Narrative Report

Download as docx, pdf, or txt
Download as docx, pdf, or txt
You are on page 1of 23

BICOL MERCHANT MARINE COLLEGE INC.

Piot, Sorsogon City

NARRATIVE REPORT ON THE JOB TRAINING


UNDERTAKEN AT THE HOTEL ST. ELLIS LEGASPI CITY

A REPORT SUBMITTED TO THE DEPARTMENT HEAD OF HOTEL AND


RESTAURANT MANAGEMENT OF BICOL MERCHANT MARINE COLLEGE
INC.

PRAPARED AND SUBMITTED BY ABEGAIL O. GUARIN IN PARTIAL


FULFILLMENT OF THE REQUIREMENT FOR THE BACHELOR OF SCIENCE
IN HOTEL AND RESTAURANT MANAGEMENT

ACKNOWLEDGEMENT

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

BIBLIOGRAPHICAL SKETCH

HOTEL ST. ELLIS | http://hotelstellis.com.ph


Rizal Street, Legaspi City, Albay Philippines 4500
Tel: (+63 52) 480 8088
Fax :( +63 52) 480 1800
Mobile: (+63 939) 917.0507
(+63 939) 559.1917
Email: reservations@hotelstellis.com.ph

HOTEL EMPLOYEE

ASSISTANT MANAGER Lucy Rose Armero


HR OFFICER Camira Lofamia
HOUSEKEEPING SUPERVISOR Elizabeth Ostan
FOOD & BEVERAGE SUPERVISOR Rea C. Albao
PASTRY HEAD CHEF Chef Roderick Paradela
KITCHEN HEAD CHEF Chef Benjo Civanes

MISSION

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

VISSION

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

TRAINING PROGRAM

6:00 am 3:00 pm / 8:00 am 5:00 pm

TIME TABLE:

AREAS OF TRAINING: Food and Beverage Department, Housekeeping


Department, Kitchen & Pastry

FUNCTION AND DUTIES OF EMPLOYEE

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

Assistant Executive Housekeeper


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

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

FOOD & BEVERAGE PERSONEL

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

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

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

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

KITCHEN CHEF

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

DAILY ROUTINARY ACTIVITIES

DOCUMENTATION

FOOD AND BEVERAGE DEPARTMENT


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

complaints but I learned that when it comes to guest complaint you shouldnt just
cry instead you have to entertain complaints nicely, you have to show the guest
and make them feel that you care willing to served and fix the problem. And of
course I also encountered positive comments and experiences. I actually have
regular customers who always order coffee and he always give some tip. Praised
by customers by the way I served them and complemented by some because of
visual aspects.
I really love the food and beverage department, I really enjoy working with
my co-trainee same as the staff in the hotel, and they trained me very well. And
that experience help me a lot to become better hotelier and restaurateur
someday, and those days are really unforgettable.

HOUSEKEEPING DEPARTMENT

During that day as a housekeeping attendant I was really nervous because


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

KITCHEN DEPARTMENT

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

SELF ASSESTMENT

I learned that on-the-job training is not just a subject to be passed or a


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

EQUIPMENT, MACHINERY, TESTING, APPARATUS, I HANDLED

HOUSEKEEPING DEPARTMENT

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

FOOD AND BEVERAGE DEPARTMENT

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

KITCHEN & PASTRY

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

ATTENDANCE AND PUNCTUALITY


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

responsibility, either

personally or through a close relative, to ensure proper notification is given to the


supervisor. Asking another employee or friend to give this notification is
improper, except under emergency conditions. Absence without notice for three
consecutive days is considered job abandonment and grounds for immediate
termination.

Punctuality and

regular

attendance

are

important

for

job

advancement and retention. We should always remember that attendance and


punctuality are very important in maintaining a normal workload and efficient
schedule especially to us a trainee.

ON-THE-JOB TRANING PICTURES

FOOD & BEVERAGE DEPARTMENT

KITCHEN & PASTRY DEPARTMENT

HOUSEKEEPING DEPARTMENT

You might also like