A Hotel & Restaurant Practicum Report

On

Summit Ridge Hotel

Address Km.58, Gen. Aguinaldo Highway Tagaytay city

Training Period: From to

In partial fulfillment of the requirements for the course

BHRM409 : Practicum II

for degree in
Bachelor of Science in Hotel & Restaurant Management

Hotel & Restaurant Management Department

College of International Hospitality Management
De La Salle University – Dasmariñas
Dasmariñas, Cavite

Presented to:
Anna-Liza Aligada Tibayan

Presented by:
Polla Rose Almanzor
Nico Jose Bayran
Kris Manel Cabrera
Carmina Fernando
Glaine Loquiliano
Angelo Ignacio Salva

Date Submitted

October 24, 2011

 TABLE OF CONTENTS

[Link] 4

Name and General Location 5

Objectives/ Institutional Philosophy/Vision, Mission 6
Ownership/ Management 8
Facilities 9
Outstanding Characteristics of the establishments 10

II. HOTEL PHASE:

Front Office Department 11

Housekeeping Department 16
Sales and Marketing Department 21
Accounting Department 23
Human Resource Department 26
Engineering Department 28
Security Department 31

[Link] 32

IV. BIBLIOGRAPHY 33

2
ACKNOWLEDGEMENT

First and foremost, we would like to give thanks to

GOD ALMIGHTY for the wisdom and strength

to finish and make this report possible.

Never to forget our FAMILIES who are very supportive,

Especially in financial, their love and understanding.

3
[Link]

Summit Ridge is an elegant hotel located in cool-climate region that is

Tagaytay. Experience world-class amenities and peaceful interiors, inspired by
the quiet charm of [Link] for business and leisure tourists alike, the
Summit Ridge Hotel has 108 rooms, a convention center, training rooms, and a
host of other facilities, such as a swimming pool facing the picturesque Taal
volcano, a gym, a basketball / badminton court, a golf course, and a spa.

Enjoy a meal at the lobby's Annie's restaurant, which offers breakfast

buffet, as well as a feast of American delights. To get a breathtaking view of
Tagaytay, get a table at the outdoor veranda, and enjoy the crisp breeze while
you warm your senses with a delicious cup of hot coffee.

Our warm and inviting guest rooms and two-bedroom suites are done in
Asian tropical style equipped with the most modern conveniences to make your
stay with us a most enjoyable one.

Summit Ridge Tagaytay gives you the best view of Taal Volcano and lets
you experience the coldest spot in Tagaytay City. All of its guest rooms and
suites face the panoramic scene of Taal. Summit Ridge Hotel and Promenade
features within it several shopping, dining, and recreational facilities which
include a swimming pool, a gym, and an indoor badminton/basketball court.
Annie’s and C2 is the perfect venue to unwind as guests enjoy local and
international cuisine amidst a refreshing ambience. Summit Ridge is also an ideal
venue for meetings and banquets with its best-in-class facilities.

Summit Ridge Hotel and Promenade is a property owned and managed by

Robinsons Land Corporation under its Hotels Division. Robinsons Land
Corporation also owns IHG-managed Crowne Plaza Galleria and Holiday Inn
Galleria hotels in the Ortigas business district, and owns and manages Cebu
Midtown Hotel, Summit Ridge Tagaytay, and [Link].

4
Name and General Location

Summit Ridge Hotel and Promenade is a property owned and managed by

Robinsons Land Corporation under its Hotels Division. Summit Ridge Tagaytay
gives you the best view of Taal Volcano and lets you experience the coldest spot
in Tagaytay City. All of its guest rooms and suites face the panoramic scene of
Taal.

Summit Ridge hotel located at the highest point of Tagaytay City which boasts of
a breathtaking and unobstructed view of one of the Philippines' most famous
scenic attractions-the Taal Volcano. It is 60 kms or 1 hour drive from Manila. Via
SLEX, just take the Sta. Rosa exit and turn right after the tollgates. Drive straight
to the Gen. Aguinaldo Highway until you reach the hotel.

5
OBJECTIVES/INSTITUTIONAL PHILISOPHY/VISION, MISSION

Summit Ridge Hotel’s Vision:

We will be a driving force, an industry, with each of our developments,

successful and a preferred destination. We will grow, to be in everyone, where

we can create value for our shareholders and make a positive difference to our

customers, employees and business partners.

