Crowne Plaza Manila Galleria, the hotel that offers superior comfort, a functional base for corporate

activities, and the best conferencing venue for any Meetings, Incentives, Conventions, and Exhibitions
(MICE). Walk south to the Asian Development Bank or Philippine Stock Exchange in 15 minutes. Many
company headquarters, such as San Miguel Corporation and Manila Electric Company (Meralco), are also
nearby.

Crowne Plaza Manila Galleria rooms provide a generous living space, designed to make sure that you are
well-rested, energized, accomplished, and ready for a productive day. Access the exclusive Club Lounge
which boasts exquisite cocktail dishes, a spacious boardroom for intimate meetings, and a comfortable
breathing space featuring a magnificent panoramic view of the city. Crowne Plaza Manila Galleria also
offers flexible event spaces with an approximate total of 34,000 sqm in size, ideal for small to large-scale
gatherings up to 1,500 guests in its grand pillarless ballroom.
 MAIN DUTIES OF THE STAFF

 Hotel Manager - The “buck stop” He or she is ultimately in charge of all aspects of the running
of the hotel. If the hotel is getting fewer guests visits the manager will need to explain what
caused this drop and have a plan in place to recover the income. He or she will also have other
supervisor or managers reporting to him or her and should be very familiar with the hotel’s
operations.
 Assistant Hotel Manager – The Assistant Manager performs administrative work for the
manager, overseeing a lot of the operations compiling and preparing a lot of the reports and
budgets the hotel uses. This gives the assistant manager a solid foundation so that he or she
can become a manager.
 Supervisor of Guest Services - As the supervisor of guest services, you may be responsible for
hiring staff members that provide housekeeping services, front desk personnel, reservations
coordinators, or concierges. All these duties depend on what kind of hotel you are working for
and the structure it has in place. Some large hotels have separate guest services departments
that primarily answer the phone and make sure guests have what they need. At this kind of
hotel, you would be supervising that department, making sure it was staffed and running
smoothly.

 Front Desk Supervisor - The front desk supervisor manages the front desk workers. You may
need to hire, fire, or discipline these workers. You will need to ensure that customers are
 greeted warmly and checked in efficiently. You may have to provide training, and you may also
need to schedule workers so that the front desk is always manned with the right number of
workers at each shift.
 Housekeeping Supervisor - If you've worked for several years as a housekeeper, you may be
able to be promoted to supervisor. In this position you may be in charge of hiring housekeepers
and training them. You may also need to schedule workers so that there is always the right
number of workers at each shift.
 Kitchen Manager - There are usually many kitchen workers, and the manager needs to be in
charge to make sure that kitchen operations are going smoothly. You may be responsible for
hiring new kitchen employees, as well as making sure they get the training they need.
Scheduling may also fall under your area of responsibility, which means you need to make sure
there are enough people scheduled to cover each shift.
 Front Desk Clerks - As the name implies, these employees’ man the reception area, which is the
first-place guests go when they arrive at a hotel. As a front desk clerk, you'll need to verify a
guest's reservation. If the guest doesn't have a reservation, you'll need to check room. The
check in process for guests usually includes getting credit card information, giving the guest the
pass card to enter the room, and answering any questions the guest has. Front desk employees
also often take phone calls and make reservations. At some hotels this is an entry level job. At
other hotels, you must have a degree or years of experience before you are eligible for this
position.
 Porters - These employees also used to be called bellhops, and in some hotels they still are.
They usually dress in uniform, so that guests recognize that they are employees of the hotel. As
soon as a guest checks in at the front desk, the porter helps the guest take his or her luggage to
the room and makes sure the room is acceptable to the guest. Often the porter is asked
questions about other services at the hotel, so he or she should be knowledgeable of all the
hotel has to offer. Porters are usually hired at full-service hotels, not motels.
 Concierges - At full service and high end or luxury hotels, concierges are available to act as
liaisons with guests. If a guest needs a specific service, such as a babysitter, the guest can
contact the concierge, who will coordinate the execution of this service. Other services the
concierges assist with include deciding for dry cleaning and laundry, purchasing show tickets,
and making reservations at local restaurants. At some hotels this is an entry level job. At other
hotels, you must have a degree or years of experience before you are eligible for this position.
 Housekeeping - Nothing reflects worse on a hotel than dirty rooms or an unclean lobby area.
Hotels rely on repeat business, and guests usually won't return to a hotel they think is dirty.
Having a quality housekeeping staff on the premises ensures that the hotel is clean, rooms are
clean, and guests will return. As a member of housekeeping, you may have to clean guest
rooms, wash bedding and towels, replace toiletries that have been used, and clean other areas
of the hotel.
 Room Service -  If the hotel is equipped with a kitchen, it often offers room service. Guests who
want to eat but don't want to leave the hotel or go to the hotel restaurant can order from a
menu in their room. As a room service employee, you may be taking room service orders, and
then delivering them.
 Waiter/Waitress - If the hotel has a restaurant, it also needs waiters and waitresses. In a hotel,
the most requested meal is usually breakfast, so be prepared to work early hours. The next
 most frequently served meal is dinner. You will need to take guests' orders, and serve the
meals, making sure they have everything they need. Some hotels allow guests to bill to their
rooms, while others take payment. You will need to make sure the bill for the meal gets to the
right place so it can be paid.
 Kitchen Staff -  As the name implies, as a kitchen staff member you may be cooking, washing
dishes, preparing salads, ordering supplies, planning menus, or similar duties, depending on
your job. As an entry level kitchen staff member, you are most likely preparing foods for senior
cooks or chefs to cook for the guests.
 Event Planner - The planner works with a representative from the company or the individual to
make sure that everything is in place for the event. Some hotels charge extra for the use of the
event planner.

