CHAPTER I

INTRODUCTION

RATIONALE

As a requirement for the course Bachelor of Science in Hospitality Management

Major in Hotel and Restaurant Management, students of the Bulacan Agricultural State
College are required to take their On-The-Job Training in a hotel to comply with the
prescribed standards the course curriculum has set for the hotel practicumers.

On-The-Job Training is the actual work experience a student undergoes to further

enhance and develop their skills by actually doing the work and performing it as a worker
to the company or establishment and contribute to its success. The training is much
defined as the transfer of the required skills and knowledge usually of a supervisor to the
student trainee or apprentice through demonstration, observation and hands-on learning.

The aim of the On-The-Job Training is to acquire knowledge and develop the
skills of the student about the housekeeping procedure in a hotel, the largest work force
the establishment has.

Being in line with the hospitality industry course, work fields such as hotel staffs
or workers that the students may land as their job in the future, having a hotel training
especially of the housekeeping, enhances and builds the students knowledge and skills as
to what the real world of hospitality industry is all about. Education and theories learned
from school is further deepen with the help of the On-The-Job training. Students perform
what they learned from their instructors and apply it within the work environment under
normal working conditions. OJT trains the student how to perform their jobs as a worker
of the hotel and acquire the needed skills and applies it to their future work.

The students had chosen Manila Pavilion Hotel as his training ground because the
hotel has the facilities and housekeeping personnels that will be a great help for the
student to learn the housekeeping more.

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Objectives of the Training

At the end of the training period, trainee should be able to:

1. To experience the actual housekeeping operation in a hotel establishment.

2. To learn more of the different work areas of the housekeeping department like
guestrooms, public areas and the linen and laundry areas.
3. To perform the standard operating procedure of the hotel, especially of the
housekeeping department.

Definition of Terms

Caddy – a basket used to carry the needed cleaning materials.

Carpet blower – machined used to dry the carpet after shampooing.

Floor polisher – machine used to polish the marble floor.

Perimeter – picking up of garbage trash outside the hotel by the use of a broom and
folding dust pan.

Powder boy – person responsible for cleaning all the comfort rooms in the 7th floor and
lobby.

Public Area Attendant – person responsible for maintaining the cleanliness of the public
areas.

Push broom – a sweeping tool used in the lobby.

Shampooing – procedure used in cleaning foam chairs and carpet at the lobby.

Side Duties – are duties made before the assigned duties for the Day.

Squeegee – used to clean the glass doors and walls.

Special Project (SP) – a task given to a hotel trainee, the task is 1 day in duration to
work.

Stocking – refilling of stocks in a cart.

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Stripping – (Guestroom) – is the removal of the linen , bed cover and blanket on the bed
when bed making.

Stripping (Public Area) – the use of mop and water to remove the old wax on the wood

Location and Duration of the Field Practice

The trainees’ internship was conducted at the Manila Pavilion Hotel, located at
the United Nations Avenue Corner Maria Orosa Street, Ermita Manila. The duration of
the internship lasted for two months, starting from March 23, 2011 until May 21, 2011
and gained a total of 450 hours of training experience.

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 CHAPTER II

COMPANY PROFILE

The History of Manila Pavilion Hotel

One of the country’s pioneering hotels is the Manila Pavilion hotel (Fig. 1). It is
owned and operated by Ace sites (Phil’s) hotel corporation, a company listed on the
Philippine Stock Exchange.

Figure 1. The Manila Pavilion Hotel

During the year 1996, the Ace sites, formerly known as the Delgado Brothers
Hotel Corporation, had an agreement with the Hilton International and opened the Manila
Hilton Hotel. Sino-I technologies limited, a Hong Kong based group, acquired majority
control of Ace sites, and the Hotel was named Manila Pavilion Hotel, which was named
by CIM Hotel Management.

