ACKNOWLEDGEMENT

Another chapter of my life ended and new things will come. But I cannot

reach this kind of journey without the people behind this success. With this I

would like to express my heartfelt gratitude to all the people who helped me and

never abandoned me eversince the beginning until now.

Above all, I would like to thank our Almighty God for all the blessing that

he had showered on me. Thank you for being my savior in times of my

catastrophies of life, and for giving me the guidance that I may take the right path

and the streght when I’m down and weary.

To the dedicated and supported people who helped me a lot in molding

my personality- my dear parents, Mama Jean and Papa Rody for giving me their

love ,care, and trust, mere words are not enough to express my deepest

gratitude but still I would like to thank you. Thank you for all your efforts and

sacrifices in order for me to acquire this kind of success.

To Mr. John Gudmalin, my adviser and a friend for the knowledge you

imparted to me, the advices and suggestions that contributed a lot. Thank you

also for the patience and happy and unforgettable memories.

To all my ATBR staff most especially to Sir Rico our F and B Manager, to

Sir James Owen Clemen our F and B Supervisor, to our Bartender Rolando

Cloma, to Rey, Reymark, Patrick, Miking and also to the night shift duty staff,

thank you so much.

 I would like also to thank the employees in Kitchen department such as

Maam Lita the supervisor of kitchen department and all the staff there to Pangs,

Busbus, Ate Ebyang, Nang Anselma, Ate Cris, Angie, and also to my co-OJT’s

for imparting their knowledge.

Let me take the opportunity to give thanks to my sister Jessamine for

supporting me financially. Without your support, I would not have been here.

Thanks a lot.

To my supportive Lola, Lolo, Auntie Nicey, Mama, Papa, Ate, to all my

uncles and aunties, to all my cousins, relatives and pamangkin for the support

and joy given to me.

To my former roommates, Charmaine, Jocel, Angie, Paas, Marcial,

Eugene. Thank you for the friendship and companion.

To my co-trainees, Jameson, Kathleen, Mark, Rachelle, Dianne, Cesario,

Jhon Lloyd and Joshua for me giving me the chance to be friend with you and

have the unforgettable experience during my training. See you when I see you

and good luck to our journey.

To the HR Manager of Alona Tropical Beach Resort Sir Deo for giving me

the chance to be your trainee. Thank you for the opportunity to know you and the

memorable experience during my industry practice.

To the owner of the resort Sir Undo and Madame Nila Montero, thank you

for accepting us wholeheartedly.To maam Maria Reveleo Miro the Assistant HR

Manager, thank you so much maam for your kindness.

 A special thanks to Janlea Ampoloquio for the unfailing support, care and

love you’ve given, for the opportunity given to be part of your life. Thank you very

much mahal.

To those whom I failed to mention but contributed a lot for this success, to

the readers spending their precious time reading this piece of work, a thank you I

offer to you.

INTRODUCTION

Nature and Importance of the Industry Practice

Most of the knowledge and skills that people use to do their jobs are

learned at the workplace. Many attitudes are also formed at work. Much of this

learning, however, occurs haphazardly and inefficiently. Rather than being

carefully guided and shaped learning at work often occurs accidentally, poorly,

and sometimes in ways harmful to both the person and to the organization( Leon,

R. 2005).

Objectives of the industry practice

The author’s objectives are to (1.) Familiarize himself with the

requirements and careers in hospitality industry. (2.) Acquire or reinforce

desirable, knowledge and skills values needed in hospitality industry. (3.) Assess

oneself as to the careers and type of employment in hospitality industry to one’s

abilities, knowledge and skills.

Place and duration of the industry practice

The industry practice was conducted at the Alona Tropical Beach Resort

and Restaurant located at Panglao island at Tawala, Panglao, Bohol from

November 22, 2018 to February 22, 2019. The hands on training consists of a

total 720 hours.

Scope and limitation of the industry practice

The industry practice was limited to the Food and Beverage Department

from November to February until the required oh hours was completed.

THE ESTABLISHMENT

Background and Location of the Establishment

Alona Tropical lies in the north-eastern part of the famed Alona Beach in

the isle of Tawala, Panglao, Bohol, Philippines. It is a 30 minute-drive from the

heart of Tagbilaran City where the air and sea ports are located and shopping

centers are situated. The resort was established since 1988 and until now has

continued to provide a renowned service to people from within its country and

around the world. When it started, it only had 3 guest rooms and one restaurant.

