1

SKILLS IN THE HOTEL AND RESTAURANT WORKPLACE OF

THE SELECTED BSHM GRADUATES

A Faculty Research

Presented to the Center of

Research and Development

Bestlink College of the Philippines

In Partial fulfilment

of the Requirements for

Level 3 Accreditation

By:

ALICE L. TOLATO

September, 2023
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APPROVAL SHEET

This thesis entitled, “SKILLS IN THE HOTEL AND RESTAURANT

WORKPLACE OF THE SELECTED BSHM GRADUATES,” prepared and submitted by
Alice L. Tolato, in partial fulfilment of the requirements for the college application for
Level III Accreditation of BSHM, has been examined and recommended for acceptance
and oral examination.

_______________

Thesis Adviser
______________________________________________________________________

THESIS REVIEW PANEL

Approved by the Committee on Oral Examination.

_______________ _______________
Member Member

_______________
Chairman

Accepted and approved in partial fulfilment of requirements in the college

application for Level III Accreditation has been examined and recommended for

acceptance and oral examination.

RYAN MALDOS IGNACIO, Ph.D.

Dean, College of Business Administration

Date of Pre-oral Defense:

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ACKNOWLEDGEMENT

The researcher would like to express her heartfelt appreciation and gratitude to the

following persons who had encouraged and supported her, without their guidance and

assistance, this study would not have been into a reality, special thanksgiving to the

following:

MARIA M. VICENTE, DHL, President and CEO of this Bestlink College of the

Philippines, who offered affordable quality education to students of this community to

become productive and successful citizens;

MS. EDITH M. VICENTE, Executive Vice President, for the support to all employees

and students;

CHARLIE I. CARIÑO, Ph.D., Vice President for Academic Affairs, for his wisdom, to

make Bestlink College of the Philippines the center of excellence as to academe is

concern;

ENGR. DIOSDADO T. LLENO, Vice President for Administration and Finance, for

the support to all teachers concern in the conduct of their respective study;

DR. DANA FRANCE IGNACIO, BSHRM Program Head, for her encouragement

and support to make this research possible;

JOY EVELYN A. IGNACIO, RN, LPT, MAT, Ph.D., CRAD Research Head, for her

good heart to extend the needed help to all researchers;

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PANEL, DR. MILAGROS LUANG, DR. AURORA FERNANDEZ, and DR. NENITA

D. MAKALINTAL who extend their efforts and time to be able to criticize our research

thesis and share their knowledge with us, to deepen and widen our needed information;

RESPONDENTS who cooperated and shared their time in answering the

questionnaires and data needed in the research;

Above all, our ALMIGHTY GOD, for the knowledge and wisdom to accomplish this

research.

ALICE L. TOLATO
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DEDICATION

The researcher dedicates this humble

piece of the work to GOD and the researcher’s family,

relatives, friends ‘colleagues, and to the people

whose name are too many to mention,

for their consistent help and support

that has been the source of us

strength and inspiration to

pursue this endeavor.

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ABSTRACT

Title: JOB SATISFACTION AND BEHAVIOUR OF THE SELECTED BSHRM

GRADUATES
OF BESTLINK COLLEGE OF THE PHILIPPINES

Author: MS. ALICE TOLATO

Date of Completion:

INTRODUCTION

The Bachelor of Science in Hotel and Restaurant Management at Bestlink

College of the Philippines (BCP) is a four-year degree program that equips students

with the necessary knowledge, skills, and attitude to provide quality service in the

hospitality industry. It contains subjects that will address the needs of different sectors in

the hospitality industry such as culinary, front office, tourism, resort, and hotel

operations. The program also helps students to develop effective communication and

interpersonal skills which are essential in establishing positive customer relations.

