INTRODUCTION

It is nestled in the heartland of Tagaytay where whiff of Cool Mountain

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, to your shopping spree. Come and
experience ... Tagaytay Country Hotel grandeur of nature 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 Paraaque, with 68 rooms the hotel is
rated as Standard Hotel by the DOT and 4 star hotel rate by the
Philippine Travel and Tours Inc. for its amenities and services. Tagaytay
Country Hotel is manage by Ms. Analyn Sio (Resident Manager).

Tagaytay City is considered as the "second summer capital" of the

country next to Baguio City because of its crisp and cool weather
climate,balmy winds and foggy mists all year round. It is a treasure box
of pleasure points by itself. It is a perfect picnic spot. Tagaytay, however,
is more than a picnic haunt. 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 splendour of
"TAGAYTAY COUNTRY HOTEL". Thus, the masterpiece of nature
that is Tagaytay is not to be missed for tourist itinerary. It should always
include a visit to the Volcano Island enumerable side spots. Tagaytay
City, located 2,500 feet above sea level, enjoys a cool climate
characterized by a relatively low temperature, low humidity and
abundant rainfall. Average temperature is 22.7 degrees Celsius. Tagaytay
Country Hotel offers 68 elegantly designed guest rooms and function
rooms with complete amenities and facilities that can accommodate 500
to 800 persons.

Restaurants
Experience Country Food and desserts in a cozy countryside ambiance
here at Country Caf 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).
Caf Amadeo A right place were 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 suchas aroma therapy bath, healing massage, sauna bath, and
other relaxationtreats like Facial Care, Body Treatment, Hand Care,
Detoxification and Hair care
Facilities
Aside from the room amenities, Tagaytay Country Hotel offers the
following facilities to its guests.
Sports Facilities:
Tennis Court
Badminton Court
Swimming Pool

Open Basketball Court

Indoor Basketball Court
Billiard and Table Tennis
Dart
Other Facilities:
Laundry shop
Spacious parking lot
Business center
Safety deposit box

LOCATION MAP

Tagaytay Country Hotel is located within Olivarez Plaza

alongAguinaldo Hi-way, the Business district of Tagaytay City 56 km

travel fromManila to Tagaytay. The place is near view site at Tagaytay

Rotonda, thehotel is beside Caltex at the right side of the map and across
caltex is jollibee.Mc Donalds is the easiest land mark to find Olivarez
plaza and TagaytayCountry Hotel.
The left side of Emilio Aguinaldo highway leads to silang,
dasmarinasand carmona,on the right side it leads you to rotonda an
intersection thatleads to tagaytay highlands and batangas.
olivarez plaza also have a short cut at the back side leading to
tagaytayhiglands. this place is also near a jeep ang van terminal, a few
blocks away,across the street the plaza is also a bus stop going to silang,
dasma and carmona.

ORG. CHART

DUTIES AND RESPONSIBILITIES

Managers are responsible for keeping their establishments efficientand
profitable. In a small establishment with a limited staff, the manager
mayoversee all aspects of operations. However, large hotels may employ
many ofworkers, and the general manager usually is aided by a number
of assistantmanagers assigned to the various departments of the
operation. In hotels ofevery size, managerial duties vary significantly by
job title.
The GENERAL MANAGER, for example, has overall responsibility
forthe operation of the hotel. Within guidelines established by the
owners of thehotel or executives of the hotel chain, the general manager
sets room rates,allocates funds to departments, approves expenditures,
and establishesexpected standards for guest service, decor,
housekeeping, food quality, andbanquet operations. Managers who work
for chains also may organize andstaff a newly built hotel, refurbish an
older hotel, or reorganize a hotel or motelthat is not operating
successfully. In order to fill low-paying service andclerical jobs in
hotels, some managers attend career fairs.
Assistant Manager, help run the day-to-day operations of the hotel. In
hotels, they may be responsible for activities such as personnel,
accounting,office administration, marketing and sales, purchasing,
security, maintenance,and pool, spa, or recreational facilities. In smaller
hotels, these duties may becombined into one position. Some hotels

allow an assistant manager to makedecisions regarding hotel guest

charges when a manager is unavailable.
Computers are used extensively by hotel managers and theirassistants to
keep track of the guest's bill, reservations, room assignments,meetings,
and special events. In addition, computers are used to order
food,beverages, and supplies, as well as to prepare reports for hotel
owners andtop-level managers. Managers work with computer
specialists to ensure thatthe hotel's computer system functions properly,
managers must continue tomeet guests' needs.
Computers are used extensively by hotel managers and theirassistants to
keep track of the guest's bill, reservations, room assignments,meetings,
and special events. In addition, computers are used to order
food,beverages, and supplies, as well as to prepare reports for hotel
owners andtop-level managers. Managers work with computer
specialists to ensure thatthe hotel's computer system functions properly,
managers must continue tomeet guests' needs.