Summit Ridge Hotel’s Mission:

We are committed to develop vibrant, delightful, and lasting commercial

spaces, that serves as a catalyst and landscape for new opportunities and a

better life. We are a run by motivated, innovative and entrepreneurial spirited

individuals. Dedicated to serve the ever changing needs and aspirations of our

market.

Robinson’s believes, that with every Filipino, lies a spark of brilliances, just

waiting to illuminate in potentials, we have the capacity to create ideas that are

bigger than we are. We have the ability to weave and share dreams that give

birth to new ones. At Robinson’s, we achieve greatness by building good things

together.

6
Summit Ridge Hotel’s Objectives and Philosophy:

Summit Ridge Hotel’s general philosophy is “Building good things

together.” The strength of a company, founded on the vision of its leaders,

driven by a team, sharing the same core values, starts with one man’s dream,

and an entrepreneurial spirit. Building good things better, to make life more

meaningful for the Filipino people.

We consistently create innovative and outstanding lifestyle products and

business solutions that revolutionize the way people live and work. We are the

country’s largest Office Landlord, we have the second largest chain of Shopping

malls, our Residential Subdivisions are nationwide, and our Residential

Condominiums are present in the top central districts.

Growing, with business partners and tenants, who share the same vision

of progress. Listening and taking inspiration from its customers. Passion to win,

Dynamism, Integrity, Courage

Robinsons Land is one of the most respected and recognized names in the

Real Estate Industry. We need to improve these further; we need everyone to be

totally focused in building the Robinsons Land Brand. We are committed to

transform every property to high quality developments that create superior value

to our customers and for our shareholders. Every Robinsons Land project carries

with it, the reputation of having the highest standards of quality in service. That

is the Robinsons Land Brand.

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Ownership and Management

ROBINSONS LAND CORPORATION JG SUMMIT HOLDINGS

UNIVERSAL CEBU DIGITAL

ROBINA ROBINSONS LAND PACIFIC TELECOMMUNICATIONS
PHILIPPINES

UNITED
INDUSTRIAL ROBINSONS JG SUMMIT PETROCHEMICAL
CORPORATION BANK CORPORATION
LIMITED

Organizational set-up

The organizational set-up of the Robinsons Land Corporation is headed by

the Board of Directors which is the overall policy-deciding body of RLC. On an

operational basis, policy making is delegated to or administered by corporate

offices:

 Operational Department
 Marketing Department
 Research and Development Department
 Quality Assurance Department
 Procurement Department
 Training Department
 Human Resources Department

8
Facilities and Services

Summit Ridge Hotel’s facilities and services include the following:

 Room Service  News Stand

 High-speed Internet  Mini Bar

 Fitness Room  Refrigerator

 Restaurant  Cable / Satellite TV

 Parking  Connecting Rooms

 Swimming pool  Wake-up Service

 Concierge  Meeting Rooms

 Bar / Lounge  Kitchenette

 Banquet Facilities  Coffee / Tea Maker

 Conference Room(s)  Microwave

 Safe-Deposit Box  Hair Dryer

 Security Guard  TV

 Gymnasium  Non-Smoking Rooms

 Elevator / Lift  Convention Center

 24 Hour Reception  Free Breakfast

 Air Conditioned  Housekeeping

9
Outstanding Characteristics of the establishments

Summit Ridge Hotel gives you the best view of Taal Volcano and lets you

experience the coldest spot in Tagaytay City. Your meetings matter to us at

Summit Ridge. Our training and function rooms are fully equipped to allow you

to flawlessly carry out your seminars, conferences, and team-building sessions.

And if it's a party you're planning, Summit Ridge is second to none in creating

unforgettable memories, celebrating birthdays, weddings, and other milestone

events in style!

10
I. HOTEL PHASE
FRONT OFFICE DEPARTMENT

1. Organizational Set-up

The Front Office department is headed by the Front Office Manager; under her is
the Duty Manager. Telephone Operator, Guest Service Staff and Bellman report
to the Front Office Manager and/or the Duty Manager.

FRONT OFFICE MANAGER

DUTY MANAGER

TELEPHONE OPERATOR GUEST SERVICE STAFF BELLMAN

Organizational Chart of Front Office Department

2. Operational System & Procedures

RESERVATION

a.) How are reservations handled?

 Reservations are handled through personal interaction with the guest by saying
warm greetings to guests and having good approach in answering the
reservation forms or through the website of Summit Ridge Hotel.

b.) What are the different sources of reservations?

 The different sources of reservations are through online reservation, phone call
reservation and through personal reservation.
c.) How are tallying or charting of reservations made?

