P. Sanchez St. corner Pat Antonio, Sta.

Mesa Manila

“Marco Polo Plaza - Cebu”

“Amorita Resort”
Presented by the Tertiary Students of
STI College Sta.Mesa

In partial fulfillment of the requirement for the subject of

Quality Service and Management

By:
Alyssa Velasco
Rhea Capon
Carmela Tangbaoan
Kristine Gualberto
Eula Otacan
Christine Ramirez
Daniel Macapagal
Gerlyn Moralde
 MARCO POLO
PLAZA

Located at the prestigious Nivel Hills at 600 feet above sea level, the property
provides a panoramic view of Cebu City and Mactan Island. All 329 spacious and
comfortable guest rooms and suites have free-wifi internet access and premium
amenities.  Guests seeking exclusivity will enjoy the Continental Club rooms and
suites which come with privileges such as access to the Continental Club Lounge
that provides club concierge, complimentary all-day refreshments and happy hour
cocktails and wine.

DESCRIPTION OF SERVICES
Marco Polo Plaza, Cebu is home to some of the award-winning restaurants and
food of Cebu. The signature buffet restaurant Cafe Marco is awarded "Best
Premium Buffet" by Sun.Star Best of Cebu, a news and media company.  The
same media company also awarded Marco Polo Plaza the "Best Ensaimada", "Best
Cheesecake" - Mango Cheesecake and "Best Choco Chip Cookies" - Malicious
Cookies. The rooftop restaurant Blu Bar and Grill is consistenly awarded as one of
the Philippines' Best Restaurants by the prestigious Philippine Tatler Magazine.

Marco Polo Plaza Cebu hotel has 329 well-appointed guest rooms including 20

suites with spacious bathrooms, fine amenities and modern features.
 MAIN DUTIES OF STAFFS

 HOUSE KEEPING DEPARTMENT

The Housekeeping department takes pride in keeping the hotel clean and comfortable,
so as to create a ‘Home away from home’. The aim of all accommodation
establishment is to provide their customers with clean, attractive, comfortable and
welcoming surrounding that offer value for money. Nothing sends a stronger message
than cleanliness in a hospitality operation. No level of service, friendliness or glamour
can equal the sensation a guest has upon entering a spotless, tidy and conveniently
arranged room. Both management and guest consider the keeping of the place clean
and in a good order a necessity for a hotel to command a fair price and get repeat
business.

 FRONT DESK DEPARTMENT

Front Desk is a very important department in the hotel, making direct contact with
guests. The main function of this department is Reservation, Guest service, Check-in,
Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment,
Inquiry etc. The Front Office is also called the nerve centre of a hotel. It can be
defined as a front of the housing department located around the foyer and the lobby
area of a hospitality property. As this department is located around the foyer area of
the hotel and is visible to the guests, patrons and visitors, they are collectively called
“Front Office”. Should guests have any problems or require to appreciate or
comment, they would normally go directly to the Front Office, because it is
convenient to contact and converse with other departments. Therefore, this
department is the direct delegate to link the work and report the consequence to other
departments.

 ROOM SALES AND RESERVATION

DEPARTMENT
 The term 'reservation' used in the context of a hotel, means the booking or reserving
of a room (accommodation) by a guest. Reservations leads to reserving of a particular
type of room for a particular guest for a given period of time. It also gives the guest
the first impression of the hotel.

CHECKLIST OF A COSTUMER SERVICE STANDARD

At its core, the Marco Polo Hotels holds the following standards:

Exceptional Service - We understand that the value can be created with every
encounter and this is reflected in our superior standard of service.

Integrity - We are honest and straightforward in our interactions with our owners,
guests, colleagues and the communities in which we operate.

Respect - We respect the objectives of our stakeholders, the values of our guests,
and the cultural difference in the locations that we operate.

