Jimenez Lady Belle

COLLEGE OF HOSPITALITY MANAGEMENT
A REPORT IN ON THE-THE JOB TRAINING
Completed at:
GRAND XING IMPERIAL HOTEL
LOCATED AT H. MONTINOLA CORNER MUELLE LONEY STREET, ILOILO CITY
In partial fulfillment of the requirements in the subject
TM 4200- Practicum in Tourism Industry
Submitted to:
Submitted by:
Lady Belle G. Jimenez
April 28, 2023

Central Philippine University
Dr. Lucio C Tan, College of Hospitality Management
Lopez Jaena St., Jaro, Iloilo City
ACKNOWLWDGEMENT
I'm writing to express my heartfelt appreciation for the opportunity to finish my on-the-job
training at the Grand Xing Imperial Hotel. I'd want to take this opportunity to recognize and
thank Sales Manager, Maria Catherine A. Talaron, and Front Office Manager, Mariel T. Testigo
and the rest of the team for their help, guidance, and mentorship throughout my time at the
hotel.
I would also like to thank my Practicum Coordinator, DR. Maria Amihan T. Panes, as well as my
Dean, Prof., for their constant support throughout my academic career. They have been
incredibly helpful in assisting me in achieving success in my field of study.
Furthermore, I would like to acknowledge my family and God for their contributions to my
achievement. Their love, support, and encouragement have served as a constant source of
inspiration for me in my academic and professional endeavors. I would not have been able to
reach my objectives without their constant support.
Lastly, I would like to express my gratitude to Central Philippine University for providing me with
a high-quality education as well as the opportunity to get practical experience in my field of
study. My academic studies and on-the-job training have provided me with information and
abilities that will be essential as I pursue my future career aspirations.
Once again, I would like to express my sincere thanks to everyone at the Grand Xing Imperial
Hotel, my practicum adviser, my dean, and Central Philippine University for their support and
assistance during my on-the-job training. I am confident that the skills I learned and the
experience I gained will help me to achieve my future career goals.
Table of Contents
TITLE PAGE PAGE
INTRODUCTION 4
Company Profile 4
History8
Mission/Vision 8
Table of Organization 9
Operations/Services 9
Job Description of Each Department 11
Working Environment 13
Employee Development Welfare Programs 14
Social Responsibility Programs/community outreach 15
Practicum assignments/Schedule per area assigned 4
Recommendations 8
Conclusion 8
Daily Journal 11
Evaluation Grade Sheet 13
Scanned DTRs 14
Certificate of Completion 15
Curriculum Vitae 1
INTODUCTION
COMPANY PROFILE
I. COMPANY LOGO
A merge of hotel and event centers committed to provide and maintain its superb
service. Portraying its grandeur and luxury that guests could afford.
II. COMPANY OVERVIEW
Their first business venture together started with The Lee Garden, a Chinese restaurant at
Delgado Street, Iloilo City. The closing of this restaurant led the partners to take interest in the
hotel business. Thus, on December 8, 2003, the Iloilo Grand Hotel started its operation at Iznart
Street, Iloilo City. Mr. Marcelino M. Florete, Jr., an experienced hotelier as owner of the Cebu
Business Hotel in Cebu, became the Chairman of the Board. Mr. Rodolfo C. Tiu was elected
President and Chief Operating Officer, Mr. Romeo S. Go, Treasurer and Ms. Helen L. Tan,
Corporate Secretary. Seven years after, on December 8, 2010, a sister hotel, The Grand Tower
Suites located at H. Montinola - Iznart Streets was officially opened for full operation. In time,
the partners decided to expand and put up their own respective hotels. Florete, Tan and Go
decided to sell their shares to Mr. Rodolfo C. Tiu. Hence, on January 2014, The Tiu Family
became the sole owner of Iloilo Grand. On July 1, 2015, Madison Hotel PHL, located at Delgado
Street, Iloilo City, was officially opened for operation. This is the third hotel of the Grand Hotels
chain. And with the gradual rise of Iloilo City in terms of business and economy, comes also the
rise of the newest and one of the grandest hotels in Iloilo – The Grand Xing Imperial Hotel.
Towering with eminence, the hotel is located at H. Montinola Corner Muelle Loney Street, Iloilo
City and this is the fourth hotel of the Grand Hotel Chain.
III. MISSION, VISION & CORE VALUES
MISSION
These are our reasons for existence, our Mission:
 To provide a working environment that inspires and motivate service excellence for total
guest satisfaction.
 To provide a place where the care and comfort of our genuine guest is our first and
highest mission.
 To satisfy our guests in the most comfortable and caring manner through continuous
process innovation and improvement.
 To deliver the GRAND – Grandiose, Reliable, Accommodating, Note worthy and Distinct
way of service with ILONGGO pride.
VISION
As we deliver our Mission, we see ourselves in our Vision as:
We pledge to provide a chain of event and Convention center for our travel partners to
experience the height of comfort, finest personal service and a luxury that you can afford.
CORE VALUES
We pledge in maintaining the highest standard of professional ethics, uncompromised by both

