OLIVAREZ COLLEGE

Dr. A. Santos Avenue, San Dionisio, Parañaque City

COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

Name: Tricia Mae C. Javier

Topic: Jargon Used in The Travel Industry and The Art of Negotiation

LEARNING INSIGHT

Today March 14, 2022, we have one online session in our on-the-job training at Rajah Travel
Academy, which is the Art of Negotiation since our Jargon Used In Travel Industry Session is
cancelled.

Today we have a cancelled first session in Jargon Used In the Travel Industry so our first session
for today is the Art of Negotiation b Ms. Azenith. In our session in Art of Negotiation we just
have a presentation per group and today there are two groups that present their answer. I’ve
learned somethings from Ms. Azenith comments to the presenters for today. Ms. Azenith
commend them for a good presentation, good points in the conversation, and the body language
of the presenter and on how they deliver their presentation. I learned that from the audience point
of view, that body language is very important, watching them presenting with good body
language is interesting. The nonverbal signs we use to communicate are referred to as body
language. According to specialists, nonverbal signals account for a significant portion of daily
communication. The things we don't say, from our facial expressions to our bodily motions, may
nonetheless convey a lot of information. I’ve learned that understanding body language is key,
but so is paying attention to other indicators such as context. In many circumstances, rather of
focusing on a single action, you should consider signals as a collection. Our facial expressions
might sometimes convey our genuine sentiments about a subject. While you may claim that you
are alright, the expression on your face may suggest otherwise. The eyes are sometimes referred
to as the "windows to the soul" because they may disclose a great deal about how a person is
feeling or thinking. Observing eye movements when conversing with another person is a natural
and crucial aspect of the communication process. You may observe if people are making direct
eye contact or diverting their gaze, how often they are blinking, or if their pupils are dilated.
When someone stares you in the eyes during a conversation, it shows that they are engaged and
paying attention. Prolonged eye contact, on the other hand, might feel dangerous. On the other
hand, breaking eye contact and frequently looking away might indicate that the person is
distracted, uncomfortable, or trying to conceal his or her real feelings. Smiling is one of the most
powerful body language cues, but it may also be perceived in a variety of ways. While estures
are some of the most clear and evident forms of body language. Waving, pointing, and using
one's fingers to signify numerical
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

quantities are all popular and simple motions. The last thing that makes the presenter interesting
is that they never lose their posture. Posture may express a plethora of information about how a
person is feeling as well as suggestions about personality traits such as confidence, openness, or
submissiveness.

Tricia Mae C. Javier

(Name of the Student & Signature)
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

Name: Tricia Mae C. Javier

Topic: SSHOTS and Designing General Tourism Marketing

LEARNING INSIGHT

Today, March 15, 2022, we only have a two session in our on-the-job training at Rajah Travel
Academy , which is the SSHOTS and the Designing General Tourism Marketing. The SSHOTS
is being led by Ms. Jessica Saniel and The Designing General Tourism Marketing is being led by
Ms. Jessica of Rajah Travel Academy.

SSHOTS – In our first session for today in SSHOTS Ms. Jessica Saniel I’ve learned a lot about
the Behavioral Standards that a tourism and hospitality employee must have. First, always wear a
smile and makes an eye contact during the entire engagement. "The first aspect of nonverbal
communication is a smile It has. several intonations such as affection, sarcasm, or civility. It also
helps to break the ice between two individuals and facilitates future discussion . Also eye to eye
contact is also very important. Making eye contact helps both people focus on the conversation
and read facial expressions. This can improve understanding. And improving understanding can
significantly improve communication between two people. Second, is to greet people you pass
always. Greeting someone you know is a vital part of courtesy and goodwill. Third is to always
acknowledge guest immediately. This is important because some clients are very short tempered
and cannot wait that longer. So slow response will make them irritated and there a possibility that
they will not continue the transanction or they will leave a bad feedback to you and to your
company. Fourth is to always be well groomed and complete uniform and always wear the name
tag. The significance of name tags is broad, but the principal application is identification. Name
tags are ubiquitous, from retail storefronts to secure data centers. Consider this: security is a top
responsibility in every firm. Whether it's making it easier for customers to locate someone to
answer their queries or providing extra security to data centers with Photo ID Badges, your staff
can now focus on their work rather than extraneous distractions. By providing your personnel
with name tags to wear, you are allowing them to be seen.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

RAJAH- In our second session with Ms. Jessica of RAJAH I’ve learned the Destination Finder is
the process of booking in hotel or an airline. First, you need to start the process and proceed to
the registration. The goal of visitor registration is to record the guest's details for official
purposes. During the reservation process, the front office worker requests that the customers
enter their personal information on the GRC. The staff verifies guest’s identity first by politely asking
the guest’s name. The staff member then requests to show a photo ID such as driving license or a valid
identity card from a well-known organization where the guest is working. If the guests are from a foreign
country, the staff requests them to show passport. When visitors arrive at the hotel, the front desk worker
hands along the GRC for them to complete out. In the case of VIPs, the staff inputs the information on the
card and obtains the signature of the guest. The staff then prepares a registration record for the guest,
countersigns it, adds real copies of the passport or other ID cards, and saves it in the guest history file. In
the software system, the visitor reservation record is established as a registration record. next is to
present an invitation. Next is to identify the guest if it is a group, company or etc. so that you can
assist them accordingly and you can identify the options of mode of payment for them and
discuss the things that you need to disclose to them so that the employee and the customer at the
same time will have understanding in their transanction.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

