WAVES OF TRUTH IN THE OPERATIONS OF RESORTS DURING

COVID 19 PANDEMIC

A Thesis
Presented to the Faculty of
The Graduate School of
University of Cebu
Cebu City

In Partial Fulfillment of the

Requirements for the Degree
Master of Science in Hotel and
Restaurant Management

by

RAISIE MARY GALE P. OLIVO

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TABLE OF CONTENTS

Title Page --------------------------------------------------------------------------

1
Table of Contents ----------------------------------------------------------------
2
List of Figures -------------------------------------------------------------------- 4
Chapter Page
1 THE PROBLEM AND ITS SCOPE

INTRODUCTION ------------------------------------ 5

Rationale ----------------------------------------- 5

Theoretical Background ------------------------ 9

THE PROBLEM -------------------------------------- 25

Statement of the Problem ---------------------- 25

Significance of the Study ---------------------- 25

RESEARCH METHODOLOGY ------------------ 28

Research Design --------------------------------- 28

Research Environment ------------------------- 29

Research Informants ---------------------------- 40

Research Instrument ---------------------------- 40

Research Procedures ---------------------------- 40

Ethical Considerations ------------------ 41

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Trustworthiness of Research -----------

45

DEFINITION OF TERMS -------------------------- 49

2 PRESENTATION AND ANALYSIS OF DATA

Presentation of Data ------------------------------------ 50

Experiences of the Informants ------------------------

50

Mitigating Measures -----------------------------------

87

Analysis of Data ----------------------------------------

120

3 SUMMARY, FINDINGS, AND IMPLICATIONS

Summary ------------------------------------------------

136

Findings ------------------------------------------------- 136

Implications for Practice ------------------------------ 137

Implications for Future Studies ----------------------

138

REFERENCES ----------------------------------------------- 139

APPENDICES ------------------------------------------------ 143

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Appendix A: Transmittal Letter -------------- 143

Appendix B: Research Instrument ----------- 144

Appendix C: Location Map ------------------- 146

CURRICULUM VITAE ------------------------------------ 147

LIST OF FIGURES

Figure Page

1 Flow of the Study --------------------------------------------- 26

 CHAPTER 1
THE PROBLEM AND ITS SCOPE
INTRODUCTION

Rationale

The global communities woke up in December 2019 to an outbreak of

a disease named novel Coronavirus disease 2019. The disease was described

as an infectious disease that is caused by severe acute respiratory syndrome

coronavirus. The COVID-19 disease has spread to about 196 countries and

territories in every continent across the globe. Since then, there has been

concerted effort to curtail the further spread of the infection which is

believed to be transmitted by human-to-human (Mequanent Biwota, 2020).

Indeed, it is an unusual inexplicable occurrence in the 21 st century, with a

ragingly ravaging devastation impacting human lives, employment,

relationships, and even the economic status of numerous countries including

major business sectors such as Tourism and Hospitality industries.

Tourism was one of the fastest growing sectors in Asia before the

coronavirus disease (COVID-19) pandemic, sustained economic growth in

the country was made possible. Hence, this abrupt fall in tourist-arrival

demands due to COVID-19 has caused millions of job losses and economic
 6

hardships especially the micro, small, and medium-sized enterprises that had

catered to tourists or in related industries.

According to the United Nations World Tourism Organization

(UNWTO), Travel and tourism is among the most affected sectors with a

massive fall of international demand amid global travel restrictions

including many borders fully closed, to contain the virus. Moreover, as per

the UNWTO World Tourism Barometer, international tourist arrivals fell

by 72% in January-October 2020.

Even with today’s low transmission rate of the virus due to strict

containment, low travelers’ confidence and restrictions on travel still bring

plunges on the demand of tourist arrivals resulting to continuous economic

downturns. However, while demand for international travel remains

subdued, domestic tourism gladly continues to grow in several countries and

regions due to strong leadership and mitigating measures practiced by

business owners in cooperation with the national and local government. In

addition, the Department of Tourism (DOT) allows domestic travel acquired

by accredited tourism establishments and organizations since safe and

healthy practices are assured by the said organizations. Hence, the

Municipality of Tabuelan and its tourism businesses is one of these localities

 7

that was substantially affected by the COVID - 19 pandemic yet made

mitigations to push through and get back on business.

Cebu is known for many things: rich culture, amazing & friendly

people, vibrant feasts, irresistible local food, and beautiful attractions. But

more than anything else, one thing that usually first comes to mind when

Cebu is mentioned is the beaches. One of Cebu’s pride is the beaches and

resorts in the Municipality of Tabuelan, Cebu which is rich of white sands.

The Municipality of Tabuelan is one that offers few scenic beaches in

the province of Cebu, consequently, its major source of financial

contributions. Furthermore, when the COVID – 19 pandemic occurred, the

Municipality took its hardest combat affecting local employment and

economic insecurity. Nevertheless, novelty and development programs in

the municipality were gradually visible, local tourism never really did cease,

instead it was planned accordingly to adapt to the changes brought about by

the global pandemic. The local government unit in coordination with the

local tourism committees, looked for innovative and creative solutions and

mitigations that adhere to the new rules and restrictions and continuously

offer leisure and travelling activities in accordance with the health protocols

mandated by the Inter-Agency Task Force on the Management of Emerging

Infectious Diseases (IATF-EIMD).

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Because of the COVID-19 Pandemic effect, some resorts in Tabuelan

have to stop their business operations and other resorts need to reduce some

of their operations. With these business challenges, the researcher would like

to explore more on the challenges encountered by the business operators.

Moreover, the researcher would like to explore deeper, study this present

concern and discover positive practices initiated by the local government

unit in coordination with tourism business owners to regain its dignified

reputation and operate again for the local tourists.

By knowing these positive practices, it could possibly enlighten the

minds of the local government units and business owners to continuously

improve their services and help those related organizations who are having

trouble in getting back with business operations. Likewise, it would also be

beneficial to the employees and subordinates of an organization to

continuously offer their great performance in accordance with their duty or

task knowing that their leaders are doing also their best just to give them

what they truly need amid this pandemic.

Lastly, the researcher pushes to create an output that can be utilized

by leaders, managers and business owners as a guide in today’s unceasing

combat with the Coronavirus disease, both in the business operations and

leading their employees.

 9

Theoretical Background

This study is anchored on three theories mentioned and discussed in

this study, namely: Situational Leadership Theory of Dr. Paul Hershey and

Kenneth Blanchard, Fieler’s Contingency Model by Fred Fiedler and Path

Goal Theory by Robert House.

Situational Leadership theory of Dr. Paul Hershey and Kenneth

Blanchard pleaded that no single leadership style is better than the other.

Hence, instead of focusing on workplace factors, leaders must adjust their

styles in accordance with their members and their abilities. Thus, it can be

understood that leading people involves not only with task-related duties,

but also with relationship-relevant leadership approach.

Meier (2106) adds that Hersey and Blanchard’s situational leadership

theory (SLT) is one of the best-known theories in the field of managerial

leadership. In their model, a leader applies different leadership styles

according to a follower’s (an employee/subordinate’s) maturity level. If a

team leader has to introduce a freshman in his team, then S1 would be a

good starting point. When the new employee has gradually acquired new

skills and confidence, the leading style can change to S2 or further.

 10

Kaifi (2018) writes that by being able to learn more about situational

leaders, HR Managers can do a more effective job of recruiting the best

employees for their organizations. Theoretically, it is important to

understand how and why situational leadership propensities can be

enhanced. Practically, it is important for human resource managers to know

what factors to look for when hiring employees for certain types of jobs.

Situational leaders understand the importance of “adapting and overcoming”

when needed. In the workforce, each day is unique and leaders need to learn

the importance of using a situational leadership style. When faced with a

dilemma or situation, situational leaders are encouraged to use the RED

Analysis (i.e., recognizing the issue, evaluating the issue, and developing an

action plan) (Kaifi, 2013)

The theory of Fred Fiedler’s Contingency Model suggests that there is

no exclusive way to best lead a group and make decisions both for the

people and the organization. Furthermore, it believes that the best way to

lead is contingent on the particular and current circumstances. Briefly,

leadership must depend solely on the situation presently experienced by the

group.

Suharyanto & Lestari (2020) indicates that the phenomena on

COVID-19 pandemic crisis reinforce the relevance of The Contingency

 11

Theory of Leadership in handling various crises, that the most appropriate

leadership must be adapted to the situation that occurs, certain leadership

styles will only be successful in certain country situations, and whenever

applied to different nations whose circumstances are obviously

extraordinary, at that point the likelihood of disappointment will be

incredible. The literature from The Contingency Theory of Leadership has

been able to show the impact of this situation and enable researchers to

predict the possible effectiveness of certain leadership in certain situations

(Taormina, 2008 in Richard D Waters, 2013).