To further attract international market, the Hotel with had made a new agreement
with the Holiday Inn Worldwide, (HIWW), thus renaming the hotel as Holiday Inn
Manila. In connection with the new contract, the previous contract made in March 2003
has reached its expiration and by that time the hotel was renamed as Manila Pavilion
Hotel, now managed by the Ace site.

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 Water Front Philippines Incorporation the Country’s largest Filipino chain of
lodging establishments acquired and established its ownership and majority control over
Ace sites, adding the Manila Pavilion Hotel to its hotel chains together with the Cebu
City, Mac tan and Davao City’s Waterfront hotels.

Accommodation and Guest Service

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 Figure 2. The Standard Room Figure 3. The Deluxe Room

The Hotel boasts of 590 guest rooms including 32 suites and an executive floor.
Three hours are designated exclusively to non-smokers all rooms are equipped with cable
TV, IDD telephone and mini-bar.

Figure 4. The Superior Room Figure 5. The Suite Room

The hotel has the standard room (Fig. 3), deluxe (Fig. 3), superior (Fig. 4), suite
(Fig. 5) and executive floor.

Executive Floor

The Executive floor features 22 well appointed rooms, personal safe and coffee
and tea making facilities. The Executive floor provides express check –in and checks –
out, the Lounge (Fig. 6), as well as 24 hours butlers’ service.

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 Figure 6. The Lounge at the Executive Floor

The hotel, boast of their facilities and amenities guests can experience and enjoy
while they are on stay. Guests can experience dining at its best with the restaurants and
bar that compliments the whole hotel experience. Ranging from Italian to Chinese to
Internationl cuisine, guests can have all the access to the exquisite food trip they can have
during their stay at the hotel.

Different restaurants line-up the lobby of the hotel namely the Patisserie (Fig. 7),
a French – inspired pastry shop, which centers on baked pastries and breads, and open
daily from 10 am to 12mn.

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 Figure 7. The Patisserie Figure 8. The Season’s

The Season’s (Fig. 8) an interactive lifestyle restaurant that serves buffet and
complimentary breakfast for guests with wide variety of choices ranging from Filipino to
international cuisine open daily 6 am to 12mn.

Figure 9. The Boulvar Figure 10. The Rotisserie

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 Found also in the lobby is the Boulvar (Fig. 9), a sports and music bar which
serves local and international drinks and plays live band every Friday and Saturday, the
boulvar is open daily from 10 am to 2 am . Guests that seek fine dining can find The
Rotisserie (Fig. 10) an awesome experience. The Rotisserie is found at the 3 rd floor; the
hotel ambience is of Euro- continental and serves as an exhibition room for the late
painter Aguilar Alcuaz paintings.

The restaurant serves Euro- Continental cuisine and opens Mondays to Fridays,
11:30am to 3:00pm and 6:30pm to 10:30pm every Sundays.

Figure 11. The Peony Garden

The only Chinese restaurant found in Manila Pavilion Hotel is the Peony Garden
(Fig. 11) located at the third level. This restaurant serves Cantonese with a touch of
Malaysian flavor and opens daily from 11:30am to 3:00pm and from 6:30pm up to
10:30pm.

Another hotel facility is the Poolside Terrace, located at the 5th level. This
outdoor swimming pool area serves light snacks and drinks. Guests who enjoy the
swimming pool under the sun are served with light snacks and drinks.

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 Figure 12. The Poolside Terrace

The Poolside
Terrace (Fig. 12) is open daily from 7am to 8pm. Guests in rooms can order their food
via room service. The room service operates 24 hours for the convenience of the guests.
All major credit cards are accepted in the hotel restaurants and reservations are made for
the convenience of the guests.

The hotel also has sports facilities like the Gym located at the 6 th level, open from
7am to 8pm. Services and facilities includes 24 hour transportation service, basement
carpark with complementary valet parking for guests, flower and souvenir shop, laundry
and dry cleaning services, chapel, business center, open Mondays to Fridays, 7am to 8pm
and Saturday to Sunday, 9am to 5pm. Relaxation and massage facilities is also available
at the Embassy Spa at the 6th floor.

