ON-THE-JOB TRAINING REPORT AT

MAISON HOTEL AND RESTAURANT

Cauayan, Isabela

A Narrative Report

Presented to
the Faculty of the College of Business and Management
ISABELA STATE UNIVERSITY
Cauayan, Isabela

In the Partial Fulfillment of the Subject

HM 600-On-the-Job Training

YESSAMINE L. GALLIGUEZ

MARCH 2022
 APPROVAL SHEET

This narrative report titled “ON-THE-JOB TRAINING REPORT AT

MAISON HOTEL AND RESTAURANT” prepared by YESSAMINE L.
GALLIGUEZ , in partial fulfillment of the requirements for the course FM 421
(Internship) of the degree BACHELOR OF SCIENCE IN HOSPITALITY
MANAGEMENT is hereby submitted.

YESSAMINE L. GALLIGUEZ
____________________________________________________________________

Approved and accepted as partial fulfillment of the requirements for the course HM
421 (PRACTICUM) of the degree BACHELOR OF SCIENCE IN HOSPITALITY
MANAGEMENT.

________________________________________________
MA. EDEL LOURDES A. GALIZA, DHM
Program Chair, BSHM

________________________________________________
MANUELITO C. MACAILAO, CPA, CFE, Ph.D.
Dean-CBM
 ACKNOWLEDGMENT

Sincerely express my profound gratitude and appreciation to the following

individuals who helped and guided me during the course of my On-the-Job Training
and in making this Narrative Report.

First and foremost, to my loving family, especially to my parents Mr&Mrs.

Domingo Galliguez and Angela Galliguez, for always supporting me and for making
my college education possible;

To Manuelito Malicaocao, the Dean at the College of Business Management,

for her guidance to the BSHRM students;

To Mrs. MA. Edel Galiza, Program Chair of Bachelor of Science in Hotel and
Restaurant Management, for her encouragement, supervision, and motivation to do our
best to accomplish our objective in the training:

To my fellow OJT trainees and to the management and to staff of Maison Hotel
and Restaurant , for their kindness in nurturing us and for their warm hospitality:

To the BSHRM /CBM faculty, for all the support and pieces of advice that they
have given me;

To my friends, colleagues, and fellow trainees, for always making me smile and
for always guiding me; and

Above all to our Almighty, God who gave me strength and knowledge all the
time.

YESSAMINE L. GALLIGUEZ
 DEDICATION

Of all the efforts, trials and hardships during my On-the-Training, I

wholeheartedly dedicate this narrative report to my family and love ones.

To Isabela State University, Cauayan Campus and College of Arts and Sciences
as my foundation in building my skills.

To all my teachers especially to Ma’am Ma Edel Galiza, the OJT Coordinator,

to my friends and above all, to our God Almighty, I dedicate this worthy endeavor.

YESSAMINE L. GALLIGUEZ
 TABLE OF CONTENTS

CHAPTER PAGE

I. THE TRAINING PROGRAM……………………………………

A. Importance of the training………………………………
B. Objectives of the Training………………………………
C. Time and Place of the training……………………......
D. University Vision, Mission and Goals. ……………….

II. BRIEF HISTORY /BACKGROUND OF THE COMPANY PROFILE

A. History of the Agency/Office………………………………
B. Mission and Vision of the Company………………………
C. Facilities, Amenities and Services…………………………
D. Training Location
E. Organizational Structure……………………………………..

III. WEEKLY PROGRESS REPORT COMPILATION /OPERATIONAL

ASPECTS

IV. SUMMARY, CONCLUSION AND RECOMMENDATIONS

A. Summary and Conclusion………………………………………….
B. Recommendations…………………………………………………

APPENDICES

 Nomination of guidance/Advisory Committee……………………

 Endorsement Letter………………………………………………..
 Student’s Pledge……………………………………………………
 Waiver Form……………………………. ……………………….
 Training Schedule form……………………………………………
 Certificate of completion ………. …………………………………
 Daily Time Record………………………………. ……………….
 Time/Activity Management plan………. …………………………
 Assessment form………………………………..………………….
 Evaluation form…………………………………………………….
 Documentation ……………………………………………………
 Curriculum Vitae……………………………………………………
 CHAPTER I

The Practicum Training Program

As BSHM students and as a part of the curriculum, one of the requirements of

Bachelor of Science in Hospitality anagement college degree in our training that needs
hours to be completed.

This is one way of improving and developing our skills in the field of
Hospitality Management Training.