INITIAL CUSTOMER APPROACH AND HANDLING

COMPLAINTS
 Remain pleasant at all times, but do not smile when the guest is complaining
 Listen without interruption
 Know the correct procedure and the establishment policy on dealing with customer
complaints.
 Focus on the issue and don’t take the complaint personally
 Apologize to the guest for any inconvenience
 Advise your supervisor and get their feedback as to how they feel you handled the situation

CUSTOMER SERVICE STANDARD CHECKLIST

FRONT DESK SERVICES:

 Staff well groomed, uniformed, name tag was present.

 Staff did not eat, drink, smoke or chew gum.  

 Staff maintained focus on guest, was not distracted.

 All Guests are acknowledged with eye contact and smile within 10 feet, even if the guest
waiting in line. 

 Guest are not waiting in line for no longer than 5 to 8 minutes.

 Front office team where staffed adequately and also as per the demand.
  Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet.

 Staff verified the guest's name and used it a minimum of two to three times during the
interaction with the guest.

 Registered guests were not asked for duplicate information.

 Guest was discreetly asked how they would like to settle their account after their personal
information was confirmed.

 Details were verified including dates of visit, rate, room type, bed type, smoking preference,
email address and billing method.

 All special requests, relevant procedures were explained either on registration form or verbally.

 Guest correspondence / messages / parcels were discreetly conveyed to the guest.

 Staff are engaging guests in conversation during the check-in procedure.

 Check-in of the guest shown on the Property Management system (PMS) 

 Credit card pre-authorization done and cards returned back to the guest.

 Key card in the jacket was presented, floor level was indicated, and other information within
the key jacket was explained to guest.

 Room number was discreetly provided to guest.

 Guest Registration procedure accurately completed within 5 to 8 minutes (As

per hotel standard or Hotel Type).

 In case room is not ready, the other options were provided and agent offered refreshment at
the coffee shop and also store luggage.

 Front desk agent gave directions to room, and also offered assistance with the luggage.

 Staff spoke last, offered an authentic departure greeting referring to the guest’s reason for
stay, and thanked the guest.

