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BICOL MERCHANT MARINE COLLEGE INC. Piot, Sorsogon City

NARRATIVE REPORT ON – THE – JOB TRAINING UNDERTAKEN AT THE HOTEL ST. ELLIS LEGASPI CITY

A REPORT SUBMITTED TO THE DEPARTMENT HEAD OF HOTEL AND RESTAURANT MANAGEMENT OF BICOL MERCHANT MARINE COLLEGE INC.

PRAPARED AND SUBMITTED BY ABEGAIL O. GUARIN IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT

ACKNOWLEDGEMENT

This experience would not have been possible without the guidance and help of several individuals who contributed and extended their valuable assistance in the preparation and completion of this training. First and foremost thank you to the lord for giving me the strength and good health to finish this training. Second to my Lola Jayna O. Guarin thank you for ing me financially. To my especial one, he is my inspiration as I hurdle all the obstacles in the completion of this training. To my Tita and Tito, Den Guarin and Tisay Guarin, for their unselfish and unfailing . To all my instructors, for the insights they shared to me and to my classmates. To the management and staff of Hotel St. Ellis, for giving me the chance to be a part of their team and for giving me knowledge about their work and exposing me for the possibilities of my career.

BIBLIOGRAPHICAL SKETCH

HOTEL ST. ELLIS | http://hotelstellis.com.ph Rizal Street, Legaspi City, Albay Philippines 4500 Tel: (+63 52) 480 8088 Fax :( +63 52) 480 1800 Mobile: (+63 939) 917.0507 (+63 939) 559.1917 Email: [email protected]

HOTEL EMPLOYEE

ASSISTANT MANAGER – Lucy Rose Armero HR OFFICER – Camira Lofamia HOUSEKEEPING SUPERVISOR – Elizabeth Ostan FOOD & BEVERAGE SUPERVISOR – Rea C. Albaño PASTRY HEAD CHEF – Chef Roderick Paradela KITCHEN HEAD CHEF – Chef Benjo Civanes

MISSION

To delight, make difference and create value in every encounter with our guests, associates and stakeholders.

VISSION

To be the hotel of choice, providing world class service in Legaspi City.

TRAINING PROGRAM

6:00 am – 3:00 pm / 8:00 am – 5:00 pm

TIME TABLE:

AREAS OF TRAINING: Food and Beverage Department, Housekeeping Department, Kitchen & Pastry

FUNCTION AND DUTIES OF EMPLOYEE

EXECUTIVE HOUSEKEEPER Executive housekeeper is the personnel for controlling the housekeeping operations and supervision of the work of housekeeping staff. An executive housekeeper has to organize and manage the housekeeping work between housekeeping for ensuring that set standards are met. He has to do multitasking that covers solving problems, performing duties, of housekeeper when needed and provide to the housekeeping staff. Executive housekeeper maintains cleanliness levels in various areas of the property and performs all the housekeeping operation.

Assistant Executive Housekeeper The main role of the Assistant Executive Housekeeper is to extend active to the Executive Housekeeper in performing the duties of the housekeeping operation and maintain the cleanliness levels in various areas of the property. Some of their responsibilities comprise of inter-department communications, staff training, and staff scheduling. The assistant executive housekeeper works to promote the cordial and team work atmosphere among his/her staff. This executive housekeeper should be able to deal effectively with guests, department heads, and team .

Room Attendant Room attendant are responsible in cleaning the guestrooms, rendering night turn-down-service, giving guest requests and maintenance and cleaning of guestroom hallways, service areas (including linen closet and room attendant's comfort room) and guest elevator / service.

FOOD & BEVERAGE PERSONEL

FNB SUPERVISOR Fnb supervisor ensure that restaurant operate efficiently and profitably while maintaining their reputation and ethos. Supervisor is responsible for the business performance of their restaurant, as well as maintaining high standards of food, service, and health and safety.

