UNIVERSITY OF PERPETUAL HELP SYTEM DALTAMOLINO 3, BACOOR, CAVITE

College Of International Hospitality Management(CIHM)

Hotel Practicum Report

DUSIT THANI HOTELAyala Centre, Makati CityMetro Manila, Philippines

In Partial Fulfillments of the courseBachelor of Science in Hotel and Restaurant Management

Presented to the Faculty of the College of International Hospitality Management

SUBMITTED BY:

ANNA JANE ESTUARIABSHRM 4

SUBMITTED TO:

MS.RUBY CECILLIA GUTIERREZ

OCTOBER 2010

Table of Contents

Acknowledgement iIntroduction iiName of the Hotel iiiRecommendation Letter iv Acceptance Letter v Practicum Report I. Company Profile a. Mission, Vision and Philosophy b. History c. Location d. Hotel Amenities e. Hotel Facilities f. Dinning Overview g. Branches II. Standard Operating Procedure IIA. Front Office Department Aa. 21 day advance Purchase Process Ab. Alerts And Traces Ac.Amenity Delivery Ad.Anebity Request Process Ae.Mileage Program Af.Back up files Ag. Call Charges Manual Posting Ah.Issuance of In house Courtesy car pass Ai.Handling Front Office cash Shortage Aj.Guest profile collection Ak.Gift certificate A.l.Group Blocking Am.Handling Guest Complaint An.Lobby Greeter Escorting Newly Checked in guest Ao. Lobby Greeter Escorting Checked out guest Ap.Amenities for Compensation Aq.Rush Room Process Ar. Service Request

IIB. Restaurant Outlet (BASIX)

III. Organizational Chart of the Hotel IV.Organizational Chart of the Department V. Duties & Responsibilities VI. SWOT Analysis VII. Conclusion VIII RecommendationMost Unforgettable ExperienceBest Learning ExperienceProblem EncounteredPictures a. Hotel b. Facilities and Amenities c. Whole body, Solo picture wearing uniform e. Pictures while on duty f. Picture with the Supervisor and Manager/

HRD Training Manager with co-practicumerAppendices a. Training Schedule b. Weekly Report c. Performance Evaluation d. Training Certificate e. Brochures and Calling Card

ACKNOWLEDGEMENT

I would like to acknowledge the contributions of the following persons/individuals to the

development of my paper/project:

My classmates and Friends

Who’s been there supporting me; every time that I got questions about our paper, I

always ask for their advise.

My mom and dad

Who’s always giving me my allowance, for me to be able to go to my practicum site.

To our Practicum Coordinator, Miss. Cecillia Ruby Gutierrez

Who’s been there guiding, supporting and encouraging us to the extent that she, herself go with

us, gives us a map if she can’t accompany us. it is also because of her efforts that all of us have a

practicum sites,

And lastly to the ONE who give us the strength to keep moving,

God, because of his guidance we were able to finished our hotel Practicum safely.

INTRODUCTION

The most or the biggest trial that we (fourth year students, taking up the course

Hospitality Management) must engage/ must encounter is the “Hotel practicum” or the so called

“OJT” for five hundred to Five Fifty hours. Because, on this stage we would use all of the things

we learned inside of the school, whether it’s from minor or major subjects. From Personality to

Front Office management.

Applying in a Hotel is one of the biggest part of the “trial”, ‘cause from this stage you

would start to feel the competition, from the height, from the appearance of oneself and mostly

from a school. It is indeed very hard, especially if you are from those schools that are so called

“low profile”. But luckily for us, we manage (w/the help of our practicum coordinator) to be part

of a hotel establishment whether it’s a five or whatever star it is.

As for me, I got into a five Star Hotel, the Dusit Thani Hotel, Manila, I finished my five

hundred hours smoothly, we did encounter some obstacles inside but it didn’t become such a

bother, and because of this stage I learned personally that things didn’t go according to plan, and

One of the most important character a student must have either she or he would be applying for

Restaurant or Hotel Practicum is Patience, because everything needs time, we could not demand

them for faster acceptance; and also we have to make a choice and stick to it and face the

consequences along with it.

Philosophy, Vision and Mission

Vision

We were founded on a vision to create a unique experience for our guests.

Mission

To be the most valued hotel brand in the world to our partners and to our guests.

Philosophy

In the early 1900s, King Rama VI envisaged a model utopia, a ‘town in heaven’ he called Dusit

Thani. It is the inspiration for all we do.

Dusit History

In 1948, Thanpuying Chanut Piyaoui made a dream come true when she founded Dusit International and built her first "Princess" hotel on Bangkok's New Road in Thailand. Today, the Dusit name is world-famous for its incomparable standard of excellence in the hospitality industry and incorporates five distinctive brands: Dusit Thani Hotels & Resorts; Dusit's second generation DusitD2 Hotels and Resorts; Dusit Princess Hotels & Resorts; Dusit Devarana Hotels & Resorts, and Dusit Residence Serviced Apartments.