Bruin (2020) says that Fiedler looked at more situational elements in

order to determine the appropriate leadership style. Moreover, Fiedler

believed that people’s natural leadership styles are fixed and cannot be

changed (easily). The most effective way to handle the situation is to change

the leader itself based on certain situational factors or to change the situation

to suit the leader. The model can help assessing the appropriate leadership

style.

Lastly, it is further supported by the Path Goal Theory of Robert

House. The theory states that a leader’s behavior is contingent to the

satisfaction, motivation and performance of their employees. It suggested

that leaders will have to engage in different types of leadership behavior

 12

depending on the nature and the demands of a particular situation, have a

thorough understanding with the subordinates’ personal characteristics and

become familiarize with the task and group structures in order to influence

and motivate the subordinates and lead them to a path towards success.

Alanazi et al. (2013) states that the Path-goal theory is the common

theoretical evolution from contingency approach to the research of

leadership, this originated from the framework on the prediction of

motivation theory and are the main contributors to the recent theory

development. The essence of the theory is to explain that the behavior of the

leader affects the subordinate’ satisfaction, motivation and performance.

The theory proposed that the behavior of leaderships can be exercised in

different situations and times by the same leader. The fundamental

empirical researches conducted to test the path-goal theory have proposed a

necessity for the reformulation for the path-goal theories.

It explains that a chosen style of

leadership should
 13

be contingent in nature (EPM,

2019) – where there is a perfect
balance between behaviour,
need and context. Northouse
(2016) explains that the path-
goal theory basically focuses on
how leaders motivate their
followers to achieve set
objectives. It is built on the
expectancy
theory of motivation where
employees believe they would
be able to achieve a set target by
their employer; that they will be
rewarded when the target is
achieved; and that the reward is
 14

valuable. This follower

motivation by leaders is
achieved through defining goals,
clarifying
the path, removing obstacles and
providing support (Northouse,
2016). The path-goal theory
ensures that a leader selects a
leadership style which is based
on subordinate characteristics
and environmental factors; as
well as focus on motivation
factors.
Bans-Akutey (2021) reveals that Path-goal explains that a chosen

style of leadership shouldbe contingent in nature (EPM, 2019) – where there

is a perfect balance between behaviour, need and context. Northouse (2016)

explains that the path-goal theory basically focuses onhow leaders motivate

their followers to achieve set objectives. It is built on the expectancytheory

 15

of motivation where employees believe they would be able to achieve a set

target bytheir employer; that they will be rewarded when the target is

achieved; and that the reward isvaluable. This follower motivation by

leaders is achieved through defining goals, clarifyingthe path, removing

obstacles and providing support (Northouse, 2016). The path-goal

theoryensures that a leader selects a leadership style which is based on

subordinate characteristicsand environmental factors; as well as focus on

motivation factors.

Along these three theories are the related readings on literature and

studies that supports and strengthens the said study.

Like the rest of the globe, the COVID-19 pandemic has had a massive

negative impact on the entire Philippine economy and continues to wreak

havoc as it remains unchecked and threatens a second wave in other regions.

The Philippines’ nearly three-decade growth and recent stellar GDP growth

rates, which pre-COVID was expected to hit 7% per annum, would have

exceeded China’s and neared India’s. Due to the pandemic, it is certain that

the economy will shrink this year with estimates ranging from a 1.9%

contraction by the World Bank1 and up to 6.2% decline by the Asia

Investment and Infrastructure Bank (United Nations).

 16

The effects of COVID-19 Pandemic in numerous industries such as in

hospitality and tourism spread rapidly throughout the world. Many

businesses are greatly affected and some were shutdown. Business owners

and operators still find ways to deal with these challenges. Various

operations and strategies were executed and are still continuously looking

for better processes in sustaining and improving businesses.

Saavedra (2020) writes in Philippine News Agency that the ban on

travel due to the Covid-19 crisis affected the economy in Central and

Western Visayas. The National Economic Development Authority in

Western Visayas noted that the region could have earned around PHP19

billion from March 17 to April 30, 2020 when the supposed visit of about

875,000 tourists was halted due to the pandemic.

The increasing business encounters brought by COVID-19 Pandemic

effect urges the business people to find better solutions to continuously

operate their businesses. Bethune (2020) indicates that to cushion the impact

of coronavirus disease 2019 (Covid-19) threat to local tourism industry, the

province of Cebu will launch a program to spur local travel and bookings in

luxury hotels and establishments at extremely low rates.

 17

With these present challenges encountered by business onwers and

operators, a strong and positive leadership is a must. Leaders becomes

successful when practicing core elements of vision, strategy, operations, and

tactics, however, they can also become successful leaders when they practice

these with other core leadership attributes of gratitude, humility, and caring.

Furthermore, leadership should be seen as a gift, not an entitlement. They

may feel they have all the answers; however, they should be skilled at asking

the right questions, rather than holding themselves to the impossible task of

being all knowing. In addition, leaders demonstrate that they care about their

subordinates, and treat them as “human beings,” rather than as “human

doings” (Baker, 2014).

A good leader is someone who embraces and consistently

demonstrates a broad range of leadership attributes as a foundation for the

way in which they work to get a job done. They also understand that it is not

just about meeting a mandate or achieving a stated goal, but that it is equally

about the process of working with people and their interests to get there.

Importantly, they understand that the process of working with people

requires credibility, consistency, and sustainable buy-in. Furthermore, a

good leader understands the characteristics and attributes needed to be a

good leader, works to develop those attributes in themselves and those who
 18

report to them, and appreciates how consistency helps to define the working

culture of an organization (Plecas et al., n.d.).

Each leadership style is unique regarding their cooperation,

communication, motivation, objective setting and decision making. It is

critical for the leaders to bear in mind of potential side effects of role

ambiguity which is detrimental to the process of employees’ productivity

and effectiveness. Therefore, a clear understanding of employee needs and

clear picture of potential negative effects of role ambiguity and role conflict

can encourage leaders to take effective measures to create a better

organizational environment where employees can work upon their best

potential (Al-Malki & Juan, 2018). Thus, leaders need to transform working

environment into an inclusive place to work in and active and dynamic

processes through establishing the right leadership style according to the

nature, environment and employees of the business.

Leadership skills enable the leaders to lead their employees into the

correct direction, in accordance to the organization vision and mission.

When an organization’s leader leads the employees in the correct direction

and motivates them to continuously improve and innovate, the

organization’s performance will surely increase and be able to sustain the

organization in the current complex business environment. Hence, effective

 19

leadership is the main factor that brings change to the organization, if there

is no leadership in the organization there will be no chance at all (Atkinson

et al., n.d.)

As proposed by Kleinhans (2017), there is no one leadership style that

would be ideal in managing employees, instead a combination of leadership

styles is preferred depending on the circumstances. It may require one or a

combination of characteristics of the autocratic, participative,

transformational, laissez-faire, servant and/or the communicative leadership

style. With regards to leadership communication, it is important that there is

clear, open and frequent communication at all times between the employees

and leaders.

Effective leadership is essential in managing change and change is the

only method to sustain the organization in the current business environment.

Therefore, leadership can be a factor to motivate and encourage people to

continuously make change and push them to change. Effective leadership

skills can help leaders to gain the trust of employees, making other tasks

easier to operate because the employees trust their leaders. It also enables the

leaders to lead their employees into the correct direction, in accordance to

the organization vision and mission (Moo Jun Hao et al., 2015).
 20

Leadership styles such as charismatic and bureaucratic leadership are

good styles of leadership for short- term or small projects but as far as the

long- term and future prospects are considered, they are not beneficial as

they do not lead to employee development, and this does not bring out the

expected performances from the employees. However, the democratic

leadership, transformational leadership and autocratic leadership style have a

positive relationship with the organizational performance (Hasan et al.,

2018). Hence, there can truly be no specific and best leadership style, instead

it depends on various circumstances involve.

Leadership attributes are potent and absolute as far as leadership

contribution is concerned, for every leader has his own leadership

management and style. Leaders of schools and corporate environments alike

should embrace the dynamism of leadership, discover and hone their very

own attributory, participatory, and contributory proversified leadership skills

and use them appropriately to serve the best interest of the organization and

harness all possible means to replicate these skills to address the growing

challenges of 21st century leadership (Garcia & Acosta, 2017).

The better the leadership skills are, the better the work engagement of

employees. Thus, in order to improve work engagement of employees, the

administrators or leaders need to improve their skills in terms of planning,

 21

developing people, communication, motivating and appreciating people and

team building skills (Abun et al., 2018).

