, or for sandwiches. 13. Coordinate and supervise work of kitchen staff. 14. Consult with supervisory staff to plan menus, taking into consideration factors such as costs and special event needs. 15. Butcher and dress animals, fowl, or shellfish, or cut and bone meat prior to cooking. 16. Keep records and accounts. 17. Plan and price menu items. G. Helper 16.1. Wash dishes, glassware, flatware, pots, and/or pans using dishwashers or by hand. 16.2. Clean garbage cans with water or steam. 16.3. Maintain kitchen work areas, equipment, and utensils in clean and orderly condition. 16.4. Place clean dishes, utensils, and cooking equipment in storage areas. 16.5. Prepare and package individual place settings. 16.6. Sort and remove trash, placing it in designated pickup areas. 16.7. Sweep and scrub floors. H. Janitor 1. Must keep the floors clean by sweeping, mopping, scrubbing or vacuuming them. 2. In charge of gathering trash and emptying it in the main containers to be picked up by trash collectors.

3. In charge of servicing, cleaning and supplies the bathrooms. 4. In charge of most all of the cleaning and keeping of the building. I. Gardener 1. 2. 3. 4. 5. Maintain and take care of the nursery of the resort. Will ensure that the soil he is working with is of the right quality and in good condition. He may also plant flowers, trim shrubs and trees, and water, feed and transplant. Laying down soil moisturizers. Cut and water lawns, remove dead leaves.

J. Pool Attendant
1. 2. 3. 4. 5. 6. 7. 8. 9. Arrive 10 minutes before the shift begins. Unlock the entrance to the pool, the pump room, and the restroom. Check to ensure that all equipment is functioning properly. Check and maintain the Color, Chemistry, and Clarity of the pool water. Complete the opening, mid-day, and closing duties checklist. Clean and maintain the pool deck throughout the shift. Clean and maintain restroom throughout the shift. Develop and maintain a friendly relationship with members of the pool. Maintain pool cleanliness, safety, and guest relationships by hourly walks around the deck and pool.

K. Laundry Personnel
1. To provide professional laundry and dry cleaning service to guests, crew and departments on board and within the limits of established company policy and procedures.

L. Room Boy 1. Clean and service assigned rooms or areas according to established standards and procedures including making bed, dusting, vacuuming, cleaning and sanitize bathrooms, removing trash. May include cleaning of kitchen areas, room refrigerator, coffee author, cups, eyeglasses, silverware. M. Security Personnel

1. Patrol industrial and commercial premises to prevent and detect signs of intrusion and ensure security of 2. Answer alarms and investigate disturbances. 3. Monitor and authorize entrance and departure of employees, visitors, and other persons to guard against

doors, windows, and gates.

theft and maintain security of premises.

4. Write reports of daily activities and irregularities, such as equipment or property damage, theft, presence of

unauthorized persons, or unusual occurrences.

5. Call police or fire departments in cases of emergency, such as fire or presence of unauthorized persons. 6. Circulate among visitors, patrons, and employees to preserve order and protect property. 7. Answer telephone calls to take messages, answer questions, and provide information during non-business

hours or when switchboard is closed. 8. Warn persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary. 9. Operate detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas. 10. Escort or drive motor vehicle to transport individuals to specified locations and to provide personal protection. 11. Inspect and adjust security systems, equipment, and machinery to ensure operational use and to detect evidence of tampering. 12. Drive and guard armored vehicle to transport money and valuables to prevent theft and ensure safe delivery. 13. Monitor and adjust controls that regulate building systems, such as air conditioning, furnace, or boiler. C. Training Plan 1. Customer Service Training - While serving the public can be difficult, doing so in the hospitality industry carries its own set of challenges. This course is designed specifically for those who work in hotels, motels, resorts, clubs, bars, and restaurants. Besides learning how to deliver exceptional customer service, participants will also gain valuable skills for reducing stress while they deal with even the most demanding customers. At the program's conclusion, participants should be able to: Describe exceptional customer service.

Identify its benefits on a personal and professional level. Recognize barriers to its delivery. Demonstrate how to measure customer-satisfaction levels and take corrective action if needed. Understand different customers' behavior styles and know how to adjust to each. Use and explain techniques for dealing with angry, upset, or disappointed customers. Practice stress-reduction tactics for their own well being and motivation. Develop a personal action plan to improve their customer-service skills. 2. Languages and Job Skills Training This training will provide language proficiency in English seminar and specific job skills training for the employees of the resort.

