Chapter I

INTRODUCTION
It is nestled in the heartland of Tagaytay where whif of Cool Mountain
breeze with a dramatic fora and fauna that envelope the place to maintain its
country charm.
It is a place where all your comfort is within reach from sports facilities,
spa, to your shopping spree.
Come and experience ... Tagaytay Country Hotel grandeur of nature
and renowned dedication to its warmth and personalized service.
Tagaytay Country Hotel is Operated by The Olivarez Group of
Company and owned by former Major Pablo Olivarez of Paraaque, with 68
rooms the hotel is rated as Standard Hotel by the DOT and 4 star hotel rate by
the Philippine Travel and Tours Inc. for its amenities and services. Tagaytay
Country Hotel is manage by Ms. Analyn Sio (Resident Manager).
Tagaytay City is considered as the "second summer capital" of the
country next to Baguio City because of its crisp and cool weather climate,
balmy winds and foggy mists all year round. It is a treasure box of pleasure
points by itself. It is a perfect picnic spot. Tagaytay, however, is more than a
picnic haunt. The place has many congregational houses, retreat centers and
most especially to Hotel accommodations wherein you can fnd a place, a
haven under the sky - the splendour of "TAGAYTAY COUNTRY HOTEL".
Thus, the masterpiece of nature that is Tagaytay is not to be missed for
tourist itinerary. It should always include a visit to the Volcano Island
enumerable side spots. Tagaytay City, located 2,500 feet above sea level,
enjoys a cool climate characterized by a relatively low temperature, low
humidity and abundant rainfall. Average temperature is 22.7 degrees Celsius.
Tagaytay Country Hotel ofers 68 elegantly designed guest rooms and
function rooms with complete amenities and facilities that can accommodate
500 to 800 persons.
HISTORY
Tagaytay Hotel Country Hotel was owned by the Olivarez Family, Dr. R
Olivarez, the president, Ms. Evangeline Olivarez-llas, the General Manger and
Ms. Ephel De Leon Olivarez, the Operations Manager. It was founded on
February 2000.
Tagaytay Country Hotel was opened in 2002, named country inn and
later was changed to Tagaytay Country Hotel in the year 2002. The Hotel has
superior rooms, 11deluxe rooms, 20 studios, 1 suite and several function
rooms, including the 350 El Caviteno ballrooms. All rooms are equipped with
cable TV, mini bar, hot and cold shower, NDD/IDD telephone and individual air
conditioning. Room rates from Php 2,300.00 to Php 5,000.00.
The hotel has now been modifed and expanded to their rooms and
function rooms. There are sixteen rooms, one suite room, and fourteen deluxe
rooms, 21 studios deluxe and 20 economy rooms, with a total of 72 elegant
designed guest rooms with complete amenities and facilities. The hotel has a
total of seven function rooms, while the amphitheater can accommodate 800
persons. El Caviteno ballroom can be divided into three function rooms that
are Kawit, Imus and Rosario. Ballroom can accommodate up to 300 persons.
Calabarzon can be divided into three smaller function rooms that are Cavite,
Laguna and Batangas. Calabarzon can be fexible in set-ups to up to 150
persons the smaller function rooms are also fexible for large group size.
MISSION & VISION
To exceed our clients expectations by providing the best service and
continuously aspire for excellence through hard work, diligence and respect
towards our guest, the organization, its ofcials and workers.
Olivarez plaza Tagaytay is the leading option tourist and visitors
destination in Tagaytay City. We will be known for our exemplary service and
commitment among the hospitality industries worldwide.
OUTSTANDING CHARACTERISTIC
Tagaytay Country Hotel is situated in the heart of Tagaytay business
district center, a 45 minute drive from manila. Tagaytay Country Hotel is the
right place to go for vacation, relaxation and be rejuvenated by amidst its
fourishing fora and fauna setting.
Tagaytay Country Hotel ofers 68 elegantly designed guest rooms with
complete amenities and facilities. The Country Hotel has 18 superior rooms,
10 deluxe rooms and 24 studio rooms, 18 economy rooms and 1 suite room.
All rooms are equipped with Cable TV, Mini Bar, Individual Air-conditioning
with Individual Control System, Telephone System connecting to Front Desk
for NDD/IDD calls, Living Room Area, Hot / Cold Shower, Smoke Detector,
Phone Lines and Clothes Lines.
Economy Rooms are designed for large group of guest witch features
Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms
are designed for family type which features a kitchenette and a bigger living
room area for studio type of rooms.
18 Superior Rooms 21 Studio Deluxe Rooms
10 Deluxe Rooms 18 Economy Rooms - Bunk
1 Suite Bed
Room Features Room Rates
Rooms Single / Twin Occupancy
Bed and Breakfast
Superior RoomPhp 3,000.00
Deluxe RoomPhp 3,900.00
Suite RoomPhp 4,650.00
Studio Deluxe RoomPhp 5,000.00
Economy 2Php 3,000.00
(Room good for 4 persons)
Economy 3Php 4,500.00
(Room good for 6 persons)Php 750.00 /per person
Economy 4Php 4,800.00
(Room good for 8 persons)Php 600.00 /per person
Economy 5Php 5,500.00
(Room good for 10persons) Php 550.00 /per person
Restaurants
Experience Country Food and desserts in a cozy countryside ambiance
here at Country Caf it serves sumptuous International and native serving a
combination of diferent types of cuisine, which expresses both light snacks
and complete meals that will surely satisfy guest needs. Its operational hours
are from 6am to 11 pm (Room Service also available during these hours).
Caf Amadeo
A right place were you can enjoy a European cozy outlook with your
friends and family, drinking local cofee from Cavite and other variety of cofee
blends along with your choices of pastries and desserts.
La Costa Spa
Comfort and pamper your body from head to foot. Invigorate your body,
mind and soul as you relax your body with our variety of spa amenities such
as aroma therapy bath, healing massage, sauna bath, and other relaxation
treats like Facial Care, Body Treatment, Hand Care, Detoxifcation and Hair
care
Facilities
Aside from the room amenities, Tagaytay Country Hotel ofers the
following facilities to its guests.