Manage the hotel's business plan or direction

Hire and train new staff

Handle requests and complaints from guests

Keep records, plan budgets and deal with accounts

Advertise the hotel and deal with tour operators

Supervise the day-to-day running of the hotel

Greet guests

Take bookings and allocate rooms

Devise the annual business plan for the hotel

Having final say in quality and cost control

Resident Manager lives in hotels and is on call 24 hours a day to
resolve problems or emergencies. In general, though, they typically work
an8-hour day and oversee the day-to-day operations of the hotel. In
manyhotels, the general manager also is the resident manager.
Executive Housekeeper ensures that guest rooms, meeting and
banquet rooms, and public areas are clean, orderly, and well
maintained.They also train, schedule, and supervise the work of
housekeepers; inspectrooms; and order cleaning supplies.
Front Office Managers coordinate reservations and room
assignments, as well as train and direct the hotel's front desk staff.
Theyensure that guests are treated courteously, complaints and problems
areresolved, and requests for special services are carried out. Front

officemanagers often have authorization to adjust charges posted on a

customer's bill.
Executive Chef will train and manage kitchen personnel and
supervise/coordinate all related culinary activities; estimate food
consumptionand requisition or purchase food; select and develop
recipes; standardizeproduction recipes to ensure consistent quality;
establish presentationtechnique and quality standards; plan and price
menus; ensure properequipment operation/maintenance; and ensure
proper safety and sanitation inkitchen. The executive chef may cook
selected items or for select occasions.The executive chef may oversee
special catering events and may also offerculinary instruction and/or
demonstrate culinary techniques. The executivechef directly supervises
kitchen personnel with responsibility for hiring,discipline, performance
reviews and initiating pay increases. Typically reportsto a food service
director.
Sales & Marketing Manager directs the actual distribution or
movement of a product or service to the customer. Coordinate
salesdistribution by establishing sales territories, quotas, and goals and
establishtraining programs for sales representatives. Analyze sales
statistics gatheredby staff to determine sales potential and inventory
requirements and monitorthe preferences of customers.
Chief Engineer, Manages all engineering/maintenance operations,
including maintaining the building, grounds and physical plant with
particularattention towards safety, security and asset protection.
Accountable formanaging the budget, capital expenditure projects,
preventative maintenanceand energy conservation. Responsible for

maintaining regulatoryrequirements leads the emergency response team

for all facility issues.
Accounting Manager, will be 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

Cash management

Create budget and re-forecasting

Human Resources Manager directs and coordinates all duties related

to the position of Human Resource Generalist; recruiting, employee
benefits,wage and salary, job evaluations, personnel counseling,
employee relationsand the creation and implementation of formalized
training programs for allpersonnel.

Food & Beverage Production

Organizational Chart
Executive Chef
The executive chef, sometimes called the head cook or the "chef
decuisine", is the one responsible for running the food preparation in a
kitchen.He or she takes on much more of a management role than
anyone else onthe kitchen staff. Executive chefs are usually employed
by large restaurants,hotels, and private country clubs and even cruise
lines. Most manage a staffof at least ten employees.
Duties
The executive chef is primarily responsible for assigningresponsibilities
among the kitchen staff to ensure that food preparation isefficient. In
addition to overseeing all food production, the duties of theexecutive
chef usually include the following:
Manage food preparation and cooking. Ensure that food qualitystandards
are met. /Cook food, either on a regular basis or for special

unctions only. /Plan the menu and create new recipes. /Prepare the
budget,including projections of annual food and labor costs. /Train the
kitchen staff toensure the food is prepared according to budget and
standards. /Perform aregular inventory of food supplies and
equipment. /Project future needs andplace orders to ensure that they are
met. /Ensure that the kitchen adheres tosanitation and safety laws.
Sous Chef
The term "sous" comes from French, and it means "under." A sous
chefranks directly below the executive chef. The sous chef is directly in
charge ofday to day production in the kitchen. Because the executive
chef must spendso much time in his or her office, tending to issues
related to business andlong-term planning for the restaurant, the sous
chef is generally given theresponsibility of ensuring the kitchen
functions efficiently and effectively.

