Republic of the Philippines

CAVITE STATE UNIVERSITY

CCAT Campus
Rosario, Cavite
 (046) 437-9505 /  (046) 437-6659
cvsurosario@cvsu.edu.ph
www.cvsu-rosario.edu.ph

DEPARTMENT OF HOSPITALITY MANAGEMENT

Trainee : ANTONETTE NEPOMUCENO

Title : A NARRATIVE REPORT: ON-THE-JOB TRAINING EXPERIENCES

AT HOTEL CASIANA AND EVENTS CENTER

APPROVED:

JAYSON L. BARICANTE ____ JENNY DANE R. BASAYSAY, MBA ____

Area Coordinator Date OJT Coordinator Date

AIZA M. DUCHA, LPT,MIHM ____ ARIEL G. SANTOS, EdD _____

Department Chairperson Date Director, Instructions Date

LAURO B. PASCUA, EdD _____

Campus Administrator Date
 Republic of the Philippines
CAVITE STATE UNIVERSITY
CCAT Campus
Rosario, Cavite
 (046) 437-9505 /  (046) 437-6659
cvsurosario@cvsu.edu.ph
www.cvsu-rosario.edu.ph

DEPARTMENT OF HOSPITALITY MANAGEMENT

Trainee : NEPOMUCENO, ANTONETTE

Title : A NARRATIVE REPORT: ON-THE-JOB TRAINING EXPERIENCES

AT HOTEL CASIANA AND EVENTS CENTER

APPROVED:

JAYSON L. BARICANTE ____ JENNY DANE R. BASAYSAY, MBA ____

Area Coordinator Date OJT Coordinator Date

AIZA M. DUCHA, LPT,MIHM ____ ARIEL G. SANTOS, EdD _____

Department Chairperson Date Director, Instructions Date

LAURO B. PASCUA, EdD _____

Campus Administrator Date
 Republic of the Philippines
CAVITE STATE UNIVERSITY
CCAT Campus
Rosario, Cavite
 (046) 437-9505 /  (046) 437-6659
cvsurosario@cvsu.edu.ph
www.cvsu-rosario.edu.ph

DEPARTMENT OF HOSPITALITY MANAGEMENT

On-the-Job Training (OJT) Narrative Report

I. Trainee Information

Name: NEPOMUCENO, ANTONETTE

Course and Section: BSHM 402-C

Complete Address: BLK 2 LOT 19 MF HOMES SANJA MAYOR TANZA,

CAVITE.

II. Profile of the Company

 Company Name

Hotel Casiana & Events Center

 Physical Location

5919 Tagaytay-Nasugbu Highway, Kaybag South, Tagaytay,

Philippines,4120.

 Website URL

http://www.hotelcasiana.com

 Contact Information

reservations@hotelcasiana.com

0916-501-6060

 Establish date

December 18, 2020

 The structure of the company

Partnership-(HII) Hotel Innovators Incorporated.

 586

III. Brief Description of the Company

 Company’s History

Hotel Casiana and Events Center- Tagaytay FORMERLY Hotel Casiana and

Residences, a ten-story Scandinavian-inspired haven along the Tagaytay-Nasugbu

highway, with deluxe amenities for families, friends, and business travelers. Families

will find endless enjoyment with their little ones in our heated swimming pool,

children's play club, carousel, and fully equipped fitness center, while business

guests may host large events and conferences in one of our many stately event

spaces. Hotel Casiana & Events Center is the ultimate destination for corporate

gatherings, celebrations, and family getaways in Tagaytay. Hotel Casiana and

Events Center- Tagaytay is a deluxe hotel and a 4 stars hotel in Tagaytay. It was

founded in 2020 at the time of pandemic by Mr. Jerry Sy, a Taiwanese national and

the first General Manager of the Hotel is Ms. Aileen Lin and now, Ms. Aileen is the

General Manager of Casiana Residences. The hotel was managed before by

Enderun Hotels and now it is managed by HII or Hotel Innovators Inc and the

General Manager of the hotel is Mr. Clive Aranha.

 The name of the founder(s)

Mr. Jerry Sy.