WAITER / WAITRESS Serves patrons at banquets, special functions, or during normal daily dining room operations. Takes food and beverage orders from guest, answer question regarding prices, substitutions, quality or quantity of menu items, and availability of menu items. Delivers food and beverage to tables. Remove dishes and utensils, clean and dust tables and chairs, fills sugar, salt, and pepper containers, sweep floors. Assist in setting up and taking down tables and chairs, places clean utensils and napkins on tables. Assists in setting up for banquets or special function.

Bartenders Bartenders prepare and serve drinks to customers in bars and restaurants. Bartenders prepare standard mixed drinks and pour wine and beer. They also prepare mixed drinks to match customers? Specific orders. Most bartenders know dozens of drink recipes. They must be able to prepare drinks quickly, accurately, and without waste.

Some large restaurants use machines that create drinks. Bartenders that use these machines just push a button. However, they must know how to prepare drinks in case the machine breaks. In most bars and many restaurants, bartenders take orders directly from customers. However, in some places they receive drink orders from waiters and waitresses. In addition to serving drinks, bartenders collect payment and operate the cash . They also clean up after customers and clean their work area. They often serve food to customers seated at the bar. Bartenders check identification of customers. Bartenders must be sure customers meet age requirements for the purchase of alcohol and tobacco products. An additional responsibility is to make sure customers do not drink too much alcohol. Bartenders are responsible for ordering and maintaining liquor and bar supplies. They often form attractive displays out of bottles and glassware. Bartenders wash the glassware and utensils after each use.

KITCHEN CHEF

CHEF The specific responsibilities of chefs and cooks are determined by a number of factors, including the type of restaurant in which they work. For each meal, they prepare a large quantity of a limited number of entrees, vegetables, and desserts.

DAILY ROUTINARY ACTIVITIES

DOCUMENTATION

FOOD AND BEVERAGE DEPARTMENT I had a great experience throughout the period of the training. My cotrainees, the whole staff of Hotel St. Ellis and I shared many precious moments that made my whole training not only insightful but memorable as well. We had hard times with my classmates. June 23 my 1st day was draining, horrifying and ugly. It was not what I was expecting and it was not what I used to do. Imagine I’m wearing a 2 inch heels and there’s 3 functions. I was assigned in crossroad restaurant to help serving food for breakfast for 100 pax and bash out the used plates. I’m so tired my legs were shaking because I’m wearing heels. But I’m trying not to give up because it was my 1st duty and I have to face this challenge. 10:30 I was assigned to the DOH function at the façade to serve the snacks for 150 pax and after that we prepare their managed buffet lunch. And again I bash out the used plates. I’m so tired, I hate the people who are asking water again and again, I hate what I was doing and I was like really looking forward to my 750hrs of my training. My 1st ed by, when I arrived at my boarding house I couldn’t even step my feet any longer and the feeling was not very well. In the next day I woke up 5 am and that time I was thinking if I can survive doing those things for almost a month. My 2nd day became more horrible because again I’m the only one assigned in crossroad restaurant to serve again breakfast for the guest for 200 pax. And after that I’m assigned again to assist the DOH function to serve the snacks, lunch, pm snacks, and their dinner. I was actually assigned at almost every sections of the restaurant. Bash out / Busting out, serving foods in dining area, in function halls, and of course I also experience handling customers

complaints but I learned that when it comes to guest complaint you shouldn’t just cry instead you have to entertain complaints nicely, you have to show the guest and make them feel that you care willing to served and fix the problem. And of course I also encountered positive comments and experiences. I actually have regular customers who always order coffee and he always give some tip. Praised by customers by the way I served them and complemented by some because of visual aspects. I really love the food and beverage department, I really enjoy working with my co-trainee same as the staff in the hotel, and they trained me very well. And that experience help me a lot to become better hotelier and restaurateur someday, and those days are really unforgettable.

