ON-THE-JOB TRAINING EXPERIENCE AT B HOTEL ALABANG
(THE BELLEVUE HOTELS AND RESORTS)
CHESKA M. DELA CRUZ
A narrative report submitted to the faculty of Home Economics, Vocational and Technical
Education Department, College of Education, Cavite State University, Indang Cavite in partial
fulfillment of the requirements for the degree Bachelor of Science in Hotel and Restaurant
Management, prepared under the supervision of Mrs. Joana Marie M. Tayag.
INTRODUCTION
On-the-job training program or which universally known by its acronym OJT, is a
form of training taking place in a normal working situation. It is a one-on-one training located at
the job site, where someone who knows how to do the task shows another how to perform it.
Colleges and universities require their students to undergo such training within a specific number
of hours as part of the curriculum. For the students, an OJT or internship program provides
opportunities to go through the actual methodologies of a specific job using the real tools,
equipment and documents. In effect, the workplace becomes a development venue for a student
trainee to learn more about his chosen field and practice what he has learn from school. Since the
trainer or the supervisor can follow the trainees’ progress, he can gauge based on performance,
behavior and attitude if the trainee will make a good recruit after the completion of his trainings.
Accommodating on-the-job trainees can truly be beneficial not only to the trainees but also to the
companies that provide opportunities for this type of learning. There is wisdom in the front lines.
Such training can be an investment that will be valuable to the company later on. This is also
why trainees’ should take their trainings seriously as it can become a powerful tool and possibly
2
even a source of recommendation when they take that big lift from being students to career
professionals.
Objectives of the On-the-Job Training
OJT basically means learning while doing. It is an important way in which people acquire
relevant knowledge and skills at work. OJT requires each student to train students at reputed
institutes or establishment for a certain period of time. OJT also help the students to familiarize
themselves with the job-related equipment and gain direct experience with an approved standard
operating procedure.
Significance of the On-the-Job Training
On-the-job training allows students to have a large and wide scope in today’s world,
while classroom experience itself is not sufficient to survive the ever growing competition. To
survive, hands-on experience and dealing with the real world problems of direct concern is
essential. OJT provides a unique way for students to obtain this kind of practical experience.
Time and Place of the On-the-job Training
The trainee started her On-the-job training last November 27, 2015 until January 16,
2016 at B Hotel Alabang under the management of Bellevue Hotels and Resorts.
3
THE LINKAGE ESTABLISHMENT
Historical Background
The Main Wing of The Bellevue Manila in Alabang opened its doors to its first guest on
January 3, 2003 operating with Café d’Asie. 20/20 Bar and Pastry Corner as its dining outlets. In
2005, the grandest ballroom in southern Metro Manila started accommodating big conventions,
celebrations and events. Year 2009, the Tower Wing of The Bellevue Manila was completed
making the total room inventory of the hotel 456.
Phoenix Court was added to the Bellevue’s array of restaurants. 20/20 Bar was reborn at
the Tower Wing as Vue Bar. B Hotel Alabang, its first four-star property joined the family in
September year 2010. The Bellevue Resort, the first five-star resort in Panglao, Bohol opened in
November 2010 and remains the benchmark for service excellence on the island.
The Bellevue Manila opened the first VIP lounge in the south and the biggest in Metro
Manila – The Bellevue Signature Club. Also, the Bellevue Resort opened the first ever airconditioned tent venue in Bohol with its 700-square meter Pavilion in the year 2013.
In 2014, The Bellevue Manila opened Hatsune, a restaurant with modern Japanese
interior serving traditional Japanese cuisine. By the year 2015, the second B Hotel opened its
doors along trendy Scout Rallos St. in Quezon City. Chic and contemporary, B Hotel Quezon
City raises the brand’s commitment to value.
Today, more hotels and resorts in Cagayan de Oro, General Santos City, Santa Rosa
Laguna, Baguio and El Nido Palawan are going to rise soon.