Sports Facilities:
1 Tennis Court
2 Badminton Court
3 Swimming Pool
4 Open Basketball Court
5 Indoor Basketball Court
6 Billiard and Table Tennis
7 Dart
Other Facilities:
1 Laundry shop
2 Spacious parking lot
3 Business center
4 Safety deposit box
LOCATION MAP
Tagaytay Country Hotel is located within Olivarez Plaza along
Aguinaldo Hi-way, the Business district of Tagaytay City 56 km travel from
Manila to Tagaytay. The place is near view site at Tagaytay Rotonda, the hotel
is beside Caltex at the right side of the map and across caltex is jollibee. Mc
Donalds is the easiest land mark to fnd Olivarez plaza and Tagaytay Country
Hotel.
The left side of Emilio Aguinaldo highway leads to silang, dasmarinas
and carmona,on the right side it leads you to rotonda an intersection that
leads to tagaytay highlands and batangas.
olivarez plaza also have a short cut at the back side leading to tagaytay
higlands. this place is also near a jeep ang van terminal, a few blocks away,
across the street the plaza is also a bus stop going to silang, dasma and
carmona.
HOTELS ORG. CHART
DUTIES AND RESPONSIBILITIES
Managers are responsible for keeping their establishments efcient and
proftable. In a small establishment with a limited staf, the manager may
oversee all aspects of operations. However, large hotels may employ many of
workers, and the general manager usually is aided by a number of assistant
managers assigned to the various departments of the operation. In hotels of
every size, managerial duties vary signifcantly by job title.
The GENERAL MANAGER, for example, has overall responsibility for
the operation of the hotel. Within guidelines established by the owners of the
hotel or executives of the hotel chain, the general manager sets room rates,
allocates funds to departments, approves expenditures, and establishes
expected standards for guest service, decor, housekeeping, food quality, and
banquet operations. Managers who work for chains also may organize and
staf a newly built hotel, refurbish an older hotel, or reorganize a hotel or motel
that is not operating successfully. In order to fll low-paying service and clerical
jobs in hotels, some managers attend career fairs.
Assistant Manager, help run the day-to-day operations of the hotel. In
hotels, they may be responsible for activities such as personnel, accounting,
ofce administration, marketing and sales, purchasing, security, maintenance,
and pool, spa, or recreational facilities. In smaller hotels, these duties may be
combined into one position. Some hotels allow an assistant manager to make
decisions regarding hotel guest charges when a manager is unavailable.
Computers are used extensively by hotel managers and their assistants
to keep track of the guest's bill, reservations, room assignments, meetings,
and special events. In addition, computers are used to order food, beverages,
and supplies, as well as to prepare reports for hotel owners and top-level
managers. Managers work with computer specialists to ensure that the hotel's
computer system functions properly, managers must continue to meet guests'
needs.
1 Manage the hotel's business plan or direction
2 Hire and train new staf
3 Handle requests and complaints from guests
4 Keep records, plan budgets and deal with accounts
5 Advertise the hotel and deal with tour operators
6 Supervise the day-to-day running of the hotel
7 Greet guests
8 Take bookings and allocate rooms
9 Devise the annual business plan for the hotel
10 Having fnal say in quality and cost control
Resident Manager lives in hotels and is on call 24 hours a day to
resolve problems or emergencies. In general, though, they typically work an 8-
hour day and oversee the day-to-day operations of the hotel. In many hotels,
the general manager also is the resident manager.
Executive Housekeeper ensures that guest rooms, meeting and
banquet rooms, and public areas are clean, orderly, and well maintained. They
also train, schedule, and supervise the work of housekeepers; inspect rooms;
and order cleaning supplies.
Front Ofce Managers coordinate reservations and room
assignments, as well as train and direct the hotel's front desk staf. They
ensure that guests are treated courteously, complaints and problems are
resolved, and requests for special services are carried out. Front ofce
managers often have authorization to adjust charges posted on a customer's
bill.
Executive Chef will train and manage kitchen personnel and
supervise/coordinate all related culinary activities; estimate food consumption
and requisition or purchase food; select and develop recipes; standardize
production recipes to ensure consistent quality; establish presentation
technique and quality standards; plan and price menus; ensure proper
equipment operation/maintenance; and ensure proper safety and sanitation in
kitchen. The executive chef may cook selected items or for select occasions.
The executive chef may oversee special catering events and may also ofer
culinary instruction and/or demonstrate culinary techniques. The executive
chef directly supervises kitchen personnel with responsibility for hiring,
discipline, performance reviews and initiating pay increases. Typically reports
to a food service director.
Sales & Marketing Manager directs the actual distribution or
movement of a product or service to the customer. Coordinate sales
distribution by establishing sales territories, quotas, and goals and establish
training programs for sales representatives. Analyze sales statistics gathered
by staf to determine sales potential and inventory requirements and monitor
the preferences of customers.
Chief Engineer, Manages all engineering/maintenance operations,
including maintaining the building, grounds and physical plant with particular
attention towards safety, security and asset protection. Accountable for
managing the budget, capital expenditure projects, preventative maintenance
and energy conservation. Responsible for maintaining regulatory requirements
leads the emergency response team for all facility issues.
Accounting Manager, will be responsible for the Accounting
Department and its functions. Some of the duties include; cash management,
fnancial reporting, and creating budgets.
1 Establish and enforce appropriate fnancial policies and
procedures
2 Plan and forecast balance sheet and cash fow
3 Cash management
4 Create budget and re-forecasting
Human Resources Manager directs and coordinates all duties related
to the position of Human Resource Generalist; recruiting, employee benefts,
wage and salary, job evaluations, personnel counseling, employee relations
and the creation and implementation of formalized training programs for all
personnel.
Housekeeping Organizational Chart
Executive Housekeeper
The Executive Housekeeper is responsible for all duties of the
housekeeping operation and cleanliness levels in all areas of the property.
Responsibilities include: staf training, inter- department communications, and
staf scheduling. The Executive Housekeeper will promote an atmosphere that
insures the company mission statement, Friendliness and Cleanliness. This
position requires strong attention to detail, leadership skills, and the ability to
efectively deal with department heads, guests, and team members.
He / She support the Executive Housekeeper in all duties of the
housekeeping operation and cleanliness levels in all areas of the property.
