OUR LADY OF FATIMA UNIVERSITY

College of Hospitality and Institutional Managemen Cabanatuan Campus

SALCI PRACTICUM REPORT

PAIR-PAGS Center, NAIA Road, Terminal 1, Pasay City, Metro Manila 1300

TRAINING PERIOD : 07/31/2023 to 08/18/2023

In partial fulfillment of the requirements for the course

SWEP - Supervised Work Experience Program
For a degree in
Bachelor of Science in International Tourism Management

Submitted by:
VILLANUEVA, IVY JOYCE D.
548, Hilltop Concepcion Sr, Cabanatuan City, Nueva-Ecija
09071153227
idvillanueva0748cab@student.fatima.edu.ph

Submitted to:
CELSO B. DELA CRUZ
SWEP Professor, Hospitality Management Department

Submitted on:
August 29, 2023

i
 Table of Contents

Cover Page i

Table of Contents ii
Trainee’s Picture iii
Acknowledgment iv

I. CHAPTER ONE v
Introduction of the company v

Vision, Mission, Quality, and the Employees vi

Organizational Chart vi

II. CHAPTER TWO vii

Company and its Operation vii

SWOT Analysis vii

Case Presentation and Discussion viii

Recommendations viii
III. CHAPTER THREE ix

Weekly training experienced report iv

General Perception of the training xii

IV. APPENDICES xiii

Pictures in Action xiii
Picture of Facilities xv
Resume xvi

Student Testimony xvii

Certificate of Completion of training xviii
Evaluation sheet xix

Time card/ Time sheet xx

ii
TRAINEE’S NAME: IVY JOYCE D. VILLANUEVA

REC DEPARTMENT

iii
Acknowledgement

I am grateful to every one who helped to make my internship experience so fulfilling

and meaningful. I want to thank Our Lady of Fatima University first and foremost for including
the internship program within our academics. This gave me the chance to learn practical skills and
gain real-life experience. I truly appreciate Mr. Celso B. Dela Cruz, our SWEP Coordinator, for
guiding and helping us throughout with our journey. Additionally, I would like to express my
sincere gratitude for the priceless opportunity I had to complete my On-the-Job Training (OJT) in
the REC Department of PAGSS. I am extremely honored to have received the opportunity to work
as an OJT in the REC Department, where I have learned useful skills and became genuine
experience in every aspect of REC Operation. Thank you for giving me the chance to work as an
intern, and I would like to express my gratitude to Ms. Christabel A. Bernales and Ms. Aileen
Sapina, Training Supervisor in Salci, for providing me with this opportunity, welcoming me into
their team, and offering me helpful advice throughout my internship.

For the time and effort they put into teaching us, I would want to express my gratitude
to our supervisors, Ms. Aileen Sapina. Ms. Charie Chavez, Mr. Oliver Morales, Ms. Erika
Virtudazo, and Ms. Raquel V. Vamsuan. They have made a significant contribution towards my
growth and learning through their ability to clearly and concisely explain complicated processes.
Additionally, I want to thank them for their unwavering encouragement and support during my
OJT experience. They encouraged an open-door attitude and always willing to answer any
questions or issues I might have. Their kind remarks and suggestions have been essential in
assisting me by strengthening my work ethic and performance. I sincerely appreciate their faith in
my abilities and their confidence in us. Lastly, I'm very happy with my OJT experience with the
REC Department. Once again, I want to thank you for giving me the chance to work with PAGSS
and the REC Department. I will always be grateful for the experiences and insights I gained
through my OJT experience.

