Thesis

A Thesis entitled,
“The Amount of Basic Informations of HRM Students

at South-East Asia-ITT About Guest Accommodation;
Basis for the Future Guest’s Satisfaction.”
submitted to
the faculty of Senior High School Department
South-East Asia Institute of Trade and Technology
by
Abigail Labaday
Bennedict Castro
Edmar Tamayo
Jovani Anne Bantilan
of Hotel and Restaurant Management
In partial fullfillment of the requirements

for our Subject, "Practical Research II"
2018
South East Asia- Institute of Trade and Technology
Crownlink 1, Regalado Avenue, Greater Lagro, Quezon City
Hotel and Restaurant Manageent
RECOMMENDATION FOR ORAL EXAMINATION
In partial fulfillment of our requirements
for our subject Practical Research II entitled,
“The Amount of Basic Information of HRM Student
at South-East Asia Institute of Trade and Technology
About Guest Accommodation;
Basis for the Future Guest’s Satisfaction”
is hereby recommended for oral examination.
Constructed and Submitted by:
Abigail Labaday
Jovani Anne Bantilan
Edmar Tamayo
Bennedict Castro
ii
APPROVAL SHEET
This research paper entitled “The Amount of Basic Informations of HRM
Students at South-East Asia-ITT About Guest Accommodation; Basis for the Future
Guest’s Satisfaction.” was made and submitted by Abigail Labaday, Bennedict Castro,
Edmar Tamayo and Jovani Anne Bantilan in partial fulfillment of the requirements in
Practical Research II for the Hotel and Restaurant Management course has been
examined and approved by the examination comitees.
________________
Jun S. Foronda
Thesis Adviser
________________
Sherman Mendoza
Chairman
________________ ___________________ _________________

Adriane Dela Cruz Ciarra Allyssa Gutierrez Rafael Anacleto
Statistician Grammarian Social Acceptability
iii
CERTIFICATE OF ORIGINALITY
This is to certify that this research paper is our original work and made by the
researchers who conducted this study to their best knowledge and beliefs. We also
assure you that the papers attached here does not contain any material previously
published or written by another person nor material. We also identified all the sources
of the informations together with the citations. Besides, the names of the authors are in
bold. We also used a quotation marks in every quotations to identify which one are the
word of the researches and are italicized. Our name are listed below with our signatures.
___________________
Abigail Labaday
___________________
Bennedict Castro
____________________
Edmar Tamayo
____________________
Jovanni Anne Bantilan
iv
DEDICATION
Abigail Labaday “I dedicate this research to my mother and grandmother, love ones
and friends for giving us strength and helped us to understand this study and overcome
pressure while doing this thesis. For my groupmates who strive to finish this research
paper.”
Bennedict Castro “This work is exclusively dedicated for my family, friends,

classmates and to my groupmates who gave me a new happy memories together as we
make the research paper and helped me get over the pressure while doing this study.”
Edmar Tamayo “I dedicate this to our almighty God, Who guide and never leave us
in making this research, to my parent, school and every member of this group for
making this research possible.”
Anne Bantilan “I wholeheartedly dedicate this to my mother, who’s been the reason
why I keep on going in life even if life’s really sucks. She’s my strength that’s why I
overcome this challenge. To my friends, who keeps on supporting us, and especially to
my groupmates which led to fulfill this.”
v
ACKNOWLEDGEMENT
With boundless love and appreciation, we would like to thank the following
person who supported and helped us to make this research paper possible.
Our instructors, Mr. Jun S. Foronda and Ms. Thea B. Nang, who gave their time to
help us and guide us throughout the making of this study.
To the Panels; Sherman Mendonza, Rafael Anacleto, Ciarra Allyssa Gutierrez and
Adriane Dela Cruz, for giving their time as we defend our study. Also, for their
comments, critiquing and suggestions about our research paper.
Our friends and family who were always there to give their support and share their
knowledge in making a research paper for us to understand our study even more as we
finish this research paper. This research paper will not be possible unless they give us
the constant courage and strength to overcome the pressure as we do this study.
vi
ABSTRACT
“The Amount of Basic Information of HRM Students at South-East
Asia Institute of Trade and Technology About Guests’
Accommodation; Basis for the Future Guests’ Satisfaction”
CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
Introduction
In the beginning, there was a fire at the hearth, a warm meal and a roof over
one’s head. Thus begins the history of the hotel industry. People have been providing
hospitality for weary travelers since our ancestors inhabited the Earth about 100,000 to
200,000 years ago. Some year down the line, in the age of antiquity for those who seek
for rest and relaxation..
Research Paradigm
It shows the effectiveness of a good teaching of the HRM instructors to their
students that will be future employees in the hospitality industry.
Conceptual Framework
Conceptual Framework shows that the hotel industry’s main priority is to
provide the highest possible level of hospitality and good accommodation. To achieve
this, we need our HRM instructors to know the subject that they teaching and to be
organized for their students to gain more knowledge about hospitality industry.
vii
Theoretical Framework
This theory states that the more interesting products provide to customers, the
less regret emotions customer will feel in the process of buying, but the product benefits
cannot make customer satisfaction, only when the customer perceived profits reached
a certain level, the customer will be satisfied with the turn to buy.
Statement of the Problem
This study aims to know the amount of basic informations that the Grade 12
HRM students of South-East Asia ITT knows about the guests’ accommodation.
Hypothesis
The researcher’s main aim is to enhance the skills of the HRM students and let
them gain a lot of knowledge about the hotel industry by the help of their instructors in
terms of giving activities that will lead them to be a professional and successful
employee of hospitality industry. In the future, if the HRM students became an
employee and had a high level of services and good relationship with their guests, then
the hotel’s demand will increase and became popular.
Significance of the Study
This study will be benefited by the School since they will be aware about the
amount of information that their students have regarding the basic informations in terms
of guests’ accommodation. The students, because they will have a working knowledge
and can enhance their skills more. The future guests, that will be satisfied on the level
of performance of future employees. The future business owners, they will benefit when
the hotel became in demand and got a lot of feedback. The researchers, because they
viii
will gained knowledge through their experiences while doing a research. The future
researchers, this study will help them and can be use as reference for research paper.
Scope and Limitation
This study’s primarily for purpose of identifying the amount of basic
information that the HRM students of South-East Asia ITT have about the guests
accommodation.
CHAPTER 2
REVIEW OF RELATED LITERATURE AND STUDIES
Local Literature
According to Cornell, D.A. (2017), "Service quality is one of the main
ingredients for success in the hospitality industry.”
Lewis Grand Hotel Angeles City (2014) asserted that “Online reviews provide
us hotelier (Lewis Grand) with data that is significantly rich with guest satisfactions
and comments to help them improve their customer service transactions.”
Elbo, R. (2013) claimed that “Customer is king, no matter how trite it has
become as a corporate mantra. For one, customer satisfaction is imperative in total
quality management.”
As stated by Balagosa, J., “Mishandling of any hotel system can be disastrous
to your business.” If the hotel can't manage their services and accommodation to their
guests correctly, then it will cause great suffering or loss of business.
ix
MEC Networks Corporation (2017) declared that “If any industry typifies the
need for high standards of customer service, as well as 24×7 reliability, then it’s the
hotel sector.”
Foreign Literature
In accordance with Jana, A., Chandra, B. (2016), "In hospitality
industry obtaining customer satisfaction is considered to be the fundamental for growth
and expansion of the business.”
As specified by Musyoka, K. (2013), "Service quality and customer
satisfaction are key concepts that organizations must appreciate in order to remain
competitive in any business environment." Since, hospitality industry is all about
lodging, transportation and such, companies must focus on their services’ quality and
guests’ satisfaction to keep their business in demand and continue.
In the article of Shafiq, Y., Shafique, I., Din, M., Cheema, K. (2013), "Theory
tells us that if the customers are satisfied then the hotels are providing higher service
quality."
It was stated that Phd. Turgay Bucak Çanakkale Onsekiz Mart University
(2014), "Quality is defined as the collection of features based on the ability to meet the
determinate or possible requirements of a product or service.”
As sighted by Archakova, A. (2013), "To satisfy its customers, the company
should listen and accept their feedback and improve service and goods if it needed to
x
be so."
Local Studies
In the statement of Desamito, C.N., Jorge JR, J., Perez, M.R., Flordeliz, E.
(2013), “There is significant responsiveness and the service quality on assurance, and
there is a significant relationship between the service quality on responsiveness and the
service quality on empathy.”
In the study of Arafat, H. (2014), “Solid waste management is a key aspect of
the environmental management of establishments belonging to the hospitality sector.”
In the writings of Chan, E. S.W., Lam, D. (2013), “Safety and security are
important factors in guests’ selection of a hotel.”
The insights of Legrand, W., Sloan, P., Chen, J. (2013), “Present and future
hospitality executives need to know how sustainable management systems can be
integrated into their businesses while maintaining and hopefully improving the bottom
line.”
Perez, A., Manzano, A. (2016-2017) revealed that “The industry was not only
designed to give accommodation service but also to provide a place to eat where food
would be good or at least palatable--- and safe to eat.”
Foreign Studies
In reference with Bernazzani S. (2018), “Customer satisfaction is a
measurement used to quantify the degree to which a customer is happy with a product,
xi
service, or experience.”
The research of Poku, K., Zakari, M., Soali, A. (2013) shows that “Customer
loyalty can therefore be achieved in some cases by offering a quality product with a
firm guarantee or through free offers, coupons, low interest rates on financing, high
value trade-ins, extended warranties, rebates, and other rewards and incentive
programs.”
In the research paper of Mbuthia, S., Muthoni, C., Muchina, S. (2013),
“Quality concept can be viewed in various perspectives in order to fully appreciate the
role it plays in the many parts of business organization especially in the hotel industry.”
Abd-EL-Salam, E. Shawky, A.Y., El-Nahas T. (2013) confirmed that,
"Excellent service is a profit strategy because it results in more new customers, more
business with existing customers, fewer lost customers, more insulation from price
competition, and fewer mistakes requiring the re-performance of services.”
Base on the research of Elnaga, A., Imran, A. (2013), “Employee is a blood
stream of any business.”
CHAPTER 3
RESEARCH DESIGN AND METHODOLOGY
Research Methodology
Research methodology is a science of studying how research is to be carried
out. Essentially, the procedures by which researchers go about their work of describing,
xii
explaining and predicting phenomena are called research methodology. It is also
defined as the study of methods by which knowledge is gained.
Descriptive Research was the chosen method for this study by the researchers
Descriptive because the researcher will conduct a survey since the instrument that is
used for the study was a questionnaire made by the researchers which consists of 5
questions that has 5 sub-questions in each question. It was made in a Likert scale form,
consisting of 5 options: 5-Less Important 4-Somewhat Important 3-Neutral 2-Important
1-Very Important. In addition, Purposive Sampling Technique is used to conduct the
study.
Upon the approval of the conduct of the study, the researchers asked for the
approval from the academic head of their school. They personally conducted the survey
and distributed the questionnaires to the one hundred fifty (150) HRM students at
South-East Asia Institute of Trade and Technology S.Y. 2018-2019 and allowed them
to take their time in answering the questionnaire base on their knowledge about the
basic informations regarding the guest accommodation.
Research Design
The research design that we used in this study is a tabular. As it illustrates the
result of the survey that the researchers conducted. It aims to know the amount of basic
informations that the HRM students have in terms of guests’ accommodation and also
to help the school to improve their way of teaching so that their students will gain more
knowledge and to be well skilled employee in the future. Based on the result of the
survey, HRM students know the basic informations and how important it is in the
xiii
hospitality industry.
Statistical Treatment
Upon the retrieval of the instrument, the data was tallied, collated and analyzed
with the following statistical tools: Average Weighted Mean. This is used in
measuring the preference of the respondents as a whole in the use of research materials:
search engine or library database in terms of accessibility, quantity and quality of data.
The formula is shown below:
𝒇
𝝆= 𝑿 𝟏𝟎𝟎
𝒏
Where: 𝒇 𝒊𝒔 𝒕𝒉𝒆 𝒇𝒓𝒆𝒒𝒖𝒆𝒏𝒄𝒚
𝒏 𝒊𝒔 𝒕𝒉𝒆 𝒕𝒐𝒕𝒂𝒍 𝒏𝒖𝒎𝒃𝒆𝒓 𝒐𝒇 𝒕𝒉𝒆 𝒓𝒆𝒔𝒑𝒐𝒏𝒅𝒆𝒏𝒕𝒔
𝑿 𝒊𝒔 𝒕𝒉𝒆 𝒔𝒂𝒎𝒑𝒍𝒊𝒏𝒈 𝒕𝒆𝒄𝒉𝒏𝒊𝒒𝒖𝒆
Moreover, in arriving at a definite interpretation of the computed average weighted
mean on respondents preference in materials used in research:
MEAN RANGE INTERPRETATION
1.0 – 1.4 VERY IMPORTANT
1.5 – 2.4 IMPORTANT
2.5 – 3.4 NEUTRAL
3.5 – 4.4 SOMEWHAT IMPORTANT
4.5 – 5.0 LESS IMPORTANT
Table 1. Adopted Hypothetical Mean Range and Interpretation for Respondents