words and deeds, inside or outside the company walls.
Integrity
Respect
Passion
Innovation
Customer Centric
Exceptional Service
IV. ORGANIZATIONAL CHART
V. JOB DESCRIPTIONS OF EACH DEPARTMENT
SALES & BANQUET DEPARTMENT
The Sales Department dealt with the reservation about the availability of function rooms and
forwarded all reservations and requests to the Food and Beverage Department (F&B), Banquet
and Accounting. The F&B Department handled all food and beverage requests and concerns,
the Banquet Section dealt with the preparation for the set-up and design of the function rooms,
and the Accounting Department was in charged with the financial aspect of the operations
FRONT OFFICE DEPARTMENT
The Front Office Department dealt with guest room reservations and increasing rooms revenue.
In some hotels, the Front Office Department consists of six sections: the reception, reservations,
billing, bell service, telephone exchange, and business center. For Grand Xing imperial Hotel,
the department consisted of Bellmen who assisted guests and took care of their luggage, and
the Front Office Associates who performed multiple functions: answering inquiries, taking
incoming calls, making outgoing calls, routing calls, coordinating with other departments
concerned, performing cashiering functions, creating reports, doing night audits, providing
assistance to guests, and serving as the front line for all guest complains.
MARKETING DEPARTMENT
The Marketing Department also worked hand in hand with the other departments, being in
charge of the formulation of marketing strategies and promotions.
HUMAN RESOURCE
As with any other organization in the hospitality industry, one of the major challenges in terms of
human resource was employee attention. With Grand Xing Impenal Hotel. and the with the three
other hotels owned by the company, attrition was anticipated but was not that alarming. To
ensure that the manpower needs of all four hotels were provided, and that operations were not
affected, the company had an ongoing hiring process and also accepted OJT’s (On the Job
Trainees) who were Hotel and Restaurant Management or Tourism Management students from
various schools in the city and province of Iloilo. The hiring process was complicated as
compared with some other hotels. The company performed a series of tests and interviews to
the applicants to ensure they have the best in the industry. Those who were hired were them
distributed to the four hotels. Grand Xing Imperial was prioritized first because it was the
company’s main and biggest hotel.
VI. AMNETIES AND SERVICES OFFERED
Our main ventures are offering accommodation to guests, including event/functions, wellness,
food and beverage and other leisure activities.
1. Hotel Room accommodations
2. Event Centers
3. Restaurant/Dining/Banquet
4. Gym & Spa
5. KTV Entertainment
PRACTICUM ASSIGNMENTS/SCHEDULE PER AREA ASSIGNED
SALES DEPARTMENT
Area Assigned Assignment/Schedule

Opening: 8 AM to 5:00 PM
Sales Department Area
Mid: 10:00 AM to 7:00 PM
Closing: 11:00 AM to 8:00 PM
Assignments:
Food tag making, sorting event documents by date,
signing of EOs, guest tour, selling tickets, event
promotions and marketing, and etc.
FRONT OFFICE DEPARTMENT
Area Assigned Assignment/Schedule
West Wing Tower Front Opening: 8 AM to 11:00 AM
Mid: 2:00 PM to 5:00 PM
Closing: 8:00 PM to 10:00 PM
Assignments:
Handling of guest check-in and check-out, room
reservations, sorting guest folios, check-in coupon making,
activating key-cards, guest information registration,
clearing rooms, attending to guest needs inquiries
personally, online, or by telephone, touring and orienting of
new OJTs, and etc.
Opening: 6:00 AM to 3 PM.
Mid: 9:00 AM to 6:00 PM
Closing: 1:00 PM to 10:00 PM
East Wing Tower Front Office Assignments:

Room reservations, sorting guest folios, activating key-
cards, guest information registration, and attending to
guest needs, touring and orienting of new OJTs and
inquiries personally, online, or by telephone.
APPENDICES
PRACTICUM DAILY JOURNAL OF ACTIVITIES
ORIENTATION DAY (January 28, 2023)
On January 28, 2023, at 1:30 PM, I attended my orientation at the Grandxing Imperial Hotel in
Iloilo City, along with some of my classmates. The day before, our OJT leader, Myra Lyca
Divino, instructed us about the details of the orientation, including the time, date, and location.
Unfortunately, I was attending a family reunion out of town and had to travel overnight to attend
the orientation. As a result, I arrived late, along with some of my friends, who also had their own
reasons for being delayed. Despite being late, the bellman kindly assisted us in finding
Boardroom 5. Upon entering the boardroom, we began with a prayer led by Lyca. Afterward, Ms.
Kristina Dionela, the HR Supervisor of the hotel, introduced herself to us and proceeded with
her presentation. The PowerPoint presentation included essential information about the
company, its history, and its key members, ranging from bosses to managers and other
important persons. Ms. Dionela also informed us that occasionally, the bosses spend their break
time at the hotel restaurant with the imperial appliance’s supplier. She also discussed the hotel's
values, including their commitment to providing excellent service to their guests. Following the
presentation, Ms. Dionela took us on a tour of each department in the hotel, providing us with a
more in-depth understanding of the operations and functions of each area. The tour included the
front desk, housekeeping, restaurant, kitchen, and other important areas of the hotel. Ms.
Dionela also introduced us to some of the hotel staff and explained their roles and
responsibilities.
DAY 1 (JANUARY 30,2023)
On January 30, 2023, our OJT leader Lyca informed us of our department and schedule for our
first day of on-the-job training. I was assigned to the Sales Department along with Janeberry
and Zsazsalae. But as a result of being late in our orientationour adviser Ma'am Mae instructed
us to submit an apology letter to HR Supervisor Ms. Kristina at the hotel in the morning. We
arrived at the hotel early and while waiting, we were greeted by Sales Department Manager Ms.
Catherine, who introduced herself to us. She asked if we were available to tour the function
rooms with Sales Executive Sir Lourze and the new Sales Executive Ms. Kyle.
We agreed and had a great time at the same time nervous that Ms. Catherine might ask us
about the tour because I haven't memorized the function rooms yet. After the tour Ms. Catherine
then introduced us to the rest of the staff, including our junior OJT Ms. Noera. She gave us a
brief orientation about the rules and regulations of the department. She also informed us of our
schedule for the next day, which was from 12 PM to 9 PM. Overall, despite of being late starting
our on-the job training, we were thankful for the warm welcome and guidance of Ms. Catherine
and the rest of the staff.
DAY 2 ( JANUARY 31,2023)
Officially Day 1 of my on-the-job training. I woke up early in the morning to make sure that I
arrived at the hotel on time. Together with Janeberry, my colleague in the sales department we
arrived early. We logged in and began our first task of finding a vacant locker to store our bags.
Due to the limited availability, we decided to share a locker and left our bags inside. All we
brought with us were our wallets and phones. As we entered the sales department, our junior
OJT welcomed us and gave us space to put our wallets she then introduced to us Sir Johann,
one of sales executive it was his day off yesterday so this is the our first time meeting him and
we had the opportunity to observe his work ethic and communication skills as he interacted with
our senior OJT. We noticed how he was very articulate and professional in his conversations,
especially when discussing matters related to sales and marketing. Then our junior OJT started
discussing to us the event order paper (EO) , Amendments and Event Schedule which we were
to distribute to each department. She also discussed the basics of answering phone and
landline inquiries. She started by teaching us the proper phone etiquette, such as greeting the
caller with "Thank you for calling Grandxing Imperial Hotel, Good morning!" She emphasized
the importance of being polite and professional in handling phone inquiries, as these calls could
be potential customers or guests. She also mentioned that if an outside call comes in with a
caller ID of LN 001 or LN 002, unfortunately, we were not yet allowed to answer it as we were
still new to the hotel. This was a standard protocol in the hotel to ensure that only trained staff
could handle important calls from management or high-level guests. She then told us to
observe the company's operations and ask questions if I wanted to learn more about their
processes.
While we are not busy, they suggested that we stand by the door and welcome guests. As we
did so, we had the chance to interact with guests, We also had the opportunity to observe the
bellmen who assisted guests with their luggage. Around 4pm we decided to have snack, Zsazsa
informed us that we needed to get a gate pass if we wanted to leave the hotel. We were
required to write our names and have sign with two managers for approving the gate pass. My
duty is until 9pm, together Janeberry. before leaving, Sir Lorenz told us to encode an event
order and clean up our workspace. To finish quickly, we split the work: I did the encoding, and
Janeberry did the cleaning. We worked carefully and made sure everything was in order. Then,
before we left for the day, we turned off all computers and endorsed the phones of the sales
department to the front desk. By working together and being diligent, we finished our work on
time and left the office tidy for the next day.
DAY 3 ( FEBRUARY 1,2023)
On the third day of our OJT, when we arrived, Ma'am Cath instructed us to familiarize ourselves
with the function rooms because we may need to guide guests and provide details about them.
After that, our fellow junior OJT, Grace, asked us to stand by the entrance because we didn't
have any other tasks to do yet. We stood by the entrance for about an hour until Ma'am Grace
called us to do a task. Sir Johann gave to us the copy of EO and he emphasized the
importance of ensuring that all departments received a copy. Our task was to photocopy the EO
paper into 20 copies and put a signature stub in one copy. After preparing event order of Ystilo
Aduche Wedding, our junior OJT accompanied us to distribute them. She warned us that this
was one of the more tiring tasks of the OJT, as it involved touring around the hotel. She even
shared her experience of her first time distributing event orders and how she was not yet
familiar with the departments. We began our distribution journey in the West Wing of the hotel.
We started with the Accounting Department, where we needed to give four copies of the event
order. Next was the Bakery and Pastry Department, located next to the Kitchen Department and
Flames Restaurant. We then proceeded to the Purchasing/Stockroom Department, located
between the West and East Wing.
We went to the lower ground of the West Wing to reach the Engineering/Audio Department, and
then took the elevator to the third floor to reach the Banquet Department. We were able to give
the event order to the artists, but unfortunately, the banquet staff was not available as usual, as
they were busy preparing for an event. We knew that it was essential that they received the
event order, so we had to look for them. After this, we took the stairs going to the fourth floor,
where the second kitchen was located. Then, we rode the elevator again going to the seventh
floor, where we found the Housekeeping Department. We proceeded to the utensils department,
located at the back part of KTV Empire on the fourth floor of the East Wing. Finally, we headed
to the Front Office Department, which was located beside our department. This afternoon, the
owner of Grandxing, Rudy Tiu, had a snack. So, we stood by the main door to welcome any
guests that may arrive. During that time, we met Ma'am Myrell Tamayo, who was in charge of
the banquet and reception. She told us to stand by the door whenever boss Rudy was in the
hotel. I stood there until he left. Before leaving, Sir Lorenze asked us to do another encode for
December and clean the office. We finished the tasks before going home.
Overall, it was a challenging but fulfilling day. The distribution of the event order was tiring, but it
gave me a chance to explore the different departments of the hotel and to see how they all
worked together.
DAY 4 (February 2,2023)
On the fourth day of our OJT, it wasn't a busy day. Our first task was to stand at the entrance
and welcome guests. After standing for an hour, Zsazsa took over for us. Later on, Ma'am Kyle
asked us to help her print some event proposals and staple them together. While we were doing
this, a client requested to see the Pearl 1 & 2 function rooms. Ma'am Cath assigned us to the
task, and both Jane and I were nervous since it was our first time doing a showroom. However,