Responsibilities include: staf training, inter-department communications, and
staf scheduling. The Assistant Executive will promote an atmosphere that
insures the company mission statement, Friendliness and Cleanliness. This
position requires strong attention to detail, leadership skills, and the ability to
efectively deal with department heads, guests, and team members.
Guest Relation Assistant
They are responsible for maintaining the cleanliness and appearance of
the hotel and providing customers with quality service in a timely and friendly
manner. Responsibilities vary but may include: cleaning and maintaining the
appearance of the public areas of the hotel, deep cleaning of assigned areas,
setting-up and maintaining complimentary hotel lobby functions including the
cofee service and nightly concierge events, cleaning and setting-up meeting
room functions, restocking housekeeping stations, delivering service items to
guest rooms upon requests from the front desk, and driving shuttle van when
needed.
Room Attendant
Room Attendants are responsible for the cleanliness of guest rooms,
hallways, and public areas in the hotel. Responsibilities include: servicing
guest rooms daily in accordance with hotel procedures, stocking cart with
room supplies, and replacing bed linens and replenishing guest room
supplies. This position requires strong attention to detail, ability to
communicate efectively with guests and team members verbally or in written
form, and the ability to bend, lift, and be standing or walking all day.
Linen Supervisor
Linen Supervisor will be responsible to manage and maintain overall
control of the Linen Room and its functions, ensuring that a frst class linen
service is delivered to the hotel and its bedrooms. Linen Supervisor will be
responsible of receiving, controlling, storing and issuing all linen; ensuring that
the correct stock levels of linen are maintained at all times.
Laundry Attendant
Laundry Attendant responsibilities include cleaning, drying and folding
laundry from the day, maintaining a clean working environment, assist the
front desk in delivering supplies to guest rooms in the evening, keeping an eye
on inventory levels and touching up rooms if needed to be sold.
Food & Beverage Production
Organizational Chart
Executive Chef
The executive chef, sometimes called the head cook or the "chef de
cuisine", is the one responsible for running the food preparation in a kitchen.
He or she takes on much more of a management role than anyone else on the
kitchen staf. Executive chefs are usually employed by large restaurants,
hotels, and private country clubs and even cruise lines. Most manage a staf of
at least ten employees.
Duties
The executive chef is primarily responsible for assigning responsibilities
among the kitchen staf to ensure that food preparation is efcient. In addition
to overseeing all food production, the duties of the executive chef usually
include the following:
Manage food preparation and cooking. Ensure that food quality
standards are met. /Cook food, either on a regular basis or for special
functions only. /Plan the menu and create new recipes. /Prepare the budget,
including projections of annual food and labor costs. /Train the kitchen staf to
ensure the food is prepared according to budget and standards. /Perform a
regular inventory of food supplies and equipment. /Project future needs and
place orders to ensure that they are met. /Ensure that the kitchen adheres to
sanitation and safety laws.
Sous Chef
The term "sous" comes from French, and it means "under." A sous chef
ranks directly below the executive chef. The sous chef is directly in charge of
day to day production in the kitchen. Because the executive chef must spend
so much time in his or her ofce, tending to issues related to business and
long-term planning for the restaurant, the sous chef is generally given the
responsibility of ensuring the kitchen functions efciently and efectively.
1 Supervising the kitchen staf
2 Preparing and cooking meals to order
3 Demonstrating cooking techniques and proper equipment usage to the
kitchen staf
4 Some menu planning
5 Some ordering of food and kitchen supplies
Chef De Partie
A chef de partie, often called a "station chef" or a "line cook," is
responsible for one particular area of food production in the kitchen. This
position is usually found in larger kitchens with a staf big enough to allow for
specialization. Usually, each "station" in the kitchen has only one or two
workers on duty at any given time. In a case where theres more than one chef
de partie on duty, theyre often divided into a hierarchy using titles like "frst
cook," "second cook" and so forth.
Cooks
A chef is a person who cooks professionally. In a professional kitchen
setting, the term is used only for the one person in charge of everyone else in
the kitchen; the executive chef. They are the ones responsible for food
preparation and cooking.
Pastry Chef
Prepare baked goods, pastries and desserts. In larger establishments,
the pastry chef often supervises a separate team in their own kitchen or
separate shop.
Food & Beverage Service
Organizational Chart
Captain Waiter
Oversees the service of the restaurant and reports to the department heads.
Waiters & Waitresses
Greeting Customers, in some restaurants, there is a host or hostess to
greet customers and take them to their tables. Other restaurants, however,
require the waiter to greet and seat guests before serving them.
Ofering and Serving Beverages and Appetizers, upon the arrival of a
group of customers, the waiter should ofer beverages and appetizers. The
waiter should be knowledgeable about the various soft drinks, wines and
spirits that the establishment ofers, as well as the appetizers on the
menu. The waiter places the orders and delivers the drinks and appetizers to
the customers.
Taking and Serving Meal Orders, One of the waiter's main duties is
taking and delivering food orders. The waiter must be able to discuss the daily
specials as well as the restaurant's regular menu items. A waiter should be
extremely familiar with the entire menu, including which entrees come with
side dishes.
Continued Service After the meal has been delivered, the waiter pays
attention to the needs of the table, re-flling drinks, taking away soiled dishes
and ofering napkins or other amenities ofered by the establishment.
Delivering the Check and Accepting Payment, The waiter totals the
guest check and takes it to the customer. He also accepts payment when it is
not done by a cashier and must be aware of the accepted forms of payment.
Waiters usually receive a tip of 18 percent to 20 percent of the total check.
Whatever the tip may be, the waiter should accept it graciously.
Sales & Marketing Department Organizational Chart
The Sales and Marketing Assistant provides administrative support to
the staf of the Sales and Marketing Department. Duties include general
research, clerical, and project based work. The Sales and Marketing Assistant
projects a professional company image through in-person and phone
interaction.
1 Research new market opportunities
2 Map out potential customers & competitors
3 Determine unmet needs and market structure (channels)
4 Contact and conduct initial follow-ups on sales prospects
5 Coordinate with our marketing, sales, and technical groups to facilitate
marketing functions (i.e. brochures, trade shows, etc.)
