Professional Documents
Culture Documents
Chapter 1
Introduction
The front office is the nerve center of the hotel and, as such is an
Tourism and Hospitality Industry. This is because of the fact that he front
office is the first and last point which interact with the client. Front office called
so because the are situated at the front near the entrance of the hotels. Any
information related to the customer can be obtained from the front office of
the hotel.
The front desk can assist in giving help to the customer and direct to
the correct person for solving the complaints. A hotel receptionist also
sometimes called a front desk officer is a person who works at the front desk
of a hotel, greeting and assisting guest. Front desk officer are typically
managing available rooms, issuing room keys and solving any problem that
may arise during the course of a stay-in most cases, he or she is the first
person that guests will internet with at the hotel which make the role one of so
importance.
Front office in hotel is the first point of contract. The front desk officer is
in direct contact with the guests and can enhance or mark the first
2
customer skills. This means that people working in a hotel bring the difference
knowledge, and helpfulness reflect on the entire company. A good front desk
officer must understand this role and feel comfortable with the responsibility.
She must strive to always project a positive image and make people feel
certification.
are suitable for job. The role of the front office professional has changed
office personnel require a set of knowledge skills, they also require a set of
behaviors that complete the professional profile. The front office professionals
are obliged to develop certain attitudes that are a must for the role. These
importance to competencies while hiring for the front office. Andrews, (2008)
competencies and skill set has helped human resources managers over the
a vital skill both for managers and business owners as well as employees.
Interacting with others is a large portion of many industries and having the
desk liner and their level of job performance. It is important to know, because
service delivery it will affect on the job and the guest will not satisfy on their
job performance. Also the hotel front desk is the reception area of the hotel.
Those at the desk basically keep the hotel operating, with its many
responsibilities. It is the front desk staff that checks guests in and assigns
them a room.
experienced by the hotel staff, especially those at the front desk. The front
The hotel front desk is a vital part of the Front Office operations
because it creates the guest’s first impression. In this era of competition the
hotels have adopted new practices to improve their level of performance and
at the same time delight the guest. Each guest is treated with utmost
4
hospitality industry for success in the field over the years, and to report
Theoretical Framework
Source : http://hrsolutionist.blogspot.com/2012/10/contribution-of-
human-resources.html
affects P&L directly for companies. Nowadays we require from a rather simple
IT clerk role to be able to speak at least one foreign language fluently while
many attributions together in one person is possible, but most of the times
5
such people are rarely found. Here comes the competition to recruit them and
it will be costly for the organization. On the other hand the contribution of such
requirements arise most of the times when HR professionals look for filling
the right business field with the right management. However it requires
talents within the organization would be the most important contribution to the
company strategy from the HRM side. Talent management is an issue which
covers many sub-contents which are related with each other and function
together. Below graph aims to explain that all these sub-contents rely on
talent, who is to carry the company to the ultimate purposes aimed in the
strategy formation.
Competencies
Job Performance
autonomy, and feedback. The theory also states that employee attitudes and
Employees with low growth need strength are less responsive to job
Conceptual Framework
Responsiveness
Knowledge Interpersonal Skills
Communication Efficiency Service
Skills
Service Delivery
And the dependent variables show the level of job performance in terms of
1.1 Knowledge;
2. What is the level of job performance of front desk liner in terms of;
2.1 Responsiveness;
front desk liner and their level of job performance in five-star hotel in Manila?
Research Hypothesis
hotel.
9
Hotel Owners
For there who are in the hotel business, the researcher: intention is to
attention.
Personnel
responsiveness.
Guests
Future Researchers
The researcher obtained from this study will be the guest use for future
This study will focus to the level of Competencies of Front Desk Liner
in Five-star Hotel in Manila. This research is essential for the front desk to
know their performance by the guest. This was limited and utilized to one
hundred (100) guest respondents of different hotel in manila that was chosen
by Researchers.
Definition of Terms
For better understanding of this study, the following terms are defined:
10
defined behaviors.
Front Desk Liner. Work for the lobby or reception area of a lodging
Chapter 2
This chapter presents related literature and studies that can be useful
in this study. Their reading provided the researcher with the new avenue of
Related Literature
knowledge was the main ingredients of IC and human capital the tacit
skills, and creativity was the source of it all and must be nurture and
protected.
Pearson (2008) Learning communication skill can improve the way you see
yourself confidence will increase. You can improve the way other see you on
a second way generally people like communicating with other who can
communicate well.
When you were looking to move ahead in life, whether it was in terms
community, you will find that one of the most important things that you need
to consider was effective communication. When you think about it, effective
communication skills were the most basic building block when it comes to
making sure that things move forward. What you’ll finds was that without it,
things will quickly turn into chaos. If you were in a place when looking to
improve your life and situation around you, you’ll find that one of the first
things that you need to consider was improving your communication skills.