we were happy that we were able to provide basic details like the room capacities to the client.In
the evening, since we had already finished encoding the event orders, we were tasked to stay in
the department and help Ma'am Myrell assist guests whenever needed. We were also
responsible for cleaning the department before we left for the day.
DAY 5 ( February 3,2023)
On the fifth day of our OJT, we felt a lot busier than the previous day. Valentine's Day was
coming up, so Grandxing was preparing for a themed event called "Starry Night." Tickets for the
event were distributed in every department. Ma'am Cath divided the tickets among the sales
executives and told us that if we were able to sell some tickets, it would lessen our hours of
OJT. We were all thrilled to sell tickets and do our part to contribute to the event. After that, we
resumed our regular tasks. We were now allowed to receive calls from other departments and
endorse them to the person they were looking for. One of the highlights of the day was an event
order that needed to be distributed for the upcoming "CPU Socials Night" happening the
following day. Even though we were not very familiar with the other departments, we did our
best to distribute the EO and ensure that everything was in order. As with the other days, we
stood at the entrance whenever the boss was there. Our last task of the day was to cut business
cards and flyers and, of course, clean our area before leaving. I was in a hurry to go home so
that I could start selling tickets for the upcoming Valentine's Day event. We were excited about
the opportunity to sell tickets and contribute to the event's success. Overall, it was another
challenging day, but we learned a lot from the experience.
DAY 6 (February 4,2023)
It's Day 6, and I'm almost feeling tired. However, I'm happy to know that tomorrow is my first day
off. Now, I understand how my sisters feel when they're excited about having a day off. Despite
this, I feel a bit sad because I wasn't able to find any buyers for the tickets I was selling. While I
was busy with some tasks, Ma'am Cath informed us that next week, our schedule will be from 9
AM to 6 PM. This is because we will be joining our sales executives in making sales calls. To
prepare for this, Ma'am Kyle and Sir Lorenz began creating an itinerary. Meanwhile, we were
assigned to look for potential offices and places to visit during our sales calls, while they handle
walk-in and phone-in clients. Today, Boss Rudy is not around, so we are free from standing at
the entrance. Instead, we are focused on attending to ticket inquiries and preparing for
upcoming sales calls. I'm excited to finish my tasks for the day because tomorrow is my rest
day! It's been a great week so far as an OJT.
DAY 7 ( FEBUARY 6, 2023 )
Today marks the seventh day of my OJT, and I feel re-energized and ready to tackle my duties
after taking a much-needed rest. Upon arriving at the hotel, Ma'am Cath asked us about the
progress of selling tickets. I was happy to report that I had secured four ticket reservations,
which meant that my working hours would likely be reduced. We, the OJTs, listed the names of
the buyers in a master list. Then, Ma'am Cath reminded us to prepare for our upcoming sales
call. I was assigned to go on the sales call with Janeberry, Sir Lorenze, and Ma'am Myrel. We
walked to the downtown area and entered the offices listed in our itinerary. Sir Lorenze
presented our event proposals to our target clients, and we observed him closely to learn from
his presentation skills. Afterwards, it was janes turn to present the tickets for Valentine's Day in
the second office we visited. I was proud of my friend Janeberry, who presented our ticket got
the reservations for two. We continued walking until we reached the last destination on our
itinerary. We were happy to find that most of the offices we visited were welcoming towards us.
After completing our sales calls, we returned to the office to switch with the next pair. before sir
johann left the office for sales call we were tasked to distribute two EO papers. Both events, the
function date was on February 8th, so Sir Johann gave us clear instructions to do our best to
complete distributing the papers on that day. Some of the departments were difficult to find, so
we had to climb stairs from the ground floor to the fourth floor to locate them. Although it was
tiring, we just laughed it off and had fun.
DAY 8 (Febuary 7,2023)
Today is the eighth day of my OJT, and it's another sales call day. When we arrived at the hotel,
I excitedly updated Ma'am Cath that we sold tickets. I was even happier when the buyer gave
me a 100-peso tip for my snack. During the conversation with the buyer, she mentioned her
concern about not having a parking area on February 14. I immediately asked Sir Lorenz about
it, and he suggested that we reserve a space for her. I was glad to see that our sales team is
customer-oriented and that they prioritize catering to our clients satisfaction. At exactly 10 in the
morning, we headed to the Iloilo Capitol for our sales call. Only three of us were assigned for
this task - Janeberry, Sir Lorenze, and myself - because Ma'am Myrel's duty was scheduled at 1
pm.We started at the second floor and went into the first office. Sir Lorenze began presenting
our proposals, while Jane and I offered tickets to the other staff and OJTs. Thankfully, we got
two ticket reservations in the first office! We went into other offices and continued presenting
until we reached the tourism office where I saw some of my classmates who were also doing
their OJT. After a tiring but fulfilling day, we went back to the office with two tickets sold. Since
some of the sales executives were out for sales calls, Ma'am Cath informed us that we could
now receive outside calls. Our task was to gather the date, number of guests, and type of event
to check the availability of function rooms in our event calendar. If there was an available
function room, we asked for their email address and contact number. Then, we informed them
that we would endorse their inquiry to one of our sales executives for further discussion and
information. The day was tiring and busy, but I learned a lot. I realized that sales is not just
about selling things, but also about building relationships and providing great service. I saw how
our sales team worked hard to satisfy clients' needs. Even though it was a long day, it was worth
it because of the knowledge and experiences I gained. It reminded me that hard work pays off
and that every task can teach us valuable lessons.
Since all of us had the same schedule of 9-6, we left the office at the same time. It's amazing to
see the progress we've made in terms of sales and presenting proposals. I'm excited to see
what more I can learn and experience during my remaining days of OJT.
Today was supposed to be another day for sales calls, but due to two events scheduled on the
same day and a high volume of inquiries for the Valentine's event, we were excused from the
sales calls and stayed busy at the office. In the morning, our junior OJT taught us how to make
signages. She emphasized the importance of including the name of the event, which we can
find in the event order, and checking the arrows on the signage to ensure that guests can easily
navigate to their designated areas. Our first event was a seminar/training for 35 attendees with
plated lunch. Sir Johann accompanied us to check the event setup and make sure everything
was in order. After returning to our department from checking the seminar/training event, we
began preparing for the next event which was the St. Mary's Academy of Iloilo's socials night.
Our senior ojt instructed us to create the event signages. The event was for 100 guests and had
an assisted dinner buffet. Maam Noera explained to us that since it was an assisted buffet, we
needed to create food tags. She opened the file and showed us a sample, and we were tasked
with typing and folding the food tags. Janeberry worked on typing while I focused on folding the
tags. After we finished making the food tags, we took a break to have lunch outside the hotel.
When we got back, we hurried to the entrance because our boss was eating at the hotel's
restaurant . After about an hour, he left, and we returned to our department to help with
answering inquiries. Later in the afternoon, Ma'am Noera asked us to help her put the food tags
on the buffet table. She instructed us that the food tags must be delivered to the waiters at least
an hour before the event or as long as the catering is already set up. We worked together to
ensure that the food tags were placed properly, so the guests would know what food was being
served. As I was getting ready to leave the hotel for the day, I noticed some guests arriving for
the St. Mary's Academy socials night event. They were all dressed up in beautiful gowns and it
made me feel excited for the event. However, I was also a bit disappointed that I wouldn't be
able to witness the event itself since our shift was already over. Nonetheless, it was still a good
day at work and I was happy to have helped out in the preparations for the event.
Today marks my 10th day of on-the-job training, and it's another busy day for us. Our Jade