Research Material Preference
xiv
CHAPTER 4
PRESENTATION, ANALYSIS AND INTERPRETATION OF THE
DATA
CHARACTERISTICS OF RESPONDENTS
GENDER: Majority of the respondents are female with a frequency of 103 or that is
equivalent to 69% while the male respondents had a frequency of 47 or equivalent to
39% percent.
AGE: The age bracket of 16 to 18 years old garnered the highest frequency of 110 and
percentage of 73% followed by the age of 19 to 21 years old with the frequency of 34
and percentage of 23%. Lastly, the age bracket of 22 to 25 years old got a frequency of
6 with a percentage of 4%.
1. Characteristics of a Good Employee
On item number one (1), majority answered that it is very important for a good
employee to be well groomed with a frequency of 98, percentage of 65, total weighted
mean of 204, average weighted mean of 1.4% and an interpretation of important. On
item number two (2), majority of the respondents answered that it is very important that
a good employee should have a pleasing personality with a frequency of 90, percentage
of 60, total weighted mean of 269, average weighted mean of 1.8% and an interpretation
of important. On item number three (3) majority answered that it is very important that
a good employee is professional with a frequency of 56, percentage of 37, total
weighted mean of 243, average weighted mean of 1.6% and an interpretation of

xv
important. While on item number four (4), the respondents answered that it is very
important for a good employee that they are committed with a frequency of 78,
percentage of 52, total weighted mean of 289, average weighted mean of 1.9% and an
interpretation of important. For last item, which is the item number five (5), the majority
answered that it is very important for a good employee that they have a good
communication skills with a frequency of 100, percentage of 67, total weighted mean
of 274, average weighted mean of 1.8% and an interpretation of important.
2. Things to Consider to Ensure Guests’ Satisfaction
On item number one (1), majority answered that it is very important that the
employees are considering their courtesy to the guests to ensure their satisfaction with
the frequency of 76, percentage of 51%, total weight mean of 267, average weighted
mean of 1.8 and an interpretation of important. On item number two (2), majority of
the respondents answered that it is very important to consider the cleanliness of the
facilities of the hotels to ensure the satisfaction of the guests with a frequency of 93,
interpretation of important. On item number three (3) majority answered that it is very
important to consider the safety and security of the guests to ensure their satisfaction
with a frequency of 91, percentage of 61, total weighted mean of 268, average weighted
mean of 1.8% and an interpretation of important. For the item number four (4), the
respondents answered that it is very important for that the hotel is considering the high
quality of their services to ensure the satisfaction of the guest with a frequency of 79,
xvi
interpretation of important. And lastly, which is the item number five (5), the majority
answered that it is very important that the hotel is considering the ambience of the
facilities to ensure the satisfaction of the guest with a frequency of 91, percentage of
61, total weighted mean of 278, average weighted mean of 1.9% and an interpretation
of important.
3. Benefits of Having a Good Relationship with the Guests
On item number one (1), majority answered that the satisfaction of the guest is
very important and a benefit of having a good relationship with the guest. With the
frequency of 81, percentage of 54%, total weight mean of 275, average weighted mean
of 1.8 and an interpretation of important. On item number two (2), majority of the
respondents answered that it is very important to have the word of mouth of the guest
and it is a benefit of having a good relationship with the guests with a frequency of 76,
important to have the loyalty of the guests and it is a benefit of having a good
relationship with the guest. With a frequency of 80, percentage of 33, total weighted
mean of 289, average weighted mean of 1.9% and an interpretation of important. For
the item number four (4), the respondents answered that it is very important for that the
hotel one of the benefits of having a good relationship with the guests with a frequency
of 63, percentage of 42, total weighted mean of 270, average weighted mean of 1.8%
and an interpretation of important. And lastly, which is the item number five (5), the
majority answered that it is very important to have the hotel’s good reputation and it is
xvii
a benefit of having a good relationship with the guests with a frequency of 89,
interpretation of important.
4. Good Relationship with the Guests of the Receptionist, Housekeeper,
Security Guard, Custodian and Porter.
receptionist should have a good relationship with the guests with the frequency of 78,
percentage of 52%, total weight mean of 295, average weighted mean of 2 and an
interpretation of important. On item number two (2), majority of the respondents
answered that it is very important for the housekeepers to have a good relationship with
the guest with a frequency of 79, percentage of 53, total weighted mean of 295, average
weighted mean of 2% and an interpretation of important. On item number three (3)
majority answered that it is very that the security guard have a good relationship with
the guests with a frequency of 74, percentage of 49, total weighted mean of 308, average
weighted mean of 2% and an interpretation of important. For the item number four (4),
the respondents answered that it is very important for custodian to have a good
relationship with the guests with a frequency of 67, percentage of 45, total weighted
mean of 313, average weighted mean of 2% and an interpretation of important. Lastly,
in item number five (5), the majority answered that it is very important for the porter to
have a good relationship with the guests with a frequency of 67, percentage of 45, total
xvii
i
weighted mean of 315, average weighted mean of 2% and an interpretation of
important.
5. Guest Satisfaction About Their Needs, Expectation, Cleanliness of the
Facilities, Ambience of the facilities and High Quality Services.
On item number one (1), majority answered that it is very important to consider
and give all the needs of the guests for them to satisfy with the frequency of 75,
answered that it is very important to consider and do everything to meet the
expectations of the guests for them to satisfy with a frequency of 69, percentage of 46,
total weighted mean of 290, average weighted mean of 2% and an interpretation of
important. On item number three (3) majority answered that it is very to maintain the
cleanliness of the facilities in order to satisfy the guests with a frequency of 80,
percentage of 53, total weighted mean of 30284 average weighted mean of 1.9% and
an interpretation of important. For the item number four (4), the respondents answered
that it is very important to consider the ambience of the facilities to get the guests’
satisfaction with a frequency of 76, percentage of 51, total weighted mean of 287,
average weighted mean of 1.9% and an interpretation of important. Lastly, in item
number five (5), the majority answered that it is very important to give high quality
services to have the guests’ satisfaction with a frequency of 100, percentage of 67, total
important.
xix
CHAPTER 5
SUMMARY
The researchers in this study assessed the knowledge of HRM students in SEA
ITT about the guests’ satisfaction. Guests’ satisfaction is the cornerstone of the lodging
industry, as discussed in this study. It is the supreme thing to consider in this kind of
industry. Alternatively, guests’ satisfaction can be obtained if the hotel provides the
highest possible level of hospitality and good accommodation. To achieve it the HRM
instructors needs to know the subject that they are teaching and should be organized as
they discuss for their students to gain more knowledge about hospitality industry. In
addition, they can be also creative by giving activities that will practice their student’s
skills and give a lot of experiences to their students to be a professional and successful
employees in the hotel industry.
CONCLUSION
It takes a highest possible level of hospitality and good accommodation to earn
the guests’ satisfaction. This kind of level starts with the employees, business owners,
future employees and everyone that ensure that there is a smile in every guest’s face
during their visit. Let us take the full responsibility in this kind of industry to make our
community a better place.
RECOMMENDATIONS
1. HRM instructors must teach well, be organized on their lectures and give
activities that will enhance their student’s skills, confidence, and
professionalism.
2. The school can give activities, tours, workshops that will enhance the skills of
the students concerning the hostel industry and improve their confidence as well
as their fluency in English.
3. The HRM students must participate in every activity that the school or their