To succeed in a world of increased remote work, employees need to

know that they are the most valued company asset. This can be demonstrated

through the promise of avoiding layoffs and doing what they can do to

minimize financial hardship (Strack et al., n.d.). Hence, it is indeed essential

to effective leadership to be fully aware that there is no easy route through

this pandemic. Employees are expecting their leaders to be open without

ambiguity about the evolving nature of the crisis. In addition, leaders should

display fact-based communications, empathy, flexibility and adaptability,

humility, and active listening because amid this pandemic, leadership is the

only engine that still moves people to produce outstanding results

(Belhadjali & Abbasi, 2020).

Leaders become even more effective principals of organizations

during the heath crisis if they are empathetic, responsible, resilient,

transparent and supportive to their employees. Empathetic leaders

understand the concerns of their people, recognize their needs and sincere in

showing care. Responsible leaders take the lead, overlook situations and

discover opportunities. Resilient leaders can adapt to work pressures and

process these to become prospects for growth. Transparent leaders are good
 22

listeners and better communicators. Lastly, supportive leaders are

motivators who acknowledge the contribution of each member. With this

study, leaders may proactively improve their strategies in dealing with

financial, emotional and social implications caused by the COVID-19

pandemic (Endres, 2020).

Several studies and literature in both nationals and internationals are

also entrenched as it supports and anchors in this said study.

In the study of Huynh et al. (2021) entitled The COVID-19 Pandemic

and Its Impacts on Tourism Business in a Developing City: Insight from

Vietnam, the findings indicate that the majority of tourism businesses in the

examined case study seriously suffered from the pandemic, and very few

tourism-related enterprises were able to recover after the first wave of

infection. Unfortunately, the tourism business sectors were found to be on

the brink of bankruptcy or facing permanent shutdown after the third wave.

All tourism enterprises generally appeared to experience a sharp drop in the

number of customers, tourism revenue, service facilities and exploitation, as

well as employee downsizing, but the degree of downturn differed among

the examined enterprises. Among the tourism enterprises, travel agencies

and the accommodation sector were found to suffer the greatest economic

losses compared to other stakeholders. In general, the COVID-19

 23

pandemic’s impact on the tourism business in Vietnam is a big concern,

which may require a timely economic policy response and financial scheme

to better support local enterprises in coping with the challenges during post-

pandemic recover.

Aharon et al. (2021) states in their paper titled COVID-19,

government measures and hospitality industry performance, the study

explores the interplay between public measures adopted by the U.S.

government to combat COVID-19 and the performance of the American

hospitality industry. The recent global pandemic is a natural experiment for

exploring the role of government interventions and their direct impact on

hospitality stock returns in the U.S. financial market. Overall, our findings

show that most of the government interventions were associated with a

negative response in the returns of the hospitality industry, a response that

became more negative as the COVID-19 pandemic evolved. Similar patterns

were also detected for other industries such as entertainment and

transportation that are closely related to hospitality. The findings we

document are fundamental to understanding the trends and fluctuations in

hospitality stocks in the current crisis and any similar crisis in the future.

In the paper Reviving tourism industry post-COVID-19: A resilience-

based framework by Sharma et al. (2020), the COVID-19 pandemic struck

 24

the tourism industry severely. Based on the review of 35 papers that studied

the tourism industry in the wake of the pandemic, they propose a resilience-

based framework for reviving the global tourism industry post-COVID-19.

Their framework outlines four prominent factors for building resilience in

the industry: government response, technology innovation, local

belongingness, and consumer and employee confidence. They argue that

using such inclusive resilience; the tourism industry may transform into a

new global economic order characterized by sustainable tourism, society's

well-being, climate action, and the involvement of local communities.

Aburumman (2020) presents in his paper COVID-19 impact and

survival strategy in business tourism market: the example of the UAE MICE

industry, as of 2019, the total contribution of the tourism sector to the GDP

of the United Arab Emirates (UAE) equalled 11.5 per cent. More than 2.3

million visitors cited business as their main purpose of travel to Dubai in

2019, marking a two per cent increase compared to 2018. Thus, the UAE

MICE industry was among the global leaders before the COVID-19

pandemic occurred. Even though the consequences of COVID-19 have been

multiply analysed by many UAE researchers, its global and local impact on

the MICE industry, as well as the strategies for MICE companies’ survival,

are described insufficiently. The research revealed that under the conditions
 25

of harsh travel restrictions and closed borders, the UAE MICE industry is

faced with a sharp reduction of demand. Emirati Airlines, hotels, and other

tourism-related businesses have experienced significant material losses. In

particular, the drop in scheduled departure flights comprised 82%. The

multiplicative analysis performed in the course of the study identified the 5P

marketing strategy and an outsourcing method as an optimal solution for

MICE companies’ survival and recovery.

The OECD in 2020 mentions that the tourism economy has been

heavily hit by the coronavirus (COVID-19) pandemic, and measures

introduced to contain its spread. Depending on the duration of the crisis,

revised scenarios indicate that the potential shock could range between a 60-

80% decline in the international tourism economy in 2020. Beyond

immediate measures to support the tourism sector, countries are also shifting

to develop recovery measures. These include considerations on lifting travel

restrictions, restoring traveller confidence and rethinking the tourism sector

for the future.

Moreover, OECD discusses in OECD Policy Responses to Coronavirus

(COVID-19) titled The territorial impact of COVID-19: Managing the crisis

across levels of government, the regional and local impact of the COVID-19

crisis is highly heterogeneous, with significant implications for crisis

 26

management and policy responses. This paper takes an in-depth look at the

territorial impact of the COVID-19 crisis in its different dimensions: health,

economic, social and fiscal. It provides examples of responses by national

and subnational governments to help mitigate the territorial effects of the

crisis, and offers ten takeaways on managing COVID-19’s territorial impact.

Finally, the paper offers a forward-looking perspective to discuss the crisis’

implications for multi-level governance as well as points for policy-makers

to consider as they build more resilient regions.

In the light of the learning theories mentioned and discussed above as

well as the reviewed literature and findings of prior studies, it gears to help

and support the said study.

 THE PROBLEM

Statement of the Problem

This study aims to explore the experiences of resort operators

during the COVID-19 Pandemic in Tabuelan, Cebu.

This study answers the following questions:

1. What are the experiences of the informants during COVID-19

Pandemic in their resort operations?

2. What are the mitigating measures applied by the informants to

improve business operations during COVID-19 Pandemic in their

resorts?

Significance of the Study

The researcher believed that the findings of this study will be

beneficial to the following stakeholders:

Business Owners. They will be encouraged to operate their business

unceasingly even with this pandemic, in accordance with government

mandates as to healthy protocols. They will also be notified on the

effectiveness of their actions, mitigations as well as their decisions during

the pandemic.
 28

Resort Operators. It increases their awareness and adds body of

knowledge on the positive practices and various ways how to resolve present

issues related to COVID-19 Pandemic combatting its present challenges.

Resort Staff. The staff in resorts and hotels will be aware of these

strategies in resolving conflicts and business encounters. Also, it helps them

to be more competent and available-ready in dealing with guests and

customers.

Resort Employees. They will be encouraged to offer their best

performance with their duty or task, respectively. This study will lighten

their minds as to their contributions in the organization during this trying

time.

Leaders / Managers. They will be notified whether their practiced

leadership style in leading their people are effective. They will also be

informed on the effectiveness of their actions and mitigations in amid this

pandemic just to continuously operate the business.

Local Tourism Unit. It provides a compilation of strategies in

resolving relating to business encounters in COVID-19 Pandemic crisis.

 29

Community / General Public. It informs the people and the

community about the waves of truth brought by COVID-19 effect and it

also, enlighten them of how these business people migitate on the challenges

they’ve encountered.

Researchers. The researcher further understands the situations and

trials of the resorts and increases awareness and knowledge on possible

practices to be implemented.

Future researchers. The output of the study will serve as reference

in the future endeavors.

 RESEARCH METHODOLOGY

Research Design

This study utilized a descriptive qualitative method of research using a

researcher-made tool to assess the challenges of resorts in a municipality

amidst the COVID-19 pandemic. A descriptive qualitative method is used

when certain descriptions are desired that focuses on the attributes of what,

where, when, and why of an event or experience. Figure 1 shows the flow of

the study.

What are the Qualitative

experiences of the
resort operators method of
amidst the Covid-19
pandemic? research Proposed
Action Plan
What are the Gathering
informants
mitigating measures
of Data
to counter act the
effects of the Covid-
Treatment
19 pandemic in the
resort industry?
of the data.

Figure 1. Flow of Study

 31

Research Environment

This study will be conducted in the Municipality of Tabuelan, Cebu.

The Municipality of Tabuelan used to be a barangay of the Municipality

Tuburan, Cebu and was the largest Barangay of Tuburan at the time. In fact,

all of its constituent barangays were once barrio of then Barangay Tabuelan.

