PRACTICUM REPORT

On
Diamond Hotel Philippines
Roxas Boulevard cor. Dr. J. Quintos Street,
Manila 1000, Philippines
July 07, 2015 September 10, 2015

In partial fulfillment of the requirements for the course

Practicum 1 (400 hours) Housekeeping
Lyceum of the Philippines University
College of International Tourism and Hospitality Management
Intramuros, Manila
SY 2014-2015(summer)
SUBMITTED TO:
Mr. Roberto Z. Zozobrado

SUBMITTED BY:
Egie F. Malapajo
09162953654
Patutong Malaki South Coffee Home, Tagaytay City
SUBMITTED ON
March 28, 2016
TRAINING PERIOD (July 07, 2015 September 10, 2015)

Table of Contents
I. Title Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
II. Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
III. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
A. Name and General Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
B. Objective/ Philosophy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
C. Ownership/ Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
D. Organizational Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
E. Facilities, No. of Outlet, Name and Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-9
IV. Discussion of Findings/ Analysis/ Recommendation . . . . . . . . . . . . . . . . . . . . . . .10
A. Areas of Concern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12
B. Operations System and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
C. Facilities, Equipment, Etc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
D. Manpower Scheduling, Work Method and Styles of Communication . . . . . . . . . . . . 13
a. Strengths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
b. Weaknesses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
c. Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
E. Working Atmosphere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
F. Sanitation Procedure/Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
V. Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
VI Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
VII. Annex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

III. Introduction
Diamond Hotel Philippines is a world-class hotel located in Manila, Philippines.
It is near the historic Manila Bay and other historical places in Manila. The hotel is a
27-storey building with 485 rooms furnished with elegant facilities and amenities.
They also have leisure facilities that include Tennis Court, Spa, Sauna, Swimming
Pool, Jacuzzi, Fitness Centre and Massage. Their family facilities include Babysitting
Service and Connecting Rooms. Diamond Hotel has a variety of restaurants and bars
specializing in different cuisines and diners are sure to have a remarkable dining
experience. Function rooms are also available for memorable weddings and
successful corporate events. Swimming pool and outdoor whirlpool, tennis court,
Health Club and Spa, LifeSpan Reflexology and gym facilities are perfect for
recreational and fitness activities. Each of the Diamond Hotel's 500 luxuriously
appointed guestrooms reflect a distinctive style complemented by superb amenities
and accommodating staff for your utmost comfort. From the comfortably plush
beddings and furnishings in warm earth tones to the wide bay windows for a
breathtaking view of the Manila Bay sunset and the cityscape. The air-conditioned
guestrooms at Diamond Hotel Philippines include safes and coffee/tea makers. Wired
high-speed Internet access (surcharge) is provided. Televisions are equipped with
cable channels. All accommodations provide desks and phones. In addition, amenities
available on request include in-room massages, irons/ironing boards, and wake-up
calls. Housekeeping is offered daily.

A. Name and General Location

Diamond Hotel
Quintos St., Ermita Manila, 1000 Metro Manila

B. Objective/ Philosophy
Diamond Hotel aims to be the preferred business and leisure five-star hotel in the
Manila Bay area by their customers, associates and stakeholders by the year 2017. Their
Mission is that they do more to provide a delightful experience to their customers. They
also have corporate values like Pro-activeness, Integrity, Efficiency, Consistency,
Empowerment, Social Responsibility, Ownership, Family Orientation, Innovation,
Communication, Competitiveness and Employment Engagement.

C. Ownership/ Management

The Diamond Hotel is being managed by Mr. Ramon S. Ang and Ms. Cecille L. Ang.

