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FINAL MANUSCRIPT01082024PART2 Clremen
FINAL MANUSCRIPT01082024PART2 Clremen
CHAPTER 1
Introduction
Hospitality is about serving the guests to provide them with a good feeling
of comfortability. The guests are treated with respect to provide the best services.
Today, the hotel industry is one of the fastest growing industries worldwide and
primarily dealing with a broad set of major challenges being experienced such as
The maintenance staff at resort and hotels provide an important task for
the functioning of the establishment. Each resort has a variety of jobs that need
to be done on a daily or regular basis in order for the resort to be in good working
order and look in the best condition possible for guests. Maintenance falls under
many different categories and while some of the housekeeping task include the
cleaning of the front desk and lobby areas, sometimes this duty fall onto the
maintenance staff as well. The staff who are under the maintenance personnel
are responsible for maintaining areas of the resort to which you are assigned,
their task will involve a certain area or to be limited to a specific task, but they are
more often than not to be required to offer your services in a variety of places
Bohol has to maintain its natural, majestic, and enchanting beauty. The services
rendered by the people behind maintenance personnel are one of the remarkable
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factors why tourists keep on coming and enjoying the alluring nature. Tourism-
related enterprises are sprouting all over areas that need to be regulated, as it is
of Panglao.
picture of the personnel’s challenges in terms of their job position, salary, co-
Theoretical Background
According to Herzberg, there are two types of factors that affect an individual's
things like salary, working conditions, and company policies, which, if absent or
when present, can lead to job satisfaction and motivation. Herzberg's theory
first (hygiene factors), and then they must be provided with opportunities for
growth) and those that are necessary to avoid dissatisfaction (such as fair
motivators.
jobs, which can help managers and leaders take appropriate actions to
the motivators.
striving for success and growth. To achieve this, it is essential to delve into
the realm of motivation and job satisfaction, guided by the profound principles
motivation.
interpersonal relations, salary, work conditions, and job security, are not
good job, you have to give them a good job to do." Organizations must
prioritize not only meeting hygiene factors to prevent dissatisfaction but also
Legal Basis
Labor Day of 1974 by President Ferdinand Marcos, in the exercise of his extant
legislative powers
The Labor Code contains several provisions which are beneficial to labor.
authorized causes as prescribed in Article 282 to 284 of the Code. From this,
LABOR ACT BOOK NO. IV- Health, Safety and Social Welfare Benefits
Tackles about the safety and Health standards that an employer must
(OSH) of the A LABOR code given the circumstances that physical problems or
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injuries caused by hazardous situation faced by employee while doing the task
contribute to employees’ challenges in doing the job properly in the near future.
previous research, this chapter examines the experience of the people behind
experience.
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company. They are responsible for inspecting all the offices and equipment daily.
and replacing supplies. They mop the floor, wipe windows and blinds, and
disinfect dirty areas. They also ensure that all employees go in and out of the
maintenance issues or emergencies. This can lead to fatigue and disrupt work-
can be challenging.
crucial for maintenance teams, especially in larger hotels with multiple buildings
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and impact overall guest satisfaction. Addressing these challenges often requires
recognizing the importance of the maintenance staff's role and providing them
with the necessary resources can contribute to overall job satisfaction and
performance.
The series of studies supports the idea of the researchers in the making of
the study.
the Employees of Selected Hotels in Batangas City, revealed that, social problem
not always given on time. Though most of the employees or personnel have
encountered problems, most of them are satisfied with the treatment of their
managers. Other findings revealed that, most of the customers are very
employees.
the Employees in Hospitality Industries in Pallocan” states that the most difficult
situation a hotel staff has to deal with is a demanding visitor. Customers that are
demanding and perhaps more bother than they are worth exist in every industry.
The main responsibility of customer service staff, especially in the hotel business,
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consideration and thanks as they are still a customer. Always appreciate the
demanding client for taking the time to bring anything to your notice and assure
her that you'll do all in your power to address the issue. As she speaks, pay close
attention and interject with questions to show her that you are paying attention
and are truly interested in what she has to say. Avoid putting on a fake smile. A
this area.
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LEGAL BASES
THEORIES AN ACT TO EXTEND
PROTECTION TO LABOR,
Herzberg’s Two Factor Theory
STRENGTHEN THE
CONSTITUTIONAL RIGHTS OF
WORKERS
INPUT
PROCESS
Data Gathering
o Thematic Analysis of Braun & Clarke (2006)
o Coding
Findings
Conclusion
OUTPUT
Proposed Recommendations
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THE PROBLEM
1.2 Salary
1.4 Co - worker
1.5 Communication
and challenges?
