The Guest and Eastern Manila Hotel

I started my On-the-Job-Training at Eastern manila hotel last April 12, 2012. Actually, it was my first time to go there not knowing that after having my orientation about the things that they do in their office, I can already start working.

At first, I was really nervous because I don’t have any working experience and also, it’s a new environment for me because I have to deal with people who are a lot older than I am. I was really shy for the first few days of my OJT because I was still observing the people around me and I became very conscious especially on how I act and behave in front of them. But after a few days of being shy and aloof, I was already starting to share my ideas about things and I was already comfortable and confident whenever I’m with them.

This is my first time in hotel I was really shocked when I saw many big trash bags that were full of garbage and when I found out that big trucks were the ones disposing these waste materials. I never imagined that this kind of situation happens in their place every day. While I was segregating these waste materials, I realized how lucky and privileged I am with the kind of life that I have. Also, I realized the importance of proper waste segregation because I was able to experience the hard task of separating garbage from one another.

As part of course requirement in Bachelor of Science in Hotel and restaurant Management, students have to be deployed for the OJT Perhaps just like other students who have been given the chance, training would always start with unexplainable excitement and anxiety which is a normal life’s encounter.

My experience in Eastern manila Hotel really served as one of the most unforgettable experiences because I learned how to handle difficult situations and able to resolve it the way I knew how by practical application of common sense remembering the principles and theories I
learned during my formal training in school. Personal experiences shared by my mentors handling dissatisfied customers during my formal educational training helped me a lot during those hard times of my OJT. Indeed it is true that people are hard to please. Different guests have various need levels and definitions. Sometimes hard work does not guarantee customer satisfaction.

Part of my unforgettable and challenging experience was when one of the guests complained that I was unable to complete the utensils needed in a room service. The first order reacting to the situation was to listen to what the guest was saying, understanding that whatever and everything he uttered because he was unhappy on such given situation. After everything has been said, an apology extended with an assurance and attention shall be looked into to all of his needs.

The brief awful encounter which almost put me in tears, being scolded by a guest, the hard work in between unavoidable skipping meals just to be able to finish the tasks given to me-–instead of giving up, it served as an inspiration and motivation to do well on my OJT.

Reflecting back, the training was a perfect venue to hone one’s skills handling and communicating with people, skills doing the job and preparing to become competitive as HIM students and a future key player in the hospitality industry.