On-the-Job Training at Kapis Mansions

KAPIS MANSIONS
Banica Road, Roxas City, Capiz

Filamer Christian University
Roxas Avenue, Roxas City, Capiz

In partial fulfillment of the requirements in the subject
Internship I

Submitted to:
Mr. Nino G. Bolano, MBA
HRM Practicum Coordinator

Submitted by:
Anisco, Ma. Christine A.
Denoya, Kevin
Porter, Dareel L.
Villaruz, JC Loyz V.
BSHRM 2-B

PREFACE On the Job Training is one method by which college students is given a chance to apply what they have learned from the school. Colleges and universities require their students to undergo such training within a specific number of hours as part of the curriculum.
It seems that we an HRM student expected to learn new things outside our school. It’s great that we must study more in order to learn, and also we know that the hotel where we performed our OJT is a competitive one. For us students, our internship program provides opportunities to experience the actual methodologies of our specific job using the real tools or equipments and documents. In effect, our workplace serves a development venue for us, a trainee to learn more about our chosen field and practice what we have learned from our school. As trainees, we should take our internship seriously as it becomes an instrument from being students to be career professionals someday. Theory is not enough for us to become a successful one someday. Not only in the field of Hospitality, but also in other fields. Learning is through experience.

ACKNOWLEDGEMENT We would never have been able to finish our practicum without the Almighty God who has given us all these opportunities. Through the guidance of our professors, management of Kapis Mansions, help from friends, and support from our family. Our grateful thanks to the management of Kapis Mansions, to its owner, Mr. Joaquin Dumagpi; to Mrs. Donna Arbolado, Human Resource Officer who let us to conduct our internship for almost four weeks is very great indeed. We would like to thank Dr. Bugs Baguio for guiding us while we are assigned to the Kitchen, to Chef Geovanni for letting us to learn some cooking stuffs. We would also like to thank the Banquet Captain Mr. Richard helping and allowing us to develop our skills in serving the guests. Not to forget, our great appreciation goes to the rest of Kapis Mansions staff that help us during the internship. Our deepest gratitude to our internship coordinator, Mr. Nino G. Bolano, MBA for his supervision; patience and support that he gave truly help the progression of the internship program. We would like also to thank our classmates and co-interns who really brought us together to appreciate the true value of friendship and respect of each other. Finally, to our family who always been supporting us and encouraging us with their best wishes through thick and thin.
TABLE OF CONTENTS

Preface i
Acknowledgement ii
Chapter 1 Introduction 1 * Company Profile 1 * Company House Rules 2
Chapter 2 Food and Beverage Department 4 * Kitchen 4 *
Chapter 3 Analysis of Strengths and Weaknesses
Chapter 4 Recommendation
Chapter 5 Conclusion
Appendix A Forms used in the Operation
Appendix B Lay-out
Appendix C Pictures

Bibliography

Chapter 1
INTRODUCTION
* Company Profile
Mansions have always been romanticized as homes of the landed aristocracy. Beyond their impressive facades, a grand entrance, enormous chandeliers, spacious and elegant rooms, and opulent furnishings only add to the grandeur of these imposing structures. Portraits of family members and their ancestors line the walls; and walking down hallways and through the rooms, one can almost imagine people in their finest clothes, speaking in very flowery prose. This is an age which has become the subject of much literature. Even the most contemporary of novels feature mansions when authors want to use a setting that speaks of old-world elegance and splendor.
Kapis Mansions hope to honor these stately structures by combining their classic styles with today’s modern comforts. We offer a variety of accommodations including The Family Suite, The Presidential Suite and The Deluxe rooms. In these rooms, you will feel the old-style opulence that aristocrats have enjoyed in the past, but still enjoy modern conveniences like internet connectivity, cable television, hot and cold water, and other services. To tie it all up, our staff are trained to make your stay as convenient and as stress-free as possible.
Come visit Kapis Mansions and experience manor living!