Selected Resort of Panglao. The coverage of this research is limited to the hotel
The researchers believe that the study would be beneficial for the
hospitality students of Cristal e-College. This research will benefit the various
sectors as follows:
way and motivate those who will soon be employed in the hotel sector.
Future Researchers. This study would help the future researchers better
RESEARCH METHODOLOGY
Research Design
This study used a qualitative design approach and utilized the descriptive
Research Environment
The study was carried out in the municipality of Panglao. Panglao Island is
a well-known tourist destination and pact with lots of resorts and hotels where
working in a 4 star and 5 star hotels around Panglao. The environment is very
Research Respondents
The researchers selected five resorts here in Panglao and these are the
Ramede Resort and Spa, South Palms each resort is composed of five
the convenient sampling method to avoid bias and gain an objective perception.
who are under repair workers. The researchers gave consent forms before
Research Instruments
interview to gather the necessary information needed. The interview is solely for
Research Procedure
Data Gathering
For credible and thorough facts gathering, the researchers first secured
permission from the Departmental Dean to ask for consent in conducting this
study. And then to the involved participants, who are the industry personnel, thru
a letter containing the cause of the look up and inquiring for approval to conduct
the study. The Departmental Dean will though approve the letter to respondents.
The qualitative data gathered from the interviews were transcribed and
encoded using a word document to tabulate and generate codes with their
emerging themes. Specifically, this study adapted the Six-Phase Approach to the
Figure (2) Illustrates the process of Thematic Analysis created by Braun &
Clarke (2006).
Step 3:
Step 1: Step 2:
Generating
Familiarization Coding
Themes
Before the data gathering process, the researchers obtain voluntary, informed
consent from participants before they can include them in a study. Participants
were provided with all necessary information about the research, including its
purpose, potential risks and benefits, and their rights as participants. They had
the resort to gather data and final interview were conducted following the safety
The researchers are taking the necessary steps to comply with Republic
Act No.10173, also known as the Data Privacy Act of 2012. Asking for
permission from participants and informing them about the recording of audio
and video during the interview demonstrates respect for their privacy and
ensures transparency in data collection. Handling the collected data with utmost
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care and ensuring that the participants identity or full name will not be disclosed
aligns with the principles of data privacy and confidentiality outlined in the act.
and ensure the integrity of the data collected By adhering to ethical guidelines
Challenges. These are the issues faced among the resort maintenance
personnel at work.
Resorts. These are the recreational places in Panglao, Bohol that include
maintenance personnel.
Salary. It refers the fix payment of rendered service of the resort maintenance
personnel.
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personnel.
CHAPTER II
Bohol. Analyzes, and interprets the data gathered from the interview obtained
finishes tasks on time and help each other to finish the task. In regards to
professionalism and work ethics, personnel handles job with professionalism and
In the data gathered as for insufficient salary, personnel thought the salary
is below minimum, personnel thought that the salary is not enough. According to
Recardo (2015), the laborers are paid to enable them to subsist and perpetuate
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‘subsistence wages. The basic assumption of this theory is that if workers are
paid wages more than subsistence level, workers’ number will increase and, as a
result wages will come down to the subsistence level. Some employees may face
employees and the personnel is fine with colleagues, personnel feel so good so
far with the colleagues, and also personnel manifest positive service attitude in
handling difficult guests and resolving the issues. In terms of facing varied
customers, for the time conscious the personnel are aware of duty of schedule
from good service efficiency, which will improve customer engagement and
linked to high service quality, which makes businesses more competitive in the
marketplace.
diverse opinions with colleagues with the given tasks, personnel often encounter
absent without leave, personnel also encounter with no proper designation, for
language barrier personnel encounters who don’t know how to speak in English
Job description
The researchers found that the challenges on the job position of the
solving and proactive approach to ensure seamless operation and comfort of the
guests, most of them are not respected with their position. Other respondents
also stated that they were contented on what job or position in the industry, they
have even they faced many challenges. They simply accept the reality that they
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have to take the job they have on present due to their financial situation. The
others also claimed that even though it is likewise special to them, they had
enjoyed what they are or what is their work on do it well despite the difficulties
ongoing training, and effective communication within the maintenance team and
with other department to ensure a positive and comfortable experience for the
guests.
outlines the purpose of the job, the task involved, the duties and responsibilities,
the performance objectives and the reporting relationships. It gives details of the
terms and conditions, including the remuneration package and hours of work, it is
also used in the recruitment process and provides the basis for developing
employee’s profile relating to his/ her job. Despite the fact that job description is
vital for efficient work performance in every organization, some research work
Salary
The challenges they faced about their salary were low wages, which that make
them difficult to afford their necessities in life, especially they are just working in
opportunities for advancement. Many contend with the perception that their roles
Service Attitude
their jobs well and they love what they are doing. However, sometimes even they
do their job well the higher position workers were not satisfied on their
performance. Others said that due to many tasks, sometimes they feel weary and
tired, and in that situation even how tired they are, they will keep working
because they were being paid. Maintenance personnel often grapple with
issues with the need for courteous and effective communication can be
and colleagues.