Now, it has flourished and currently has 62 guest rooms, one restaurant called

the Baybayon (which means along the beach) restaurant, a swimming pool with

Jacuzzi, a gazebo, Frankz bar a beachfront wine bar named after the owner, a

souvenir shop and a dive shop. It also offers many more optional activities to

make your stay a more captivating escapade.

Vision, Mission and Goals of the Establishment

Vision

Alona Tropical Beach Resort prides itself as Panglao’s premier

tropical paradise with a unique service culture & philosophy in its prime

tourism service facility committed to provide quality & genuine hospitality

and affordable accommodations & services that bring greater customer

satisfaction & value for money. Everyone in the facility from management

to staff will be one cohesive whole in delivering a truly unforgettable guest

experience.

Mission

Alona Tropical Beach Resort boasts of a premier tropical paradise resort

with a wide array of food and beverages in the restaurant, naturally- landscaped

vicinities, pristine white sand beach and pool. It caters to both local & foreign

tourists and it aims to provide genuine hospitality & quality service in the pursuit

of customer satisfaction that offers good value for money while assuring a good

return to owners & shareholders & providing an inspiration to employees.

Goals

To employ a hundred personnel and provide training, retraining and

personal development opportunities.

Organizational Profile of the Establishment

Management Policies and Practices

All employees of ALONA TROPICAL BEACH RESORT are bound

by the rules and regulations of the company, as follows:

1. Employees should treat guests with respect and hospitality shall be shown

at all times by greeting guests with “good morning”, “good afternoon” or

“good evening”, “thank you”, “how may I help you?”, “come back again”

and other friendly and responsive gestures as the case may be. THE

USE OF FOUL AND OFFENSIVE LANGUAGE IS STRICTLY

PROHIBITED;

2. Employees shall observe proper hygiene at all times while on duty.

Wearing of prescribed complete uniform is a must when in the premises.

Employees not wearing complete uniform shall be considered ABSENT.

Complete uniform includes:

a) MEN: company uniform, company nametag, shoes. Wearing of

slippers is not allowed. For KITCHEN CREW, wearing of hairnet,

kitchen hat and apron is a must.

b) WOMEN: company uniform, company nametag, shoes. Hair must be

fixed, tied and bundled up. Wearing of light make-up is encouraged.

Wearing of slippers is not allowed.

3. Use of cell phone is not allowed during working hours;

4. Employees shall fill the daily time record (time-in and time-out).

Falsification of timekeeping and other records shall be dealt with

accordingly;

5. Employees shall conduct themselves in a respectable manner and must

not do anything that can cause nuisance or annoyance within the resort

premises;

6. Employees SHALL NEVER report to work under the influence of alcohol

and/or illegal drugs;

7. Smoking and littering is PROHIBITED within the premises;

8. Stealing guests’ or company property shall be dealt with severely;

9. Employees are not allowed to conduct illegal personal business within

resort property;

10. Employees shall keep the names of the guests confidential under all

circumstances;

11. All accidents, incidents and disturbances shall be reported directly to the

supervisor;

12. All lost and found items should be handed directly to the Front Office;

13. All suspicious persons or activities should be reported directly to the

Manager;

14. Possession of dangerous or unauthorized materials or weapons, as well

as possession, distribution, sale, transfer or use of alcohol or illegal drugs

within the resort premises is STRICTLY PROHIBITED;

 15. Fighting and threatening violence with fellow Employees in the workplace

is prohibited;

16. Unauthorized use of company telephone, mail system including company

website or other company owned resources/equipment is not allowed.

17. Sexual and all other forms of harassment is strictly not allowed;

18. Leaving his or her post within the working shift without prior and proper

notice is not allowed;

19. Tardiness and absenteeism is not tolerated;

20. Loitering and standing by in public areas within the resort premises during

working hours is prohibited;

21. All employees shall be committed to loyalty and work towards excellence,

innovation and continuous improvement in their service rendered to the

guests and the company(Establishment, Files).