(Noone 2011)
positive to your employer and your peers. It shows that you’re dedicated to
the job, interested in the work and capable of handling responsibility. When
you arrive on time for work- work related activities, it shows that you are
can be defined through the fulfillment of the needs and desire of consumer
13
and the precision of delivery offset the consumer expectation, thereby there
are two major factors that affect service quality, which are expected service
the perceived service exceed the expected service, the service quality will be
For Hopkins (2012), that service quality depends on the success of the
service encounter when guests come to any restaurant or bar should treat
them as it they are friends visiting home. Threating the guests with care and
providing an exceptional place for them to enjoy a meal is part of the reason
whole service, one can consider following this tip to the site. Making sure
each dish is complete: serving children and women first serving from left,
remove from right; check back in first few minutes: observation of food not
condiments.
2011)
14
satisfaction. The findings suggest that the provide quality service in order to
consequences.
dealing with the customer request, questions, and complaints, promptly and
how long it would take to get answer or have their problems dealt with.
Adams (2008) Cited that responsiveness is the degree that what you
say responds, clearly and directly to what the other person just said. If you
are being responsive the person knows you are paying attention.
and interact with technology support for a website, including telephone based
the complaint process) and outcome fairness. How the company responds
has a significant effect on the customer satisfaction level and future inform.
15
early age, since children who develop good interactive skills also perform
better academically.
business should develop a strategy that not only draws in customer. But
keeps them happy so they are not tempted to try out a competition.
hotel regardless of some staff members not being guest facing. A few hotels
spend considerable amount of money on training their staff to interact with the
guest. Good communication skills are a learned art and not a natural skill so
On the other hand Lovell (2010) stated that efficiency was an important
Friendly) she said that in the digital age, it was more important to give
customer reliable and efficient service media. Looking out for negative
clear that time had changed and business practices need to change with
them.
16
Related Studies
premium on it. Companies seek help from consultant who can move their
organization forward while copying with the constant change (Alvarez, 2007)
communication skill has been directed at reading and writing skill that are use
least in the work place. Most have only one or two years on speech related
courses and no formal training in listening. Worker who can express their
ideas orally who understands verbal instruction makes fewer mistakes adjust
more easily to change and more readily absorb more ideas that those who do
workplace is all about being able to information to people clearly and simply,
17
in a way that means things are understand and get done. It’s about
transmitting and receiving messages clearly and being able to read your
audience transmitting and receiving messages clearly and being able to read
your audience.
going from one person’s mouth to another’s ear. In addition to the words,
messages are transferred by the tone and quality of voice, cues and overall
enhance the level of customer satisfaction that was the feeling that a service
had meet the customer satisfaction. Good service plays an important role in
systematically improvement.
satisfaction in terms of food preparation and safety and security show that
Cited by Lacopia (2011), the customers are very satisfied with the
Fulfillment implies that the situation level us known, as in the basis need of
18
water, food and shelter. Observers of human behavior, understand that each
of these need levels can be exceeded in move and now pursue this concept
in just about any given field of work, study or even play for example the
quarter back of a football team must know to plant his feet and how to
situations demand.
directional distance function and the venberger productivity indicator. The key
19
advantage of this approach was that both input contraction and output
expansion were considered the researches conclude that both input and
Furthermore Barklin et. al (2006) state that the service they after were
very affordable the could assume the customer satisfaction by offering quality
service and good service. This was to convince the customer to make the
service.
vocabulary will improve the level of performance when you are in a hotel and
Chapter 3
RESEARCH METHODOLOGY
and explain accurately the data including research design, population and
treatment.
Research Design
from the survey which describes the status quotation the correlation study in
guests from the selected Hotel in Manila to answer the questionnaire which
serve as the new component and resource at this study. It will also provide
Research Procedure
questionnaire for approved. The next step was the distribution of the
analyze.
Research Instrument
consist of one part. The one part composed of questions which pertain to the
4 3.41-4.20 Agree
3 2.61-3.40 Moderately Agree
2 1.81-2.60 Disagree
1 1.00-1.80 Strongly Disagree
22
1 Not Not
Not Evident Not Evident Not Evident Not Evident
Evident Evident
Statistical Treatment
the data. This was done in order to know the competencies of front desk liner
Weighted mean and standard deviation were used to find the level of guest
satisfaction.
manila.
Chapter 4
data to determine the level of factors that affects the level of competencies of
and Service Delivery? 2) What is the level of required knowledge of front desk
As rated by the guest, In Item 1. The guest said that they show
knowledge of service and got mean of 4.91 and the standard deviation of 0.29
remarks as “strongly agree” Item 3 that they understanding in their jobs with
“strongly agree”.
24
Knowledge- a
condition of
knowing
something with
familiarity gained VERBAL
through personal MEAN SD REMARKS INTERPRETATION
experience and
educational
institute
Employees
1.Showknowle Strongly Agree VERY EVIDENT
dge service.
4.91 0.29
2.Use proper Strongly Agree VERY EVIDENT
methods and
tools. 4.68 0.55
3.Understanding Strongly Agree VERY EVIDENT
in their jobs.
