FILAMER CHRISTIAN UNIVERSITY

COLLEGE OF HOSPITALITY AND TOURISM MANAGEMENT

Roxas Avenue, Roxas City, Capiz
5800, Philippines

INTERNSHIP
NARATIVE REPORT

Submitted by:
Angel B. Dumot
BSTM-II

August 13, 2020

 Pasay City, Manila, Philippines

COMPANY VISION
To be preferred end-to-end supply chain, go-to-market, and sea travel company in the Philippines.

MISSION
To create for our customers by helping to grow their businesses through integrated and sociable supply chain
and retail solutions.
To provide fun-filled, comfortable, and safe sea travel throughout the Philippines.
To offer rewarding work and opportunities for our employees.To deliver competitive returns to our partners and
shareholders.
To be responsible corporate citizens who look after the environment while winning in business.
II. Learning Acquired
AREAS/DURATION/DUTIES AND Learning Description
RESPONSIBILITIES
Picture/s:  Knowledge:
The knowledge that I acquired while in training in
Front office, is it teaches me skills that could not learn
anywhere else. During the training learned to be thorough
and pay attention to details. It is important to always keep
your look presentable in front of the passengers/ guests.
It help me work well with other people and learn how to
deal with other people in different situation. I learned to
apply the task than has given to me and develop my social
abilities in way of gaining new friends and knowing
people in the work place.

 Skills:
Area: FRONT OFFICE The skills that I learned during the training is
Duration: 4 hours communication skills, managing my time and other
Duties and Responsibilities: people’s time. I learn to work as a team without focusing
entirely in myself, social skills, adaptability skills, being
The duties and responsibilities is to give accountable, responsible, and an active listener, and also I
customer server skills, primarily by greeting the learned to acquire social perceptiveness which is being
passengers/ guests and provides assistance to aware of others’ reaction and understanding why they
passengers/ guests during their stay, assist in the react as they do.
upgrading of accommodation and meals, accounts
and receives payments from guest for ticket  Attitude:
issuances. And also handle complaints and The attitude that I develop during the training is to
recommendation from valued passengers. maintain cheerful attitude and smiling face while dealing
with passengers/ guests. And also to have patience and
the ability to remain calm in stressful situations.

Picture/s:  Knowledge:
The knowledge I learned during the training in
Horizon Café, it teaches me to appreciate the value of
team work. It teaches me skills that are very essential to
life, such as multitasking, patience, and more. And if you
are into food service you need to be flexible with good
stamina and always maintain proper hygiene. I learned to
deal gracefully with difficult people and it help me found
empathy for food service and retail workers, as they are
going the same thing. Patience is a virtue, and one you
will develop highly when you work in a food service
industry. It thought me a good learning experience that I
know I’ll able to use at home and one good example is
Area: F&B (Horizon Café) the importance of good customer service. It’s not all
Duration: 4 hours about greeting the guest, lead them in their seat and serve
Duties and Responsibilities: them good food but it’s about how you deal with your
customers and how you serve them well.
The duties and responsibilities during our
training is to apply customer service skills.
Providing assistance in receiving and serving  Skills:
process food. To take guest order and serve the The skills that I learned during our training is I
guest orders, then buss out dishes. Cleaning and learned to work as a team without focusing entirely in
organizing work areas, equipment, utensils, and myself, a good communication skills, working under
service station. And lastly complying with pressure, multitasking, paying attention to details, being
relevant, safety, hygiene and service standards and flexible and to have patience.
procedures.
 Attitude:
The attitude is almost more important than hard skills
in many jobs. And what I develop during the training it to
be patient and positive, always willing to learn, help and
teach others if necessary.