METHOD
The researchers used descriptive qualitative and quantitative method of

research, which was designed for the researcher’s to gather data about the present

existing condition. The researcher’s goal was to employ this method to describe the

nature of real situation that exist at the time of the study. Descriptive research according

to McCombes (2022) aims to accurately and systematically describe a population,

situation or phenomenon. It can answer what, where, when and how questions, but not

why questions.
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RESULTS

DISCUSSION
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TABLE OF CONTENTS

TITLE

APPROVAL SHEET

ACKNOWLEDGEMENT

DEDICATION

ABSTRACT

TABLE OF CONTENTS

LIST OF TABLES

LIST OF FIGURES

LIST OF APPENDICES

Chapter Page

1 INTRODUCTION

Background of the Study

Review of Related Literature and studies

Theoretical Framework

Conceptual Framework

Statement of the Problem

Hypothesis

Significance of the Study

Scope and Delimitation

Definition of Terms

2 METHODS
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Research Design

Respondents

Sampling Techniques

Instrument Used

Construction and Validation of Instruments

Administration and Retrieval of Instruments

Statistical Treatment of Data

3 RESULTS

Subproblem No. 1

Subproblem No. 2

Subproblem No. 3

Subproblem No. 4

Subproblem No. 5

4 DISCUSSION

Summary of Findings

Conclusion

Recommendations

BIBLIOGRAPHY

APPENDICES

CURRICULUM VITAE
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Chapter 1

INTRODUCTION

This chapter presents the background of the study, related literature and related

studies, theoretical framework, conceptual framework, statement of the problem,

hypothesis, scope and limitation of the study, significance of the study, and definition of

terms.

The Bachelor of Science in Hotel and Restaurant Management at Bestlink

College of the Philippines (BCP) is a four-year degree program that equips students

with the necessary knowledge, skills, and attitude to provide quality service in the

hospitality industry. It contains subjects that will address the needs of different sectors in

the hospitality industry such as culinary, front office, tourism, resort, and hotel

operations. The program also helps students to develop effective communication and

interpersonal skills which are essential in establishing positive customer relations.

Moreover, the BSHRM faculty at BCP are highly skilled professionals focused on

the academic and career success, self-growth and leadership development. They are

committed to provide with the personal attention needed to succeed in a variety of

hospitality management settings, including: Hotel and Resort Operations; Vacation and

Tourism Promotions; Culinary and Restaurant Careers; Event and Conference

Planning; International Hospitality Guest Services; Hospitality Law, Liability and Risk

Assessment; and Product Development.

The Bachelor of Science in Hotel and Restaurant Management (BSHRM)

program provides students with a synthesis of different skills, concepts, and principles
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specializing in hospitality training. It involves the study and application of practical and

managerial knowledge and functions, such as hotel and restaurant operations, culinary

arts, food service, hospitality education, and research that are essential in preparing the

students to become adept future restaurateurs and hoteliers. Graduates from this

program have career opportunities as Restaurant Operations manager, Executive

Housekeeper, Front Office Staff, Front Office Manager, Management Trainee, Food and

Beverage Director, Restaurant or Lodging Business Owner, Leisure and Recreation

Consultant, Food Service Consultant, Academician, Food Stylist, Executive Chef,

Independent Caterer, Cruise Line Staff, or Bartender.

BACKGROUND OF THE STUDY

This study was conceptualized to determine the skills in the hotel and restaurant

workplace whether they have applied the theories, concepts and principles they learned

at Bestlink College of the Philippines, academic year 2022-2023. This study is also

focused to ascertain if the BSHRM graduates are satisfied and have learned new

techniques as regards to the tasks and assignments in their respective industry /

workplace where they served.

This study would like to verify if the BSHRM curriculum at BCP program is geared

towards equipping students with the necessary knowledge, skills and attitude to provide

quality service in the hospitality industry.

This study would like to find out if the BSHRM program at BCP contains subjects

that will address the needs of different sectors in the hospitality industry, such as

culinary, front office, tourism, resort and hotel operations. Its primary concentration is on
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the development of practical and management skills which are achieved through the

combination of theoretical classes, practicum exercises and experiential learning.

REVIEW OF RELATED LITERATURE AND STUDIES

This section contains a comprehensive review of related literature and studies of

the existing literature pertaining to a specific topic or research question. An effective

review provides the reader with an organized analysis and synthesis of the existing

knowledge about a subject. With the increasing amount of new information being

disseminated every day, conducting a review of related literature is becoming more

difficult and the purpose of review of related literature is clearer than ever.

All new knowledge is necessarily based on previously known information, and

every new scientific study must be conducted and reported in the context of previous

studies. This makes a review of related literature essential for research.