4.84 0.37
4.Are
knowledgeable Strongly Agree VERY EVIDENT
in job
responsibilities. 4.82 0.39
OVERALL Strongly Agree VERY EVIDENT
MEAN
4.81 0.23
Based on the interpreted data, the overall mean with the mean was
4.81 and 0.23 standard deviation as remarks “Strongly agree”. It implies that
As rated by the guest in Table 4 above, Item 3, they said that the non-
verbal skills to communicate are more use, with the mean score of 4.77;
standard deviation of 0.42 remarks as “strongly agree”. For item 4 they are
careful with every decision they made because it has mean score of 4.76;
25
Communication
Skills – a process of VERBAL
using words or act to INTERPRETATION
express ideas feelings MEAN SD REMARKS
Strongly
1. Prepare formal Agree VERY EVIDENT
communication. 4.63 0.49
2. Capability of service Strongly
to communicate with Agree VERY EVIDENT
the guest 4.66 0.50
3. Use non-verbal Strongly
skills to communicate Agree VERY EVIDENT
with the guest 4.77 0.42
4. Are good listener in Strongly
giving the need of the Agree VERY EVIDENT
guest. 4.76 0.47
Strongly VERY EVIDENT
OVERALL MEAN 4.71 0.24 Agree
clarify the capability of service to communicate with the guest with the mean
last item which have mean score of 4.63; standard deviation of 0.49 marks
“strongly agree”
Over all, with the mean score of 4.71 and 0.24 is the standard
capital (IC) has become a prominent concept that now over shadow physical
26
capital knowledge was the main ingredients of IC and human capital the tacit
skills, and creativity was the source of it all and must be nurture and
protected.
Service Delivery-
Is the speed with
VERBAL
which the product
MEAN SD REMARKS INTERPRETEATION
can be put into
service when it
breaks down.
Employees
1. Are well trained in
handling different Strongly
VERY EVIDENT
situation to avoid any Agree
inconvenience. 4.77 0.42
2. Are flexible in
serving its
Strongly VERY EVIDENT
customers, more
Agree
than their
expectation. 4.75 0.44
3. Are productive in Strongly VERY EVIDENT
their work. 4.76 0.43 Agree
4. Are responsible in Strongly VERY EVIDENT
their accommodation. 4.84 0.37 Agree
Strongly VERY EVIDENT
OVERALL MEAN 4.78 0.22 Agree
well trained in handling different situation to avoid any convenience 1with the
“strongly agree”. Lastly on item 2 with mean score of 4.75; standard deviation
of 0.44 remarks as “strongly agree”. Over all, with the mean score of 4.78 and
2011)
create a positive workforce with the mean score of 4.82; standard deviation of
respond the guest when needed, with the mean score of 4.81; standard
assist the guest without any approach, with mean score of 4.66; standard
Over all, with the mean score of 4.71 and 0.27 standard deviation. It
responsiveness.
28
Employees
to be responsive when it comes to its customer how long it would take to get
approachable when the guest are asking for the help with the mean score of
Interpersonal Skills- an
employee’s attitude VERBAL
involving relation to INTERPRETATION
clients/co-workers. MEAN SD REMARKS
Employees
VERY EVIDENT
1. Are approachable when
availing question. 4.76 0.43 Strongly Agree
2. Show kindness in dealing VERY EVIDENT
Strongly Agree
with the guest. 4.75 0.44
3. Show warm voice in VERY EVIDENT
talking to the guest when Strongly Agree
addressing complaints. 4.77 0.45
4. Are approachable when VERY EVIDENT
the guest are asking for the Strongly Agree
help. 4.80 0.40
OVERALL 4.77 0.20 Strongly Agree VERY EVIDENT
remarks as “strongly agree” show warm voice in talking to the guest when
with the guest with mean score of 4.75; standard deviation of 0.44; remarks
Agree”
Over all, with the mean score of 4.77 and 0.20 standard deviation. It
interpersonal skills.
30
considered beneficial and should be met: 1) break away from negative image
situations demand.
Table 9 shows below the level of required knowledge of front desk liner
with the mean score of 4.89; standard deviation of 0.31; remarks as “Strongly
Agree” Item 4 they create better work flow and allow task to be done faster
with the mean score of 4.88; standard deviation of 0.33 remarks as Strongly
Agree”; Item 2 they maintained their focus and mindset to get things done,
Over all, with the mean score of 4.72 and 0.26 standard deviation. It
Efficiency Service-
Accomplishment of VERBAL
ability to accomplish a INTERPRETATION
job with time and effort. MEAN SD REMARKS
VERY EVIDENT
1. Save time and Effort 4.42 0.55 Strongly Agree
2. Have maintained their VERY EVIDENT
focus and mind set to get Strongly Agree
things done. 4.67 0.47
VERY EVIDENT
3. Develop their sense of Strongly Agree
responsibility. 4.89 0.31
VERY EVIDENT
4. Create better work flow
and allow task to be done Strongly Agree
faster. 4.88 0.33
VERY EVIDENT
OVERALL 4.72 0.26 Strongly Agree
The findings above are supported to Donnely (2008) cited that the
because these services exist in connection with the sale or a product or other
and 0.33respectively, is higher than the critical r value of 0.20 signifying that r
value lies outside the critical region. Hence, there’s sufficient evidence to
32
Table 10. Composite Table on the Significant Relation between the level
of Competencies of front desk liner and their level of
performance in five-star hotel in Manila
2.Communication 0 0 0 0 0 0
0.48 0.20 Significant 0.42 0.20 Significant 0.51 0.20 Significant
Skills
3.Service Delivery 0 0 0 0 0 0
0.34 0.20 Significant 0.34 0.20 Significant 0.48 0.20 Significant
concerned with dealing with the customer request, questions, and complaints,
its customer how long it would take to get answer or have their problems dealt
with.
