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On-the-Job Report

A Terminal Requirement for THM Practicum Presented to the Faculty


Of College of Business and Accountancy
Holy Name University
Tagbilaran City

by

Kimjoy S. Auxtero

March 2017
ACCEPTANCE SHEET

This ON-The-JOB TRAINING REPORT prepared and submitted by Kimjoy


S. Auxtero, is hereby accepted as a terminal requirement for the degree of
Bachelor of Science in Tourism Management.

MA. MARIA REBECCA S. CALIAO


Practicum Adviser

MRS. LUTGARDA P. CAEDO, MBA


Department Chairman

March 2017
TABLE OF CONTENTS

COVER PAGE i

ACCEPTANCE SHEET ii

TABLE OF CONTENTS .. iii

PART 1 ON-THE-JOB TRAINING

Company Logo 1

Introduction .. 2

Learnings . 3

Experiences .

Suggestions .

Certificate of Completion

Recommendation

Pictures .

Evaluation .

PART 2
INTRODUCTION

Last 25th of November 2012, The Bellevue Hotels & Resorts (BH&R) made

a historic landmark to the province of Bohol as it opened their first luxurious five

star resort situated along the peaceful shores of Panglao Island near end of

barangay Doljo, The Bellevue Resort takes you away from the busy lifestyle of the

city to give you a most desired break from reality. The greatest part of it is, all of

the lavish experience you get at The Bellevue in Bohol go beyond the value of

what you are paying for.

As one of the leading five-star resorts in the Philippines, The Bellevue Bohol

is a much preferred destination both by local and international travelers alike. It

also takes pride in being a resort so environment-friendly, the resort won the

ASEAN Green Hotel Award. The remarkable staff at The Bellevue Bohol practices

environmental-friendly principles and adopts energy conservation measures to

achieve sustainable tourism. The criteria of being awarded as an ASEAN Green

Hotel include energy efficiency, water efficiency, air quality management indoor

and outdoor, and other hotel policies that preserve the beauty of Mother Earth.

The Bellevue Resort captures the discerning taste of locals and travelers

alike. The resort boasts its 3.5 hectare property with its impressive and spacious

158 well-appointed deluxe rooms and suites mostly fronting the exclusive 250-

meter sugary white sand beach. With amenities and recreational facilities like

childrens play area, gym, spa, archery, aqua sports activities, an infinity pool

overlooking the breathtaking view of Doljo beach with dive pool plus two multi-
cuisines dining venues, Lamian World Cuisine and Marea Al Fresco. You can

indulge all your senses in the culinary delights of Lamian, it presents tempting

traditional Filipino and International fare using the ingredients the region has to

offer. Indoor and outdoor dining is provided in this welcoming yet sophisticated

space. In the other hand, Marea Al Fresco is perched on a spectacular seaside

beach front. Being the resorts seafood restaurant, patrons will be delighted with a

wide selection of international wines and crafted signature cocktails, Marea offers

the perfect spot to hangout by the pool. The restaurant also offers Chinese

selective.

The rooms and suites cater from single to multiple occupants depending on

the room category. Each room features a bathroom with bathtub, rooms have

access to the balcony on the upper floors and to the garden on the ground floor.

Room categories are the Deluxe Room, Deluxe Room Ocean View, Deluxe

Handicapped, Junior Suite, Bellevue Suites, Premier Suites, Chairman Suites and

the Presidential Suite. Staying in one of the resorts 158 guestrooms, guest can

expect five-star essentials including bathroom with a bathtub, as well as balcony.

Ask for the honeymoon special and you get a tub filled with flowers, with candles

and the works for a romantic evening with your loved one.

Meanwhile, will never be the same at the Chairmans Suite, the highest suite

in the resort. Those who book this room are isolated from the rest of the resort

since it has its own secret staircase. Another perk is that the suite enjoys a wrap-

around balcony with a 360 degree view of the whole Panglao Island that will surely

send the neurons firing. All rooms are equipped with voltage sockets (220V) and
multi-pin sockets for standard electrical appliances. Additional adapters,

transformers or extension wires can be made available.