xx
instructors gave for them to gain knowledge and experiences as well as the
skills in the field of hospitality.
4. The school must provide a facilities for the HRM students with complete
equipments and tools so that they will be able to enhance their skill through
practical activities.
5. The student’s on the job trainings experience must be great and let them
experience different things that an employee of hotel industry do in the field of
hospitality.
xxi
TABLE OF CONTENTS
PAGE
RECOMMENDATION FOR THE ORAL EXAMINATION..…...…………….…... ii
APPROVAL SHEET.…………………………………...……………………….….. iii
CERTIFICATE OF ORIGINALITY.………...……….……………………….……..iv
DEDICATION..……………………..…………………………..……………...…..... v
ACKNOWLEGDEMENT.…...……….………………………………….......…..…. vi
ABSTRACT.…...……….…………………...……….……….……………… vii – xxi
CHAPTER 1
I. THE PROBLEM AND ITS BACKGROUND
Introduction ...……….…………………………………...……….……................... 2-3
Research Paradigm …………….....……….……………………………………..... 3-4
Conceptual Framework ...……….………..……………………………...………… 5-6
Theoretical Construct of the Study ...……….………………………………….….. 6-7
Statement of the Problem ...……….………………………………….........………. 7-8
Hypothesis ...……….…………………………………...……….…………………. 8-9
Significance of the Study ...……….………………………..….….……....……… 9-10
Scope and Limitations ...……….………………………….....…………...………… 10
Definition of Terms ...……….…………………………….………...……….………10
II. Review of Related Literature and Studies
Local Literature...……….…………………………………...………….…….…. 11-13
Foreign Literature...……….…………………………………...………..…….….13-14
Local Studies...……….…………………………………...……….……………..14-16
Foreign Studies...……….…………………………………...……….……......… 16-18
III. Research Design and Methodology
Research Methodology ...……….…………………………………...…………….... 19
Research Design ...……….…………………………………...……….………….19-20
Statistical Treatment ...……….…………………………………...……….…………20
IV. Presentation, Analysis and Interpretation ...……….………..…… 21-27
V. Summary, Conclusions and Recommendations ...……….………. 27-28
Bibliography ……………….....……….………………………………….... xxii - xxiv
Appendices ....……….…………………………………...….…...…...…… xxv-xxviii
Vicinity map …………………………………………………………………….…xxix
Actual photos of survey disctribution …………………………………….… xxx- xxxi
Actual photos of oral examination …………………………………….…xxxii - xxxiii
Curriculum Vitae …………………………………..………………….… xxxiv-xxxvii

TABLE OF FIGURES
Figure1. Research Paradigm ...……….…………………………………...…………. 4
Figure 2. Conceptual Framework ...……….…………………………………...….… 5
Figure 3. Theoretical Construct of the Study ...……….…………………………….. 6
Figure 4. Formula of Average Weighted Mean ……………………………………. 20

LIST OF TABLES
Table 1. Adopted Hypothetical Mean Range and Interpretation

for Respondents Research Material Preference ………..…………………..………..20
Chapter 4
Table 4.1 Characteristics of a Good Employee ……………………………………. 21
Table 4.2 Things to Consider to Ensure Guests’ Satisfaction …………………...… 22
Table 4.3 Benefits of Having a Good Relationship with the Guests …..………...… 24
Table 4.4. Good Relationship with the Guests of the Receptionist, Housekeeper,
Security Guard, Custodian and Porter ……………………………………………… 25
Table 4.5 Guest Satisfaction About Their Needs, Expectation, Cleanliness of the
Facilities, Ambience of the facilities and High Quality Services …………………... 26

CHAPTER 1
THE PROBLEM AND ITS BACKGROUND
This chapter presents the introduction as well as the research paradigm,

conceptual framework, theoretical construct of the study, statement of the problem,
hypothesis, significance of the study, scope and limitation together with the definition
of terms.
Introduction
In the beginning, there was a fire at the hearth, a warm meal and a roof over
one’s head. Thus begins the history of the hotel industry. People have been providing
hospitality for weary travelers since our ancestors inhabited the Earth about 100,000 to
200,000 years ago.
Some years down the line, in the age of antiquity, spas and bathhouses often
provided sleeping facilities and were popular attractions for those who seek for rest and
relaxation.
In medieval times, it was mostly cloisters and abbeys that provided travelers
with accommodation. It was during this period that more and more inns and
guesthouses were opened on popular trade routes to provide food and lodging for
travelling merchants and their horses.
These were not hotels as we know them today. Hotel chains such as the “Ritz”
only came into being hundreds of years later and were a manifestation of the growing
prosperity of developing industrial nations.
The hotel industry, which always strove to meet a changing society’s needs and
demands, has meanwhile developed into a highly complex branch of the economy.
Today, the hotel industry includes all categories of establishments from inexpensive
guesthouse to luxurious 5 star hotel. Hotel management strategies have had to adapt to
these developments and it could be said that these strategies have even entered the realm
2
of science. The demand for and the choice of subjects that can be studied such as hotel
or hospitality management show the increasing academisation of the hotel industry.
In addition, in the beginning of the Philippine’s Hospitality Industry, there was
war. And not just the big one, World War II - the battle of the Pacific that left Manila
in smoking ruins - but that was merely the opening act - a condition which set the stage
for the origin of the HRAP more than 60 years ago, according to Jose Cobarrubias, one
of the founders of the Hotel and Restaurant Association of the Philippines.
The Hotel and Restaurant Association of the Philippines was founded on
September 12, 1951 by executives from 10 of the leading hotels and restaurants in
Manila and nearby areas.
The Association's main goal was to upgrade the caliber of the local hospitality
industry by improving management, skills, personnel services, and overall standards
while keeping abreast of trends and developments abroad.
It begun only with a handful of hotels and restaurants as its founding members
since the hospitality industry during the post-war was not as dynamic as we know today.
Fine dining restaurants exist only in a few establishments and there were no casual
dining restaurants in the country except for family-run eateries.
Tourism was trifling other than foreign journalists engrossed in detailing
Manila’s wreckage and these few tourist still fall into prey of peddlers who would steal
guests from competing hotels.
In order to unravel the existing setbacks, HRAP instituted the “Meet-and-
Assist” service in all main ports of Manila – a service until these days exist in all hotels
in the country.
Research Paradigm
A research paradigm is an approach or a research model to conducting a
research that has been verified by the research community for long and that has been in
practice for hundreds of years. Most of the research paradigms emerge from one of the
3
two of the approaches to research that are positivist approach and interpretivism
approach. Every research uses one of the research paradigms to use as a guideline for
developing research methodology and to take on the research venture in a manner that
is most valid and appropriate.
Hardwork
Effectiveness and the Increase of Future
of the HRM Wllingness the Professional
Instructor Instructor's of the Knowledge Employee in
Way of HRM of HRM the Industry
Teaching Students to Students of Hospitality
Learn
Figure 1. The Research Paradigm
As what you saw in the figure 1 above, it shows the effectiveness of a good
teaching of the HRM instructors to their students that will be future employees in the
hospitality industry. You saw that every single thing can be the factors for the increase
of professional employees in the hotel industry. If the instructor has an effective way
of teaching and their students are willing to learn and hardworking, then the knowledge
of the HRM students increase and can be a professional employee in the hospitality
industry in the near future.
4
Conceptual Framework
A conceptual framework is an analytical tool with several variations and
contexts. It can be applied in different categories of work where an overall picture is
needed. It is used to make conceptual distinctions and organize ideas. Strong conceptual
frameworks capture something real and do this in a way that is easy to remember and
apply.
Input Process Output
Increase of
Organized Knowledge of
the Students
Way of
Teaching
Know their Increase of
Instructor Subject
Professional
Employees
in
Hospitality
Creativeness Activities Industry
Figure 2. The Conceptual Framework
The figure 2 above shows the conceptual framework of the study. In the hotel
industry, the main priority is to provide the highest possible level of hospitality and
good accommodation. To achieve this, HRM instructors must know the subject that
they are teaching and needs to be organized in their activities and lectures for their
students to gain more knowledge about hospitality industry. Also, they can be also
5
creative in giving activities that will practice their student’s experiences to be a

professional and successful employees in the hotel industry.
Theoretical Construct of the Study