0.42 and 0.51 respectively, is higher than the critical r value of 0.20 signifying
that r value lies outside the critical region. Hence, there’s sufficient evidence
ways.
0.34 and 0.48 respectively, is higher than the critical r value of 0.20 signifying
that r value lies outside the critical region. Hence, there’s sufficient evidence
star hotel.
34
Chapter 5
Summary
level of competencies of front desk liner (2.) What is the mean level of
Findings
1. The data showed that as rated by the guest the level of the
score of 4.81, Standard Deviation of 0.23, the Service Delivery and the got
an overall mean score of 4.78 and Standard deviation of 0.22 however the .
deviation of 0.24, all of the said of the level of the competencies remark as
Strongly Agree.
Interpersonal Skills got over all mean 4.77 and Standard deviation 0.20, while
the Efficiency Service got over all mean of 4.72 and Standard deviation 0.26,
and Responsiveness got over all mean 4.71 and Standard deviation 0.27,
responsiveness with R-value 0.33 and Interpersonal skill with R-value 0.23 is
skill with R-value 0.23 is significant to efficiency service with R-value 0.51 and
36
Conclusion
1.The conclusions of the study shows that mostly of the guest can
“Strongly Agree” but the highest rating is for Knowledge where the front desk
2. In terms level of job performance Front desk liner show case their
the Level of job performance of front liners for them effective employee
the level of competencies and level of job performance in front desk liner in
Recommendation
their establishment.
2. For the front liners, they should be more aware and pay attention
more to the guest and give the whole details what the guest needed.
more efficient and effective employee for the establishment and the guest.
hotel.
38
BIBLIOGRAPHY
A. Published Materials
Collier (2008) The Responsive Global Organization: New Insights from Global
Strategy and International Business,
B. Unpublished Materials
C. Internet Sources
Adriano, (2010) Crucial Conversations Tools for Talking When Stakes Are
High, Joseph Grenny
Retrieved from ; https://www.amazon.com/Crucial- Conversations-
Talking-Stakes-
APPENDICES
Appendix A
Survey Questionnaire
Dear Respondents,
Direction; Please put check mark on the scale of your choice, and supply the
following information needed.
A. Profile Respondents
Name (Optional): _______________________________
Name of Hotel : ________________________________
Age: ( ) 20 years and below ( ) 31 to 35 years
( ) 21 to 25 years ( ) 36 to 40 years
( ) 26 to 30 years ( ) 41 and above
Instruction: The columns below show the choices for you to indicate the level
of agreement on the statement. Put check on the column that best apply to
your answer make use of legend below.
Legend: Rating Verbally Interpreted
5 Strongly Agree