Job Description

1. WAITERS / FOOD HANDLERS with the job description as follows:

 Welcomes customers when they enter the restaurant

 Take customers to their table of choice

 Takes orders and making sure the customer is aware of waiting time and

that orders are verified/clarified with customers

 In serving, LIQUIDS should be served and disposed RIGHT; SOLID

should served and disposed LEFT

 Attentive to guests needs and dish-out finished dishes

 Answers queries raised and provide information needed by customers i.e.,

food ingredients, how the food is cooked, room rates, other resort services

and facilities

 Engages, when necessary pleasant chat or conversation as customers

are waiting for food to be served

 Ensuring safety in food handling

 Coordinated with cashier in the preparation of the bill

 Hands bill to the guests

 Expresses thanks and invitation to come again when guests rise and

leave the restaurant

2. RESERVATIONS PERSONNEL with the job description as follows:

 Answer queries about resort information, booking and reservations in

the company email

 Provide guests with correct and professional information and

conversation

 Sends room quotations, booking confirmation and SOA (Statement of

Account) through email or fax

 Keeps track of deposit slip sent through email by the guests

 Plot in bookings and reservations and makes necessary changes

3. HOUSEKEEPER with the job description as follows:

 Prepares daily work plan based on tasks and assignments given by the

Housekeeping Supervisor
 Cleans all parts of the assigned rooms, especially ensuring toilets and

bathrooms are free dry and free from smell

 Changes linens and provides towels, toiletries and other room amenities

 Attends to housekeeping needs of guests and visitors

 Reports to Housekeeping Supervisor any maintenance and safety

problems related to assigned rooms

 Deliver bell services to carry guests’ luggage when billeting and checking

out.

4. KITCHEN CREW with the job description as follows:

 Ensures that Kitchen is clean, organized and insect free

 Ensure the swift transfer of orders to the guests

 Manage the cooking and plating procedure to ensure fast service

 Ensures all kitchenware complete, well-washed, clean and organized

 Ensures freezers are clean and organized

 Dishwashing, Butchering and Baking Bread

 Nightly weighing/preparation of orders

5. BELL SEVICE with the job description as follows:

 Conducting the Bell service activities such as luggage service upon

guest's arrival and departure, luggage storage, message service

fax delivery, parcel and mail hand-over, information service and

other related tasks.

 Opening the door of the car for the guest in a professional manner

at the main entrance of the resort and assisting to unload the

luggage if any.

 Extend warm welcome and appreciation to every guest / patron at

any customer approaching by greeting "Welcome to Alona Tropical

Beach Resort "or "Welcome back, Mr. / Mrs. / Miss So & So".

 Rooming the guest in a professional way, which includes

addressing the guest by name, holding the lift for guest and

extending hotel introduction to guest, etc..

 Having wealth of knowledge in relating to hotel products, events

and promotion, playing the role of salesmanship by doing their

effort to sell the hotel at each customer contact, to maximize the

hotel revenue.

 Assisting to arrange the transportation for guest in the absence of

Bell Captain.

 Being responsible for the cleanliness of the counter and the

surrounding environment.

 Being in charge of the lobby lighting on & off periodically.

 Distributing the newspaper to long staying guest and departments

concerned.
  Extend assistant to guests and patrons alike in a flexible manner

unless it is illegal.

 Maintain professional image while on duty with well grooming

hygiene and prescribed uniform.

 Perform other duties being assigned by the Bell Captain, Assistant

Manager, Front Office Manager or other concerned resort officers.

 Always concern energy and environment conservation issues in the

daily work.

 Perform all duties, other than the above as requested by hotel

policies and/ or his/ her direct supervisor.

The operation

In terms of the reservation process. Alona tropical beach resort and

restaurant has their own process of operation and procedure. At the front desk

office the receptionist who receive the first call shall introduced first her/himself.

The receptionist should answer the call in a friendly way and listen carefully, and

speak sincerely to the caller. The receptionist will ask the caller’s information like

the full name, contact number, arrived date, and time, departure time, number of

rooms they will occupy, the rate, mode of transportation, the amount of deposit,

and the date which the deposit is required. When the request of the reservation is

receive, the receptionist should call the caller if the reservation is confirm or not

at least two days before the schedule of the reservation. Registering the guest,

the receptionist should ask the guest if he/she have a reservation, with or without
the receptionist will asked the guest ID’s, passport, or any kind of identification

card, and also the voucher booking for registration. The receptionist will assist

the guest to fill up the registration form then print out the folio. Before the guest

can enter his/her room, the receptionist will explain an inform about the guest

booking if he/she had a complimentary breakfast and also about the payment,

then inform the guest about the policies of the resort. Then introduced the guest

to the bill man, the one who assist the guest to their respective rooms. Upon the

arriving the rooms, the bill man will open the rooms and introduced some

amenities insight, then asked an extra service like opening the curtain to see the

view of the resort, then turning on the television for entertainment and the aircon

to make the guest feel comfortable and special. And hope the guest have a good

stay.