6 Provide status reports to management on overall sales and marketing
activities
1 Setup and coordinate meetings and conferences. Coordinates
employee travel (air/land, lodging, etc.) to and from marketing related
conventions and conferences.
2 Develop procedures for contacting and qualifying leads
3 Develop procedures for updating prospect information
4 Develop procedures for competitive research and analysis
5 Researching and purchasing of target advertising in all media for niche
markets
6 Coordination of development of marketing pieces for print, internet,
television and radio.
7 Develop procedures for E-Marketing/Internet marketing services for
clients
8 Development of pricing structures and payment options
9 Setup accommodation and entertainment arrangements for company
visitors.
Accounting Organizational Chart
Accounting Supervisors overlooks the work of the accounting
department, and supervise and helps solve the problems the team
encounters. He/She reports to the resident manager the status of the fnancial
aspect of the hotel.
Auditors clerks often have responsibility for some or all of the accounts,
known as the general ledger. They record all transactions and post debits
(costs) and credits (income). They also produce fnancial statements and
prepare reports and summaries for supervisors and managers. Bookkeepers
also prepare bank deposits by compiling data from cashiers, verifying and
balancing receipts, and sending cash, checks, or other forms of payment to
the bank. They also may handle payroll, make purchases, prepare invoices,
and keep track of overdue accounts.
Accounting clerks post transactions in journals and on computer fles
and update the fles when needed. Clerks also review computer printouts
against regularly maintained journals and make necessary corrections. They
may review invoices and statements to ensure that all the information
appearing on them is accurate and complete, and they may reconcile
computer reports with operating reports.
Auditing clerks verify records of transactions posted by other workers.
They check fgures, postings, and documents to ensure that they are correct,
mathematically accurate, and properly coded. They also correct or note errors
for accountants or other workers to fx.
LAYOUTS:
LAYOUTS:
LAYOUTS:
LAYOUTS:
LAYOUTS
Basement
The basement has 18 economy rooms with double decks. The
economy rooms features Cable TV, Mini Bar, Individual Air-conditioning with
Individual Control System, Telephone System connecting to Front Desk for
NDD/IDD, Living Room Area (Studio Deluxe Rooms), Hot / Cold Shower,
Smoke Detector, Phone Lines and Clothes Lines.
The basement also has a billiard hall and videoke area with
comfortable sala-set for entertainment. In this foor there are two public
comfort rooms separating the ladies and mens comfort rooms, It features four
shower areas and four toilet cubicles for each comfort room. In this foor the
food and beverage ofce, stock room and storage room are all located.
Ground Floor
The ground foor has the main entrance were you will frst fnd the front
desk. In this foor the kitchen, caf restaurant, accounting ofce, resident
managers ofce front desk ofce and sale marketing ofce
The Ground foor also features superior rooms, deluxe room a studio
type with a living room area, 1 suite room, deluxe room a regular type of room.
At this foor the hotel extension that is located outside the hotel were they
feature a studio deluxe room that has a kitchenette, microwave and
refrigerator, the extension is just beside the parking, the garden, tennis court
and swimming pool. The hotels La Costa Spa is also in this foor and
calabarzon function rooms that are fexible that can be devided into three
function rooms calamba, laguna and batangas function rooms.
Second Floor
The second features El Caviteno, Kawit, Imus and rossario function
rooms, this function rooms is also fexible and can join the three function
rooms into 1 big function room. In this foor the deluxe rooms are all located, in
each it has the usual features and facilities of a room like; Cable TV, Mini Bar,
Individual Air-conditioning with Individual Control System, Telephone System
connecting to Front Desk for NDD/IDD, Living Room Area (Studio Deluxe
Rooms), Hot / Cold Shower, Smoke Detector, Phone Lines and Clothes Lines.
FACILITIES
Sports Facilities:
1 Tennis Court
2 Badminton Court
3 Swimming Pool
4 Open Basketball Court
5 Indoor Basketball Court
6 Billiard and Table Tennis
7 Dart
Business Facilities:
Convention Center
This is suited for convention purposes or big events (theater type). It
can accommodate 800 to 1,000 persons
El Caviteno Ballroom
It is the most perfect venue for conferences, seminars and other major
events such as birthdays, baptismal and wedding receptions
El Caviteno Ballroom can be divided into three function rooms that are
Kawit, Imus, and Rosario. Kawit, Imus, and Rosario these three small fexible
function rooms can be divided depending of the large no of guest.
Calabarzon can also be divided into three smaller function rooms that is
Cavite, Laguna and Batangas. Calabarzon can be fexible in set-ups of up to
150 persons. Smaller function rooms are also for fexibility of group size.
CHAPTER II
HOUSEKEEPING
In Tagaytay Country Hotel, the housekeeping is one of the key
departments and employs a large number of people. The housekeeping has
the great responsibility of taking and upkeep of the various departments and
diferent areas of the property and covers a wide area.
It coordinates with other departments to ensure the smooth functioning
of the establishment, though it is not a direct source of revenue, its
contribution of the operation of the hotel is critical and cannot be ignored. It is
the house keeping department, which makes the stay of the guest in the hotel
comfortable by creating a warm and homely atmosphere. It caters to the
guest requirements and provides the necessities in the right shape and order.
After the front ofce, this is the most important area which creates a
long and lasting impression upon the guest and can infuence the guest to
patronize the particulars hotel time and again. An incomplete housekeeping
department of any hotel can detract guest and loose clientele and
consequently the revenue so; the housekeeping department in the hotel is
responsible for the cleanliness, maintenance and aesthetic upkeep of the
hotel. The role of the housekeeping is to keep clean and make it feel cozy,
comfortable and safe house for the guest.
Executive Housekeeper
Executive housekeepers Supervises and is responsible for the
cleanliness, order and appearance of the hotel rooms and public areas. He
also prepares reports when required and Participate in all department head
meetings. Train all employees to perform the standard procedures as
applicable to their position. He works closely with the general managers on
day to day housekeeping requirements and prepares the annual
housekeeping budget and submits it to the general manager.
