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Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

The front office is the nerve center of the hotel and, as such is an

excellent place in which to gain a detailed understanding of how a modern

lodging establishment operations (UK essays, 2015). It plays a critical part in

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

responsible for everything from helping people make reservations to

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
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impressions on a guests of the properly. They must therefore have excellent

customer skills. This means that people working in a hotel bring the difference

in creating a positive guests experience her appearance, manners,

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

welcome even during busy or on bad days.

As stated by Andrews (2008) the front office professional is a package

of behaviors called competencies they need to be cultivated just as much as

we do knowledge and skills. Competencies go hand in hand with any

certification.

Background of the Study

Competencies are a set of behavioral trait and technical abilities that

are suitable for job. The role of the front office professional has changed

dramatically. They are empowered with more responsibilities. While front

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

attitudes translate into behaviors called competencies. Recruiters give

importance to competencies while hiring for the front office. Andrews, (2008)

Significant changes in the competitive of business and education,

along with changes in the macro-environment, point to the need for

curriculum reform in hospitality management. Determining relevant


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competencies and skill set has helped human resources managers over the

years to improve hiring and selection practices, in developing strategies to

retain managers, and in career planning initiatives.

Understanding the types of communication skills and competencies is

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

necessary skills and competencies to interact with others is essential no

matter what business you are in. (Mc Farlin, 2019)

The researchers want to learn about level of competencies in front

desk liner and their level of job performance. It is important to know, because

once the employee is not good in terms of knowledge, communication skills,

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.

A guest's experience at a hotel is largely dependent on the treatment

experienced by the hotel staff, especially those at the front desk. The front

desk staff represent the hotel in the eyes of guests.

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
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consideration to make him feel special. As there is a lot of competition in the

market every hotel distinguishes itself by adopting innovative practices to help

attract more and more guests.

This study review of competencies that have been emphasized by

hospitality industry for success in the field over the years, and to report

similarities as well as key changes in skills.

Theoretical Framework

Source : http://hrsolutionist.blogspot.com/2012/10/contribution-of-
human-resources.html

Figure 1 Competency Framework

Having a talented workforce becomes a critical success factor which

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

working in a team consisted of people from several different countries; which

require excellent intercommunication and problem-solving skills. Having so

many attributions together in one person is possible, but most of the times
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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

an employee is great for the success of a global organization. Such talent

requirements arise most of the times when HR professionals look for filling

vacancies in their organizations. Recruiting such talented people and

establishing a team out of them is a great advantage and assures success in

the right business field with the right management. However it requires

understanding the needs of emerging talents if we would like to keep them

satisfied and motivated within the organization.

In this respect we can assume that developing and implementing a

good “Talent Management System” which ensures, sustained retention of key

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

establishing a framework of values and competencies required to define

talent, who is to carry the company to the ultimate purposes aimed in the

strategy formation.

Competencies

According to Hoge (2008) the competencies is to develop in

management with a focus on work of employee. In the 1930’s in the United

States, the Roosevelt administration promoted functional analysis of jobs,


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which resulted in the publication of a dictionary of occupational titles

identifying knowledge and skills connected to different occupations.

Job Performance

This theory states that employee job satisfaction, intrinsic work

motivation, and productivity are a function of the characteristics of a job. The

central characteristics are skill-variety, task identity, task significance,

autonomy, and feedback. The theory also states that employee attitudes and

performance are moderated by the employee's need for psychological growth.

Employees with low growth need strength are less responsive to job

characteristics than employees with high growth need strength.


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Conceptual Framework

The conceptual framework of this study represented in the form of


paradigm.

Independent Variable Dependent Variable

Level of Competencies of Level of Job Performance


Front Desk Liner:

 Responsiveness
 Knowledge  Interpersonal Skills
 Communication  Efficiency Service
Skills
 Service Delivery

Figure 2. The Research Paradigm of the Study

It consists of Independent Variable which include the reason how


Competencies of Front Desk Liner in five-star hotel in Manila.

It shows the independent variables in the level of competencies of front

desk liner in terms of knowledge, communication skills and service delivery.

And the dependent variables show the level of job performance in terms of

responsiveness, interpersonal skills and efficiency service.


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Statement of the Problem

The purpose of the study is to determine the relationship between the

front desk liner level of competencies and level of job performance.

1. What is the level of competencies of front desk liner in terms of;

1.1 Knowledge;

1.2 Communication Skills; and

1.3 Service Delivery?

2. What is the level of job performance of front desk liner in terms of;

2.1 Responsiveness;

2.2 Interpersonal Skills; and

2.3 Efficiency Service?

3. Is there any significant relationship between the competencies of

front desk liner and their level of job performance in five-star hotel in Manila?

Research Hypothesis

There is no significant relationship between the level of

competencies and level of job performance is Front Desk Liner in a Five-star

hotel.
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Significant of the study

These findings of this study may merit the following:

Hotel Owners

For there who are in the hotel business, the researcher: intention is to

contribute information to those who are interested on how hotel gives

attention.

Personnel

It will help to improve their communication, knowledge and

responsiveness.

Guests

To give knowledge and idea about the front desk competencies.