It is the structure that can hold or support a theory of a research study. Also, it
introduces and describes the theory that explains why the research problem under study
exists.
Input Process Output
Method Feedback
Material
People Strategy Evaluation
Equipment
Process
Figure 3. The Theoretical Construct of the Study
The researchers adapted the theory of CHEN Jingdong and LIU Yidan. This
theory states that the more interesting products provide to customers, the less regret
emotions customer will feel in the process of buying, but the product benefits cannot
make customer satisfaction, only when the customer perceived profits reached a certain
level, the customer will be satisfied with the turn to buy.
In the hotel industry, the more interesting services and facilities the hotel give,
the less complains and decrease of the demand. Therefore, if the instructors of HRM
students teach well and give a lot of activities that enhance their student’s skills and
6
knowledge about their course plus the students strive to learn and practice their skills
then, that can lead them to be a professional employee in the hotel industry someday.
Statement of the Problem

It describes a problem or issue that needs to be solved in your thesis.
This study aims know the amount of basic informations that the Grade 12 HRM
students of South-East Asia ITT knows about the guests accommodation.
Particularly, it sought to answer the following questions:
1. What are the characteristics of a good employee like:
1.1 Receptionist;
1.2 Security Guard;
1.3 Custodians;
1.4 Porters; and
1.5 Housekeepers?
2. What are the things that you need to consider to ensure the satisfaction of the
guests in terms of their:
2.1 Needs;
2.2 Expectations;
2.3 Safety;
2.4 High Quality Services; and
2.5 Experience?
3. What are the benefits of having a good relationship with the guests for:
3.1 The hotel owner;
3.2 Employees;
3.3 Themselves;
3.4 Employers; and
3.5 Hotel Industry?
4. How important it is to have a good relationship with the guests for the:
4.1 Receptionists;
7
4.2 Custodians;
4.3 Porters;
4.4 Security Guards; and
4.5 Housekeepers?
5. How important it is to have the satisfaction of the guests regarding their:
5.1 Needs;
5.2 Expectations;
5.3 Cleanliness of the facilities;
5.4 Ambiance of the facilities; and a
5.5 High quality services?
Hypothesis
A hypothesis is a tentative statement about the relationship between two or more
variables. It is a specific, testable prediction about what you expect to happen in a study.
Fundamentally, if the instructors of the HRM students teach well and give
activities that will enhance their skills and let them gain a lot of knowledge about the
hotel industry, then they will be a professional and successful employee in the hotel
industry.
In addition, if the school give tours, programs or workshops and activities that
will give opportunities to their students to learn more and enhance their skills about the
hospitality, then it will be a great experience for them.
In the future, if the HRM students became an employee in the hotel industry and
had a high level of services and a good relationship with their guests, then the hotel’s
demand will increase and get a lot of recommendations. Their future guests will be
satisfied to the service, amenities, facilities and will have a memorable stay in this hotel.
The guests will also choose this hotel again and again for their stay whenever they have
a business trip or a vacation and recommend this hotel to the other people.
When the hotel’s demand increased, the hotel will be known as a good hotel
with a high quality of services, good amenities, facilities and can be featured in some
8
magazines or best hotels recommendations website. In addition, the hotel will also be
able to compete with other famous hotels and have a lot of branches nationwide. In that
case, this hotel will be chosen by the travelers, famous people and etc. for their stay or
vacation.
The hotel can also help our economy to grow in means of the unemployed will
have a work because there is a lot of career opportunities to grab. Besides, this study
can help the future HRM students in conducting their research by using this study as
their reference.
Significance of the Study

It includes how your research benefits or impacts others in part or whole. Also,
it discuss what people or groups of people might benefit from reading your research.
The findings of this study will redound to the benefits of the following;
To the School: The school will benefit the most since they will be aware about the
amount of knowledge that their students have regarding the basic informations in terms
of guest accommodations. Therefore, they could improve their instructor’s way of
teaching and add a lot of activities that can improve their HRM student’s skills and
knowledge.
To the Students: Students will have working knowledge about the guest
accommodation and can enhance their skills more by participating in the school’s
activities and discussions. In addition, they will have a lot of chance to be a professional
employee in the hotel industry
To the Future Guests: The future guests will be satisfied on the level of performance
of the future employees in guests’ accommodation and services and will have a nice
experience or memorable stay.
To the Future Business owners: The owner of the hotel will also benefit when the
hotel became in demand and got a lot of good feedback from their guests.
To the Researchers: Researchers will benefit the study through the experience in the
conduct of the research and for better understanding of the communities needs in
9
material for researches. This study will also help us uncover critical areas in the lodging
industry that many researchers are not able to explore.
To the Future Researchers: This study can be used as a reference for the future
researchers for their research paper. In addition, they can get ideas and knowledge from
this research paper.
Scope and Limitation

It is a restriction on an audit that is caused by the client, issues beyond the
control of the client, or other events that do not allow the auditor to complete all aspects
of his or her audit procedures.
This study is primarily for purpose of identifying the amount of basic
knowledge that the Grade 12 HRM students at South-East Asia ITT have about the
guests’ accommodation. There is a limited number of sample size which is 100 HRM
students that will be serve as our respondents.
Definition of terms
It is intended to assist you in understanding commonly used terms and concepts
when reading, interpreting, and evaluating scholarly research in the social sciences.
Academise - to reduce (a subject) to a rigid set of rules, principles, precepts, etc.
Ancestor - It refers to one from whom is descended and who is usually more remote in
the line of descent than a grandparent.
Hearth - It is the floor of a fireplace.
Ritz - used in reference to luxurious accommodation.
Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
In this chapter, the Local literature, Foreign literature, Local Studies and
Foreign studies are presented by the researchers. Each of it has five examples together
with its reference list.
10
Local literature
Local literature is an informative booklet or other means of information that
informs people about the local environment. Local Literature is important because it
enables students and adults alike to identify with local themes, languages, creeds,
settings, cultures, identities and lifestyles, as well as national issues and perspectives.
Local literature is vital to preserving our rich heritage. Sometimes, we underestimate
its importance in the history that is continually evolving here in Philippines. Our hope
is that literature will gain more traction as we evolve into a more gracious society.
According to Cornell, D.A. (2017), "Service quality is one of the main
ingredients for success in the hospitality industry.” The service quality can be measured
by the consumer’s satisfaction and in order to be successful in the market it is not
sufficient to attract new customers, managers must concentrate on retaining existing
customers implementing effective policies of customer satisfaction and loyalty. If there
is any place where customers are likely to be paying attention to the type of service they
receive, it is within the hospitality industry. In hotel industry customer satisfaction is
largely hooked upon quality of service. A management approach focused on customer
satisfaction can improve customer loyalty, thus increasing the positive image of the
hotel.
Lewis Grand Hotel Angeles City (2014) asserted that “Online reviews provide
us hotelier (Lewis Grand) with data that is significantly rich with guest satisfactions
and comments to help them improve their customer service transactions.” The feedback
and comments of the guests through online views helps the hotel to be more popular
11
and have a good reputation. Also, improve their services and accommodation. It also
helps them to attract more guests and gain trust from the future guests.
Elbo, R. (2013) claimed that “Customer is king, no matter how trite it has
become as a corporate mantra. For one, customer satisfaction is imperative in total
quality management.” The sentence, “Customer is always right” means that no matter
what attitude the guests has, they are always right and the hotel’s employee must always
provide their needs and satisfy them with their services.
As stated by Balagosa, J., “Mishandling of any hotel system can be disastrous
to your business.” If the hotel cannot manage their services and accommodation to their
guests correctly, then it will cause great suffering or loss of business. It may lead into
decrease of demand, income and have a bad reputation.
MEC Networks Corporation (2017) declared that “If any industry typifies the
need for high standards of customer service, as well as 24×7 reliability, then it’s the
hotel sector.” Giving a high-standard services to the customers is also giving their
expectation and satisfaction. A good example of hotel with a high quality of services
has a lot of guests that are satisfied and loyal to their services.
Foreign Literature
These are the materials printed in other countries with information related to the
current study and are found in books, professional journals, magazines, articles, and
other publication. It is to convey to the reader what knowledge and ideas have been
established on a topic, and what their strengths and weaknesses are.

