LICEO DE CAGAYAN UNIVERSITY

RN Pelaez Boulevard, Kauswagan, Cagayan de Oro City

SCHOOL OF BUSINESS MANAGEMENT AND ACCOUNTANCY
Tourism and Hospitality Management
Department

NAME : Canillo, Jona Mae Lovely A.

DATE : February 10, 2022
LESSON : SIGNIFICANCE OF QUALITY IN HOSPITALITY AND TOURISM
INSTRUCTOR : MR. PAOLO A. QUEROL

PERCEPTION/REACTION/

The discussion earlier was generally focused on how to satisfy customers and gain
their loyalty. As I've take from the lesson, happy customers are loyal customers. We
must not only provide excellent customer service, but also excellent products. One
should make an effort to stay on top of the latest trends in our industry, such as
providing personal assistance to customers or making special deals for loyal customers.
Also be sure you have everything on hand so when your customer needs you and your
service, everything’s available. There are instances that a customer who has to
consistently wait for you to fulfill your part may grow tired, no matter how devoted they
are. Let’s keep clients loyal by focusing on them at all times. Your guests must also
believe that they are getting a good deal for their money. Discounts, free candies or
snacks, free bottled water, gift cards, and other forms of value that can be provided at a
low cost in their stay. Guests don't always expect these advantages, but they're a solid
sign of customer pleasure when they do!

I was nervous before the class began. This isn't the first time this has happened;
it's been going on since our first class orientation! I'm not sure how to put it, but I do get
intimidated by our instructor. To be honest, he is kind, but since he is our chairman then
I bet that explains why. After listening to the discussion, I can only say that I have
gained a lot of knowledge without putting in a lot of work. Unlike math, I was able to
effortlessly process and comprehend the material. Perhaps it was because our teacher
was so thorough in his explanations. We may also freely express our thoughts in a
language that we are all familiar with, which helps us absorb the lesson more quickly. I
had fun listening, the fact that our instructor can deliver jokes amuses me, because I
actually felt he was way too strict, which is why we're all afraid. I was also sleepy
because I had been up all night completing my tasks prior to the exam. I don't want any
trouble.

As I previously stated, I am intimidated by our instructor, which makes it difficult

for me to participate in class. However, as the session progresses, I'm beginning to
breathe. Ever since I have mistakenly answered the question that was given to me, no,
it was literally not given, I’ve confidently volunteered yet ended up getting embarrassed
for confidently spitting out the wrong answer. I already accepted it, in case anyone
wanted to know. I actually feel better days after that embarrassing situation, as if it was
a way for me to be comfortable in the subject. I realized that I need to do better again
for the next meeting, as much as the quality of the hospitality and tourism industry. I
know I am not alone feeling this way– intimidated, that’s why I am hoping that each of
us can actively participate in the next meetings, this is all for the betterment of
ourselves. We don’t want tres, right? So, fighting!