To become a full pledge hotelier or restaurateur, an individual has to undergo a

thorough training in which industry immersion is one of the steps in the preparation.
Accordingly, as an integral part of the curriculum of Master of Science in Hospitality
Management, graduate school students pursued their international case studies in
hospitality and tourism management through internship in the three sought-after
international hotels in Cebu City namely: Marco Polo Plaza, Best Western Plus Lex
Cebu and Cebu Parklane International Hotel respectively on March 11 to 17 , 2018.
This opportunity gave me very essential knowledge and experiences which
indubitably boosted my development as a student and as an academician.
Hence, may I use the acronym MSHM to sum-up my learning insights.
M - mastery. The course MHM 206A was very challenging, enjoyable and
interesting. It made me familiarized or experienced the international scenario of
hospitality industry and it made me grow to become what I envisioned in the near future.
Thus, it paved way for me to master my craft through first-hand learning experiences
and eruditions that books could never explain.
S – success. Looking deeply into the word “SUCCESS” would not always be a
bed of roses. More often, it is a challenge and a responsibility. Hence, hoteliers or
restaurateurs must always possess positive attributes towards work. They must have
the genuine spirit and true character of a real hospitality professional. Most importantly,
they must have strong educational foundation which serves as a gateway for their
success. In doing so, bachelor’s degree graduates should always show eagerness and
patience to go on for educational advancement.
H – hospitality. There’s a reason why tourism and real estate in Cebu are
booming industries. Of course, the notable beauty of the natural surroundings is given.
Eventually, it is the people that make it all the more special, because Cebuanos are well
known for their hospitality and warmth. As a proof, locals from other parts of the country,
foreigners and expats find Cebu lovable as they explore the province and make the
charming place their home.
M – memory. Our exploration to the queen city of the south is one of the most
indelible memories of my life, because I saw the breath taking views of one of the world
class beaches, tasted the most delectable delicacies, and learned the rich cultural
heritage of province. Therefore, these made my five days stay in the cultural center of
the Philippines very CEBU-mazing!
With all these, may we warmly accord our overflowing gratitude to the
administrators of St. Paul University Philippines for giving us such imperative chance to
hone our skills for industrial operations in the international standards. Thank you so
much!
Marco polo

Areas of Concern Strengths Weaknesses Opportunities Threats Remarks

Operation System They have Dinner spoon Can cater both Customer loyalty Staffs should
and Procedure international and fork is used the local and religiously
SOP set by the as dessert spoon international Customer follow the
management of and fork. tourists and satisfaction prescribed SOP
Wharf Hotels guests in all in F and B
under the Tattered Menu ages. Customer department for
Marco Polo and book covers. feedback them to attain
Niccolo brand Brand prestige and maintain
which is Repetitive menu and fame. excellent
operated by in the breakfast services at every
Wharf Holdings and lunch guest
Ltd. buffet. interaction.

The property
houses four
award winning
different food
outlets that
offer distinctive
cuisines.

Excellent
tasting food and
beverage in the
buffet for
breakfast, lunch
and dinner
paving for
garnering
“Most Creative
Hotel” for food
and beverage
concept in the
Marco Polo
chain at the
Hotel Groups
2008 Marketing
Conference in
Hong Kong and
“Best Buffet
Restaurant” by
ZEE Lifestyle
Magazine’s
Readers Choice
Committee.
Special children
menu is
available.

Membership to
“Chaine des
Rotisseurs”
Facilities and The equipment Some of the They can cater Natural calamities Kitchen and
Equipment and other kitchen and or provide wide dining facilities
facilities needed dining facilities range of Damages through should be
in the and equipment services pilfirages caused upgraded to new
department are such as bar according to by both guests ones in order to
present. counter, guest needs and and employees. deliver flawless
refrigerator, top wants. service beyond
range are old. High utilities expectation and
expenses due to to avoid
Kitchen wastage. inevitable
equipment such occurrences that
as top ranges High cash out- may inflict
and sink are not flows due to threat to the
well purchase of new health or to the
maintained. facilities and life of both
equipment for the employees and
Kitchen staff operation. guests.
forgot to turn
off the faucet Accident or
after using. injuries to
employees and
Unwanted guests
marks caused
by scratches on
the floor, on
some walls, and
coach in the
dinning lounge.
Sanitation HACCP Kitchen top Hosts Food borne There should be
Procedures accredited. ranges used in international illnesses due to consistency in
their “show food fairs and contamination exercising and
The staffs kitchen” are not other may impose implementing of
observe well cleaned gastronomic threat to the HACCP
personal and sanitized. activities like health or life of procedures and
hygiene and “Confrerie de la both guests and practices.
proper Kitchen floor is Chaine des staffs.
grooming in all wet and Rotissuers” an
the F&B slippery. international Customer
outlets. food celebration complaints
Food left-overs for the crème de
are not kept in la crème.
the refrigerator
after operational Garnering
hours instead prestigious
they are stacked awards by
in the food reputable award
trolley and left giving bodies.
in the dinning
lounge.
Man power The HR One of the In- Happy Customer The HR should
Management provides F&B room dinning employees complaints be firm in
employees’ attendants is not make happy training their
development well-trained in guests. Turn-over of staff to maintain
and security by terms of employee which the brand SOP.
providing set of communicating Loyal is cause by
trainings, with guest. He employees attractive salary
performance lacks self- scheme in other
appraisals, confidence and related industries
benefits such as proper such as travel
incentives, phraseologies in trade, aviation
bonuses and handling room and overseas
other related service. migration.
programs,
internal
recruitment
when there is
job vacancy.
Work Atmosphere Staffs maintain Some Unity or Unprofessional Staff and other
and Interrelation harmonious employees are cooperation dealings with co- personnel may
relationship not professional among staff can staff can lead to undergo a
with each other. in terms of lead to the misunderstanding training/seminar
communication attainment of among staff. regarding
with other staff. the brand’s professional
vision and ethics.
mission.
Best western
Areas
Strengths Weaknesses Opportunities Threats Remarks
Concern
Operation They have Kai Restaurant They can cater Guest’s feedback The hotel is
System and international is not that both international and loyalty. notable for their
Procedure restaurant, bar spacious that’s and local guests. Customers might creativity in
and infinity why they look for more maximazing their
pool. expand their They offer spacious hotel. facilities since
space up to the bespoke and they are only
Maximum of hotel lobby uncompromising serving in-house
two children 6- during breakfast. services to guest guest in the
12 years old are at every department and
free of charge There were no interaction. there is no
on walk-in guest chance of
accommodation who dine in the expansion or
without free restaurant. building a
breakfast, but spacious food
50% discount on outlet.
breakfast rate.

