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OJT Experience at Heritage Hotel Manila

The training report summarizes the student's one month internship at The Heritage Hotel - Manila. It discusses what was learned about the hotel's operations and culture of teamwork across departments. It also provides detailed descriptions of the daily tasks and routines performed during rotations in the Housekeeping, IT, and HR Departments. The student felt lucky for the learning experience and to witness the high standards of service at this internationally renowned hotel.

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Allen Felipe Verde
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76 views5 pages

OJT Experience at Heritage Hotel Manila

The training report summarizes the student's one month internship at The Heritage Hotel - Manila. It discusses what was learned about the hotel's operations and culture of teamwork across departments. It also provides detailed descriptions of the daily tasks and routines performed during rotations in the Housekeeping, IT, and HR Departments. The student felt lucky for the learning experience and to witness the high standards of service at this internationally renowned hotel.

Uploaded by

Allen Felipe Verde
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Training Report

submitted to

The Heritage Hotel – Manila

Submitted by:

Allen F. Verde

BSHM

Cavite State University – Imus Campus


PART 1 – What have I learned about The Heritage Hotel – Manila

I have taken my OJT at The Heritage Hotel – Manila for 1 month, specifically at the

Housekeeping Department. In that 1 month, I have learned that a hotel won’t work with just one

department, it should be a collective work done by different departments so it will run smoothly.

For example, there won’t be employees working for the hotel if it weren’t for the hiring works

done by the HR Department. There will be no clean rooms and facilities if it was not done by the

Housekeeping Department. Also, some technical aspects of the hotel like computer setups will

be done by the IT Department. And there will be no food served for the customers as well as the

employees if there was no F&B Department.

Since The Heritage Hotel – Manila is an internationally known hotel, employees should

be of the top tier. I have experienced working on 3 departments, and I can say that the employees

are working on an international level, and they are all very well accommodating to the

practicumers. They are very willing to teach us, as if we are all training to be part of the hotel

one day. Standard procedures are well executed, and it was also reflected to the student doing

their OJT here. I was lucky enough that I had experienced this because I can say that I have

learned a lot, and not just a lot, but the standard level of skills that can be used internationally.

I CAN PROUDLY SAY THAT I AM VERY LUCKY THAT I AM ONE OF THE

STUDENTS THAT PASSED MY OJT HERE AT THE HERITAGE HOTEL – MANILA.


PART 2 – What have I learned about the Housekeeping Department (February 7 – March 8)

I have learned a lot of things during my practicum at The Heritage Hotel – Manila,

specifically on Housekeeping Department, from HK Office down to different types of hotel

room. Let us start at Linen Department, where you will first get your uniform. After getting your

uniform, you will go to the HK office. This is where you will go for your time in, and do not

forget to greet everyone “good morning” as sign of courtesy. After you have time in, you will

check your floor assignment, and the rooms you will be cleaning. After that, you will now go

back to the Linen Department, where you will get all the linens you will need in cleaning the

rooms, as well as condiments and other complimentary items that you will refill in the rooms.

You will now go to your floor assignment, and there, you will be called by the Floor Supervisor,

and will have a short briefing. In this briefing, upcoming events, status of rooms, as well as the

number of occupied and vacant rooms will be discussed. Work for the whole day will be planned

here. After the briefing, you can now start on your room assignments. We will arrange our carts

that we will be using in every rooms. Vacant rooms should be the first one to be cleaned. Check

first the vault, so you will know if there was an item that the previous guest left. After that, you

can now remove all the linens, like the towels at the CR, bedsheets and pillowcases, and change

it with the new one. After changing the linens, you can now start the dusting of furniture, and

then wiping of walls, and vacuuming the room’s carpet. You will also check the kitchen and mini

ref. Using the checklist, you will check what are the items consumed by the guest, and of course,

you will replenish it. Last will be the cleaning of the room’s CR. First thing that you will do here

is to clean the kitchen wares inside. After that, you must clean and scrub the lavatory. Next, you

will need to clean and scrub the bathtub. You will also need to clean and scrub the toilet bowl.
After that, you will replenish the stocks inside the CR, like the soap, shampoo, conditioner, and

the tissue. Final will be the mopping of CR floor and emptying the CR trash can. All the

collected dirty linens will be brought to the linen department again for laundering. Also, upon

exiting the cleaned room, you will also need to clean the common area and the hallways. You

can do the dusting, walling and vacuuming of the carpets. After that, you will clean your cart,

replenish it so that the next R.A. who will use it will not have a hard time. All of that will be

done to your assigned rooms. You will call the floor supervisor so that he can check what you

have done to your assigned rooms. And when everything is done, you can now say goodbye to

the floor supervisor.

You will go back to the HK Office, time out of duty, and you will return your used

uniform to the linen department again.