iv
CHAPTER I

A. Introduction of the Company

PAGSS, commonly referred to as Philippine Airlines Ground Support

Solutions, is a significant player in the aviation sector. They are in
charge of managing several ground support services for Philippine
Airlines, making sure that business runs well and that customers are
satisfied. The priorities of PAGSS are efficiency, safety, and great
passenger service. With accuracy and promptness, they manage jobs
like luggage handling, cargo services, and airplane ramp operations.
By adhering to tight laws and regulations, they put the safety of
patrons and workers first. One of PAGSS’ main goals is to make sure
passengers have a positive experience. They assist with check-in,
boarding, and baggage handling, aiming to exceed customer
expectations and leave a lasting impression. Safety is paramount in the aviation industry, and
PAGSS places great emphasis on maintaining the highest standards of safety across all aspects of
its operations. The safety and security of both passengers and its devoted employees are given first
priority by PAGSS by adhering to strict safety measures and industry requirements. In order to
give passengers confidence and keep the faith that Philippine Airlines has placed in them, PAGSS
makes sure that every duty is carried out in a way that prioritizes safety, from the correct handling
of bags to the careful supervision of cargo operations. PAGSS is known for its commitment to
innovation and continuous improvement in the aviation industry. They embrace emerging
technologies and trends to enhance their operational capabilities and remain at the forefront of the
ever-evolving industry. Through their commitment to excellence and their ability to adapt to
changing circumstances, PAGSS contributes to the success and growth of Philippine Airlines. In
summary, PAGSS holds a critical role as the driving force behind the ground support operations
of Philippine Airlines. With a steadfast commitment to efficiency, safety, and customer satisfaction,
PAGSS ensures seamless operations through meticulous handling of tasks and adherence to
rigorous safety standards. By delivering exceptional customer service, PAGSS aims to enhance the
overall travel experience for passengers.

v
B. Vision and Mission of the Company

Vision
To provide high-quality ground handling services at all times, ensuring full and efficient
compliance with all applicable international requirements and standards.

Mission
It Is our paramount mission to deliver world-class ground handling services to our airline clients,
and do our part in ensuring the safety and convenience of the travelling public.

C. Organizational Chart

vi
CHAPTER II

The Company and Its Operations: SWOT ANALYSIS

A.STRENGTH
PAGSS is successful in the Philippines because it has an excellent track record, which makes
customers trust it, a wealth of industry experience, a wide range of high-quality products and
services, partnerships with key market players, skilled employees, and strong customer
relationships. Additionally, Philippine Airport and Ground Services, Inc. gains from being situated
in the Philippines, a nation with a booming tourism sector. A knowledgeable and professional crew
provides a wide range of airport and ground services for the business. Strong relationships with
airlines and airport authorities have also been built, opening doors for cooperation and expansion.

B. WEAKNESSES
The organization can experience infrastructural issues and old equipment, which could
have an influence on operational effectiveness. A problem that affects profitability and pricing
competitiveness is high operating costs. The industry also needs constant innovation and
differentiation because to the fierce rivalry. The performance of the tourism sector affects the
company's success as well.

C. OPPORTUNITY
There is a substantial possibility for PAGSS to extend its customer base given the
Philippines' expanding tourism sector. In order to meet this rising market need and boost sales,
PAGSS might focus on foreign travelers and forge strategic alliances with airlines and travel
suppliers. Accepting technical breakthroughs can also completely alter PAGSS operations. The
business can increase operational effectiveness, cut expenses, and enhance customer satisfaction
by using automated systems for baggage handling, passenger support, and cargo management. By
making investments in cutting-edge digital solutions and technologies, PAGSS will remain at the
forefront of its sector, gaining new clients and sharpening its competitive edge.

D. THREATS
In the sector, PAGSS may potentially face threats competing with other. If rivals have
more resources and capabilities, ground service providers could be difficult, both domestically and
abroad. Revenues and service needs for PAGSS are impacted by economic volatility, including
downturns or fluctuations, which can have an effect on passenger demand and airline operations.
PAGSS has compliance issues as a result of the aviation industry's evolving requirements,
including as security processes and safety standards.

vii
Case Presentation and Discussion

Enhancing Efficiency in the REC Department at PAGSS

The REC department at PAGSS needs to improve productivity and deal with problems
that arise during everyday tasks. The emphasis of this case presentation is on enhancing
departmental training, resource allocation, and communication. The difficulties include poor
communication channels, insufficient use of resources, gaps in training and knowledge transfer,
and suggestions for improving productivity and effectiveness within the department. The
difficulties include poor methods of communication, insufficient use of resources, and deficiencies
in training and knowledge transfer. To tackle these issues, proposed strategies include
implementing a centralized communication system, optimizing resource allocation based on
demand, and developing a comprehensive training program for new trainees. By addressing these
challenges and implementing the proposed initiatives, PAGSS can enhance efficiency, improve
customer satisfaction, and foster continuous improvement within the REC department.