12
In accordance with Jana, A., Chandra, B. (2016), "In hospitality industry
obtaining customer satisfaction is considered to be the fundamental for growth and
expansion of the business." It explains that in a hospitality industry as well as in the
hotel industry, satisfying the guests by giving their needs and their expectations with a
high quality service are the key to increase the demand and the recommendation of the
hotel for the development of the hotel.
As specified by Musyoka, K. (2013), "Service quality and customer
satisfaction are key concepts that organizations must appreciate in order to remain
competitive in any business environment." Since, hospitality industry is all about
lodging, transportation and such, companies must focus on their services’ quality and
guest’s satisfaction to keep their business in demand and continue.
In the article of Shafiq, Y., Shafique, I., Din, M., Cheema, K. (2013), "Theory
tells us that if the customers are satisfied then the hotels are providing higher service
quality." In the real life, most of the companies conduct a survey to know if their guests
are satisfied to the quality of their services or not. Also, by conducting a survey, they
will have an idea to know how they will improve and increase the level of their services
as well as its demand.
It was stated that Phd. Turgay Bucak Çanakkale Onsekiz Mart University
(2014), "Quality is defined as the collection of features based on the ability to meet the
determinate or possible requirements of a product or service.” Therefore, the hotel
must provide the needs of the guests in a high quality of services to achieve the
13
satisfaction of the guest and loyalty.
As sighted by Archakova, A. (2013), "To satisfy its customers, the company
should listen and accept their feedback and improve service and goods if it needed to
be so." By doing this, the company can enhance their employee's skills and the quality
of their services as well as their accommodation to get their guests' loyalty and
satisfaction.
Local Studies
These are studies or investigations already completed to which the present study
is related. They are usually unpublished materials such as manuscripts, theses and
dissertations conducted in the Philippines and other research publications.
In the statement of Desamito, C.N., Jorge JR, J., Perez, M.R., Flordeliz, E.
(2013), “There is significant responsiveness and the service quality on assurance, and
there is a significant relationship between the service quality on responsiveness and the
service quality on empathy.” In the lodging industry, the quality of the services and the
satisfaction of the guests are some of the primary factors that needs to be considered in
a hotel. Therefore, the hotel must consider the needs of the guest and their expectation
to satisfy them and give them a good experience in staying there.
In the study of Arafat, H. (2014), “Solid waste management is a key aspect of
the environmental management of establishments belonging to the hospitality sector.”
Satisfaction of the guests includes the entire experience of the guests in the hotel
including the aroma of the hotel, the amenities, the food presentation and the cleanliness
14
of the facilities. The ambiance of the hotel is one of the big factor for the satisfaction of
the guests. Because of that a hotel must choose the right place for their business.
In the writings of Chan, E. S.W., Lam, D. (2013), “Safety and security are
important factors in guests’ selection of a hotel.” Since the guests trusted and choose
the hotel for their stay, the hotel must provide not only a room to stay in but also and
their safety and security. The hotel should provide a non-poisonous food for the guests
and keep their hotel secured as well as their belongings while the guest are inside the
hotel.
The insights of Legrand, W., Sloan, P., Chen, J. (2013), “Present and future
hospitality executives need to know how sustainable management systems can be
integrated into their businesses while maintaining and hopefully improving the bottom
line.” In the lodging industry, proper management is one of the most important factor
to consider. Every organization needs to manage well. Your guests would not be
satisfied if you can't manage your hotel well. That's why proper management matters
for the satisfaction of the guests
Perez, A., Manzano, A. (2016-2017) revealed that “The industry was not only
designed to give accommodation service but also to provide a place to eat where food
would be good or at least palatable--- and safe to eat.” Nowadays, the hospitality
industry is much broader than most other industries. People, especially the travelers
need a place to stay in and take a rest. Since, the guests go to hotel to take a rest and
stay in, the hotel must provide foods and beverages for the guests so they have food to
15
eat during their stay. Therefore, the hotel must provide food that are delicious and safe
to eat.
Foreign Studies
Foreign studies are defined as studying cultural, political, economical, and other
aspects of different global societies. Thesis learning and understand the history,
languages, and government of these societies.
In reference with Bernazzani S. (2018), “Customer satisfaction is a
measurement used to quantify the degree to which a customer is happy with a product,
service, or experience.” She stated that the satisfaction of the guests is the cornerstone
of the hotels. The relevance of this citation to this study is to know the satisfaction of
the guests. The satisfaction of the guests is very important in the lodging industry. If
your guests are not satisfied in the services of the hotel, they will leave or they won't
come back again to stay in the hotel. Since the hotel’s goal is to increase the demand of
their business, they need to give their high quality service and serve them with a
pleasing personality.
The research of Poku, K., Zakari, M., Soali, A. (2013) shows that “Customer
loyalty can therefore be achieved in some cases by offering a quality product with a
firm guarantee or through free offers, coupons, low interest rates on financing, high
value trade-ins, extended warranties, rebates, and other rewards and incentive
programs.” The hotel wants to develop the guest’s loyalty to come again and to
persuade others to stay in this hotel. Since the guest is the main source of their income,
16
the loyalty of the guests is a big help to the lodging industry. Therefore, in order to
attract a lot of guests, the hotel must give some promos and a high level of service.
In the research paper of Mbuthia, S., Muthoni, C., Muchina, S. (2013),
“Quality concept can be viewed in various perspectives in order to fully appreciate the
role it plays in the many parts of business organization especially in the hotel industry.”
It explains that quality concept can be viewed in different kind of points of view to fully
understand its role in a business, especially in the hospitality industry because they need
a strong organization to increase the demand. Good and excellent service can attract
customers since they are the one who consume the resources and services. By giving
them a satisfying service, you will assure that many customers will choose your
company. And, by having a lot of guests and their loyalty, the hotel’s demand and
income will also get higher.
Abd-EL-Salam, E. Shawky, A.Y., El-Nahas T. (2013) confirmed that,
"Excellent service is a profit strategy because it results in more new customers, more
business with existing customers, fewer lost customers, more insulation from price
competition, and fewer mistakes requiring the re-performance of services.” Since
guests are like hotels that has a good services, excellent services is the key to achieve
it. By doing this, you can get the loyalty and word of the mouth of the guests. This will
end up having new guests, and fewer bad feedbacks. Because of it, the hotel’s income
and demand will increase.
Base on the research of Elnaga, A., Imran, A. (2013), “Employee is a blood
17
stream of any business.” Employees are the second foundation of the lodging industry.
If there are no employees, the company will not run in its normal ways. In addition, the
hotel must also take a good care of their employees. Since the employees are the one
who accommodate the guest, they should be professional in order to satisfy the guests
in their performance and have a memorable experience in the hotel. Fundamentally, the
employees are the one who communicate with the guests since they take a reservation
until time they check out. If the employees does not have a pleasing personality, then
the hotel will not have any guests. Therefore, the hotel will not have any income too.
CHAPTER 3
RESEARCH DESIGN AND METHODOLOGY
In this chapter, researchers discussed the research methodology, research

design, research instrument, validation of instrument, data gathering, statistical
treatment and average weighted mean.
Research Methodology
Research methodology is a science of studying how research is to be carried
out. Essentially, the procedures by which researchers go about their work of describing,
explaining and predicting phenomena are called research methodology. It is also
defined as the study of methods by which knowledge is gained.
Descriptive Research was the chosen method for this study by the
researchers because the researcher conducted a survey which consists of 5 questions
that has 5 sub-questions in each question. It was made in a Likert scale form, consisting
of 5 options: 5-Less Important 4-Somewhat Important 3-Neutral 2-Important 1-Very
Important. In addition, Purposive Sampling Technique is used to conduct the study.
18
Upon the approval of the conduct of the study, the researchers asked for the
approval from the academic head of their school. Researchers personally conducted the
survey by visiting the HRM students in their classrooms, distributed the questionnaires
to the one hundred fifty (150) HRM students at South-East Asia Institute of Trade
Technology S.Y. 2018-2019 and allowed them to take their time in answering the
questionnaire based on their knowledge about the basic informations regarding the
guest accommodation.
Research Design
The research design that the researchers used in this study is a tabular. As it
illustrates the result of the survey that the researchers conducted. The questionnaire
aimed to know the amount of basic informations that the HRM students know in terms
of guests accommodation and also to help the school to have an idea on how will they
improve the skills and knowledge of the students for them to be a professional employee
in the future. Based on the result of the survey, HRM students know the basic
informations and how important it is in the hospitality industry.
Statistical Treatment
Upon the retrieval of the instrument, the data was tallied, collated and analyzed
with the following statistical tools: Average Weighted Mean. This is used in measuring
the preference of the respondents’ knowledge about the basic informations that the
HRM Students at South East Asia Institute of Trade and Technology know about
guests’ accommodation. The formula is shown below:
𝒇
𝝆 = 𝑿 𝟏𝟎𝟎
𝒏
Figure 4. Formula of Averagae Weighted Mean
Where: 𝒇 𝒊𝒔 𝒕𝒉𝒆 𝒇𝒓𝒆𝒒𝒖𝒆𝒏𝒄𝒚