* Company Policies, Rules and Regulations
REGISTRATION
1. All guests must register at the front desk.
2. Only registered guests are allowed to stay in the room.
CHECK IN & CHECK OUT TIME
1. Check in time 2:00 PM
2. Check out time 12:00 NN
3. Room keys must be left at the front desk when leaving the hotel premises. Lost keys will be charged Php 280.00
4. Front desk must be informed of any charges in reservation schedule 24 hours before check out time.
CHARGES & SETTLEMENT OF BILLS
1. Any damage or loss of properties in the room will be charged accordingly.
2. Bills should be settled upon check out.
SECURITY
1. The management will not assume responsibility for any loss valuable items, unless declared and deposited to the front office.
2. The management has the right to check room at any time.

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PROHIBITIONS
1. Any illicit or immoral acts such as prostitution, use and trafficking of illegal drugs and the likes in the guest room/hotel premises is prohibited and will be reported to the authorities.
2. Fire arms and deadly weapons are not allowed in the guest rooms. It must be deposited with the front desk.
3. No pets allowed inside hotel premises.
4. Smoking is strictly prohibited.
5. Bringing alcoholic beverages from outside hotel premises is not allowed.

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Chapter 2
FOOD AND BEVERAGE DEPARTMENT
Food and Beverage Department is responsible to give the customer satisfaction regarding the food taste and quality service to all customers. Without F&B Department, the hotel would be nothing. It is the responsibility of the Food and Beverage Department to give the customer satisfaction regarding the food taste and quality services. The Food and Beverage Department attends to the customer’s queries and requirement. It must be done courteously and efficiently establish standards. All beverages and food must be in good taste and of quality of service to ensure customers satisfaction.

2.1 KITCHEN Hotel’s kitchen has directs and organizes the activities of food and beverage department to maintain high standards of food and beverage quality, service and merchandising to maximize profits. It implements effective control of food, beverage and labor costs among all departments. Kitchen staffs exceed guests’ expectations in the quality and quantity of food, its presentation, and taste and portion size. The kitchen operates in accordance with company policy and strives to achieve desired financial results. 4
Procedure of preparing meals
Washing hands- Our hands are one of the main way germs are spread, so it’s important to wash them thoroughly with soap and warm water before cooking, after touching the bin, going to the toilet, and after touching raw food.
Raw meat, including poultry, can contain harmful bacteria that can spread easily to anything it touches. This includes other food, worktops, tables, chopping boards and knives.
“Lots of people think they should wash raw chicken, but there's no need," says food hygiene expert Adam Hardgrave. "Any germs on it will be killed if you cook it thoroughly. In fact, if you do wash chicken, you could splash germs on to the sink, worktop, dishes or anything else nearby.”
Take particular care to keep raw food away from ready-to-eat foods such as bread, salad and fruit. These foods won’t be cooked before you eat them so any germs that get on to them won’t be killed.
Cooking- Cooking food at the right temperature will ensure that any harmful bacteria are killed. Check that food is piping hot throughout before you eat it.
When cooking burgers, sausages, chicken and pork, cut into the middle to check that the meat is no longer pink, that any juices run clear and that it’s piping hot (steam is coming out).
When cooking a whole chicken or other bird, pierce the thickest part of the leg (between the drumstick and the thigh) to check that there is no pink meat and that the juices are no longer pink or red. Pork joints and rolled joints shouldn’t be eaten pink or rare. To check when these types of joint are ready to eat, put a skewer into the centre of the meat and check that there is no pink meat and the juices are no longer pink or red.
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It’s safe to serve steak and other whole cuts of beef and lamb rare (not cooked in the middle) or blue (seared on the outside) as long as they have been properly sealed (cooked quickly and at a high temperature on the outside only) to kill any bacteria on the meat’s surface. If you’ve cooked food that you’re not going to eat immediately, cool it at room temperature (ideally within one to two hours) and then store it in the fridge. Putting hot food in the fridge means it doesn't cool evenly, which can cause food poisoning.
Washing fruit and vegetables- It's advisable to wash fruit and vegetables under cold running water before you eat them. This helps to remove visible dirt as well as germs that may be on the surface of your fruit and vegetables.
Peeling or cooking fruit and vegetables can also remove these germs.
Never use washing-up liquid or other household cleaning products as they might not be safe for human consumption and you may accidentally leave some of the product on the food.