4 Agree
3 Moderately Agree
2 Disagree
1 Strongly Disagree
Appendix B
Data Matrix
KNOWLEDGE
Respondents Q1 Q2 Q3 Q4 MEAN
1 5 5 4 5 4.75
2 5 4 5 5 4.75
3 4 5 5 5 4.75
4 5 4 5 4 4.5
5 5 5 5 5 5
6 5 5 5 5 5
7 5 5 5 5 5
8 5 5 5 5 5
9 5 5 5 5 5
10 5 5 4 5 4.75
11 5 5 5 5 5
12 5 5 5 5 5
13 5 5 5 5 5
14 5 4 5 5 4.75
15 5 5 5 5 5
16 5 5 5 4 4.75
17 5 5 5 5 5
18 5 5 5 5 5
19 5 4 5 4 4.5
20 5 5 4 5 4.75
21 5 4 4 4 4.25
22 5 4 5 5 4.75
23 5 4 5 5 4.75
24 5 4 5 5 4.75
25 5 5 5 5 5
26 5 5 5 5 5
27 5 4 5 5 4.75
28 5 4 5 5 4.75
29 5 5 5 5 5
30 5 5 4 5 4.75
31 5 4 5 5 4.75
32 5 5 4 5 4.75
33 5 5 5 5 5
48
34 5 5 5 5 5
35 5 5 5 5 5
36 5 3 5 5 4.5
37 5 5 5 5 5
38 5 5 4 5 4.75
39 4 5 5 5 4.75
40 5 5 4 4 4.5
41 5 5 5 5 5
42 4 5 5 5 4.75
43 4 3 5 5 4.25
44 5 5 5 5 5
45 4 5 5 5 4.75
46 5 4 5 5 4.75
47 4 3 5 5 4.25
48 4 5 5 5 4.75
49 5 4 5 5 4.75
50 5 4 5 5 4.75
51 5 4 5 4 4.5
52 4 5 5 4 4.5
53 5 5 5 5 5
54 5 4 4 4 4.25
55 5 5 5 5 5
56 5 5 5 5 5
57 5 4 5 4 4.5
58 5 5 5 5 5
59 5 4 5 4 4.5
60 5 5 4 5 4.75
61 5 5 5 5 5
62 5 5 5 4 4.75
63 5 5 5 4 4.75
64 5 5 4 5 4.75
65 5 5 5 5 5
66 5 5 5 5 5
67 5 5 5 5 5
68 5 5 5 4 4.75
69 5 5 4 5 4.75
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 4 4 4.25
74 5 4 5 5 4.75
49
75 5 5 5 5 5
76 5 5 5 5 5
77 5 5 5 5 5
78 5 5 5 5 5
79 5 5 5 5 5
80 5 4 5 5 4.75
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 5 5 5 4 4.75
86 5 5 5 4 4.75
87 5 5 5 5 5
88 5 4 5 5 4.75
89 5 5 5 4 4.75
90 5 4 5 5 4.75
91 5 5 5 5 5
92 5 5 5 5 5
93 5 5 5 5 5
94 5 5 5 5 5
95 5 5 4 5 4.75
96 4 3 4 4 3.75
97 5 5 5 5 5
98 5 5 5 5 5
99 5 4 4 5 4.5
100 5 5 5 5 5
MEAN 4.91 4.68 4.84 4.82 4.8125
SD 0.287623 0.548276 0.368453 0.386123 0.234022
50
COMMUNICATION SKILLS
Respondents Q1 Q2 Q3 Q4 MEAN
1 5 5 4 5 4.75
2 5 4 4 5 4.5
3 4 5 5 5 4.75
4 5 5 5 4 4.75
5 5 4 5 5 4.75
6 5 4 5 5 4.75
7 4 5 5 5 4.75
8 5 4 5 5 4.75
9 4 5 4 5 4.5
10 5 5 5 5 5
11 5 5 5 5 5
12 4 5 4 5 4.5
13 4 5 5 5 4.75
14 5 4 5 4 4.5
15 5 4 5 4 4.5
16 5 4 5 5 4.75
17 5 4 5 4 4.5
18 5 5 5 5 5
19 5 5 5 5 5
20 5 4 5 4 4.5
21 5 4 5 5 4.75
22 5 4 5 5 4.75
23 5 4 5 4 4.5
24 4 5 5 5 4.75
25 5 5 5 4 4.75
26 5 5 4 5 4.75
27 5 5 4 5 4.75
28 5 4 5 5 4.75
29 4 5 5 5 4.75
30 4 5 5 5 4.75
31 4 5 5 5 4.75
32 5 4 5 5 4.75
33 4 5 5 5 4.75
34 4 5 4 5 4.5
35 4 4 5 4 4.25
36 5 5 5 5 5
37 4 5 5 5 4.75
38 4 5 5 5 4.75
39 4 4 5 5 4.5
51
40 5 5 4 5 4.75
41 4 5 4 4 4.25
42 4 5 5 5 4.75
43 5 5 5 5 5
44 5 5 5 4 4.75
45 5 5 5 4 4.75
46 4 5 4 5 4.5
47 5 5 5 5 5
48 5 5 5 4 4.75
49 4 5 5 5 4.75
50 4 5 5 5 4.75
51 4 5 5 5 4.75
52 5 5 5 5 5
53 4 5 5 4 4.5
54 4 4 5 5 4.5
55 4 4 5 5 4.5
56 4 4 5 4 4.25
57 4 5 5 5 4.75
58 4 5 4 5 4.5
59 4 5 4 5 4.5
60 4 5 4 5 4.5
61 5 5 5 5 5
62 5 5 5 5 5
63 4 5 4 5 4.5
64 5 5 5 5 5
65 5 4 5 5 4.75
66 4 4 5 5 4.5
67 5 5 5 4 4.75
68 5 4 4 3 4
69 5 4 5 5 4.75
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 5 4 4.5