 In tallying or charting of reservation they have operating system in the Front

Office that is connected in the Housekeeping Department wherein they can both
see what rooms are occupied, for cleaning, etc so that they what room they can
offer.

d.) What files are kept for reservation purposes?

 The files that are kept in Front Office for reservation purposes is the guests
reservation forms.

e.) What are the procedures for accepting/rejecting reservations?

 The procedure for accepting/ rejecting reservations is also connected to the

system of the Housekeeping Department, because The H.K Department records
the room that are for cleaning or out of service. Through that, the F.O can easily
identify rooms that are available and not, so that they know if they can accept or
reject reservations.

f.) What codes are used for group, FITs, VIPs etc.?

 For all regular guests, they give the name VIP.

g.) What amenities are given to guests especially the VIPs?

 They will have extra amenities like shampoo, conditioner, lotion, hand & bath
soap, toothbrush and many more. Sometimes they put a platter of fruits to their
VIPs rooms.
CHECK-IN

a.) What are the check-in procedures and what are the forms used?

VIP- individual
 As regular rule in Front Office, they are greeted upon their arrival with warm
greetings and hospitality; the Account Manager of FO is the one who assist the
needs of VIP as required so that the VIP can have smooth check-in with no
hassle upon his check-in in the hotel.
VIP- group
 For VIP Group, the same thing or rule is made just like the VIP individual, they
can also reserve for their rooms ahead of time so that they can have rooms that
they prefer, so that the hotel can also know what are the courtesies they must
be done.

b.) How is pre-registration done?

 Pre-registration is done in the front desk; the front desk agent let the guest fill
up the registration form upon their arrival in the hotel. Then the Front desk clerk
checked for room availability then gives the room keys to the guest afterwards.

c.) How are rooms pre-blocked?

 The guests are asked for their room type preference when they make their
reservations and the front desk attendants will block them to their room
preferences.
CHECK-OUT

a.) What are the check-out procedures and what forms are used?
 In checking out, all the staff of the hotel must be inform what time of the day
the guest will be checking out. The FO staffs are arranging immediately the folio
of the guest so that the guest knows the things they must pay upon their check-
out.

b.) What is the check out time for the establishment?

 The check-out time of the hotel is twelve noon, but they are allowing late check
outs until two in the afternoon.

c.) What is the house policy on extension of check-out time?

 The house policy for extension check-out is as long there is no incoming guest to
occupy the room they let the guest to extend their time before they check-out.

MAIL & INFORMATION

a. What are the selling techniques uses by the front office personnel?

 They sell rooms in the higher floors because it costs higher than 3 rd to sixth
floors. They are always telling the guests the advantage of occupying rooms in
higher floors, that they can have the best view of Taal Volcano.

b. How is job of a bellman and doorman performed? How do they keep track of arriving
and departing guests?
 At the entrance of the lobby the bellman and doorman great the guest and assist
them to the front office after that they will load the luggage of the guest to the
cart and take it to the guest rooms.
C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER Multi-tasking employee they don’t have enough
employee and emergency
absent
WORK They have good relationship
ATMOSPHERE/INTERPERSONAL with each other
RELATIONS
USE OF MATERIALS
RESOURCES
FACILITIES Complete facilities to perform
the task
SANITATION PROCEDURES
AND PRACTICES
CONTROL MEASURES AND
OPERATIONAL PROCEDURES

D. Recommendations / Justification
We recommend the addition of their employees in front office department. For a

better and good service and it will be easy for them to accommodate all of their guest

and walk-in guest as well. We think they also should improve their communication

skills, because I can say of you are good in communication especially in hotel. We think

this is an advantage to the hotel itself.

HOUSEKEEPING DEPARTMENT

A, Organizational Set-up

Housekeeping Manager

Housekeeping Manager
 COORDINATOR LINEN ATTENDANT

POOL PUBLIC RELIEVER

ATTENDANT AREA

POWDER A.M SHIFT

GIRL

HOUSEMAN MID SHIFT

A.M SHIFT GARVEYARD

MID SHIFT

GRAVEYARD

B.) Operational System & Procedures

A.) What are the functions and operational procedures of each sections identified in
your org. chart of housekeeping department?

Executive Housekeeper
  Responsible for the cleanliness, maintenance and aesthetic upkeep of the hotel
both front and the back house areas.
Coordinator
 Coordinator’s function is to check the availability of amenities in the hotel and
cleaning chemicals and other supplies of housekeeping

Room Attendant
 The function of a room attendant is to ensure the cleanliness of room in their
assigned floors and the cleanliness of their hallways. Room attendant is
responsible for the cleanliness of the guestroom.
Reliever
 Reliever is to fill in absent employee or in day-off.