Travel needs like booking and flight schedule is at ease with the Thai Airways
and Image Travel and Tours located at the 6th floor.

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VISION/MISSION

Manila Pavilion Hotels’ vision is to be the number 1 mid-market hotel in the

Philippines. The hotel envisions itself to be the preferred and mid-market hotel in the Bay
area by offering quality products coupled with warm, friendly and sincere service that
makes happy and loyal customers. The establishment also aims to create and maintain an
environmental of trust with all employees by developing and enabling them to think and
act creatively and responsibly. And as a business entity, to generate a fair return on
investment for all stockholders.

CORE VALUES

To achieve the company’s success and general purpose, employees are entitled to
have the discipline when it comes to work, have respect with the co-workers by
practicing and incorporating professionalism in the work field. Having the integrity and
commitment to pursue the company’s goals and success, being a pro-active part of the
company has been one of the main keys to the success of the whole establishment.

POSITIONING STATEMENT

We will position the hotel more towards a “Filipino friendly” hotel for leisure,
business, conferences and regional events while retaining the expectations of our
international clientele.

Organizational Structure of the Housekeeping Department of the Manila

Pavilion Hotel

The Housekeeping department of the Manila Pavilion is comprised of numerous

personnels.

The Manila Pavilion Hotel’s General Director is Mr. Benny Rosales, he is in

charge of all hotel departments. He is the head of the hotel operations, specifically of the
housekeeping Departments, The Bell Service, Transportation and concierge, the food and
beverage, the security, and the front office department.

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 The Executive Housekeeper, Ms. Cherry Mejica is the overall in-charge of the
housekeeping department. All of the supervisors reports to her and makes decision, paper
works and directing functions. Under Ms. Mejica is Mr. Arnold Cayanan, the Asst. Exec.
Housekeeper. Mr. Cayanan takes the place of Ms. Mejica whenever she is not around and
performs directing functions, paper works and supervision regarding the rooms and the
housekeeping operations.

The Operation Supervisors, composed of 10 personnel acts as the checker and

makes final reports about the final status of the rooms.

The room attendants composed of 23 personnel, is in-charge of the room set up,
retouch and things regarding the rooms. Every rooms in the hotel has its mini bar, and the
mini bar attendants, Mr. Alex Abellon and Mr. Joel Delantar are in charge of refilling and
making inventory of the items in the mini bar.

Linen and Laundry Supervisor, Mrs. Josie Estamo is the head of the linen and
laundry area, she oversees the whole operations and makes final reports and inventory
reports about the linen and laundry every day. Under her supervision, the linen and
laundry attendant sorts, repairs, issues, inventory, and arranges the laundered items. They
make reports about the day to day operation of their respective area. The administration
housekeeping coordinator’s work is to take phone calls and make reports, for the
executive housekeeper.

Public Area Attendants, comprised of 11 personnel’s has the responsibility of

cleaning of public places and facilities specially the lobby, offices, restaurant ,stairs,
guest elevator, comfort rooms, hallways, hotel perimeter, windows and doors, air-
conditioning system and shop.

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 Mr. Benny Rosales
Director of Rooms

Ms. Cherry Mejica

Exec. Housekeeper

Mr. Arnold Cayanan

Asst. Exec.
Housekeeper

Bong Vergara Robert Tan Josie Estamo

Sonny Comia Ana Peralta Linen and Laundry
Mike Farin Ernie Villalon Supervisor
Rod Sangle Leo Coronado
Romeo Trine Arnel Huit

