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A TERM PAPER
Presented to faculty of ACLC College
Tacloban City
In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and Restaurant Management
By
ROSEMARIE A. MATOL
MAY 2014
ACKNOWLEDGEMENT
The researcher would like to express her deepest appreciation and gratitude to
who have provided her assistance which made this study successful.
To Mrs. Krischelle Jadulco and Mr. Gary Vincent Mengullo very patient
technical adviser and editor for their useful critiques and advices of this Case
analysis.
To Mrs. Armie Joy F. Fumar our course case study adviser for her patient
guidance, enthusiastic encouragement and assistance in keeping my progress
on schedule.
To the Management of Mandarin Plaza Hotel who gave me their time and
convenience that I need in the accomplishment of this study.
To my classmates and friends who inspired me in making this study for us to
walk on stage together.
To my parents, family and relatives for their unconditional love; emotional and
financial support. These things wouldn’t be possible with you all.
We also acknowledge our special someone who gave us inspiration and most
especially to our god almighty who provided us life with good mental condition
and wellbeing all through this days.
R.A.M
TABLE OF CONTENT
TITLE PAGE ……………………………………………………………………………i
APPROVALSHEET……………………………………………………………………ii
ACKNOWLEDGEMEN……………………………………………………………….iii
TABLE OF CONTENTS………………………………………………………………iv
CHAPTERS
I. INTRODUCTION
Overview of hospitality
industry……………………………………………………………………1
History of the establishment…………………………………………….5
Mission and Vision of the establishment……………………………...7
Significance of the study………………………………………………..7
Statement of the problem/the enumeration of cases………………...7
II. RELATED THEORIES AND EXISTING LAWS…..……………………8
III. DISCUSSION
Discussion of the Problems Encountered…..…………………………14
Decision of the Management……………………………………………14
Action taken by a Researcher…………………………………………..14
References
Curriculum Vitae
APPROVAL SHEET
Name of proponent:
ROSEMARIE A. MATOL
Title of the Case:
Understaffing of employee in the food and beverage of the hotel.
Mrs. KRISHELLE JADULCO
Case Study Adviser
Mr. Gary Vincent
Technical
Ms. Gay T. Dadulla, RN,MAN
Panel Member
Mrs.Eleanor R. Chuca, MAE
Panel Member
Mrs. Armie Joy F. Fumar, MM
Case Study Instructor
CHAPTER I
INTRODUCTION
Overview of the Hospitality Industry
Hospitality is about serving the guests to provide them with "feel-good-effect"
(Guest is God) has been one of central tenets of Indian culture since times
immemorial. In India, the guest is treated with utmost warmth and respect and is
provided the best services.
(http://www.naukrihub.com/india/hospitality/overview/#sthash.NiCJkubh.dpuf)
The hospitality industry is a broad category of fields within the service
industry that includes lodging, event planning ,theme parks, transportation, cruise
line, and additional fields within the tourism industry. The hospitality industry is a
several billion dollar industry that mostly depends on the availability of leisure
time and disposable income. A hospitality unit such as a restaurant, hotel, or
even an amusement park consists of multiple groups such as facility
maintenance, direct operations (servers, housekeepers, porters, kitchen
workers, bartenders, management, marketing, and human resources etc). Usage
rate or its inverse "vacancy rate" is an important variable for the hospitality
industry. Just as a factory owner would wish a productive asset to be in use as
much as possible (as opposed to having to pay fixed costs while the factory isn't
producing), so do restaurants, hotels, and theme parks seek to maximize the
number of customers they "process" in all sectors. This led to formation of
services with the aim to increase usage rate provided by hotel consolidators.
Information about required or offered products are brokered on business
networks used by vendors as well as purchasers. In looking various industries,
"barriers to entry" by newcomers and competitive advantages between current
players are very important. Among other things, hospitality industry players find
advantage in old classics (location), initial and ongoing investment support
(reflected in the material upkeep of facilities and the luxuries located therein), and
particular themes adopted by the marketing arm of the organization in question
(for example at theme restaurants). Very important is also the characteristics of
the personnel working in direct contact with the customers. The authenticity,
professionalism, and actual concern for the happiness and well-being of the
customers that is communicated by successful organizations is a clear
competitive advantage.(http://en.wikipedia.org/wiki/Hospitality_industry)
The hospitality management field offers diverse career opportunities.
Individuals may work for or manage a resort, hotel, motel, spa or restaurant. Due
to the broad range of businesses needing hospitality expertise a person does not
have to live in a big city, tropical destination or other high-tourism area in order to
find work. Career opportunities will, however, be greater at larger facilities.