Future Researchers

The researcher obtained from this study will be the guest use for future

student’s researcher who intends to focus on the same field industry.

Scope and Limitation of the Study

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:
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Communication Skills. A process of using words or act to express

your ideas feelings.

Competencies. Ability of an individual to do a job properly. A set of

defined behaviors.

Efficiency Services- Ability to avoid wasting materials, energy, effort

money and time in doing something on in producing a desired result

Front Desk Liner. Work for the lobby or reception area of a lodging

facilities including the hotel.

Interpersonal Skills. Something that will enhance the quality of the

employees to be able to do their job inside thereat.

Knowledge. A condition of knowing something with familiarity gained

through personal experience.

Responsiveness. Completing the job task in a timely manner.

Service Delivery. Measure how well a service is delivered in services.


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Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents related literature and studies that can be useful

in this study. Their reading provided the researcher with the new avenue of

approaches of the problem areas investigated.

Related Literature

One of the independent variable was mention to this study was

knowledge. According to Tesone (2010), knowledge may be defined as

information that is cognitive assimilated by an individual.

More likely, Sternberg (2007), defines knowledge can be created by an

individual through inference concatenation of previously acquired information

and thinking about this information in new ways.

In addition Lindsay et. al (2014) stated intellectual capital (IC) has

become a prominent concept that now over shadow physical capital

knowledge was the main ingredients of IC and human capital the tacit

knowledge in the minds of employee consisting of knowhow, experience,

skills, and creativity was the source of it all and must be nurture and

protected.

In other one independent variable was Communication Skills Cited to

Pearson (2008) Learning communication skill can improve the way you see

yourself in a second way. As you learn how to communicate effectively in a

variety of situation- from interpersonal relationships to public speeches –


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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

of your employment, your personal relationship or with regards to your

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)

Ketchum (2011), stated that punctuality communicates a plethora of

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

capable of honoring your word. Being punctual helps employees project a

sense of professionalism and commitment.

The last variable was Service Delivery According to Kristanti et al.

(2012) explained that service quality is a measurement of how excellent the

level of service provided to meet customer expectation. And service quality

can be defined through the fulfillment of the needs and desire of consumer
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and the precision of delivery offset the consumer expectation, thereby there

are two major factors that affect service quality, which are expected service

and perceived service. If the perceived service is in accordance with the

expected service, the service quality will be perceived as positive or good. If

the perceived service exceed the expected service, the service quality will be

perceived as the idea quality.

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

the will come back.

According to Reinatz (2012) stated that assuring accuracy during the

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

eaten: clean and clearly constantly and resupplying of beverages and

condiments.

In addition, service quality can be defined as an overall judgment

similar to attitude towards the service and generally accepted as an

antecedent of overall customer satisfaction have defined service quality as

the ability of the organization to meet or exceed customer expecting (Hunter,

2011)
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According to Jannet (2011) the group result showed that

responsiveness, empathy and reliability were significantly related to service

quality; reliability and empathy were significantly related to customer

satisfaction. The findings suggest that the provide quality service in order to

satisfy customers, organization in this kind of service sectors used to improve

on the dimensions of service quality. Reserve suggests that positive

emotional responses such as delight have important behavioral

consequences.

According to Holtzclaw (2012) Responsiveness “is the willingness to

help customer to provide prompt “service”. This dimension is concerned with

dealing with the customer request, questions, and complaints, promptly and

attentively. A firm is known to be responsive when it comes to its customer

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.

However, Collier (2008) stated that in the event of a problem customer,

evaluate the recovery process against, interactive fairness (ability to locate

and interact with technology support for a website, including telephone based

assistance) procedural fairness (policies, procedures and responsiveness is

the complaint process) and outcome fairness. How the company responds

has a significant effect on the customer satisfaction level and future inform.
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As explained by Hargie (2011) says that their tangible rewards to be

gained from developing an effective interpersonal skill. These begin from an

early age, since children who develop good interactive skills also perform

better academically.

Harris (2011) mentioned that service strategy is important part of anu8

business plan. Service business relies or customer satisfaction. Any good

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.

According to Pathak (2014), compelling service skill are important in

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

one should consider training to enhance staff skills.

On the other hand Lovell (2010) stated that efficiency was an important

characteristic of procedure performance. A producer was efficient if they were

not. This efficiency of producer was measured by some index of observed

and desired performance.

In an by Ritter (2017) “why efficient customer service is better than

Friendly) she said that in the digital age, it was more important to give

customer reliable and efficient service media. Looking out for negative

customer impact or improving overall customer service experience. It was

clear that time had changed and business practices need to change with

them.
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Related Studies

According to Ampo (2007) said the acquisition of knowledge is affected

by the length of time of training and the process of transfer of extensive

knowledge as done by immediate supervisor. In connection to the present

study, knowledge is essential in the ease of adaption: the only difference is

the respondents in the study.

Knowledge is a driving force behind success and companies put a

premium on it. Companies seek help from consultant who can move their

organization forward while copying with the constant change (Alvarez, 2007)

According to Adriano and Lacosta (2010), formal education in

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

not. Thus career development is enhance by training on oral communication

and listen because these skills contribute to an employee’s success in an of

the following area, interviewing making presentation at or conducting

meetings, negotiating and resolving conflict: Selling, leading, being assertive:

teaching or coaching others. Working in a team: giving supervisors feedback

about conversation with customer and retaining.