Tricia Mae C. Javier (Name

of the Student & Signature)
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

Name: Tricia Mae C. Javier

Topic: Appreciating Airline and Airport Operations

LEARNING INSIGHT

Today, March 16 , 2022, we also have only one session like yesterday in our on-the-job training
at Rajah Travel Academy, which is the Appreciating Airline and Airport Operations. The
Appreciating Airline and Airport Operations is being led by Ms. Marj Custodio of Rajah Travel
Academy and we have one

In our session today we study about the CAAP, Civil Aviation Authority of the Philippines
CAAP's mandate encompasses a variety of functional areas, including responsibility for air
traffic control. Create and prescribe rules and regulations for the inspection and registration of all
aircraft owned and operated in the Philippines, as well as all air facilities, and establish and write
rules and regulations for the enforcement of air transportation legislation. It also determines,
fixes, and/or prescribes charges and/or rates applicable to the operation of public air utility
facilities and services, as well as administering and operating the Civil Aviation Training Center,
operating and maintaining national airports, air navigation, and other similar facilities in
accordance with ICAO. Finally, CAAP performs such other powers and functions as may be
prescribed by law. The Air Traffic Service (ATS), it provides Provides and maintains air traffic
services in compliance with established national and ICAO standards and recommended
practices, as well as administers and implements operational plans, projects, and initiatives. It
also establishes and ensures optimal utilization of controlled and navigable airspace within the
Manila Flight Information Region, develops and formulates ATS policies, rules, regulations,
procedures, and standards, plans and implements ATS infrastructure projects, provides training
and career development to ATS personnel, and coordinates with international organizations,
stakeholders, and higher management on the development of new facilities, procedures, and
standards.. Also I learned a lot about MIAA, Manila International Airport Authority is
established and endowed with the authority to manage and operate the Manila International
Airport.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY

ASYNCHRONOUS- MARCH 16-17 SSHOTS- Today we have an asynchronous class and we

have a quiz. about our session yesterday and I got 9/15. The questions are, One, All the items
below are part of the Core Behavioral Standards of a hotelier except for one and the answer is
We ensure to provide room upgrades to guest for commendation. Second question is On our
daily cycle, do we consider creation of reservation part of our tasks, and the answer is yes. The
third question. What is the maximum number of times can we only mention the name of the
guest during the entire interaction. The answer is thrice only. Next question is, As a Front Office
Agent, how can we provide personalized service to our guests. The answer is by recording their
personal details and preferences durong reservation, check in and every guest request. Next is to
explain the ten and five feet rule in guest engagement and the is ten feet away from you,
acknowledge the guest presence and five feet away- start the conversation with the guest. Next
is, part of our job is to do everything possible to ensure that the guests depart the Hotel with a
positive impression of the hotel. How do we implement this. The answer is Immediately call our
manager or supervisor to recover any guest who is complaining at point of checkout. Next,
Which of the following is not part of the Guest Service / Front Office sins, the answer is
definitely I can help you with that, Next is the guest insisted to take a picture with you inside the
Front Desk station, how will you respond to the guest, the answer is I’m sorry sir, but the front
desk station is probihited area. Ifyou want, we can take photo outside the front desk. Next
is,Which of the choices below is incorrect when saying "NO" to our guests, the answer is, if the
guest wants to be assisted during peak period. Next is, In the basic CORE VALUES of a hotelier,
what does SELFLESSNESS means, putting others person’s needs before you. Next, What does
the term FOLIO means, the answer is guest billing statement, Next is Which of the following
room status states that the room can accommodate new guests, the answer is vacant clean.

Tricia Mae C. Javier

(Name of the Student & Signature)
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY

Name: Tricia Mae C. Javier

Topic: Working on Various Content Platforms, Jargon Used in the Travel Industry and The Art
of Negotiations

LEARNING INSIGHT

Today, March 17, 2022, we have a three sessions in our on-the-job training at Rajah Travel
Academy, which is the Working on Various Content Platforms, the Jargon Used In the Travel
Industry and The Art of Negotiation. The Working On Various Content Platforms is being led by
Ms. Marj Custodio, The Jargon Used in The Travel Industry is being led by Mr. Angelo and the
Art of Negotiation is being led by Ms. Azenith.