They have a
good quality
buffet during
breakfast with
made-to-order
egg station
which and
made-to-order
pasta station.

Facilities They have a The hotel They can provide Since hotel do not Parking area
and unique set up for doesn’t have good service to have spacious should be given
Equipment the air condition spacious parking their guests. parking lot, guests importance
in Kai lot that will who bring their car because it is part
Restaurant accommodate Guest who needs will tend to look for of the
which enable to all guest’s relaxation will another hotel. management
distribute vehicles. surely appreciate They will look for responsibility to
equally the air the ambiance in hotel that can guests’
coming from the the roof top. assure that their properties.
cooling unit and vehicles are safe.
not only
concentrating on
one side or area.

The roof top

pool and a small
bar area are
really worth to
visit. You’ve got
a good view of
the sunset and
streetlights
during night
while drinking
your wines or
beers.
Sanitation Staffs observe Drainage is Well groomed Guest’s feedback or The management
Procedures personal smelly. Guest Food & Beverage complaints. must check their
hygiene. can smell the Staff waste disposal.
drainage in the Rodents and pest Waste disposal
lobby. can breed within must have a
the hotel premise separate exit
They use the due to the possible door.
lobby main door habitat brought by
in disposing the faulty drainage. The drainage
their garbage. Hence, it can should be
impose threat to the reconstructed in
health or life of order to
both the employees eliminate
and guests. unwanted odor in
the hotel
premise.
Man power The owner of Some of the Staffs who love The lack of Educational
Managemen the hotel staffs are not their job will sufficient qualification
t respects and degree holders definitely provide educational coupled with
listens to his nor holders of a good service to qualification necessary skills
staffs. Because related courses the guests. jeopardises the should be the
he believes that to hospitality quality of the basis for
his managers management. sector. employment and
know the needs Their basis for not skill alone.
of the hotel. employment is
skill alone.
HR department
provides Job mismatch.
trainings and
employee’s
appraisal.
Work Staffs have a Some of the Unity is the key to Communication The staff should
Atmosphere good staffs find hard success. It problem might enhance their
and relationship with in increases the cause communicating
Interrelation each other. communicating morale, misunderstandings skills in order to
with their guests productivity and between guests and provide indelible
due to their collaborative employees that can experiences to
dialect. innovation in the lead to problems guests at every
workplace. and issues in the interaction.
hotel.
Parklane

Areas
Strengths Weaknesses Opportunities Threats Remarks
Concern
Operation Enjoy local Foods in They can cater Guest’s feedback Menu
System and and Manuel’s are local and and loyalty. planning
Procedure international very common. international should be
dining guests. given
selections emphasis so as
from the on- to achieve
site variety of
restaurants dishes in the
like Manuel’s food outlet
and Bean
Date.
Facilities Guests can Damaged They can Lack of Damaged
and order lunch properties like provide the maintenance can properties
Equipment or dinner tables and needs of their cause any accident should be
from chairs at the guests. to both staffs and properly taken
Poolside Bar pool area are employees. cared off.
while very visible. They can help They must be
lounging out They just their customers Guest’s feedback. kept away
by the pool. placed it on to plan, host from the
one of the their meetings public areas so
They offer corner at the and other as not to be
various pool area. business eye sores for
facilities appointments. guest and
which can Lack of sometimes
make the stay maintenance to may cause
of guest some of their unexpected
indelible. properties at occurrences
Kan-anan that may
Restaurant. inflict to the
health or life
of guests.
Sanitation Staffs Staffs don’t Well-groomed Guest’s feedback or The
Procedures observe clean the Food & complaints. management
personal griddle and Beverage Staff needs to
hygiene. other kitchen Food borne maintain their
equipment illnesses due to facilities and
after use. contamination may equipment
impose threat to the sanitation
Griddles and health or life of procedures to
some stoves both guests and ensure the
are rusty. staffs. safety of
guests.
Left-over
foods are just
displayed
anywhere at
Manuel’s.
Man power HR provides During peak Staffs are Guest feedback Managers
Management proper hours some of prepared in should
training for the staffs do provide Customer Loyalty supervise the
their not practice exceptional operation of
employees. religiously the services to its the
SOP of the target market. department
property. intently in
order to carry-
out the SOP
consistently
even peak
hours.
Work Top There is no The company Guest feedback There must be
Atmosphere management staff leadership vision and staff
and and staffs are toolkit as a mission is Customer Loyalty leadership
Interrelation united. They formal way for attained. toolkit every
work duty turn-over day before
together as a among staff Customer shifting to
team. during shifting satisfaction keep abreast
hours. with issues
and necessary
erudition on
the property
brands to be
led by
department
managers.
This way can
ensure that
staffs are
reminded with
the property
SOP.