Cleaning up- Wash all worktops and chopping boards before and after cooking as they can be a source of cross-contamination.
The average kitchen chopping board has around 200% more fecal bacteria on it than the average toilet seat.
Damp sponges and cloths are the perfect place for bacteria to breed. Studies have shown the kitchen sponge to have the highest number of germs in the home. Wash and replace kitchen cloths, sponges and tea towels frequently.

Inventory of kitchen stocks

Stock in Inventory Order- Most large companies have a stock inventory form to be filled out each week. Organize your store shelving and storage compartments in the order in which they're listed on the inventory sheets. If paper goods come before seasonings on your list, shelve them in that manner. You inventory won't require running back and forth through the store anymore. If you are an independent store, organize your inventory form to reflect your storage situation.

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Know Your Store Heights- Become familiar with the storage sections for your paper goods and other similar items.
Know Your Mass Counts- Most paper products and many other items come packaged in sub packaging of their own. Memorize how many cups are in a sleeve, how many plates in a stack, and how many bags of mix in a case. Knowing these numbers will cut down your counting time considerably.
Consistency- One of the reasons for inventory is to help control costs. Inventory has to be as accurate as possible to do this. Take your inventory at the same time and on the same day every week for the most accurate counts. Consistency can turn inventory actions into habits, which can cut the time counting your product.

Procedure for requisition of stocks http://hotelmule.com/forum/viewthread.php?tid=752 http://hotelmule.com/forum/viewthread.php?tid=754 * All Food items pertaining to daily Kitchen operations * All kitchen requisitions are to be processed as per the policy as issued by the executive Chef * All food requisitions are to be completed at the end of each afternoon shift, or at the end of the day's business. And are to be submitted to Restaurant Manager for approval. And then delivered to Room Service who will forward the requisitions to the Executive Chefs Office at 09:00 Hrs the next day. * All food requisitions must be reviewed and approved by the Executive Chef, and will be then forwarded to the food store for Pick up. Pick up of these items can be done in the morning before 11:00 Hrs. * The stock that is ordered must comply with the par stock guidelines that have been set for each outlet and service bar. * There will be no issuing of stocks on Sundays, and therefore the stock levels that are ordered on Saturday, must also reflect what is needed for business on Sunday. * There will be no issuing of food store items after storeroom hours, for any outlet under any circumstances. * The kitchen is the only area that is permitted to obtain stock after hours, and only with the approval and in the presence of the Executive Chef or his designate. After hours or emergency issue of any food store item, must comply with the emergency storeroom issuing procedures as announced by the accounting department.

7 Sanitation practices and pest control system

Put in extra effort to clean hard-to-reach areas
- If possible, put heavy equipment on rollers to improve cleaning and inspection
- Continuously monitor all food areas for pest activity
- Clean floor drains and ventilation screens on a regular basis
- Seal gaps around pipes and fixtures to eliminate harborage
- Replace any cracked floor or wall tile
- Reduce moisture levels and eliminate standing water
- Employ good trash management practices
- Store all food products in pest-proof containers
- Eliminate clutter and reduce cardboard
- Keep soda dispensers clean and repair any leaking lines http://extension.entm.purdue.edu/schoolipm/1pmp/pmpsani.htm#2 2.2 DINING SERVICE Many commercial hotels, motels and similar lodging operations operate food and beverage facilities that are normally open to guests of the property and to the general public. Compared with other dining service, some hotel restaurants offer greater degrees of service sophistication. This necessitates additional food preparation and service skills and training. They usually are open from early morning until late at night and are frequently under-patronized by hotel guests tend to prefer to eat outside of the hotel at independent restaurants. Procedure of taking orders

Prepare your order pad. Some restaurants may have a pre-configured pad

http://www.ehow.com/how_5350625_order-restaurant.html#ixzz1xTA1XkeP http://www.hospitality-school.com/how-to-take-food-order-in-restaurant-sop 8 Procedure of serving food and beverage

https://www.imcea.org/cmce/chapter5.pdf

Duties and responsibilities of waiter, receptionist & cashier

Waiters

Food-service workers perform an important job that is always in demand. Waiters at restaurant have a responsibility to serve the costumers needs during the time that they are in restaurant. A waiter’s salary is typically made up of a small hourly rate of pay and costumers gratuity, so it is financially advantageous for a waiter to know how to properly serve to costumers.