Picture/s:  Knowledge:
The knowledge I learned during the training in Island
Fiesta, is it teaches me to appreciate the value of team
work. It teaches me skills that are very essential to life,
such as multitasking, patience, and more. And if you are
into food service you need to be flexible with good
stamina and always maintain proper hygiene. I learned to
deal gracefully with difficult people and it help me found
empathy for food service and retail workers, as they are
going the same thing. Patience is a virtue, and one you
will develop highly when you work in a food service
industry. It thought me a good learning experience that I
know I’ll able to use at home and one good example is
the importance of good customer service. It’s not all
about greeting the guest, lead them in their seat and serve
Area: F&B (Island Fiesta) them good food but it’s about how you deal with your
Duration: 4 hours customers and how you serve them well.
Duties and Responsibilities:
 Skills:
The duties and responsibilities during our The skills that I learned during our training is I
training is to apply customer service skills. learned to work as a team without focusing entirely in
Providing assistance in receiving and serving myself, a good communication skills, working under
process food. To take guest orders and buss out pressure, multitasking, paying attention to details, being
dishes. We do also Upselling and performing flexible and to have patience.
suggestive selling. And Cleaning and organizing
work areas, equipment, utensils, and service  Attitude:
station. And lastly complying with relevant, The attitude is almost more important than hard skills
safety, hygiene and service standards and in many jobs. And what I develop during the training it to
procedures. be patient and positive, always willing to learn, help and
teach others if necessary.
Picture/s:  Knowledge:
In housekeeping I learned that the real challenge in
life comes outside the school and start working to earn
money. How hardworking the people in this industry,
especially the housekeeping department who keeps
everything neat, clean and organize things. And also the
importance of having a good working relationship with
your co-workers. Learn to give and take and help one
another. And lastly, I learned that you have to work hard
and do your best to do your task because at the end of the
day your hardship will be paid off. And honesty is the
most important skill that every housekeeper should keep
Area: HOUSEKEEPING (Super Value in mind.
Accommodation)
Duration: 4 hours  Skills:
Duties and Responsibilities: The skills that I learned during our training is to be
honest, to pay attention to details, initiative and hard
The duties and responsibilities is to apply work, being adaptable and flexible, an active listener,
customer service skills, handling of guest check- multitasking, punctuality and patience.
in, clean the hallway area and public comfort
room and also handle guest request and inquiries.  Attitude:
The attitude I develop while in training under the
housekeeping department is to continue to thrives on
challenges, bring consistent energy to work each day,
work well as a part of a team, always open for criticism
and make honest self-assessments and lastly has the
desire to continue improving and expanding my skillset.

Picture/s:  Knowledge:
In housekeeping I learned that the real challenge in
life comes outside the school and start working to earn
money. How hardworking the people in this industry,
especially the housekeeping department who keeps
everything neat, clean and organize things. And also the
importance of having a good working relationship with
your co-workers. Learn to give and take and help one
another. And lastly, I learned that you have to work hard
and do your best to do your task because at the end of the
day your hardship will be paid off. And honesty is the
most important skill that every housekeeper should keep
in mind.

Area: HOUSEKEEPING (Mega Value  Skills:

Accommodation) The skills that I learned during our training is to be
Duration: 4 hours honest, to pay attention to details, initiative and hard
Duties and Responsibilities: work, being adaptable and flexible, an active listener,
multitasking, punctuality and patience.
The duties and responsibilities is to apply
customer service skills, handling of guest check-  Attitude:
in, clean the hallway area and public comfort The attitude I develop while in training under the
room and also handle guest request and inquiries. housekeeping department is to continue to thrives on
challenges, bring consistent energy to work each day,
 work well as a part of a team, always open for criticism
and make honest self-assessments and lastly has the
desire to continue improving and expanding my skillset..

Picture/s:  Knowledge:
In housekeeping I learned that the real challenge in
life comes outside the school and start working to earn
money. How hardworking the people in this industry,
especially the housekeeping department who keeps
everything neat, clean and organize things. And also the
importance of having a good working relationship with
your co-workers. Learn to give and take and help one
another. And lastly, I learned that you have to work hard
and do your best to do your task because at the end of the
Area: day your hardship will be paid off. And honesty is the
HOUSEKEEPING most important skill that every housekeeper should keep
(First Class Accommodation) in mind.
Duration: 4 hours
Duties and Responsibilities:  Skills:
The skills that I learned during our training is to be
The duties and responsibilities is to apply honest, to pay attention to details, initiative and hard
customer service skills, handling of guest check- work, being adaptable and flexible, an active listener,
in, clean the hallway area and public comfort multitasking, punctuality and patience.
room and also handle guest request and inquiries
and perform bed making.  Attitude:
The attitude I develop while in training under the
housekeeping department is to continue to thrives on
challenges, bring consistent energy to work each day,
work well as a part of a team, always open for criticism
and make honest self-assessments and lastly has the
desire to continue improving and expanding my skillset.
 15 Escriva Dr, Ortigas Business District, Pasig,
1600 Metro Manila, Philippines

COMPANY VISION
Exceptional Experiences
Phenomenal Careers
Uncompromising Passion for Hospitality
MISSION
We, the team of Astoria Hotels and Resorts is committed to:
Provide excellent service, ensuring customer satisfaction and loyalty

Maximize resources and manage costs, ensuring profitability and increased shareholders’ value;
Improve employees’ welfare and growth ensuring high morale thru emphasis on professionalism, honesty,
loyalty, fairness and reliability and by actively listening to our guests, shareholders and to one another.