D. Motivational Programs 1. Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible working schedules. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs 2. Employee Assistance Programs: Various assistant programs are arranged like external counseling service so that employees or members of their immediate family can get counseling on various matters. 3. Harassment Policy: To protect an employee from harassments of any kind, guidelines are provided for proper action and also for protecting the aggrieved employee. 4. Maternity & Adoption Leave Employees can avail maternity or adoption leaves. Paternity leave policies have also been introduced by various companies. 5. SSS, Pag-ibig, Philhealth: These insurance schemes provides adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy. 6. Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.

E. Hiring and Firing Policies F. 1. Hiring Policies G. a. All applicants must complete an employment application. Midland Terraces will require a resume' and letters of reference depending on the position being applied for.. An application must be completed before an applicant will be considered a candidate. b. Following the Company's review of all completed applications, the Operations Manager will begin interviewing the most qualified candidates. Those who do not meet our employment requirements for whatever reason will remain classified as applicants. Applicants may apply once each month for candidate status. H. a. The Company will make conditional offers of employment to those candidates selected during the interview process. The conditional aspect of the job offer depends on the employee's agreeing to acknowledge company policies in writing, consenting and passing all necessary drug, background and reference checks and finally any other condition that should be met before the candidate may consider themselves an employee. I. a. Following an acceptance of an offer of employment, all new employees will be given a start date and location to report for an orientation session. Orientation is paid. During the orientation, the new employees will be given workplace rules, policies and other information about their positions. Authorization forms and policies must be signed at this time BEFORE actual work is performed. 2. Hours of Work K. L. The ordinary hours of work of a full-time employee are an average of 40 hours per week. Any excess of said hours will be computed as overtime pay. Overtime pay rates depend upon the day the work is performed, whether it is ordinary working day, special day, holiday or rest day. For ordinary working day, an additional compensation equivalent to his regular hourly rate plus at least 25% thereof. For holiday, special day and rest day, an additional compensation equivalent to the rate for the first eight hours on a holiday or rest day plus at least 30% thereof. M. N. Propos ed Schedule O. P. Operatio ns Manager On-call (Flexi-time) Q.

J.

R. Pool Area S. T. Gardene r 8:00 am 5:00 pm U. Pool Attendant 8 am 8 pm V. Life Guard 10am 10 pm W. X. Restau rant Y. Z. Cashier - 3:00 closing time (12 midnight) AA. Waiters 1:00 pm closing BB. Cook 1:00 pm closing CC. Helper 5:00 am to 3:00 pm DD. EE. Front Desk Office FF. GG. Informa tion and Reservation Personnel 8:00 5:00 pm HH. Laundry Personnel 8:00 5:00 pm. II. Security Guard 3 shifts JJ. KK. 3. Code of Ethics Ensure that honesty and integrity are essential components of every client representation, oral or written. Treat all its clients in a fair and honest manner and offer the best rates possible. Offer correct information about the services offered, terms of offer and charges. No misleading descriptions or claims regarding the resort or its services. No false assurances are made to encourage bookings. Provide the most up to date and accurate information as related advertized listings on the website. Ensure that the customer is treated with dignity and offered all the services that were promised to him at the time of booking. Respond quickly to all customer queries and resolve doubts promptly.