Operations Supervisor

Jeffrey Abcede Alex Abellon Malou Caayoan Juliet Barrios Editha Asista
Michael Aranda Joel Delantar Elen Liboon Edgardo Andal Myrna Reponte
Alex Balangitan
Donato Alapar
Dean Bernal Teresita Gonzales Merly
Mini Bar
Antonio Bernaldes Reynaldo Cualing
Attendants Admin Housekeeping Rodriguez
Arnaldo Busa Noel Dionisio Coordinator
Verbo Cabada Marion Tana
Gil Ignacio
John Leo Calahi Linen &
Melchor Felonia Armando Lozadas Laundry
Edgardo Lagrimas Alejandro Oro Attendants
Roland Loyola
Anaceto Rabacal
Rolito Marcelo
Angelo Mercado Manuel Ortega
Rommel Natividad Marcial Sim
Nestor Rodriguez Public Area Attendant
Amado Sanguisin
Ricardo Santiago
Conrado Santos
Ariel Tabarina
Carlo Valeros
Virgilio Valmores
Michael Villanueva
Joseph Zapirain

Room Attendants
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 Figure 13. Organizational Chart of the Housekeeping Department of the Manila
Pavilion Hotel

Location Map of the Manila Pavilion Hotel

The Manila Pavilion Hotels is located at the United Nations Avenue Corner Maria
Orosa Street Ermita Manila. The hotel is near the United Nations LRT station. Manila
Pavilion Hotel is right besides the Manila Doctors Hospital and the Phil Am Life center
in front it. The hotel is near the tourist spots like the walled city of Intramuros, Rizal
Park, National Museum, the National Library and the Agrifina Circle. Government
establishments that are located near the hotel are the Manila City Hall, the Department of
Tourism and the headquarters of the World Health Organization (WHO).

Medical
Araullo Center
High School Manila

U. N. LRT
Station Light Rail Transit Line 1

U
Rizal Times Plaza N
Park I WHO
T Headquarters
Agrifina KFC E
Circle Department of
D
Tourism Manila Ermita Police
Doctors Station
Hospital N
A
T PhilAm
I
O Life Center
N
Building
S

A
V
E.

MARIA OROSA STREET

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 Figure 14. Location Map of the Manila Pavilion Hotel

CHAPTER III

HIGHLIGHTS OF THE TRAINING

The Trainees’ Experiences

Every month, the Manila Pavilion Hotel conducts Skills Certification Program
(SCP) for trainees who want to have formal hotel training. The SCP is a seven days
lecture and composed of examination, recitation, moving exam, hands-on exam and film
watching, everything about the hotel department a trainee has chosen to be his training
forte, and with the case of the trainees, the housekeeping department. The SCP was
facilitated by Mr. Sonny Comia and Mr. Arnold Cayanan, the assistant executive
housekeeper.

Guestroom

On the first week of the training period, the trainees are placed in rooms. Every
morning, before the work starts, employee briefing is conducted to review the days
occupancy forecast, the current in-house guests, birthday celebrators, recognition and the
special hotel advertisement written on the briefing leaflet (Appendix E).

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 Figure 15. Mr. Abo while stocking the roomboy’s trolley

In rooms, the
trainees learned the standard operating procedure for room make-up like stocking items
at the cart (Fig. 15) with supplies before room checking, room-checking (Fig. 16),
opening the window(Fig. 17), collecting of garbage (Fig. 18), stripping the bed (Fig. 19),
making-up of the bed (Fig. 20), scrubbing of the bathroom sink (Fig. 21) toilet bowl
cleaning (Fig. 22), bathtub scrubbing and drying (Fig. 23) and amenities set-up (Fig. 24),
dusting (Fig. 25), vacuuming (Fig. 26) and the room amenities set-up (Fig. 27).