74 5 5 5 4 4.75
75 5 5 5 5 5
76 5 4 5 5 4.75
77 5 5 5 5 5
78 5 5 4 5 4.75
79 5 5 5 5 5
80 5 5 5 5 5
52
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 4 4 5 4 4.25
86 5 5 5 5 5
87 5 4 5 5 4.75
88 4 4 5 5 4.5
89 4 5 4 5 4.5
90 5 5 5 5 5
91 5 5 4 5 4.75
92 4 5 4 5 4.5
93 5 4 5 5 4.75
94 4 4 5 5 4.5
95 5 5 4 5 4.75
96 5 3 4 3 3.75
97 5 4 5 5 4.75
98 5 5 5 4 4.75
99 5 4 4 4 4.25
100 4 5 4 5 4.5
MEAN 4.63 4.66 4.77 4.76 4.705
SD 0.485237 0.496859 0.422953 0.473969 0.23937
53
SERVICE DELIVERY
Respondents Q1 Q2 Q3 Q4 MEAN
1 5 4 5 5 4.75
2 5 4 5 5 4.75
3 5 5 4 5 4.75
4 5 4 5 4 4.5
5 5 4 5 5 4.75
6 5 4 5 5 4.75
7 5 5 4 5 4.75
8 5 5 5 5 5
9 5 5 5 5 5
10 5 5 4 5 4.75
11 4 5 5 5 4.75
12 5 5 5 5 5
13 5 4 5 5 4.75
14 4 5 4 5 4.5
15 5 4 5 4 4.5
16 5 4 5 5 4.75
17 5 4 5 4 4.5
18 5 5 4 5 4.75
19 5 5 5 5 5
20 5 4 5 4 4.5
21 5 4 4 4 4.25
22 5 4 5 4 4.5
23 5 5 5 5 5
24 4 5 5 5 4.75
25 5 4 5 5 4.75
26 5 5 5 5 5
27 5 5 4 5 4.75
28 5 5 5 4 4.75
29 5 5 4 5 4.75
30 4 5 5 5 4.75
31 4 5 5 5 4.75
32 5 5 4 5 4.75
33 5 5 5 5 5
34 4 5 4 5 4.5
35 5 5 4 5 4.75
36 5 5 5 5 5
37 4 5 5 5 4.75
38 4 5 5 5 4.75
39 5 5 4 5 4.75
54
40 4 5 5 4 4.5
41 4 4 4 5 4.25
42 5 5 5 5 5
43 5 5 5 5 5
44 4 5 5 5 4.75
45 4 5 4 5 4.5
46 4 5 5 5 4.75
47 5 5 5 5 5
48 5 4 5 5 4.75
49 4 5 5 5 4.75
50 5 5 5 5 5
51 5 5 4 5 4.75
52 5 5 5 5 5
53 5 5 5 5 5
54 5 5 5 5 5
55 5 5 5 5 5
56 5 5 5 5 5
57 5 5 4 5 4.75
58 5 5 4 5 4.75
59 4 4 5 5 4.5
60 5 5 4 4 4.5
61 5 4 5 4 4.5
62 5 5 5 5 5
63 5 5 5 5 5
64 5 5 5 5 5
65 4 5 5 5 4.75
66 5 5 5 4 4.75
67 4 5 5 5 4.75
68 5 5 5 5 5
69 5 5 4 5 4.75
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 5 4 4.5
74 4 4 5 5 4.5
75 5 5 5 5 5
76 5 4 5 5 4.75
77 5 5 5 5 5
78 5 5 5 5 5
79 5 5 5 5 5
80 5 4 5 5 4.75
55
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 4 4 4 4 4
86 5 5 5 5 5
87 5 5 5 5 5
88 4 5 4 4 4.25
89 5 5 5 5 5
90 5 5 5 5 5
91 4 4 5 5 4.5
92 5 5 5 5 5
93 5 5 4 5 4.75
94 5 5 4 5 4.75
95 4 5 5 5 4.75
96 5 4 5 4 4.5
97 5 5 5 5 5
98 4 4 5 5 4.5
99 5 5 4 5 4.75
100 5 5 5 4 4.75
MEAN 4.77 4.75 4.76 4.84 4.78
SD 0.422953 0.435194 0.429235 0.368453 0.216958
56
RESPONSIVENESS
Respondents Q1 Q2 Q3 Q4 MEAN
1 5 5 4 5 4.75
2 5 4 5 5 4.75
3 5 4 5 5 4.75
4 5 5 4 5 4.75
5 5 5 5 5 5
6 5 4 5 5 4.75
7 5 5 5 5 5
8 4 5 5 4 4.5
9 5 5 4 5 4.75
10 5 5 5 5 5
11 5 5 4 5 4.75
12 5 5 5 5 5
13 4 5 5 5 4.75
14 5 4 5 5 4.75
15 5 5 4 5 4.75
16 5 4 5 4 4.5
17 5 4 5 5 4.75
18 5 5 5 5 5
19 5 4 5 5 4.75
20 5 4 4 4 4.25
21 4 4 5 4 4.25
22 5 4 5 4 4.5
23 4 5 5 5 4.75
24 5 4 5 5 4.75
25 4 5 5 5 4.75
26 4 5 5 5 4.75
27 5 5 5 5 5
28 5 5 5 5 5
29 4 5 5 5 4.75
30 5 5 4 5 4.75
31 5 4 5 5 4.75
32 4 5 5 5 4.75
33 4 5 4 5 4.5
34 4 4 5 5 4.5
35 4 5 5 4 4.5
36 4 5 5 5 4.75
37 5 5 5 4 4.75
57
38 4 4 5 5 4.5
39 5 4 5 5 4.75
40 4 4 5 5 4.5
41 3 5 5 4 4.25
42 5 3 5 5 4.5
43 5 5 5 5 5