Royal Concept

Dusit Thani can truly be called "fit for a king." It was the vision of King Rama VI of Thailand in 1918 that inspired the Dusit concept of impeccable hospitality. "Dusit Thani" was the King's description of his vision."Dusit" is the mythological name for a level of heaven, and "Thani" means town. The King's "town in heaven" was the ideal choice of name for the Bangkok-based flagship hotel, which was officially opened in 1970. Fittingly, a statue of King Rama VI stands across the way from the hotel.

Resorts

Recognizing the trend toward resort travel, in 1987 Dusit International acquired a property in Pattaya and undertook an important renovation that resulted in the Dusit Thani Pattaya resort. A second resort project was the Dusit Thani Laguna Phuket, a beach resort in Phuket. In 1989, the company's deluxe Dusit Resort and Polo Club was opened and was subsequently renamed the Dusit Thani Hua Hin. The Royal Princess Chiang Mai and the Dusit Island Resort Chiang Rai were part of the company's resorts focus in 1991.

Philippines

Under the Dusit Thani Hotels & Resorts brand umbrella, in 1995 the company acquired the Hotel Nikko Manila, which underwent an extensive renovation before being renamed the Dusit Thani Manila in 2008.

Second Generation

In 2006, Dusit Thani Hotels & Resorts introduced a brand extension, DusitD2 Hotels & Resorts, a second-generation concept that combines traditions and trends. DusitD2 Chiang Mai was launched in 2006 and DusitD2 Baraquda Pattaya came in 2009.

Princess

The Dusit Princess Hotels & Resorts brand was introduced to provide affordable first-class accommodations. The boutique-style Royal Princess Larn Luang was the first such hotel to be opened in Bangkok, in 1989. The first Princess resort project, the Dusit Princess Koh Chang was opened in 2008.

India

In 2007, the company formed a joint venture with Bird Hospitality Services, a subsidiary of the Bird Group of India, a hospitality technology company. The first joint venture hotel is the Dusit Devarana New Delhi set to open in 2010. The first Dusit D2 Hotels & Resorts project outside Thailand, the DusitD2 New Delhi, is scheduled for a 2011 launch.

Middle East

Dusit International has also expanded to the Middle East. The Dusit Thani Dubai was opened in 2001 in the United Arab Emirates. The company launched its Dusit Residence Serviced Apartments in 2007, with the opening of the Pearl Coast Premier Hotel Apartments in Dubai. In 2008, the Dusit Residence Dubai Marina was added. The first Dusit Princess property outside Thailand is the Dusit Princess City Center in Dubai.

Location

Situated amongst skyscrapers of Makati, the country’s premiere financial district, Dusit Thani Manila sits on the lap of luxurious sights and sprawling urban hubs that offer reliable access to city splendors, historic sites, meeting and convention centers. The hotel is within walking distance to shopping and entertainment complex, and the Metro Rail Transit (MRT) station. Within Ayala Center and close proximity to the Philippine Stock Exchange, Ayala Museum, Greenbelt (Lifestyle Center), and Santuario de San Antonio Church.

Ninoy Aquino International Airport - 8 km Metro Rail Transit: Ayala Station -  0.25 km

SM Makati (Shopping Center) – 0.10 km

Glorietta Mall – 0.25 km

Greenbelt (Lifestyle Center) – 0.5 km

Philippine Stock Exchange – 1.5 km

Ayala Museum – 0.5 km

Santuario de San Antonio Church – 2.0 km

Direction from Airport:

From Ninoy Aquino Avenue, turn left to MIA Road, right to Domestic Road, right to Andrew’s Avenue and follow this road to the Terminal 3 roundabout going back to turn right at Aurora Avenue (Tramo), then right to EDSA. Follow the route of the MRT, turn left at Arnaiz Street, then right at Theater Drive.

Airport Transfers:

Our Airport Representative will be glad to assist you with your transportation requirements.

For International guests arriving at the Ninoy Aquino International Airport Terminal 2, please proceed to the hotel lounge located at the right side of the arrival lobby.

For International guests arriving at Terminal 1 via Philippine Airlines, kindly exit through Gate 1 or 2 and turn left to the Transportation Service Area where our Airport Representative clad in violet shirt would be waiting to assist you.

For guests travelling on Philippine Airlines’ domestic flights through Terminal 1, kindly exit through Gate 1 and turn right to the Transportation Service Area.

Accommodation Overview

Bask in the modern glamour of Dusit Thani Manila’s 538 pleasantly inviting and newly-renovated guest rooms and suites.