II. Learning Acquired

AREAS/DURATION/DUTIES AND Learning Description
RESPONSIBILITIES
Picture/s  Knowledge:
The training of being Front Office is one way to
prepare me to be ready on the real world of work,
exposing me to the possibilities and letting me
experience how it feels when working. Because during
the training in Astoria Plaza Hotel as a Front Office,
we are really able to experience the things they
actually do, we manage to assist our guest, handling
files and records of the guest and also welcoming the
guests upon their arrival and assign rooms. I learned to
be thorough and pay attention to details. It help me to
develop my skills and meeting quality standards for
services, and evaluation of customer satisfaction. It is
Area: FRONT OFFICE important to always keep your look presentable in
Duration: 8 hours per day (2 Days) front of the guests. And also It help me work well with
Duties & Responsibilities: other people and learn how to deal with other people
in different situation.
The duties and responsibilities is to give
customer server skills, primarily by greeting the  Skills:
guests and provides assistance to guests during their The skills that I learned during the training is
stay, organize and maintain files and records, communication skills, managing my time and other
informing the guests about payment methods, people’s time. I learn to work as a team without
providing information about rooms, rates and focusing entirely in myself, social skills, adaptability
amenities. Responding to clients’ complaints in a skills, being accountable, responsible, and an active
timely and professional manner and upselling listener, and also I learned to acquire social
additional facilities and services. perceptiveness which is being aware of others’
 reaction and understanding why they react as they do.

 Attitude:
The attitude that I develop during the training is
to maintain cheerful attitude and smiling face while
dealing with guests. And also to have patience and the
ability to remain calm in stressful situations.

Mia Road cor P. Mayuga Street, Paranaque,

1701 Metro Manila, Philippines

COMPANY VISION
We are the aviation training organization of choice in the region, offering products and services that are assured
of the highest quality and safety at the most competitive price, worked with utmost dedication and competence
in an atmosphere unmatched in customer service.
MISSION
We provide our customer the timely delivery of cost-competitive technical services following the strictest
standards in quality and safety not only in technique but in the use and choice of tools and equipment.
We commit to take care of our employees in their needs and provide opportunities for growth in a fulfilling
career that would develop them to become empowered individuals who are highly-qualified, proud, healthy, and
happy.
We work to provide our stockholders with healthy returns on their investments and pursue growth plans by
continuously improving operational efficiency.
We pursue contributing to the continuous development and growth of the local aviation industry.
We also commit too environment-friendly practices in our operations.
II. Learning Acquired
AREAS/DURATION/DUTIES AND Learning Description
RESPONSIBILITIES
 Picture/s:  Knowledge:
The Flight Steward training is one of my favourite
training we had, because it made as all feel on how to
be a Flight Steward even just for a day. During the
training I learned to acquire skills that I should have if
I wanted this career in the future. I learned to have
perseverance, courage, self-control and more. And also
during the training I learned emergency procedures,
flight rules and duties of a flight steward. I also
learned the flight procedures and customer service.
And most importantly I learned that being a flight
steward involves more than just serving food or
beverage. Whiles it true that flight stewards tend to the
Area: FLIGHT comfort of their passengers, but there’s much more to
STEWARDING this career from what I imagine during the training.
Duration: 12 hours During the training I realized that if you wanted this
Duties & Responsibilities: career you have to take what it’s takes to be a flight
steward, you need excellent communication skills
The duties and responsibilities during the because you will spend a lot of time interacting with
training is to learn the proper posture, skills, people, a great customer service, problem-solving
emergency procedure and provide personal services skills, good-listening skills because it will allow you to
to ensure the safety, security and comfort of airline understand and meet customer’s needs. And I know
passengers during flight training. Greet passengers, that this training help us a lot to prepare ourselves to
explain use of safety equipment, and serve food or be ready for our chosen career in the future.
beverages.
 Skills:
The skills that I learned to acquire during the
training is being calm under pressure and stressful
situation, having more confidence, multi-tasking,
communication skills, perseverance, observant,
communication skills and good listening skills.

 Attitude:
The attitude that I develop during the training is
being a positive thinker, patient and always willing to
learn and grow, and also to always maintain a cheerful
attitude.

III. Training Certificates