D. Organizational Chart

E. Facilities, No. of Outlet, Name and Type

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Corniche is the hotel's restaurant located at the lobby level which showcases the
combination of beautifully appointed facilities, elegant interiors, cuisines of the world
and impeccable service. Highlighted by the lushly landscaped garden view and
picturesque rock formation with a cascading waterfall, Corniche offers an exceptional
breakfast, lunch and dinner buffet spread and an extensive all-day a la carte menu. The
buffet selection is composed of Asian, Western, Japanese, salad and dessert stations, all
meticulously prepared by culinary experts.
Dubbed as the most authentic Japanese Restaurant in Manila, the award-winning
The Yurakuen Japanese restaurant indulges guests in exquisite Japanese food masterfully
prepared by a Japanese Chef. True to its authenticity, Yurakuen's kimono-clad food
attendants, serve only the freshest food to satisfy your palate. A scenic view of a rock
garden with tropical plants and glass cherry-blossom trees add a surreal effect on the
restaurants ambiance.
The Lobby Lounge is the newest dining attraction located at the hotel's elegant
lobby. The Lobby Lounge will heighten luxury with its contemporary look that is modern
and inviting with a delectable selection of culinary offers to match. Diamond Hotels
signature cakes, ice creams, pastries and a la carte menu specialties are offered, along
with Hediard Tea, Nespresso, Kohikan coffee and a selection of fine wines.
The Sky Lounge Music Bar at the 27th floor is the place to be for a fun-filled after
office night out. Enjoy the breathtaking sight of Manila Bay and the magnificent night
lights of the city while grooving to the tunes of the different live bands and performers.
Enjoy half price on local beers, chilled juices and iced tea daily during Happy Hour from
5:00 pm to 9:00 pm.

Health and Wellness Diamond Hotels exclusive Health Club and Spa offers the
perfect recreation and relaxation facilities for guests. The gym features equipment for
cardiovascular and strength exercises, and can offer personalized fitness programs. Inhouse guests may avail of complimentary use of the exercise room. For therapy and skin
cleansing, the sauna, steam room and Jacuzzi as a soothing finish to a strenuous day. Destress with a rejuvenating massage, or take a refreshing plunge at the swimming pool and
outdoor Jacuzzi.
Diamond Hotel Swimming pool. Have a rejuvenating plunge in Diamond Hotels
swimming pool and outdoor whirlpool. Refreshing beverages and sumptuous snacks are
also available at the Poolside Bar for that ultimate relaxation.

Facilities

Rooms

Presendential

Executive

Diamond Club

Premier

Deluxe

IV. Discussion of Findings/ Analysis/ Recommendation

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Department: Housekeeping
A. Areas of Concern
The Executive Housekeeper
As with all organizational departments, housekeepers will perform better if they
are under some form of coherent leadership from an executive housekeeper. The
executive housekeeper has several responsibilities including managing the
housekeeping team while keeping them on task regarding their daily cleaning
duties, identifying new cleaning opportunities or changes that should be made in
the current protocol, planning the housekeeping budget, ordering supplies, and
addressing concerns that are raised by the housekeeping team. The executive
housekeeper typically reports to the general manager or rooms division manager
and in larger establishments, may have an assistant executive housekeeper.

Supervisors
In larger establishments especially, there are generally supervisors who manage
each section that needs to be cleaned. Floor supervisors make sure that guest room
attendants have what they need to clean guest rooms properly. They also check
guest rooms after they have been cleaned for quality assurance. The public area
manager performs the same quality assurance checks in the lobby, hallways and
public restrooms. The laundry manager ensures that laundry attendants are
washing, drying, folding, and pressing items properly and in a timely manner.
Some establishments have a uniform supervisor who ensures any uniforms, aprons,
and linens at the establishment are not ripped, torn or stained while instructing

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linen room attendants where to stock them. There is also usually a control desk
supervisor who fields guest requests and makes sure that mini-fridges or bars
within each guest room are always stocked.

Guest Room Attendants

The largest responsibility that housekeepers have is to clean every guest room in
use daily. This must be done in an efficient and timely manner as rooms must be
either cleaned before guests return for the night or be made ready for the next set
of guests before they arrive. Employees tasked with this job should be able to clean
an average guest room, change the linens, and stock the bathroom with towels and
toiletries in under a half hour. Other employees provide support by picking up and
bagging dirty linens for the laundry and refilling housekeeping carts. All guest
room cleaners and support positions report directly to the executive housekeeper.