𝒏 𝒊𝒔 𝒕𝒉𝒆 𝒕𝒐𝒕𝒂𝒍 𝒏𝒖𝒎𝒃𝒆𝒓 𝒐𝒇 𝒕𝒉𝒆 𝒓𝒆𝒔𝒑𝒐𝒏𝒅𝒆𝒏𝒕𝒔
19
Moreover, in arriving at a definite interpretation of the computed average

weighted mean on respondents preference in materials used in research:
MEAN RANGE INTERPRETATION
1.0 – 1.4 VERY IMPORTANT
1.5 – 2.4 IMPORTANT
2.5 – 3.4 NEUTRAL
3.5 – 4.4 SOMEWHAT IMPORTANT
4.5 – 5.0 LESS IMPORTANT
Table 1. Adopted Hypothetical Mean Range and Interpretation for Respondents
Research Material Preference
CHAPTER 4
PRESENTATION, ANALYSIS, AND INTERPRETATION OF THE

DATA
Introduction
This chapter includes the presentation, analysis and interpretation of data that
have been gathered from the questionnaires distributed to the respondents. This also
contains the presentation of data in tabular from along with their corresponding
interpretation
CHARACTERISTICS OF RESPONDENTS
GENDER: Majority of the respondents are female with a frequency of 103 or that is
equivalent to 69% while the male respondents had a frequency of 47 or equivalent to
31% percent.
AGE: The age bracket of 16 to 18 years old garnered the highest frequency of 110 and
percentage of 73% followed by the age of 19 to 21 years old with the frequency of 34
and percentage of 23%. Lastly, the age bracket of 22 to 25 years old got a frequency of
6 with a percentage of 4%.
20
TABLE 1
Characteristics of a Good Employee
(5) (4) (3) (2) (1) TW
1 AWM Interpretation
F P F P F P F P F P M
VERY
1.1 16 65% 9 6% 8 5% 19 13% 98 65% 204 1.4%
IMPORTANT
1.2 13 9% 7 5% 8 5% 31 21% 90 60% 269 1.8% IMPORTANT
1.3 11 7% 8 5% 11 7% 34 23% 56 37% 243 1.6% IMPORTANT
1.4 11 7% 10 7% 16 11% 34 27% 78 52% 289 1.9% IMPORTANT
1.5 17 11% 7 5% 9 6% 17 11% 100 67% 274 1.8% IMPORTANT
Table 4.1: Characteristics of a Good Employee
The table above shows the Frequency (F), Percentage (P), Total Weighted Mean
(TWM), Average Weighted Mean (AVM) of the answers of the respondents about the
Characteristics of a Good Employee as well as the Interpretations.
On item number one (1), majority answered that it is very important for a good
employee to be well groomed with a frequency of 98, percentage of 65, total weighted
mean of 204, average weighted mean of 1.4% and an interpretation of important. On
item number two (2), majority of the respondents answered that it is very important that
a good employee should have a pleasing personality with a frequency of 90, percentage
of 60, total weighted mean of 269, average weighted mean of 1.8% and an interpretation
of important. On item number three (3) majority answered that it is very important that
a good employee is professional with a frequency of 56, percentage of 37, total
important. While on item number four (4), the respondents answered that it is very
important for a good employee that they are committed with a frequency of 78,
interpretation of important. For last item, which is the item number five (5), the majority
answered that it is very important for a good employee that they have a good
communication skills with a frequency of 100, percentage of 67, total weighted mean
of 274, average weighted mean of 1.8% and an interpretation of important.
21
TABLE 2
Things to Consider to Ensure Guests’ Satisfaction
(5) (4) (3) (2) (1) TW
2 AWM Interpretation
F P F P F P F P F P P
2.1 12 8% 6 4% 15 10% 41 27% 76 51% 267 1.8% IMPORTANT

2.2 11 7% 12 8% 13 9% 22 15% 93 62% 279 1.9% IMPORTANT
2.3 11 7% 3 2% 17 11% 29 19% 91 61% 268 1.8% IMPORTANT
2.4 9 6% 12 8% 12 8% 38 25% 79 53% 284 1.9% IMPORTANT
2.5 10 7% 6 4% 17 11% 31 21% 91 61% 278 1.9% IMPORTANT
Table 4.2: Things to Consider to Ensure Guests’ Satisfaction
(TWM), Average Weighted Mean (AVM) of the answers of the respondents about the
Things to Ensure the Guests’ Satisfaction together with the Interpretations.
employees are considering their courtesy to the guests to ensure their satisfaction with
the frequency of 76, percentage of 51%, total weight mean of 267, average weighted
mean of 1.8 and an interpretation of important. On item number two (2), majority of
the respondents answered that it is very important to consider the cleanliness of the
facilities of the hotels to ensure the satisfaction of the guests with a frequency of 93,
important to consider the safety and security of the guests to ensure their satisfaction
with a frequency of 91, percentage of 61, total weighted mean of 268, average weighted
mean of 1.8% and an interpretation of important. For the item number four (4), the
respondents answered that it is very important for that the hotel is considering the high
quality of their services to ensure the satisfaction of the guest with a frequency of 79,
interpretation of important. And lastly, which is the item number five (5), the majority
answered that it is very important that the hotel is considering the ambience of the
22
facilities to ensure the satisfaction of the guest with a frequency of 91, percentage of
61, total weighted mean of 278, average weighted mean of 1.9% and an interpretation
of important.
TABLE 3
Benefits of Having a Good Relationship with the Guests
(5) (4) (3) (2) (1)

3 TWP AWM Interpretation
F P F P F P F P F P
3.1 7 5% 13 9% 9 14% 40 27% 81 54% 275 1.8% IMPORTANT

3.2 9 6% 8 5% 21 14% 36 24% 76 51% 288 1.9% IMPORTANT
3.3 11 7% 10 7% 16 11% 33 22% 80 33% 289 1.9% IMPORTANT
3.4 8 5% 10 7% 29 19% 40 27% 63 42% 270 1.8% IMPORTANT
3.5 12 8% 11 7% 7 5% 31 21% 89 59% 276 1.8% IMPORTANT
Table 4.3: Benefits of Having a Good Relationship with the Guests
(TWM), Average Weighted Mean (AVM) and Interpretations of the answers of the
respondents about the Benefits of Having a Good Relationship with the Guests.
On item number one (1), majority answered that the satisfaction of the guest is
very important and a benefit of having a good relationship with the guest. With the
frequency of 81, percentage of 54%, total weight mean of 275, average weighted mean
of 1.8 and an interpretation of important. On item number two (2), majority of the
respondents answered that it is very important to have the word of mouth of the guest
and it is a benefit of having a good relationship with the guests with a frequency of 76,
important to have the loyalty of the guests and it is a benefit of having a good
relationship with the guest. With a frequency of 80, percentage of 33, total weighted
mean of 289, average weighted mean of 1.9% and an interpretation of important. For
the item number four (4), the respondents answered that it is very important for that the
hotel one of the benefits of having a good relationship with the guests with a frequency
23
of 63, percentage of 42, total weighted mean of 270, average weighted mean of 1.8%
and an interpretation of important. And lastly, which is the item number five (5), the
majority answered that it is very important to have the hotel’s good reputation and it is
a benefit of having a good relationship with the guests with a frequency of 89,
interpretation of important.
TABLE 4
Good Relationship with the Guests of the Receptionist, Housekeeper,
Security Guard, Custodian and Porter.
(5) (4) (3) (2) (1)

F P F P F P F P F P
4.1 16 11% 7 5% 16 11% 33 22% 78 52% 295 2% IMPORTANT

4.2 12 8% 7 5% 24 16% 28 19% 79 53% 295 2% IMPORTANT
4.3 11 7% 12 8% 25 17% 28 19% 74 49% 308 2% IMPORTANT
4.4 8 5% 15 10% 26 17% 34 23% 67 45% 313 2% IMPORTANT
4.5 10 7% 15 10% 26 17% 34 23% 67 45% 315 2% IMPORTANT
Table 4.4: Good Relationship with the Guests of the Receptionist,

Housekeeper, Security Guard, Custodian and Porter
(TWM), Average Weighted Mean (AVM) with the Interpretations of the answers of the
respondents about the Good Relationship with the Guests of the Receptionist,
Housekeeper, Security Guard, Custodian and Porter.
receptionist should have a good relationship with the guests with the frequency
of 78, percentage of 52%, total weight mean of 295, average weighted mean of 2 and
an interpretation of important. On item number two (2), majority of the respondents
answered that it is very important for the housekeepers to have a good relationship with
the guest with a frequency of 79, percentage of 53, total weighted mean of 295, average
weighted mean of 2% and an interpretation of important. On item number three (3)
24
majority answered that it is very that the security guard have a good relationship with
the guests with a frequency of 74, percentage of 49, total weighted mean of 308, average
weighted mean of 2% and an interpretation of important. For the item number four (4),
the respondents answered that it is very important for custodian to have a good
relationship with the guests with a frequency of 67, percentage of 45, total weighted
mean of 313, average weighted mean of 2% and an interpretation of important. Lastly,
in item number five (5), the majority answered that it is very important for the porter to
have a good relationship with the guests with a frequency of 67, percentage of 45, total
weighted mean of 315, average weighted mean of 2% and an interpretation of
important.
TABLE 5
Guest Satisfaction About Their Needs, Expectation, Cleanliness of the Facilities,
Ambience of the facilities and High Quality Services.
(5) (4) (3) (2) (1)