As cited by Munda (2014) having good communication skill in the

workplace is all about being able to information to people clearly and simply,
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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.

According to Velasco (2012) communication is much more that words

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

body language. Communication is the process in which information is

exchanged, between individuals it requires a shared understanding of symbol

systems, such as language and mathematics.

Guevara (2011) cited that service was a services of activities design to

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

organization ability and revenue from the perspective services should be

systematically improvement.

According to Abayan (2013) revealed the mean level of the customer’s

satisfaction in terms of food preparation and safety and security show that

customers were satisfied on the services.

Cited by Lacopia (2011), the customers are very satisfied with the

good service and facilities of the restaurant.

As noted by Oliver (2013) recent interpretations in the consumers,

domain, however allow for a greater of response than more fulfillment.

Fulfillment implies that the situation level us known, as in the basis need of
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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

as the consumer experience and describe it.

For Eranzo (2012) defined employee’s responsiveness is showing the

interest in job friendly and cooperative with co-workers and members of

congregation; accepts tasks willingly and works in a professional manner.

In connection to this Katz (2015) technical skills are the broadcast

most easily defined category. A technical skill is defined as a learned capacity

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

position his arm for accuracy and distance technical skills.

In study made by Lamor (2012) value appreciation is the offshoot of

effective staffing process by selected beach resort in Alabama so as to

evaluate work efficiency of employee in the said resort.

As stated by De Leon (2010) Discussed interpersonal skills as work

values and in order to be effective, your requirements are considered

beneficial and should be met: 1) break away from negative image 2)

appreciate the value of work. 3) maintain f\good relationship with fellow

workers and 4) have willingness to make calculated risk with conditions or

situations demand.

In Barros (2008) research, they analyzed the relative efficiency and

productivity of a representative sample of Portuguese hotels by using the

directional distance function and the venberger productivity indicator. The key
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advantage of this approach was that both input contraction and output

expansion were considered the researches conclude that both input and

output play major role hotel efficiency.

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.

Similarly, it is related to the present study, since it reveals using

vocabulary will improve the level of performance when you are in a hotel and

this may give you some ideas to improve your skills.


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Chapter 3

RESEARCH METHODOLOGY

This chapter consists of methodology used by the researcher to prove

and explain accurately the data including research design, population and

sampling techniques, research instrument, research procedure and statistical

treatment.

Research Design

Descriptive method of research is used to obtain information

concerning the current status of phenomena to describe “What exists” with

respect to variables or conditions in a situation. The method involves range

from the survey which describes the status quotation the correlation study in

which investigates the relationship between variables to developmental

studies which seeks to determine changes over time (Reyes, 2004)

Population Sampling Techniques

The respondents of this study was composed of one hundred (100)

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

them a reliable data conducting the research.

Research Procedure

The ways to gather data or information concerning about the topic or

study of the researcher includes following


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First was identifying the problem. The researcher used to gather

information to support and understand the study. The constructing

questionnaire for approved. The next step was the distribution of the

approved questionnaire to the respondents. The responses tallied and

tabulated before submitting to the statistician for statistical treatment to

analyze.

Research Instrument

The researchers used self-made survey questionnaire check by

research experts composed by the method of research professor, adviser and

subject specialist. Questionnaire needed in the accomplishment of this study

consist of one part. The one part composed of questions which pertain to the

Competencies of Front Desk Liner in Five-Star Hotel in Manila.

Table 1. Five-Point Limit Scale

Scale Range Remarks

5 4.21-5.00 Strongly Agree

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
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Table 2. Verbal Interpretation

Scale Communication Service Interpersonal Efficiency


Knowledge Responsiveness
Skills Delivery Skill Service

5 Very Evident Very Very Evident Very Evident Very


Very Evident
Evident Evident

4 Evident Evident Evident Evident Evident Evident

3 Moderate Moderate Moderate Moderate Moderate


Moderate Evidently
Evidently Evidently Evidently Evidently Evidently

2 Quite Evident Quite Quite


Quite Evident Quite Evident Quite Evident
Evident Evident

1 Not Not
Not Evident Not Evident Not Evident Not Evident
Evident Evident

Statistical Treatment

The responses were tabulated as basis for the statistical treatment of

the data. This was done in order to know the competencies of front desk liner

in five-star hotel in manila.

Weighted mean and standard deviation were used to find the level of guest

satisfaction.

To determine the competencies of front desk liner in five star hotel in

manila.

Table 3. The Statistical Treatment used in this research study.

Level of Competencies of Front Desk Grouped Mean and Standard


Liner. Deviation were used to know the
level of competencies of front desk
Level of Job Performance. liner and level of job performance

The Significant relationship between the We used Pearson R Correlation to


competencies of front desk liner and their know if there is a significant
level of performance in five-star hotel in relationship between level of
Manila. competencies of front desk liner and
level of job performance.
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Chapter 4

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter was about the presentation, analysis and interpretation of

data to determine the level of factors that affects the level of competencies of

five-star hotel in manila.