This Practicum Training is important and student should not only take the
opportunity for granted but should value every hour rendered during the training to
learn and experience the real work in the real world of Hotel Industry.

A. Importance of Practicum/Job Training

1. It is tool for applying, enriching and enhancing the acquired knowledge in their
particular filed endeavor.
2. A way of changing the students’ outlook in life through exposure in the
performance of actual work that may serve as a stepping stone for the future
life.
3. It develops interpersonal relationship with other employees within the agency
or office.

B. Objectives of Practicum/Job Training

1. To let the students feel and experience the actual world of work and a chance to
enhance the development of their skills in hospitality management.
2. To expose the students’ to the current trends and development in a particular
establishment.
3. To broaden the students practical experiences and their outlook to their line of
work to have

C. Duration and Place of Practicum / Job Training

The Practicum Training which started on March 21, 2022 and ended last June
10,2022 at Maison Hotel and Restaurant, for a training period of 600 hours duty
requirements

D. University Vision, Mission and Goals

University Vision

The Isabela State University as a leading, vibrant, comprehensive and

Research University in the country and the ASEAN region.

University Mission
 The Isabela State University is committed to develop highly trained and
globally competent professionals; generate innovative and cutting-edge knowledge and
technologies for people empowerment and sustainable development; engage in viable
resource generation program; and maintain and enhance stronger partnerships under
good governance to advance the interests of national and international communities.

University Goals

1. Instruction
Provision of tertiary and graduate education that meets the prescribed standards of
quality and excellence and caters to the needs and demands of all sectors while
bridging the gap between demand and supply of graduates, thus setting right the
unbalanced distribution of local and foreign manpower.

2. Research and Development (R&D)

Conducts researches to improve and improve professional and management
practices supportive to the promotion of quality and excellence, relevance and
responsiveness, effectiveness and efficiency, access and equity, in the various
curricular programs and other functions of the University and to promote countryside
development which commercialization of appropriate technologies and strategies for
sustainable development which are relevant and responsive to quality and excellence.

3. Extension and Training

Provides distinctive community extension services, delivers programs and
projects along with distinctive competencies that will procedure more vital changes
and impact.

4. Production
Generates income to support instructions, researches, extension programs,
projects and activities and sources outside funding including facilities and equipment
University allocation for the program

College Goals

The College of Business and Management aims to produce competent and

effective managers, bankers, entrepreneurs, hoteliers and restaurateurs who are
equipped with conceptual and human technical skills and well-versed in application of
business management principles, processes and strategies which are vital to succeed in
the dynamic and complex domestic and global business environment.

Department Objectives
Graduates of the program shall be able to:
1. Stage a function showcasing local and international cuisines complemented
by various management and financial principles and theories.
2. Acquire an acceptable level of performance appraisal in the hotel and
restaurant industry practice through practicum.
3. Conduct research and extension activities in the field of Hospitality
Management
4. Exhibit proficiency in oral and written communication and acquire basic
communication and interaction skills in foreign language for global
competitiveness.
5. Undertake tasks, functions, duties and activities in the operation of hotels
and restaurants in accordance with the competency standards.
6. Perform work activities effectively and efficiently to the standard expected
to the operation required in hospitality sector.
7. Work with a variety of technologies in accordance with the competency
standard to be locally and globally competitiveness.
8. Demonstrate the values of fairness, transparency, accountability, hard work,
honesty, patience, diligence and innovativeness and risk taking.

CHAPTER II

Brief History/Background of the Company

A. History of the Maison Hotel

The Maison Hotel story started as a dormitory in 2016 and now rising with our
first hotel located in the Ideal City of the North
 The name Maison encapsulates an ideal place to stay—family friendly hotel
where guests can rest comfortably in our spacious rooms with complete amenities, a
pleasant ambience, and outstanding service.
The hotel is surrounded by various establishments including hospitals,
drugstores, banks, government offices. Guests can also enjoy shopping at the mall
located near the hotel that is within grasp by taking a five-minute walk.
We are delighted that you have selected our hotel. On behalf of the entire
team, We extend you a very warm welcome and trust your stay with us will be both
enjoyable and comfortable.

B. Mission and Vision

Mission
To provide good service, qualiity, comfort, relaxing and unforgettable stay to all of our
guest.

Vision
A exceed guest’s expectations and to be well known Hotel n Region II.