44 4 5 5 5 4.75
45 5 5 5 5 5
46 4 5 5 5 4.75
47 4 5 5 5 4.75
48 4 5 5 5 4.75
49 4 5 5 5 4.75
50 4 5 5 5 4.75
51 5 5 5 5 5
52 5 5 5 5 5
53 4 4 5 5 4.5
54 4 4 5 5 4.5
55 5 5 4 4 4.5
56 4 4 5 4 4.25
57 4 4 4 5 4.25
58 5 5 5 5 5
59 5 4 5 4 4.5
60 4 4 5 5 4.5
61 5 4 5 5 4.75
62 5 5 4 5 4.75
63 5 5 5 5 5
64 5 5 4 5 4.75
65 3 5 5 5 4.5
66 5 5 5 5 5
67 4 5 5 5 4.75
68 5 5 5 5 5
69 5 5 5 5 5
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 5 4 4.5
74 5 5 4 5 4.75
75 5 5 5 5 5
76 5 5 5 5 5
77 4 5 5 5 4.75
78 5 5 5 4 4.75
58
79 5 5 5 5 5
80 5 4 5 5 4.75
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 4 4 4 5 4.25
86 3 5 5 5 4.5
87 3 5 5 5 4.5
88 5 5 5 5 5
89 5 4 5 5 4.75
90 5 4 5 5 4.75
91 5 5 5 5 5
92 4 5 4 5 4.5
93 5 5 5 4 4.75
94 5 5 4 5 4.75
95 4 4 5 5 4.5
96 3 4 4 3 3.5
97 3 4 4 4 3.75
98 3 5 5 5 4.5
99 4 4 5 4 4.25
100 5 5 4 5 4.75
MEAN 4.55 4.66 4.81 4.82 4.71
SD 0.625631 0.496859 0.394277 0.411452 0.269961
59
INTERPERSONAL SKILL
Respondents Q1 Q2 Q3 Q4 MEAN
1 5 4 5 5 4.75
2 5 4 5 5 4.75
3 5 4 5 5 4.75
4 5 5 5 5 5
5 4 5 4 5 4.5
6 5 4 5 5 4.75
7 4 5 4 5 4.5
8 5 5 5 5 5
9 5 5 5 5 5
10 4 5 5 5 4.75
11 5 5 5 5 5
12 4 5 5 5 4.75
13 5 5 5 5 5
14 5 4 5 5 4.75
15 5 4 5 4 4.5
16 5 5 4 5 4.75
17 5 4 5 4 4.5
18 5 5 4 5 4.75
19 5 4 5 5 4.75
20 5 5 5 4 4.75
21 5 4 4 4 4.25
22 5 5 4 5 4.75
23 5 4 5 5 4.75
24 4 5 5 5 4.75
25 5 5 5 5 5
26 5 5 5 5 5
27 5 5 5 5 5
28 4 5 5 5 4.75
29 5 5 5 5 5
30 5 5 4 5 4.75
31 5 5 5 5 5
32 5 5 4 5 4.75
33 5 5 5 5 5
34 4 5 5 4 4.5
35 5 5 4 4 4.5
36 4 5 5 4 4.5
37 5 5 5 5 5
38 5 4 5 4 4.5
39 5 4 5 4 4.5
60
40 5 5 5 5 5
41 5 5 4 5 4.75
42 5 5 5 5 5
43 5 5 5 5 5
44 4 5 5 5 4.75
45 5 5 5 4 4.75
46 5 4 5 4 4.5
47 4 5 5 5 4.75
48 4 5 5 5 4.75
49 5 5 5 5 5
50 4 5 5 5 4.75
51 5 4 5 5 4.75
52 5 5 5 4 4.75
53 5 5 5 5 5
54 4 4 5 4 4.25
55 5 5 5 5 5
56 5 5 5 5 5
57 5 5 5 5 5
58 5 4 5 4 4.5
59 5 4 5 5 4.75
60 4 5 5 5 4.75
61 4 5 4 5 4.5
62 5 5 5 5 5
63 5 5 4 5 4.75
64 5 5 5 5 5
65 5 5 4 5 4.75
66 4 5 5 5 4.75
67 4 5 5 5 4.75
68 5 4 4 5 4.5
69 4 5 5 5 4.75
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 5 4 4.5
74 5 5 5 5 5
75 5 5 5 5 5
76 4 5 5 5 4.75
77 5 5 5 5 5
78 5 5 5 5 5
79 5 5 5 5 5
80 5 5 5 5 5
61
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 4 5 5 5 4.75
86 5 5 4 5 4.75
87 5 4 5 5 4.75
88 4 4 5 5 4.5
89 5 4 5 4 4.5
90 5 5 4 5 4.75
91 4 5 5 5 4.75
92 4 4 5 5 4.5
93 5 4 5 4 4.5
94 4 5 4 5 4.5
95 5 5 4 5 4.75
96 5 5 3 5 4.5
97 5 5 4 4 4.5
98 5 5 4 4 4.5
99 5 5 4 5 4.75
100 5 4 5 4 4.5
MEAN 4.76 4.75 4.77 4.8 4.77
SD 0.429235 0.435194 0.446196 0.402015 0.203132
62
EFFIENCY SERVICE
Respondents Q1 Q2 Q3 Q4 MEAN
1 4 5 5 5 4.75
2 4 5 5 5 4.75
3 4 5 5 5 4.75
4 4 5 5 5 4.75
5 4 5 5 5 4.75
6 4 5 5 5 4.75
7 5 5 4 5 4.75
8 4 5 5 5 4.75
9 4 5 5 5 4.75
10 4 5 5 5 4.75
11 5 5 5 5 5
12 5 5 5 5 5
13 4 5 5 5 4.75
14 4 5 5 5 4.75
