Republic of the Philippines

CAVITE STATE UNIVERSITY

CCAT Campus
Rosario, Cavite
🕾 (046) 437-9505 / 🖷 (046) 437-6659
[email protected]
www.cvsu-rosario.edu.ph

DEPARTMENT OF MANAGEMENT STUDIES

On the Job Training (OJT) Narrative Report

Submitted to the Department of Hospitality Management

In partial Fulfillment of the Requirement in On The Job Training

Submitted by
Aeron John T. Dadale

Submitted to

June 16 2023
I. Trainee Information

Name: Aeron John t. Dadale

Course and Section: BSHM 202 C

Complete Address: Barangay Aplaya Kawit Cavite

II. Profile of the Company

● Casa Verde Hotel: Arthur John L. Buenaventura

● 254 Bayan Luma III (beside Treelane 2 Subd.) 4103 Imus, Philippines

● https://casaverdeimus.com

● 0917 715 0661

● [email protected]

● Establish date: 2011-2012

● The structure of the company

⮚ Public

⮚ Private (✓)

⮚ Partnership
III. Brief Description of the Company

Filipino Mr. Dominguez founded and operated Casa Verde Hotel and Event Center in

2011, two years after it was first built. In 2012, the hotel and event center received a license to

operate.

The Casa Verde Hotel and Event Center is a garden-themed boutique hotel that offers

spacious, luxury suites with historical charm. Because it is adjacent to the city's historical

monuments, the hotel's excellent location makes it the ideal starting point for exploring Cavite

and its surroundings. The Imus Cathedral is only eight minutes away and may be seen on a

historical walking tour of the neighborhood. Guests can unwind by scheduling an in-room

massage or spending time in one of the hotel's outside gardens. Casa Verde, in addition to hotel

services and facilities, offers spacious indoor and outdoor venues suitable for small weddings,

exclusive conferences, parties, and other special occasions.

In addition to a lobby area and conference rooms, the hotel provides free WiFi in all

public areas, tour and ticket help at the 24-hour front desk, a car park, valet parking, and

designated smoking areas. The hotel also features a restaurant where customers can fulfill their

appetites. The rooms are warm and pleasant, with all the amenities needed to make visitors feel

at ease. There is also an en suite bathroom and shower, as well as air conditioning, cable

television, and an in-room safe. For a hassle-free stay, daily housekeeping and room services

are provided, and late check-out and early check-in are both available upon request.
 Mission:

We will provide superior rooms and hotel facilities. Provide quality comfort and

impeccable personal service to all our guests in a relaxing, natural atmosphere reinforced by

traditional Filipino values of warmth and hospitality.

Vision:

To be the preferred primary hotel and event venue. We continue to strive for the goal of

becoming the industry leader in our field of expertise.

IV. Training Period:

March 2 2023 to April 18 2023

V. Training Schedule :

1:00 pm to 10:00pm (Tuesday to Sunday)

VI. Training Duties:

Assigned Department Daily work assignment

Housekeeping ● Cleaning guest rooms mid-stay and after departure.

● Making beds.

● Replacing dirty linens and towels.

● Restocking guest room amenities like toiletries, drinking

glasses, and notepads.

● Removing garbage, recycling, and room service trays.

● Picking up and returning valet laundry items.

● Check the toilet every 30 minutes

● Organizing and stocking.

Front office
● Greeting and welcoming guests

● Receiving and delivering all incoming and outgoing mail and

packages

● Required to check identification and process visitors.

● Required to transfer calls if necessary.

● Coordinating office activities.

● Inform customers about payment methods and verify their

credit card data.

VII. Significant accomplishments in performing your duties

The trainee had learned and practiced the actual operations of a housekeeping and front

office. The trainee also learned ways to deal with customers so that the hotel can satisfy their

expectations, and my English speaking ability was elevated and enhanced.

I had learned and practiced the actual operations of a housekeeping and front office. I

also learned ways to deal with customers so that the hotel can satisfy their expectations, and

my English-speaking ability was elevated and enhanced.

I moved around the front office at Casa Verde during my six weeks on the job. I got the

chance to interact with customers on a regular basis, discover what makes Casa Verde

distinctive, and attend daily management meetings at the hotel. He is currently working his way

through the housekeeping department. Spending time in hotel operations in various places has

provided me with vital on-the-ground management knowledge; hotel operations is a dynamic

form of job that involves a lot of hands-on projects and people interaction.