Ensure that client information is kept confidential and not passed on to a third party. Help visitors with information on the local tourist attractions and arranging vehicles for travel. Guide customers about the local customs and delicacies. Listen to customer complaints and act to resolve them promptly. 4. Harassment Policy LL. Midland Terraces is committed to maintaining a quality work environment free of harassment. It is therefore the companys policy to expressly prohibit our employees from engaging in harassment based on age, color, gender, pregnancy, national origin, race, religion, sexual orientation, disability, genetic information, status as a disabled veteran or veteran or any other status protected by law. MM. Conduct strictly prohibited by this policy is that which (1) relates to an individuals age, color, gender, pregnancy, national origin, race, religion, sexual orientation, disability, genetic information, status as a disabled veteran or veteran or any other status protected by law. NN. OO. In addition, sexual harassment, unwelcome sexual advances, requests for sexual favors, or conduct of a sexual nature is expressly prohibited under this policy when such conduct: PP. is explicitly or implicitly made a term or condition of employment, or QQ. submission to or rejection of such conduct is the basis or a factor in any decision affecting the individuals employment. RR. 5. GROOMING STANDARDS SS. TT. It is important that the impression we give our guests in both service and appearance is professional and friendly. Our focus is on presenting a guest-friendly and approachable style that fosters interactions and communication between you and our guests. We believe it is possible to allow employees to express their individuality and at the same time meet our guest-friendly and professional appearance standards. Gum chewing, smoking, chewing tobacco, snuff and the use of toothpicks is prohibited in public areas in front of the guest and while in uniform. Please limit the usage of these to areas designated by your supervisor. Indoor smoking in the workplace, including food and beverage outlets, is prohibited. UU. VV. Hair Hair should be clean and neatly styled, and if colored, only natural shades should be used. WW. Hair should be styled in such a way that the face and eyes are clearly visible at all times. XX.

For men, long hair is acceptable ONLY if it is neatly pulled back and secured in a ponytail.

YY. Sideburns must be well trimmed (no flares), and above the bottom of the ear. ZZ. Longer hairstyles must always be tied back when operating machinery. AAA. Radical or fad hairstyles are not acceptable. BBB. CCC. DDD. Uniforms/Dress EEE. All employees are expected to dress professionally and appropriately for their circumstances and function. Damaged, soiled or worn-out clothing is not acceptable. Sleeveless tee shirts, low cut or low-hanging pants, low-cut tops and attire that display the midriff area are not acceptable. FFF. GGG. Military fatigues are not acceptable for office personnel or for staff who are in contact with the public. HHH. Promotional clothing for other resorts, alcohol and tobacco companies or which display a political message, may not be worn on the job and/or while in uniform. III. All hats are to be worn in the manner in which they were designed (for example, baseball type caps are to be worn with the bill to the front and not turned up or worn backwards). JJJ. Certain staff is required to wear a uniform during working hours. Employees are expected to wear Companyprovided uniforms in the appropriate manner as described by their department management. KKK. LLL. Employees should not, under any circumstances, loan, give or sell their uniform to any other person. MMM. Uniforms and clothing owned by the Company should not be worn off the premises after working hours and must not be worn while skiing on a day off or while consuming alcohol. NNN. The use of cell phones, IPods, MP3 players, walkmans, discmans, boom boxes, other personal audio or electronic devices while on duty or in uniform is prohibited without the express authorization of the Operations Manager. OOO. Employees who are furnished with clothing are expected to keep Company issued clothing in good condition and to arrange for regular cleaning according to

departmental standards. Employees should be in proper uniform during all working hours. PPP. 6. Separation from the Job QQQ. RRR. Employees separating from the Company voluntarily are requested to extend a courtesy notice, in writing, of their expected date of separation (customarily one month prior) and the reason for the separation to the Operations Manager as soon as possible. This enables the supervisor to take the necessary steps to minimize the impact of losing the employee on the operating group. Abandoning or leaving your position with no notice will result in your being designated not eligible for rehire. Employees not fulfilling the commitment will normally not be eligible for rehire. When an employee gives notice of separation to accept a position with a competitor, the Company may elect to excuse the employee from further work duties immediately. SSS. 7. DISCIPLINARY AND TERMINATION GUIDELINES TTT. UUU. The Company is an at-will employer, meaning that, just as an employee may terminate his or her employment at any time, with or without cause, the Company may terminate the employment relationship at any time, with or without cause or notice. If it becomes necessary to discipline an employee because of, but not limited to, unsatisfactory job performance, unexcused tardiness/absence, or violation of Company policies or rules, the Company may elect to use progressive steps in the disciplinary process such as a verbal discussion and warning by the employees immediate supervisor to correct the problem; formal written warning, with or without, short-term unpaid suspension; and termination of employment. However, such steps are not mandatory and it is in the Companys sole discretion whether to use such steps, the order in which to use them, and whether to proceed directly with termination. In addition, the action taken by management in an individual case should not be assumed to establish a precedent in other circumstances.