4
Location of the Establishment
The establishment is located at 2107 Prime St., Madrigal Business Park, Ayala Alabang,
Muntinlupa City, Philippines 1780. It is just 10 minutes away from South Luzon Expressway,
Filinvest Exit and Festival Mall, while 8 minutes away from its manager The Bellevue Manila
and SM Southmall Las Piñas, City, and 5 minutes away from Alabang Town Center located at
Alabang-Zapote Road.
Figure 1. Location Map of the B Hotel Alabang.
Vision
To be the preferred hotel brand of our associates, local and international customers
through the support and confidence of our owners.
Mission
To touch the lives of our customers through exceptional international standards of service
provided by well-motivated associates making The Bellevue Manila the market leader
5
Guiding Principles of the Institution
Guiding Principle 1: We will deliver consistent personalized service that will exceed
customer expectation.
Guiding Principle 2: We will constantly innovate our process and technology without
compromising our standards.
Guiding Principle 3: We will invest in training and development of our associates
allowing them to be the best in their respective careers.
Guiding Principle 4: We will lead our team by rendering good examples in all our
interactions to earn respect and trust of our associates and customers.
Guiding Principle 5: We will utilize our resources wisely to achieve our financial goals
.
6
Organizational Structure
Figure 2. Organizational Chart of the B Hotel Alabang.
7
Duties and Responsibilities
Hotel Manager - A hotel manager, hotelier, or lodging manager is a person who
manages the operation of a hotel, motel, resort, or other lodging-related establishment.
Management of a hotel operation includes, but is not limited to management of hotel staff,
business management, upkeep and sanitary standards of hotel facilities, guest satisfaction and
customer service, marketing management, sales management, revenue management, financial
accounting, purchasing, and other functions.
Duty Manager - A duty manager is the person ultimately responsible for the day-to-day
operations (or management) of the establishment. All employees working in the establishment
report to the duty manager. A duty manager reports to a district or general manager.
Administration - Administration in businesses and organizations is the function that
coordinates the efforts of people to accomplish goals and objectives by using available resources
efficiently and effectively. Administration includes planning, organizing, staffing, leading or
directing, and controlling an organization to accomplish the goal or target. Resourcing
encompasses the deployment and manipulation of human resources, financial resources,
technological resources, and natural resources.
Operations - Operations is an area of management concerned with designing, and
controlling the process of production and redesigning business operations in the production of
goods or services. It involves the responsibility of ensuring that business operations are efficient
in terms of using as few resources as needed and effective in terms of meeting customer
requirements.
Human Resources - Human resources is the set of individuals who make up the
workforce of an organization, business sector, or economy.
8
Housekeeping Supervisor – A housekeeping supervisor supervise work activities of
cleaning personnel to ensure clean, orderly, and attractive rooms in hotels, hospitals, educational
institutions, and similar establishments. Assign duties, inspect work, and investigate complaints
regarding housekeeping service and equipment and take corrective action.
F&B Service Captain – F&B service captain directs and supervises the activities of the
service attendants assigned in the shift that he/she covers. Under the general guidance of the
outlet manager and/or supervisor in accordance to the hotel’s policies and procedures.
F&B Kitchen Supervisor - The kitchen supervisor is responsible for the supervision and
training of kitchen staff, in addition to the production, quality assurance, and profitability of all
menu items, multiple concessions, and all other locations under the management. In charge of
assisting with the creation of recipes for menu items, supervise line cooks to ensure quality
controls are adhered too, and assist with the control of inventory.
Security Supervisor - The security supervisor is responsible for overseeing the
activities of the security shift which provides safety and protects all patrons, employees
and company assets. Supervise programs and processes to reduce and control loss time injuries.
Review staffing levels to maintain full coverage of posts. Delegate authority and assign
responsibilities. Investigate incidents and/or customer complaints and compile data for accurate
reporting.
Front Office Supervisor – A front supervisor supervises front office team members to
ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.
Responds in a professional and courteous manner to arriving, departing and in-house guests by
providing accurate and timely information and services.
