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 Room and Service Banquet

Manager Manager

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