Corporate agenda can also be held in this luxurious ambience at The

Bellevue Pavilion. Conduct meetings and team buildings in a professionally set up

location within the area of the Bellevue Bohol. For a more relaxed meeting, there

is the open-air Cena Ocean view function room that sits on top of the Marea Al

Fresco restaurant.

In front of their Pavilion Tent is the Bellevue Mission Center. It started when

Mr. Johnny Chan saw what we were doing in Paranaque, and he wanted to put up

this center in Panglao to help the community, said Emmanuel Gamonez of

Worldwide Familia Mission, Inc., who heads the Bellevue Mission Center. The

resorts STEPS program, which stands for Specialized Training and Education for

Progressive Students, provide supplementary education to the children of the

barangays local families, such as a computerized program run by Teacher Stefan

that teaches reading via phonics to children. Another interesting part of the mission

center is the Bellevue Greenhouse. Bohol has a sandy terroir and is more known

for fishery rather that agriculture, but with the help of technology, Gamonez has

managed to produce organically grown crops including arugula, eggplants, squash,

as well as various herbs like fennel, dill, and coriander, which the Bellevue Bohol

Resort uses. Some of its produce, like the herbs, have also been sold to hotels

and restaurants in the island. The garden aims to not only gain income to support

the Mission Center, as well as to create jobs for locals in the community.
Having a vacation at The Bellevue Bohol in Panglao allows you take part in

exciting activities inside the resort and beyond its walls. Making sure that you get

your much deserved time to unwind, this Bohol accommodation builds up your

adobe with the conveniences needed for an outstanding stay. At the end of the

adrenaline-driven day, rest in tranquility as you lie down on soothing mattresses

and soft pillows that guarantee a serene nights sleep.

The standard check-in time is at 3 pm and the standard check-out time is at

12 noon. If the guest wish to check out late, they may contact the Guest Services

in advance so they may inform the gust of the availability.


LEARNINGS

Vision

To be one of the preferred five-star resort destination of luxury and serenity in the

Philippines. Providing our local and international guest and associates with unique

Filipino hospitality and culture, thus, creating an ultimately delightful and

memorable experience of happiness, togetherness and wellness.

Mission

To provide the best luxury experience to our valued guest, whilst maintaining our

position as one of the leading five-star resort hotel in the Philippines. To constantly

strive and innovate our practices, delivering impeccable and gracious Boholano

way of service.

Our Corporate Values

We integrate traditional FILIPINO CULTURE by focusing on Family values

of warmth, sincerity, optimism, and loyalty.

We remain our INTEGRITY by being ethical and consistently delivering

what we promise.

We ANTICIPATE customer needs by being dynamic and innovate to

improve systems, services, technology, and profitability.

We SUSTAIN the companys growth by utilizing our resources effectively.

We involve ourselves in the improvement of the environment just as we will

be responsible members of the society.


We provide results by sharing responsibility, accountability, and recognition

through the spirit of TEAMWORK.

As an On-the-Job trainee of the resort I completed 1000 hours. I spent my hours

working from different departments, the Front Office Department, Housekeeping

Department, Recreation Department and the Food and Beverage Department. In

every departments I learned the standards practiced by the resort.

Front Office Department

FRONT OFFICE MANAGER: is the in charge of the Front Office Department who

allocates the available resources (men, machine, materials & money) of the

department to achieve the organizational goals. The basic function of FOM is to

supervise all the Front Office personnel &to ensure the proper and smooth

operation of the department. FOM reports to the General Manager of the hotel.

Scope of job (Duties & Responsibilities):

1. Directs & coordinates the activities of the FO department.

2. Perform the function of a link between the management & front office

employees.

3. Perform budgeting function.

4. Plan the present & future need of resources.

5. Schedules the tasks of the front office employees.

RESERVATION ASSISTANT: he processes the reservation requests that reach

the hotel by any mode. He should possess great salesmanship skills by suggesting

higher room categories, &also selling other hotel services like spas, restaurants
etc. to the guest. As we know the reservation section generates the maximum

revenue for the hotel, so reservation assistant should understand, anticipate, &

influence consumer behavior in order to maximize the profits.