Co-worker
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The respondents shared that some of their coworker were friendly. They
communicate well, they share some joke that make them laugh to relieve
tiredness and dizziness. They cooperate and help each other. They also treat
their selves as a one family due to long work hours and spending more time with
each other. According to other respondents, toxicity is always there. There are
some workers who are bully and, in that case, they will confront it and calmly
inform that their actions was painful and improper. Other workers also were
unskilled or lazy but the coworkers also extend a hand on them, teach, and talk
their coworkers. Mostly a lot of harassment and sipping just keep waiting at work
Communication
hard to them. Not all workers know the languages of the guest they encounter.
Especially if there are foreign guest. They tried their best to make a good
conversation to their guest. Even their communication skills were not good they
can manage to let the guest understand them. They also enhance their
challenges
issue and challenges were when they are stressed on their workplace, they will
just relax their selves, take a deep breath to calm their mind. Others also said
that if they were pressured on a certain task, they would just focus on a one task
and do it seriously. If they also have problems, they also ask support to others
and think positive to solve the problem. One key aspect is the development of a
solution-oriented attitude.
maintenance personnel often work closely with colleagues to share insights and
Chapter III
SUMMARY OF FINDINGS
task.
2.) All the respondents have a different complain in terms of their salary;
dependable on how they handle such challenges that comes their way. In
department on the other hand answered they all work together to solve a
CONCLUSIONS
work
2. All of our respondents are satisfied with their salary and this is not considering
3.) Respondents have no specific way of coping or solving the challenges they
seamless operation of the facilities and enhancing the overall guest experience.
RECOMMENDATIONS
From the data gathered, the researchers have come up with the following
recommendations:
promptly.
teaches employees to cater guest in a polite and proper manner, this will help the
created by the establishments that will allow employees to come up with the best
option and
solution for a problem relating to customer service. This has specific instructions
plants and maintaining its condition. This training is essential for gardeners to
avoid and determine problems relating to plants and how to possibly solve such
their specific tasks in observance of applying what they have learned from the
training. To deeply evaluate their performance. Evaluation must last one month
towards the problem, application of learnings from the training and other minor
specifications.
4.) Furthermore, aside from the training application and evaluation the
REFERENCES
Managers
Overcome
State of the Hotel Industry Report (2019) Key Challenges Facing Hotel
The Fair Labor Standards Act FLSA (2016) employee refer to the federal Fair
Amy Dignon (2023) Five Biggest Challenges Facing the Hospitality Industry
From COVID-19 to the Cost of Living Crisis, the hospitality industry face
Dion (2006). Two-factor motivation theory has become one of the most
Braun & Clarke (2006). Qualitative research methods an integral part of the
Leticia M. Saucedo, Critical Race Theory and the Low-Wage Workplace: The
http://surl.li/oyjkm
To David Recardo (2015) the laborers are paid to enable them to subsist and
Gonzales (2007) asserted that the customer satisfaction is linked to high service
http://surl.li/bvrid
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CRISTAL e-COLLEGE
College of Business Administration
Km. 15, Central Highway, Tawala, Panglao
Philippines, 6340
Dear Respondents,
Greetings!
Respectfully yours,
CRISTAL e-COLLEGE
College of Business Administration
Km. 15, Central Highway, Tawala, Panglao
Philippines, 6340
Greetings!
We are hoping that this request may be granted and we are acknowledging in
advance, your generosity. Thank you, and God bless!
Respectfully yours,
Interview Question 1. How do you manage your responsibilities in your current job
position?
1 professionalism Time
I handle it with and work managemen
professionalism and right ethics. t
working ethics.
2 Ang una nakong gebuhat Awareness of
mao ang pag-ila sa akong responsibility
mga responsibilidad sa
trabaho og dayun anam anam
nga makat on niini. Kini aron
masiguro nga nahibal an
nako ang akong mga tahas
alang sa kompanya.
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distractions.
Interview Question 2. Do you face any challenges related to your salary, and if so, how
do you address them?
Responden Utterances Codes Themes General
t No. Idea
Interview Question 3. In your service attitude, Do you have any challenges in your job?