The presentation of the major findings were based on the order in

accordance to the statement of the problem namely; 1) what is the level of

competencies of front desk liner in terms of Knowledge, Communication Skills

and Service Delivery? 2) What is the level of required knowledge of front desk

liner in terms of Responsiveness, Interpersonal Skills and Efficiency Service.

In order to simplify the discussion, the researchers provided the tables

that summarize the collective reactions of the respondents.

LEVEL OF COMPETENCIES OF FRONT DESK LINER;

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

the mean score of 4.84; standard deviation of 0.37 remarks as “strongly

agree”. On item 4 that they knowledgeable in job responsibilities with mean

score of 4.82; standard deviation of 0.39 remarks as “strongly agree” Lastly

on item 2 with mean score of 4.68; standard deviation of 0.55 remarks as

“strongly agree”.
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Table 4. The level of the competencies of front desk liner in terms of


Knowledge;

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

the respondents agree strongly to the statements in terms of knowledge.

The findings above is supported by Ampo (2007) said the acquisition of

knowledge is affected by the length of time of training and the process of

transfer of extensive knowledge as done by immediate supervisor. In

connection to the present study, knowledge is essential in the ease of

adaption: the only difference is the respondents in the study.

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;
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Table 5. The level of the competencies of front desk liner in terms of


Communication skills;

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

standard deviation of 0.47 remarks as “strongly agree”. In item 2 they also

clarify the capability of service to communicate with the guest with the mean

score of 4.66; standard deviation of 0.50 remarks as “strongly agree” On the

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

deviation remarks as “strongly agree” It implies that the respondents agree

strongly to the statements in terms of communication skills.

In connection to the findings, Lindsay et. al (2014) stated intellectual

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

knowledge in the minds of employee consisting of knowhow, experience,

skills, and creativity was the source of it all and must be nurture and

protected.

Table 6. The level of the competencies of front desk liner in terms of


Service Delivery;

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

The respondents in Table 6, with respect to Service Delivery, are

responsible in their accommodation with the mean score of 4.84; standard

deviation of 0.37 remarks as “strongly agree”. On the item 1 in came from

well trained in handling different situation to avoid any convenience 1with the

mean score of 4.77; standard deviation of 0.42 remarks as “strongly agree”.


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Item 3 with mean score of 4.76; standard deviation of 0.43 remarks as

“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

0.22 remarks as “strongly agree” It implies that the respondents agree

strongly to the statements in terms of service delivery

Parallel above findings, service quality can be defined as an overall

judgment similar to attitude towards the service and generally accepted as an

antecedent of overall customer satisfaction have defined service quality as

the ability of the organization to meet or exceed customer expecting (Hunter,

2011)

LEVEL OF JOB PERFORMANCE ON FRONT DESK LINER

With the respect to Responsiveness of job performance, they can

create a positive workforce with the mean score of 4.82; standard deviation of

0.41; remarks as “Strongly Agree” in Item 3 they are always available to

respond the guest when needed, with the mean score of 4.81; standard

deviation of 0.39 remarks as “Strongly Agree” Item 2 are have initiative to

assist the guest without any approach, with mean score of 4.66; standard

deviation of 0.50 remarks as “Strongly Agree” Lastly in Item 1 with mean

score of 4.55; standard deviation of 0.63 remarks as “strongly agree”

Over all, with the mean score of 4.71 and 0.27 standard deviation. It

implies that the respondents agree strongly to the statements relating to

responsiveness.
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Table 7. The Level of Job Performance of Front Desk Liner in terms of


Responsiveness;

Responsiveness- MEAN SD REMARKS VERBAL


Completing the job task in INTERPRETATION
timely manner.

Employees

1. Are prompt in giving VERY EVIDENT


service to guest. 4.55 0.63 Strongly Agree
2. Have the initiative to
VERY EVIDENT
assist the guest without Strongly Agree
any approach 4.66 0.50
3. Are always available to
VERY EVIDENT
respond to guest when Strongly Agree
needed 4.81 0.39
4. Give the request of the VERY EVIDENT
Strongly Agree
guest without approach 4.82 0.41
VERY EVIDENT
OVERALL MEAN 4.71 0.27 Strongly Agree

The findings in table 7 is supported by (Holtzclaw, 2012)

Responsiveness “is the willingness to help customer to provide prompt

“service”. This dimension is concerned with dealing with the customer

request, questions, and complaints, promptly and attentively. A firm is known

to be responsive when it comes to its customer how long it would take to get

answer or have their problems dealt with.

The respondents in Table 8, with respect to Interpersonal Skills, are

approachable when the guest are asking for the help with the mean score of

4.80; standard deviation of 0.40; remarks as “Strongly Agree”.