Figure 16. Mr. Dela Cruz while Figure 17. The trainee while opening
room-checking the window

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Figure 18. Mr. Abo while puttingFigure 19. Mr. Dela Cruz while
trash liner on the trash can stripping the bed linen

Figure21.
Figure 20.Mr.
Mr.Dela
AboCruz
while making-up
while cleaning
the bed
the toilet bowl

Figure 23. The trainee while drying the Figure 22. Mr. Abo while scrubbing of
bathtub the bathroom sink

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 Figure 24. Mr. Dela Cruz while Figure 25. The trainee while dusting the
completing the bathroom amenities side table

Figure 26. Mr. Abo while vacuuming Figure 27. The trainee while setting the
room amenities

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 They learned that the mattress should be rotated every three months to avoid
deformation and to avoid sagging of the mattress; had learned the beddings used by the
Manila Pavilion Hotel like the bed pad, bed skirt, top sheet and the bed blanket; and
learned the proper way of cleaning of the comfort room with the use of the right
chemicals and tools.

The trainees learned rules such as when you start dusting a room from the right,
one should end to the left, stripping is first done to make sure small valuable items are not
included with the used linens and lastly, when cleaning a comfort room, one should start
from the top which is the mirror, dry the bathtub and end with the floor tiles to ease the
work and to make the work faster.

Mr. Abo and Mr. Dela Cruz also learned to use the carpet sprayer when recoloring
the color faded carpets (Fig. 28 a & b).

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 a. b.
Figure 28 a & b. The trainees while using the carpet
sprayer during carpet coloring

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 The trainees also learned the different room types and the set-up of each rooms.
Mr. Abo and Mr. Dela Cruz also learned rules specifically towards the guest, for
example, trainees always take extra precautions when a guest doesn’t know how to use
his key card or how to open his room, when cleaning an occupied room, trainees observe
the right manners specially if the guest belongings are in the room.

After every assigned room are already made-up, the trainee fills up the room
attendants’ accomplishment report (Appendix D), a report filled up by the room attendant
and is submitted to the operations supervisor for final inspection.

Public Area

For the coming weeks, the trainees are assigned as public area attendants. As
public area attendants, the duties included in their work are the upkeep and maintenance
of cleanliness of the restaurants, offices (Fig. 29), windows (Fig. 30), doors, lobby, stairs
(Fig. 31) & hallways (Fig. 32), men’s comfort room, guest elevators (Fig. 33), carpark,
locker rooms, souvenir shop, furnitures and ceiling.

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Figure 29. Mr. Dela Cruz while wiping the Figure 30. The trainee while wiping the
desk glass window
The trainees gained knowledge about the proper use of machine and chemicals
use when cleaning the areas assigned to them. The trainees also learned how to use the
floor polisher, wood wax stripper and the vacuum cleaner (Fig. 34). They learned to
manage their time and effort to have the work done.

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 Figure 31. The trainees while Figure 32. Mr. Dela Cruz while vacuuming
sweeping and mopping of the stairs the hallway
The trainees as public area attendants

Figure 33. Mr. Abo while wiping the Figure 34. Mr. Dela Cruz while using the
guest elevator vacuum cleaner

are in-charge of the cleaning of the areas that are publicly accessible. They were assigned
as powder boys who have the responsibility of the cleanliness of all the comfort rooms

23
assigned to them. They do perimeter, mopping of the lobby, push brooming, cleaning of
the guest comfort room for men, polishing of the floor with the use of the floor polisher
(Fig. 35) and mopping and sweeping of the employees’ locker rooms and comfort rooms
(Fig. 36 and Fig. 37).

Figure 35. Mr. Dela Cruz while using Figure 36. Mr. Abo while mopping
the floor polisher the floor

Figure 37. Mr. Dela Cruz while

sweeping the locker room

The trainees as public area attendants also had ‘’special projects’’ like scrubbing
of the walls of a floor, cleaning of the air conditioning system or polishing of an area.
Sometimes, special projects took almost the time of the whole shift just to finish the
whole work.

Linen and Laundry Area

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 The last area assigned to the trainees is the linen and laundry area. The linen and
laundry area is responsible for all the linens used by the housekeeping department.