Responden Utterances Codes Themes General
36
t No. Idea
1 It is the overflowing pressure and pressure Good
the toxic working environment and the employee
toxic
environment
2 Dili, kay sakto sab ang akong Good Facing
mga kauban employee varied
customers
3 Good employee, reliable person, Good Time
easily deal with others. employee conscious
4 In terms of my attitude during at Time pressure
work, I always follow the time what conscious and the
given to me. toxic
environment
5 Nakasugat ko og lain-laing mga
hagit sa akong trabaho, sama sa
pisikal nga mga buluhaton,
pagkaladlad sa mapintas nga
kahimtang sa panahon, pag-
atubang sa mga peste ug mga
sakit, ug ang panginahanglan
alang sa padayon nga pagkat-on
ug pagpalambo sa kahanas aron
makasunod sa pinakabag-o nga
mga teknik ug uso sa
pagpananom.
6 Maintaining a positive service Positive
attitude is crucial and challenges service
involve handling difficult guests or attitude
resolving issues diplomatically.
7 Oo, kinahanglan ka nga Love of
mapailubon ug dili work
maghinamhinam nga tapuson
ang imong katungdanan. Pinaagi
sapaghigugma sa akong
trabaho.
8 Sa natad sa akong kinaiya sa Good
pagserbisyo, wala pa nako employee
nasinati ang labing daotan sa
akong mga kauban, tungod kay
ako usa ka maayong trabahante.
9 We are okay in our work and we Good
are enjoying together in our work employee
10 You must always be aware of your Time
schedule and the schedule you are conscious
on duty, you can’t always refuse
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Interview Question 4. Can you share the challenges you experienced with your co-
workers? Do disagreements arise in your work?
Respondent Utterances Codes Themes General
No. Idea
1 Ang mga kalainan Diverse Miscommunication
nga personalidad personalities
2 In my case, there is No proper Being in arguments
no proper designation
designation.
Whatever the case, I
see it as an
additional learning
experience, though
occasionally. I get
upset since it seems
like primary
obligations are
coming last.
3 Maduolan kaayo Good colleagues
nga tawo, buotan ug
tinuod.
4 To my co-workers, I Good colleagues
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Interview Question 5. What communication challenges arise when dealing with guests
most especially foreign national guests?
Respondent Utterances Codes Themes General
No. Idea
1 Kini ang dili pagsinabtanay ug sayop Lack of
nga pagkadungog sa impormasyon, vocabulary
kakulang sa bokabularyo ug dili
maayo nga kahanas sa
komunikasyon sa Ingles.
2 Language barrier is first. That maybe Language
the case, but because of the barrier
availability of technology, we ease that
challenge.
3 Sa bahin sa komunikasyon, Language
makaingon ko nga dili ko maayo sa barrier
English speaking pero naningkamot
ko sa akong pinakamaayo matag
higayon nga adunay guest nga
mangayo og tabang.
4 It is difficult, especially when I Language
encounter foreign national guests. barrier
Because I am not very good in English.
I can talk but not perfect. Because I
know, the grammar is wrong. As long
as they understand.
5 When interacting with foreign guests, Language
we face several communication barrier
challenges such as language barriers,
cultural differences, time zone
differences and accessibility problems.
6 Language barriers and cultural Language
differences can be communication barrier
challenges. Clear communication and
patience help overcome these issues
with foreign guests.
7 Language barrier, and if their using Language
their language instead of English. barrier
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with colleagues
Personnel manifests positive
service attitude in handling
difficult guests and resolving
issues
Facing varied customers Personnel entertains variety of
customers
Personnel assists irate
customers
Time conscious Personnel is aware of duty
schedule
Personnel follows the given
schedule
Table 1.4 Challenges in terms of Co-workers
CURRICLUM VITAE
PERSONAL INFORMATION
EDUCATIONAL BACKGROUND
Tertiary:
45
Cristal e-College
15km. Central Highway Tawala, Panglao, Bohol
Secondary:
Lourdes National High School
Lourdes, Panglao, Bohol
Elementary:Lourdes, Elementary School
Lourdes, Panglao, Bohol
PERSONAL INFORMATION
EDUCATIONAL BACKGROUND
Tertiary:
Cristal e-College 15km. Central Highway
Tawala, Panglao, Bohol
46
Secondary:
Tabalong, National High School
Tabalon, Dauis, Bohol
Elementary:
Bil-isan Elementary Schoo
Bil-isan, Panglao, Bohol
PERSONAL INFORMATION
EDUCATIONAL BACKGROUND
Tertiary:
Cristal e-College
15km. Central Highway Tawala Panglao, Bohol
Secondary:
47
PERSONAL INFORMATION
EDUCATIONAL BACKGROUND
Tertiary:
Cristal e-College
15km. Central Highway Tawala, Panglao, Bohol
Secondary:
48
PERSONAL INFORMATION
EDUCATIONAL BACKGROUND
Tertiary:
Cristal e-College
15km. Central HighwayTawala Panglao, Bohol
Secondary:
49