29

Table 8. The Level of Job Performance of Front Desk Liner in terms of


Interpersonal Skills;

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

On Item 3 with the mean score of 4.77; standard deviation of 0.45;

remarks as “strongly agree” show warm voice in talking to the guest when

addressing complaints. It was also revealed that, show kindness in dealing

with the guest with mean score of 4.75; standard deviation of 0.44; remarks

as “strong agree”. Lastly in item 1 are approachable when availing question

with mean score of 4.76; standard deviation of 0.43. remarks as “Strongly

Agree”

Over all, with the mean score of 4.77 and 0.20 standard deviation. It

implies that the respondents “Strongly Agree” to the statements relating to

interpersonal skills.
30

As stated by De Leon (2010) to be supported. Discussed interpersonal

skills as work values and in order to be effective, your requirements are

considered beneficial and should be met: 1) break away from negative image

2) appreciate the value of work. 3) maintain f\good relationship with fellow

workers and 4) have willingness to make calculated risk with conditions or

situations demand.

Table 9 shows below the level of required knowledge of front desk liner

in terms of efficiency service. Item 3 shows developing in their responsibility

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,

with mean score of 4.67; standard deviation of 0.47 as remarks “Strongly

Agree”; Item 1 with mean score of 4.42; standard deviation of 0.55.

Over all, with the mean score of 4.72 and 0.26 standard deviation. It

implies that the respondents agree strongly to the statements relating to

service efficiency as remarks “Strongly Agree”


31

Table 9. The Level of Job Performance of Front Desk Liner in terms of


Efficiency Service;

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

service is used to describe activities performed, can be considered almost

pure services. such as insurance, banking, entertainment airlines, health care

financing an automobile, providing warranting on computer equipment,

because these services exist in connection with the sale or a product or other

service. The goal of service is uniqueness costumer and cast contract is

special. The customer is a procedure who is partner in creating the service.

The Pearson r correlation gives a computed r value since, the

responsiveness interpersonal skills and efficiency service is equal to 0.20.23

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

conclude that knowledge has a significant effect to responsiveness

interpersonal skills and efficiency service.

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

Level of Level of Job Performance


Competencies of
Front Desk Liner

Responsiveness Interpersonal Skills Efficiency Service


r-V c-v Findings r-v c-v Findings r-V c-V Findings

0.33 0.20 Significant 0.23 0.20 Significant 0.30 0.20 Significant


1. Knowledge

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

The findings supported by Holtzclaw, 2012 Responsiveness “is the

willingness to help customer to provide prompt “service”. This dimension is

concerned with dealing with the customer request, questions, and complaints,

promptly and attentively. A firm is known to be responsive when it comes to

its customer how long it would take to get answer or have their problems dealt

with.

The Pearson r correlation gives a computed r value since, the

responsiveness interpersonal skills and efficiency service is equal to 0.48,

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

to conclude that communication skills has a significant effect to

responsiveness interpersonal skills and efficiency service.


33

The findings supported by Sternberg et.al (2007) defines

knowledge can be created by an individual through inference concatenation

of previously acquired information and thinking about this information in new

ways.

The Pearson r correlation gives a computed r value since, the

responsiveness interpersonal skills and efficiency service is equal to 0.27,

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

to conclude that service delivery has a significant effect to responsiveness

interpersonal skills and efficiency service.

Supported by Lovell (2010) stated that efficiency was an important

characteristic of procedure performance. A producer was efficient if they were

not. This efficiency of producer was measured by some index of observed

and desired performance.

It’s only indicated that there’s a significant relationships between the

level of competencies and level of performance is Front Desk Liner in a Five-

star hotel.
34

Chapter 5

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

Summary

The main objective of this research is to determine the Competencies

of Front Desk Liner in Five Star Hotel in Manila.

Specifically, it sought answer the following question. (1.) What is the

level of competencies of front desk liner (2.) What is the mean level of

required knowledge of front desk liner in terms of; responsiveness;

interpersonal skills; and efficiency service. (3.) Is their significant relation

between level of competencies of front desk liner and level of job

performance of front desk liner in five-star hotel in manila.

Descriptive method of research was used. This includes the

distribution of self-administered questionnaire to the respondents and

conducting interviews in gathering the data and information needed in the

study. Distributing for testing the questionnaire was conducted to determine

the validity and reliability of the questionnaire.


35

Findings

The presentation of the major findings followed the order in

accordance with statement of the problem namely:

1. The data showed that as rated by the guest the level of the

competencies of front desk liner in terms Knowledge got an overall mean

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 .

Communication Skills got an overall mean score of 4.71 and Standard

deviation of 0.24, all of the said of the level of the competencies remark as

Strongly Agree.

2. In term of level of job performance of front desk liner in terms of

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,

which was all remark as “Strongly Agree”

3.To test id there is a significant relationship between the

competencies of front desk liner and their level of performance in five-star

hotel in manila. In item 1 shows that knowledge is significant to

responsiveness with R-value 0.33 and Interpersonal skill with R-value 0.23 is

significant to efficiency service with R-value of 0.30. In item 2, communication

skills is significant to responsiveness with the R-value 0.48 and Interpersonal

skill with R-value 0.23 is significant to efficiency service with R-value 0.51 and
36

Item 3 service delivery is also significant to responsiveness with the R-value

of 0.34 and Interpersonal Skills with R-value of 0.34 is significant to Efficiency

Service with the R-value 0.48.

Conclusion

Based on the above findings, the following conclusion was reached:

1.The conclusions of the study shows that mostly of the guest can

experience the competencies of front desk liner reaching an overall rating of

“Strongly Agree” but the highest rating is for Knowledge where the front desk

liner shows their Knowledge through service rather than Communication

Skills & Service Delivery.