Supervising the kitchen staff

Preparing and cooking meals to order

Demonstrating cooking techniques and proper equipment usage to the

kitchen staff

Some menu planning

Some ordering of food and kitchen supplies

Chef De Partie
A chef de partie, often called a "station chef" or a "line cook,"
isresponsible for one particular area of food production in the kitchen.
Thisposition is usually found in larger kitchens with a staff big enough
to allow forspecialization. Usually, each "station" in the kitchen has only
one or twoworkers on duty at any given time. In a case where theres
more than onechef de partie on duty, theyre often divided into a
hierarchy using titles like"
first cook," "second cook" and so forth.
Cooks
A chef is a person who cooks professionally. In a professional
kitchensetting, the term is used only for the one person in charge of
everyone else inthe kitchen; the executive chef. They are the ones
responsible for foodpreparation and cooking.
Pastry Chef
Prepare baked goods, pastries and desserts. In larger establishments,the
pastry chef often supervises a separate team in their own kitchen
orseparate shop.

Food & Beverage Service

Organizational Chart
Captain Waiter
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
togreet 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
agroup of customers, the waiter should offer beverages and appetizers.
Thewaiter should be knowledgeable about the various soft drinks, wines
and

spirits that the establishment offers, as well as the appetizers on

themenu. The waiter places the orders and delivers the drinks and
appetizers tothe customers.
Taking and Serving Meal Orders, One of the waiter's main duties
istaking and delivering food orders. The waiter must be able to discuss
the dailyspecials as well as the restaurant's regular menu items. A waiter
should beextremely familiar with the entire menu, including which
entrees come withside dishes.
Continued Service After the meal has been delivered, the waiter
paysattention to the needs of the table, re-filling drinks, taking away
soiled dishesand offering napkins or other amenities offered by the
establishment.
Delivering the Check and Accepting Payment, The waiter totals theguest
check and takes it to the customer. He also accepts payment when it
isnot 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.

ROOM SERVICE
If a guest has is in a room and would like to eat inside their room thereis
a menu card just right beside the phone so the guest is freely to
choosefrom the wide variety of food selection that the hotel serves. They
can call forroom 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

Telephonewill be answered by a waiter in courteous manner andprocess
the guest's order according to the menu card, the waiter will thendescribe
the selection of food & beverage in the menu item to guests byoffering
interesting, and vivid descriptions of the each item's, origin, taste,
andpreparation methods.

Communicate with guest and take their order including any specialneeds
or requests to the kitchen using the hotel's point-of-sales system;
checkcompleted kitchen orders with the guest's original order; delivery
of items tothe 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
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 isresponsible
to give the customer satisfaction regarding the food taste andquality
services
The food and beverage personnel are responsible to respond to
thedemands of their customers. They see to it that customers receive
good andcourteous service at all times, they must maintain good
working relationshipwith fellow staff and customers.
The food and beverage department attends to the customers queriesand
requirement. It must be done courteously and efficiently
establishstandards. All beverages and food must be in good taste and of
qualityservice to ensure customers satisfaction.
F&B Manager
The food and beverage manager is responsible for the daily operationsof
the restaurant and other establishment. The managers also train
allemployees to ensure all products are prepared, handled, stored well
withconsistency and to maintain standard recopies. He/She coordinates
orders

MANPOWER SCHEDULING
Housekeeping department have a three shifting: a morning shift at
sixa.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.
COMMINICAIOTN STYLE
The communications style of housekeeping department is through theuse
of telephones, fax and computers. All areas of the
housekeepingdepartment have a telephone to communicate easily to
each areas and otherdepartment hotel. They use fax machine to send a
letter or importantdocument for the business transaction. The
housekeeping department hasalso the computer especially in the front
desk area for the guest reservationssand room assignments.
INTERPERSONAL RELATIONSHIP
All staffs in Tagaytay Country Hotel maintain a good relationship toeach
fellow employee during working hours. In all departments they
cooperateand implements good and quality service in their respective
working areasand to impress guests. All department heads potrays good
image to theirfellow worker.
WORKING CONDITION
The employees of Tagaytay Country Hotel works in coordination
workon time and finished the assigned task in a good and quality
performance.The employees also remind each other about the standard
procedures of thehotel to meet the satisfaction of the guest.

