Diamond Hotel Philippines-practicum Report 1d5v4c

PRACTICUM REPORT On Diamond Hotel Philippines Roxas Boulevard cor. Dr. J. Quintos Street, Manila 1000, Philippines July 07, 2015 – September 10, 2015

In partial fulfillment of the requirements for the course Practicum 1 (400 hours) Housekeeping Lyceum of the Philippines University College of International Tourism and Hospitality Management Intramuros, Manila SY 2014-2015(summer) SUBMITTED TO: Mr. Roberto Z. Zozobrado

SUBMITTED BY: Egie F. Malapajo 09162953654 Patutong Malaki South Coffee Home, Tagaytay City SUBMITTED ON March 28, 2016 TRAINING PERIOD (July 07, 2015 – September 10, 2015)

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Table of Contents I. Title Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 II. Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 III. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 A. Name and General Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 B. Objective/ Philosophy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 C. Ownership/ Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 D. Organizational Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 E. Facilities, No. of Outlet, Name and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-9 IV. Discussion of Findings/ Analysis/ Recommendation . . . . . . . . . . . . . . . . . . . . . . .10 A. Areas of Concern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12 B. Operations System and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 C. Facilities, Equipment, Etc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 D. Manpower Scheduling, Work Method and Styles of Communication . . . . . . . . . . . . 13 a. Strengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 b. Weaknesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 c. Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 E. Working Atmosphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 F. Sanitation Procedure/Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 V. Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 VI Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 VII. Annex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

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III. Introduction Diamond Hotel Philippines is a world-class hotel located in Manila, Philippines. It is near the historic Manila Bay and other historical places in Manila. The hotel is a 27-storey building with 485 rooms furnished with elegant facilities and amenities. They also have leisure facilities that include Tennis Court, Spa, Sauna, Swimming Pool, Jacuzzi, Fitness Centre and Massage. Their family facilities include Babysitting Service and Connecting Rooms. Diamond Hotel has a variety of restaurants and bars specializing in different cuisines and diners are sure to have a remarkable dining experience. Function rooms are also available for memorable weddings and successful corporate events. Swimming pool and outdoor whirlpool, tennis court, Health Club and Spa, LifeSpan Reflexology and gym facilities are perfect for recreational and fitness activities. Each of the Diamond Hotel's 500 luxuriously appointed guestrooms reflect a distinctive style complemented by superb amenities and accommodating staff for your utmost comfort. From the comfortably plush beddings and furnishings in warm earth tones to the wide bay windows for a breathtaking view of the Manila Bay sunset and the cityscape. The air-conditioned guestrooms at Diamond Hotel Philippines include safes and coffee/tea makers. Wired high-speed Internet access (surcharge) is provided. Televisions are equipped with cable channels. All accommodations provide desks and phones. In addition, amenities available on request include in-room massages, irons/ironing boards, and wake-up calls. Housekeeping is offered daily.

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A. Name and General Location Diamond Hotel Quintos St., Ermita Manila, 1000 Metro Manila

B. Objective/ Philosophy Diamond Hotel aims to be the preferred business and leisure five-star hotel in the Manila Bay area by their customers, associates and stakeholders by the year 2017. Their Mission is that they do more to provide a delightful experience to their customers. They also have corporate values like Pro-activeness, Integrity, Efficiency, Consistency, Empowerment, Social Responsibility, Ownership, Family Orientation, Innovation, Communication, Competitiveness and Employment Engagement.

C. Ownership/ Management

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The Diamond Hotel is being managed by Mr. Ramon S. Ang and Ms. Cecille L. Ang.