Samy et. al. (2023) pointed out that Tourism industry needs people with effective

soft skills. These are basic skills to efficient performance across all types of jobs. Many

stakeholders find a gap in the graduate's performance because of lack of soft skills. This

research aims to determine the required soft Skills for staff in the Tourism and

hospitality sector, evaluate the most important soft skills required in Tourism and

hospitality sector in Egypt and determine the soft skills differences between tourism and

Hospitality sector from hotels and travel agencies managers perspectives. A total of 295

questionnaires were distributed (190 hotel managers (general managers, human

resources, and training managers) represented 64,4% from the total population and 105

travel agencies managers represented 35.6% from the total population).The participants
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are from Great Cairo and Sharm Elsheikh. Results indicated that the Core and Special

skills were the same scores in weighted means. Soft skills differ from the perspectives

of hotels and travel agencies managers in special and managerial soft skills scores, this

means that hotels care about these skills during selecting and recruiting. The study

recommends that educational institutions should focus on developing students with soft

skills such as communication, planning, problem-solving, and leadership.

Geneva and Tan (2021) purpose of their paper is to identify the domain of

career preparedness that best influences the employability skills of hospitality

students. The study utilized a quantitative, non-experimental research design and the

correlational technique. A total of 250 randomly selected fourth-year College

students taking up hospitality programs from five identified HEIs in Davao City were

surveyed using a contextualized questionnaire. Data were analyzed using the mean,

Pearson’s r and regression. Results showed that the career preparedness and

employability skills of the respondents are at a high level suggesting that the measures

of both variables are often manifested. The findings of the study also revealed that

career preparedness is correlated with and has significant influence on employability

skills. When independently regressed, it was found that the generic skills of career

preparedness best influences employability skills

Waqanimaravu, Mericia & Arasanmi, Chris. 2020. Employee Training and Service
Quality in the Hospitality Industry. Journal of Foodservice Business Research. Volume
23, 2020 - Issue 3. DOI:10.1080/15378020.2020.1724850. Toi Ohomai Institute of
Technology

This study examines the relationship between employee training and service

quality in the hospitality industry. The study tested the impacts of perceived access to
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training, perceived benefits of training and perceived support for training on service

quality in the hospitality sector. Survey technique was used for the data collection. The

research participants were frontline employees and their customers. The frontline

employees responded to the training dimensions, while the customers’ completed the

questions on service quality. One hundred and twenty useable surveys were included in

this study. This study reveals a significant relationship between the employees’

perception of the benefits of training, support for training and service quality. This study

offers some important management and theoretical implications

Marneros et. al. (2021) study investigates the necessary core competencies for a

successful career in the hotel industry. For this purpose, two survey questionnaire

instruments were administered to collect data based on the views of both educators and

hospitality professionals in Cyprus. Utilizing the exploratory factor analysis technique

six-core competency factors were identified: Leadership and Critical Thinking,

Information Technology and Financial Analysis, Human Relations -Communication,

Interpersonal Communication-Cultural Diversity, Human Resource Management and

Professional Image-Operational Knowledge. Consequently, a model emerged for

identifying and developing core competencies required by the hotel industry that is

useful for educators, as well as hotel industry professionals.

According to Razak et. al. (2014), The growth and changes faced by hospitality

industry globally has in some way influence the competencies of its personnel. There
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has been growing concern about graduates' competencies as to what requires by the

industry. Previous study revealed that hospitality management programmes are not

preparing hospitality students adequately with the required competencies to fit in the

current workplace. As such, educational institutions should play their roles in developing

and embedding graduates with essential competencies thus preparing them towards the

competitive workforce. This paper aims to investigate the competencies required by

hospitality graduates from the industry's perspective. This paper is constructed based

from past studies on hospitality management competencies considering competencies

from the management competency model and the generic skills framework. A Delphi

technique is used to investigate graduates competencies from the viewpoint of the hotel

industry.

Agatep and Villalobos (2021) study was about the Employees’ behavior leads to

customer satisfaction, which, in return, affects the organization’s overall productivity.

This research attempts to explore the behavior of employees with customers’

satisfaction among selected establishments in Zambales. Descriptive re-search design

is used with the questionnaire to gather data from three hundred forty-six respondents

who were randomly selected. The findings showed that most of the respondents were

female, single, and college graduates in the early adulthood stage. The respondents

strongly agreed on employees’ behavior regarding employees’ general characteristics,

behavior towards customers, and work attitude. There was no significant difference in

the dimensions of employees’ behavior, but a significant difference in employees’

behavior as to general characteristics when customer-respondents were grouped

according to educational attainment. Significant on level of customer satisfaction when

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customer-respondents are grouped according to civil status, and there is “high positive

relationship” between the level of satisfaction and employees’ behavior as to general

characteristics and behavior towards customers while “very high positive relationship”

between the level of satisfaction and employees’ behavior as to attitude towards work.