Scope of job (Duties & Responsibilities):

1. To receive & process the reservation requests of future guests.

2. To maintain reservation records by completing reservation forms, sending

reservation confirmation letters etc.

3. To process reservations from sales offices, other departments of the hotel,

travel agents, tour operators etc.

4. To communicate the reservation information to the reception.

5. To prepare expected arrival & expected departure list every day.

RECEPTIONIST/ LOBBY AMBASSADOR: is the first person to come in contact

with the guest at the time of their arrival. The basic function of a receptionist is to

receive guests and answer their queries.

Scope of job (Duties & Responsibilities):

1. Greet the guest on their arrival.

2. Politely confirm the details of guests with confirmed reservation.

3. Complete the registration formalities of the guest with confirmed

reservations.

4. Check the availability of rooms in case of walk-ins.

5. Assign rooms & call the bell boy to escort guests to their rooms.
Housekeeping Department

This is what gives hotels the wow factor. Its the moment that guests walk into the

hotel and are impressed, then enter their bedrooms and think Wow, this looks

wonderful. Freshly laundered linen, fluffy towels and a welcoming atmosphere, its

all about creating a big impression and exceeding expectations. If you have high

standards, get the lowdown on career opportunities here.

EXECUTIVE HOUSEKEEPER: Reporting to the Rooms Division Manager, the

Executive Housekeeper contributes to guest comfort and ensures the daily

cleaning and tidying of all the hotel bedrooms and any public areas. He/she also

monitors the financial performance of the Housekeeping department operation and

the efficiency of the linen service.

Scope of job (Duties & Responsibilities):

1. To implement the consistent delivery of superior customer service through

the Customer Service Program.

2. To be fully aware of budgeted and actual departmental financial targets.

This to include revenue, stock levels, average spends and departmental

profits.

3. To ensure efficient stores procedures, ensuring cleaning materials and

guest supplies are adequate and stock levels in accordance with hotel

business.

4. To positively approach sales opportunities in order to maximize hotels

revenue and exceed budgeted targets.


5. To lead and create a team environment which promotes good employee

morale and ensures a high level of commitment and pride in the hotel.

HOUSEKEEPING TEAM MEMBER: To be responsible for cleaning and tidying the

hotel bedrooms. In doing so, they must:

Do the domestic work required, including changing the bedclothes and

cleaning and replenishing the bathroom

Check the general condition of the room and notify the Assistant

Housekeeper of any malfunction or damage

Scope of job (Duties & Responsibilities):

1. To be responsible for the linen and equipment supplied for his or her use.

2.

3. To ensure that brand standards and procedures are applied.

LINEN PORTER: To be involved in:

Laundering

Maintaining the hotels stock of linen

Supplying and maintaining staff uniforms

Scope of job (Duties & Responsibilities):

1. To be responsible for the linen and equipment supplied for his or her use.

Recreation Department
RECREATION STAFFS: Conduct recreation activities with groups in public,

private, or volunteer agencies or recreation facilities. Organize and promote

activities, such as arts and crafts, sports, games, music, dance, movies and water

activities taking into account the needs and interests of individual members.

Scope of job (Duties & Responsibilities):

1. Enforce rules and regulations of recreational facilities in order to

maintain discipline and ensure safety.

2. Organize, lead, and promote interest in recreational activities such

as arts, crafts, sports, aqua sports, Zumba

3. Manage the daily operations of recreational facilities.

4. Administer first aid according to prescribed procedures, and notify

emergency medical personnel when necessary.

5. Ascertain and interpret group interests, evaluate equipment and

facilities, and adapt activities to meet participant needs.

Food and Beverage Department

FOOD & BEVERAGE MANAGER: To ensure service delivery at every point of sale

in the Food and Beverage Department. He or she therefore supervises and co-

ordinates the Food and Beverage Department.