C. Facilities, Amenities, and Services

 Guest rooms
 Premium Deluxe
 Deluxe Twin
 Premium Deluxe Twin
 Deluxe Family
 Executive Suite

 Dining Facilities
 Restaurant
PREMIUM DELUXE

TWIN BED
PREMIUM DELUXE TWIN
 EXECUTIVE SUITE

PREMIUM DELUXE TWIN

 YANG CHOW RESTAURANT

ROOM AMENITIES

Inclusive Room Amenities in each Hotel Mango Suites-Santiago City guest rooms
 Hairdryer
 Television with Cable
 Air Condition
 Hot and Cold Water
 Wi-Fi Access
 Telephone Service
Room Rates

Types of Room Rate per day

Premium Deluxe Php 1699
Deluxe twin Php 1949
Premium Delxe Twin Php 2199
Deluxe Family Php 2449
Executive Suites Php 1800
E. TRAINING LOCATION

MAISON HOTEL AND RESTAURANT

Cauayan City, Isabela
 F. ORGANIZATIONAL STRUCTURE

Maison Hotel

Yang Chow Restaurant

 Chapter III

Daily Progress Report Compilation/Operational Aspects

March 21 2022

I started my On-the-Job Training in Housekeeping Department. Since were are

new ones in housekeeping the Room Attendant Sir Dexter Labuguen conducts a
seminar regarding house rules, what are the doe’s and don’ts in housekeeping. How to
deal with costumers and many more. Sir Dexter showed us the Different Rooms and
Amenities of Maison Hotel.

March 23, 2022

Date Area of exposure Accomplishments/Activities

March 21,2022 Food and Beverage Placed cutleries, water goblets
Services and cups and saucers in the
drawer
 Marxh 21,2022 Housekeeping
I started my On-the-Job Training in
Housekeeping Department. Since were are new ones in housekeeping the Executive
Housekeeper Sir Doy Gacute conducts a seminar regarding house rules, what are the
doe's and don'ts in housekeeping. How to deal with costumers and many more. Sir Doy
showed us the Different Rooms and Amenities of Astoria Plaza.
July 10, 2018 Food and Beverage Swept and mopped the dining
Services area

July 11, 2018 Food and Beverage Washed the water goblet and
Services placed in the drawer
July 12, 2018 Food and Beverage Served coffees and breads to
Services the guest
July 13, 2018 Food and Beverage Washed and wiped the
Services silverwares
July 14, 2018 Food and Beverage Swept and mopped the dining
Services area. Served coffees and
breads to the guest
July 15, 2018 Food and Beverage Served and bussed out the
Services soiled plates in the function
hall. Washed and wiped the
silverware.
July 16, 2018 Rest day
July 17, 2018 Food and Beverage Washed and wiped the
Services utensils, placed in the drawers
and set up the function hall.
July 18, 2018 Food and Beverage Set up the utensils on the
Services tables, served foods and
beverages to the guest
July 19, 2018 Food and Beverage Washed and wiped the
Services utensils, placed in the
drawers.
July 20, 2018 Food and Beverage Swept and wiped the dining
Services area. Took orders and punch
in the computer system.
July 21, 2018 Food and Beverage Set up the tables for lunch and
Services dinner. Served foods and
beverages to guest room
July 22, 2018 Rest day
July 23, 2018 Kitchen Prepared chicken sandwiches,
platted the foods for
complimentary breakfast
July 24, 2018 Kitchen Washed and wiped the soiled
 plates and placed into drawer.
July 25, 2018 Kitchen Garnished the foods, toasted
breads and made club house
sandwiches
July 26, 2018 Kitchen Washed the soiled plates and
frying pan
July 27, 2018 Kitchen Washed and wiped the soiled
plates and placed into drawer.
July 28, 2018 Housekeeping laundered the bath mat and
swept and mopped the
hallway
July 29, 2018 Housekeeping Swept and mopped the lobby
and stairs
July 30, 2018 Rest day
July 31, 2018 Housekeeping Set up the room ,cleaned and
dried the comfort rooms,
swept and mopped the floor
August 1, 2018 Housekeeping Made up rooms, swept and
mopped the floor and set up
the beds and cleaned the
comfort room s
August 2, 2018 Housekeeping Folded the linens, pillow
cases and towels
August 3, 2018 Housekeeping Iron the pillow cases and
placed in the cabinet
August 4, 2018 Housekeeping Retouched the vacant rooms
and swept the hallways and
lobby
August 5, 2018 Housekeeping Set up the rooms and cleaned
the comfort rooms
August 6, 2018 Rest day
August 7, 2018 Housekeeping Swept the hallway and stairs
August 8, 2018 Housekeeping Folded the linens and set up
the make-up rooms
August 9, 2018 Housekeeping Retouched the vacant room
and swept the hallway and
lobby