Teamwork and Passion - We bring our individual expertise, creativity and

passion for our industry as a Marco Polo team member. This sets us apart and is
the essence of the Marco Polo Way. Continuous Improvement - We are innovative
and utilize best practices to continually improve our management techniques, and
the quality of our products and services.
 AMORITA RESORT

Amorita Resort Bohol is a 4-star resort set top a cliff, surrounded by landscaped
grounds and gardens. It is a world-class leisure facility that recently opened and
offers 34 luxuriously furnished room accommodations in three categories: deluxe,
ocean view villas, and garden view villa. Amorita Resort Bohol is the only resort
in Bohol blessed with a clear, panoramic view of the crystal blue Panglao Sea.
Inclusive of room rates are double room accommodation, breakfast for two persons
and roundtrip airport transfers (from Tagbilaran Airport to the resort and back).
 DESCRIPTION SERVICES

Amorita Resort Bohol boasts of 34 luxurious rooms, a restaurant, a pool bar, function rooms, and
an infinity pool. Construction is still on-going for a spa facility and a dive shop.
Deluxe Room
There are 20 deluxe rooms available and all fully air-conditioned. Each room has an area of 35
square meters and provided with two (2) queen-sized beds complete with comfortable linens and
pillows. The rooms are equipped with telephone and PABX system, cable TV, smoke detectors,
private toilet and bath with hot and cold shower, and a veranda.
Ocean View Villa
There are six (6) Ocean View Villas and each with an area of 150 square meters. The villa has its
own plunge pool with Jacuzzi, overlooking the sea, and a unique outdoor toilet and bath, hot &
cold shower, complete toiletries, fresh-smelling towels, and clean bathrobes. Fully air-
conditioned, the villas are equipped with king-sized beds, linens and pillows, closet with
umbrella and flashlight, telephone and PABX system, cable LCD TV, mini bar, smoke detectors,
and a veranda or sundeck. All furniture is made from local materials.

Garden View Villa

There are six (6) Garden View Villas with an area of 150 square meters each. Each villa has a
plunge pool with Jacuzzi, outdoor toilet and bath, hot and cold shower, complete toiletries, fresh-
smelling towels, and clean bathrobes. Fully air-conditioned, it also has cable TV, telephone and
PABX system, mini bar, mini refrigerator with two (2) complimentary bottled water, safety
deposit box, a hot water kettle with assorted teas and 2-n-1 coffee mix, a veranda or a sundeck.

Resort Facilities/Services
Acceptance of credit cards, airport/boat transfers, babysitting/childminding services, currency
exchange, function room, dive shop, infinity swimming pool, landscaped grounds and gardens,
laundry services, massage services, medical assistance, pool bar/juice bar, power supply, private
garden for each villa, restaurant, room services, security services, standby generators,
tour/transportation assistance, wellness spa, WiFi facilities.
 MAIN DUTIES OF STAFF

 EXECUTIVE CHEF
is in charge of the group of cooks who operate in the kitchen of a restaurant. They
oversee some of the administrative chores needed with running a restaurant,
regardless of its size, speciality, or level of service; they also engage in cooking, plan
menus, invent new recipes, and supervise kitchen workers.

 CHIEF ENGINEER OVERSEES

the operation, maintenance, and repair of hotel equipment, tools, and facilities at the
resort. They usually supervise the maintenance crew and may work in an office or on
the site, dealing with HVAC and other concerns. He may collaborate with
contractors to organize renovations, remodelling projects, and new construction in
addition to maintenance chores.

 ASSISTANT PURCHASING MANAGER

The Assistant Purchasing Manager is in charge of the Resort's purchasing operations
as well as the provision of all food and non-food items. Items can be purchased
locally, domestically, or imported from another country. Quality is the most
important factor in every transaction. Second, we want to get the requested quality at
the greatest possible market pricing. In terms of purchasing, adherence to purchasing
standards and One-Of Collection Quality Standards. According to the Accounting
Department, strict adherence to internal purchasing rules is required.

 PRIVACY POLICE
Amorita Resort respects your privacy and is committed to protecting all the personal
information you provide us in the course of our transactions and hotel operations. In
compliance with the Data Privacy Act of the Philippines (RA 10173), we have
procedures and systems in place to enforce this policy and ensure that all personal
information provided by our guests, partners, employees and all our stakeholders
remain private, confidential, and secure.

CHECKLIST OF A COSTUMER SERVICE STANDARD

 Set clear service expectations.

 Speak from the company’s voice.

 Listen more than you talk.

 Provide more than the customer needs.

 Respond as quickly as possible.

 Put the customer first.

 Learn everything about your company’s products and services.

 Match customer needs with product solutions.

 Create and follow the chain of command.

 Help your fellow teammates. Remain calm during crises.

 Alleviate any point of confusion.

 Build guidelines to swiftly and fairly resolve issues.

 Don’t take it personally.

 Stay professional and polite.