In 1953, Tabuelan was separated via a Philippine Law from its mother

Municipality of Tuburan, on the grounds that Barangay Tabuelan is far from

the administrative center of Tuburan and hence, the administration was not

able to properly maintain and address the needs of the people in that

barangay. Thus, being formally established as a full-fledged Municipality in

1953, makes Tabuelan, the newest and youngest municipality in Cebu

Island. Accordingly, this municipality is also a popular destination among

local and international guests because of its scenic and amazing beach

resorts.

Historically, the origin of its town’s name to two sources namely:

tabogok, a specie of the octopus family which was plentiful in the seashore

and in the vicinities of the Batawang River and to the term sa taboy lang

which means just across. A long time in the past, a flourishing trade was

established in the southern bank of the Batawang River and later became the
 32

business center for the migrants and traders many to whom came from the

adjoining towns of Borbon, Sogod, Catmon, and from other far – flung

places of the country enjoy the rich marine sources of Tabuelan.

The Municipality of Tabuelan is abundant with natural resources and

has numerous resorts and establishments. Some of their resorts are Durhan

White Beach Resort, Therrish Beach Resort, Costa Blanca Beach Resort,

Bethlehem de Paradise Resort, Yasuda White Sand Beach.

Durhan White Beach Resort

Durhan White Beach Resort is considered as Tabuelan’s “Little

Paradise” but the experience that awaits its guests is far from little. Durhan

White Beach Resort started as a little family business on the year 2004,

called “Durhan” because of the families “Duran” and “Hansen,” Duran

family as the owner, and Hansen as who helped with managing the resort.

As mentioned in its name, the resort’s well-maintained beachfront has a long

stretch of white sand that serves as their main attraction. It is not only

aesthetically pleasing but the sands are fine enough for a fun and

comfortable game of beach volleyball as well.

Most of the buildings that serves as the accommodation in Durhan

White Beach Resort look modern but inside is a rustic vibe from the various
 33

flora, bamboo and wood facades, and nipa hut cottages. And as guests stroll

around, they’ll notice benches lining the cemented paths with a seaside view

that will set up the mood for intimate moments with loved ones. It is also the

only resort in Tabuelan that has a chapel, the Sta. Cruz Chapel where

religious guests can practice their faith even away from home.

Durhan White Beach Resort has an assortment of air conditioned and

non-air-conditioned rooms that are well-equipped with necessities that make

the stay satisfying and comfortable. It also has cottages made of bamboo,

nipa, and other native materials for experiencing the cool sea breeze. There

are also non-air conditioned rest houses where big groups can stay and even

cook their own food.

Below are the following rates of Durhan White Beach Resort:

(Subject to change without prior notice)

For day use, weekdays:

₱200 per head with a 10% discount on all food and beverages
Free use of towels, tables and chairs and a complimentary soap and
shampoo
For day use, weekends:
₱440 per head with a Lunch Buffet at Durhan Restaurant
Free use of towels, tables and chairs and a complimentary soap and
shampoo
 34

Below are the available room accommodation types with its

corresponding rates:
Air Conditioned Rooms
A: ₱7,040 per night, good for 8 persons with breakfast
B: ₱5,720 per night, good for 6 persons with breakfast
C: ₱4,950 per night, good for 4 persons with breakfast
D: ₱3,080 per night, good for 3 persons with breakfast
E: ₱2,860 per night, good for 2 persons with breakfast
Non-air conditioned Rooms for groups
₱6,050 per night, good for 8 persons with breakfast

Guests can also take a special offer from the resort, or ask for a

quotation if they want such as a ROMANTIC DINNER BY THE BEACH.

Other activities are also available such as Kayaking, Swimming, Snorkeling,

Island Hopping, Sun bathing, Skimboarding and Jetski or Banana boat

riding.

Therrish Beach Resort

Therrish Beach Resort, is a basketball-themed resort, and it is

perfectly located in Maravilla, Tabuelan where a fine white beach is the

greatest pride where tourists can enjoy the sun, the sea and the pampering

and comfortable stay guests deserve.

 35

Therrish Beach Resort started as a 6-native rooms resort, started

operating on the year 2014 with 3 aircon native rooms and 3 non-aircon

native rooms, made up of antique Bayong and Tugas woods, with shared

comfort rooms and shower. It was named Therrish Beach Resort because the

owners have a daughter with Down Syndrome, Therrish. During 2019, the

owners decided to expand the business and built a three-storey modern

building, adding up 8 family rooms and 6 standard room. Furthermore, the

theme of Therrish Beach Resort is NBA-inspired since the male owner is a

training coach of the international basketball team, the Golden State

Warriors. In fact, the third floor of the building has a small museum

showcasing the awards received by the owner, as well as the pictures of him

with his trainees.

Therrish Beach Resort not only offers you a great stay to spend your

vacation but also a secure place to enjoy, having CCTV cameras installed all

over the resort. Aside from sun bathing and swimming at the beach, guests

can also opt for a dip in the pool where adults and kids can both enjoy! The

resort’s topmost priority is to provide quality services and new fond

memories to all their guests.

Below are the rates and other information which the guests may find

helpful.
 36

For day use:

Entrance fee:
₱100 per head, w/o pool use, beach access only
₱200 per head, pool & beach access
Table with canopy: ₱600-800 per day
Day time use: 8AM to 5PM daily
For overnight use:
NATIVE ROOMS
Non Air-conditioned Room
₱1,500 per night (good for 2)
Located upstairs, overlooking the ocean.
Air-conditioned Room
₱2,500 per night (good for 2)
Located downstairs, near the beach front.
FAMILY ROOMS
Airconditioned, good for 6 with free breakfast.
P6,500.00/Weekend Rate
P5,000.00/Weekday Rate
STANDARD ROOMS
Airconditioned, good for 3 with free breakfast.
P3,800.00/Weekend Rate
P2,500.00/Weekday Rate
NOTE:
Excess person: ₱200 w/ pool use; ₱100 w/o pool use.
 37

Shared Comfort Rooms and Shower

TENTS
Own Tent: ₱350 per tent, good for 2
Tent for rent: ₱500 per tent, good for 2
Pool access is not included.

OTHER FEES:
Corkage fee: ₱500 (all in)
Costa Blanca Beach Resort

Costa Blanca Beach Resort takes pride in marvelous sunset views on

their beachfront. They may even have the best view in Maravilla, Tabuelan

with the sun seemingly sinking right in front of the beach. This wonderful

natural phenomenon may even be observed at the exact entrance of the

resort. It may be a small resort, but the customized service and experience

can never be belittled.

Costa Blanca Beach Resort started as a bed and breakfast

accommodation in Maravilla, Tabuelan, Cebu on the year 2003 for the

purpose of investment. Owned by an Oversea Filipino Worker (OFW) based

in Australia, but a native of Tabuelan, it was then named Elsajess Costa

 38

Blanca Bed and Breakfast. Eventually, the owner decided to name it Costa

Blanca Beach Resort.

It is located just beside the public beach of Maravilla, also known as

the Maravillosa Beach Resort. It has eight (8) available rooms to cater guests

looking for an accommodation. Each room has free breakfast for two, and

guests can also request for food during lunch or dinner.

All rooms are airconditioned, that basically have all the amenities

needed by guests during their stay, such as own comfort rooms, mess kits,

refrigerator, coffee maker and towels. These offered rooms for

accommodation costs the same at P3,500.00. The resort allows pets, so most

guests are pet lovers. Likewise, it does not charge guests for an expensive

corkage fees, allowing guests to truly enjoy their stay, guests often gave the

resort a positive feedback that says “This is the true home away from home

experience.”

Bethlehem de Paradise Resort

Bethlehem de Paradise Resort is located in the Municipality of

Tabuelan, started the business on October 2019, and it is by far the most

popular choice for travelers. 3 hours away from the city center, the
 39

property's strategic location ensures that guests can quickly and easily reach

its destination, and it is also near other accessible must-see destinations.

Bethlehem de Paradise implies that the place is bound to be a bit

religious, and it is, indeed. There are big statues of Mother Mary and her son

Jesus, right behind the wall of front side and a personalized cave right and

protected by them. The resort’s lay out rings of sophistication and grace that

it become a warm-welcoming resort, most especially to guests with utmost

religious belief and affiliation.

At Bethlehem de Paradise Resort, the excellent service and superior

facilities make for an unforgettable stay. Facilities like 24-hour security,

daily housekeeping, private check in/check out, express check-in/check-out,

car park are readily available for the convenience of each guest.

The ambiance of Bethlehem de Paradise Resort is reflected in every

guestroom. Closet, cleaning products, towels, clothes rack, mirror, mess kits

are just some of the amenities that can be found in each room. And, whether

you're a fitness enthusiast or are just looking for a way to unwind after a

hard day, you will be entertained by its large recreational facility such as the

outdoor pool, where both the adults and the kids can enjoy. Discover an
 40

engaging blend of professional service and a wide array of features at

Bethlehem de Paradise Resort!