2. In terms level of job performance Front desk liner show case their

Interpersonal Skills that will satisfy the guest needs.

3. The level of Competencies in front desk liner has a relationship to

the Level of job performance of front liners for them effective employee

through their responsiveness, interpersonal skills, and efficiency service.

4. The null hypothesis states that there is no significant relationship on

the level of competencies and level of job performance in front desk liner in

five-star hotel is “rejected”


37

Recommendation

Based on the findings the following recommendation was reached:

1. The researchers highly recommend for the front lines to invest

time for improving their formal communication to be an effective employee in

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.

3. Communication skills can be improving by allotting time for

training about communication development through that front liners can be

more efficient and effective employee for the establishment and the guest.

4. For the future researchers who may want to consider to study

relating to this research with the greater focus on the Competencies in a

hotel.
38

BIBLIOGRAPHY

A. Published Materials

Andrews (2008) “Hotel Front Office: A Training Manual” Tata McGraw-Hill


Education

Adams (2008) “The Skillful Teacher: On Technique, Trust, and


Responsiveness in the Classroom, Published October 1st 2008. San
Francisco

Collier (2008) The Responsive Global Organization: New Insights from Global
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De Leon, (2010) Interpersonal Communication Book, The 14th Edition, Kindle


Edition, USA

Hargie, F. (2011) “Interpersonal at Work” Psychology Press, Business &


Economics

Harris, D. (2011) “Entrepreneurship” Magazine

Hopkins, W. E (2012) “Customer Perceptions of Restaurants Cleanliness”


Blacksburg, Virginia

Holtzclaw E (2012) “The Importance of Responsiveness” New York Sherton


Way, New York

Hunter, I (2011) “Service Quality in the Public Service”


Jannet, (2011) “The Relationsip Between Customer Satisfaction and Service
Quality” Indian Institute of Technology Madras, Chennai, Tamil Nadu,
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Ketchum,D (2011) “Why is Punctuality Importance in The Workplace”

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Published September 1st 2009 by Ferguson Publishing Company

Pathak, J. (2014) “Communication Skills as a Competition” 4th edition

Pearson, (2008) Business Communication Today: Tenth Edition. New Jersey:


Prentice Hall, 2018.
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Ritter, (2017) “Managing Service Productivity” Aston Business School in


Birmingham, UK
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Mechanism of the mind, New York, USA, Cambridge University press

Tesone, D (2010), Principle of Management for the Hospitality Industry


Singapore
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B. Unpublished Materials

Abayan J. B. M. (2013) “The Perception of Customer Satisfaction on the


Service Rendered by Resto-fun Park “Isdaan” Laguna State
Polytechnic Sta Cruz Campus Sta Cruz Laguna
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sate that knowledge is more than information
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Membering Laguna Sate Polytechnic University A.y 2005-2006”
Master’s Thesis Laguna State Polytechnic 2007
Barklin, et. al (2006) “Factors that affect food Choices” Laguna State
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During The Third Quarter of 2010, Laguna State Polytechnic University
San Pablo Campus, San Pablo City Laguna
Guevara. J. M. (2011). “The Effect of Promotion and Sales Attraction to the
Customer Satisfaction of Cyber Link Computer Shop” Laguna State
Polytechnic University Sta Cruz
Lacopia, (2011) “Level of Customers Satisfaction of Tayabersi in Micasa En
Tayabas” Southern Luzon State University, Quezon
Lamor, Henry F. (2012) “An Invenroty System of Selected Hotels in Alabara”
An Intitutional Study
Munda, Angelica (2014) :The role of communication and listening in
leadership”
Laguna State Polytechnic University Santa Cruz Campus

Paras B (2013), “Assessment on the Competitive Advantage of DHRM


Graduates as to its Employment Status” Laguna State Polytechnic
University Sta Cruz Laguna

Oliver (2013) “ a Conceptual Model of Service Quality and Service


Satisfaction Compatible Goals, Different Concept” In Advance in
Services marketing and management
41

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-

Barros (2008), Energy Efficient Servers Cover Gough


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Blueprints-Optimization-ebook/dp/B00SSVUTL8

Kristanti, (2012) A study of Customer Satisfaction Towards Restaurant


Service Quality In Surabaya.
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https://www.academia.edu/3236602/A_Study_of_Consumers_satisfac
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Reinatz (2012) “Customer Relationship Management” Retrieved from


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20&linkCode=w00&linkId=XSJOBCL3XDA27GFV&creativeASIN=0143
118447
42

APPENDICES

Appendix A

Survey Questionnaire

Republic of the Philippines


Laguna State Polytechnic University
Sta. Cruz, Main Campus
Sta. Cruz Laguna

SURVEY CONSTRUCTED QUESTIONNAIRE

Dear Respondents,

Good day! We are currently conducting a study titled “Competencies


of Front Desk Liner in Five Star Hotel in Manila” This is one of the
requirements for the degree of Bachelor in Science in Hotel and Restaurant
Management.
In connection, I would like to ask you to please answer the following
questions honestly. Be rest assured that you answer will be kept
confidentially.
I’m hoping for your cooperation. Thank you!