PART 2 – What have I learned about the IT Department (February 6)

In my 2nd day of practicum at HR Department, IT department called HRD and asked for

one practicumer to help them on their department. I was the only practicumer at HRD that time,

so I was the one sent to IT Department to help them out. I know nothing about IT, but I was still

able to help them. I assisted them on installing monitors at finance department, as well as

assisted on wirings. After that, we returned to the IT Department, and they asked me to help

them organize some keyboards and mouse. When I have done my errands at IT Department, I

was sent back to HRD.


PART 3 – What have I learned about the HR Department (February 5 – February 6)

Before I was assigned to the Housekeeping Department, my first 2 days of practicum was

on the HR Department. Ash taught us the daily routine that needs to be done. You need to be at

the HRD as early as 7:30 AM, to get the breakfast of employees and put it on their tables. After

that, you need to empty the trash bins and clean up the department from some clutters. We are

also assigned to organize some of the files at HRD, which also came from other departments. In

this department, it was my first time to open and operate both Photocopier and Paper Shredder.

Also, since this is the HRD, we were taught on how to answer phone calls that comes from other

departments. When there are some papers from the HRD that needs to be sent to other

departments, we are the ones who will send it. We are also told to update the bulletin board.

Common questions

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Experience across different departments provided students with a comprehensive understanding of hotel operations by exposing them to the various functions that contribute to a hotel's success. Interaction with housekeeping, IT, and HR tasks allowed them to understand how operational details and service excellence interconnect. Students learned about maintaining cleanliness and service standards, the technological backbone facilitated by IT, and HR's role in managing employee needs, all essential components in providing a seamless guest experience .

The practical training at The Heritage Hotel – Manila provided students with exposure to real-world applications of hospitality services. Students learned about the interconnectedness of hotel departments, improving their understanding of hospitality management beyond theoretical knowledge. Working alongside experienced staff, they developed skills applicable to international hospitality standards and gained first-hand knowledge of hotel operations, including housekeeping procedures, IT support, and HR functions. This experience prepares them for future roles in the hospitality industry .

Challenges in managing multiple departments include maintaining effective communication and coordination, ensuring department-specific standards are met, and integrating diverse functions towards common goals. At The Heritage Hotel – Manila, these challenges are addressed through structured SOPs, regular inter-departmental communications, and practical training that allows for integrated learning across departments. Cross-training of staff and engaging practicum students in multifaceted roles help build a cohesive team that understands the holistic nature of hotel operations .

The process of room turnover is critical to the hotel's reputation and customer satisfaction because it directly impacts the guest experience. Cleanliness and order in rooms are foundational to hospitality standards, and the Housekeeping Department's role in ensuring rooms are spotless and well-stocked reinforces the hotel's international reputation. Timely and efficient room turnover can enhance a guest's stay, leading to positive reviews, repeat business, and an established reputation for excellence .

Standard operating procedures (SOPs) in hotel management are crucial for ensuring consistency, quality, and efficiency in service delivery. At The Heritage Hotel – Manila, SOPs guide practicum students and staff in executing tasks to an international standard. This consistency is reflected in the systematic approach to housekeeping, IT support, and HR duties, allowing the hotel to maintain a seamless operation across departments and guarantee a high level of service to guests .

Students in the IT Department at The Heritage Hotel – Manila gained practical experience in installing computer monitors and assisting with wiring in the finance department, as well as organizing equipment like keyboards and mice. These tasks provided them with insight into the technical operations behind hotel management, highlighting the importance of IT support in maintaining hotel infrastructure .

Coordination between the IT and HR departments at The Heritage Hotel – Manila illustrates effective collaboration by showing how departments rely on each other's expertise. When the IT Department needed assistance with installing monitors in the Finance Department, they coordinated with HR to allocate practical students for help. This cooperation allowed tasks to be completed efficiently and provided students with practical IT experience, demonstrating how cross-departmental support enhances hotel functionality and employee development .

Key responsibilities of the Housekeeping Department at The Heritage Hotel – Manila include cleaning and preparing hotel rooms, replenishing linen, and stocking amenities like soap and towels. They follow standard procedures such as checking the vault for left items, changing linens, dusting, cleaning bathrooms, and checking and restocking the minibar and kitchen. They also ensure common areas and hallways are cleaned. Housekeepers prepare and maintain their carts for future use and report to the Floor Supervisor for room inspection and feedback .

Different departments within The Heritage Hotel – Manila contribute to maintaining high standards by working collaboratively. The HR Department is responsible for hiring employees who meet the hotel's international standards. The Housekeeping Department ensures rooms and facilities are clean and adequately stocked with necessary items. The IT Department manages technical aspects like computer setup and installations, ensuring smooth operations. The F&B Department provides food services for both guests and employees. Each department performs specific roles that contribute to an overall top-tier service experience .

Primary tasks in the HR Department include organizing employee meals, maintaining cleanliness, managing files, operating office equipment like photocopiers and shredders, handling inter-departmental communications, and updating bulletin boards. These tasks support hotel operations by ensuring employees' needs are met, documents are organized, and information is communicated effectively, thereby contributing to a smooth and efficient workplace environment .

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