Below are the rates and other information which the guests may find

helpful.

For Day Use:

Entrance fee: ₱200 per adult / ₱150 per kid (8AM to 5PM only)

Cottage: ₱1,500 per day (Inclusive of entrance fees good for 6)

For Overnight Room Rates

Standard Room: ₱2,500 per night, good for 2

Family Room: ₱3,000 per night, good for 4

Barkada Room: ₱4,000 per night, good for 8 (Inclusive of

entrance fees)

NOTE:

200.00 is charged for each excess person

Check-in at 2PM / Check-out at 12NN the next day

 41

Yasuda White Sand Beach

Resting on one of the most beautiful white sand beaches in Northern

Cebu, Yasuda White Sand Beach is an ideal place for a perfect holiday.

Yasuda White Sand Beach had its grand opening on October 2014, starting

with a three airconditioned rooms and one native room made of a Bamboo

tree. Across the rooms is a square-like space where guests can also put up

tents and tables, near the beach front.

It was opened as an investment and a family business of the Oca

family, a well-known family in Maravilla, as they are rich and never had

issues with the community, instead they are open in helping the locals. This

family also started Bethlehem de Paradise Resort as an expansion of their

business. These two resorts are not adjacent with each other, but its only a

10-minute walk.

Set amid the lush tropical greenery of Maravilla, Tabuelan, it captures

the expansive untouched white sand beach, refreshing crystal clear waters

and breathtaking sunset view. You can definitely savour the beauty of

Maravilla Beach without forgoing modern standards and a multitude of

leisure activities!
 42

Below are the rates and other information which the guests may find

helpful.

• Non-Aircon room/ locked cottage is at 1,000.00 php good for 2,

without breakfast.
• Aircon rooms is at 2,500.00 php, good for 2, without breakfast.

NOTE:
200.00 is charged for each excess person
Check-in at 2PM / Check-out at 12NN the next day
Research Informants

The informants of this study will be the owners and managers of the

resorts specifically situated in the Municipality of Tabuelan. Five (5) chosen

resorts will be interviewed and answer the interview guide questions,

respectively. These research informants are from the 5 resort operators

Research Instrument

The research instrument that will be utilized to conduct this

descriptive qualitative study is the researcher-made interview guide. The

instrument will be used to gather the needed data from the selected

informants through a face-to-face interview.

The research instrument has two (2) open-ended questions. The first

question will know the different challenges of the resorts met amid this
 43

pandemic and the second question will know the mitigating measures

implemented by the resorts to counteract the effects of COVID-19 on their

businesses.

Research Procedures

The researcher will ask consent through a transmittal letter addressed

to the University President for the approval. After the approval, the

researcher will then discuss first with the respondents the purposed and aims

of the study before administering the undertaking.

The researcher will first ask permission from the research informants

regarding the interview in accordance with the study. The researcher will

then gather the data through a face-to-face interview with the various

research informants in the select business operators. After collection, the

data will then be coded and transcribed. Lastly, the responses will be

categorized and thematically analyzed.

Ethical considerations

The researcher adhering the Commission on Higher Educations

guidelines shall fully comply all the required procedures necessary for the

study.

Protection of Human Rights. The researcher respects the ethical

values, privacy and various individuals’ insights in the conduct of the study.
 44

The selected participants are hereby demonstrating with utmost respect and

positive approval to become part of the study that he or she may withdraw in

the research ongoing if proven against Philippine Human Rights.

Risks. There are only minimal risks in the conduct of study since

contributors are based on voluntary agreement and this comprises privacy of

all data.

Participants Status. An immediate consent to the informants will be

sent since the informants are from the Municipality of Tabuelan and since

adhering protocols are needed, utmost respect and proper guidelines and

clear instructions will be surely applied.

Benefits. The beneficiaries, stakeholders, affiliated schools and

Universities, public and private organizations, after reviewing, results of the

study may utilize for specific purposes.

Study Goals. The main purpose of this study is to explore the

experiences of resort operators during the COVID-19 Pandemic in Tabuelan,

Cebu.

Type of Data. The qualitative data for this research will be collected

through interview and analyzing selected texts.

 45

Procedures. This research endeavor will employ qualitative method.

Ethical considerations on the process will be properly adhered by seeking

and affixing the respondents’ consent form.

Participant’s Selection. Respondents will be randomly chosen based on

the criteria set by the researcher.

Justice. This is to maintain the equal opportunity and impartiality to be

provided to the respondents especially who will take part of the interview.

Beneficence. All the pertinent documents will be hereby presented to all

target stakeholders for this study will involve project collaboration and

partnership that is beneficial to the community.

Respect. This is to exercise and apply in the policy that every person

deserves to fully exercise the eligibility that in any transaction, he or she has

the right to revoke and that, they are given freewill.

Implied Consent. For the accomplishment of the enquiry, with utmost

respect and exhibition of “research purposes only,” the researcher hereby

permits and guarantees the following:

Nature of Commitment. The researcher must observe proper action

form, appropriate decorum, and follow the right process.

Participants. Chosen participants are met by the given criteria.

 46

Incentives. Respondents who are involved or who contributed to the

success of the research does accept any compensation, rewards, presents, or

any incentives.

Potential Benefits. This study aims to reveal the positive practices that

helps and improves the operations of the mentioned resorts.

Confidentiality Pledge. The researcher strictly adhered and projected

utmost confidentiality to all involved participants.

Voluntary Consent. Upon the completion of its study, all involved

parties are required to sign voluntary consent guaranteeing no coercion

presented prior to formal execution.

Right to Withdraw and Withhold Information. Participants has the

right to revoke or reject if found any probable issues that may result to

disadvantage.

Contact Information. The University of Cebu-Main Campus Board

will be contacted with the address Sanciangko St., Cebu City, 6000 Cebu

with contact number (032) 255 7777 and the researcher, Raisie Mary Gale P.

Olivo currently residing at Tabuelan, Cebu with his phone number

09062414394.
 47

Authorization to Access Private Information. No other means of

personal information needed except for age, gender, educational attainment,

tenure of employment and employment status.

Privacy and Confidentiality. The researcher emphasized that this study

does not invade the privacy of the individuals and no any information will

be collated that mainly only for education purposes.

Debriefing, Communication and Referrals. Each respondent is

appropriately designated with their assigned endeavors with proper

introduction and debriefing the process and procedures to attain mutual

understanding and collaboration.

Conflict of Interests. To abandon possible partiality, the researcher

may let look and paid for a third party to conduct the survey and collate for

evidences.

Collaborative Study Terms of Reference. The research study is for

the completion of Master of Science in Hotel and Restaurant Management

(MSHRM) and no other agencies, organizations, stakeholders, and/or

institutions are hereby part of the said study.

Trustworthiness of Research

Credibility
 48

Credibility refers to the face value of the research, or the study's

ability to capture what the research truly intended to explore, implying that

the findings are not merely the consequence of research design flaws,

misconceptions, or the effect of unknown factors (Elmusharaf, 2013). In

order to strengthen the credibility of the research, the researchers will devote

a significant amount of time to gathering information from the research

informants, with a comprehensive semi-structured interview being employed

to facilitate the data collection. Researchers will also seek verification of the

findings of the study from the research informants to ask whether they

capture their experiences.

Dependability

Dependability relates to the data's consistency over time (Pilot &

Beck, 2014). To guarantee the study’s dependability, the researchers will

meet one-on-one basis through offline talks and examine and review all

procedures involved in data analysis to ensure that no careless or

unintentional errors are made in conceptualizing the study, collecting data,

interpreting findings, or reporting outcomes. Researchers will also ask the

research informants follow-up questions in order to fill in any gaps or

explain any ambiguities.

 49

Confirmability

According to Statistics Solutions (2021), confirmability has to do with

the level of confidence that the research study's findings are based on the

participants' narratives and words rather than potential researcher biases. To

ensure that no touch of fabrication and falsification of data, the researchers

will keep records of raw data, field notes, transcripts, and recorded interview

sessions for systematizing, relating, and cross-referencing data. In order to

eliminate biases, researchers will engage in reflexivity, in which they

acknowledge and address their own effect and influence on the research.

Transferability

Transferability refers to the extent to which findings are transferable

to individuals in other contexts is distinct from other parts of research in that

readers

determine the applicability of findings to their own conditions (Polit &

Beck, 2014). The researcher will collect sufficient thorough descriptions of

data while providing precision and detail to allow the reader to make

judgements about transferability. This includes data on the research context,

the phenomena, interview procedures and predetermined questions, audit

trail, and literature review. Random sampling will also be applied to

 50

maximize the variety of specific information that may be gathered from and

about that context by deliberately selecting distinct informants.