 The Overall business activities of the company

The hotel offers different styles of rooms such as Deluxe Twin, Deluxe

Double, Deluxe Family, Casiana Suite, Executive Bedroom Suite, Executive

Penthouse Suite, Premier Penthouse Suite, and Signature Penthouse Suite. They

also have a restaurant named Cusina Casiana, a café named Coffee Quotes, and a

bar named Pronto! Pool Bar and a heated pool. They also offer a carousel and a spa.

The events place is the one that many guests are availing, they have Sapphire Hall

that can hold 210 pax, Amber Hall that can hold 128 pax, Crystal South that can hold

260 pax, Crystal Central that can hold 264 pax, Crystal North that can hold 247 pax,

and Crystal Ballroom that consists of the three crystal halls that can hold 771 pax.
 587

 The Company’s overall strategy, including, its purpose and mission

statement

The Hotel’s strategy is to provide exceptional service and to let their guests

feel relaxed and happy. The purpose and mission of the hotel is to reinvent tradition,

offer top-notch products and services, promote sustainable economic development,

ensure job stability, and maintain high quality standards.

 Information regarding expansion or growth

Regarding the hotel’s expansion and growth, the hotel will be branching out in

Pampanga where the events place can take up to 2000 and higher guests. They are

also planning to branch out in Baguio and Boracay.

IV. Training Period

 March 12, 2014 - June 09, 2024

V. Training Schedule

 Week 1: 6:00 am to 3:00 Pm - (Tuesday to Monday)

 Week 2: 6:00 am to 3:00 Pm - (Thursday to Wednesday)

 Week 3: 6:00am to 3:00 Pm - (Sunday to Thursday)

 Week 4: 6:00 am to 3:00 Pm - (Friday to Friday)

 Week 5: 12:00 pm to 9:00pm - (Tuesday to Monday)

 Week 6: 12:00 pm to 9Pm - (Tuesday to Monday)

 Week 7: 6:00 am to 3: Pm - (Wednesday to Tuesday)

 Week 8: 6:00 am to 3:00Pm - (Wednesday to Wednesday)

 Week 9: 6:00 am to 3:00Pm - (Friday to Tuesday)

 Week 10: 8:00 am to 5:00Pm - (Wednesday to Monday

 Week 11: 6:00 am to 3:00Pm - (Tuesday to Sunday)

 Week 12: 12:00 pm to 9Pm - (Sunday to Monday)

 Week 13: 12:00 pm to 9Pm - (Sunday to Monday)

VI. Training Duties:

 588

Assigned Department Daily work assignment

Food And Beverages Department Week 1 (03-12-24)

This week, on March 12, 2024,

we have our hotel Casiana

orientation day. The hotel's HR

officer is Ms. Heidi. greeted us

with a smile and presented the

hotel managers. They also

describe how the hotel's mission

and vision are carried out. I was

given a job in the department of

food and beverages. We were

given a tour of the entire hotel as

well as other departments by Mr.

David Rollan, the supervisor of

food and beverages. We received

a Food and Beverages Training

manual from Mr. David Rollan.

During my first week as an intern,

we were asked to familiarize

ourselves with the plates and

other cutlery, as well as clean or

wipe down the mugs, wine and

juice glasses, plates, and other

utensils. The managers and other

 589

casuals showed us how to make

tablecloths and how to organize

the plates and utensils.

Food And Beverages Department Week 2 (03-19-24)

In my second week as an intern,

Mr. David Rollan showed us how

to set up the Buffet Breakfast. He

taught us how to manage a buffet

area as well as various dining

area setups. Examples include

the standard setup, weddings,

and birthdays, among others. He

also taught us about the various

cutlery and glassware that our

department uses. This week,

there is an event, and we have

been assigned to assist the

guests, serve their food, and

manage the guests' requests. We

had to assist them nicely so they

are satisfied with our service and

leave our establishment, fulfilled.

Food And Beverages Department Week 3 (03-26-24)

In my third week, we met our new

Food and Beverage Manager.

 590

Mr. Marvin Punzalan will also be

managing our department this

week; he introduced himself and

explained his new rules and

policies. Even though our

manager changed, the operations

in our department remained the

same. During breakfast, we

served quality foods prepared by

our great Chef Marlon and his

team, who provide and cook

meals for all guests from morning

to night. And after breakfast, I

was assigned to Coffee Quotes,

where I took orders, studied how

to make drinks and coffees, and

properly served our valued

guests. Coffee Quotes serves

coffee, juices, pastries, and

alcoholic drinks.