D. Organizational Chart

E. Facilities, No. of Outlet, Name and Type 5

Corniche is the hotel's restaurant located at the lobby level which showcases the combination of beautifully appointed facilities, elegant interiors, cuisines of the world and impeccable service. Highlighted by the lushly landscaped garden view and picturesque rock formation with a cascading waterfall, Corniche offers an exceptional breakfast, lunch and dinner buffet spread and an extensive all-day a la carte menu. The buffet selection is composed of Asian, Western, Japanese, salad and dessert stations, all meticulously prepared by culinary experts. Dubbed as the most authentic Japanese Restaurant in Manila, the award-winning The Yurakuen Japanese restaurant indulges guests in exquisite Japanese food masterfully prepared by a Japanese Chef. True to its authenticity, Yurakuen's kimono-clad food attendants, serve only the freshest food to satisfy your palate. A scenic view of a rock garden with tropical plants and glass cherry-blossom trees add a surreal effect on the restaurant’s ambiance. The Lobby Lounge is the newest dining attraction located at the hotel's elegant lobby. The Lobby Lounge will heighten luxury with its contemporary look that is modern and inviting with a delectable selection of culinary offers to match. Diamond Hotel’s signature cakes, ice creams, pastries and a la carte menu specialties are offered, along with Hediard Tea, Nespresso, Kohikan coffee and a selection of fine wines. The Sky Lounge Music Bar at the 27th floor is the place to be for a fun-filled after office night out. Enjoy the breathtaking sight of Manila Bay and the magnificent night lights of the city while grooving to the tunes of the different live bands and performers. Enjoy half price on local beers, chilled juices and iced tea daily during Happy Hour from 5:00 pm to 9:00 pm.

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Health and Wellness Diamond Hotel’s exclusive Health Club and Spa offers the perfect recreation and relaxation facilities for guests. The gym features equipment for cardiovascular and strength exercises, and can offer personalized fitness programs. Inhouse guests may avail of complimentary use of the exercise room. For therapy and skin cleansing, the sauna, steam room and Jacuzzi as a soothing finish to a strenuous day. Destress with a rejuvenating massage, or take a refreshing plunge at the swimming pool and outdoor Jacuzzi. Diamond Hotel Swimming pool. Have a rejuvenating plunge in Diamond Hotel’s swimming pool and outdoor whirlpool. Refreshing beverages and sumptuous snacks are also available at the Poolside Bar for that ultimate relaxation.

Facilities

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Rooms

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Presendential

Executive

Diamond Club

Premier

Deluxe

IV. Discussion of Findings/ Analysis/ Recommendation 9

Department: Housekeeping A. Areas of Concern The Executive Housekeeper As with all organizational departments, housekeepers will perform better if they are under some form of coherent leadership from an executive housekeeper. The executive housekeeper has several responsibilities including managing the housekeeping team while keeping them on task regarding their daily cleaning duties, identifying new cleaning opportunities or changes that should be made in the current protocol, planning the housekeeping budget, ordering supplies, and addressing concerns that are raised by the housekeeping team. The executive housekeeper typically reports to the general manager or rooms division manager and in larger establishments, may have an assistant executive housekeeper.

Supervisors In larger establishments especially, there are generally supervisors who manage each section that needs to be cleaned. Floor supervisors make sure that guest room attendants have what they need to clean guest rooms properly. They also check guest rooms after they have been cleaned for quality assurance. The public area manager performs the same quality assurance checks in the lobby, hallways and public restrooms. The laundry manager ensures that laundry attendants are washing, drying, folding, and pressing items properly and in a timely manner. Some establishments have a uniform supervisor who ensures any uniforms, aprons, and linens at the establishment are not ripped, torn or stained while instructing

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linen room attendants where to stock them. There is also usually a control desk supervisor who fields guest requests and makes sure that mini-fridges or bars within each guest room are always stocked.

Guest Room Attendants The largest responsibility that housekeepers have is to clean every guest room in use daily. This must be done in an efficient and timely manner as rooms must be either cleaned before guests return for the night or be made ready for the next set of guests before they arrive. Employees tasked with this job should be able to clean an average guest room, change the linens, and stock the bathroom with towels and toiletries in under a half hour. Other employees provide by picking up and bagging dirty linens for the laundry and refilling housekeeping carts. All guest room cleaners and positions report directly to the executive housekeeper.