Authenticity

It is the degree to which researchers accurately and totally depict a

variety of

distinct realities and realistically represent the experiences of participants

(Polit & Beck, 2012). The researchers ensure that no manipulation of data

will occur by archiving all of the raw data, field notes, transcripts, and

interview sessions that are conducted during the research. It will consist of

field notes, audio and video recordings, and other information related to the

investigation in order to know how the study was done, how conclusions

were reached, and to make the previously specified dependability and

confirmability assessments in order to provide the peer reviewer with

accurate information. Such data will be used to ensure that no data is

fabricated, which will be used in both peer debriefing and dependability

auditing
 DEFINITION OF TERMS

The terms in this study are operationally and conceptually defined for

better understanding of the readers.

Business operations. This refers to the operations of business used by

the business people and business operators in the resort such as marketing

strategies, order and inventory management and etc.

COVID-19 Pandemic. It refers to the crisis, issues, challenges

experienced by the people caused by COVID-19 disease.

Experiences of the Informants. These are the situations and

encounters of the informants in resorts.

Informants. Are the business operators in the select resorts in

Tabuelan, Cebu.

Migitating measures. These are the practices and actions taken by

the business people in resolving COVID-19 effect related-concerns.

Waves of Truth. This refers to the real challenges and problems

encountered by the business operators and staff in COVID-19 era.

 CHAPTER 2
PRESENTATION AND ANALYSIS OF DATA

Presentation of Data
This study targets to focus on selected informants in five resorts in

Tabuelan, Cebu. It is centered to explore on the challenges and experiences

of the informants in order to gain deeper understanding on the barriers,

problems and opportunities.

Below are the presentation of data entailing the informants’

experiences and migitating measures applied to improve the business

operations during the COVID-19 Pandemic.

Experiences of the Informants

Three informants Durhan White Beach Resort were interviewed and

provided their insights relating to business encounters.

Informant 1 provided a comprehensive sharing related to challenges

and experiences during COVID-19 Pandemic.

Actually, it’s my first time in handling events and sales. In my

experience was in the front office almost seven years, I was hired before in

Villa Buesta Hortle, in Golden Peak. Also, it’s my first time being in sales

and events. For the positive impact, actually I was hired last July, it was

lockdown here. Fortunately, the trainings has positive impact for me

 53

especially for the learnings because there are a lot of learning. They helped

me on promoting the resort. Right now, we only have Facebook page and

Instagram, so wala pami website. They taught me how to promote especially

in picture graphics. For the positive experience here, the people actually,

not only in the guest but also the employees.

(Actually, it’s my first time in handling events and sales. In my

experience was in the front office almost seven years, I was hired before in

Villa Buesta Hortle, in Golden Peak. Also, it’s my first time being in sales

and events. For the positive impact, actually I was hired last July, but it was

lockdown here. Fortunately, the trainings have positive impact for me

especially for the learnings because there are a lot of learning. They helped

me on promoting the resort. Right now, we only have Facebook page and

Instagram, but we still don’t have website. They taught me how to promote

especially in picture graphics. For the positive experience here, the people

actually, not only in the guest but also the employees.)

Murag mao akong gipangita ba, especially ug naa ka, actually naa

man juy mga bati, but ug diri ka, especially kaila ra nimo ang mga

kuan,mura ka ug feel at home ra sad ka, nya ang ako pong direct kay si sir

Carl, so kauban sad mi before sa Shangri La siya sad to’y nagmentor nako,

so murag in terms of promotion magkajive ming duha especially sa

 54

brainstorming, so we need a brainstorming regarding sa kung unsa ang

angay buhaton especially in sales, we always have three months nga

promotion nga kailangan, before na sya ioffer, we have na gyud mi nga

naka three months promotion for the next three months. So mao na sya, it

helps in my personal growth sad sya, sa kuan, in terms of ingun ana.

(I think this is what I am looking for especially if you are around,

actually, there are negative sides, but if you are here, especially if you know

the people around, it seems like you stay feel at home, and my co-director,

Carl, who was my co-workmate before in Shangri La, he was my mentor

before. So, in terms of promotion, we have this sense of jive especially in

brainstorming, so we need a brainstorming regarding on the things that we

need to do especially in sales, we always have three months of promotion to

do, before this will it offer, we already have prepared three months

promotion for the next three months. So because of that, it helps in my

personal growth in terms of that strategy.)

Actually before, when I was a student in CTU Tuburan, under pako ni

ma’am Olivo pud, basta naay mga events diri, kami man gytud ang mag

catering, layo pajud sya, as in layo pajud kayo ang kausaban no. Dili pajud

sya ing-ani kaprogressed, di pajud sya ing-ani kasikat sad kay sauna murag

nahug raman gud sya na wala pay nimanage nga from the hospitality
 55

industry so when sir Carl mao nay nag handle ani, nakita jud namo ba nga

sikat naman ang kuan. Kay ngano, number one man gud nga gipromote ni

sir Carl is ang Facebook page, kay mao man gyud na ang, not only the local

but kita man gyud tanan taw mostly nagsige na ug Facebook so makareach

ra ug bisag kinsa nga kliyente. Makita nasad ni sir Carl kung unsa ang

angay nga iusab like for example ang function dinha sa ibabaw, sa

restaurant, ang kanang sa ubos anha, amakan pana sya nga function sauna

but right now nindot na kaayo sya. Not only, but tanan gyud as in, tanang

services actually kay gipangdala man niya kay during the pandemic man

gud sa Cebu, is nastop sad ug work ang mga staff didtop. So from the Dusit

Thani, from the Shangri La gidala gyud niya diri ang uban niyang mga co-

workers niya diri.

(Actually before, when I was a student in CTU Tuburan, I was under

the class of Ma’am Olivo, if there are events here, we were assigned for

catering, it’s too far, as in it’s too far from the changes. It is not really the

same progress before, it is not really known before because from the past, it

is just like no one managed from the hospitality industry so when Sir Carl

handled, we saw how became it famous. But why? the number one that Sir

Carl focused in promotion is on Facebook page because that is commonly

accessed, not only the local but all of us mostly used Facebook so it can
 56

reach lots of clients. Sir Carl can see what are the things to change like for

example, the function hall above, the restaurant, below that is made up of

nipa plam leaves before, but now, it is beautiful. Not only that, everything,

all their services actually brought here because during the pandemic in Cebu,

operations have stopped and workers have to stop, too. So from the Dusit

Thani, to the Shangri La, he brought it and other co-workers here.)

Nindot nasad kay naa nasad silay experience in terms of services, and

then nakuan sad sya, munang nakakuan pud ba, number one man gud

especially diria, daghan baya’g resort, so daghan ug competitors, so

matingala ka ngano man gyud nga ang Durhans man jud ang balik-balikon.

So, diria we will not give for food and accommodation but we will give them

experience especially for the service kay lahi jud ang service kay ug mga

rooms lang ug food, pwede baya ta makacompare sa other nga restaurants

diba but sa service actually is lahi jud sya kung ihatag sa Durhans. Mao sad

na sya, and then number 2 sad is kuan sad, kay nakahatag sad mi ug

trabaho sa taga Tabuelan, sa mga taga Tuburan kay mao gyud na ang

target ni sir Carl nga we can help not only sa layo but ang sa duol sad nga

mga taga lugar.

(It is really nice that the workers have experience in terms of services,

and then they applied it. Number one, there are lots of resorts here, so it is
 57

expected to have many competitors, so we never expect that why people

always revisit here in Durhans. So here, we will not give for food and

accommodation but we will give them experience especially for the service

that is different. In terms of rooms and food, we can compare it to the other

restaurants but the services here actually different here in Durhans. Then

number 2 is, it creates jobs to the people in Tabuelan and for the people in

Tuburan, Sir Carl targets not only we can help in far areas but also, in

neighboring areas.

Oo mao na mostly pud among gihire taga diri-a run sad makatrabaho

sila. Every month, naa man mi TNL meeting, sowe will differentiate the

income last year and also this year, naa juy dako jud sya nga difference,

dako jud kaayo ug difference. So usahay, we do the targeting, especially

with the events mga ing-ana sad. Mga 60% jud, pandemic pana sya.

Makaingun sad mi, amazing jud kaayo nga despite sa pandemic ba.

Makaingun gud mi especially sa ug mapuno mi labaw na ug weekend,

mapuno gyud mi , makaana gyud mi nga “Magic gyud lagi ni no, kay mura

jug maamaze mi”.

(Yes, mostly, we hired workers who lives in Tabuelan so that they

could have jobs. Every month, we have TNL meeting, sowe will

differentiate the income last year and also this year, there is reallt a big
 58

difference, enormous difference. So sometimes, we do the targeting,

especially with the events and the like. Almost 60% eventhough it is

pandemic. Makaingun sad mi, amazing jud kaayo nga despite sa pandemic

ba. We can say especially it is full on the weekend, the bookings are full, we

can say that there is magic and it amazes us.)