F P F P F P F P F P
5.1 10 7% 10 7% 16 4% 39 26% 75 50% 291 2% IMPORTANT

5.2 6 4% 12 8% 19 3% 43 29% 69 46% 290 2% IMPORTANT
5.3 12 8% 8 5% 12 8% 38 25% 80 53% 284 1.9% IMPORTANT
5.4 10 7% 10 7% 17 11% 35 23% 76 51% 287 1.9% IMPORTANT
5.5 13 9% 6 4% 10 7% 21 14% 100 67% 261 1.7% IMPORTANT
Table 4.5: Guest Satisfaction About Their Needs, Expectation, Cleanliness

of the Facilities, Ambience of the facilities and High Quality Services
(TWM), Average Weighted Mean (AVM) with the Interpretations of the answers of the
respondents about the Guest Satisfaction About Their Needs, Expectation, Cleanliness
of the Facilities, Ambience of the facilities and High Quality Services.
On item number one (1), majority answered that it is very important to consider
and give all the needs of the guests for them to satisfy with the frequency of 75,
25

answered that it is very important to consider and do everything to meet the
expectations of the guests for them to satisfy with a frequency of 69, percentage of 46,
total weighted mean of 290, average weighted mean of 2% and an interpretation of
important. On item number three (3) majority answered that it is very to maintain the
cleanliness of the facilities in order to satisfy the guests with a frequency of 80,
percentage of 53, total weighted mean of 30284 average weighted mean of 1.9% and
an interpretation of important. For the item number four (4), the respondents answered
that it is very important to consider the ambience of the facilities to get the guests’
satisfaction with a frequency of 76, percentage of 51, total weighted mean of 287,
average weighted mean of 1.9% and an interpretation of important. Lastly, in item
number five (5), the majority answered that it is very important to give high quality
services to have the guests’ satisfaction with a frequency of 100, percentage of 67, total
weighted mean of 216, and average weighted mean of 1.7% and an interpretation of
important
CHAPTER 5
SUMMARY
The researchers in this study assessed the knowledge of HRM students in SEA
ITT about the guests’ satisfaction. Guests’ satisfaction is the cornerstone of the
lodging industry, as discussed in this study. It is the supreme thing to consider in this
kind of industry. Alternatively, guests’ satisfaction can be obtained if the hotel
provides the highest possible level of hospitality and good accommodation. To
achieve it the HRM instructors needs to know the subject that they are teaching and
should be organized as they discuss for their students to gain more knowledge about
hospitality industry. In addition, they can be also creative by giving activities that will
practice their student’s skills and give a lot of experiences to their students to be a
professional and successful employees in the hotel industry.
26
CONCLUSION
It takes a highest possible level of hospitality and good accommodation to earn
the guests’ satisfaction. This kind of level starts with the employees, business owners,
future employees and everyone that ensure that there is a smile in every guest’s face
during their visit. Let us take the full responsibility in this kind of industry to make
our community a better place.
RECOMMENDATIONS
1. HRM instructors must teach well, be organized on their lectures and give
activities that will enhance their student’s skills, confidence, and
professionalism.
2. The school can give activities, tours, workshops that will enhance the skills of
the students concerning the hostel industry and improve their confidence as
well as their fluency in English.
3. The HRM students must participate in every activity that the school or their
instructors gave for them to gain knowledge and experiences as well as the
skills in the field of hospitality.
4. The school must provide a facilities for the HRM students with complete
equipment and tools so that they will be able to enhance their skill through
practical activities.
5. The student’s on the job trainings experience must be great and let them
experience different things that an employee of hotel industry do in the field of
hospitality.
27
BIBLIOGRAPHY
Cornell, D. A. (2017), Guest Satisfaction Towards the Services of Staffs of
Fernandina 88 Suites Hotel, UNP Research Journal, Vol. 23,
http://journal.unp.edu.ph/index.php/unprj/article/view/26
Lewis Grand Hotel Angeles City (2014), Clark Angeles City Hotel- Rethinking
Guest Satisfaction, Angeles City News and Hotel Promotions, Page 1,
http://lewisgrand.com/clark-angeles-city-hotel-rethinking-guest-satisfaction/
Elbo R. (2013), Customer Satisfaction: An Elderly Customer is Always Right,
Manila Times, Page 1, http://www.pressreader.com/philippines/manila-
times/20130610/282329677492635
Balagosa J., (2014), Hotel Systems Can Affect Customer Satisfaction, A
Software Engineering Company, Page 1. http://jinisyssoftware.com/hotel-systems-can-
affect-customer-satisfaction/
MEC Networks Corporation, (2017) Richmonde Hotels Improve Productivity
and Customer Satisfaction with Network Upgrade, Page 10.
http://www.mec.ph/news/richmonde-hotels-improve-productivity-and-customer-
satisfaction-with-network-upgrade/
Jana, A., Chandra, B. (2016). Mediating Role of Customer Satisfaction in the
MidMarket Hotels: An Empirical Analysis. Indian Journal of Science and Technology,
9 (1). http://www.indjst.org/index.php/indjst/article/view/81973/66801
Musyoka, K. (2013). Service Quality and Library User Satisfaction Among
Universities in Kenya.
http://erepository.uonbi.ac.ke/bitstream/handle/11295/58907/Kithome_Service%20qu
ality%20and%20library%20user%20satisfaction%20among%20universities%20in%2
0Kenya.pdf?sequence=3&isAllowed=y
Shafiq, Y., Shafique, I., Din, M., Cheema, K. (2013). Impact of Service Quality
on Customer Satisfaction: A Study of Hotel Industry of Faisalabad, Pakistan. Journal
of Leadership & Organizational Studies. 2.
xxii
https://www.researchgate.net/publication/259183110_Impact_of_Service_Quality_on
_Customer_Satisfaction_A_Study_of_Hotel_Industry_of_Faisalabad_Pakistan
Phd. Turgay Bucak Çanakkale Onsekiz Mart University, School of Tourism and
Hotel Management, Terzioglu Campus ÇANAKKALE / TURKEY (2014), The Effect
of Service Quality on Customer Satisfaction: A Research on Hotel Businesses, Vol. 2
No. 1 http://www.ijern.com/journal/January-2014/38.pdf
Archakova, A. (2013), Service Quality and Customer Satisfaction. Case study:
Company X,
https://www.theseus.fi/bitstream/handle/10024/65503/Archakova_Asya.pdf
Desamito, C.N., Jorge JR, J., Perez, M.R., Flordeliz, E. (2013). Level of
Expectation and Satisfaction of Starbucks Customers in Balanga, Page 19.
http://www.letranbataan.edu.ph/Colegio/LBRO/books/linang.pdf#page=7
Arafat, H. (2014). Journal of Environmental Management, Volume 146, Pages
320-336. https://www.sciencedirect.com/science/article/pii/S0301479714003879
Chan, E. S.W., Lam, D. (2013). International Journal of Hospitality
Management: Safety and Security are Important Factors in Guests' Selection of a Hotel.
Volume 32, Pages 202-216. https://doi.org/10.1016/j.ijhm.2012.05.010
Legrand, W., Sloan, P., Chen, J. (2013). Sustainability in the Hospitality
Industry 2nd Ed. London: Routledge.
https://www.taylorfrancis.com/books/9781136298141
Perez, A., Manzano, A. (2016-2017), Food Safety and Sanitary Practices of
Selected Hotels in Batangas Province, Philippines: Basis of Proposed Enhancement
Measures. Vol. 5, No. 1 Page 111. http://www.apjmr.com/wp-
content/uploads/2017/01/APJMR-2017.5.1.14.pdf
Bernazzani, S. Originally (2018), Customer Satisfaction.
https://blog.hubspot.com/service/what-is-customer-satisfaction
Poku, K., Zakari, M., Soali, A. (2013), Impact of Service Quality on Customer
Loyalty in the Hotel Industry, Vol. 2 Issue. 2, Page 601.
http://www.irmbrjournal.com/papers/1374993379.pdf
xxiii
Mbuthia, S., Muthoni, C., Muchina, S. (2013), Hotel Service Quality:

Perceptions and Satisfaction Among Domestic guests in Kenya. Vol. 2, No.8 Page 23.
https://www.arabianjbmr.com/pdfs/OM_VOL_2_(8)/4.pdf
Abd-EL-Salam, E. Shawky, A.Y., El-Nahas T. (2013). The impact of corporate
image and reputation on service quality, customer satisfaction and customer loyalty:
testing the mediating role. Case analysis in an international service company. Vol.3 No.
2, Page 180. www.abrmr.com/myfile/best_track/best_track_48526.pdf
Elnaga, A., Imran, A. (2013), The Effect of Training on Employee Performance.
Vol.5, No.4, Page 137. http://pakacademicsearch.com/pdf-files/ech/517/137-
147%20Vol%205,%20No%204%20(2013).pdf
xxiv
APPENDICES
QUESTIONNAIRE
“The Amount of Basic Informations that the HRM Students at South-East Asia-
ITT Know About Guest Accommodation; Basis for the Future Guest’s
Satisfaction.”
Please fill in the blank for your answers.
Name (optional): ________________________________________________
Age: _________ Gender: _________
I. Please encircle the appropriate number that describe how important the
following given informations about guests accommodation to ensure guest’s
satisfaction base on your knowledge as a HRM student.
5- Less Important 4- Somewhat Important 3- Neutral
2- Important 1= Very Important
1. Characteristics of a good employee.
1.1 Well groomed 1 2 3 4 5
1.2 Pleasing personality 1 2 3 4 5
1.3 Professionalism 1 2 3 4 5
1.4 Committed 1 2 3 4 5
1.5 Good Communication Skills 1 2 3 4 5
2. Things to consider to ensure the guests’ satisfaction.
2.1 Courtesy to the guests 1 2 3 4 5
2.2 Cleanliness of the facilities 1 2 3 4 5
2.3 Safety and security of the guests 1 2 3 4 5
2.4 High quality services 1 2 3 4 5
2.5 Ambiance of the facilities 1 2 3 4 5
xxv
3. Benefits of having a good relationship with the guests.