On-the-job training is one of the most enjoyable aspects of working in hotel operations

that I have experienced. I realized that it involves not just engaging with visitors but also

communicating with employees and working in groups. To meet customers' expectations,

everyone at a hotel must collaborate! I met many wonderful people and was delighted to have

learned with them on a daily basis as they worked side by side.

Every day, I learn about the hospitality industry. The option to stay at a hotel is

invaluable. It's been an incredible opportunity to contribute hands-on to various activities at

these places. Interning here undoubtedly helped me learn more about hotel administration, how

to surpass visitors' expectations, and how to work effectively in groups.

VIII. Relevant Skills developed thru the OJT program

The relevant skills, knowledge, and abilities that I have learned and developed during my

OJT to become a productive person are as follows:

Interpersonal

To improve contact with employees or workers, they are constantly available to us

anytime we have queries or want assistance. And constant contact with employees,

authorities, and co-trainees on a daily basis is a good practice for developing not just our

abilities but also our relationships with them and others.

Collaboration

Collaboration is critical in every organization. We are dedicated to working as one family

to achieve our common objective in an atmosphere of collaboration, mutual respect, and

trust; hence, teamwork must be present at all times.

Time management

Punctuality is essential for productivity. There should be no room for tardiness since, as

the phrase goes, "time is gold." Every second of our lives is valuable and vital. We don't

need to squander time, and each action should be given adequate time. To be honest, I go

to Casa Verde at or before 1 p.m. to put this vital principle into practice.
Adaptability

One of the most significant soft skills I learned during my internship was how to move

out of your comfort zone and become acquainted with the job environment. Making

adjustments and making sacrifices are all part of adjusting to a new work situation.

Everything will be new to me in certain settings, but that should not prevent me from putting

my best foot forward. It is not only a necessary talent in my life; it is also a necessary skill for

my personal growth. Don't allow any difficulties or insecurities to hold you back!

Thinking Critically

This is yet another soft talent I learned throughout my internship. To assess and

appraise complicated circumstances or scenarios, critical thinking is required. This is

another crucial ability needed for issue-solving. Every day throughout my internship, I

confronted a new difficulty, and with each obstacle, I learned a new technique to solve a

problem. In my internship, I learned how to analyze data, extract information, and utilize it to

improve business operations and provide ideas and solutions based on my awareness of

various areas inside the firm.

Problem solving

Each problem has a solution. Certain problems may have several solutions. It is a

person's capacity to discover the best solution to an issue. My internship exposes me to

real-world job difficulties, which helps me improve my problem-solving abilities. Many more

soft skills are required to help with problem-solving. Communication, for example, is crucial

in problem solving. So, when I'm conducting my internship, there are several issues that can

only be resolved by being patient and putting up my best effort. Being a problem solver does

not imply understanding all of the solutions, but being a solution-oriented individual during

an internship might lead to tremendous opportunities.

 Learning outcomes of the PRACTICUM

Internships assist students in developing professional soft skills such as communication,

punctuality, and time management. These are talents that are essential for career or college

success and are in great demand by employers. Many businesses remark that there aren't

enough candidates with strong soft skills. The practicum's purpose is to prepare students for

competent and responsible practice. The Hospitality Management Practicum is a one-of-a-kind

practicum program that allows students to participate in a learning experience in a real-life

situation with practical business and industry professional experiences. A successful practicum

is one that meets that objective. The aims and tasks of hospitality management change from

one firm to the next. The major purpose of the hospitality internship, however, is as follows:

● To enable students to gain relevant experience working within the hospitality and/or

tourism industries that will complement their classroom theory.

● To enable students to develop their practical and managerial skills in the working

environment and be able to apply them effectively.

● To enable the students to gather information and experience to both enrich and enhance

the learning process.

● To assist in the decision making process of the student in relation to which management

direction they wish to pursue.

● To establish useful contacts for future employment/business.

IX. Problems Encountered

When I was in my OJT, one of the problems I encountered was with my co-interns.

Sometimes, if our mentor ordered us to do some task, my co-interns did not do it when our

mentor was not watching, but I just let it go to avoid trouble. Another problem that I encountered

was that in my first week of OJT, my mentor ordered me to assist and guide the grade 12

trainees because I am the one who is older with them. But the problem that I encountered

during that time was that they did not follow my instructions or what I ordered of them. They

think that I took advantage of the orders of our mentor against them, but I did not think that I did

that because that is what our mentor ordered to help them make their task smoother.