9
THE TRAINING AREA
Front Office Department
The front office function of a hotel is to act as the public face of the hotel, primarily by
greeting hotel patrons and checking in guests. It also provides assistance to guests during their
stay, completes their accommodation, food and beverage, accounts and receives payment from
guests. Front office - is the "nerve center" in the entire hotel operations. All the transaction
passes through within this department. The front office department comprise of the reception,
guest service offices, bell services, reservation, operators, executive club, health and recreation
center and business center. The purpose of the front office department is to provide guests
assistance with luggage, transportation, information concerning the hotel and the city, and any
other service arrangements needed during their stay. Employees of the front office department
often provide the first and last impression of the hotel to our guests. It is therefore vitally
important that employees display a prompt and courteous attitude to all guests and demonstrate
the excellence in service.
Figure 3. Front Office Department of the B Hotel Alabang.
10
Organizational Structure of the Front Office Department
Front Office Supervisors
Front Office Agents
Concierge Staff
Figure 4. Organizational Chart of the Front Office Department.
Front Office Supervisors - A front supervisor supervises front office team members to
ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction.
Responds in a professional and courteous manner to arriving, departing and in-house guests by
providing accurate and timely information and services.
Front Office Agents - Represents the hotel to the guest throughout all stages of the
guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay.
Helps guests complete registration cards and then assigns rooms, accommodating special
requests whenever possible. Verifies the guest's method of payment and follows established
credit-checking procedures. Works closely with the housekeeping department in the keeping
room status reports up to date and coordinates requests for maintenance and repair work.
Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
Must be sales-minded. Presents options and alternatives to guests and offers assistance in making
11
choices. Knows the location and types of available rooms as well as the activities and services of
the property. Performs cashiering tasks like bill / invoice settlement, posting charges to the guest,
paid out’s, foreign currency exchange etc.
Concierge Staff - Serves as the guest's liaison for both hotel and non-hotel services.
Functions are an extension of front desk agent duties. Assists the guest- regardless of whether
inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Knows
how to provide concise and accurate directions. Makes reservations and obtains tickets for
flights, the theatre, or special events.
Facilities
The front desk or reception is the first place where the guests or customers arrive. It is
considered as the nerve center of the establishment because this is where the guests first come in
touch with the establishment and also considered as the shock absorber of the establishment
because this is where the guests complain and tell everything about their stay.
Figure 5. Front Desk of the B Hotel Alabang.
12
The back office is where the team gathers whenever there are concerns to be shared and
also this is where every shift meets for a while for the briefing of the recent shift headed by the
front office supervisors.
Figure 6. Back Office of the B Hotel Alabang.
The front office supervisor’s desk is where the supervisor does his work and also when
some guests demand for supervisor, this is where they talk about their concerns
Figure 7. Front Office Supervisor’s Desk of the B Hotel Alabang.
13
Concierge desk, when guests want to leave their luggage for a while this is where they
will get their claim stub for their luggage. Also, when guests have concerns about transportation
or inquiries about the city, concierge staff will be the one who will assist them.
Figure 8. Concierge Desk of the B Hotel Alabang.
The lobby, this is the place where the guest stays while waiting for their transaction with
the front office agents. This is also where they wait for their transportations to arrive.
Figure 9. Lobby of the B Hotel Alabang.
14
Equipment
Tools and equipment are essential in accomplishing tasks given by the hotel front office
department to the trainee.
A telephone, is a telecommunications device that permits two or more users to conduct a
conversation when they are too far apart to be heard directly. It is a big help in the establishment
because guests can contact them easily.
Figure 10. Telephone
A mobile phone is a telephone that can make calls, receive calls, create text message and
also receive messages over a cellular network while the mobile phone carrier is moving. It is
used by the employees to contact each other easily when they are far from each other.
Figure 11. Mobile Phone
15
A walky talky radio or more formally known as a handheld transceiver, is a hand-held,
portable, two-way radio transceiver. It best suits every lodging establishment because they can
talk easily with each other. Especially, when the front office agent has a guest she can
immediately contact the housekeeper through this to know the available rooms.