In terms of food and beverage process when the arrive at the restaurant

the waiter or waitress will welcome the guest and assist the guest to their table

and introduced himself/herself and give the guest the menu for them to choose

their order, the waiter/waitress will prepare three slip, one for the kitchen

department, who cook and prepare guest food orders, one for the cashier and

also one for the his/her copy. After the waiter/waitress get the order from the

guest the waiter/waitress will repeat the orders to make it clear and avoid

mistakes. In serving process the waiter/waitress serve the food orders at the left

side of the guest and drinks at the right side of the guest, then wish the guest

have a good meal.

 Alona tropical beach resort offers different kind of product and services to

provide the guest expectation and needs such as birthdays, weddings, seminars,

and conventions. The facilities available in the establishment are the baybayon

restaurant which is located near at the sea shore, the franks bar, also have

swimming pool with jacuzzi and ample parking space.

THE INDUSTRY PRACTICE ON-THE-JOB TRAINING

General Orientation and Observation Experience

Before the author left in campus for his training at Alona Tropical Beach

Resort Restaurant. He was given a briefing orientation at their department by the

adviser, dean of the department and department head.

The was necessary, in order to equip the author together with his

classmate with the necessary skills, knowledge and techniques on how to

effectively gained information in hospitality industry practice report required.

On November 21, 2018 the author arrived at the Alona Tropical Beach

Resort. Before he was assigned to his assigned department task the HR

assistant and the manager introduced first the rules and regulation of the resort.

The author also given by the manager which department we’re he assigned, and

he assigned in food and beverages department.

During applying for an On-the-Job-Training the author went to different

establishment in Panglao.There was a big difference when the author came there
like new buildings, new infrastructure and etc. First thing he do, the author went

to Alona Tropical because their schoolmate told him that Alona Tropical was a

kind of resort that offers free meal, and allowance worth of 50 a day.

And no more hesitations, the author gave his resume and also the

enclosed application letter to the reception. Afterwhile, there’s a uniformed

employee told him to wait for a seconds since she will be the one who’ll goin’ to

interview us one by one and her name was Maam Maria.

Honestly, the author was so nervous during that time but he just faced it

for the sake for his OJT. Meanwhile, after the interview, Maam Maria

congratulated the author and says that his hired in their establishment. The

author was so happy during that time knowing that Alona Tropical offers free

meal and allowance which it has a big help for the expenses with his stay in

Panglao. Then Maam Maria told him that they will just send the following

requirements soon.

Days passed by the author received a text message, and it was stated

there that he should attend for the interview and for the OJT briefing with the HR

Manager. And yes, the author did not failed to attend at the resort with his friends

for that matter. It was October 13, 2018 when the author went there. Maam Maria

guided the author with his friends going to the function room while waiting and

settling themselves before the interview.

When the door opens, the author saw a guy wearing a prestigious outfit

knowing that he was the HR Manager in the resort. Still having nervousness,
especially when he mentioned that they’ll going to interview the author with his

friends alphabetically. And the author be the first one to deal with that. But the

author considered that it’s a challenge and a great opportunity that if he

overcome that, it will be a priveledge to consider himself as part of their

company.

After the author Interviewed, The HR Manager told him that he have a

good idea since the author answered his questions. And then the author’s

colleages will be the next, still they were also interviewed regarding with their

resume as well. Then after, he tackled the rules and regulations of the resort then

HR Manager told them that they’ll be texting for those who were qualified. And

the author with his friends shocked since the first interview with Maam Maria told

them that they’re all qualified.

It was late in the afternoon when the author with his friends went home

since the meeting adjourned at exactly 4:00 pm. But still they’re hoping that the

author with his friends will be hired as an OJT, because they spent money

already in traveling since it’s too far from the school. But well, God is good all the

time, because he answered my prayers. The next day, it was October 14, 2018

after the briefing and interview, the author got a text message that formally

congratulated him for being hired as an OJT in their resort. The author was so

happy that time knowing that he did it.

The author with his friends received a text message. And it was stated

there that all the requirements must be comply before the said date. So, the

author try to comply all those requirements like the MOA, Parent Consent,
Endorsement Letter, Grading Sheet, DTR, having the Medical Certification,

Police Clearance also the author with his friends went to the city for buying and

printing for the uniform. Well God is so good, and everything was planned since

he accomplished all those requirements though they are all lacking out of time.