Ballroom, which is our biggest function room, has an event the Doane Baptist Bible Institute
anniversary with 1,100 guests expected for a plated dinner. The event is scheduled for the
evening,so maam cath temporarily change our schedule to 11-8pm. AS we enter the hotel
Ma'am Myrel asked us to take a break and stay in our departments. She told us that we would
be greeting 1100 guests later and wanted us to be well-rested for the task ahead.Around 4:30
PM, Ma'am Myrel called us to gather at the entrance as Boss Rudy was in the hotel, and some
of the guests for the event had started to arrive. Janeberry and I were tasked with giving out
flyers that we had cut out earlier to the arriving guests. We made sure to greet them warmly and
inform them about the event's details. It was a busy time, but we were thrilled to be a part of
such an exciting and important occasion. Before leaving, Ma'am Cath asked us to take photos
of the event to be shared on the hotel's Facebook page. We were excited about this and quickly
took photos of the ballroom, food, and guests enjoying themselves. It was an excellent chance
to capture the event's highlights.
It was Day 11 of our OJT, and after the busy event yesterday, we had another hectic day today.
Our Valentine's buffet tickets were already limited, yet we were receiving numerous inquiries,
and we were worried that some customers might not be able to avail themselves of it, especially
those who planned to walk in. Fortunately, Ma'am Georgia, our marketing staff, decided to print
more tickets, and they also sent a memo that the hotel's Flames Restaurant would have a fine
dining experience for Valentine's Day. We were excited to introduce this fine dining experience
to customers who inquired, and it was great that the tickets for it were also fast-selling. I
received a message from Jane that her buyer would pick up the ticket. A few minutes later, the
buyer arrived, so I gave her the ticket and provided instructions regarding the dinner. By the
way, our schedule went back to the regular 9-6 shift. As our shift was coming to an end, we
returned to the entrance to greet more guests. We made sure to welcome each guest warmly
and assist them with any questions or concerns they had. It was a great way to end our day.
Day 12 (Febuary 11,2023)
Today is my 12th day of on-the-job training. My duty starts at 9 a.m., but I woke up earlier
because a customer was coming to pick up a ticket for our Valentine's Day buffet. I arrived at
the hotel at 7 a.m. and had breakfast. At 9 a.m, I went to our department, greeted my
colleagues, and told them that I sold another ticket. Today, Sir Lorenz and Ma'am Kyle are on
duty. While Ma'am Kyle went out of the hotel to have lunch, Sir Lorenz had a customer. As he
was busy, I answered the phone when it rang. The caller asked if there was any available space
for 50 people on February 5th. I quickly checked the event calendar and informed the caller that
there was availability. I then requested for the caller's email address, name, and phone number.
After gathering the necessary details, I informed the caller that I would endorse her to our sales
executive as soon as they become available. In addition to our tasks for valentines event,One of
our important tasks was to encode the names for the name tags and food tags. It was crucial to
ensure that each guest is correctly identified and receives their designated meal. After encoding
the names, we printed them out and carefully folded each tag, making sure that they were neat
and presentable. We worked hard to complete this task early to make sure that everything is
under control and to avoid any last-minute rush.Before my duty ended, I endorsed all the
reserved tickets to my junior OJT to be picked up tomorrow. I did this because I remembered
that tomorrow is my day off.
After a short break from OJT, I returned to work today to find that it was another busy day at the
hotel. With Valentine's Day coming up tomorrow, most of the departments were busy preparing
for the events that were scheduled. As soon as I arrived, I noticed that there were a lot of
inquiries regarding tickets and rooms for tomorrow's. Jane, Zsazsa, and I were tasked with
following up on unpaid reservations for tomorrow's event. The tickets have already been sold
out, and there are still many inquiries coming in. Our job was to confirm each reservation to
ensure that only those who have paid would be able to attend. It was a challenging task
because we had to make numerous phone calls and send several emails. However, we
remained focused and determined to complete our task efficiently. We worked together as a
team and made sure that each reservation was confirmed. It was an opportunity to hone my
communication and organizational skills. In addition to following up on unpaid reservations,
Jane, Zsazsa, and I were also tasked with standing at the hotel entrance because there were a
lot of clients coming in. Our job was to greet the guests and make them feel welcome. Before
leaving the hotel, Ma'am Cath assigned each of us a task for tomorrow's event. Jane and
Zsazsa were assigned to work at the entrance of the Starry Night event to distribute tickets.
Since the event is a dinner, Ma'am Cath changed their schedule to 12-9. Ma'am Cath also
assigned me a task for tomorrow's event. My job is to prepare the tickets for pick up tomorrow
and assist our junior OJT in preparing food tags and name tags for the guests. After completing
all of our tasks for the day, it was time to head home and rest in preparation for tomorrow's
event. As I made my way home, I thought about everything that needed to be done for
tomorrow. I mentally reviewed the event schedule, thinking of ways to ensure that everything
runs smoothly. I also took some time to rest and recharge, knowing that tomorrow would be a
long and busy day. I made sure to get enough sleep and prepared everything I needed for the
event, such as my uniform and ID.
Today was an important day for me. I woke up early and prepared myself for work. I made sure
to arrive at the office on time at exactly 9 am. Once there, I started sorting tickets that had
people's names on them. This helped to make sure that everything was organized and ready for
the event. While the executives and Ma'am Cath, were busy with their tasks, I was able to help
them out with smaller things. For example, I refilled their printers with paper and delivered
important documents to various departments that needed them. For lunch, I ate with Ma'am
Kyle at the back office since jane and zsazsa is not around. it was a busy day, we decided to
order KFC and eat quickly. It was nice to take a break and recharge for the rest of the
day.Overall, it was a successful day, and I learned a lot from the experience. It gave me the
opportunity to hone my communication and customer service skills, and I'm looking forward to
applying what I learned in future tasks. Later in the afternoon, Ma'am Cath instructed us to go to
the Jade Ballroom to see if they needed any assistance and to take photos of the venue.
Without delay, we made our way to the ballroom and started to help by putting food tags and
name tags on the tables. After we finished putting name tags on the tables and taking photos of
the venue, we went the extra mile to ensure that our buyers were updated with the latest
information. We took photos of the tables that had the names of our buyers on them and
immediately sent these photos to them. After taking photos of the parking spaces, I headed
back to our department to speak with Ma'am Cath. I asked her if I could have overtime since
there was an event happening.Ma'am Cath approved my request for overtime, which was a
relief. Around 5 pm, Ma'am Cath gave us new instructions. She asked us to freshen up, prepare
ourselves, and head over to the Jade Ballroom. As the event started, guests began to arrive and
we immediately began assisting them. We saw a lot of couples and families enjoying the food
and live band that we had arranged. It was a great feeling to see everyone having a good time
and enjoying the event.However, as the event progressed, we encountered a problem with a
lack of seats. Some of the guests became angry and frustrated, which was understandable as
they were not able to find a seat to enjoy the event. Thankfully, our staffs quickly acted on the
situation and did their best to solve the issue as fast as they could. They were able to find extra
chairs and rearrange the seating to accommodate everyone. Throughout the event, I made sure
to assist all of my buyers of tickets.They expressed their gratitude and thanks for my help, which
made me feel happy and fulfilled. After the event ended, we went home feeling tired but happy.
We had worked hard all day, but we were proud of what we had accomplished. We were looking
forward to resting and recharging for the next challenge.
"I'm glad to know that I'm able to wake up a little later today because my shift is from 12pm to
9pm. It's a relief after working for 12 hours yesterday, and I'm looking forward to having a bit
more time to rest before heading into work. I'm feeling a little down today because my friend
Jane has the day off. It's always nice to work alongside her. "Today I went to the office alone,