VENTILATION
Tagaytay Country Hotel has a complete ventilation to make the hotel
operateswell and adds the quality of service in the operation of
establishment. Allrooms (economy, suite, deluxe, studio), the function
rooms (el Cavitenoballroom, Amphitheater, convention center,
Calabarzon) and offices has itsown air-conditions to make entire area
more comfortable. Also the CountryCaf has its own centralized airconditioned to make the whole area breezyfor the customer. The
complete lights and decoration of whole hotel areacreates a pleasant
appearance of the entire hotel. In the addition of theharmonious music
that makes the place more relaxing
SANITATION PROCEDURE
All areas of Tagaytay Country Hotel are well monitored and
sanitized.All departments are responsible for their areas and maintain
cleanliness withproper standard sanitation procedure, they conduct
checking for equipmentrepair and maintenance.
STRENGTHS
Establishment
Tagaytay Country Hotel has complete facilities for the guests needsand
satisfaction. In this establishment, each guestroom is designed to
comfortguest, while the staffs and employees are hospitable and friendly
to all guests.They have different facilities that will meet the needs of the
guest such asswimming pool with Jacuzzi, country caf, La Costa spa,
laundry service,supermarket, spacious car park, four indoor badminton
courts, tennis andbasketball court, and business center like convention
center, amphitheaterand spacious function rooms for conferences,
seminars and meetings.

Employee
The strength of the employees hear in Tagaytay Country Hotel is
thereteam work that makes there work easier and fun. They also give
respect towhom that is in the position like the department heads. They
also give a goodexample to practicum students and train them with the
hotels standards.
Management
The management in Tagaytay Country Hotel is well managing
withproper standards. The resident manger also maintains closeness to
his/heremployees to develop team work to reach their goal.
Practicumer
As practicumer we were equipped and prepared for this trainingprogram
to experience the real world of hospitality. In this hotel we weretrained
in different types of department. Indeed the training programdeveloped
our skills and enhanced our knowledge in this field, this experiencemade
us more confident to face the challenges of the competitive world.
WEAKNESSES
Establishment
The weakness of Tagaytay Country Hotel is the unfinished work in
theestablishment like unfinished paint jobs and construction that is not
beenrepaired for days or so, that makes it an eye sore and unpleasing to
the guest.
Employee
Due to lack of qualified personnel or less trained staff the hotel workgets
over delayed and customers receive unsatisfactory service, which createa

bad impression about the hotel in the guests mind. And once the
guestleaves the hotel after unsatisfactory service, the guest doesnt come
back.
Management
The managements need more power to implement a task that needs tobe
done over his/her employees. The management had established a
veryclose relationship that caused over familiarity between employer
and employees.
Practicumer
As a practicumer we were equipped and prepared for this
trainingprogram, but the management depended and required too much
servicesbeyond the required job description more so assigned us to areas
like a dicerin a supermarket.
RECOMMENDATION
Establishment
The Tagaytay Country Hotel as a establishment is now reaching thepeak
of success. It should have additional staffs that are
knowledgeableenough in terms of their work because of the growing
demands. TagaytayCountry Hotel in the other hand still lack some
amenities and facilities. Thisshould be given attention immediately to be
able to meet the guests needsand demands. They should also pose
mission and vision at the front office.
Employee
In recruiting hotel personnel candidates qualifications and
experiencesshould be taken into account. As far as the existing

personnel, regular trainingmust be provided. Substitution between the

new and the existing personnelcan be a good option in order to provide
satisfactory service to the guestneeds.Management
The hotel must have proper monitoring of the maintenance crew as faras
the repairs and constructions are concern. The works of the
maintenancewill be done in just a short period of time to lessen the
problems andinconvenience and to keep-up the good impression about
the establishment.The establishment should also hire high standard
quality workers with theright 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 hotels
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
I therefore conclude that Tagaytay Country Hotel being one of the
hotelchain in Tagaytay is setting standards that other establishments can
follow. Itis essential to be aware of the changes taking place in the
outside worldwhich will keep hotels in tune with the race and trends of
this competitiveworld. This will help motivate the hotels to reach higher
standards, to satisfyand meet the guests needs and be one of the most
competitive hotel inTagaytay.. In spite of the fast growing and very
competitive world, they stillmanage to stay in their standard but in a step

by step growth that madeTagaytay Country Hotel reached its peak of

success.