15 5 5 5 5 5
16 5 4 5 5 4.75
17 4 5 5 5 4.75
18 4 5 5 5 4.75
19 5 5 5 5 5
20 4 4 5 5 4.5
21 4 4 5 5 4.5
22 5 4 4 4 4.25
23 4 4 5 5 4.5
24 5 4 5 5 4.75
25 5 4 5 5 4.75
26 5 5 5 5 5
27 4 5 5 5 4.75
28 4 5 5 5 4.75
29 4 5 5 5 4.75
30 5 4 5 5 4.75
31 4 5 5 5 4.75
32 5 4 4 5 4.5
33 5 4 5 5 4.75
34 4 4 5 5 4.5
35 4 4 5 5 4.5
36 5 5 5 5 5
37 4 5 5 5 4.75
38 4 5 5 5 4.75
39 4 4 5 5 4.5
63
40 4 4 5 4 4.25
41 5 4 5 5 4.75
42 5 5 5 5 5
43 5 5 5 5 5
44 4 5 5 5 4.75
45 4 5 5 5 4.75
46 4 5 5 5 4.75
47 5 5 5 5 5
48 4 5 5 5 4.75
49 5 5 5 4 4.75
50 4 5 5 5 4.75
51 4 4 5 5 4.5
52 4 4 5 5 4.5
53 4 4 5 5 4.5
54 4 4 4 5 4.25
55 4 4 5 5 4.5
56 4 4 4 5 4.25
57 4 5 5 5 4.75
58 4 5 4 5 4.5
59 4 4 4 4 4
60 5 5 5 5 5
61 4 5 4 5 4.5
62 5 5 5 4 4.75
63 5 5 5 5 5
64 5 5 5 5 5
65 5 5 5 5 5
66 5 5 5 5 5
67 4 5 5 5 4.75
68 4 5 5 5 4.75
69 4 5 5 5 4.75
70 5 5 5 5 5
71 5 5 5 5 5
72 5 5 5 5 5
73 5 4 5 4 4.5
74 5 4 5 4 4.5
75 5 5 5 5 5
76 5 5 5 5 5
77 5 5 5 5 5
78 5 5 5 5 5
79 5 5 5 5 5
80 5 5 5 5 5
64
81 5 5 5 5 5
82 5 5 5 5 5
83 5 5 5 5 5
84 5 5 5 5 5
85 3 4 5 4 4
86 4 4 5 5 4.5
87 4 4 5 5 4.5
88 4 4 5 4 4.25
89 4 4 5 5 4.5
90 5 5 5 5 5
91 4 4 5 5 4.5
92 5 5 5 5 5
93 5 5 5 5 5
94 5 5 5 5 5
95 5 5 4 5 4.75
96 3 5 4 4 4
97 4 4 5 5 4.5
98 3 5 4 4 4
99 4 4 5 4 4.25
100 4 4 5 5 4.5
MEAN 4.42 4.67 4.89 4.88 4.715
SD 0.553775 0.472582 0.314466 0.326599 0.263571
65
Appendix C
Photo Gallery
SEMINARS/TRAINING ATTEND
ED:
• CHMT International Food Fest
Sta Cruz, Laguna
April 18-20, 2018
Barista Seminar
Lancaster Hotel
Mandaluyong City
March 9, 2016
Hotel Overview
Sofitel Plaza Manila
August 21-22, 2016
EDUCATIONAL ATTAINMENT:
SKILLS:
PERSONAL BACKGROUND:
74
PERSONAL REFERENCE:
I hereby declare that the above information has been accomplish in good
faith, verified by me and to the best of my knowledge and belief is true and
correct.
SEMINARS/TRAINING ATTEND
ED:
1st CHMT International Food Fest
CHMT Function Hall
Laguna State Polytechnic University- Santa Cruz Campus
Santa Cruz, Laguna
April 18-20, 2018
Barista Seminar
Lancaster hotel
Shaw, Boulevard
Mandaluyong, Metro Manila
76
Hotel Familiarization
Sofitel Manila Hotel
CCP Complex Roxas Blvd.
Pasay, Metro Manila
August 21-22, 2016
SKILLS:
-Bread Making
-Table Set Up
PERSONAL BACKGROUND:
Date of Birth: September 4, 1998
Place of Birth: Santa Cruz, Laguna
Age: 19
Gender: Male
Height: 5’8”
Weight: 70 kgs
Religion: Aglipayan
Language: Tagalog / English /Basic
Mandarin
PERSONAL REFERENCE:
Prof. LESLIE SALAZAR Rushid Jay Sancon Ronnel Batohinog
OJT Coordinator CHMT Instructor Teacher
LSPU Main Campus LSPU Main Campus Santa Cruz, Laguna
09202047234 09263533600 09187131280
I hereby declare that the above information has been accomplish in good
faith, verified by me and to the best of my knowledge and belief is true and
correct.
ARVEE L. TAGUMPAY
Applicant