Yamani Andrea L. Bandoy and Arvee L. Tagumpay


Student Researchers

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

Sex; ( ) Male ( ) Female


43

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

Knowledge- measures effectiveness in keeping 5 4 3 2 1


knowledge of methods and skills required in the
job.
(Mga kaalaman na nakakapagpakita kung gaano
kaepektibo ang isang tao sa kanyang trabaho)
The Employees:
(Ang empleyado)
1. Show knowledge of service.
(Nagpakita ang mga empleyado ng kaalamanan sa
kanilang serbisyo)

2. Use proper methods and tools.


(Ginamit ang wasto at kinakailangan pamamaraan sa
trabaho)
3. Understanding in their jobs.
(Nauunawaan nya ang kanyang ginagawa)
4. Are Knowledgeable in job responsibilities
( May sapat na kaalamanansa kanyang tungkulin ayon sa
hinihingi ng trabahong gampanin)
44

Communication Skills- a process of using 5 4 3 2 1


words or act to express ideas feelings.
( Proseso ng paggamit ng mga salita o kilos para
ipahayag ang damdamin ng ideya.)
The Employees:
(Ang empleyado)
1. Prepare formal communication.
(Ang mga empleyado ay naghanda para sa pormal
na pakikipag-ugnayan sa iba pa)
2. Capability of service to communicate
with the guests
(Nagpakita ang mga empleyado ng kanilang
kakayanang magbigay-serbisyo gamit ang epektibong
pakikipag-ugnayan sa mga panauhin).
3. Use non-verbal skills to communicate
with the guests.
(Ang mga empleyado ay gumamit ng epektibong hindi-
berbal na pamamaraan ng pakikipagugnayan sa mga
pauhin)
4. Ares good listener in giving the need of
guest.
(Nagpakita ang mga empleyado na sila ay mabuting
taga-pakinig sa pangangailangan ng mga panauhin)

Service Delivery- Is the speed with which the 5 4 3 2 1


product can be put into service when it breaks
down.
(Mabilis na serbisyo kapag may nangyaring anumalya.)
The Employees:
(Ang empleyado)
1. Are well trained in handling different
situation to avoid any inconvenience.
(Ang mga empleyado ay nagpamalas na sila’y sanay sa
pagdala sa ibat ibang sitwasyon upang maiwasan ang di
kanais-nais na pangyayari)
2. Are flexible in serving its customers,
more than their expectations.
(Ang mga empleyado ay nagpakita ng kanilang
kakayanan sa pagbago-bagong hinihingi ng
pagkakataon, matugunan lamang ang mga panauhin
nang higit pa 8sa inaasahan)
3. Are productive in their work.
(Ang mga empleyado ay epektibong gumawa nang may
higit at kinais-nais na resulta sa kanilang gampanin)
4. Are responsible in their accommodation
(Ang mga empleyado ay responsible sa kanilang
tuluyan)
45

Responsiveness- Completing the job task in


timely manner.
5 4 3 2 1
( Kinukumpleto ang trabaho sa tamang oras)
The employees:
(Ang empleyado)
1. Are prompt in giving service to
guest.
(Mabilis na serbisyo ng empleyadosa mga panauhin)
2. Have the initiative to assist the guest
without any approach.
( Ang mga empleyado ay may kusa sa pagtulong sa mga
panauhin)
3. Are always available to respond to
guest when needed.
(Ang mga empleyado ay laging handa sap agtugon sa
mga kailangan ng mga panauhin)
4. Give the request of the guest without
approach.
(Ang mga empleyado ay ibinibigay ang mga kagustuhan
ng mga panauhin.)

Interpersonal Skill- an employee’s attitude


involving relation to clients/co-workers.
(ang ugali ng empleyado ay kasama sa relasyon bilang 5 4 3 2 1
kliyente at ka-trabaho)
The employees:
(Ang empleyado)
1. Are approachable when availing
question.
(Ang mga empleyado ay mabilis lapitan pag may
katanungan)

2. Show kindness in dealing with the


guest.
(Ang mga empleyado ay maayos pakikitungo sa kanilang
panauhin)
3. Show warm voice in talking to the
guest when addressing complaints.
(Ang mga empleyado ay mahinahon habang nakikipag-
usap sa panauhin)
4. Are approachable when the guest are
asking for the help.
(Ang mga empleyado ay nalalapitan kapag nagtatanong
ang mga panauhin)
46

Efficiency service- accomplishment of ability to


accomplish a job with time and effort. 5 4 3 2 1
(Natatapos nya ang kanyang trabaho ng maayos at tama
sa oras)
The Employees:
(Ang empleyado)
1. Save time and effort.
(Ang mga empleyado ay nangakatipid ng oras at lakas)
2. Have maintained their focus and mind set
to get things done.
(Kanilang napanatili ang pokus at napagukulan ng buong
atensyon ang kanilang Gawain)
3. Develop their sense of responsibility.
(Ang bawat isa ay natutunan sa sarili na maging
maasahan)
4. Create better work flow and aallow task to
be done faster
( Nakakapagsagawa ng maayos ng trabaho upang
mapadali ang kanilang Gawain)
47