Cabaluna and Mbaw (2021) study was conducted in the Philippines, the world's

Business Process outsourcing capital. The primary purpose of this study is to examine

the lived experience of leadership styles on employee job satisfaction in selected BPO

firms. This research report used a qualitative method based on descriptive

phenomenology research design to analyze BPO personnel lived leadership

experience, specifically front-liners and managers’ experience from Taguig City, Makati

City, Pasay City, and Pasig City within Metro Manila. We used an open-ended

questionnaire to collect data from respondents. Five major themes emerged: (1)

strengths development, (2) Communication and Innovation (3) Trust and respect (4)

Delegation and Employee empowerment (5) Reward and Correction. According to the

study's premise, most BPO companies in the Philippines practiced a combined

transformational leadership and transactional leadership style. To keep employees

happy, managers and BPO businesses can adopt a variety of leadership styles. The

most popular and researched leadership style is transformational leadership, which

stresses intrinsic motivation and employee development. Transactional leadership is

task-oriented and focuses on the needs of the followers. Laissez-faire managers, on the

other hand, stay out of the way. Job satisfaction is a pleasant or good emotional state

caused by job evaluation. Workplace happiness is unaffected by transactional

leadership remedial actions. The results show that employees are satisfied when their
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leader develops their skills, communicates and encourages innovation, builds trust and

respect for others, delegates and empowers employees while recognizing top

performers, and respectfully corrects mistakes.

Sedillo (2021) turnover intention is the most prevalent issue nowadays in every

organization. It is widely understood that recognizing and dealing with antecedents of

turnover intentions is a good way to reduce real turnover. The purpose of this study was

to investigate the relationships of leadership behavior and job satisfaction as predictors

of the turnover intention of Radiologic Technologists working in academic institutions in

Region XI, Philippines. This quantitative study utilized the descriptive-correlational

method. The selection of respondents was limited only to all full-time radiologic

technologist instructors working in 5 higher education institutions of Radiologic

Technology program. Moreover, sets of standardized questionnaires were used as

instruments in gathering information from the respondents. Mean, Pearson Product-

Moment Correlation, and Multiple Regression Analysis were the statistical methods

used in the study. The findings showed that radiologic technology administrators' overall

leadership behavior (3.76) was high, radiologic technologists' job satisfaction (3.45) was

moderate, and radiologic technologists' intention to leave (3.37) was moderate.

Moreover, the results yielded leadership behavior (r =-0.520, p<.05= 0.019) and job

satisfaction (r =-0.484, p<.05= 0.030) had a negative correlation with the turnover

intention of radiologic technologists. Increased leadership behavior and job satisfaction

would reduce radiologic technologists' intention to leave. Furthermore, the results of

regression analysis revealed that leadership behavior significantly predicts turnover

intention (β =-0.520, p<.05= 0.019) while job satisfaction was not a significant predictor
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of turnover intention (β =-0.238, p>.05= 0.410). This study discovered new information

that will help researchers and policymakers in reducing turnover intentions of the

employees.

De Santis et. al. (2021) paper aims to analyze the job satisfaction of recent

graduates that finished their studies at the Facultad de Ciencias Económicas of

the Universidad Nacional de Córdoba. Using a database specially designed for this

project, we first look at the relationship between overall job satisfaction and its

subdomains. Second, we inquiry on the relationships of overall job satisfaction and

some of its subdomain with the degree of matching between the graduate’s education

and skills with those required by his/her job, controlling by a set of variables related with

individual characteristics, relationship statuses, personality traits, household context,

human capital background, occupational context, institutional background, and job

status. Finally, we look at the recent graduates’ job satisfaction by differentiating specific

subgroups: by gender and matched/mismatched job statuses. The evidence shows that

eight subdomains are positively associated with overall job satisfaction; they are

satisfaction with pay, fringe benefits, general work environment, relationship with

supervisors, intellectual challenge, job responsibilities, the possibility of professional

development, and working hours. Additionally, the econometric analysis shows that

overall job satisfaction and its subdomains are affected differently by individual

characteristics, social and economic context, personality traits, occupational context, job

status, among others. Importantly, a better match between formal education and job

requirements impact positively on job satisfaction and its subdomains. These results
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give support to the approach of splitting overall job satisfaction into different dimensions

to identify the sources of the values of job satisfaction differences.