In our first session for today we study about the NDC or the New Distribution Capability. NDC
(New Distribution Capability) is an IATA-sponsored effort (NDC Program) that aims to create
and promote a new, XML-based data transfer standard (NDC Standard). The NDC Standard
improves interactions between airlines and travel agencies and is available for implementation
and usage by any third party, intermediary, IT supplier, or non-IATA member. NDC enables the
travel industry to transform the way air products are retailed to corporations, leisure, and
business travelers by addressing the industry's current distribution limitations: product
differentiation and time-to-market, access to full and rich air content, and, finally, a transparent
shopping experience. The primary goal of NDC is to optimize engineering and maintenance
measures to improve safety, reliability, and productivity, as well as to promote global
harmonization of aircraft equipment, identify reduction opportunities in fuel consumption and
carbon emissions, improve safety and operational efficiency in ground operations, drive industry
changes in baggage handling, meet the demand of aviation professionals, and improve the safety,
quality, and efficiency of training.

In our second session in the Jargon Used in the Travel Industry I learned a lot about Boutique
Hotel. A boutique hotel, according to the Oxford English Dictionary, is "a small attractive hotel,
often located in a trendy metropolitan area." A boutique hotel has a unique personality,
purposeful design and décor, and individualized service. Though the concept appears ageless, the
word "boutique hotel" has only been around for a short time. Legendary hotelier Ian Schrager
and his business partner Steve Rubell popularized the name after establishing the Morgans
Hotel in New York City in 1984. They compared
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY
large-chain hotels like Hiltons and Marriotts to department shops, but the Morgans Hotel was
more like a boutique: intimate, stylish, and inventive.

While in our third session we just had our group reporting again.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY

.
Tricia Mae C. Javier
(Name of the Student & Signature)
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY

Name: Tricia Mae C. Javier

Topic: Travel Brand Training: Uniworld and Designing General Tourism Marketing

LEARNING INSIGHT

Today March 18, 2022, we have a three online session in our on-the-job training at Rajah Travel
Academy, which is the Travel Brand Training: Uniworld and Designing General Tourism
Marketing. The Travel Brand Training: Uniworld is led by Mr. Dino and Designing General
Tourism Marketing is being led by Ms. Jessica.

SSHOTS- Today in SSHOTS, I learned a lot. We study first about the types of identification
card or what we called ID. The ID are acceptable in hotel check in as long as it is a government
issued ID, except the TIN ID, meanwhile, if you are a foreigner that want to check in, only
passport are acceptable. Next, we study about the Luggage Tag and the Official Receipt. During
luggage handling, an agent must attach luggage tag in the customer or clients bag or luggage that
is left in the front desk. Since this is a perforated document, the other copy must be given to the
client for their reference. Next is the official receipt. An official receipt is the receipt that is being
issued if the payment applies for all the incurred charges of the guest. This is already taxable and
is no longer subjected for refund unless there is a wrong transanction included in the guest folio.
If in the event, you have to void the initial receipt and issued another one. Ensure to get the initial
copy and attach it in the OR booklet together with its duplicate copy. One of the most important
advantages of requesting official receipt is the completeness of accounting records to substantiate
the presence of recorded transactions. Your accounting records would be incomplete without an
official receipt, which might be problematic in the long run. Another reason to get an official
receipt is that it can be used to lawfully reduce or eliminate tax liabilities. Because the official
receipt may be used as a cost that is deducted from sales, it effectively reduces your company's
tax payments owing to decreased net income. One of the biggest reasons for audit, in my
experience as a relieving cashier and admin at Honda, is a lack of papers, such as official
receipts, to establish the presence of the transaction. Requesting formal receipts and correctly
filing them will reduce the chance of an audit.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY

RAJAH- In our session with Mr. Dino. I learned about the River Heritage Club the UNIWORLD
has. While gaining new clients is critical to the growth of your company, so is maintaining
current ones. You can maintain a consistent income stream by motivating consumers to continue
purchasing your products and services. Offering customer loyalty programs is one approach to
entice consumers to return. In this post, we define loyalty programs and discuss the benefits of
utilizing them. Customer loyalty programs are incentives used by businesses to entice customers
to return to their store or online. Instead of courting new consumers, you may build customer
loyalty programs to reward your existing ones. However, if new consumers learn about your
program, they may be interested in checking out your company as well. Seeing whether your
organization can implement one of these programs will help you grow a better client base,
whether you work as a salesperson, marketing professional, or in any other business development
function. The River Heritage Club is an outstanding loyalty program for the exceptional guest of
the UNIWORLD. All guest that are in club will receive a welcome gift, members only offers, in
room fruit platters, credit, priority notification, laundry, river views, e- magazine, cocktail party
and TTC Loyalty Savings.

While in our last session for today, we only have a group presentation.
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT
 OLIVAREZ COLLEGE
Dr. A. Santos Avenue, San Dionisio, Parañaque City
COLLEGE OF TOURISM AND HOSPITALITY MANAGEMENT

Tricia Mae C. Javier

(Name of the Student & Signature)