Check all public areas against checklist and see that they meet the
standard of cleanliness stipulated and remove furniture, fxtures and curtains,
which require repairs, mending, spotting, washing etc. Prepare a schedule for
the cleanliness crew and trains all new recruits. Account for furniture
movement & inspect staf turnout and foors and Assign duties to foor
housemen and room attendants. Inspects stafs turnout.
Operational Aspects of Tagaytay Country Hotel
Check all safety systems on the allocated foor and Trains room attendants
and house-men for maximum productivity and standards, records lost and
found items as per laid down norms.
Areas covered:
House keeping control desk. Linen issuing
Guest room Florist
Public area Lost and found
Linen room Stores
Stock room Sport facilities
Laundry Function rooms
1 Horticulture
Diferent Types of Room:
1 18 Superior Rooms
2 10 Deluxe Rooms
3 1 Suite
4 21 Studio Deluxe Rooms
5 18 Economy Rooms - Bunk Bed
Diferent Types of Room
These rooms feature with complete amenities and facilities. The
Country Hotel has 18 superior rooms, 10 deluxe rooms and 24 studio rooms,
18 economy rooms and 1 suite room. All rooms are equipped with Cable TV,
Mini Bar, Individual Air-conditioning with Individual Control System, Telephone
System connecting to Front Desk for NDD/IDD calls, Living Room Area, Hot /
Cold Shower, Smoke Detector, Phone Lines and Clothes Lines.
Economy Rooms are designed for large group of guest witch features
Double Deck Beds to meet the needs of the guest. The Studio Deluxe rooms
are designed for family type which features a kitchenette and a bigger living
room area for studio type of rooms.
Room Types
Studio Deluxe Rooms
1 Two (2) twin beds or one
2 Bedside lamps (2)
3 Bedside rugs (2)
4 Painting
5 Bathroom with one bath and shower
6 Kitchenette with stove, fridge, utensils
7 Two seaters dining table with chairs
8 Kitchenette, bar counter with two stools and utensils
Superior Rooms
1 One (1) Bedroom Suite
2 Double bed
3 Wardrobe
4 Night tables with lamps (2)
5 Side tables
6 Painting
7 Bathroom shower
Suite Room
1 Two (2) Bedroom Suite
2 Double bed
3 Queen-sized bed
4 Closet space to each bedroom
5 Bedside rugs (2)
6 Living area with love seat
7 Cofee table
8 Center rug
9 Four seater dining table with chairs
10 Painting
11 One bathroom with bath and shower
Deluxe Suite
1 Two (2) Bedroom Suite
2 Double bed
3 Closet space in each room
4 Bedside tables with lamps per room (2)
5 Bedside rug to each bed
6 Two seater dining table with chairs
Guest room Amenities Bathroom Amenities
Stationery Bath soap or shower gel
Post cards Shampoo
Pens Tooth paste
Laundry bags Tooth brush
Utility bags Cotton buds
1 Packets as cofee or tea
2 Sugar and powered etc
The housekeeping department has the responsibility for only daily and
periodic cleaning of the guest rooms and public areas. Consequently, the
department has in case then and furnishing carpets and furnitures beds and
beddings and sometimes laundry work the guest and other department.
In all its work the aims of housekeeping departments is to maintain
standard which are constant which good housekeeping practice and which are
refected through to satisfy guest.
Among other aspects of hotel life, comfortable guestroom an efcient
provision of serviced are assessed by guest who can do infuence potential
customers. The reputation of the residential establishment also depends upon
the efciency and loyalty of staf.
Process of Bed Making
The frst thing a room attendant do before making a bed is collecting all
trash and rubbish, remove it and empty them into the trash receptacle bag on
the cart or trolley. Take the trash receptacle into the bathroom for cleaning.
Collecting all ashtrays in smoking area if it is provided in the rooms empty
them into the receptacle bag then wash all ashtrays and wipe and dry. Damp
wipe all trash receptacles, and then replace all ashtrays and receptacles.
Bring clean linen and any other supplies needed to service the room.
Shake all bed linen carefully when stripping the bed, guest to leave article and
valuables in and under the bed in pillow cases. Notify the foor supervisor and
follow the lost- and found procedures for any item left behind by the guest.
Check mattresses and box strings for soiled and torn spots. Report
damages and notify the foor supervisors. Any bed in need of replacement are
immediately replaced and reported so the order of work could continue
efciently.
Fresh linen should be replaced on every bed that was used or turned
down the night before. Place any reject linen in the reject linen bag and list it in
the report sheets then placed it in the linen locker.
Tucking in the top at the head of the bed with a mitered corner the
bottom sheet should also be tucked in on both sides of the bed but necessarily
at the foot.
The blanket should be placed at the top of the second sheet, nine
inches from the head of the bed. When the blankets are properly on the bed,
the top sheet and blanket should now be tucked in together at the foot of the
bed, and a mitered fold made on both sides of the foot of the bed.
Diferent Cleaning Supplies
1 Vacuum Cleaner- Used to clean carpet, skirting, windows and curtains
and foor, cleaning. Upholstery and maintain cleanliness and avoid dust
in room and other hotel areas.
2 Scrubbing Machine- It is used for scrubbing foor and polishes them
and it is very convenient to. Use and speed to fnish work and
manpower is less required and efciency in cleaning and drying foors
in extremely high.
3 Iron Box- It is used for ironing clothes of guests and as well as of the
staf.
1 Washing Machine- It is used for washing clothes of the guests and staf
and also for express laundry delivery it is used for.
2 Scrubber- These are used for scrubbing foor and remove stains and
later squeezed and mopping is done.
3 Squeezer- It is used to remove excess water and direct towards gutter /
trap and helps in mopping foors.
4 Mop Stick- It is used to mop foor with the remaining water after
scrubbing and squeezing. It helps in drying foor faster as it spreads
water.
Cleaning Process
5 Mirror- rinses it with hot water and dries it with a micro fber cloth.
6 Lampshades- brush it and wipe it with a damp cloth.
7 Shower stalls-use all purpose cleaner and dry cloth.
8 Bath foor- sweep with broom, and damp mop with a sanitizer-cleaner
9 Sink- use with an all-purpose sanitizer-cleaner, rinse and dry with a
micro fber cloth.
10 Tubs- scrub with an all-purpose cleaner, rinse and dry with a micro fber
cloth.