Receptionists

A receptionist is an important part of any business or company. Receptionists have a variety of clerical duties in addition to running errands and supporting those working in other positions throughout the company. The receptionist must be able to prioritize work assignments and be involved in a variety of tasks while interacting with many people. And a receptionist is a person in an office administration and support position. Their work is usually performed at the front desk of an organization. In most cases, they are the first business contract that a person ill meet at an organization. Their primary responsibility is to greet incoming visitors and callers.

Cashier

A cashier takes the food check from the customer or waiter/waitress, double-checks the figures, rings up the amount on the cash register, and makes change. In some restaurants, the Cashier welcomes the customers, seats them at tables or in a lounge, gives them their menus, and makes sure they get fast service.

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* Equipments used in service

Our inventory of used food and beverage equipments is in quality and functionality. We supply use food processing equipment to use in the food, n\beverage and packaging industries. Some packaging industries include fruit and juice processing, dairy processing, food additive processing, brewery processing, meat processing, alcohol processing, dry processing. Every food and beverage industry requires reliable equipment to satisfy their customers demand. In the restaurant business especially, cooking requires top of the line equipment that can produce effective results. All equipment that is offered is high-quality and set at unbeatable prices.

http://www.basequipment.com/ http://www.foodservicewarehouse.com/equipment/c3040.aspx 11

2.3 BANQUET SERVICE
Most hotels provide banquet halls for parties, seminars and conferences. This is known as banquet department of the food and beverage division. Banquet department arranges and plans food and beverage services for different functions, held in the hotel. The booking of banquets for seminars, conferences, meetings and reception parties is handled by the sales department of the hotel. Hotels doing good catering business earn as much as 50 percent of their total food and beverage sales through catering.
Hotels also provide outdoor catering for wedding parties, receptions and other functions. Since this is a competitive business, the catering department of a hotel should have a sound employee base, which is highly efficient in abilities and knowledge. Good catering providers excel in sales, menu planning for the function, service of food and beverage, product knowledge and cost control. All of these require sound technical knowledge and skilful use of the hotel’s facilities and equipment.
People assigned in Banquet Service
Captain Waiter- Oversees the service of the restaurant and reports to the department heads.
Waiters & Waitresses- Greeting Customers, in some restaurants, there is a host or hostess to greet customers and take them to their tables. Other restaurants, however, require the waiter to greet and seat guests before serving them.
Offering and Serving Beverages and Appetizers, upon the arrival of a group of customers, the waiter should offer beverages and appetizers. The waiter should be knowledgeable about the various soft drinks, wines and spirits that the establishment offers, as well as the appetizers on the menu. The waiter places the orders and delivers the drinks and appetizers to the customers.
Taking and Serving Meal Orders, One of the waiter's main duties is taking and delivering food orders. The waiter must be able to discuss the daily specials as well as the restaurant's regular menu items.

Continued Service after the meal has been delivered, the waiter pays attention to the needs of the table, re-filling drinks, taking away soiled dishes and offering napkins or other amenities offered by the establishment.
The waiter totals the guest check and takes it the customer. He also accepts the payments when it is not done by the cashier and must be aware of the accepted payment form.

Services Offered
Buffet Style Service- is a self service serving style where the guests serve themselves.10
This style is a great method for feeding large numbers of people with minimal help. The dinner buffet is the most practical and congenial way in which to care for your guests. There can be many variations of the Buffet Service. It can be either country casual or semi formal.
Family Style Service- Family-style service is very casual. The name says it all it is simply the same way a family would dine. Some would even go as far to say it’s a southern way of dinning. Guests serve themselves and pass the dishes around.
Platted Service- This style of service is fast and efficient. All food is plated and prepared in the kitchen.