Pool Attendant
 Pool Attendant responsible for the maintenance and cleanliness of the pool area

Public Area
 Public Area conducts regular inspection of the different public areas. Also checks
the quality of cleaning and maintenance and ensures that the area is free of
safety hazards. In addition, public area checks if there is anything that needs
repair or corrective action.

Housemen and Powder Girl

 Houseman and Powder Girl these are the staff members (both male and female)
who clean walls, remove trash and recycling, care for floors and clean high, to-
reach-areas.

b.) What are the different types of rooms?

 Summit Ridge Hotel consist 108 rooms and has five (5) different types of
rooms. First is TWIN CLASSIC which is located at 3rd and 4th floor,
KING CLASSIC which is located at the 5th floor, TWO BEDROOM
SUITE located at the 6th floor, KING AND TWIN DELUXE located at
the 7th and 8th floor, SUMMIT SUITE which is located at the 9th floor of
the hotel. There are also disabled rooms which is located at 3rd and 6 th
floor (room 311 and 606). Standard King has a total number of 37
 rooms. Standard twin has a total of 53 rooms. Apartelle has a total of 18
rooms.

c.) What are the activity of floor supervisors and room attendants assigned to the
floors? How is room inspection conducted? How is the report prepared?
 The floor supervisors are the one who inspect the room that are to be sold and
they checked the cleanliness and orderliness of every floors.
 The activities of the room attendants are: every morning they do the actual room
checking, clean the hallways, clean the rooms, re-touch, M.U.R (make up rooms)
 Every room attendants have a report paper that indicates the daily room status
of all rooms. And after they finish their work they will write all the things that
they do that day.

d.) What supplies are found in the floor service station?

 Chemicals(Emerel)
 Cleaning supplies( total washroom cleaner, dishwashing liquid)
 Air fresheners & shine up

e.) How is communication maintained with the front office for new arrivals and
departures?
 The communication is maintained with the front office regarding new arrivals and
departures through the computer system that the hotel has, wherein front office
and housekeeping are connected with each other. And through using forms such
as expected check-in lists and expected check-out.

g.) How does laundry section function? Describe the activities in the laundry section.

 The Summit ridge Hotel has no laundry section, because they have
laundry provider which is the Diamond Laundry and Bigger Choice.

h.) What are the public areas? How is the cleanliness of these public areas maintained?

 In Front and Back of the house (Lobby, corridors, public rest rooms,
halls, elevators, banquet rooms, meeting rooms, locker rooms and
offices) cleanliness are maintained by doing inspection of the public area
officer and they have the respective schedule for cleaning the areas.
 More thorough cleaning of the public area is done during an early
morning shift that starts at 4am or 5am defending on the category of
hotels and areas to be cleaned or during the night shift or graveyard
shift. The housekeeping department has round-the-clock responsibility
for keeping the public spaces, spotlessly clean and in good repair

i.) How are guests’ complaints/requests handled?

 If the guest have any request or complains the room attendant will
address the problem or request to the department that will do the job.

j.) What are the different forms used and describe their functions?
 Room status slip – an information given by the housekeeping staff to the
front office regarding the status of a certain room.
 Pre-operational check – a form used for checking equipment based on
standards
 Room checklist – a form used for checking amenities and other assigned
areas based on standards
 Room attendant’s report – a report given by the housekeeping staff
indicating the daily room status of all rooms.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER They have hard working They don’t have enough
employees to do the entire Room attendants for the
task. hotel rooms. And the head of
the department don’t
distribute the people well.
WORK They work as a team and There employees don’t have
ATMOSPHERE/INTERPERSONAL have good working that close bond on each other
 RELATIONS relationship with each other
USE OF MATERIALS They can’t properly supervise
RESOURCES the inflow and outflow of
supplies.
FACILITIES They improvises They don’t have enough
facilities to perform the task
SANITATION PROCEDURES When they do dirty work they They don’t have enough
AND PRACTICES sanitize their hand before reminders on sanitation.
and after.
CONTROL MEASURES AND
OPERATIONAL PROCEDURES

D. Recommendations / Justification

We think they should have hired additional employee for the housekeeping

department to have a faster and quality service for the guest and they should know

how to distribute their manpower because it is one of the problem in this department.