Food And Beverages Department Week 4 (04-02-24)

This week, I was assigned to the

breakfast buffet at Cusina

Casiana restaurant. Whereas I

was the attendant who welcomed

 591

guests, I was also assigned to the

podium, where I needed to greet

them before they entered the

restaurant for breakfast. I was

tasked with asking for their

names and rooms before they

entered the restaurant to claim

their free breakfast. Cusina

Casiana provides an excellent

native Filipino breakfast for our

guests to enjoy. We make every

effort to ensure that they eat well

and have a pleasant stay at the

hotel.

Food And Beverages Department Week 5 (04-09-24)

This week, I was assigned to the

pool and bar area. I was the

attendant who greeted our guests

and served them what they needed

in the area, as well as taking and

serving orders for our guests so they

could relax while staying in our area.

This routine rotates throughout the

week. One of our guests once

requested assistance in retrieving his

son's goggles from the middle of the

 592

swimming pool. And because I was

on duty and wearing my uniform, I

kept grabbing it with the stick and the

net. That thing is usually used as a

pool cleaning tool.

Food And Beverage Department Week 6 (04-16-24)

This week, I was given the same

assignment—the pool and bar area

—but since it closes at seven in the

morning and it was too early, I

assisted Joey and Denzel, my fellow

OJT, in the Cusina Casiana area,

where guests eat breakfast. I was

asked to clear the table and buzz out

so that the following group of diners

could enjoy their meal in the

restaurant.

Food And Beverages Department Week 7 (04-23-24)

This week, our events center is

completely booked, and I was

assigned to assist and serve food to

our guests. The guests who booked

the event center were WHO, DOH,

and Skyzes, who were holding

seminars. This week, the employees

also completed data privacy training

and a photo shoot for hotel

 593

promotions.

Front Office Department Week 8 (05-01-24)

This is my first week in the Front

Office Department.

Mr. Mark requested that my Co-OJT

teach me the basics of the Front

Office. Ms. Alliana taught me how to

activate and deactivate the key card,

which is one of the most basic

functions in the Front Office. Also, I

learned how to check in and out.

Housekeeping Department Week 9 (05-08-24)

This week was my first week in the

Housekeeping Department, and I

was assigned to a different public

area. I was assigned to clean the

female and male employee

restrooms, cafeteria, and lockers in

the basement. Also, this week, the

Supervisor, Ms. Jona, introduced me

to other employees who will teach

and guide me in housekeeping.

Housekeeping Department Week 10 (05-15-24)

This week, I was assigned as a

Room Attendant on the Second

Floor of the Hotel with my partner Sir

Sai, who taught me the proper

 594

methods for cleaning rooms and how

to do it correctly. He taught me how

to do the bedding and refill the

amenities, and in the afternoon, Joey

and I were assigned to clean the

public restrooms in the lobby.

Housekeeping Department Week 11 (05-22-24)

This week, they assigned me the

responsibility of moving every room

and cleaning the check-out rooms on

the Second Floor of the Hotel. After

cleaning, Ms. Jona asked me to

remove all trash and linens from

every guest room on the Seventh

Floor with my co-OJTs Joey and

Denzel.

Housekeeping Department Week 12 (05-29-24)

This week, I was assigned as a

Public Attendant, and I was stationed

in the basement's female employee

restrooms, cafeteria, and female and

male locker rooms. I also clean the

Cusina Casiana with my fellow OJTs

Joey Anne and Roselyn. We all

helped each other assisting guests

and soon we were done.

Housekeeping Department Week 13 (06-05-24)

 595

This week is the last week of duty

training at the hotel. I was assigned

to the eleventh floor as a room

attendant. I was tasked with

assisting Ms. Janine in cleaning the

rooms. We also clean the rooms on

floors 10 and 11. And, because this

was my last week as an intern at the

hotel, I took photos with my co-OJTs

as well as all of the hotel's excellent

employees who have taught and

guided us since the beginning.