Figure 12. Walky Talky Radio.
A fax machine, used to scan document then processes the contents as a single fixed
graphic image, transmitting it through the telephone system, the receiving fax machine
reconstructs the image, printing a paper copy.
Figure 13. Fax Machine.
16
A computer is a device programmed to carry out a set of arithmetic or logical operations.
Since the establishment uses a system it is very much easier for them to process transactions.
Figure 14. Computer with High-Speed Internet connection.
A credit card terminal is a device which interfaces with payment cards to make
electronic funds transfer. This is usually used by VIP guests who doesn’t want to bring a lot of
cash.
Figure 15. Credit Card Terminal.
17
A money detector is a device that determines whether banknotes or coins are genuine or
counterfeit. It is always used especially in large establishments to make sure that every payment
is genuine and there would’nt be any problem in the accounting department.
Figure 16. Money Detector.
The scanner is a device that optically scans images, printed text, handwriting, or an
object, and converts it to a digital image. This is used in the establishment to photocopy every
valid identification card given by the guests to be added to their folios in the system of the hotel.
Figure 17. Scanner.
18
A photocopy machine also known as a copier or photocopier is a machine that makes
paper copies of documents and other visual images quickly and cheaply. It is used by the
establishment whenever they have announcements or flyers to be given away.
Figure 18. Photocopy Machine.
Printers are designed for low-volume, short-turnaround print jobs, requiring minimal
setup time to produce a hard copy of a given document. It is commonly used in the establishment
to provide a hard copy letter and also for issuing a printed statement accounts of guests.
Figure 19. Printer.
19
Standard Operating Procedure
Figure 20. The B Hotel Alabang.
As a general rule, the employees need to report on duty in the office and sign in on time.
Their responsibilities are the following: Always greet guests with a smile; in each moment of
their journey, never forget to smile at them and be in accommodating manner. Find the need; you
won’t be able to provide excellent service to the guests if you do not clearly understand what it is
they really want. Know your guests and keep an eye on them. Fill / exceed the need; anticipate
guests’ needs, put yourself into their place and affirm their importance to you and the business.
Make sure you respond to their needs all the time. Thank the guest; show your appreciation to
the guests by positive words with appropriate body language and actions throughout their stay.
20

Manpower
Manpower is defined as the power supplied by men or total supply of personnel available
or engaged for a specific job or task. It is also called as men, people, staff, workforce, human
resources, personnel, or employees.
The front office department of B Hotel Alabang consists of five front desk agent, three
GSC or guest service center agent and seven concierge staff. They have three shifting schedule:
first shift is the AM shift which is 6:00AM to 2:00PM, the second shift is the PM shift from
2:00PM to 10:00PM, and last is the graveyard shift which is from 10:00PM to 6:00AM. Even
though they have shifting schedules all of them are responsible in the entire establishment, every
guests are treated with care and acknowledge whatever they needed.
Work Atmosphere
The front office department at the B Hotel Alabang and also the whole establishment is
very well ventilated with air conditioning units and also lights.
The front desk agents, guest service agents, and concierge staff are very friendly,
approachable, and easy to be with, they treated everyone like a family member. They hang out
with their job practicumers like friends and not as superior to the students. They taught the
practicumers not only how to be in their job but also rightful values that could help them in
making the most out of their lives. Even in other department like in the kitchen department, food
and beverage department, engeneering department,
housekeeping department, and also the
administration, everyone are very friendly they treat the OJT’s as family, it’s like everyone is
belong to one team with a specific goal to meet. They share their ideas about their jobs that it
should be handled with love so you won’t feel pressured or tired.
21
THE TRAINING EXPERIENCE
Tasks Performed
The trainee started her On-The-Job Training last November 27, 2015 until January 16,
2016. On her first day at the B Hotel Alabang, she was assigned at the front office department,
she backed up the front office agents whenever they need assistance with the guests, the front
office agent demonstrated how things should be done..