SALES & MARKETING DEPARTMENT

A, Organizational Set-up
B. Operational System & Procedures
Describe in details, the operational procedures

a. What are the functions of each sections identified in your org. chart of
S & M department?
 As the Director of Sales & Marketing you will have to give
the direction to the daily operations of your sales department.
In this position your duties will be to focus on your company’s
strategic goals as the departmental in charge. You will be
responsible to report to the Company President /CEO.
 A sales secretary is someone who provides clerical duties for
a sales team. Sales secretaries file reports, type invoices,
forward phone calls, reply to emails and handle customer
inquiries. Occasionally, they will assist in making a sale, or
follow up with clients to make sure the product or service sold
has been delivered as promised.
 Sales executives sell their company’s goods and services.
Their customers may be businesses, governmental
organizations or individuals. Their role is to approach potential
customers with the aim of winning new business. Many sales
executives are also responsible for making repeat sales to their
employer’s existing customers.

b. What sales techniques are used by marketing/account executive during

sales calls?
 They up sell rooms that have higher value to the guest. They
also tell the guest if there is any discount or promo that is going
on the hotel.
 c. How FIT sales, group sales, and convention sales are are handled?
 They gave sales package for group travelers and guest that will
stay longer in the hotels.

d. What are the marketing aids/promotional gimmicks used?

 A web-site that is designed or created for the hotel, allows the
customer or the client to read and view all information needed
about the hotel. They also print logos to all their amenities.
They also used brochures to promote the hotel.
e. How do they advertise the establishment?
 They advertise the establishment through online website, TV
ads, Newspaper ads, brochures and tarpaulins

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER They have enough employee and Emergency absent
multi-tasking people
WORK Have good working condition to
ATMOSPHERE/INTERPERSONAL each other
RELATIONS
USE OF MATERIALS RESOURCES
FACILITIES Complete facilities Not enough space, the close is so
crowded
SANITATION PROCEDURES AND
PRACTICES
CONTROL MEASURES AND
OPERATIONAL PROCEDURES

D. Recommendations / Justification
We would recommend that they must have a bigger office. When we are
in there office it is quite small for them. I also want to add to clean their office
regularly.

ACCOUNTING DEPARTMENT

A. Organizational Set-up
 Chief Accountant

General Accountant Income Audit Account Payable/

Accounting Staff

B.) Operational System & Procedures

a.) What are the functions of each sections identified in your org. chart of accounting
department?

 Chief Accountant Head of Department which is responsible on his

department for performing the analytical works, decision making,
reviewed and approved based on report of each section. Also performs
the Revenue and Expense report and Prepares the Budget plan & Capital
fulfillment plan.

 General Accountant Generates the Balance sheet/Profit and loses, initially

performs the Financial Statement and Identify the types of assets and
create assets in master data and performs GL accounts, JV entry and
make necessary correction.

 Income Audit Fetches the sales data using Guest Folio,

Segmentation, copy of contract and other form needed. Fetches the daily
sales of restaurant using receipt then check their income. Randomly
checks the hard copy sales data versus on master data system. Perform
the checking of CPOV/Safekeeping/Card Verification, Authorization, and
Incidental deposit. Prepare income audit finding for the transaction
unrecognized and unnecessary. Prepare Income Sales Report.

 Account Payable /Accounting Staff Receives the PO, invoices and other
supporting documents from MCD/other department and from suppliers.
Verifies that invoice is inputted by Purchasing/other department.
Prepares working papers and request for payment. Input the data on
 master system for recognized the expense. Responsible to transmittal the
document in head office for check preparation and release. Monitor the
payables with corresponding action for due accounts. Perform the billing
advice on tenant or suppliers. Set up a new utilities account on master
data.

b.) What is the working relationship between the FO cashiers and the auditors?
 FO cashiers who input the income and expense of the guest/ function on which
the Income Audit randomly check the data for finalized the report

c.) How do cashiers manage conversion of currency and safe deposit boxes?

 Cashier Officer & Income Audit check every day the FO cashiers report or Daily
Cashiers Report including the cash/credit accounts when deposit on safety
boxes. Income Audit will perform the findings.

d.) How room and restaurant charges posted to guest folios?