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Menu Choices
SHORT ORDERS
Appetizers
*Crispy Pata Php 348.00
*Chicken Wings Php 128.00
Lechon Kawali Php 180.00 Sizzling Sisig Php 148.00 Sizzling Boneless Bangus Php 108.00 Boneless Dilis Php 78.00 Special Peanuts Php 48.00 Palad Flakes Php 48.00 Dilis Php 48.00

Cold Drinks Iced Tea Php 30.00 Orange Juice Php 30.00 Pepsi Php 18.00
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Sprite Php 38.00 Coke (Regular) Php 38.00
Coke Zero Php 38.00

Alcoholic Drinks
San Mig Lights Php 40.00
San Mig Pale Pilsen Php 35.00
Gold Eagle Beer Php 30.00
Red Horse Php 40.00

Hot Beverages
Brewed Coffee Php 20.00
Hot Chocolate Php 25.00
Hot Tea Php 20.00

Sandwiches
*Pandeburger Php 78.00
*Chicken Burger Php 78.00
*Hotdog Sandwich Php 78.00
*Peanut butter & Jelly Sandwich Php 58.00 Egg Sandwich Php 58.00 Chicken Sandwich Php 68.00 Tuna Sandwich Php 68.00

Pasta *Seafood Pasta Php 98.00 Penne Alfredo Php 98.00 Penne Bolognese Php 98.00 Spaghetti Php 98.00 Carbonara w Php 98.00 Macaroni Salad Php 98.00

Short Orders (good for 4 persons)
* Pancit Sun Yat Sen Php 180.00
* Vegetable Egg Foo Yung Php 180.00
* Jap Chae Php 180.00
Bam E Php 160.00 Lomi (single serving) Php 58.00

(*) Specialty of the House 10% charge will be added to total bill upon using our air-conditioned hall. 20% charge will be added to total bill on room service.

Set-up Used in the Service

 Family style
 Station buffet
 Traditional buffet
 French and Russian service
 Plate service

Important Things Should Be Done or Perform Before the Function Starts.

 Check the venue and ready to use a equipment
 Check it all the utensils are complete and ready
 Check if the food and beverage are ready to serve
 Check if the waiters are enough to serve
 lastly, check if everything’s alright and on to start the function

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2.4 ROOM SERVICE If a guest has is in a room and would like to eat inside their room there is a menu card just right beside the phone so the guest is freely to choose from the wide variety of food selection that the hotel serves. They can call for room service any time they want and be delivered in their respective room’s they can use the phone that is provided in the room to call for room service.

Procedure followed for room service orders
Telephone will be answered by a waiter in courteous manner and process the guest's order according to the menu card, the waiter will then describe the selection of food & beverage in the menu item to guests by offering interesting, and vivid descriptions of the each item's, origin, taste, and preparation methods.
Communicate with guest and take their order including any special needs or requests to the kitchen using the hotel's point-of-sales system; check completed kitchen orders with the guest's original order; delivery of items to the guestroom will be delivered by a Room Service Servers in a timely manner to ensure proper food quality; properly and accurately close guest checks; record guest charges.
Anticipate guest needs, ascertain satisfaction, and offer suggestions, and respond urgently and appropriately to guest concerns and requests.
Coordinate amenity deliver by ensuring that all requests are received, filed, ordered from kitchen and delivered in a prompt and accurate fashion.

2.5 BAR SERVICE Hotel bars allow guest to relax while sipping on a cocktail after a hectic day. This opportunity to socialize for business or pleasure is advantageous for both guests and the hotel. Bars are an important revenue for the food and beverage departments.
Procedure followed for orders and serving of drinks
Greet the guest/s.
Make sure you understand the drinks order.
If you cannot hear what customers are saying, ask them politely to repeat their orders.
After you have taken the order, repeat it to the guest to make sure that is correct.
Write the order down on an order pad. If there is a group of guests, write the orders down in the correct order; for example, starting the guest to the guest’s left and ending with the guest.14
This is so that you can remember who ordered which drink can when you need to serve them. Make sure that the order has received the drinks order.
Collect the drinks as soon as the order has finished preparing.
Do not keep the guest/s waiting.
Procedure followed for mixing cocktails
Select and prepare the appropriate glass.
Properly mix the cocktail using an appropriate recipe.
Finish the cocktail and garnish.
Equipment or tools found in the bar
 Bar refrigerator
 Bar sinks, under bar fixtures
 Blender, mixer, shaker
 Glass washers, brushes and chemicals
 Glasses
 Beer equipment
 Brass rail and glass racks

The Inventory
Security-mark bottles- security-mark every bottle of liquor destined for the bar when it is received into the storeroom. This identifying mark, stamp or no removable label (place on the bottom or side of the bottle) proves that the bottle belongs to the operation.15
Backup liquor - on a typical busy night, one bottle of premium liquor and two to six bottles of well liquor is sufficient backup.
Accurate Records- distinguish clearly between unopened and opened when valuing inventory. Opened bottles measured to the nearest tenth of a bottle, using dipsticks or by weight.