First, greet the approaching guests in a nice and lovely manner then smile, then ask the
guest if he/she has a reservation, whatever the case always ask for any valid i.d of the guest have
it photocopied and check then check the name to the system. Then after the reservation has been
made, the guests will be asked for deposit and for how they would like to guarantee their stay.
After the payment, the guests will be given his/her roomkey by the front office agent, and the
concierge will be in-charge in assisting the guest to his/her room.
Right after the demonstration of the front office agent and explaining the rules and
regulations of the department, the trainee started to work like a front office agent as well. She
was very determined to do everything right and according to the standards giving only the best
service to the valued guests.
The trainee easily adapts to the work and the environment in the front office through the
help of the regular employees, and her co-practicumers in B Hotel Alabang.
Strengths and Weaknesses
The strength of the establishment is that the supervisor strictly supervises and manages
the front office department, the front office agents, guest service center agents, concierge staff,
and the practicumers, making sure that they do their work properly and maintain a good
relationship with each and everyone. Everyone in the establishment are very friendly, cheerful,
22
jolly, and easy to be with, the front office agents, guest service center agents, concierge staff, and
the co-practicumers, the supervisors, and even the other departments They make sure that the
practicumers are treated well and learning everything in their respective departments.
While the weakness of the establishment is that sometimes the employees are less
concerned with guest issues and they are impatient with the different attitudes of the guests.
Insights
They are lacking of manpower especially on holidays or pick hours where customers are
so many and everyone is in a hurry. Because of this situation some guests are complaining that
no one is assisting them to their needs. This leads to customer dissatisfaction which may lead to
low sales and worst this could lead to bankcrupcy.
The trainee experienced a lot of guests complaining about their stay and about the
conditions of the rooms but she remained calm and patient with all the guests requests and
concerns.
The trainee suggests that whenever the pick season come the establishment should always
be ready and they should add employees. Especially, the front liners they should be more patient
with different types of guest. Also, the rooms should be always in good condition whenever they
would want to sell it so that the guests won’t complain about the condition of their rooms.
23
SUMMARY
The trainee was exposed to the real world front office department, also hotel industry.
She was assigned in the front office department doing the same things as a regular front desk
staff. She learned a lot of things while the internship of her’s is going. She learned how to adjust
herself with different attitudes of every individual. The training became a bridge to enhance her
skills in communication because she met and interact with different people and their different
cultures, this will help her to be more flexible sooner when she landed in a job in the hospitality
industry.
After her internship at the B Hotel Alabang, the trainee realized how hard but at the same
time how enjoyable the hospitality industry was especially when she really loves what she’s
doing. She experienced a lot of things, problems, happy times, and she over came everything
through the help of her friends, family, co-practicumers, and the staff in the establishment.
Therefore concludes, that hospitality industry requires good communication skills,
flexible attitude towards different kinds of people and culture, and have a goal that the most
important thing is that guest should be satisfied with the service so, they will go back time to
time because of quality service the establishment provides. But the most important of all is that
you love your job, love the things that you do, enjoy it and you will never feel like your working
at all.
24
REFFERENCES
http://www.slideshare.net/FateCapa/narrative-report-in-ojt
http://www.scribd.com/doc/14532947/OJT-Narrative-Report
http://hotel-standard.blogspot.com/2012/03/fb-captain-job-desc.html
http://senators.nhl.com/v2/ext/Job%20postings/BSP%20%20FB%20Kitchen%20Supervisor
http://luckyeagletexas.com/wp-content/uploads/2014/04/Security-ShiftSupervisorPosting.pdf
http://setupmyhotel.com/job-description-for-hotels/front-office/388-fo-supervisor.html
http://setupmyhotel.com/job-description-for-hotels/front-office/81-front-desk-agent.html
http://setupmyhotel.com/job-description-for-hotels/front-office/87-hotel-concierge.html
http://www.ukessays.com/essays/tourism/ the-front-office-function-ofahoteltourismessay.php