pontefino narrative
TRANSCRIPT
Table of Content
Title Page 1
Table of Content 2
Acknowledgement 3
Introduction 4
Discussion of Findings /Analysis/Recommendation 9
Recommendation 15
Bibliography
I. Acknowledgement
I wish to acknowledge the invaluable help and assistance given by all the
people who have witnessed their struggles to finish my professional learning
experience (internship program).
To Mr. Dexter Buted, Dean of College of International Hospitality
Management. For the guidance and help he provides to all BS TOURSIM
students in support for our internship programs.
To Mr. Mark Irwin C. Celis, Associate Dean. To properly reinforce our
knowledge through lectures and activities and for giving me advices prior to
problems arises in the learning experience areas
To Hotel Pontefino. The company where I held my internship program, for
allowing me to implore my expertise in airport services and customer care
services.
To my family for supporting me with love, for providing me my needs. I could
not finish my internship program without them.
And most of all, God Almighty for being the reason why they are living, for
giving them the courage and strength to face all the obstacles in life and for all
the blessings that He have given to me.
II. Introduction
Hotel is defined as “A place where a bonifide traveler can receive food and
shelter, provided he is in a position to pay for it and is in a physically and
mentally fit conditioned to be received,” Hence a hotel must provide food and
beverage, lodging to travelers on payment and has, in turn, the right to refuse if
the traveler is drunk, disorderly, unkept, or not in the position to pay for the
services offered.
The Hotel industry perhaps one of the oldest commercial enterprise in the
world. The first inns go back to the sixth century BC and were the outcome of the
urge to travel, spurred by the invention of the ‘wheel.’ The earliest inns were
ventures by husband and wife teams provided large halls for travelers to make
their own bed and sleep on the floor. They also provided modest wholesome
food, thirst quenchers like wine, port, ale etc. and stabling facilities.
Entertainment and recreation were provided by the host’s wife or his wench. The
entire cooking service was provided by the husband and wife team and his
family.
Pastor Village, Gulod Labac, Batangas City
This centrally located hotel is conveniently close to the center of Batangas
City and offers comfortable guestrooms surrounded by well kept gardens. This
recently opened resort style hotel is just a two hour drive from the capital city of
Manila and is ideally located to see major tourist destinations in the area. The
elegant building boasts 60 rooms and suites with modern amenities such as
cable TV, air conditioning and separate bathroom. The hotel also caters for
business guests with a variety of large meeting rooms, as well as the outdoor
The Ponte Fino Tent which can host seminars and other large events for up to
500 people. The Ponte Fino Hotel also features a multitude of dining options
thanks to its Robusta and Pastorelli restaurants serving delicious local cuisine
and other Asian favorites.
A hotel can provide good service, when its all department will work
together in an efficient and effective way, by showing good team work,
coordination and communication. The most function of a hotel si to provide food
and shelter to prospective guest.
At Hotel Pontefino, you can save up on gas and go all-out on the actual
vacation. If you wish to go outside of Metro Manila but want all the comforts of
home, look no further than this hotel in Batangas. Hotel Pontefino prides itself of
its 40 Premium Rooms and 20 Fino Suites (including the romantic Terrace Suite)
to suit even the most discerning guest's taste.
Hotel Pontefino gives new meaning to a hotel stay in Batangas - or
anywhere in the Philippines for that matter - with the supreme combination of
class and hospitality. All rooms are furnished to the finest detail and decorated
with a touch of world-renowned Filipino warmth.
With all the activities you can do in this hotel in Batangas, you will sleep
soundly when the day comes to an end. Warm hues of chocolate and cream
await you in all guest rooms, eager to envelop you in extreme coziness and
comfort.
A welcome drink, the use of the pool and the gym, the daily newspaper,
and two bottles of mineral water refilled daily are just some of the amenities that
come with your stay at the Pontefino hotel in Batangas.
