OUR LADY OF FATIMA UNIVERSITY

COLLEGE OF HOSPITALITY AND INSTITUTIONAL MANAGEMENT

VELENZUELA CITY CAMPUS

A HOTEL PRACTICUM REPORT

RIVIERA MANSION HOTEL

1638 A Mabini St. Malate, Manila

TRAINING PERIOD: 07/15/16 to 09/28/16

In partial fulfillment of the requirements for the course

SWEP-Supervised Work Experience Program

For a degree in
Bachelor of Science in Hotel and Restaurant Management

Submitted by:
Jenina S.Malit
10T. Serano St. Marulas Valenzuela
09754354300
jeninamalit6@gmail.com

Submitted to:
JOMAR T. PAREL, MBA
SWEP Coordinator, International & Hotel Sector
Submitted on:

March 08, 2017

TRAINEES PICTURE

JENINA S.MALIT
RIVIERA MANSION HOTEL

ii
 Table of Contents
Contents Pages

Cover Page i

Trainees Picture ii

Table of Contents iii

Acknowledgement iv

I. Chapter One: Introduction 1-3.

A. History of the company 1.
B. Mission Vision of the
Company 2.
C. Organizational Chart 3.
II. Chapter Two: The Company
and its operations
A. SWOT Analysis 4.
a. Strength 4.
b. Weaknesses 4.
c. Opportunities 4.
d. Threats 4.
B. Case Presentation and 5.
Discussion
a. Case#1: 5.
b. Case#2: 5.
C. Recommendation 5.
a. Recommendation#1 5.
b. Recommendation#2 5.
III. Chapter Three: Learning 6-9.
Journal
A. Weekly Training Experience 6-8.
Report
B. General Perception of the 8-9.
training
IV. Appendices 10-32.
Pictures in Action 10-16.
Pictures in Facilities 17-23.
Restaurant Brochures and Menu 24-32.
Certificate of Completion 33.
Updated Resume 34.
iii
Certificate of Understanding 35.
SWEP Evaluation Sheet 36.
Training Institution Evaluation 37.
form
Time card 38.
AHA Certificate 39.
40.

Acknowledgement
iv
 This training experience is a memorable and worthy

experience for me. This shapes me to be ready in the real world.

This training starts to mold me to becoming a person that would

fit in this field but it couldnt be possible without the assistance

and support of these person:

First of all, I would like to thank God Almighty for giving me

the strength physically, emotionally and spiritually. And the

guidance and patience that He has given me all throughout my

training.

I want to thank my parents, Mr. Romeo Tallada and Mrs.

Rosalina Tallada for their invaluable support.

And lastly I would like to thank to all the staff and

supervisors/Managers of RIVIERA MANSION HOTEL who give me

knowledge, enjoyment, and a wonderful experience.

v
 Chapter One
Introduction

A. History of the Company

Riviera Mansion Hotel is considered a home, a legacy, a

masterpiece and a glimpse of the horizon. But before the hotel

achieves it success it was started just as a simple structure built

on 1986 with 7 floors and 80 rooms. It was headed by a good and

intelligent Chinese businessman Mr. Albert Lim the oldest son of

the Rothman Inn hotel founder Mr. Go Lim. Riviera Mansion

Hotelis located at the heart of the tourist district and just 15

minutes from the airport, the hotels overlook breathtaking Manila

Bay and prime commercial and entertainment district of the

lively city of Manila. Now, the hotel has 16th Floors with 160

rooms and suites are designed with paralleled features and

amenities with a right balance of luxury and simplicity. At Riviera

Mansion youre never really far from home.

Riviera Mansion Hotel is a 3-star city center Manila hotel in

Ermita within a 10-minute walk of Robinson's Place and Rajah

Sulayman Park. Staying here, you'll also be within a 30-minute

walk of Rizal Park and Manila Ocean Park.

Your hotel has its own restaurant serving breakfast, lunch,

dinner and brunch where you'll find a selection of items to try.

Guests can also enjoy drinks as there is a bar/lounge. Free WiFi is

provided
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B. Mission Vision of the Company

Mission

We dedicate ourselves in providing customer satisfaction

through:

Ensuring the effectiveness and efficiency of the

service we provide.

Giving maximum comfort to local and foreign tourist

at reasonable rate as we partake in improving their

total experience.

Understanding the role of teamwork within the

organization as an integral part of the overall of the

company.

Assuring the welfare into of the employee and

allowing them to grow and develop into competent

individual.

Delivering reasonable financial returns for the

investor.

Vision

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 We envision ourselves to be one of leading hotel in manila

providing the best quality service as we create lifelong

memories for our traveling guest.

Organizational Chart

General
Manager
Assistant
A
Manager

F&B Front Office Housekeeping Security

Department Department

Executive Officer in
Front Housekeeper Charge
Coffee Productio Sales
Shop n Desk Security
Superviso Guard
Chef Hotel
Cashie Cook Front Desk Maintenan Linen Housekeepi
Representati
rr Receptioni ce and ng
ve
st and laundry Supervisor
Captai Cook
Secretary Front Desk
n Room
Chicke and Cashier
Waiter Attendan
n Accountin
Barten Bellboy t
Helper g
der
Departme
Waiter
Waitres
Purchasing
3
 CHAPTER TWO
The Company and its operation

A.SWOT ANALYSIS

a. Strength

Riviera Mansion Hotel provide a total customer satisfaction as they

ensure the efficiency and effectiveness of the service and the

maximum comfort at reasonable prices. A three-star hotel though it is

surrounded with different hotel, Riviera keeps on giving a high class

service that surely create a life-long memories to the travelers.

b. weaknesses

The things need to be changed of the Hotel (Housekeeping dept.) is

something about communication with the reception/front office

because there are some times I've encountered that the guest arrived

in the moment that we need a minute to finish the room properly.

c. Opportunities

A lot of families come to Riviera Mansion, so they should give some

more attention to this customer by providing day care for small

children.
4
d. Threats

There are many newer hotels on the same location attracting to the

same customer segment. If the Riviera Mansion is not improving its

standards it is likely that they will lose more and more customers.

