HRM - 421 & 422 Practicum Report

At

COURTYARD BY MARRIOTT
Iloilo Business Park, Mandurriao,
Iloilo City, Philippines 5000

TRAINING PERIOD
June 2019 - October 2, 2019

In Partial Fulfillment of the Requirements for the Course

For a Degree In
Bachelor of Science in Hotel and Restaurant Management

Dr. Lucio C. Tan College of Hospitality Management

Central Philippine University
Jaro, Iloilo City
 SUBMITTED TO:

MA. MEDALLA P. BALIAO

Dean/HRM Practicum Adviser

SUBMITTED BY:

JASON Q. GAJITOS
BS HRM

SUBMITTED ON:

October 7, 2019

ACKNOWLEDGEMENT

CHAPTER I: Company Profile

History of the Hotel

Philosophy, Mission and Vision
Organizational Chart
Job Description
Standard Operating Procedures
Work Atmosphere
CHAPTER II: Practicum Assignment/Schedule
CHAPTER III: Recommendations to Improve the Operations of the Company
CHAPTER IV: Conclusion, Learning, Relevance of the Program
CHAPTER V: Appendices

Objectives of the Practicum

Learning Experiences / Weekly Report
Improvements of the Practicum Training Program

APPENDICES

APPENDIX A - Daily Time Record (DTR) / Log-in and Log-out Record

APPENDIX B - Final Permit
APPENDIX C - Performance Evaluation Reports
APPENDIX D - Certificate of Completion
APPENDIX E - Documentation (Pictures taken while on duty)
 ACKNOWLEDGEMENT

To all my friends and classmates, I wanted to humbly say, thank you for the
support and presence you give through my ups and downs.

I wanted to thank the CHM Family for the non-stop effort and the
inspiration to help me keep motivated in the industry were in. Thank you for
guiding me to be here in the real world of Hospitality Industry. I salute to you all.

For my family, the sacrifices you do for me to reach this milestone. The
sleepless efforts you give just to support me in different ways. The unconditional
love that you always gave. I thank you for being there for me no matter what. I
know I made you proud of what I achieve today and I know, I wouldn’t let you
down and achieve more than this someday.

To my coworkers at Courtyard at Marriott, thank you for the guidance of

every task that I accomplish during my days with the company. The knowledge
you share with me everyday. The acceptance of being part of this wonderful
organization. This relationship we had that I will treasure. The hard work you
showed to me that makes me more interested in the industry. The exposure of
every given task. The housekeeping team for sharing the blessings and advises.
The laundry team for the non-stop laughter and lessons. Someday we will cross
this path again and we will all meet there.
 And last but not the least, our ever forgiving God. Thank you for the life
experiences and opportunities that you haven’t failed to give. The guidance in
everyday life. The life I live right now is yours but the chance to be myself with
you watching over me is a gift that no one can ever give. The times I am down
and your presence is always felt around me and gives me strength to move on
and be thankful of what I have. Thank you!

JASON GAJITOS
BS HRM

CHAPTER I:
COMPANY PROFILE

HISTORY OF MARRIOTT

In the early In the early 1980’s Marriott was having trouble finding locations
suitable for their parent brand Marriott. The company decided to create a new
brand to attract customers who were not satisfied with their current selection.
Courtyard was created to target frequent business travelers and pleasure travelers.
The brand focused on smaller properties in lower demand areas. The chain grew
from three test sites in 1983 to over 90 holes in 1987.
 In 2007, Marriott started its Refreshing Business Initiative to renovate the
Courtyard properties to better target business travelers based on consumers needs.
Renovations included a redesigned lobby, a bar with longer service hours allowing
guests to be more social, and an increased revenue.

COURTYARD BY MARRIOTT

Is a brand of hotels owned by Marriott International. They are mid-priced range

rooms have desks, couches, and free Internet access. The majority of locations have
a bistro which sell fresh cooked and prepared breakfast (not complimentary),
appetizers, sandwiched, and more.

As you arrive in the Philippines, Courtyard Iloilo welcomes you with spacious
rooms, excellent service and an ideal location in Iloilo City. The first International
hotel in Iloilo. Guests can relax in bright, airy rooms outfitted with contemporary
furnishings. Every room offers deluxe bedding, flat-panel TVs, large windows, ample
desks and Wi-Fi, the fastest in the city. Concierge Lounge rooms and suites and
amenities like complimentary hors d’oeuvres and desserts. Indulge in the all-day
buffet or a la carte options at our Runway Kitchen or sample light bites at our lobby
or poolside bars. Our hotel also features a pool, modern gym and convenient airport
shuttle. If you are planning an event in Iloilo City, you will appreciate our more than
6,000 square feet of versatile event venues. The upscale property positions guests a
short walk from the Iloilo Convention Center or Festive Walk Mall and minutes from
SM City and Jaro Cathedral.

PHILOSPHY
 Our core values make us who we are. As we change and grow, the beliefs that
are most important to us stay the same - putting people first, pursuing excellence,
embracing change, acting with integrity and serving our world.

MISSION

To enhance the lives of our customers by creating and enabling unsurpassed

vacation and leisure experience.

VISION

To become premiere provider and facilitator of leisure & vacation experience in

the world.