and as soon as I arrived, Ma'am Cath assigned me to write the events in the record book. She
also instructed me to arrange the materialized EO (event orders) by date. It was a new task for
me, but I was excited to take it on and learn something new.I started by reviewing the previous
records and making sure that they were complete and accurate. Then, I began writing down the
details of the recent events, such as the names of the clients, the dates and times of the events,
and any important notes or observations. After I finished recording the events, I moved on to
arranging the materialized EO by date. After completing my tasks of writing the events in the
record book and organizing the materialized EO, I stood at the entrance again. From there, I
greeted the guests who arrived at the office, and assisted them with their inquiries or directed
them to the appropriate department. One of the guests asked if she could speak to our
purchasing manager to present some goods. I immediately approached Sir Lorenz and asked
for his guidance on what to do. He instructed me to call the purchasing department to confirm if
it was okay to bring the guest to them. After getting clearance from the purchasing department, I
went back to the guest and informed her that she could present her goods to the purchasing
manager. I then escorted her to the purchasing department and introduced her to the manager.
After that, I spent the rest of my shift helping Sir Lorenz at our department since he was the only
one on duty that night. I assisted him in attending to the needs of our clients and ensuring that
all tasks were completed on time. It was a busy night, but we managed to finish everything
smoothly.
Today is Ma'am Cath's birthday. Last night, my fellow interns asked me to buy a cake to surprise
her. Before heading to the office, I stopped by the mall to purchase the cake. When I arrived at
the hotel, I immediately brought the cake to the kitchen and placed it in the fridge. When I
entered the office, I saw Ma'am Cath holding a bouquet of flowers and a box of chocolates. I
greeted her and wished her a happy birthday. Since there was no scheduled event for the day, I
went back to my usual spot at the entrance and greeted the guests coming in. In the afternoon,
We surprised Ma'am Cath with the cake and sang her a birthday song. She was very happy and
thanked us for the sweet gesture. After my shift at the entrance, the front office asked for our
help to cut some room rates flyers. My co-interns Jane, Zsazsa, and I worked together and
finished the task quickly. Before our shift ended, Ma'am Cath bought pizza for us.
Today is the 23rd day of my OJT, and I woke up early this morning, filled with anticipation for the
day ahead, as I was looking forward to completing my tasks and taking a well-deserved rest
afterwards, especially since tomorrow is my day off, and I plan on using it to catch up on some
much-needed relaxation. I arrived at the office exactly at 9 am, and Sir Lorenz assigned us to
distribute the EO for Chynna's wedding together with Jane. Unfortunately, Tatay from the bakery
was off for the day, but we were able to distribute it to other departments. After distributing the
EO for Chynna's wedding, we went back to the department, and Sir Lorenz informed us that
there was another EO for Skycable, but we were going to distribute it after lunch. So, we
immediately had our lunch. After lunch, we went back and distributed the EO for Skycable, and
then we stood at the entrance. Before we went home, We endorsed the unsigned executive
order by tatay to Sir lOrenz.
On the 18th day, there was no executive order for the day. I went to the office at 12 PM, and
when I arrived, Ma'am Cath instructed us to check the event calendar and follow up with those
who have not yet paid. Jane and I made an agreement where I would be responsible for
following up with all the Smart phone numbers, while Jane would take care of following up with
all the Globe phone numbers. After we finished the follow-up task, Jane,zsazsa and I decided to
take a break and went out for lunch. In the afternoon, there wasn't much work to do, so Jane
and I took turns standing at the entrance while the other person helped Ma'am Cath and the
executives in the department.
DAY 19 ( Febuary 20,2023)
On day 19 of our OJT, as usual, another executive order was distributed. Ma'am Cath tasked
Jane and me with releasing two executive orders for the day. Jane was assigned the Golden
Salakut Eagles event, while I was assigned the Sr. James Po event. We began distributing the
executive orders at 1 PM. However, some of the people assigned to sign the papers were not in
their departments, so Jane and I had to look for them. We were able to finish distributing both
executive orders by 2:30 PM. After we finished distributing the executive orders, we took our
break and went back to the hotel. Later on, we returned to the department and took turns
standing at the entrance. After the client's request, Sir Johan called me over to show them the
360-degree skyview located on the 10th floor of the hotel. Our duty was until 9 PM, so we
stayed at the department to wait for inquiries. However, since it was rare to receive inquiries at
night, we just sat around. Before leaving for the day, we made sure to clean our work area.
Today is my 20th day at work, and I arrived at the office promptly at 9 am. The day wasn't very
busy, as there were no important meetings or events scheduled. It was just a typical, ordinary
day at the office. While I was sitting at my desk, the phone rang and I promptly answered it. It
turned out to be a call regarding room accommodations, which I quickly forwarded to the front
office for further assistance. Since we didn't have much to do, my colleague Jane and I decided
to print some signature stubs and cut them out. It was a good way to pass the time and keep
ourselves busy, since tomorrow Grandxing will host a 3day event for NDAP we also printed
signages for the event tomorrow . Later on, Maam Kyle asked us to print out the months and cut
them to put in her notebook for logging clients. We happily obliged and continued to work on the
task at hand.
DAY 21 ( Febuary 22,2023)
Certainly! On the opening day of the Nutritionist Dietitians Association of the Philippines Annual
Convention in 2023, there was a great buzz of excitement as participants from all over the
country gathered for this significant event. The convention hall was bustling with activity, as
exhibitors from prominent companies, such as Abbott Nutrition International, Ajinomoto Phils,
Kalbe International, Unilab, Nestle Phils, Yakult Philippines, Century Pacific Inc, and other well-
known brands, had set up booths to showcase their products and services. The expected list of
exhibitors was extensive, and the convention organizers had made sure to leave no stone
unturned in ensuring the attendees got the best experience possible. All the rooms at the venue
were already booked, and it was estimated that about 700 people would attend the convention.
Many guests arrived on buses from different regions, adding to the overall excitement and
enthusiasm of the event. As soon as the guests arrived, they were warmly welcomed by the
staff who assisted them with the check-in process. The front office was packed with people, all
eager to register and begin their convention experience. The department wasn't particularly
busy at the moment, so Jane and I gave assistance to the arrival guests, welcoming and guiding
them to the front desk to check in. The bellman explained to us that if a room was located in the
east wing of the hotel, the keycard would indicate the letter E before the room number. On the
other hand, if the room number was provided only, it would be in the west wing. The OJT staff
were responsible for helping guests with directions in the east wing whenever the bellman was
unavailable. Since many attendees were not from Iloilo, they asked for recommendations on
where to find native Iloilo food and the location of a particular restaurant. The staff was happy to
help and provided them with the necessary information. Additionally, some exhibits on the third
floor were checked out, and refreshments were tasted, adding to the overall excitement and fun
of the event. As the first day of the convention came to an end, some participants who had
checked into different hotels began leaving. The staff was readily available to help them by
calling a taxi for them, ensuring that they had a comfortable and safe journey. Overall, the first
day of the convention was a resounding success, and the staff had done a fantastic job of
making sure that everyone had a memorable experience.
DAY 22 (febuary 23,2023)
On day 22, we had one event scheduled for the day - the Rafi Microfinance Assembly with 50
guests, who were to be served buffet lunch at Boardroom 5. My duty was at 12 noon. When I
arrived at the office, Jane asked me if I wanted to accompany her to take photos of the event. I
said yes, and we headed to the event venue together. On the second day of the convention, I
ran into some of my classmates who were working as event ushers under the tourism office. As
usual, I assisted the guests throughout the day. During this time, Ma'am Cath released an
amendment for the following day's event, which included serving flowing coffee. We quickly