VII. Significant accomplishments in performing your duties

During my On-the-Job Training (OJT), a significant accomplishment was that I

was chosen by the managers and other casuals to face the president of the hotel and

other VIP visitors. I believe I was chosen to be the face of the OJT trainees because

they saw my good skills and well-organized work, particularly in serving and

attending to guests when I was in the F&B department. The next significant

accomplishment in the Front Office department was the successful implementation of

a guest feedback system, which increased guest satisfaction and operational

efficiency. I learned easily how to check in and check out without being taught and

focused by casuals, I learned it using my own understanding only and as I observed

them how they do it. Lastly, as I performed my duties in the housekeeping

department, I accomplished how to be hands on in every room I cleaned, every

heavy mattress I organized, how to be more efficient without compromising

cleanliness standards. By multitasking and being quick action but good service it

allows us to accommodate more guests during busy periods without sacrificing the
 596

cleanliness and presentation of rooms. This improvement directly contributed to

enhancing overall guest satisfaction scores related to room cleanliness and

availability.

VIII. Relevant Skills developed thru the OJT program

 Communication

 Interpersonal

 Collaboration

 Time management

 Adaptability

 Critical thinking

 Research and analysis

 Initiative

 Decision making

 Problem solving

Learning outcomes of the PRACTICUM

 Demonstrate knowledge of tourism industry, local tourism products and services

 Interpret and apply relevant laws related to the tourism industry.

 Observe and perform risk mitigation activities.

 Utilize information technology applications for tourism and hospitality.

 Manage and market a service-oriented business organization.

 Demonstrate administrative and managerial skills in a service- oriented business

organization.

 Prepare and monitor industry specific financial transactions and reports.

 Perform human capital development functions of a tourism-oriented organization.

 Utilize various communication channels proficiently in dealing with guests and

colleagues.
 597

Graduate outcomes for BS in Hospitality Management

 Produce food products and services complying with enterprise standards.

 Apply management skills in F & B service and operations.

 Perform and provide full guest cycle services for the front office.

 Perform and maintain various housekeeping services for guest and facility

operations.

 Plan and implement a risk management program to provide a safe and

secure workplace.

 Provide food & beverage service and manage the operation seamlessly

based

on industry standards.

IX. Problems Encountered

In the workplace, problems are unavoidable and part of the process. I also

encountered several issues, including guests complaining about the towels. Some

guests complained about how long it took for their food to arrive at their tables.

X. Mentoring Process Paragraph

My mentor in the Food and Beverages department provided structured training

sessions, demonstrations, and hands-on experiences that helped me learn about

menu items, preparation techniques, service standards, and customer interactions.

She also provided insights into career paths within the F&B industry, as well as

advice on skill development. Next, my mentor in the Front Office department taught

me about check-in/check-out procedures, reservations management, and guest

relations. He also provides basic training on property management systems (PMS)

and booking platforms. Finally, he guides me through administrative tasks such as

handling reservations, processing payments, and managing room allocations. My

mentor in the housekeeping department taught me about cleaning procedures,

 598

inventory management, and guest service standards. They provide clear instructions

on daily tasks, procedures, and best practices in housekeeping. This includes

demonstrating

techniques and explaining the reasoning behind them.

XI. Limitations of the OJT program

One of the disadvantages of on-the-job training programs is a limited scope of

learning, which means that the training program may not cover all aspects of a job or

may focus solely on routine tasks, leaving out broader skills and knowledge. Another

limitation I faced is knowledge retention, wherein knowledge transfer may not be

comprehensive or lasting if not reinforced beyond the initial training period.

XII. Insights gained from the OJT program

Working in three departments of the hotel helped me gain insights and learnings,

the first of which is being hands-on in every service that I will provide for the guests. I

learned a lot of different practical skills in every task that I did, and I knew that those

experiences and skills I learned would help me to boost my competencies and

confidence. Trying three departments is an advantage for me because it allows me to

build relationships and expand my professional network.

 599

XIII. Photo Documentations

 600

XIV. Appendices

CV/Resume (with picture)

 601

Endorsement Letter
 602

MOA
603
604
605
 606

Student Pledge
607
608
 609

PARENT CONSENT
 610

Certificate of Completion
 611

Evaluation Form

 Front Office Evaluation Form

 612

 Food and Beverages Evaluation Form

 613

 Housekeeping Department
 614

EXIT FORM