Fronda and Villanueva (2020) study determined Employability of La Consolacion University

(LCUP) Bachelor of Science in Hotel and Restaurant Management Graduates for Academic Year

2011 to 2013. The study used the survey research method. For the purpose of the study only those

presently employed were included in the survey. The instrument of the study was designed by the

researchers based on the variables of the conceptual framework with other data such as name,

address, contact number, course, and year graduated. Employment potential of the graduates was

described by their job movement and the relevance of their positions to their field of study,

Hotel and Restaurant Management. The study revealed HRM graduates are

employable both locally and abroad. They enter international employment after

acquiring experience in the country. Some even got lucky abroad as soon as completing their

college degree; Academic achievers in college are mobile in their employment. They gain more

knowledge and skills by moving jobs in different hospitality industry companies, the graduates

have quite a good perception of the HRM course. They were confident that they have learned the

relevant hospitality industry knowledge and skills and were able to find jobs that are

related to their course and The HRM curriculum is in place, but it needs enhancement. Firstly, in

terms of including in the practicum program a variety of hospitality industry companies that the on -the-

job trainees may access to gain more skills and knowledge. Secondly, in terms of more opportunities

for in- or off-campus skills development programs related to the major subjects.

Espellita and Maravilla (2019) cited that Hospitality is one of the most significant

components of the tourism industry. Graduates of hospitality management in the twenty-

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first century are facing an increasingly competitive and unstable employment market;

thus, it is critical that they should be equipped with skills that enable them to maximize

their full potential. According to Mcnair (2003), in the future, graduates will need to have

greater ownership of their employable skills as well as the confidence to cope with

economic upheavals in order to capitalize on career opportunities. Employable skills are

those that prepare students specifically for the world of work. In common terms, they

cover a range of competencies within the categories of hospitality operations skills,

human resource skills, personal skills, and conceptual skills. This study relates to

employers perceived of Hotel and Restaurant Management graduate skills as deemed

required by need for accelerated performance levels in hospitality the businesses for

fast change in the skills required of university graduates and to understand what

industry needs from education and have education is accomplishing its objectives to

prepare qualified graduate for the changing hospitality industry in the Philippines and it

aims to determine the factor that measures the employable skills of the hotel. In the

context of the findings of the study, the author concluded that the most employable skills

as perceived among hotel supervisors in three departments, namely: Housekeeping

Department, Front Office Department, and Food and Beverage Department were Front

Office Operational Ability, Leadership skills, Communication skills, Cooperative team

building, Critical thinking ability, Hands-on experience, and Strategic planning were the

seven employable skills possessing a most or significant need for hotel supervisors.

However, Restaurant Operational Management, Handling difficult people, Problem-

solving and identification and interrelationship possess moderately crucial than their

ability to perform the skills while Lodging Administration, Negotiating Skills, Computer
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Application and Finance and Accounting. Interestingly all four of the lowest rated

employable skills in the hospitality industry are cornerstones taught, and it should still be

retained because of its essential ratings among hotel supervisors.

Hollywood and Quinn (2019) wrote that the increasing complexity and

technological dependency of the diverse hospitality and tourism sector raises the skill

requirements needed, and expected, of new hires making education and competency

development a strategic priority. Identifying the skills needed for hospitality graduates to

succeed in a sector that is continuously being impacted by digitalization and

globalization must be a continual process predicated on the desire to meet ever-

changing industry needs. This study seeks to update, and further explore, an

investigation started a decade ago that examined the skills and competencies valued by

hiring managers in the hospitality industry. The purpose of this study was to gain an

understanding of faculty and student perceptions of the importance of resource,

interpersonal, information, systems, and technology management competencies in

hospitality. This research used a survey methodology for data collection and descriptive

and inferential statistical methods during the analyses.The findings of this study indicate

there is inconsistent agreement among academicians and students regarding the

importance of SCANS-specific competencies in hospitality graduates. At the same time,

there is no argument that industry skills will be critical in the future of hospitality

graduates. Overwhelmingly, participating students and faculty found all of the SCANS

competencies important with the highest ranked competencies being interpersonal

skills, which, given the importance of teamwork, customer service skills, leadership, and
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working with cultural diversity in the hospitality industry, was expected. Additionally,

participating students indicated their strong agreement that internships are effective at

building professional skills. Finally, the hospitality students included in this study who

were enrolled in a skill-based curriculum were confident that their program is preparing

them with the necessary skills and competencies that they will need for their future

careers.