3.1 Satisfaction of the guests 1 2 3 4 5
3.2 Word of mouth 1 2 3 4 5
3.3 Loyalty of the guests 1 2 3 4 5
3.4 Increase of demand 1 2 3 4 5
3.5 Hotel's good reputation 1 2 3 4 5
4. Good relationship with the guests of the following:
4.1 Receptionist; 1 2 3 4 5
4.2 Housekeeper; 1 2 3 4 5
4.3 Security Guard; 1 2 3 4 5
4.4 Custodian; and 1 2 3 4 5
4.5 Porter 1 2 3 4 5
5. Guest satisfaction about:
5.1 Their needs; 1 2 3 4 5
5.2 Expectation; 1 2 3 4 5
5.3 Cleanliness of the facilities; 1 2 3 4 5
5.4 Ambience of the facilities; and 1 2 3 4 5
5.5 High quality services. 1 2 3 4 5
Thank you so much for your cooperation!
Noted by:
_________________
Jun S. Foronda
Instructor
____________________
Respondent’s Signature
xxvi
October 10, 2018

Dr. Danilo Villena
Academic Head
SEA-ITT
Sir,
We are the Grade 12 students of Hotel and Restaurant Management at South
East Asia-Institute of Trade and Technology this school year, 2018-2019. We are
currently making our research paper for our subject, “Practical Research II” entitled,
“The Amount of Basic Informations of HRM Students at South-East Asia-ITT About
Guest Accommodation; Basis for the Future Guest’s Satisfaction”. Therefore, we
would like to ask for permission to let us conduct our survey to the HRM students of
South East Asia-ITT.
Thank you so much in your cooperation for this request.
Truly yours,
_____________
Abigail Labaday
Group Leader
Anne Bantilan
Bennedict Castro
Edmar Tamayo
Noted by:
____________
Jun S. Foronda
Instructor
xxvii
October 10, 2018

Grade 12 of SEA-ITT
HRM Student
Ma’am/Sir,
In partial fulfillment of our requirements for our subject, “Practical Research
II’, we, Grade 12 students of Hotel and Restaurant Management at South East Asia-
Institute of Trade and Technology would like to ask for your permission to let us
conduct a survey for our research paper entitled, “The Amount of Basic Informations
of HRM Students at South-East Asia-ITT About Guest Accommodation; Basis for the
Future Guest’s Satisfaction”.
Rest assured that the data we will gather will remain confidential data and to be
use for academic purpose only. Your approval to conduct this study will be greatly
appreciated. Thank you very much!
Truly yours,
_____________
Abigail Labaday
Group Leader
Anne Bantilan
Bennedict Castro
Edmar Tamayo
Noted by:
________________
Jun S. Foronda
Instructor
xxviii
VICINITY MAP
South East Asia

Institute of Trade
and Technology
xxix
ACTUAL PHOTOS OF SURVEY DISTRIBUTION
xxx
xxxi
ACTUAL PHOTOS OF ORAL EXAMINATION
xxxii
xxxiii
CURRICULUM VITAE
LABADAY, ABIGAIL CARPIO
2919 King Solomon St. Area C, Camarin Caloocan City |
09552179508
PERSONAL INFORMATION
AGE: 18 years Old

BIRTHDATE: March 14, 2000
CIVIL STATUS: Single
NATIONALITY: Filipino
RELIGION: Baptist
EDUCATION
TERTIARY
SOUTH EAST ASIA INSTITUTE OF TRADE AND TECHNOLOGY
2017-PRESENT
SECONDARY
CAMARIN HIGH SCHOOL 2013-2017
PRIMARY
CAMARIN D. ELEMENTARY SCHOOL 2007-2013
xxxiv
TAMAYO, EDMAR
222 Melchora Aquino Street Pag-asa Brgy. 178 Area D
Camarin, Caloocan City
09480124801
AGE: 20 years old

BIRTHDATE: February 25, 1998
RELIGION: Born Again
EDUCATION
TERTIARY
2017-PRESENT
SECONDARY
PRIMARY
xxxv
BANTILAN, JOVANI ANNE

2787 Bueno st. Area C, Camarin Caloocan
09952132092
AGE: 17 years old

BIRTHDATE: February 11, 2001
RELIGION: Catholic
EDUCATION
TERTIARY
2017-PRESENT
SECONDARY
PRIMARY
xxxvi
CASTRO, BENNEDICT
Baustista st. Maligaya park subd. Caloocan City
09563879723
AGE: 18 years old

BIRTHDATE: November 23, 1999
RELIGION: Catholic
EDUCATION
TERTIARY
2017-PRESENT
SECONDARY
MALIGAYA HIGH SCHOOL 2012-2017
PRIMARY
DAMONG MALIIT ELEMENTARY SCHOOL 2006-2012
xxxvii

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A Thesis entitled,

“The Amount of Basic Informations of HRM Students

Jovani Anne Bantilan

of Hotel and Restaurant Management

In partial fullfillment of the requirements

RECOMMENDATION FOR ORAL EXAMINATION

In partial fulfillment of our requirements

for our subject Practical Research II entitled,

“The Amount of Basic Information of HRM Student

at South-East Asia Institute of Trade and Technology

About Guest Accommodation;

Basis for the Future Guest’s Satisfaction”

is hereby recommended for oral examination.

Constructed and Submitted by:

Jovani Anne Bantilan

________________ ___________________ _________________

Bennedict Castro “This work is exclusively dedicated for my family, friends,

Asia Institute of Trade and Technology About Guests’

Accommodation; Basis for the Future Guests’ Satisfaction”

THE PROBLEM AND ITS BACKGROUND

for rest and relaxation..

It shows the effectiveness of a good teaching of the HRM instructors to their

students that will be future employees in the hospitality industry.

Conceptual Framework shows that the hotel industry’s main priority is to

Statement of the Problem

employee of hospitality industry. In the future, if the HRM students became an

the hotel’s demand will increase and became popular.

Significance of the Study

Scope and Limitation

This study’s primarily for purpose of identifying the amount of basic

REVIEW OF RELATED LITERATURE AND STUDIES

According to Cornell, D.A. (2017), "Service quality is one of the main

ingredients for success in the hospitality industry.”

and comments to help them improve their customer service transactions.”

become as a corporate mantra. For one, customer satisfaction is imperative in total

As stated by Balagosa, J., “Mishandling of any hotel system can be disastrous

guests correctly, then it will cause great suffering or loss of business.

In accordance with Jana, A., Chandra, B. (2016), "In hospitality

industry obtaining customer satisfaction is considered to be the fundamental for growth

and expansion of the business.”

As specified by Musyoka, K. (2013), "Service quality and customer

competitive in any business environment." Since, hospitality industry is all about

guests’ satisfaction to keep their business in demand and continue.

determinate or possible requirements of a product or service.”

As sighted by Archakova, A. (2013), "To satisfy its customers, the company

service quality on empathy.”

In the study of Arafat, H. (2014), “Solid waste management is a key aspect of

the environmental management of establishments belonging to the hospitality sector.”

important factors in guests’ selection of a hotel.”

hospitality executives need to know how sustainable management systems can be

would be good or at least palatable--- and safe to eat.”

In reference with Bernazzani S. (2018), “Customer satisfaction is a

In the research paper of Mbuthia, S., Muthoni, C., Muchina, S. (2013),

Abd-EL-Salam, E. Shawky, A.Y., El-Nahas T. (2013) confirmed that,

competition, and fewer mistakes requiring the re-performance of services.”

Base on the research of Elnaga, A., Imran, A. (2013), “Employee is a blood

stream of any business.”

RESEARCH DESIGN AND METHODOLOGY

Research methodology is a science of studying how research is to be carried

explaining and predicting phenomena are called research methodology. It is also

defined as the study of methods by which knowledge is gained.

basic informations regarding the guest accommodation.

The formula is shown below:

______ _ _________