Procedures in requesting the stocks Each outlet’s bartenders should remove all empty liquor bottles from the shelves at a specific time, usually at the end or the beginning of a shift. These empty bottles become the basis for, and the physical evidence of the liquor to be requisitioned. The bartender fills out a requisition form, be careful to enter the correct bin number (item number), item description and quantity required; then he or she sends the empty liquor bottles and the two-part requisition form to the beverage storeroom. The clerk fills out the requisition for either pickup or delivery. The requisition is then posted or charged outlet via the purchasing terminal. The clerk further checks that the empty bottles are equal in quantity and brand the requested bottles.

Where are the stocks being stored?
The hotel has two stock rooms. The first one is located near the kitchen wherein all dry and canned goods ingredients are stored. The other one is located near the employees’ exit; this is where the catering equipments and etc. are being stored.
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Chapter 3
ANALYSIS OF STREGTHS AND WEAKNESSES STRENGTHS Like every hotel Kapis Mansions has its own uniqueness for guests‘needs and satisfaction. They have different facilities that will meet the need of the guests such as swimming pool (includes Kiddie pool), Coffee Shop, spacious car park, Music Lounge, Fitness Gym, Internet Hub and spacious function rooms for conferences, seminars and meetings. They are equipped of new equipments and fine furnishings. The employees give respect to whom that is in the higher position. The management is managing with set standards. The resident manager also maintains closeness to his/her employees to develop team work to reach their goal. As of the F&B Department, they serve quality food and beverage to the guests. WEAKNESSES The first thing that we see in Kapis Mansions is the unfinished construction in some parts of the hotel that makes it an eye sore and unpleasing to the guest. As an interns, there are times, that we have to do unassigned tasks due to lack of qualified personnel or less trained staff the hotel work gets delayed and customers receive unsatisfactory service, which create bad impression about the hotel in the guests’ mind. The managements need more power to implement a task that needs to be done over his/her employees. Next, their cooking and eating utensils are not sterilized after washed. Lastly, their security is not that strict. 18
Chapter 4
RECOMMENDATIONS
In order to improve the hotel operations and services, we recommend that the bar was more organized in able to serve the guest better and hired an expert bartender. They should hire expert or a well-experienced employee. The management should impose strict security policy for those who are going in and out within the hotel premises. For students before applying as a trainee; the first thing to know is commitment, punctuality, dedication and responsibility. We students should consider the job description, presentation of enthusiasm and motivation, and presentation of transferable skills. We are encouraged to present ourselves as you would for a job interview, dressed appropriately, prepared to present one's experience and talk about one's contribution, demonstrating familiarity with the establishment and the practicum, and with a comprehensive up-to-date resume. It is after all, students’ practicum experience, learning and shaping the future.
In general, know these things will serves as an effective practicum trainee.

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Chapter 5
CONCLUSION
Undergoing Practicum Training had helped us experience the reality on the hospitality industry. It helps us to be more confident to face the challenges of the competitive world. Yes, it is necessary for HRM/DFST students to undergo actual industry exposure to apply and improve their skills and knowledge in the working field. The environment for gaining practical training has a significantly positive influence on the advance of employability for students.

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APPENDIX A
FORMS USED IN THE OPERATION

APPENDIX B
LAY-OUT

Façade: Kapis Mansions

Jacqueline Hall

Lalaine Hall

Justin Hall

APPENDIX C
PICTURES

BIBLIOGRAPHY
Arbolado, Donna A. Human Resource Officer. Kapis Mansions
Anisco, M.C. (2012) Kapis Mansions Practicum Report. Filamer Christian University http://www.basequipment.com/ http://www.foodservicewarehouse.com/equipment/c3040.aspx http://luvintkandtj.hubpages.com/hub/Styles-of-Service Porter, D. (2012) Kapis Mansions Practicum Report. Filamer Christian University