X. Mentoring Process

In mentoring, the mentor, as a more senior co-worker, will provide both technical and

emotional support to the trainees. This is a great practice because it enables new recruits to

easily develop bonds with other colleagues. One of the most important things about mentoring

is that it needs to be paired appropriately. It combines role, skill, and even personality type and

aspirations. That’s why regular reviews or catch-ups are necessary to ensure that the process is

still productive. A strong mentoring process will make new hires feel truly supported and

connected with their new workplace. It also encourages them to develop their knowledge and

relationships far beyond their role and team. In this way, strong mentoring will help increase the

employee retention rate.

During my OT time, my mentor taught me all I needed to know about housekeeping and

the front office. Before entering the next room, he always asks a question. He also

demonstrated what we needed to accomplish before allowing us to do it while he watched and

observed what we were doing. After determining that the trainee is capable of doing the work

competently, the trainee will be ready to undertake the task independently.

Limitations of the OJT program

The following are the constraints or hindrances that prevent me, as a trainee, from

accomplishing my goal:

Lack of complimentary supplies

Despite the fact that it may not appear to be the most important factor, many visitors will

expect complimentary amenities such as shampoo, soaps, coffee, and tea, regardless of the

type of hotel in which they are staying: full service, limited service, luxury, and so on.

Unfortunately, a lack of these fundamental hotel amenities can lead to low client satisfaction and

unfavorable internet reviews, even if the remainder of their stay is wonderful. To ensure that

visitors are as satisfied as possible, hoteliers should provide vast numbers of complimentary

room supplies in closets and cleaning stations around their property. This guarantees that

cleaning personnel, no matter where they are on the property, have easy access to stable

storage of essential goods.

Lack of Communication

One of the most prevalent consumer complaints in the hotel sector is a lack of

communication between hotels and their clients. Hotel services must cease for a number of

reasons, and visitors will be disappointed if a service or amenity they had planned to utilize is no

longer available. To avoid surprises, hotel management should do everything possible to inform

current and prospective guests about the status of closed services.

High call volumes at Front office

High phone volumes may be beneficial or detrimental to a hotel. A high phone volume

usually indicates (ideally) that a hotel is full of people, which is fantastic. On the other hand, too
many calls to the front desk might overburden personnel and leave visitors waiting for answers.

This is an issue that practically every hotel will have to deal with at some point. Offering a

message option to hotel guests that works with the existing messaging applications on their

mobile devices can help reduce call numbers significantly. Hoteliers that want to integrate a

messaging solution into their guest experience should seek out technologies that allow them to

save time by sending automatic, broadcast, and direct messages.

Insights gained from the OJT program

I realized that on-the-job training is more than simply a topic to be passed or an obligation

to be fulfilled; it is an opportunity to demonstrate what abilities, talents, and methods the student

gained in school as well as an opportunity to experience life outside of the campus. We must be

accountable for the duty that has been assigned to us. You should accept your flaws. Time is of

the essence. When you complete your task, you finish it faster so that you may accomplish

things like this by assisting others. You should not be scared to ask questions if you are unsure

what to do to avoid errors in your work.

During my training, I learned a lot, such as how to improve my whole personality in terms

of socialization and vision towards life. I’d realized that problems in life are like problems at

work. We must search for the best solution. We couldn’t solve it without co-workers, co-trainees,

and employees. It’s like the saying, "No man is an island." In other words, we can’t live only with

ourselves, we need the help of other people to overcome the problems in life. During the days of

my training, I became familiar with what the transactions in the bank were. But just like in real

life, we couldn’t avoid making mistakes. No one is perfect. I remember one time that I committed

a mistake, and they didn’t blame me instead, they taught me how to do the task correctly.

Sometimes, the more we commit mistakes, the more we learn the lesson, because, as they say,

we’ll learn a lot from our own mistakes. So in the near future, I’ll apply those things that I learned
during my OJT time. In this training, I can say that I've been transformed into a really better

person.