All rooms have:
Air-conditioning
Welcome drinks
Daily newspaper
2 bottles of mineral water replenished daily
Telephone
Cable television
Coffee / Tea maker
Room safe
Internet access in all rooms
Free use of the Internet for 1 continuous hour
Fax machine (available for rent)
Microwave (available for rent)
Computer with printers (available for rent)
Use of infinity pool and gym
Rates are inclusive of
Pontefino breakfast for 2
Rates are for single/double occupancy
Robusta
Robusta New Batangas Cuisine; Indulge your palette with a menu which
showcases the best of what is in Batangas. The food is carefully prepared by the
chefs of Hotel PonteFino to satisfy the discriminating taste of its guests. It's
robust in every Filipino way. Our featured dishes are Special Bulalo, Batangas
Adobo, Steamed Maliputo and many Continental dishes.
Pastorelli
The true essence of dining will be defined when you experience Pastorelli.
We are excited to surpass your expectations with a four-course dinner featuring
Asian Freestyle Cuisine. Our featured dishes prepared to perfection are:
Macadamia Crusted Tilapia with Smoked Duck, Tiger Prawns with Risotto, and
Chicken Duxelle with tomato base pasta.
Hotel Pontefino takes pride in food and beverage offerings and multi-
talented local kitchen staff, and will assure you of consistently sumptuous, simple
yet delectable dishes at very reasonable prices. For groups and conferences, or
event that special social event, our chefs can prepare just about any kind of
banquet you may require.
Organizational Structure
Food and Beverage Manager
Assistant Food and Beverage Manager
Restaurant Manager
Room and Service Manager
Banquet
Assistant Manger (F&B)
F & B Executive
Senior Captain
Senior/Head Waiter
Waiter
A F&B personnel in a hotel/restaurant could be defined as someone who
takes and serves guest’s orders. While the definition is technically correct, it
leaves out the heart of the F&B staff’s job. A better definition might be: A food
and beverage service employee who does everything possible, within a reason,
to make each guest’s dining experience exactly what he or she wants it to be,
and who exceeds guest expectations whenever possible.
III. Discussion of Findings /Analysis/Recommendation
Food and Beverage Department
The food and beverage division plays a key role in providing food and
drinks to in-house guest as well as out-side guests. They are usually expected to
perform their task in carrying out the service of food and beverage on many ways
in a number of factors which is the type of establishment, customer and menu
presented, site of the establishment, time available for the meal and costing.
Food and Beverage services can be looked at from the customer’s point of view.
Essentially, the customer enters a food service area, orders or selects his/her
choice and then is served.
Food & beverage industry is usually defined by it output of products, to
satisfy the various demands of food & drinks of people. But it doesn’t include the
manufacturing of food & drink and its retailing. In today’s world, the food &
beverage service industry has expanded a lot and now-a-days, as per calculation
it is serving more than 100million meals per day. It has spread across all walks –
of life. Hotel, restaurants, industrial canteen, hospital canteen, railway, airways,
all are now part of food & beverage service industry.
As a Food & Beverage Service personnel of a restaurant, you are
responsible for:
Preparing for service.
Greeting guests
Taking the order
Serving the order
Creating a friendly atmosphere where guests can enjoy themselves.
Completing service
Helping co-workers as needed.
Attributes of Food & Beverage service personals
A professional and hygienic appearance
Knowledge of food and drink (your product)
Punctuality
Local knowledge
Personality
Attitude to customers
Memory
Honesty
Loyalty
Conduct
Sales ability
Sense of urgency
Customer satisfaction
Complaint handling
Operation Systems and Procedures
A. Table Service
In this category, the guest enters in the area and is seated. Menu list
are given or displayed for orders. The orders have been taken by
waiter. Then the service is done a laid cover on the table. Assisted
Service
B. Assisted Service
In this, the guest enters the dining area and assisted himself for getting
the food, either from buffet counter or he may get served partly at table
by waiter and the extra need to be collected from the counter himself.
Consumption may be done on either at the table, standing or in lounge
area/banquet hall.
C. Self Service
In this type of service, the guest enters in the dining area, selects his
own tray or from the food counter and carries food by himself to his
seating place.