The author can’t forget the day when they’re oriented again by the HR

Manager and also the talk of Mr. Francisco Montero the Proprietor of Alona

Tropical Beach Resort on November 19, 2018. After the very long talk of the

proprietor, given with our proper schedule including our day off.

Well, November 22, 2018 was his first day of my duty. The author was

assigned in food and beverage department where the assistance HR Manager

assigned us. The author’s duty starts at exactly 4:30 am in the morning and end

up at exactly 2:00 pm in the afternoon. The author was still sleepy to wake up

that time, but as to obey the rules and regulation of their establishment, he must

to follow the task that given.

A few minutes will take to walk from my boarding house to the resort.

When the author was arrived at the restaurant, the first thing to do was to

observe what they do, and what they always prepare in the buffet station.

In the buffet station, the author with his colleague usually prepare the

chafting dish and it’s burner, kind of plates, soup steamer, salad station,

pancake, homemade bread with butter and jam, fresh juices, fresh fruits, and

also the egg station and etc. And serving the guest with coffee or tea, also with
their service water, serving the style of egg that they’ve ordered to be cook as

part of their buffet meal.

And after 10:30 am, when all of the In-house guest were completely done

eating in the restaurant, they used to pull out all that part of the complimentary

meal such as foods, fruits, juices, salad and soup and everything that seems to

be seen in the buffet station. Then after pulling out, we prepare the menu for “Ala

Carte” were the meats are being portioned. So when guest arrived, we usally

greeted them, take their orders, serving their orders, billing and bidding them

goodbye.

Lots of activities was held at the resort. such as December 21, 2018 we

celebrated our Alona Tropical Christmas. Having some fun, games, and even

prices was handed out and it was nice since it was hosted by Jessel Sanchez.

The author was received also a christmas gift from the proprietor of the resort,

and a check worth of 500 pesos. And they presented the funniest video

challenge, choral competition and lastly presenting our christmas carol contest.

It was December 24, 2018 in the evening, at exactly 8:00 pm when the

program started. We presented different traditional dances presentation such as

moro-ami, gorong-gong, tarsier, tago-bilaan, calamay and many more just to

make the guest satisfy and to them amaze while they are having some dinner at

seashore. During that night we’re giving garlads, and watching the fireworks

display.
 Last December 31, 2018, we celebrated New year eve. During that night

the author with his colleague danced at the seashore with the guest, welcoming

them to our dinner buffet with our very spectacular dances. And at exactly 12:00

midnight the author with his colleague together watched with a fireworks display

and after the celebration, the author cleaned all the mess, pull outing the tables

on the sand beach, buffet station and bidding goodbye to the customer.

On February 22, 2018 my last day of my duty at the resort. I woke up and

felt blessed to woke up that day. Well, the same thing, we prepared everything

for the breakfast buffet and setting up everything. Still serving coffee, tea, service

water, eggs, and etc. it’s the same thing. My last day of duty I took an overtime

since there was a bridal shower at the seashore, but the author still serving and

handling guest until 6:00 pm in the evening. He won’t forget everything, all those

things experiences that broaden his knowledge and boast his confidence.
 THE INDUSTRY PRACTICE ON-THE-JOB TRAINING AND

EXPERIENCES

General Orientation And Observation Experiences

Before the author left the campus for his training at Alona Tropical Beach

Resort. He was given a briefing session at their department by the advisers,

department head and college dean. This way necessary in order to equip the

author and his friends with the necessary knowledge and techniques on how to

efficiently gather information in making the industry practice report required.

On November 21, 2018, the author arrived at the Alona Tropical Beach

Resort. Before he was assigned to a certain department, the author was oriented

about the basic rules and regulations in the establishment. The author was also

given some insights by Ms. Maria Reveleo Miro about the establishment and

assigned us with our designated task, our schedule time, including our day off

and then assigned to the food and beverage department.

INSIGHTS AND LESSON GAINED FROM THE INDUSTRY PRACTICES

Aside from the lesson in that the author learned in school, there were also

lots of lessons during his industry practice. The learning in the school was quite

different from the actual field of the job. You only read, study and make

requirements in school about the hospitality that will widen and enhance the

author’s experienced during industry practice at the Alona Tropical Beach Resort.

The author was assigned only at the food and beverage department. The

author learned on how to entertain guest, the standard operating procedure on

dealing customer, taking orders, serving properly, handling guest request and

complaints.

The author learned a lot of things during his training.