Recommendations

Enhancing Efficiency in the REC Department at PAGSS

There are many advantages to putting these tactics into practice. The first benefit of
effective communication is that it will lessen delays and misunderstandings and boost overall
performance. The second benefit of resource optimization is that it will save costs and improve
the use of resources already in place. And finally, a better training program will make sure that
new recruits are equipped with the abilities and information required to carry out their tasks
successfully. It will be possible to make necessary adjustments on time with regular monitoring
and assessment, which will give insights into how well applied tactics are working. In conclusion,
PAGSS can boost productivity, cut down on delays, and improve overall performance by
addressing the issues the REC department is facing and putting the suggested techniques into
practice. The dedication and cooperation of all parties participating in these projects, as well as an
organizational culture that values continual development, are essential to their success.

viii
CHAPTER III

Weekly Training Experience Report

Date started: July 31, 2023

Date ended: August 18,2023

On July 31, we had a first week online class session before I began my on-site training.
Through a zoom link that was provided by the Salci team, Ms. Aileen and I met for a virtual
orientation. At 8 am, Ms. Aileen gave us a brief introduction before discussing the compliance
guidelines that OJTs must follow when they are placed in the organization. We received crucial
information at the orientation to make sure we comprehend and abide by the establishment's rules
and regulations. Our first lesson after orientation started at 9 am and had to end at 12 am. Our
mentor, Ms. Charie Chavez, emphasized teaching us about Airside and Ramp Safety. She had a
very interesting and instructive conversation, I must say. She taught us a lot, and to make sure we
understood, Ms. Charie even called and activity. This method assisted in ensuring that all of her
OJTs in the class fully understood the lessons. The class lasted longer than expected because we
were totally immersed in the learning process. We were able to learn more about the topic and
develop a more complete grasp, nevertheless, because of the additional time. Our next session was
devoted to ramp and Airside safety, and Ms. Charie Chavez, with her wealth of expertise, gave
insightful information about various aircraft types and the proper handling of cargo. She
underlined the significance of adhering to safety procedures and gave an example of how to utilize
cargo handling equipment properly. We got the chance to clarify any uncertainties we had and ask
questions, ensuring that we fully understood the subject matter. The details offered by Ms. Chavez
were enlightening and emphasized how important safety is to the aviation sector. Our
understanding of the complexity of operations at an airport has increased as a result of learning
about the numerous aircraft types and their distinctive characteristics. Understanding the proper
methods for handling cargo protects not only the safety of the cargo but also the health and safety
of ground staff and passengers. We considered the vast amount of information we had learned in
just one day as the session came to a conclusion. Our initial PAGSS experience was rewarding
and fun thanks to the lively discussions, hands-on learning, and mentorship we received. We

ix
anxiously anticipated the days ahead of our OJT because we knew they would each present fresh
perspectives and chances for development.

On the second day of our OJT, there was just one class, and Ma'am Aileen served as
our mentor. This class discussion was a lot shorter than the one the day before. The class's main
topic was career planning, which is essential for those of us who want to work in this field as
professionals. In order to successfully plan our career options, Ma'am Aileen guided the discussion
and shared insightful information. She stressed the significance of evaluating our abilities,
pinpointing our strengths, and comprehending our areas for development. She prompted us to
evaluate our current skill sets and think about the abilities we hope to gain in the future through
an interactive session. Ma'am Aileen gave us a fun project to do after we had been talking for
about an hour. We were given the assignment of developing our own career plans, including the
abilities we now have and those we want to learn. Through this exercise, we were able to foresee
our professional development and establish personal objectives. We had the chance to consider
our personal assets during the exercise, such as strong work ethics, outstanding communication
skills, and capacity for problem-solving. We also highlighted abilities we wanted to improve, such
leadership, time management, or technical knowledge. I can state that Ma'am Aileen's workshop
gave us insightful advice on how to direct our career trajectories. It gave us a feeling of direction
and inspired us to aggressively pursue our goals. We have built the basis for a prosperous and
satisfying career in the airport and ground services sector by identifying our existing skill set and
defining goals for talents we want to gain.

We took class with Mr. Oliver Morales as our mentor on the third day of our OJT.
After making an introduction, he started talking about inbound and outbound operations. The four
primary procedures involved in exporting cargo in the aviation sector were described by Mr.
Morales. He also instructed us on how to read and understand fundamental cargo documentation.
Mr. Morales contributed his knowledge and practical experience to the discussion during the
session. In order to ensure the efficient movement of cargo through an airport, he emphasized the
need of inbound and outgoing operations. He assisted us in understanding the key processes
involved in the export process by providing succinct and straightforward explanations. We
participated in interactive conversations during the course of the lesson and had the chance to ask
questions. Mr. Morales carefully responded to our questions and offered real-world examples to