completed the copies, then I helped Jane distribute them to the different departments. To work
more efficiently, Jane created the signage, while I created the food tags for the upcoming
enent .Sir Lorenz instructed us to check which materials needed to be replaced and refilled. We
wrote down the necessary items on a requisition form and submitted it to Sir Lorenz for
checking. Once he approved the list, we brought a copy of the form to the accounting
department. An hour later, Ma'am Jevz called us on the telephone and requested that we pick
up the materials from the stockroom. We immediately went to the stockroom to retrieve the
items and brought them back to the office to be used. And we went home.
On my 22nd day of work, while on my way to the hotel, I received a message from my research
group to go to school and follow up on something. As soon as I arrived at our department, I
immediately approached my supervisor, Ma'am Cath, and asked if I could use my break time to
go to Central Philippine University (CPU). I explained that there was a possibility that I might be
late returning to the office. Ma'am Cath agreed to my request. the events for Sir James Po and
Sacred Heart were already set up. Later, we set up food tags for both events. To do it quickly,
we split into two groups. Grace and Zsazsa handled the Sacred Heart event, while Ladybelle
and I prepared for Sir James Po's. During the event, Ma'am Cath asked our senior OJT and
jane to take pictures for documentation. Jane and I stayed until 9 PM to produce food tags and
signage for Princess Carmen's debut. We split the task, Me doing food tags and Jane doing the
signage. When we finished, we cleaned up and left the hotel.
Today was just another typical day at our department, as we answered phone calls and assisted
customers with their concerns. To make things easier for our colleagues, we piled up some
bond paper over their printer, and when our sales manager noticed that we were running low on
supplies, our supervisor Ma'am Cath instructed us to request more. Jane immediately grabbed
a request slip from the drawer, and I helped her list the other items that we needed, including
order slips, gate passes, and printer ink. We promptly brought the request slip to the accounting
office, and after a short while, Ma'am Jev called to pick up the items. Later in the afternoon,
Jane and I folded the food tags while Zsa Zsa brought them to the venue. We also prepared the
signage for Prince Carmen's debut, and as guests began to gather at the entrance door, Sir
Lorenze told me to inform the bellman that they could proceed to the venue to lessen the crowd.
On top of that, we also received several calls for room reservations, which we promptly
forwarded to the front desk. Overall, it was just another busy day at work, but its ok because
tomorrow is my day off.
DAY27 (Febuary 28,2023)
Today is the last day of February, and I arrived at the office alone as my colleague Jane is on a
day off. Today, I had the opportunity to work with Zsazsalae on a task assigned by our
supervisor, Ma'am Cath. The task involved cutting some papers to a specific size. In addition to
cutting papers, Zsazsalae and I also answered phone calls and directed them to the person they
were looking for. During afternoon, I received a phone call from a staff member from ISAT who
was looking for a venue on March 31st for their upcoming CAS Night event, which was
estimated to have 1000 participants. I immediately checked our event calendar and confirmed
that there was indeed availability on that date.I asked the client for the necessary details, such
as email, name and number. Once I had all the information I needed, I promptly forwarded it to
Ma'am Kyle, who is responsible for managing our bookings. Today our AVP, Mr. Robert Alor, had
scheduled a short meeting at 2:30 PM at the Pearl Function Room. Zsazsalae and I arrived
early, as instructed, eager to hear what he had to say. During the meeting, Sir Robert discussed
important topics, including strategies for increasing our chances of being absorbed into the
company. He emphasized the importance of hard work, dedication, and a positive attitude, as
well as the value of taking advantage of the opportunities presented to us, especially as interns.
We listened intently as Sir Robert shared his insights and advice, taking note of his words of
wisdom. We appreciated the opportunity to learn from someone who has achieved success in
our field and who is committed to helping us succeed as well. Before heading home, Zsazsalae
and I spent some time greeting guest at entrance and clening area of the office.
(MARCH 27,2023)
I was so excited about starting my first day at Front office that I left early to make sure I wouldn't
be late. I couldn't wait to begin my work at the front desk and help guests with their inquiries and
reservations. Janeberry and I went to the West Wing as we had the same shift. Once we arrived
at Front Office Department, we met Ma'am Mylen and Ma'am Fatima, who warmly welcomed us
to the team. On our first day, we were thrilled to learn how to make reservations we watched
intently as staffs expertly handled calls and inquiries from guests. Maam Fatima explained to us
that the coupons given to guests included a pool pass and a breakfast coupon for two people,
as well as free wifi access. We took notes and asked questions. Ma'am Kyle and Sir Rust
frequently checked on us because the front office department was next to the sales department,
and they missed having us around. It was nice to catch up with them and share stories. They
were always willing to offer support and advice. We felt valued and appreciated as members of
the team, and their kindness was one of the reasons why we enjoyed working at the Grandxing
Imperial Hotel. After a successful day at my new job, my shift finally ended at 5pm. I started at
8am and was happy to hear that my work was good. I hope to continue performing well in my
remaining shifts and the following months. I'm satisfied with my new experiences and the
knowledge I've gained. I'm excited to learn more and interact with more guests as my OJT
continues. Overall, it was a great day and I feel fulfilled with the work and experience required.
(MARCH 29,2023)
DAY 59 (April 11,2023)
Day 59 marked the day before the end of our OJT program. While happy to have experienced
and learned a lot during our stay, there was also a tinge of sadness knowing that our time in the
workplace was coming to an end. We arrived at the office at 6:45am and ended our shift at 5pm,
just like any other day. My duty for the day was at the west wing together with janeberry , and
we are assigned to assist Ma'am Fatima with the guest check-out process. It was a busy day,
especially considering that the previous day was a holiday. We stayed at the West Wing for
almost three hours. Afterwards, we called the East Wing to request a switch since the check-in
time was approaching. And we also needed to take our lunch break. As the day was coming to
an end, we made sure to complete all our tasks and update our daily report. It was a bittersweet
feeling knowing that tomorrow would be our last day. We had learned so much during our OJT
and had made many new friends in the workplace. We were grateful for the experience and
excited to apply what we had learned in our future.
DAY 60 (April 12,2023)
Today is my last day on duty. My colleague, Jane, was scheduled to begin her duty at 5am,
while mine was scheduled for 9am. However, since this is my last day, I want to make the most
of it. As such, I arrived at the office earlier than usual and made my way directly to the East
Wing, where Jane is stationed. As it was our last day, Jane and I made a concerted effort to
complete as many tasks as possible. We recognized that we would miss our work environment
and the daily routine we had become accustomed to, so we wanted to make the most of our
remaining time. As we worked, we reflected on the memories we had made during our time at
the office. We shared stories and reminisced about the challenges we had overcome together. It
was a bittersweet moment, as we were sad to be leaving but grateful for the experiences we
had shared. Janeberry and I had a change of duty with Kyle and Maki, and we went to the West
Wing.. While we were walking, we talked about our last day at work we decided to submit our
evaluation forms. After we submitted the forms, we felt a sense of relief and accomplishment. A
few hours later, Ma'am Mariel and Ma'am Kyle gave us our evaluation grades, and we were
thrilled to receive positive feedback. It was an amazing feeling to know that our efforts had been
appreciated and that we had made a positive impact during our time at the company. We were
grateful for the opportunity to work with such a supportive and encouraging team, and we felt
proud of what we had accomplished during our internship. It was a memorable and fulfilling
experience that we will always treasure. As the day drew to a close, we felt a sense of
accomplishment and satisfaction. We knew that we had done our best, and we were proud of
what we had achieved. Our last day may have been bittersweet, but it was a day we would
always remember fondly.
EVALUATION GRADE SHEET
SALES DEPARTMENT FRONT OFFICE DEPARTMENT