D. Single Point Service
In this service, the guest orders, pay for his orders and get served at
single point. There may be may not be any dining area or seat out
Specialized Service
Grill Room Service: In this form of various meats are grilled in front of the
guest. The meats may be displayed behind a glass partition or well decorated
counter so that the guest can select his exact cut of meat. The food come free-
plated
Tray Service: Method of service of whole or part of meal on tray to
customer in situ,
Trolley Service: Method of service of food and beverages from trolley,
away from dining areas
Lounge Service: Service of variety of foods and beverages in lounge area
Room Service: It implies serving of food and beverage in guest rooms of
the hotel. Small orders are served in trays. Major means are taken to the rooms
on trolleys. The guest place his order with the room service order taker. The
waiter receives the order and transmits the same to the kitchen. In the meanwhile
he prepares his tray or trolley then goes to the cashier to have a cheque
prepared to take along with the food order for the guest’s signature or payment.
Usually clearance of soiled dishes from the room is done after half an hour or an
hour, however, the guest can telephone room service for the clearance as and
when he has finished with the meal.
Facilities and Equipment
Tables come in three accepted shapes: round, square and rectangular. An
establishment or restaurant may have mixture of shapes to give variety, or tables
of all one shape according to the shape of the room and style of service being
offered.
Linens is one of the most costly items with overheads and therefore its
control is important. These are used to cover the table-top and to assist guest to
maintain themselves neat and clean.
Flatware and cutleries: there is an almost unlimited range of flatware,
cutlery and hollowware in the use of catering industry today. These items are
necessary to give with knife, fork, spoon, flats, and vegetable dishes and lids,
entrée dishes and lids, soup tureens, teapot etc.
Glasswares contribute to the appearance of the table and overall
attraction of the room. There are many standard platters available to the caterer.
Most manufacturers now supply hotel glasswares in standardsizex for
convenience of ordering, availability and quick delivery. Glasses are measured in
terms of capacity by ‘fluid ounces (oz)’ and ‘centiliter (cl)’
Chinawares must blend with the rest of the items on the table and also
with the general décor of the place.
The SIDEBOARD is a sort of cupboard with a number of different types of
selves to stock the essential cutleries and crockery’s and table linen required
during service to the guest in a restaurant or dining room.
Strength
Physical environment may be an important determinant of customer
satisfaction and subsequent behavior when services are consumed not only for
hedonic purposes but also for customers who spend moderate to long periods of
time in the physical surroundings. Since Pontefino Hotel provides a entertaining
environment and surroundings as fashioned by service organization to facilitate
the provision of service offerings to customers, they provide the best quality of
service and enjoyment for their clients. They provide consumer’s formulate
approach based upon the response to physical elements in consumption settings
and environment. The establishment will have a future in a place such as
Batangas City since the place is for modernization and continuance of
urbanization, accommodation is one factor that will enhance the tourism industry
in Batangas City.
Weaknesses
Guest satisfaction encompasses all aspect of the service with which the
consumer may interact including personnel, physical facilities, and other tangible
elements during a given time. Even the establishment of Pontefino Hotel can
accommodate all these to their clients, competition among other establishment is
a risk for them. They should maintain the proper etiquette of their employees as
well as their credibility by allowing them to participate in other training regarding
their area of specialization. With a high quality of services, people will demand a
services that leveled their anticipation and claims. This can be the weakness of
the company as to their provided services, they should continue to innovate
according to the preference of their clients and customers to gain their
patronage. Other small establishment who can offer same service with a much
lower price is a threat to the company, the management should pay more
attention to the design of the service as it can also help them gain a competitive
advantage since the level of restaurant is the same.
IV. Recommendation
Conclusion. Physical environment is as important of the services provided of the
establishment. Furthermore, services offered and guest satisfaction affects the
competitive advantage of the establishment and the customer in time he spends
to experience the service and accommodation and these would have an impact
on the overall evaluation of the service experience.
V. Bibliography