Figure 39. Mr. Dela Cruz while arranging

Figure 38. Mr. Abo
the guest whilerequests
laundry delivering and
arranging the linens in the pantry

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 It is also the department responsible concerned with the laundry of the guest
requesting for dry-cleaning, ironing or washing of their soiled linens. As linen boys, they
are in-charge of delivering the linens to all the floors (Fig. 38) which will be used by the
room attendants. They are also responsible for picking-up of guest laundry request and
delivery of it (Fig. 39).

The trainees were also assigned as store room attendants (Fig. 40). They do
requisition of the needed out of stock supplies and do make inventories for reports.

Figure 40. Mr. Abo while arranging the storeroom

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 CHAPTER IV

SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY

The Manila Pavilion Hotel is where the trainees had their housekeeping
internship.

As the host establishment, one of the trainees’ main goals is to experience the
actual housekeeping operation in a lodging establishment and to be a part of the work
force of the housekeeping department. The trainees had performed the daily work
routines and schedules and had given their passion and time and contribute to the
company’s success.

They have experienced to work as a team and always be accountable to the

outcome of the task given to them. They have learned to manage their time and effort to
undertake tasks and to be flexible enough to perform their work as hotel trainees.

The trainees had experienced to work with the different areas of the housekeeping
department namely: the guestroom, public area and the linen and laundry area.

In the guestrooms, the trainees had learned to make-up the bed; clean the room
and the bathroom and set-up a room according to the Manila Pavilion Hotel standards.
The trainees had also learned the different room set-up in every floor. They had also
learned the different linens used when making-up a bed, learned the proper manners and
courtesy towards the guest and learned how to become an effective room attendant.

In the public area, the trainees learned the tasks done in every area of the hotel.
They learned that general mopping and polishing of the lobby should done at midnight to
avoid accidents; hotel perimeter should always be clean all the time, glass doors and
walls should also be immaculately clean and that the different furniture and fixtures

27
should be treated and used with the right chemical, tools and equipments like the floor
polisher, wax stripper, wood and metal polish and the vacuum cleaner.

The trainees have learned how to become an effective public area attendant by
doing their work with the minimal supervision of their supervisors at work. The trainees
have developed the initiative of undertaking tasks without the supervision all the time.

The trainees had learned the function of the linen and laundry department to the
housekeeping. They learned the different kinds of linens like bed pad, bed skirt, blanket
and the top sheet. The trainees learned to inventory the linens equally to the floors that
need it.

Another aim of the trainees during the internship is to perform the standard
operating procedure of the hotel. They have learned the SOP of the hotel in rooms, public
areas and in the linen and laundry area. In the guestroom, they learned the standard room
set-up of the rooms in every floor, learned the standard in making-up the bed, the
bathroom cleaning standard and when cleaning the whole room. They learned the SOP in
the public area and performed it effectively and efficiently. Public area has SOP’s like
general lobby cleaning; mopping, polishing and vacuuming of the carpets is done at
midnight; perimeter and guest comfort room should be done every 30 minutes.

During their training, the trainees have learned the standard operating procedures
implemented in the hotel and had performed it with the best they can.

CONCLUSION

The On-The-Job training is the best way to learn the housekeeping operation in a
hotel. The trainees have learned the standard operating procedure, their work tasks, the
responsibilities they have as hotel trainees and their part to undertake work efficiently
and effectively.

Learning outside the four corners of a room made the trainees learn more of the
housekeeping department, its function, the personnels behind it and how to become an
effective hotel employee.

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 The experience they have had enhanced their knowledge of the housekeeping
operation and experiencing it personally. They have experienced to be part of the largest
work force in every hotel establishment----the housekeeping department.

RECOMMENDATION

The trainees highly recommend the Manila Pavilion Hotel because it offers skills
certification program that aims to teach the trainees all the necessary information about
the housekeeping before they are deployed as trainees in the hotel.

The Manila Pavilion Hotel is a great training establishment because the hotel has
the facilities and personnel’s that are willing to teach students all about the housekeeping
department. Have the initiative to be a part of the growth and success of the hotel as to
what the previous trainees had.

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