Individuals in hospitality management often pursue careers as general managers
or assistant managers. Job duties may include hiring staff, setting rates,
marketing, overseeing security, ensuring appropriate maintenance and setting
schedules. Overall, managers must maintain profitability and effectively resolve
customer complaints.(http://www.ehow.com/about_6622225_tourism-hospitality-
management_.html#ixzz33AklsWVW
History of Mandarin Plaza Hotel
Mandarin Plaza Hotel is a new business hotel in Cebu. It is primarily located
heart of the Cebu City Business Park. The Hotel’s complete address is at
Archbishop Reyes Avenue corner Escario street Cebu City, just beside the north
skyway fronting the WIPRO and AYALA Malls. Mandarin Plaza Hotel is a sister
company of Diplomat Hotel. The hotel soft opening May 18 2013 guest ……this
is a family owned business hotel where members of Ho family with Anthony Ho,
the father as the CEO Harvey Ho the eldest as the managing director Hannah Ho
as the treasurer and Hazel Ho the youngest as the sales and marketing director.
The hotel has 26th floors were 6th to 20th floors are for guestrooms. The Mandarin
Plaza Hotel do not have 13th and 14th floor because in Chinese these are not
good number for business. Hotel guestroom have 4 classification: Superior room,
Deluxe room, Executive room and a triple Sharing. The 6th and 7th floors are for
smoking rooms. All guest room from 02 to 26th are deluxe room and superior
room except 01 and 27 room because it is a luxury suites and executive room.
The room rates include a buffet breakfast. Every guest room have amenities like
refrigerator, LED Television, Hot and Cold shower, Hair dryer, In-room safe, Wifi
and Lan access tea and making facilities, complimentary bottled water, souvenir
bag, toiletries and sitting area.
To cater more, hotel has many facilities and services that would surely meet
some of the needs and wants of the customer. It has 24 hour reception, massage
and spa, 5 feet outdoor swimming pool. Bar and Restaurants ( open from 6:00 to
12:00 midnight). MPH gym has different fitness equipment that will be enjoyed by
gym enthusiast such as cross trainee machine, threadwill, recumbent bike
machine and fit 3 multi-gyms. MPH has already 4 functioning guest elevator to
accommodate large number of guest. They have also facilities for any gathering
like the business center which can accommodate 20pax which is available from
6:00am-7:00pm. For larger event there are two ballrooms; the grand ballroom
which can accommodate 300pax and this is convertible to two, the other one is
the crystal ballroom that can accommodate 200pax and convertible to three. This
two event facilities has a great architectural design and with a chandelier that
complements the natural color of the said facilities. In addition, another important
part of the hotel is the parking area. The basement parking has 3 layer and can
accommodate 200 vehicles.
Mission and Vision
Vision.
To be the first choice three star business hotel in Cebu.
Mission.
We provide our guest with clean rooms, fast and friendly service, serve a good
tasting food at the most competitive price.
Significance of the Study
This study was made by the researcher for this useful to the people.
Management of the Mandarin Plaza Hotel. To serve as this in dealing and
solving problems that may arise in the workplace.
To Trainees. This study will benefit the trainees to strictly the company rules and
regulations to avoid violations.
To Students. This study will help the incoming OJT’s of different establishment
to follow the rules and regulations in the hotel industry.
Cases Encountered
This study aims to find solutions to the problem encountered by the researcher:
1. Employees are using guest room amenities during working hours?
CHAPTER II
RELATED THEORIES AND EXISTING LAWS
This chapter present to related theories and existing law on the problems
encountered by the researcher during on the job training.
Art. 308. Who are liable for theft. — Theft is committed by any person who, with
intent to gain but without violence against or intimidation of persons nor force
upon things, shall take personal property of another without the latter’s consent.
Theft is likewise committed by:
1. Any person who, having found lost property, shall fail to deliver the same to
the local authorities or to its owner;
2. Any person who, after having maliciously damaged the property of another,
shall remove or make use of the fruits or object of the damage caused by him;
and
3. Any person who shall enter an inclosed estate or a field where trespass is
forbidden or which belongs to another and without the consent of its owner, shall
hunt or fish upon the same or shall gather cereals, or other forest or farm
products.
Art. 309. Penalties. — Any person guilty of theft shall be punished by:
1. The penalty of prision mayor in its minimum and medium periods, if the value
of the thing stolen is more than 12,000 pesos but does not exceed 22,000 pesos,
but if the value of the thing stolen exceeds the latter amount the penalty shall be
the maximum period of the one prescribed in this paragraph, and one year for
each additional ten thousand pesos, but the total of the penalty which may be
imposed shall not exceed twenty years. In such cases, and in connection with the
accessory penalties which may be imposed and for the purpose of the other
provisions of this Code, the penalty shall be termed prision mayor or reclusion
temporal, as the case may be.
2. The penalty of prision correccional in its medium and maximum periods, if the
value of the thing stolen is more than 6,000 pesos but does not exceed 12,000
pesos.