Classified into six room categories - the Deluxe Room, Club Room, Corner Room, Grand Room, Ambassador and Presidential Suites; the hotel boasts distinct and luxurious interiors to cater each discerning guest’s specific needs.

With the hotel’s highly-trained service-dedicated professionals, each guest is ensured of impeccable service, depicting the distinctive synthesis of royal Thai hospitality and Filipino geniality.

             Check in time is 14:00 hrs and check out time is 12:00 noon.

            

Amenities and Facilities

Coffee and tea making facilities  In-room safe

Remote-controlled LCD flat screen television with on-demand video facilities

Bed side switch control

IDD / NDD telephone

Internet connection

Mini-bar

Working desk

Hair dryer

Complete bathroom amenities

Hotel Facilities and Services

Airport Transfer Service Baby-Sitting Service

Club Lounge

Business Centre

Concierge

Dental Clinic

Dining Outlets

Foreign Exchange Service

Flower Shop

DFiT Fitness Studio

Medical Clinic

Room Service

Shopping Arcade

Spa

Swimming Pool

Transportation Desk

Tour & Ticketing Offices

Hair and Beauty Salon

Valet Service

Dining Overview

Indulge in your epicurean pleasures with Dusit Thani Manila’s selection of authentic cuisines creating a rich and zestful mosaic of international flavours and dining preferences, set within aesthetically superb interiors. 

Restaurants

Come and relish the internationally acclaimed Tosca Italian restaurant that offers affordably priced Italian specialties paired with wines from Tosca’s award-winning wine list, praised by Wine Spectator.Our Japanese restaurant UMU with its award-winning Japanese design includes live cooking stations, private rooms and an al fresco dining area with a picturesque view of the Koi Pond and manicured garden.Experience the splendour of Thailand with Benjarong restaurant serving Royal Thai Cuisine in an authentic Thai setting, or take pleasure in the comfortable ambience of the Basix restaurant with its wide range of local and international dishes.

Dusit Gourmet is located in the hotel lobby and is the place to treat yourself to freshly baked cookies and

cakes and homemade chocolates, sandwiches and ice cream.

Lounges and Bars The Lobby Lounge is the venue to meet friends and family amongst elegant surroundings, with fine drinks and snacks available. Open throughout the day, Afternoon Tea is a highlight, and there is live entertainment in the evening.

Fiesta San Miguel,Is a place to unwind after a busy day in the office or just for a fun night out. Enjoy the

freshly brewed beer on draft from the hotel’s Micro Brewery, or sip on a nice glass of wine while enjoying the live music.

Sunday Family Crossover Brunch Relive the tradition of Sunday Brunch with the entire family and indulge in an exciting array of authentic dishes, live cooking stations, heavenly desserts.Enjoy sparkling wine and other signature beverages with three of the world’s most renowned epicurean delights – Thai, Japanese and Italian – and with an array of other international cuisines only at Dusit Thani Manila’s Crossover Family Sunday Brunch. Every Sunday 11.30am-3pm

Branches

Thailand

Bangkoko Dusit Thani Bangkok

o Dusit Princess Srinakarin, Bangkok

o Royal Princess Larn Luang, Bangkok

o Pathumwan Princess, MBK Centre, Bangkok

o Grand China Princess, Chinatown, Bangkok

o Bel Aire Princess Sukhumvit, Bangkok

o Chatrium Suites Bangkok - A Dusit Thani Hotels Partner

Chiang Mai

o Royal Princess Chiang Mai

o dusitD2 chiang mai

Chiang Rai

o Dusit Island Resort Chiang Rai

Hua Hin

o Dusit Thani Hua Hin

Koh Chang

o Dusit Princess Koh Chang

Korat

o Dusit Princess Korat

Pattaya

o Dusit Thani Pattaya

o dusitD2 baraquda pattaya

Phuket

o Dusit Thani Laguna Phuket

Philippines

Manilao Dusit Thani Manila

United Arab Emirates

Dubaio Dusit Thani Dubai

o Dusit Princess City Centre, Dubai

o Dusit Residence Dubai Marina

o Pearl Coast Premier Hotel Apartments

Egypt

Cairoo Dusit Thani LakeView Cairo

Hotels & Resorts Opening Soon

Dusit Thani Hotels & Resorts

Dusit Thani Sanya – Opening December 2011 Dusit Thani Abu Dhabi, United Arab Emirates – Opening 2011

dusitD2 hotels & resorts

dusitD2 new Delhi – opening 2011

Dusit Devarana Hotels & Resorts

Eighth Heaven Phang Nga – A Dusit Devarana Resort – Opening 2013 Dusit Devarana New Delhi – Opening 2011

Dusit Devarana Jaipur – Opening 2012

Dusit Devarana Rishikesh – Opening 2013

DUSIT THANI HOTEL

Ayala Centre, Makati City

Metro manila Philippines

Practicum Report