 FO are responsible to post the final charges on master data (system), so
restaurant need to surrender the charge slip or receipt sign by the guest or the
approved signor (for event) to recognized the charges. Sales Coordinator input
the initial charges for the function or event of a contract which already
recognized of FO.

e.) What are the different forms used and describe their functions?
 Accounts Payable
o Request for Payment = to recognized the SOA, invoices of said
payable
o Goods Receipt Form = generated form from master data where
goods is recognized.
o Vendor Accounts Form = to set up new utilities account

o General Accounting= journal Voucher Form for the necessary

adjustment

o Income Audit
-Audit Findings Form = for transaction unrecognized and
unnecessary.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER They have enough employee and Emergency absent
multi-tasking people
 WORK Have a harmonious relationship
ATMOSPHERE/INTERPERSONAL with each other
RELATIONS
USE OF MATERIALS RESOURCES
FACILITIES Complete facilities Not enough space
SANITATION PROCEDURES AND
PRACTICES
CONTROL MEASURES AND
OPERATIONAL PROCEDURES

D. Recommendations / Justification
We recommend the department to have a bigger office and have a reliever every

time there is any absent in the employee, because if there have a bigger office it will

make their work better and they can move easily.

HUMAN RESOURCE DEPARTMENT

A, Organizational Set-up
B. Operational System & Procedures
Describe in details, the operational procedures

a. What are the functions of each sections identified in your org. chart of
HRD department?

 Human Resource Manager is the one who approves the

final appointments.
 A human resource secretary is responsible for assisting
human resources directors and managers. 
 The Training Manager is in charge of handling the training
programs of the newly hired employee and assisting the
trainees from different schools and institution to their work
place.
 Responsible for external & internal recruitment
 Calculates employees' salaries, compensation, and tax
withholding…
 Administrates employees' paperwork, monitors attendance…
 Maintains good relations with Labor Unions
 Ensures employees' safety and working conditions

b. What tests are given?

 They give written exam and interview to their applicants.

c. Who approves final appointments?

  The human resources manager is the one who approve the
final appointment.

d. What are the policies on the following: tardiness, absences, schedule
transfers, identification, removal of hotel properties, employee rating,
employee meals, etc…
 If the hotel employee is late he or she should still accomplish
the 8 yrs of work. The employee wages depend on if he or she
is hired by the company or agency. And for the employees meal
they sign on logbook to check the amount to be deducted to
their salary.
e. What are the company policies on wages? Job description and
specification? Fringe Benefits? Motivational Schemes? Incentive
Schemes?
 Every 15 days they will have their wages and they will have
incentive if the hotel exceeded the quota for the guest. If
they work on holidays there is no double payment but they
can have under time next week or it depends on how you
will use it.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES
MANPOWER They have enough employee and They just accept employee even
multi-tasking people it is not needed,
Emergency absent
WORK they have a friendly relations
ATMOSPHERE/INTERPERSONAL among the employees
RELATIONS
USE OF MATERIALS RESOURCES
FACILITIES Complete facilities
SANITATION PROCEDURES AND
PRACTICES
CONTROL MEASURES AND
OPERATIONAL PROCEDURES

D. Recommendations / Justification
The HR Department employees should handle student trainees the same
treatment as their co-worker, as well as to have good training etiquette for the
employees towards the student trainees.

ENGINEERING DEPARTMENT

A, Organizational Set-up
B. Operational System & Procedures
Describe in details, the operational procedures

a. What are the functions operational procedures of each section

identified in your org. chart of engineering department?
 The maintenance of the building, rooms, Audio visual regards to
the facilities of the hotels.

b. What are the responsibilities of the department?

 They maintain the facilities of the hotels in good working
conditioned.

c. What is the difference between a preventive maintenance program,

and emergency maintenance? How do they handle these two
maintenance programs?
 Preventive Maintenance is maintenance you perform on the
hotel before a problem exists. Preventive maintenance consists
of cleaning, inspecting, lubricating, adjusting and servicing the
place. And Emergency Maintenance – Maintenance and / or
repairs required when you least expect it due to component,
system or mechanical failure

d. How is coordination done with the different departments on repairs

and maintenance?
  They have radio and telephone coordination.

 For major repairs all managers will have a meeting about the

problem. And for minor repairs they don’t have any meeting to

that.

e. How are guest complaints on defective equipment, furniture or fixtures

acted on?

 The guest complains will go to the front office and

housekeeping and after they have the complete details about

the problem they will address it to the engineering department.

 After the complain are address to them, they go to the place to

check and repair the defective equipment and after they fixed it

they report to the department that it’s already fixed.

f. What are the different forms used and describe their functions?