Germina et. al. (2018) pointed out that Hotel and Restaurant Industry is an

important category in the hospitality industry. It is broader than most other industries as

it is considered as one of the fastest growing industries. In this context, skills of the

employees served a huge role in working in the industry because it influenced the

performance of the employees. The aim of this study was to measure the level of

millennials’ skills in terms of their leadership, communication, technical and problem

solving skills. It was found out that skills of the employees have a huge impact on how

they perform inside the hotel and the restaurant workplace.

Angeles et. al. (2015) study was conducted to delve and comprehend information

that can help both the employees and company regarding the level and significance of

performance and job satisfaction to their work and working area. Job satisfaction and

performance refer to the gratification that an employee feels when he/she accomplished

the job and appreciated by the superiors. This research discusses the needs of

employees that influence their job satisfaction and performance level in the workplace.

Hence, it is important to understand why employees get satisfied and dissatisfied for the
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reason that he/she will also be uninterested in performing at his/her full potential in the

workplace. The study used qualitative and quantitative method and data were obtained

from 15 employees of Ajinomoto Philippines Corporation-Lucena Branch. This was

selected for it is running successfully for years in all aspects. This study could provide

the job satisfaction from the perspective of employees in the company, to show if it

matters in the work performance and productivity in the company and to manifest if job

satisfaction may contribute to the building of a loyal and committed workforce. A

company can have productive employees if there is a strong relationship between the

company and its employees. Results of this study indicate that there is a significant

relationship between the factors of job satisfaction and performance level (working

condition to diligence and professional approach and equipment to work attitude). The

employees are satisfied the way they are being handled by the management all

throughout the company’s operation. As for the manager, he gave the employees a

good rating in accordance to their job performance referring to their respective

positions. However, the station manager must hire more helpers to avoid having

overload of the task given to them.

Ang and Rabo (2018) study have been conducted to determine factors

associated with job satisfaction. Their studies have shown that there is a significant

positive relationship between employee engagement and job satisfaction. This study

seeks to determine the relationship between employee engagement and job satisfaction

using survey methodology which includes one construct for employee engagement and

four constructs for job satisfaction, namely, career development, compensation and

benefits, relationship with management, and work environment. Based on a sample of

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309 employee-respondents at Company A and the results of Spearman’s correlation

analysis, all four areas of job satisfaction showed positive relationships with employee

engagement at 1% significance level. Thus, this study confirms that there is a

statistically-significant relationship between employee engagement and job satisfaction.

Recommendations to Company A and future researchers are also provided.

Ononve (2023) pointed out that Ethical behaviour ensures employees follow

organizational social norms in the conduct of their tasks and assignments. But studies

have been somewhat silent on the individual-level factors influencing this positive work

behaviour, especially in an African public sector context. Further, the contextual factors

impacting ethical behaviour at work are yet to be fully known. Therefore, the study

examined the relationship between quality of work life and work motivation on ethical

behaviour given job satisfaction as a contextual factor. The study collected data from

191 mid-level employees in the Delta State Ministry of Health in Nigeria, and subjected

same data to the PLS-SEM analytical procedure. The results demonstrated that job

satisfaction and ethical behaviour are positively related, job satisfaction mediates quality

of work life and work motivation relationship with ethical behaviour, and quality of work

life relationship with ethical behaviour is mediated by work motivation and job

satisfaction sequentially. The study concluded that the link between quality of work life

and work motivation on ethical behaviour can be explained by the mediational

mechanism of job satisfaction.

Theoretical Framework

This study was anchored with the different hospitality skills as shown below. Each

Hospitality Skills were characterized by their respective properties. The kind of tasks and
 25

assignments served by the millennials in the workplace were as follows: Hotel Job, Travel

and Events Job, and Service Industry Job.