Laundry and Linen Room Attendants

Most lodging establishments have housekeeping employees dedicated to
laundering linens, towels, napkins, aprons, uniforms and any other items that must
be washed on a daily basis. Most employees in this department operate and tend to
the various washers and dryers as well as the pressing and folding machines. Other
employees serve as runners to either pick up dirty laundry or put clean laundry
away. In some cases a tailor is employed onsite to repair ripped clothing and linens
or repurpose them into aprons and rags. The laundry staff report either to the
laundry and uniform managers or the executive housekeeper.

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Public Space Attendants

In addition to cleaning guest rooms, the housekeeping department is charged with
tidying all of the public areas of the establishment including the lobby, hallways,
bathrooms, exercise room, meeting rooms and pool area. In rare cases the
housekeeping staff also cleans ballrooms or dining room areas. Attendants charged
with cleaning public spaces report either to the public area supervisor or the
executive housekeeper.

Mini-bar Attendants
While guest room attendants sometimes take care of stocking the mini-bar, busier
lodging establishments with many rooms will often employ dedicated mini-bar
attendants. It is the job of these employees to make sure that all mini-bars or
fridges in each guest room are stocked with water and alcoholic drinks that guests
can consume for an extra fee. Often, these employees will also make sure each
guest room has an ice bucket, coffee maker and coffee, tea and drinking glasses.
Mini-bar attendants report either to the control desk supervisor or the executive
housekeeper.

B. Operations System and Procedures

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You must knock 3 times before opening the door to make sure no one is inside
then if no one is inside first thing you do is open all the lights and move the curtains at
the side, second is gather the pieces of trash, third is clean the bathroom, fourth is dust
and vacuum the bedroom and lastly spray a scented water across the room.

C. Facilities, Equipment, Etc.

The housekeeping is an open area. It is designed to be a spacious work place. All

of the equipment is present and well sanitized.

D. Manpower Scheduling, Work Method and Styles of Communication

The employees will have to be in the office 30 mins. before the his/her shift. The
staff have 1-day rest day in a week. The staff communicates in natural way.

a. Strengths

All of their staff/housekeeping attendants are well trained so even if only few
people are in duty in every station, they can manage their time and can accommodate
their guests very well.
b. Improvement area/ weaknesses
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They lack employees and interns. Seminars are not being observed most of the
time. Seminars should always be implemented to improve everyones skills and to avoid
any mistakes in the workplace.
c. Recommendation
In the Housekeeping department, they must hire more attendants so that service
will be more efficient especially during peak hours. And they should have a clearer
schedule so that there would be no disturbances.
E. Working Atmosphere
The Housekeeping is a much-sanitized workplace because it deals with food and
beverage products. All employees have clean haircut, no facial hair, no piercing and
tattoos for the boys and a clean orange polo, Name plate, black pants, black socks and
black shoes. They are very approachable, professional and easy to work with. The
employees and the trainees shared their knowledge to one another.

F. Sanitation Procedure/Practices

All of the employees are wearing proper uniform. Employees have clean haircut,
no facial hair, no piercing and tattoos for the boys and a clean orange polo, Name plate,
black pants, black socks and black shoes. At sink they make sure that all the glassware,
utensils and other equipment is being sanitized with hot water after washing it, and after
that they will wipe it with a clean dry towel.

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And also the employees always observe proper sanitation by using proper
chemicals on cleaning the equipments. They use sanitizer before and after food contacts.

V. Conclusion
Therefore I conclude that Diamond Hotels Housekeeping can be a great guide
for On the Job Training. This is one of the opportunities of trainees like me to practice all
things that we have to learn from Lyceum of the Philippines University and a great
stepping-stone for my future career. I learned a lot and I also experienced real work in
the F&B industry. It is an important experience for every one of us because it is a
preparation for us in the future because one must have rich and right knowledge, skills,
attitudes, and experiences his or her profession.

VI. Bibliography
http://yourbusiness.azcentral.com/organizational-structure-housekeeping-department28066.html

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http://www.diamondhotel.com/
https://www.google.com.ph/maps

VII. Annex

16

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