Number one ana nila, muana man gyud na sila nga “layo man ang

durhans uy” so muingon dayon mi nga “Ah okay ma’am, so from terminal

to here, its only for five minutes nga drive, then ma’am naa sad mi Wifi diri,

so we have public wifi” nakafiber man mi karun actually bag-o ra sad na

giupgrade. Upgraded gyud na sya, gigastoan jud na sya kay kuan naman

given naman nga hinay atong signal diri sa mobile, so mubawii gyud ta sa

wifi. So mao na ang gibuhat sa mga owners, with the helkp of Mr. Carl, nga

gipush jud na niya nga maupgrade gyud, especially if naa mi mga events,

mga seminars kay mostly zoom, OO so mao gyud na gipush gyud na namo

nga kailangan mainstallan gyud. Mao mana ilang ganahan, nya daghan sad

mi ug gipang add , muingon mi nga naa mi additional nga water sports, kay

ang uban wala paman ana naa mi kayak, naa mi puddle board, naa mi jet

ski, so naa sad mi banana boat so mao sad na among ilkakuan ba,

ikapanghambog ngari sa Durhans nga wala pud na sa other nga resorts nga

kami pa ang naa ana karun.

 59

(The number one concern that people say, “Durhans is so far.” Then

we immediately said, “Ah, okay ma’am. So from terminal to here, it’s only

for five minutes to drive then ma’am, we also have wifi here, public wifi.

We purchase fiber now, actually we recently upgraded it. We upgraded it,

we spent for that since it is already given that the signal of mobile data here

is slow, so we have to invest for wifi-connection. So that is what the owners

did with the help of Mr. Carl to push to upgrade especially if there are events

for seminars since mostly is Zoom. Yes, so we need to push since it is

necessary to install. That is what they like, then we added lots of things, we

share that there will be additional water sports because others don’t have

that. We have kaya, we have puddle board, we have jet ski, so we also have

now banana boat so that is what we are proud for here in Durhans that other

resorts don’t have and we are the only one who offers that.)

Sa wala pay COVID 19, naay events but during sa katong nag

lockdown, daghag backout nga nahitabo. But right now, even though nga

naay pandemic, naa ra gyud gihapon mi’y events. Sometimes, in one day

magback to back events mi nga naa diri kay actually in the beach area kay

outdoor mana namo nga venue we have phase 4 – phase 1, phase 2, and

phase 3 and phase 4. We also have two functions nga naay dako, naa say

gamay. So amoang style ana especially sa events, magkuan mana, magbase

 60

sad na sya kay naa toy nahitabo sad namo diri nga naa mi sa phase 2 naa

sad mi events diri. So ing-ana ba, even though nga pandemic sya, the events

is still there gani gihapon. Dili man gani ing-ana kadaghan but dili jud mi

mazerohan, especially last November, I have 13 events.

(When there was no COVID-19, there are events but during

lockdown, lots of things happened. But right now, even though there’s

pandemic, we still have events. Sometimes, in one day, there are back to

back events that we have and actually in the beach area, it is our outdoor

venue for we have phase 4 – phase 1, phase 2, and phase 3 and phase 4. We

also have two functions wherein there is one big area and there’s small one,

too. So our style especially in events, if there is an event here then there

should have an event too in Phase 2. So just like that, even though that it is

pandemic, the events are still there. Not that much of having events but

never got zero event, especially last November, I have 13 events.)

Sila ang mianhi, so they’re just asking for inquiries then amo ra sad

silang gihatagan ug quotation. Especially sa mga governments,

magquotation man gyud na sila, so kuan ra sad mi, muhatag ra sad mi kung

unsa. Then naa mi nga additionals, ganahan ra sad sila diri pud kay ang

uban man gud, guest nasad sila diri, so nakaexperience nagyud. So sila sad
 61

mismo, especially in times of bidding, sila sad mismo ang makaprove ba nga

ay nindot jud ang Durhans. So muna sya, word of mouth nga advertisement.

(They went here, so they’re just asking for inquiries then we gave the

quotation especially for the governments, quotation is needed we will just

give. Then we have additionals, then they liked it here since some of them

were our guests here, so they already have experienced. So to them,

especially in times of bidding, they are the ones who can prove if Durhans is

really beautiful. So that’s it the advertisement of word of mouth.)

Last year, the Christmas tree lighting, daghan sad sya kay Saturday

man to and then also this coming December 11, we’re having a Christmas

tree lighting sad sya, so open pud sya. With the food, naay program na sya,

so daghan mig events ana. So naa sad mi mga promotions ana, especially

for dinner, naa sad mi wet canapés, buffet. Daghan ug pakulo. Mao nay

trabaho sa sales and marketing. Right now, naa naman koy bag-o nga staff,

siya nay naassigned task nako ana. Kay naa man sa akoa sa events man, so

nagdelegate nalang ko sa akong mga trabahuon. Sila gihapon (sa caption),

nya kuan ra na with sir Carl, siya ra ang mufinal check ana.

(Last year, the Christmas tree lighting, we have plenty of guests since

it was Saturday and then also this coming December 11, we’re having a

Christmas tree lighting again, so still open. With the food, there is a program
 62

too, so we have bunch of events. So we also have promotions on that,

especially for dinner, we also have wet canapés, buffet. We have lots of

surprises. That is the job in sales and marketing. Right now, there is a new

staff, that person was the assigned one on that. Since I have the event, so I

need to delegate the tasks. They will work with the captions and Sir Carl

will be the final one to decide.)

Nakuhaan ang mga employee, wala sya nagtaktak bale naminimal

ilang duty. Kay magdepende naman lang sa number of guests, kay naa may

time na lockdown sa cebu, so naa untay guests na coming here, nakuan sila,

naga duo refund nami or naga kuan, girebooking namo kay di naman sila

kasulod kay naa naman, tungod atong kuan nga dili na pwede makasud ba.

Gilockdown gyud, nya naa sad toy nahitabo nga one week mi nagclose ang

Durhans because sa pandemic gyud. So thankful lang, giopen na dayon to ni

Gwen nga pwede na. Gipaclose jud sya ug one week (even though naa na si

sir Carl) kay gilockdown naman gyud to nga kalit-kalit nga lockdown ba.

Mao to nga giclose gyud to ug one week, mao to pagkaingun na sa naghatag

na dayon ang municipality nga pwede na mi ang Durhan, nga pwede

muopen ug balik. Mao to nga nakaopen ra sad mi. Gipamaligya (ang mga

nakumpra na daan). Gibaligya sya sa mga kuan. Nya pagkahuman kay kalit

kalit man gyud na open ra sad dayon, nagkumpra nasad ug balik kay
 63

unsaon man nga pag ingun nga close gyud, automatic gibaligya man kaysa

sa mangalata labi na katong mga hinog na, mga gulay, mga foods, so

kailangan… Without pay gyud mi tanan ato, nya pagbalik na namo, mao to

nga balik nasad mi ato, so katung mga nangabook na namo kay ang uban

cancel man to tanan, kay kasabot ra sad among guests so tawag balik.

(The employees were slashed, I mean we did not remove them but

only minimal in duties. Since we depend on the number of guests and there

are times that there is a lockdown in Cebu, supposedly there were guests

coming but they were stranded, we gave refund or rebooing since they can

no longer enter since it is already in lockdown. It was lockdown. There is

also one time that Durhans was closed for one week because of pandemic.

So thankful still because Gwen opened it immediately. They closed it for

one week even thoug Sir Carl is already here since of that sudden lockdown.

So with that, they closed it for one week, and when the Municipality gave

instructions to operate, we immediately opened it. We sell the on-hand

goods then after, since it is automatically opened after, we decided to

purchase goods again and if we will not sell it, foods like mango, vegetables

will be surely be rotten. We are without pay at that tine, and when we go

back, those guests who booked were all cancelled and our guests also

understood on that.)
 64

Ang nakastress ato is ang refund, kay ang uban nga guests gusto jud

magparefund. So ang amoa nalang into positive, so among ingnun nga

“Ma’am basin ganahan ka irebook lang nato”. Uban kay rebook lang sila

kay kuan man mandatory from the municipality man, di sila kacontrol man,

so kasabot ra sad sila. Ang uban, narefundan gyud sila, wala gyud mi laing

choice. Wala gyud (nakuha nga service charge) kay mura man to sya ug

emergency gyud, di man to sala. So among gibuhat nalang ato sad, pagbalik

na ug open sa resort, naa mi mga booking, dili name atong down payment,

wala nami kay everytime magpareserve mi nganhi, 50% sa total pay. So

among gibuhat ato nga maoy pagbalik sa operations kay kung ilockdown

balik, magpabook sila, wala sa silay down payment. Mao to face to face

pud, same situation, kung muanhi sila makaincome mi, ug dili sila muanhi

aw wala sad mi income. Kay kuan man to, murag clotted man mi. So for the

whole August, mao to among gibuhat up to September nga murag niubos-

ubos nasad ang kuan pandemic, mao to nibalik nasad among 50% na down

payment. Especially karun nga naa nasay bag-o, but hopefully di ra sad

makuan, di lang ta maaffected ba.