Figure 1. Skills of Hotel and Restaurant Management

Conceptual Framework

This study utilized the Input-Process-Output model to gather the needed data.

The Input includes the respondents of the study, related literature and studies,

Hospitality skills theory.

INPUT PROCESS OUTPUT

Assessment made by the

supervisors and
managers on the factors
influence the job
Respondents of the satisfaction and positive
Study work behaviour of the
BSHRM graduates in
Tasks and assignments
terms of:
of the respondents in
1. work ethics;
the workplace
2. professionalism; Proposed emerging
Related Literature and 3. communication; guide to improve the
Studies 4. teamwork; and skills needed by the
5. risk management BSHRM graduates
Hospitality Skills Theory
Questionnaire Significant difference

Challenges
encountered
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Figure 2. Research Paradigm

The input is composed of the following: respondents, related literature and studies,

theory on job satisfaction, and questionnaire.

The process includes the assessments made by the supervisors and managers on

the factors that influenced the hotel industry skills of the BSHRM graduates in terms of:

work ethics; professionalism; communication; teamwork; and risk management. It also

includes the significant difference between the assessments of the two groups of

respondents; the challenges encountered by the respondents and the solutions

undertaken to address the challenges they encountered.

The Output will be the proposed emerging guide to improve the skills needed by the

BSHRAM graduates.

STATEMENT OF THE PROBLEM

This study was conducted to determine the skills of the BSHRM graduates in the

workplace in the Hospitality industry academic year 2022-2023.

Specifically, it sought to answer the following subproblems

1. What is the profile of the respondents in terms of:

1.1 age;

1.2 sex;

1.3 civil status; and

1.4 job in the workplace?

2. As assessed by the supervisors and managers, how do the following factors

influenced the hotel industry skills of the BSHRM graduates in terms of:
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2.1 work ethics;

2.2 professionalism;

2.3 communication;

2.4 teamwork; and

2.5 risk management?

3. Is there significant difference between the assessments of the two groups of

respondents on the factors that influence the hotel industry skills of the respondents as

regards to the cited variables?

4. What are challenges encountered by the respondents as they performed their

tasks and assignments?

5. What are the solutions undertaken by the respondents to address the

challenges they encountered?

6. Based on the findings of the study, what emerging guide can be proposed to

improve the skills of the BSHRM graduates in hotel and restaurant industry?

HYPOTHESIS

This study hypothesized that there is no significant difference between the

assessments made by the supervisors and managers on the factors that influenced the

hotel industry skills of the respondents as regards to: work ethics; professionalism;

communication; teamwork; and risk management.

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SIGNIFICANCE OF THE STUDY

The findings of this study may benefit the following group of persons:

Graduates will be given idea of their performance as graduates in BSHRM and the

relationship of the kind of their job and their profession.

Administration. Results of this study will be significant to the administration in

their assessment to the curricular offerings of the course for further development.

Employer will help them identify the level of performance of their employees as to

the fitness of the job the employees are connected to and their profession.

Students. Results of this study will help them in their properly selection of their

course in college to be able to find a job after graduation.

Future Researchers. Results of this study might be an additional reference to the

future research related to this topic.

SCOPE AND DELIMITATION

This study is limited on the factors that influenced the skills of the selected

BSHRM graduates at BCP academic year 2022-2023 in terms of the tasks and

assignment in their workplace.

DEFINITION OF TERMS

The following terms are defined in this study with their explicit definitions:
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Communication refers to the exchange of information between employees in a

work environment. This includes face-to-face conversations, emails, chat messages,

videoconferencing, phone calls, and other methods used to convey information in the

workplace. Effective communication in the workplace involves speaking, active listening

and feedback.

Professionalism refers to the traits of a well-trained and well-adjusted

employee. It includes the following characteristics: respect, competence, confidence,

accountability and integrity.

Risk Management is the process of identifying, assessing and minimizing the

impact of risk. It is the way for an employee or organization to identify potential dangers

and threats and take steps to eliminate or reduce the chances of them happening.

Teamwork is when a group of individuals works together toward a collective goal

in an efficient manner. It is one of the most important tools when it comes to

organizational efficiency. Teamwork in a workplace is when a group of individuals works

together toward a collective goal in an efficient manner.