HOUSEKEEPING DEPARTMENT

During that day as a housekeeping attendant I was really nervous because I don’t know what to do, but when my partner ( a regular housekeeper ) arrived my fears were gone. Then he taught me how to clean the toilet, making up the bed, tucking in the sheets. And after that day I really have a high respect for the entire housekeeper in the world because their task is not easy just for us to be comfortable. And on that day I really want to cry because it’s very hard to do the entire task especially I’m the only one assign in 1 room, I hate cleaning the CR and in making up bed it was so heavy I ‘cant left up the duvet. In my 3rd week of my training housekeeping department at first I find it hard to catch up with what the supervisor was teaching us, and finally I absorbed everything she taught. The day by I finish 4 check out rooms and my supervisor was really amazed. Over all the experienced was not fun, because honestly it was the worst experience, but in some point I gained knowledge and new ideas about how to clean the room, making up the bed, cleaning the aircon, and other things inside the room. And how the housekeeper work in reality. Being a housekeeper is not an easy job you have to be patient, you have to be focused in everything you are doing to make your work right.

KITCHEN DEPARTMENT

Its not an easy job being a chef, it’s among those professions that people dream about, imagine leading a crack platoon of chefs in a glamorous, stainless steel kitchen, and presenting fabulous meals to hundreds of people. I started my training September 1 with my co-trainee jerick. We toured around the kitchen and assigned to our specific areas. My 1st week I was assigned in the main kitchen. It was hard at first because you don’t know what to do, where to get this and that, where to go, so really confusing. And the hardest part is when the chefs will asked you to make something and you need to find the ingredients for that recipe, and you look so stupid asking things most of the time. In my 2nd week I’m assigned in cold kitchen / pastry, cakes, cupcakes, cookies, salad, and other desserts station where you just icing the cake, double boiling the chocolates for the chocolate cakes, making salads, washing the used utensils and baking pans, I’ve learned more things like recipes and standard cooking. I’m thankful that I had my training here for I gained more confidence in dealing with people, holding my patience in of work and with guest, dealing with long work hours that you can only sit when you had your lunch break. I’ am thankful to some chefs that were so kind saying thank you after you end your duty, which I only heard those words from the pastry. Over all, the experience was fun, in some point I gained knowledge and new ideas about dealing things inside the kitchen. How chef’s work in reality and it’s not an easy job, they have to be focused in everything they were doing to make their work right.

SELF ASSESTMENT

I learned that on-the-job training is not just a subject to be ed or a requirement to be completed but on-the-job training is an opportunity to show what skills, talents and techniques that the student learned from school and also an opportunity to experience the life outside the campus. We have to be responsible enough on the task given to us. You should accept your weaknesses. Time is very important. As early as you do your work, you finish it an earlier time that you can do such things by helping others. You should not be afraid to ask questions if you do not know what to do to avoid faultiness in your work.

EQUIPMENT, MACHINERY, TESTING, APPARATUS, I HANDLED

HOUSEKEEPING DEPARTMENT              

Brooms Dust pan Dust mop Air freshener Trolley Garbage disposal and Bins Scrubber Toilet cleaner Pillow case Pillow sham Duvet Bed sheet Bed pa Bed

FOOD AND BEVERAGE DEPARTMENT           

Silverware / Chinaware Table napkins Linens Water goblet Wine glass Highball glass Shaker Coffee machine Microwave Serving tray Pitchers

KITCHEN & PASTRY         

Knife Plates Electric mixier Baking mold Spatulas Baking pan Meat slicer Hood type dish washer Dough kneader

ATTENDANCE AND PUNCTUALITY We are expected to report to work on time and to remain on the job throughout our regular work hours. If I will be late or absent from work I must inform my supervisor as far in advance of the start of the workday as possible. If I have an urgent reason for leaving work I must have permission from our supervisor and/or department head. It is my

responsibility, either

personally or through a close relative, to ensure proper notification is given to the supervisor. Asking another employee or friend to give this notification is improper, except under emergency conditions. Absence without notice for three consecutive days is considered job abandonment and grounds for immediate termination.

Punctuality and

regular

attendance

are

important

for

job

advancement and retention. We should always that attendance and punctuality are very important in maintaining a normal workload and efficient schedule especially to us a trainee.

ON-THE-JOB TRANING PICTURES

FOOD & BEVERAGE DEPARTMENT

KITCHEN & PASTRY DEPARTMENT

HOUSEKEEPING DEPARTMENT