3. The penalty of prision correccional in its minimum and medium periods, if the
value of the property stolen is more than 200 pesos but does not exceed 6,000
pesos.
4. Arresto mayor in its medium period to prision correccional in its minimum
period, if the value of the property stolen is over 50 pesos but does not exceed
200 pesos.
5. Arresto mayor to its full extent, if such value is over 5 pesos but does not
exceed 50 pesos.
6. Arresto mayor in its minimum and medium periods, if such value does not
exceed 5 pesos.
7. Arresto menor or a fine not exceeding 200 pesos, if the theft is committed
under the circumstances enumerated in paragraph 3 of the next preceding article
and the value of the thing stolen does not exceed 5 pesos. If such value exceeds
said amount, the provision of any of the five preceding subdivisions shall be
made applicable.
8. Arresto menor in its minimum period or a fine not exceeding 50 pesos, when
the value of the thing stolen is not over 5 pesos, and the offender shall have
acted under the impulse of hunger, poverty, or the difficulty of earning a
livelihood for the support of himself or his family.
(http://criminallawphilippines.wordpress.com/2010/03/16/c3-theft-art-308-311/)
CHAPTER III
This chapter present the Discussion of the problem encountered and Decision of
the management, Action taken by a Researcher.
Discussion of the Problem
During my duty at the Housekeeping Department of Mandarin Plaza Hotel
I encountered that employees are using the amenities like complementary bottled
water, tissue, sugar cade, soap. The are not afraid to used inside the room
because the supervisor only entered the room for checking if the room was finish
to clean at on time. One time the supervisors went upstairs to check every floor
without knowing the employees then the supervisor caught the employees using
the amenities while on duty.
Decision of the management
The General Manager decided to call the attention of employees who was
using the amenities inside the guest room while on duty. The provided there rules
and regulations of Mandarin Plaza Hotel that once employees are caught using
amenities there is offensive. The General Manager gave determination of the
employee using amenities inside the room.
Action taken by a Researcher
As a researcher of this Mandarin Plaza Hotel I could share my knowledge
and experience during my studies and OJT to the hotel, if the management
giving a chance to solve this problem of the company I will conduct a meeting to
all the employees who are join of this hotel for having a new rules and regulation
so that it can avoid us for using the amenities and etc inside the hotel and also
the management always asking every supervisor if the ideas will be absorb to the
employees.
References
(http://www.naukrihub.com/india/hospitality/overview/#sthash.NiCJkubh.dpuf)
(http://en.wikipedia.org/wiki/Hospitality_industry)
(http://www.ehow.com/about_6622225_tourism-hospitality-
management_.html#ixzz33AklsWVW
(http://criminallawphilippines.wordpress.com/2010/03/16/c3-theft-art-308-311/)
ROSEMARIE A. MATOL
Brgy. Tin-awan McArthur Leyte
Cell # 09077769662
Email Add: [email protected]
Objectives:
To apply my knowledge and skills of what I had learned during my studies and OJT in hotel.
Tertiary: AMA COMPUTER LEARNING CENTER (ACLC)
B.S. Hotel and Restaurant Management
Real Street Tacloban City
2014 –present
Secondary: MACARTHUR NATIONAL SCHOOL
MacArthur Leyte
2006-2010
Preliminary: PALALE ELEMENTARY SCHOOL
Palale MacArthur Leyte
2000-2006
National Certification Level Passed
Commercial Cooking NC II
November 10, 2012
ACLC College, Tacloban City
Front Office Services NC II
November 18, 2012
ACLC College, Tacloban City
Food and Beverage Services NC II
February 27, 2013
ACLC College, Tacloban City
Housekeeping NC II
March 21, 2013
ACLC College, Tacloban City
Bartending NC II
March 27, 2013
ACLC College, Tacloban City
Training Attended
Human Rights Awareness
April 2, 2011
ACLC Real Campus Tacloban City
“ Developing a Professional Presence Through Social Graces, Etiquettes in the Tourism Industry”
August 29, 2012
ACLC Real Campus Tacloban Cty
Italian Cuisine- a taste of Italy
August 30,2012
ACLC Real Campus Tacloban City
Personality Development Building Professional Image
October 16 2013
ACLC Real Campus Tacloban City
“ Sanitation and Industry Trend: A tool for empowering the future global hospitality workers”
March 13, 2013
ACLC Real Campus Tacloban City
Skills
Banquet/Catering Function Training
September 6, 2013/ July 26,2013
Serving the guest
Skirting the buffet tables
Arranging tables and Chairs
Set up the utensils
Entertain the guest
Character References
Mrs. Armie Joy F. Fumar
Instructor- ACLC College
Tacloban City
Contact # 09228524895
Ms. Lesa Petilos- Ronda
Librarian- ACLC College
Contact # 09089892607