 The activities of the engineering department are all base and

recorded on their Logbook.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER They have multi-tasking Lack of man power, imagine 9
employee floors with 18 rooms each, then
 workers are only six.
WORK Fluent work performance, they
ATMOSPHERE/INTERPERSONAL stated that if you see your job
RELATIONS easy, nothing is hard for them.
USE OF MATERIALS RESOURCES the hotel is under Robinsons land  It takes 2-3 months before it
and corporation, so if we need arrives here in our hotel so if we
our materials we must make PR need it as soon as possible we
request and it will go directly to have to order it in advance.
the main office at Ortigas to be
approved then it will be delivered
here in our hotel
FACILITIES We have our heat pump for the
water supply of the entire hotel;
we have generators that can load
100% of electricity for the entire
hotel. Complete facilities
SANITATION PROCEDURES AND
PRACTICES
CONTROL MEASURES AND engineering head controls the The hotel is on its development
OPERATIONAL PROCEDURES work atmosphere of his workers stage so they don’t have yet
well control measures.
D. Recommendations / Justification

They need to work out the number of their manpower, six individuals/workers is
obviously insufficient for the entire hotel.

SECURITY DEPARTMENT
B. Operational System & Procedures
Describe in details, the operational procedures
 a. What are the functions operational procedures of each section
identified in your org. chart of security department?
 They monitor and identify hazard problem.
 They report to the superior if they identified any hazard
problem that can harm people.
b. What are the responsibilities of the department
 The responsibility of this department is to ensure the safety and
security of the people and premises.
 Protects the life and property of hotel
 Loss prevention & Accident Prevention

c. What different security measures are employed to ensure adequate

protection of life and property?
 Make a recommendation to the management about any hazard
notice.

C. Analysis (identify strengths and weaknesses)

ANALYSIS STRENGTHS WEAKNESSES

MANPOWER They have enough people Emergency leave of employee on
We have 4 reliever duty
WORK They have good relationship but
ATMOSPHERE/INTERPERSONAL they also have a boundary or
RELATIONS limitation to that
USE OF MATERIALS RESOURCES The Summit ridge hotel security
provider are the one who gave
their resources and supplies
FACILITIES They have complete facilities to confidential
secure the place
SANITATION PROCEDURES AND
PRACTICES
CONTROL MEASURES AND We are having 2 assemblies, one The security head leaves at 6pm
OPERATIONAL PROCEDURES at day time and at noon, security so he cannot be able to monitor
head makes sure that guards are night shift guards.
complete in uniforms and ready
to work. 

D. Recommendations / Justification
They have to hire a night shift security head to monitor guards at their
shifts at night, because maybe some of the guards might be sleeping on the rest
of their working hours. Also to avoid security guards lousiness at night.
 [Link]
 This report is focused on the overall performance of the hotel. The research also aimed

to identify how each department contributes ideas for the sake of good service to their

guest. And after doing the report we discovered that every department is very

important in a establishment especially in a hotel. Like housekeeping department, we all

know that housekeeping department can be considered the glue that keeps everything

together. Without a strong housekeeping staff, guests wouldn't have clean rooms to

check in or return to.

Every department has their own responsibility. And one of their responsibility is to know

how many employees and how to choose the right employee. Hiring the right employee

is a challenging process. Hiring the wrong employee is expensive, costly to your work

environment, and time consuming. Hiring the right employee, on the other hand, pays

you back in employee productivity, a successful employment relationship, and a positive

impact on your total work environment.

The group concluded that giving a “good service” to the guest is the most important

one. Because always remember that they are the one who is paying our service so we

should pay them back by giving them our best when it comes to good service.

IV. BIBLIOGRAPHY
[Link]
 [Link]
[Link]
[Link]

Summit Ridge Tagaytay is established in 2009 under JG Summit Holdings, Inc. It is known to be
the first Summit Hotel property under the company’s growing Summit Hotels and Resorts
portfolio with sister hotels located in Cebu, Tacloban, Quezon City, and Greenhills.
[Link]
of-the-hill/
Robinsons Land Corporation (RLC) – the divisions and departments

There are obviously many divisions within Robinsons Land Corporation

(RLC) because after all, RLC does not just deal with one type of property

development. In fact, there are numerous departments involved and these are

the following: Residential Buildings Division (RBD), Office Buildings Division

(OBD), Commercial Centers Division (CCD) and now, Robinsons Hotels and

Resorts (RHR). Lastly,

the Robinsons Hotels and Resorts (RHR) division handles the properties related

to hotels and resorts. Currently, this division has three brand segments namely:

Intercontinental Hotels Group, Summit Hotels and GO Hotels. The

Intercontinental Hotels Group is a tie-up between Robinsons Land Corporation –

Robinsons Hotels and Resorts as well the world-renowned Intercontinental

Hotels Group (IHG) and this relationship brings two powerful organizations

together in such a great tie-up. In this agreement, Robinsons Hotels and Resorts

will be primarily responsible for managing two IHG hotels in the Philippines and

these are Crowne Plaza Manila Galleria Hotel as well as the Holiday Inn Manila

Galleria. Second, there is the Summit Hotels brand and there are currently two

hotels that are operational, which are Summit Circle Cebu and Summit Ridge

Tagaytay. In addition, a third hotel named Summit Hotel Magnolia (located

beside Robinsons Magnolia) will be launched in the latter part of year 2014.

Lastly, there is GO HOTELS - the budget and low-cost hotel brand of RHR,

which currently has seven (7) hotels, located in Mandaluyong, Puerto Princesa

(Palawan), Dumaguete, Tacloban, Bacolod, Otis Manila and Iloilo. Furthermore,

52
three (3) more locations are coming before the end of year 2014 and these are

the branches located in Ortigas, Butuan and Davao.

Summit Ridge Hotel gives you the best view of Taal Volcano and lets you experience the
coldest spot in Tagaytay City. Opened June 2009, all of its guest rooms and suites face
the panoramic scene of Taal. Summit Ridge Hotel and Promenade features within it
several shopping, dining, and recreational facilities which include a swimming pool, a
gym, and an indoor badminton/basketball court. Truffles Bar and Cafe is the perfect
venue to unwind as guests enjoy local and international cuisine amidst a refreshing
ambience. Summit Ridge is also an ideal venue for meetings and banquets with its best-
in-class facilities. Summit Ridge Hotel and Promenade is a property owned and
managed by Robinsons Land Corporation under its Hotels Division. Robinsons Land
Corporation owns three hotels: IHG-managed Crowne Plaza Galleria and Holiday Inn
Galleria hotels in the Ortigas business district, and the RLC-managed Cebu Midtown
Hotel. Summit Ridge Hotel is the fourth addition to its portfolio.

DESCRIPTION / SERVICES
Summit Ridge Hotel gives you the best view of Taal Volcano and lets you experience the coldest spot
in Tagaytay City. Opened June 2009, all of its guest rooms and suites face the panoramic scene of
Taal. Summit Ridge Hotel and Promenade features within it several shopping, dining, and recreational
facilities which include a swimming pool, a gym, and an indoor badminton/basketball court. Truffles
Bar and Cafe is the perfect venue to unwind as guests enjoy local and international cuisine amidst a
refreshing ambience. Summit Ridge is also an ideal venue for meetings and banquets with its best-in-
class facilities.

FACILITIES & AMENITIES:

Ballrooms
Raintree A, B, C
Capacity: 240 (A), 150 (B or C), 400-500 (combined)

Function Rooms
Chestnut, Hazelnut, Walnut
Capacity: 30-35 (per room), 100 (combined)

Training Rooms
Oak, Birch
Capacity: 75 (Oak), 35 (Birch), 110 (combined)

Summit Learning Center

Capacity: 140

Sky Lounge
Capacity: 120

Event Lawn
Capacity: 300

Recreational Facilities
Swimming Pool
Gym
Basketball / Badminton Court
Annie's
Annie's restaurant serves buffet breakfast and a la carte meals for lunch and dinner. Reserve a table
for an intimate dinner inside the restaurant, or dine in the alfresco area to take in Tagaytay's natural
beauty.

Massage
Get the pampering you deserve. Arrange an in-room massage with one of our trusted spa partners.

Golf
Show off your golf skills. You may arrange a game at one of the city's most picturesque golf courses
through our front desk.
[Link]
RLC President and CEO Frederick D. Go, RHR Senior Vice President and Business Unit
General Manager Arthur Gindap, and Summit Hotel Greenhills General Manager Katrina
Lardizabal. [Link]
hotel-greenhills-20191030

With the right hospitable atmosphere and a very accommodating team, Robinsons
Hotels and Resorts moves with the guest’s utmost comfort and convenience in mind.
Encompassing detail-oriented service in front of and behind the scenes, they count the
guests’ smiles as an indication of a job well done. [Link]
us/robinsons-hotels-resorts

[Link]
takes-robinsons-hotels-resorts-summit-success