Laundry and Linen Room Attendants Most lodging establishments have housekeeping employees dedicated to laundering linens, towels, napkins, aprons, uniforms and any other items that must be washed on a daily basis. Most employees in this department operate and tend to the various washers and dryers as well as the pressing and folding machines. Other employees serve as runners to either pick up dirty laundry or put clean laundry away. In some cases a tailor is employed onsite to repair ripped clothing and linens or repurpose them into aprons and rags. The laundry staff report either to the laundry and uniform managers or the executive housekeeper.

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Public Space Attendants In addition to cleaning guest rooms, the housekeeping department is charged with tidying all of the public areas of the establishment including the lobby, hallways, bathrooms, exercise room, meeting rooms and pool area. In rare cases the housekeeping staff also cleans ballrooms or dining room areas. Attendants charged with cleaning public spaces report either to the public area supervisor or the executive housekeeper.

Mini-bar Attendants While guest room attendants sometimes take care of stocking the mini-bar, busier lodging establishments with many rooms will often employ dedicated mini-bar attendants. It is the job of these employees to make sure that all mini-bars or fridges in each guest room are stocked with water and alcoholic drinks that guests can consume for an extra fee. Often, these employees will also make sure each guest room has an ice bucket, coffee maker and coffee, tea and drinking glasses. Mini-bar attendants report either to the control desk supervisor or the executive housekeeper.

B. Operations System and Procedures 12

You must knock 3 times before opening the door to make sure no one is inside then if no one is inside first thing you do is open all the lights and move the curtains at the side, second is gather the pieces of trash, third is clean the bathroom, fourth is dust and vacuum the bedroom and lastly spray a scented water across the room.

C. Facilities, Equipment, Etc.

The housekeeping is an open area. It is designed to be a spacious work place. All of the equipment is present and well sanitized.

D. Manpower Scheduling, Work Method and Styles of Communication

The employees will have to be in the office 30 mins. before the his/her shift. The staff have 1-day rest day in a week. The staff communicates in natural way.

a. Strengths

All of their staff/housekeeping attendants are well trained so even if only few people are in duty in every station, they can manage their time and can accommodate their guest’s very well. b. Improvement area/ weaknesses 13

They lack employees and interns. Seminars are not being observed most of the time. Seminars should always be implemented to improve everyone’s skills and to avoid any mistakes in the workplace. c. Recommendation In the Housekeeping department, they must hire more attendants so that service will be more efficient especially during peak hours. And they should have a clearer schedule so that there would be no disturbances. E. Working Atmosphere The Housekeeping is a much-sanitized workplace because it deals with food and beverage products. All employees have clean haircut, no facial hair, no piercing and tattoos for the boys and a clean orange polo, Name plate, black pants, black socks and black shoes. They are very approachable, professional and easy to work with. The employees and the trainees shared their knowledge to one another.

F. Sanitation Procedure/Practices

All of the employees are wearing proper uniform. Employees have clean haircut, no facial hair, no piercing and tattoos for the boys and a clean orange polo, Name plate, black pants, black socks and black shoes. At sink they make sure that all the glassware, utensils and other equipment is being sanitized with hot water after washing it, and after that they will wipe it with a clean dry towel.

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And also the employees always observe proper sanitation by using proper chemicals on cleaning the equipments. They use sanitizer before and after food s.

V. Conclusion Therefore I conclude that Diamond Hotel’s Housekeeping can be a great guide for On the Job Training. This is one of the opportunities of trainees like me to practice all things that we have to learn from Lyceum of the Philippines University and a great stepping-stone for my future career. I learned a lot and I also experienced real work in the F&B industry. It is an important experience for every one of us because it is a preparation for us in the future because one must have rich and right knowledge, skills, attitudes, and experiences his or her profession.

VI. Bibliography http://yourbusiness.azcentral.com/organizational-structure-housekeeping-department28066.html

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http://www.diamondhotel.com/ https://www.google.com.ph/maps

VII. Annex

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