Scope of job (Duties & Responsibilities):

1. To ensure that the customer promise is delivered and that customers are

satisfied within the framework of financial targets set.

2. To ensure that guests receive high quality service


3. To ensure that the applicable regulations are complied with

4. To be responsible for his or her own results

5. To optimize the supply chain and the use made of raw materials

WAITER/WAITRESS: To undertake the following tasks:

Arranging the dining room

Welcoming and serving Restaurant guest

Tidying the dining room after meal service

Scope of job (Duties & Responsibilities):

1. To ensure the guests receive high quality services and service provision

2. To ensure that health and safety and procedures are respected (especially

HACCP)

BARTENDER: The Bartender is tasked to:

Welcome and advise customers

Prepare and serve drinks and cocktails

Take responsibility for the organization of the bar

Charge customers for their drinks, accept the corresponding payments and

manage bar stocks and supplies

Scope of job (Duties & Responsibilities):

1. To ensure service and product quality


2. To ensure the continuity of the equipment supplied for his or her use

3. To look after customer billing and stock of cash

4. To ensure that the bar is clean properly equipped

5. To look after bar customers

EXPERIENCE

FRONT OFFICE DEPARTMENT

I act as one of the Lobby Ambassador of the resort. I learned the standard

way of handling the guest from the lobby to the reception area. I had the in-room

service where I assisted the guest to their room and explain inside the

complimentary of the resort. I did the luggage up and down. I already assisted

guest by the authorization of the Asst. Front Office Manager and by the help of the

Lobby Ambassador to tour them to every room up to the Chairman Suite where

the guest would really enjoy the 360 degree view of Panglao Island. I learned also

the standard way of answering calls from our in-house guest and respond to their

concerns. They teach us also how to do a room reservation, check-in and check-

out.

HOUSEKEEPING DEPARTMENT

I was partnered with a room attendant. He taught me the standard way of

cleaning the room, what should be the first thing and what the last thing Ill be doing.

He taught me on how to do bed making. I found it hard and heavy but then I got

used to it. I was also assigned at the Pavilion where I learned how to used water
vacuum to clean the floor mats. Everything was not that easy but I did not give up.

Sometimes I became a server when there was a function of 600 plus pax. But at

the end of the day I found myself smiling and happy for I had this privileged to work

and to encounter different people with different personalities.

RECREATION DEPARTMENT

I was assigned at the Play Area where I learned how to operate the PS3

and PS4. I also learned how to be more patient with the children most specially

those hard headed and the one who does not speak English. I learned also how

to used sign language just to let them understand. I once assisted guest to our

organic farm tour and archery alone with my knowledge. I am assigned to

encourage guest to join our daily activities such as bottom glass boat ride, archery,

just dace kids, zumba, yoga, aqua zumba and movie time. I was also assigned at

the life guard station providing guest their beach towels and sand toys for kids.

FOOD AND BEVERAGE DEPARTMENT

Before anything else, I polish cutleries first. Making sure that all cutleries

are safe for the guest to use. I learned to seat up cutleries at the table to be use

for buffet breakfast. Whenever there was a buffet dinner I was assigned to refill

water. Still I tried to served guest, having interaction with them like taking their

orders and telling the chef about it. Most of my time at the Food and Beverage was

spent for doing observation about the proper and standard way in dealing with the

guest regarding about their orders and foods they ordered and I believed through

my observation and experienced I learned a lot from it.


SUGGESTIONS

How can the establishment improve their operations?

To improve their operations establishment must hire more employees. For

what I observed when there were a large functions at the same time most of the

employees extended their working hours or double their duties just to assist the

guests and for me that was so tiring. There should be equality not just among the

employees but also to the ojts and I am taking about the time. They must also

prioritize their ojts in employment for they have already the knowledge about the

establishment compare to others.

How can we improve our practicum program?

For the improvement of the practicum program, there should be a

communication between the students in the establishment and the school or

perhaps a visit to the establishment we are working with.