CASE PRESENTATION AND RECOMMENDATION

Case#1: Hassle to go upstairs

Since we are not allowed to use the elevator we only used

the stairs to go on the floor were we assigned. It is hard to go

upstairs. You feel so tired before you get there.

Case#2: Uniform for OJT

Since we do not have a uniform we used the traditional

uniform like black pants and white polo shirt.

Case#3: Not enough towel and linen

This is the big problem for the housekeeping staff. Very

often we must look for the towels to the other floor. And so we

lose a lot of time.

Recommendation#1: Provide another elevator

I recommend another elevator. I would say that it is more

convenient to provide a separate service elevator for employee.

Recommendation#2: Provide Uniform for OJT

5
 In terms of employees uniform I recommend that they

much provide unique but attractive design for each department

but still fit to the hotel theme.

Recommendation#3: Provide enough towel and linen

I recommend that the department much provide more

towel and linen so that the guests much have enough towel and

linen to use.

Chapter Three
LEARNING JOURNAL

A. Weekly Training Experience Report

Week 1 (Nov 18 - Nov 20 2016)

My first week at the Riviera Mansion Hotel is like Im

starting to learn everything again. I assigned at the

Housekeeping Department where majority of the practicumer

does. Im so nervous because its like a new task plus to the fact

my co-practicumer know it well that pressure me a lot and Im

scared that I might do wrong but thankful that I may cope up fast

to the nature of the job.

Week 2 (Nov 21 Nov 25)

My second week at the Riviera Mansion Hotel with little

harder of performing my job because Im still adjusting to the job

6
were Im assigned. But I may cope up fast so that I can do it

properly.

Week 3 (Nov 26 -Nov 27)

My third week at the Riviera Mansion Hotel I learned how to

do their own standards bedding which is different at the

standards of our school. They also do sweep the floor. Dusted all

the appliance inside the room.

Week 4 (Dec 1 Dec 7)

My fourth week at the Riviera Mansion Hotel this week was

very tiring week for me because theres a lot of guest arrived and

we required to arrange a lot of extra bed for each room. Another

thing is that we have to scrub the terrain while the other also

scrubbing the bathtub and sink and like on the past week I do

bedding, sweeping and dusting.

Week 5 (Dec 8 Dec 14)

My fifth week at the Riviera Mansion Hotel I also did

bedding, sweeping and dusting which resulted me thinking that

being a room attendant was just a simply job because it require

physical and mental strength.

Week 6 (Dec 15 Dec 21)

My sixth week at the Riviera Mansion Hotel I also did

sweeping, dusting, bedding and for the first time do learn how to

clean the bathroom though Im not use to it. I am force to do

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better because Im scared that my assigned traitor might mad at

me.

Week 7 (Dec 22 Dec 28)

My seventh week at the Riviera Mansion Hotel like the several

weeks past I do beddings, sweeping, scrubbing sometimes we

put or pull out extra bed though it a routinary job now I still often

enjoy it especially with other practicumer tried to humor our

situation.

Week 8 (Dec 29 Jan 4)

My eight week at the Riviera Mansion Hotel I assigned at

the Office Administration. First Im nervous because its new to

me. And Im pressure because I want to do it better. We always

do filling and received a phone calls.

Week 9 (Jan 5 Jan 11)

My 9th week at the Riviera Mansion Hotel I also did filling

and receiving a phone calls. I learned a lot because this is not I

used to be. I enjoy my on the job training a lot.

Week 10 (Dec 12 Feb 18)

My 10th week at the Riviera Mansion Hotel I assigned again

at the housekeeping department like the several weeks past I do

sweeping, dusting and beddings. I start to enjoy and love what

8
Im doing I learned a lot at bed making, clean and bright without

any wrinkles.

Week 11 (Feb 26 March 07)

My last week at the Riviera Mansion Hotel it was a happy

and unhappy days because Im very close to the staff. I learn a

lot from them. But I am happy about my experience to work with

them and I am thankful to got this opportunity.

B. General Perception of the training

My Training in Riviera Mansion Hotel is in

Housekeeping Department. In my first day of training I was

assign to clean the room with my co-ojt and it was exciting

and eventually nervous. Exciting because actually its my first

time to clean up all the rooms in a hotel and nervous because

I dont know how to communicate with the guests. As day

goes by they teach me how to clean every single day. Now I

know how to clean the bathroom how to brush the bowl even

if its very dirty. The manager told me to tour the foreign

guests to their rooms and Im very nervous because its

English speaking then I tried my very best to entertain them

friendly and fluently and by the way all of them are cool and

very approachable. They teach me everyday on how to work

as a housekeeper and on how to make it simple.

9
 I have so much wonderful experience in this hotel and this

is the first time I experience this. I learned a lot especially to the

customer complaints that the hotel encounter.

I have also build self-confidence since we are always

dealing with a lot of different people in this field.

During the training I also made myself to be hospitable and

flexible since I have to deal with different people. This is a good

experience to see what awaits us when we graduate.

10
 Appendices
Picture in Action

Bedings
dusting
Cleanning the bathroom
Cleannig the window
Deluxe Room

Premier Room
Jr. Executive Room

Executive Room
Superior Suite

VIP Suite
Lobby sitting Area