11 Toilet bowl- washes the toilet inside and out. Wash the inside with a
hand mop and the outside surface with a damp cloth treated with a
sanitizer and a disinfectant.
Standard cleaning procedure
1 Place room bays cart in front of the door of the room for cleaning.
1 Knock the door twice & identify self of staling housekeeping or room
boy 5-10 seconds.
2 Unlock the door using the duplicate key & gently open the door. Leave
the door wide open.
3 Record on the room boys report the actual time that you start to clean.
4 Switch on necessary lights for cleaning. Draw the blinds or curtains and
open the windows to air-out. Turn of unnecessary lights, Television and
Air conditioner. Etc.
5 Check the condition of Television, radio, air conditioner, telephone,
refrigerator, hairdryer and bidet. Turn-on every lights to check switches
and busted lights. Check for broken and missing items. Check the EL
Safe. Report to maintenance any fndings and inform the housekeeping
ofce for record.
6 Collect the garbage and empty bottles. Bring out soiled dishes from the
room then call the Food and Beverage for dish out.
7 Empty trashcan, dental glass and ashtrays. Wash and set aside for
drying. Pull out Air Condition Unit flters, wash and set aside fro drying.
8 Pull out bedspread cover with bedspread cover and duvet cover.
9 Clean the bathroom from clockwise and top to bottom procedure then
store the bathroom amenities.
10 Clean window glass and frame including the air conditioner body.
11 Clean the veranda, if applicable
12 Sweep the foor. Move the furniture, bed and refrigerator.
13 Check if furniture felts installed are adequate.
1 Dust around the room using dump cloth in counter clockwise motion.
Clean mirrors and glass fxtures.
2 Make up the bed with duvet set up and bedcover set up.
3 Complete the guest supplies, compendium inserts and mini bar items.
4 Close windows. Arrange curtains/roman shades.
5 Make a fnal sweeping and wiping of foors using a damp cloth.
6 Check the over-all appearance of the room. Inform the
7 Executive Housekeeper or the Supervisor about the status of the room
for inspection.
8 Take a last look for fnal touches and spray air freshener.
Linen and Laundry
The diferent function of linen and laundry area is delivering laundry
items for house guest or in house occupants. Washing drying, guest laundries
as well as linens used in banquet maintenance for fxtures and facilities. They
maintain and make sure that the linens are in good shape and without
damage. The laundry and linen area also follows the standard operating
procedures in their service to not disappoint the customers
Communication with the Front Ofce
The communication through the housekeeping and front ofce is by
computers and telephones they also communicate through walky-talky. The
housekeeping supervisor is the one responsible to communicate with the front
ofce department he/she coordinates closely with front ofce area about the
room status and room bookings as well as changes in-room assignments and
reservations. Supervisors informs to the front ofce area about the types of
rooms are ready to occupy, and how many rooms are available for renting of
guest.
ROOM SERVICE
If a guest has is in a room and would like to eat inside their room there
is a menu card just right beside the phone so the guest is freely to choose
from the wide variety of food selection that the hotel serves. They can call for
room service any time they want and be delivered in their respective room;
they can use the phone that is provided in the room to call for room service.
Process of Ordering & Deliver
Telephone will be answered by a waiter in courteous manner and
process the guest's order according to the menu card, the waiter will then
describe the selection of food & beverage in the menu item to guests by
ofering interesting, and vivid descriptions of the each item's, origin, taste, and
preparation methods.
Communicate with guest and take their order including any special
needs or requests to the kitchen using the hotel's point-of-sales system; check
completed kitchen orders with the guest's original order; delivery of items to
the guestroom will be delivered by a Room Service Servers in a timely
manner to ensure proper food quality; properly and accurately close guest
checks; record guest charges.
Anticipate guest needs, ascertain satisfaction, and ofer suggestions,
and respond urgently and appropriately to guest concerns and requests.
Coordinate amenity deliver by ensuring that all requests are received,
fled, ordered from kitchen and delivered in a prompt and accurate fashion.
Table Set-up
The guest rooms are provided with tables and chairs for the guest use.
The guest are free to set their own table according to set-up they are pleased.
Utensils, napkins and plates are all provided by the hotel.
FOOD & BEVRERAGE DEPARTMENT
Food and Beverage Department is responsible to give the customer
satisfaction regarding the food taste and quality service to all customers.
It is the responsibility of the food and beverage department is
responsible to give the customer satisfaction regarding the food taste and
quality services
The food and beverage personnel are responsible to respond to the
demands of their customers. They see to it that customers receive good and
courteous service at all times, they must maintain good working relationship
with fellow staf and customers.
The food and beverage department attends to the customers queries
and requirement. It must be done courteously and efciently establish
standards. All beverages and food must be in good taste and of quality service
to ensure customers satisfaction.
F&B Manager
The food and beverage manager is responsible for the daily operations
of the restaurant and other establishment. The managers also train all
employees to ensure all products are prepared, handled, stored well with
consistency and to maintain standard recopies. He/She coordinates orders
with food or liquors to ensure best price, quality and availability. He/She is also
responsible for the submission of the reports needed.
In addition the service manager oversees the inventory, ordering of
foods, equipments, supplies and arranges for the routine maintenance and the
upkeep of the restaurants equipments and facilities. He/She also coordinates
all created events and bookings.
As for guidelines and conferences, services and food services the
manager is also responsible for all menu development, food costing,
marketing and pricing initiative.
Generally food service mangers are responsible for all administrative
and human resource. He/ She also functions as the one running the business
Food service manager implements the procedures by overseeing the
training of the new employees and explains the establishment policies,
procedures, and practices clearly. He she schedules work hours, making sure
that enough workers is present to cover each shift. If an employee is not in
good condition or he/she is unable to work for a day or so? Managers must
call on call employees for substitution to take the place of the absent
employee. The service manger also ensures the fow of the operations
promptly and consistently. He/She encounters guest complaints like the
service, food, equipments etc He/She must execute investigation and
resolve customer complains immediately to satisfy guest needs.
AREAS OF FOOD AND BEVEAGE DEPARTMENT
The diferent areas covered by the food and beverage department are
the dinning area. Kitchen area and if there are special events in some of the
function rooms it is also covered by the food and beverage department
Dining area - an area arranged for dining; this is where the guest eats
and be satisfed in their food.