Appendix B

Data Matrix

Level of Competencies of Front Desk Liner in terms of:

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

Level of Job Performance of front desk liner in terms of:

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

Answering the Survey Questionnaire


66

Answering the Survey Question


67

Answering the Survey Question


68

Answering the Survey Question


69

Check-In in Okada Manila


70

Swimming in Okada in manila with her sister


71

Chillin’ in Sofitel Manila


72

YAMANI ANDREA L. BANDOY


133 Villa Silangan
Santa Cruz, Laguna
09555363101
yamaniandreabandoy@yahoo.com

SEMINARS/TRAINING ATTEND
ED:
• CHMT International Food Fest
Sta Cruz, Laguna
April 18-20, 2018

• On the Job Training


Tagaytay Internation Convention Center
February 17, 2017 – April 10, 2017

 Pre-Practicum Comprehensive Training Exercises


Catering and Banquet Management Seminar
Hotel Stotsenberg
Freeport Zone Clark, Pampanga
November 4-6, 2016

 Bar Operation Overview


T.G.I.F(Thanks Goodness Its Friday) Bar
Quezon, City Manila
March 9, 2016

 Barista Seminar
Lancaster Hotel
Mandaluyong City
March 9, 2016

 Hotel Overview
Sofitel Plaza Manila
August 21-22, 2016

 Brush Calligraphy and Painting


H2O Manila
November 8,2017

 Product Development and Innovation


73

CHMT Function Hall


Laguna State Polytechnic University- Santa Cruz Campus
December 06, 2017

 GLOCAL Trends of Hospitality and Tourism Industry of the New


Millennium
Cultural Center of Laguna
Santa Cruz, Laguna
November 16, 2017

EDUCATIONAL ATTAINMENT:

Tertiary : Bachelor in Hotel and Restaurant Management


Laguna State Polytechnic University
Sta. Cruz Main Campus
Sta. Cruz, Laguna
2017 - Present

( 2017 ) : Diploma in Hotel and Restaurant Management


Laguna State Polytechnic University
Sta.Cruz Main Campus
Sta.Cruz, Laguna
2015 – Present

Secondary : Pedro Guevara Memorial National High School


Sta Cruz, Laguna
2011-2015

Primary : Silangan Elementary School


Brgy.Villa Silangan Sta Cruz, Laguna
2005-2011

SKILLS:

Basic Knowledge In:


-Napkin Folding
-Bottle Flaring
-Bed making
-Table Set Up

PERSONAL BACKGROUND:
74

Date of Birth: August 10, 1999


Place of Birth: Santa Cruz, Laguma
Age: 18
Gender: Female
Height: 5’5”
Weight: 58 kgs
Religion: Baptist
Language: Tagalog / English /Basic
Mandarin

PERSONAL REFERENCE:

LESLIE SALAZAR Rushid Jay Sancon Jeanette Bautista


OJT Coordinator CHMT Instructor Government Employee
LSPU Main Campus LSPU Main Campus 09162559013
09202047234 09263533600

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.

Yamani Andrea L. Bandoy


Applicant
75

ARVEE LEONARDO TAGUMPAY


Brgy. Gatid
Santa Cruz, Laguna
09650631961
arveetagumpay@yahoo.com

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

 Product Development and Innovation


CHMT Function Hall
Laguna State Polytechnic University- Santa Cruz Campus
Santa Cruz, Laguna
December 06, 2017

 Brush Calligraphy and Painting on Paper and on Fondant


Workshop
H2o Hotel
Behind the Quirino Grandstand, Luneta, Manila, 1000 Metro Manila
November 8, 2017

 On the Job Training


Max’s Restaurant
Santa Cruz, Laguna
February 01-March 17, 2017

 Catering and Banquet Management Seminar


Hotel Stotsenberg
Clark, Pampanga
November 4-5-6, 2016

 Barista Seminar
Lancaster hotel
Shaw, Boulevard
Mandaluyong, Metro Manila
76

March 09, 2016

 Bar Operation Overview


T.G.I.F (Thank Goodness It’s Friday)
Quezon City, Manila
March 09, 2016

 Hotel Familiarization
Sofitel Manila Hotel
CCP Complex Roxas Blvd.
Pasay, Metro Manila
August 21-22, 2016

 Proper Hygiene Sanitation


Chowking Commissary
Sucat, Parañaque, Metro Manila
August 21, 2016
EDUCATIONAL ATTAINMENT:
Tertiary : Bachelor in Hotel and Restaurant Management
Laguna State Polytechnic University
Sta. Cruz Main Campus
Sta. Cruz, Laguna
2017 - Present

( 2017 ) : Diploma in Hotel and Restaurant Management


Laguna State Polytechnic University
Sta.Cruz Main Campus
Sta.Cruz, Laguna
2015 – Present

Secondary : Pedro Guevara Memorial National High School


Santa Cruz, Laguna
2011-2015

Primary : Gatid Elementary School


Brgy.Gatid Santa Cruz, Laguna
2005-2011

SKILLS:

Basic Knowledge In:


-Napkin Folding
-Bottle Flaring
-Bed Making
77

-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