BANQUET SERVICES:

 Call and confirm reservations starting the week prior to the event.
 Confirm the party size.
 Inform party of timing
 For example, Reception in the foyer from 6:00 P.M. to 6:30 P.M.
 Seating for dinner will begin promptly at 6:30 P.M.
 Inform the party of the menu for the evening
 Inquire as to special needs:
 Dietary restrictions?
 Disabled dinners?
 Children?
 Special equipment (microphone, podium, flag, projectors, screens, etc.)
 Make sure all linen needed has been ordered through purchasing agent
 The tables for the event are usually 6-tops or 8-tops (72 x 72 and 90 x 90)
 Some reception tables require 54 x 120 linen.
 Are special napkin colors required?
 Develop mise en place (MEP) information for service:
 Table set-up for the foyer and dining room
 Glassware needs to be polished for the reception and dinner service
 Bread plates to be polished
 Silverware needed
 Bread napkin needs
 Butter plate to be prepared
 Coffee cup needs

 If there is a reception beginning at 6:00 P.M., the reception area needs to be set up by 5:30 p.m.
 Will there be a registration table?
 Table size
 Skirting
 Number of chairs
 Supplies (diagram, name tags, pens, cash box, credit card processing, etc.)
 Do we schedule people for the table (cashier, host)?
 Guest list showing party size, name, and whether they've paid or need to pay at the door
 Some type of card given to the guest to designate the seating arrangements?
 Possible considerations for a reception:
 Skirted serpentine tables for beverage service.
 Beverages to be served at the reception (wine, beer, soda, iced tea, water, etc).
 Ice, napkins, wine openers, trash receptacle, side stand for “empties”
 At least two people scheduled at the bar table
 One person walking around picking up empty glasses
 People serving appetizers?
 Self-serve appetizer table?
 Plan for a maximum of two glasses of wine per guest during the reception The dining room
manager holds a meeting as soon as the class separates to discuss the banquet:
 What is the event?
 How many guests are attending?
 The menu?
 The wine?
 Sequence of service?
 Other essential information for the staff
  Who are the servers?
 Who are the runners?
 Who's working the bar table?
 Who's working the registration table?
 What time each person needs to be at their designated stations when we open
 Each server, host, bartender and cashier will need to be assigned by the DM, a list of duties
and a time that it will take to complete each task.
 The wines served during the banquet are a white wine and a red wine.
 The white wine will need to be placed in the dessert walk-in the day prior to the event.
 See the FOH instructor for the number of bottles that need to be opened for service.
 Both wines should be opened before service begins.
 The dining room needs to be set-up and detailed by 5:00 p.m.
 Remember to assign sections early on so that each server is aware of their tables.
 The servers may need to assist the host when the time comes to seat the guest.
 All tables need to have table numbers visible when it comes time to seat the guest.
 If place cards are used, the are set out and checked by 5:30 P.M.
 Dining Room Manager checks all set-ups, MEP, breezeway, ashtrays, trashcans, restrooms, etc.
 Window screens open, dividers up, music on, lights on, microphone ready, doors unlocked, etc.

THE SEQUENCE OF SERVICE:

 Seat the guest

 Pour water
 Pour the first course wine (Servers and runners)
 Runners go to kitchen after first course wine is poured
 Serve appetizers. Have someone start brewing coffee.
 After apps are served, servers should check on water, wine, and bread refills.
 Runners bring oval trays out so that the servers can start to clear. Runners takes full trays back to
the kitchen and give to the dishwasher. Continue until all of the dining room is clear.
 Serve salads the same way the appetizer course was delivered.
 Servers are to check on water, wine, and bread refills.
 Salads are cleared the same way that appetizer were cleared.
 Everyone pours red wine.
 Entrees are served using the same method of service as before.
 Servers check on water, bread, wine refills.
 Clear entrees
 Serve dessert
 Pour coffee
 Clear dessert.

GROUP MEMBERS:
LEADER: Clarisse Anne R Teodosio
 April Asther Vallester

Rolan Josef Caballero

Jerry Ricafrente Jr.

Myca Sofhia Dela Cruz

Vylette Caintic

Divine Bragado

Schiella Panganiban

References: https://www.linkedin.com/company/crown-plaza-manila-galleria
Most information we got are from the former staffs of Crowne Plaza Manila Galleria