Kitchen Area -A room or an area equipped for preparing and cooking
food.
Function Rooms - these are the place where we held special events
like birthday, a fully catered corporate function, private function, cocktail party,
Christmas party, wedding, engagement and reception
Diference between commercial restaurant & Hotel restaurant
The diference between a hotel restaurant to a commercial restaurant,
is that commercialize restaurant, are advertised and often well known for their
brand name, service add style and are choose by clients or guest. Hotel
restaurants are commercialize too through the hotel services and facilities but
often the price has higher cost since its located inside a hotel. But even
though it has higher price it has complete facilities for the guest needs. .and
an advantage of hotel restaurants, they have more man power for service
events unlike commercialize restaurants they have limited services.
Shifting Procedure
Every shifting the food and beverage department stafs, they need to
punch their time card using the bandy clock, then meet the service manager
at the beginning of the shift to be updated and inform for the latest 86 or ot of
stock, events and projects of the day.
The works from 07:00 am to 04:00 pm, 09.00 am to 05.00 pm and 10
am to 06:00 pm through out the week. On Sundays the front ofce department
handles reservations. It comes directly under the supervisors of the duty
managers.
Menu
The menu serves local and international cuisine. Tagaytay Country
Hotel ofers wide range of meals, starting with breakfast set like continental
breakfast, American breakfast, Country breakfast, Ala Carte breakfast and
other local favorites like Arozcaldo, Champorado, Goto and Spanish sardines
and also starts every meal with diferent types of appetizers, salads and
soups. They also have hunters sample, serve with pastas, sandwiches and
desserts along with assorted garden vegetables and aioli sauce, mushroom
sauce, pepper corn sauce, caf de Paris and lemon butter sauce, bake potato,
French fries and plain garlic rice are some choices of carbohydrates in the
hunters sample menu item. Along with is a list of viand such as Australian
Tenderloin steak, Potter house steak, T-bone etc
Basic Rules of Order Taking
1 Be sure what the guest wants and take note of their orders
including special instructions like in the case of a steak I ft is well done
etc.
2 Special Instructions: Doneness
3 Rare R
4 Medium Rare MR
5 Medium M
6 Medium Well MW
7 Well Done WD
8 Repeat the order and thank guest.
9 Give a service as perfect as possible.
10 Remember that hot food is served on hot plates, and cold food on
cold plates, and icy food on icy plates.
11 BE grateful for a small tip.
12 Develop cares interest for the job and plan a future career you can
be happy with.
13 Develop the skills to observe guests habits, preferences and
dislikes and learn to anticipate such habits.
14 Greet the guest by his name and the proper time of the day.
15 Check briefy the amount of the check before handling it to the
guests.
16 Ask a guest who seems to be waiting: Would you care for a drink
Sir/Maam?
1 A guest in a hurry must be given a speedy service.
2 A few friendly words may help a lonely guest enjoy his meal better.
3 Some guest cannot understand the menu so the waiter should
explain to them and possible show how it is being prepared.
4 If it is evident that the guest is budgeting, he will request for the
waiters suggestions on what to order that will enable them to enjoy a fne
meal at a modest cost.
5 If the guest is dieting, the waiter should be able to suggest some
dishes because guests welcome suggestions on food do not have many
calories.
Table Set-Ups
In Tagaytay Country Caf, they dont have any permanent table setting
but due to diferent types of cuisine, they manage to set up in what type of
food they serve.
Plates and Bowls
1 Dinner plates should be placed approximately 2 inches from the table's
edge, centered on the placemat or squarely in front of each chair.
2 Soup bowls are placed on top of the dinner plate.
3 Salad plates are placed to the left of and just above the forks.
4 The bread plate should be placed to the right and slightly above the
salad plate.
5 When serving multiple courses, many hosts will opt to serve them in
courses and place only one or the other dish at the original table
setting. For example, if soup will be served frst, the soup bowl will be
placed on top of the dinner plate and the salad dish will be brought out
after the soup bowl and spoon has been cleared.
Silverware
1 Silverware should be placed on the table in the order it will be used;
silverware that will be used frst should be found on the farthest left and
right sides of the plate.
2 Forks are placed to the left of the dinner plate; knives and spoons go to
the right.
3 Knives should be placed with their cutting-edge toward the dinner plate,
except the butter knife which should be laid fat on a bread plate.
1 Utensils should be about 1/2-inch away from the plate or each other,
and they should also be lined up evenly from their bottoms.
2 Avoid placing more silverware than the meal calls for.
3 Dessert silverware can be originally placed at the table setting if you
wish. The dessert fork or spoon should be centered above and parallel
to the dinner plate.
4 If you will be serving dishes that require specialty silverware, be sure to
arrange the silverware on either side of the plate according to the order
in which they will be eaten.
Cups and Glasses
1 Water glasses should be placed above the dinner knife, with other
drinking glasses arranged neatly nearby the water glass. Often drinking
glasses are arranged in a triangular formation.
2 Cofee cups and saucers may be placed on the table to the right of the
knife and spoon.
Other Items
1 Napkins are commonly placed on the plate, to the left of the forks or
inside of a drinking glass.
2 Name cards are always a good idea for place settings, if the dinner
party is large. Place the card above the dessert utensil, to the left of the
drinking glasses
FACILITIES AND EQUIPMENT
Room Facilities and Features
1 Mini Bar
2 Living Room Area
3 Kitchenette
4 Cable TV
5 Individual Air-conditioning
6 Telephone connection to the front desk for NDD/ICC calls]
7 Hot/Cold Shower
8 Smoke Detectors
9 Phone Lines
Hotel Facilities and Amenities
10 68 Elegant Guest Room
11 Spacious Function Rooms for Conferences, Seminars and Meetings
12 Country Cafe
13 Amphitheater
14 Convention Center
15 Exhibit Hall
16 Business Center
17 Swimming Pool with Outdoor Jacuzzi
1 Tennis and Basketball Court
2 Sport Center and Amusement Center
3 An Indoor Badminton Court
4 Supermarket
5 La Costa Spa
6 Laundry Services
7 Spacious Car Park
F&B EQUIPMENT
8 Iron Machine use to iron the linens, table cloth; table napkins etc.
9 Vacuum Cleaner use to eliminate loose oil and dust
10 Carpet Sweeper use to suck dirt from the carpet
11 Room Boys Cart use for stocking supplies and chemicals
12 Floor Polisher use to polish foor
13 Squeegees use to remove excessive water
14 Mops use for manual mopping
15 Washing Machines use in washing linens and cloths etc.
MANPOWER SCHEDULING
Housekeeping department have a three shifting: a morning shift at six
a.m. until three p.m. The afternoon shift starts at two p.m. until eleven p.m.