I also became more disciplined. Unlike what I was doing in school, I arrived at the

workplace on time and have never been late. During the course, I learned to cherish every

second of my time. My understanding of her chosen profession was expanded and

strengthened with the assistance of my supervising officer. I was able to put my knowledge to

use by utilizing various apps and software that I studied in school. I improved my abilities,

particularly in troubleshooting and other computer-related issues.

XI. Photo Documentations

This is my first day of training. Our mentor assigned me to clean the lounge, and my

responsibility every afternoon is to clean and mop the lobby. My mentor also showed me how to

mop a floor properly: mop along the borders first, then go to the center, using overlapping,

figure-eight strokes. When one side of the mop becomes soiled, flip it over to the clean side.

When both sides of the mop are muddy, wash it in the bucket; otherwise, you'll be spreading dirt

rather than eliminating it. We utilized hot water instead of cold water to make drying the floor

easier.
 If the hotel has an event, the task that is assigned to me is to check the comfort room every

30 minutes to see if the toilet is cleaned with a disinfectant cleaner and if the floor should be

mopped. The cleanliness of a hotel bathroom is paramount; I always make sure there is no

trace of grime, soap scum, or stray hair. Because a dirty bathroom can seriously damage the

reputation of the hotel. The mirror, sink, and counter should be cleaned, then the toilet. My

mentor reminded me that the items used to clean the toilet cannot be used to clean other items

in the hotel room. Disposable microfiber cloths may be the best choice for extremely dirty areas.

Finally, the towels and used bathroom supplies can be restocked, and the floor can be mopped

from the furthest corner backing out through the door. Run the exhaust fan while the rest of the

room is being completed.

Before I take a break, the task that I need to do is go to the treehouse and clean and remove

some of the leaves that have fallen from the mango tree.
In this picture with my co-trainers , we are assigned to clean room number 208 before they

arrive. We properly ventilate a hotel room before guests stay. This is because guests expect a

clean, fresh-smelling room when they check in. If the room smells musty or stale, they will be

disappointed. This is also to disperse any chemical smells that may linger after deep cleaning.

While cleaning the room, we make sure that the door and windows are open to ensure the room

is properly aired out by the time the new guests arrive. We also replaced the beds and linen

before guests stayed. This includes stripping the beds of old sheets, duvets, and pillow cases

and collecting old towels and facecloths. These should be placed in a laundry bin, so they’re

ready to be cleaned by the laundry company. It's usually a good idea to clean up after prior

guests. Empty the bins and replace them with bin liners, as well as remove anything else that

has been left behind. You should also look for it in obscure places such beneath mattresses and

on shelves. Any food that guests have left behind should also be removed. We also vacuum the

carpets between guests, which is important for several reasons. First, it helps to remove any

dirt, dust, or hair that may have been left behind. Second, it helps to freshen up the room and

make it smell clean. Third, it helps to remove any allergens that may be present in the room.

Vacuuming will help to make your guests’ stay more comfortable and will also help to prolong

the life of your carpet.

 If they held an event, I was also assigned to serve food, and my mentor showed me how to

properly serve food to the guests. According to my mentor, if the customer's plate is properly

placed in the kitchen, it should be presented to them from the right side. Pre-plated food (with

the exclusions noted above), beverages, all empty plates, and cutlery should be presented to

the right of the guest. All dishes presented from the right must be taken from the right as well.

One of the best things that I won't forget here in my OJT is that I am the one who makes rose

towels and swan towels. I made a swan towel because our guests are a couple and they are

newly married. And sometimes, if the guest has a special request, like adding another foam, I

am the one who assists them and does it.

Every Saturday, I am in charge of the laundry. I am in charge of counting all of the towels,

linens, and blankets. We count on it to guarantee that all linen and towels are properly kept and

available when needed, as well as they it will be complete when delivered to the hotel.

My final duty on my OJT was front office, and my tasks were to protect incoming mail concerns

for renters, management staff, and personnel, as well as advise pick-up at the front desk

mailbox. Front desk and housekeeping activities were maintained. The front desk checks in and

out customers, handles reservations, processes credit cards, and operates a cash register.

Prepared hotel rooms for visitors and handled front-desk responsibilities such as night audits,

breakfast, and guest contact.

XII. Appendices

a. CV/Resume
b. Endorsement Letter *

c. MOA/MOU *

d. Student Pledge *

e. Parent Consent *

f. Certificate of Completion *

g. Evaluation form *

h. Exit Form *