ORGANIZATIONAL CHART
JOB DESCRIPTION OF PRACTICUM STUDENT

HOUSEKEEPING DPARTMENT

 Vacuum Hallways
 Wash used dental and highball glasses from guest’s rooms
 Strip used linens and make-up bed sheets
 Wash down guest’s room bathroom
 Sweep and dust guest’s rooms
 Deliver guest request
 Keeping the pantry clean

LAUNDRY DEPARTMENT

 Collect soiled linens and towels from pantries

 Iron linens through flat work iron
 Fold linens and towels
 Hanging clean bathrobes
 Operate the Dryer

STANDARD OPERATING PROCEDURES

HOUSEKEEPING DEPARTMENT

1. CHECK ROOM STATUS - If the guest is still in their room, check do not disturb or
make up room signs. If DND sign is lit, move on to the next room. If Make up
room sign is lit, apply procedure number 2. If the guest already left their room,
follow procedure number 2.
2. RING DOOR BELLS - Ring door bell for three times with a pause in between every
ring. As you ring the bell, announce your department and purpose (example:
*ring* Housekeeping, make up room service). Pause for a while and listen
carefully if the guest responds. After 3 tries and no response from the guest,
apply standard knock and enter the room. If the guest is inside and asleep, leave
the room. If the guest is present and didn’t respond to you, ask for apologies. If
the guest already left, start SOP.
3. OPEN UP - Turning all the lights and open window curtains
4. DISINFECT TOILET BOWL - Flush first the toilet and apply chemicals appropriate
for toilet bowl cleaning.
5. TRASH OUT - Collect all trash. While you are roaming around the room looking
for scattered garbage, check every drawers for missing item to be replaced to
save time and effort. If a drawer miss an item, keep it open for you to remember
later of what is missing.
6. STRIP - Strip off soiled linens and towels.
7. PREPARE THE BED - Double check the bed for any stains. (Mattress topper and
mattress protector). If none, proceed preparing the bed. Make sure it is tight
and well tucked.
8. WASH - Wash electric kettle, glasses.
9. CLEAN BATH & TOILET ROOM - Wash the bath area thoroughly. Apply
disinfectants and chemicals appropriate for bathroom cleaning. Use dry and
clean rags in drying. Do not use guest room towels!
10. REPLENISH - Replenish amenities and towels for bath & toilet room. Also in the
mini bar and bed room amenities.
11. DUSTING AND POLISHING - Dust the whole room with slightly wet rags. Polish
furniture along the way.
12. MOP & VACUUM - Mop the floor using a dust mop. Vacuum every corners of the
room and under the bed.
13. DO A FINAL CHECK - Double check everything.
14. CALL HOUSEKEEPING CLERK - Call housekeeping clerk to report the room is clean
and ready to be inspected by the floor supervisor
15. APPLY AIR FRESH - Before leaving the room, freshen up the room by applying air
freshener. Don’t forget about the curtains to be closed and turn off the air
condition before leaving.

LAUNDRY DEPARTMENT

1. SORT - Sort every item according to their label. Linens, bath towels, pool towels,
table napkins, etc.
2. LOAD - Load up items into the machine
3. DRY - Dry all towels in to the Drying machine. Note: linens are meant not to be dry
in the drying machine to avoid damage. Instead, linens are being flopped and load it
in to a flat work iron machine.
4. FOLD/HANG - Fold dry towels and linens. Hang up bathrobes, garments and
uniforms.
5. DISTRIBUTE - Distribute towels, linens and bathrobes in every pantry for easier
pick up. Table napkins, pool towels and other F&B items will be stored in the storage
and will be picked up by their representative. For guest laundry service, a laundry
representative is assigned to deliver their items in its respective rooms.
WORK ATMOSPHERE

Being an intern in Courtyard by Marriott is educational and fun. They treat you
as their own employee which is good. My colleagues are non-toxic human beings
and fun to be around. We can do our jobs well together. My supervisors is always
there when I need them. They teach me their strategies on how to do a task more
successful and time-saving. Courtyard by Marriott is located in the business center of
Iloilo City, the Iloilo Business Park. It is one of the beautiful townships of the
Philippines. It has a strategic location where Iloilo Convention Center (ICON) is
located beside the establishment. A walking distance to a nearby mall, the Festive
Walk Mall and other office buildings. The area is packed with a lot of Restaurants,
Bistros, Cafes and other lifestyle shops. The people in the company and it’s location
are well-balanced and that makes Courtyard by Marriott Iloilo so uniquely great.
 CHAPTER II: Practicum Assignment / Schedule

PRACTICUM ASSIGNMENT

HOUSEKEEPING DEPARTMENT
 My everyday task is to wash the glasses in every pantry every time I start my
shift. After that, my supervisor will give me a task depending in the situation. There
are times that they give me a special task like cleaning the hallways from 2 nd up to
15th floor. Sometimes I back up with other Room Attendant to assist them in cleaning
the room or even they will give me a load of 5-7 rooms to be cleaned by myself or
with a fellow OJT.

LAUNDRY DEPARTMENT

My everyday task at the start of my shift, I will pick up all soiled linen and towels
in every pantry floor to floor. After picking all up, I will sort them I the sorting area.
Then, I will proceed in assisting them to flop linens. Or assist in flat work. Before the
shift ends, I will be folding towels and linens and store them in the storage for them
to pick up or deliver.

PRACTICUM SCHEDULE

HOUSEKEEPING DEPARTMENT

My shift starts depending on the task has given to me a day before. But most of
the time my shift starts 9am - 5pm.

LAUNDRY DEPARTMENT

My shift starts at 11am - 7pm.

 CHAPTER III: Recommendations to Improve the Operations of the
Company

RECOMMENDATIONS