OPERATIONAL ASPECT

DESCRIPTION OF AREA OF EXPOSURE

Housekeeping Department
 It is where the assigned personnel/attendant is responsible for the cleanliness of
the hotel establishment. It cleans all the area in the hotel. It also runs the laundry area.
It checks and inspects the facilities for any sign of deterioration or defect and report it
to the management for solution.

During my training, I was mainly exposed in the cleaning the guestrooms at the
hotel premises. I do the beddings, I dusted, swept and cleaned the rooms. I also
replenished room amenities.

Food and Beverage Service

This department is mainly responsible in providing food and beverage to the

guest inside the guest rooms or the function room.

I was exposed in the Dining Area and Function Rooms. I took orders from the
customer, served foods and bussed out soiled food. I also assisted the guest at their out
soiled food. I also assisted guest at their dining table.

Kitchen Department

Kitchen Department is responsible in preparing the food that the hotel served to
the guests and food being served in the restaurant operated by the hotel.

During my training, I was active inside the Kitchen Area. I assisted the Chef in
cooking and occasionally helped in the preparation of food for the guests.

2. Standard Operating Procedure

Food and Beverage Service

 Restaurant Area is cleaned and checked for cleanliness prior to service in
accordance with restaurant procedure.
 Customer facilities are checked and cleaned prior to service.
 Tables re set in accordance with enterprise standard, required timeframe and
special customer request.
 Appropriate standard and technique are correctly used.
 Any problems that are identified must be reported to appropriate person and
items not standard form must be removed from service area
 Menus and drinks are promptly presented to guests in accordance with
enterprise standard. Menus and drinks list are presented verbally, clear and
audible explanation are provided.
 Orders are taken promptly and accurately with minim al disruption to guests.
 Customer question on menu items are correctly and courteously answered.
 Ordering system are correctly operated according with restaurant procedure.
 Glassware and cutlery to accommodate meal choice are provided and adjusted
in accordance to guest preference.
 Any delay or deficiencies in service are promptly recognized and followed up
with the kitchen.
  Guest are advised and reassigned regarding delays. Food and beverage is
courteously served at the table in accordance with the standard and hygiene
requirement

Housekeeping

 Before reporting to the Housekeeping Office, you are requested to wear

uniform with name badge.
 Showered, clean short hair, shaved(female: if hair too long to should, it must be
tied back of the face)
 Nails are to be clean and short(female: with only clear or very pail nail polish
and always wear all make-up in moderation)
 Only plain black shoes may be worn and black socks, preferable in the style
recommended. Female to wear light brown stocking.
 Report on duty in HSKP office, and sign in on time.
 Collect your worksheet, and check if no mistake, check if VIP in-house and
VIP arrivals are indicate and sign for your key card. Keys place with place with
key pouch by the pocket before leaving the housekeeping office.
 Collect cleaning baskets with cleaning cloth, check if basket is completed and
napkins are sufficient.
 Go direct to assigned floor.
 Once there, check your equipment and trolley with linen and guest supplies.
 Check and dust vacant rooms, and ensure that room status is correct with
ROOM STATUS REPORT.6
 Make sure that you finish above tasks at the given time.
 Lock the pantry door and remember guest supplies are very expensive.
 Return keys to the clerk and sign out.

Kitchen Production

 Prepare some of the foods that cocks and chefs will be cooking and serving to
patrons.
 They weigh and measured food serving and prepare cooking equipment for
food preparation.
 Clean and sanitize the cooking areas, utensils, pots, and pans. They properly
prepare and store food in accordance with food safety guidelines and
regulation.
 Remove trash and sanitize trash cans used in the kitchen.

Front Desk

 Greeting guest the guest on his/her first arrival.

 Guiding to front desk/reception counter. Bellboy comes into the scenario. His
prime function, after greeting is to escort to the guest to front desk. After that to
guest room it is also called “Room the guest”.
  Registration procedures begin at front desk/reception counter. Front desk
personnel have to smile at all times while greeting the guest. As the guest
approves the reception he/she must be nearby with dedicated attention eye to
eye contact.
 Registration record. Registration record is erected by front office presented. In
the record all necessary date of the guest are written and this card holds acne
basic information, such as,
 Guest full name
 Address
 Date of arrival
 Company affliction
 Room rate
 Payment method
 Rules and regulation of the hotel, etc.
 Guest database. After guest departure, this record plays an important role. It
becomes a part of the hotel guest database. It is the main history of file and
from this record one can easily identify the guest. If he comes next and this
some a lot of time both hotel and guest.