And the midnight shifting is from eleven p.m. until eight a.m.
F&B Department have two shifting, morning shift at 6 a.m. until three
p.m. The afternoon shift starts at two p.m. until eleven p.m.
COMMINICAIOTN STYLE
The communications style of housekeeping department is through the
use of telephones, fax and computers. All areas of the housekeeping
department have a telephone to communicate easily to each areas and other
department hotel. They use fax machine to send a letter or important
document for the business transaction. The housekeeping department has
also the computer especially in the front desk area for the guest reservations
sand room assignments.
INTERPERSONAL RELATIONSHIP
All stafs in Tagaytay Country Hotel maintain a good relationship to
each fellow employee during working hours. In all departments they cooperate
and implements good and quality service in their respective working areas
and to impress guests. All department heads potrays good image to their
fellow worker.
WORKING CONDITION
The employees of Tagaytay Country Hotel works in coordination work
on time and fnished the assigned task in a good and quality performance.
The employees also remind each other about the standard procedures of the
hotel to meet the satisfaction of the guest.
VENTILATION
Tagaytay Country Hotel has a complete ventilation to make the hotel operates
well and adds the quality of service in the operation of establishment. All
rooms (economy, suite, deluxe, studio), the function rooms (el Caviteno
ballroom, Amphitheater, convention center, Calabarzon) and ofces has its
own air-conditions to make entire area more comfortable. Also the Country
Caf has its own centralized air-conditioned to make the whole area breezy for
the customer. The complete lights and decoration of whole hotel area creates
a pleasant appearance of the entire hotel. In the addition of the harmonious
music that makes the place more relaxing
SANITATION PROCEDURE
All areas of Tagaytay Country Hotel are well monitored and sanitized.
All departments are responsible for their areas and maintain cleanliness with
proper standard sanitation procedure, they conduct checking for equipment
repair and maintenance.
STRENGTHS
Establishment
Tagaytay Country Hotel has complete facilities for the guests needs
and satisfaction. In this establishment, each guestroom is designed to comfort
guest, while the stafs and employees are hospitable and friendly to all guests.
They have diferent facilities that will meet the needs of the guest such as
swimming pool with Jacuzzi, country caf, La Costa spa, laundry service,
supermarket, spacious car park, four indoor badminton courts, tennis and
basketball court, and business center like convention center, amphitheater and
spacious function rooms for conferences, seminars and meetings.
Employee
The strength of the employees hear in Tagaytay Country Hotel is there
team work that makes there work easier and fun. They also give respect to
whom that is in the position like the department heads. They also give a good
example to practicum students and train them with the hotels standards.
Management
The management in Tagaytay Country Hotel is well managing with
proper standards. The resident manger also maintains closeness to his/her
employees to develop team work to reach their goal.
Practicumer
As practicumer we were equipped and prepared for this training
program to experience the real world of hospitality. In this hotel we were
trained in diferent types of department. Indeed the training program
developed our skills and enhanced our knowledge in this feld, this experience
made us more confdent to face the challenges of the competitive world.
WEAKNESSES
Establishment
The weakness of Tagaytay Country Hotel is the unfnished work in the
establishment like unfnished paint jobs and construction that is not been
repaired for days or so, that makes it an eye sore and unpleasing to the guest.
Employee
Due to lack of qualifed personnel or less trained staf the hotel work
gets over delayed and customers receive unsatisfactory service, which create
a bad impression about the hotel in the guests mind. And once the guest
leaves the hotel after unsatisfactory service, the guest doesnt come back.
Management
The managements need more power to implement a task that needs to
be done over his/her employees. The management had established a very
close relationship that caused over familiarity between employer and
employees.
Practicumer
As a practicumer we were equipped and prepared for this training
program, but the management depended and required too much services
beyond the required job description more so assigned us to areas like a dicer
in a supermarket.
RECOMMENDATION
Establishment
The Tagaytay Country Hotel as a establishment is now reaching the
peak of success. It should have additional stafs that are knowledgeable
enough in terms of their work because of the growing demands. Tagaytay
Country Hotel in the other hand still lack some amenities and facilities. This
should be given attention immediately to be able to meet the guests needs
and demands. They should also pose mission and vision at the front ofce.
Employee
In recruiting hotel personnel candidates qualifcations and experiences
should be taken into account. As far as the existing personnel, regular training
must be provided. Substitution between the new and the existing personnel
can be a good option in order to provide satisfactory service to the guest
needs.
Management
The hotel must have proper monitoring of the maintenance crew as far
as the repairs and constructions are concern. The works of the maintenance
will be done in just a short period of time to lessen the problems and
inconvenience and to keep-up the good impression about the establishment.
The establishment should also hire high standard quality workers with the right
training and knowledge of his/her job.
Practicumer
Every practicumer should be given proper orientation and training
about the establishment. They must be informed about the hotels
background, strengths and weaknesses in order to respond professionally to
whatever situations they may face or encounter. Every practicumer must be
hard working, well trained, and have passion for work.
CONCLUSION
I therefore conclude that Tagaytay Country Hotel being one of the hotel
chain in Tagaytay is setting standards that other establishments can follow. It
is essential to be aware of the changes taking place in the outside world which
will keep hotels in tune with the race and trends of this competitive world. This
will help motivate the hotels to reach higher standards, to satisfy and meet the
guests needs and be one of the most competitive hotel in Tagaytay.. In spite
of the fast growing and very competitive world, they still manage to stay in
their standard but in a step by step growth that made Tagaytay Country Hotel
reached its peak of success.