SCANED DTR’S
CERTIFICATE OF COMPLETION

Jimenez Lady Belle

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COLLEGE OF HOSPITALITY MANAGEMENT

A REPORT IN ON THE-THE JOB TRAINING

GRAND XING IMPERIAL HOTEL

LOCATED AT H. MONTINOLA CORNER MUELLE LONEY STREET, ILOILO CITY

In partial fulfillment of the requirements in the subject

TM 4200- Practicum in Tourism Industry

Lady Belle G. Jimenez

April 28, 2023

TITLE PAGE PAGE

Job Description of Each Department 11

Employee Development Welfare Programs 14

Social Responsibility Programs/community outreach 15

Practicum assignments/Schedule per area assigned 4

Evaluation Grade Sheet 13

II. COMPANY OVERVIEW

III. MISSION, VISION & CORE VALUES

These are our reasons for existence, our Mission:

As we deliver our Mission, we see ourselves in our Vision as:

We pledge in maintaining the highest standard of professional ethics, uncompromised by both

IV. ORGANIZATIONAL CHART

V. JOB DESCRIPTIONS OF EACH DEPARTMENT

SALES & BANQUET DEPARTMENT

FRONT OFFICE DEPARTMENT

VI. AMNETIES AND SERVICES OFFERED

1. Hotel Room accommodations

4. Gym & Spa

PRACTICUM ASSIGNMENTS/SCHEDULE PER AREA ASSIGNED

Area Assigned Assignment/Schedule

Closing: 11:00 AM to 8:00 PM

FRONT OFFICE DEPARTMENT

Area Assigned Assignment/Schedule

West Wing Tower Front Opening: 8 AM to 11:00 AM

Mid: 2:00 PM to 5:00 PM

Closing: 8:00 PM to 10:00 PM

Opening: 6:00 AM to 3 PM.

Mid: 9:00 AM to 6:00 PM

Closing: 1:00 PM to 10:00 PM

East Wing Tower Front Office Assignments:

PRACTICUM DAILY JOURNAL OF ACTIVITIES

ORIENTATION DAY (January 28, 2023)

DAY 1 (JANUARY 30,2023)

DAY 2 ( JANUARY 31,2023)

DAY 3 ( FEBRUARY 1,2023)

DAY 4 (February 2,2023)

DAY 5 ( February 3,2023)

DAY 6 (February 4,2023)

DAY 7 ( FEBUARY 6, 2023 )

DAY 8 (Febuary 7,2023)

DAY 9 (Febuary 8,2023)

DAY 10 (Febuary 9,2023)

DAY 11 (Febuary 10,2023)

Day 12 (Febuary 11,2023)

DAY 13 (Febuary 13,2023)

DAY 14 (Febuary 14,2023)

DAY 15 (Febuary 15,2023)

DAY 16 (Febuary 16,2023)

DAY 17 (Febuary 17,2023)

DAY 18 (Febuary 19,2023)

DAY 19 ( Febuary 20,2023)

DAY 20 (Febuary 21,2023)

DAY 21 ( Febuary 22,2023)

DAY 22 (febuary 23,2023)

DAY 23 (Febuary 24,2023)