x
deepen our comprehension of the subjects covered. We were able to understand the foundations
of inbound and outbound operations because to the way he taught complicated subjects. We had
learned a lot about the procedures involved in exporting cargo and the significance of precise
paperwork by the time the seminar was over. We understood the critical significance these factors
play in sustaining effective freight operations and satisfying client expectations. August 4 Ms.
Christa Bernales discussed Customer Service/ Essential Communication. The difference between
a positive and a negative experience. Clear, empathetic, and efficient communication can lead to
quick problem resolution and improved overall experience. On the other hand, insufficient
communication can lead to lost trust, dissatisfaction, and reduced customer loyalty. And also Ms.
Erica Vertuazo discussed Passenger Handling. The smooth handling of passengers at all phases of
their airport experience. From check in to departure, the services provided by our trained staff are
customized to the individualized needs of the air carrier. There were no lessons scheduled for the
final two days of our OJT. We had time to finish the activities and tests that our mentors had given
us instead. We were permitted to set our own schedules and concentrate solely on completing the
task. Our mentors were still accessible to assist and respond to any questions we had even though
there were no formal classes. As we completed the assignments, we could consult them for advice
and criticism. I became aware of the significance of making the most of this time throughout this
period. I took care to finish the jobs carefully and pay close attention to the little things. I became
more responsible and diligent during this time of autonomous employment.

August 14-18, 2023

Onsite work started on August 14th, which was our first day. They came from Valenzuela,
Antipolo, and OLFU in Laguna. That I will finally have some company made me incredibly
thrilled. Due to one of them being assigned to the REC department, the trainees from Valenzuela
were fortunate. On Thursday, August 18, 2023, when we completed our final shift at the REC
Department, I felt a twinge of sadness since I will miss my fellow interns, especially my
supervisors who patiently guided me through everything. I'm grateful for them since I wouldn't
have known what to do without their direction. To sum up, I learned a lot throughout my time
working at the OSR department. While it was difficult to say goodbye to everyone in the OSR
department and the trainees from Antipolo, I am appreciative of my supervisors' assistance and

xi
support. Even though it was difficult at first, with perseverance and their advice, I was able to
better comprehend my position within the department.

General Perception of the Training

My training experience as an OJT at PAGSS's REC department has been really beneficial and
significant. I now have a thorough understanding of the everyday activities and operations of
the department thanks to the training. I consider myself fortunate to have understanding bosses
and mentors who have helped me and patiently addressed my inquiries. They have assisted me
in gaining useful expertise distinct to the REC department. The most beneficial aspect of my
training has been getting actual hands-on experience. I've been able to put what I've learned
into practice in real-world settings, which has increased my confidence and sharpened my
attention to detail. The training has also given me a wider perspective of the aviation sector as
I have seen how several departments work together to maintain seamless operations. My
interactions with coworkers from different departments have improved my understanding of
their responsibilities and my appreciation for the collaborative effort needed to keep things
running smoothly. Overall, the training I obtained at PAGSS's REC department really exceeded
my expectations. It has given me a strong base in knowledge and abilities, as well as a strong
work ethic and a desire for providing outstanding customer service. The experience has been
gratifying and challenging, and I am confident that the skills I have learned will be a good
foundation for my future professional aspirations. I am appreciative of the chance to join the
PAGSS team and am eager to use the training's expertise and experience to further my
professional development.

xii
IV.APPENDICES

Pictures in Action
We were all excited about this first on-site
training at PAGSS, but we were also a little
nervous because we had no idea what the next
step would involve.

My experience at the REC Department has given me a

thorough understanding of the procedures necessary to
ensure that PAGSS runs efficiently. I had the honor of
working closely with knowledgeable experts who were
always willing to teach us. I was exposed to a variety of
duties and responsibilities throughout my time working at
the REC department.

xiii
 We were very eager for the airport tour that we
had. They discussed the rules and regulations
inside the airport including the process
immigration, arrival and departure. We saw
different planes, inside of airport how it works.
You can really see the real world when you are
inside the airport. You will meet different races
of people. I feel and get excited because I really
want to work inside the airport. In the 45 minutes
we toured, I learned a lot and enjoyed.

Something significant occurred on August 18. At

PAGSS, We received our completion certificate,
which is a great achievement. I was genuinely
thrilled since I had put in a lot of effort and had
overcome obstacles. I'm finally getting to reap the
benefits of my labor. It seems to be the outcome
of my tenacity and endurance. I am pleased with
myself and eager for the future.

xiv
Picture of Facilities

xv
xvi
xvii
Certificate of Completion

xviii
Swep Evaluation Sheet

xix
Time Card/Time Sheet

xx