3-5
 Guest folio is considered as master bill in a hotel. It contains all transaction
both credit occurred by each residents guest. It computerized system these
condos are kept/stored in the computer and only printed out at the time of
checking out.
 Hotel room inventory making room inventory is continuous process in any
hotel industry. Room inventory maintained for safekeeping purposes.

Problems Encountered

He encountered several problems during his On-the-Job Training at Mango

Suites Hotel- Santiago City. These where the following:

 Shortage of hotel personnel;

 The kitchen was too small
 Insufficient laundry equipment
3-6
 Chapter IV

Summary, Conclusion and Recommendation

Summary and Conclusion

The training that Yessamine Galliguez gave her a fruitful experience that is
very meaningful. The On-the-Job Training was completed by Yessamine Galliguez by
working for 600 hours. It was a meaningful training in Housekeeping Procedure, Food
and Beverage Service and Kitchen Service. With the guidance and support of the
school and her family the training was successfully fulfilled and was able to experience
actual work at Masion Hotel and Restaurant, Cauayan, Isabela

He concluded that Housekeeping, Kitchen and Food and Beverage Service are
important part of the hotel operation in order to be profitable and successful in doing
service to the guests.

Recommendation

As a concerned OJT trainee, He had formulated some recommendations for

possible solution to the problems that I had encountered at Masion Hotel and
Restaurant . These were the following:

 Hire more hotel personnel

 Expand the kitchen area
 Purchase new equipment
 APPENDICES

Appendix 1 – Nomination of Guidance/ Advisory Committee

ISABELA STATE UNIVERSITY

College of Business and Management
Bachelor of Science in Hospitality Management
Cauayan City, Campus

NOMINATION OF GUIDANCE/ ADVISORY COMMITTEE

Name: YESSAMINE L. GALLIGUEZ

Degree/Course: Bachelor of Science in Hospitality Management (BSHM)
I hereby nominate the following as the members of my Guidance/ Advisory
Committee:

MA. EDEL LOURDES A. ALZATE

OJT Adviser

YESSAMINE L. GALLIGUEZ _ ______________________

Signature of Trainee / BSHM Student Date

Accepted the responsibility as Member of the Guidance/ Advisory Committee:

MA. EDEL LOURDES A. GALIZA, DHM _______________ ___________

___________
Program Chair Signature Date

MA. EDEL LOURDES A. GALIZA, DHM _______________ __________

OJT Adviser Signature Date

Approved By:
MANUELITO C. MACAILAO, PHD
Associate Dean, CBM
Appendix 2

Endorsement Letter
Appendix 3

Memorandum of Agreement
Appendix 4

List of Student
Appendix 5

Student’s Pledge
Appendix 6

Parent Consent
Appendix 7

Evaluation form
Appendix 8
Appendix 9

Certificate of Completion
Appendix 10

ISABELA STATE UNIVERSITY

College of Business and management
Bachelor of Science in Hotel and Restaurant management
Cauayan City, Isabela

EVALUATION SHEET
(Oral Report)

Name of the student: _______________________________ Course:

________________
Name of Agency: ____________________________ Period Covered:
__________________
Address:
___________________________________________________________________

CRITERIA PERCENT
RATING
1. Clarify 15%
_________
2. Orderliness 15%
_________
3. Use of Visual Arts 35%
_________
4. Ability to answers questions 35%
_________
General Average 100%

Note: the rating shall be the average of the sum total of raters:

Evaluators

ERIC S. DAGMAN
Evaluator

ERIC S. DAGMAN CHRISTIAN PHILIP A. FORTUNA

Program Chair, BSHRM Associate Dean, CBM
 _____________ _____________
Date Date

Appendix 11

Daily Time Record

Appendix 12

Time/Activity Management Plan

Date Time Number of hours Area of Exposure

March 21,2022 8 am-5pm 8 Housekeeping
March 23, 2022 8 am-5 pm 8 Housekeeping
July 12, 2018 8 am-5 pm 8 Housekeeping
July 13, 2018 8 am-5 pm 8 Housekeeping
July 14, 2018 8 am-5 pm 8 Housekeeping
July 15, 2018 8 am-5 pm 8 Housekeeping
July 16, 2018 8 am-5 pm Housekeeping
July 17, 2018 8 am-5 pm 8 Housekeeping
July 18, 2018 8 am-5 pm 8 Housekeeping
July 19, 2018 6 am-3 pm 8 Dining
July 20, 2018 6 am-3 pm 8 Dining
July 21, 2018 6 am-3 pm 8 Dining
July 22, 2018 Dining
July 23, 2018 6 am-3 pm 8 Dining
 July 24, 2018 6 am-3 pm 8 Dining
July 25, 2018 6 am-3 pm 8 Dining
July 26, 2018 6 am-3 pm 8 Dining
July 27, 2018 6 am-3 pm 8 Dining
July 28, 2018 10 pm-6 am 8 Dining
July 29, 2018 10 pm-6 am 8 Won Syat Sseol Kitchen
July 30, 2018 Won Syat Sseol Kitchen
July 31, 2018 6 am-3 pm 8 Won Syat Sseol Kitchen
August 1, 2018 6 am-3 pm 8 Won Syat Sseol Dining
August2, 2018 6 am-3 pm 8 Won Syat Sseol Dining
August 3, 2018 6 am-3 pm 8 Won Syat Sseol Dining
August 4, 2018 6 am-3 pm 8 Won Syat Sseol Kitchen
August 5, 2018 6 am-3 pm 8 Won Syat Sseol Kitchen
August 6, 2018 Won Syat Sseol Dining
August 7, 2018 7 am- 4 pm 8 Housekeeping
August 8,, 2018 7 am- 4 pm 8 Housekeeping
August 9, 2018 7 am- 4 pm 8 Housekeeping
Appendix 13

Training Requirements

Medical Certificate

Appendix 14

NBI
Appendix 15

ISABELA STATE UNIVERSITY

College of Business and management
Bachelor of Science in Hotel and Restaurant management
Cauayan City, Isabela

EVALUATION SHEET
(Oral Report)

Name of the student: _______________________________ Course:

________________
Name of Agency: ____________________________ Period Covered:
__________________
Address:
___________________________________________________________________

CRITERIA PERCENT
RATING
1. Clarify 15%
_________
2. Orderliness 15%
_________
3. Use of Visual Arts 35%
_________
4. Ability to answers questions 35%
_________
General Average 100%

Note: the rating shall be the average of the sum total of raters:

Evaluators

ERIC S. DAGMAN
Evaluator

ERIC S. DAGMAN CHRISTIAN PHILIP A. FORTUNA

Program Chair, BSHRM Associate Dean, CBM
 _____________ _____________
Date Date

PICTORIALS
(Documentation)

Appendix 16

ACTUAL IMMERSION
(Housekeeping Department)
 Attending Room Service
Appendix 17

ACTUAL IMMERSION
(Housekeeping Department

Swept the floor

 Dusting the vanity table

Appendix 18

ACTUAL IMMERSION
(Housekeeping Department)

Cleaning the bathroom

 Removing the water marks
Appendix 19

ACTUAL IMMERSION
(Housekeeping Department)

Drying the bathroom floor

 Placing the bath mat
Appendix 20

ACTUAL IMMERSION
(Housekeeping Department)
 Stripping the duvet cover

Set up the bed

Appendix 21

ACTUAL IMMERSION
(Housekeeping Department)
 Final out put

Replenishing the towel

Appendix 22

ACTUAL IMMERSION
(Food and Beverage Department)
 Getting the utensils

Setting-up the table

Appendix 23

ACTUAL IMMERSION
 (Food and Beverage Department)

Taking the order

Taking order through Telephone

Appendix 264
 ACTUAL IMMERSION

(Food and Beverage Department)

Punching the order of guest

Getting foods from kitchen

Appendix 25

ACTUAL IMMERSION

(Food and Beverage Department)

Going to assign floor

 Getting the soiled plates in the room

Appendix 26

ACTUAL IMMERSION

(Food and Beverage Department)

Pushing the trolley

 Going to kitchen

Appendix 27

ACTUAL IMMERSION

(Kitchen Department)

Washing the soiled dishes

 Helping the chef

Appendix 28

Front Office Staff

 Food and Service Staff

Appendix 28
 Housekeeping Staff

Kitchen Staff

Appendix 29
Appendix 30