Work Ethics refers to a specific set of moral and legal guidelines that

organizations may abide by. These guidelines typically influence the way employees

and customers alike interact with an organization, in essence, workplace ethics guide

how organizations serve their clients and how they treat their employees.
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Chapter 2

METHODS

The normative survey method was used in gathering data using the survey

questionnaire as the major data gathering instrument in this study. Indicators on the

factors that influence the skills of the BSHRM graduates of 2022-2023 were

appropriately chosen to describe their skills in terms work ethics; professionalism;

communication; teamwork; and risk management.

RESEARCH DESIGN

The researchers used descriptive qualitative and quantitative method of

research, which was designed to gather data about the present existing condition. The

researcher’s goal was to employ this method to describe the nature of real situation that

exist at the time of the study. Descriptive research according to McCombes (2022) aims

to accurately and systematically describe a population, situation or phenomenon. It can

answer what, where, when and how questions, but not why questions.

RESPONDENTS

This study utilized the selected BSHRM graduates of BCP for academic year

2022-2023 who were employed in the Hospitality Industry. Those graduates who were

employed outside the hospitality industry were not included in this study.

SAMPLING TECHNIQUES

The researchers utilized the purposive sampling technique. This is simply

because only those graduates of academic year 2022-2023 who are presently
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employed in the hotel and restaurant industry were utilized as the respondents.

Purposive sampling is a way of choosing participants for a study based on

the researcher's judgment and goals.

INSTRUMENT

The instrument used for the research was prepared by the researchers based on

the reviewed related articles, related literatures and studies, professional subject books,

and internet access to gather more information about the topic.

This instrument was specifically designed to determine the following: Part 1 includes the

profile of the two groups of respondents as to age, sex, marital status, and job in the

industry. Part 2 consists of the factors that influence the skills work ethics;

professionalism; communication; teamwork; and risk management. Part 3 of the

instrument includes the challenges encountered by the respondents in the workplace.

Part 4 consists of the solutions undertaken by the respondents to address the

challenges they encountered.

VALIDATION OF INSTRUMENT

The instrument was validated by the research expert, statistician and

grammarian. This was undertaken to check the validity and reliability of the

questionnaire and if it will answer the specific problem posited in chapter 1. The final

draft was then pre-tested to ten (10) students who were not part of the sampled

respondents. The purpose of the try-out was to find out the capacity of the tool, together

with the needed data for the study. After the validation, instrument was then reproduced

for distribution and administration.

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ADMINISTRATION AND RETRIEVAL OF INSTRUMENTS

This study administered the questionnaire through google form and retrieved

hundred percent.

STATISTICAL TREATMENT OF DATA

This following statistical tools was utilized in this study:

1. Frequency. This was used to determine the number of times a certain

response was made.

2. Percentage. This was used to determine the demographic profile of the

respondents as to age, sex, marital status, and job in the industry. The formula used was

(Korb, 2019):

f
P ( % )= x 100
n

where:

P ( % ) = percent

f = frequency

n = total number of samples

100 = constant

3. Weighted Mean. It entails multiplying every data point in a set by a value

that is based on some attribute of whatever provided the data point.In this statistical
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tool, the data gathered in questionnaire it will be computed with this formula (Korb,

2019):

WX = Σfx/ΣN

WX = weighted mean

Σfx = is the sum of the product of the frequency

N = total number of respondents

The Likert Scale shown below was used to verbally interpret the data

gathered through the questionnaire.

Scale Range Result

Interpretation
4 3.26 – 4.00 Strongly Agree
3 2.51 – 3.25 Agree
2 1.76 – 2.50 Disagree
1 1.00 - 1.75 Strongly Disagree

3. t-test was used to determine if significant difference exist between the

assessments of the supervisors and managers on the factors that influenced the hotel

industry skills of the BSHM graduates school year 2022-2023. The formula used was:

t = x 1 - x2

s12 + s22
n1 n2

where: t = test computed value

x1 = mean of the male group of respondents

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x2 = mean of the female group of respondents

s12 = variance of the male group of respondents

s22 = variance of the female group of respondents

n1 = number of the male group of respondents

n2 = number of the female group of respondents

The critical value of t is 2.881 at 12 degree of freedom and .01 level of

significance will determine if the null hypothesis will be accepted or rejected.

4. Ranking was used to determine the order within the group of the problems

encountered by the respondents and the solutions undertaken by the administrators.