(The stressful part is the refund since other guests would like to have

refund. So we will make into positive, so we will them, “Ma’am, do you like

to have a rebook?” Others agreed for rebook since it is a mandatory from the
 65

municipality so they can’t control, so they understood. The service charge

was not taken since it seems an emergency that not a fault. So what we did,

whe the resort opened it again, we have bookings and we no longer accept

down payment, we don’t have it anymore because every reservation, there is

a 50% of total pay. So what we did since operations went back, when they

booked, there is no downpayment. So with that, we have face to face, same

situation. If they come here, we could have income, if not, we don’t have an

income. Because at that time, we were like clotted. So for the whole of

August, we did it up to September which seems low and still in pandemic so

we decided to have the 50% downpayment especially if there is new, but

hopefully it will not be affected.)

Wala, actually July and August, wala mi events. Dako-dako pud…

Actually sometimes, mga empleyado sad. Kay ang uban di jud malikayan

no, but ang… Dili mureklamo, silay badlungon. But mao man to,

iconstructive nalang sya nga criticism nga it’s part of our job, ipasabot

nalang ni sir Carl, of course dili man sad ta malearn ug di ta istoryaan so

mao to nga siguro sa maapektuhan lang. But if you are an employee, kay

muagi man gyud ta ana nga istorya. So in a positive way lang, kay at least si

sir Carl kay di sya ingun nga mukasaba directly, di man gyud sya ing ana.

Sir Carl is always man gyud sya, nga,… yes exactly (very kind). Dili sya
 66

magfocus kung unsay sayop nimo but gitan aw niya kung unsay nahimo

nimo. He always gives second chances to all employees. But mao sad na, if

manubra nasad, naa jud nay sanction. Mao ra sad na sya, but so far karun,

murag control raman siya bastag in-ana.

(No, actually in July and August, we have no events. It’s bigger...

Actually sometimes, the employees, too. Because others which we cannot

control, but they do not complain, but has an attitude. But that’s it, we deal it

in a constructive criticism since it’s part of our job. Sir Carl let them

understand, of course we cannot learn if no one will talk to us, I think it

depends on who will they accept it. But if you are an employee, we

experience that. So, in a positive way because at least Sir Carl will not scold

directly, he is not like that. Sir Carl is always… yes exactly very kind. He

will not focus on the mistakes, but the things you’ve done. He always gives

second chances to all employees. But if is too much, there is a sanction.

That’s it but so far, we can control on that situation.)

Mao ra na sya, if ever naay restriction nga ingun ana, kuan there are

two options: mao to refund or rebooking. Mao to same ra, nya mao to ana

sad na ma’am do you follow health protocols, yes. That’s why, giapply sad

mi sa DOT ba na katong safe travel certification nya everytime magpost mi,

safe to travel… So mao sad na, everytime sa posting namo, naa sad na sila.
 67

Sa government sad, kay mas kuti man ang government, especially with

eventsm, iapil gyud na namo tanan nga we’re following the protocols kay

number one man gyud na nila nga concern. So mao pud na nga everytime

naay bidding kay daug sad mi ana pirme sa diri. Especially sa government.

Oo nianhi gyud to sila diri to sila (the DOT). Exactly (safe). Also, we are

pushing our staff here with the vaccination, nagpush jud mi nga kailangan

vaccinated ang mga employees. All of our staffs here kay vaccinated nagyud

na sila. So out of kung 100% kay mga 80% guro sa population kay sa

Durhans kay vaccinated na. Accept walk-in as long as safe tanan. Naa’y

walk-in (during the pandemic). Pero mao na, mudawat mi locals nalang kay

naa namay restrictions ang atong kuan, ang atong kuan, so dili najud sila

kasulod. We do have the promotions to the locals.

(That’s it, if ever there is a restriction like that, there are two options:

refund or rebooking. Just the same still, then that was it ma’am do follow

health protocols, yes! That’s why, we applied in DOT regarding safe travel

certification so every time we posted, safe to travel… So it’s like that,

everytime of our postings, they also have. In government side, it’s a bit

hassle, especially with events, we will include that we’re following the

protocols because that is the number concern. So everytime we have bidding

since we won always on that, especially to the government. Yes, they come
 68

here (the DOT). Exactly (safe). Also, we are pushing our staff here with the

vaccination, we push it that it is needed to have vaccinated employees. All of

our staff here are already vaccinated. So out of 100%, population, we have

80% that are already vaccinated. We accept walk-in as long as we are all

safe. There’s walk-in (during the pandemic). But we only entertain locals

because of restrictions, because of that… there are restrictions. We do have

the promotions to the locals.)

Moreover, the Informant 2 explicitly shared more on the experiences

and challenges encountered.

I think miss ang kuan, mga positive side, is mas naenhance or mas na

improve namo ang among kuan, murag nakuan gani namo about safety

measures sa guests. Like giprioritize jud namo ang safety nila before

checking in, kanang mas conscious nami sa safety gyud kay para dili mabati

ang resort. Then sa side sa guests is para komportable and safe sad para sa

ilaha ni diri kay nindot ang accommodation, except sa accommodation kay

safe gyud sila sa pag ari nila. Murag nakomportable nalang sad sila like sa

other guests. Mas keen on the safety nagyud.

(I think miss the positive side is that we are much enhanced or

improved about safety measures to our guests. Like we prioritize their safety

before checking in, we are more conscious on safety so that the resort will
 69

not be affected. Then for the guest’s side, we make sure that it is

comfortable and safe so that the accommodation is wonderful and making

sure that they are safe when they come here. Like they feel comfortable like

other guests. We are definitely keen on the safety.)

Since sa pag abut sa COVID kay through reservation raman gyud

sya, amoa nang maorient daan ang guests or mainform from the city kung

pila ka minutes or hours ang location from their area to the Durhans Beach

Resort, then makuan nasad namo sila unsa ilang sakyan, either mag

commute ba sila or private transportation. Then makabanabana sad mi ug

asa sila dapita mustop if magcommute man gani sila, then amoa man sad

silang pangayoan ug expected time of arrival para mafollow up pud namo

sila. Syempre, padung man sila sa resort so dapat safe gyud sila.

(Since COVID-19 came, we make through reservations, we already

oriented our guests and inform them about how many minutes and hours

from their location to the Durhans Beach Resort, then we tell them also

about the transportation either commute or private transportation. We can

determine if where they will stop if they will have to commute then we will

tell them the expected time of arrival to follow up them. Of course, since

they are going to the resort, we need to make sure that they are also safe.
 70

Yes, we have corkage, upon reservation, gisendan gyud sila ug

corkage nga guidelines so that maka prepare sila ug gusto sila magdala ug

safe, kay other guests man gud miss, muana sila kay di lang mi muorder sa

rest okay naa mi amoa nga food, medyo mahal, aside sad sa mahal kay

gusto sila nga sila ray muprepare sa food kay para sila ray naggunit ba kay

para mas kuan sila sa contamination, ana ra gud miss. Mao to amoa silang

iorient daan kay naa mi corkage kay naa may uban na magdala gyud sa

ilahang food, icheck sad namo before checking in. Naa najud mi maoffer

nila all day.

(Yes, we have corkage upon reservation, we sent it to them and the

guidelines so that they can prepare and much safer. The other guests miss

shared they don’t want to placed an order since it is quite expensive. Aside

from expensive, they want it to prepare for theirselves since they are concern

on contamination concerns. So we need to orient them first since we have

corkage, there are others who bring their own food, we need to check it

before checking in. We have offerings to them the whole day.)

Sa amoang side is mas comfortable mi muduty, since at first kay

gievaluate na namo daan ang guest if they are vaccinated or kung wala ba

silay kuan sa ilang health, so kami sad considering the pandemic nagkuan

sad mi sa among health, so kato nga kuan naidentify namo ilang

 71

temperature, komportable sad mi muduty na we are working safely. Then

naenhance pud ang among pagkig istorya sa guests considering ilang health

gani, mao jud siguro nataught sa COVID namo, sa pagkuan sa health. Yes

miss (personalized ang health). Kung pila sila kabook, ug unsay need upon

arrival, mga special request nila. Yeah (personalized ang service).

(In our side, it is more comfortable to be on duty since at first, we

already evaluated the guests if they are vaccinated or not. So us considering

the pandemic, we are concerned with our health, so we need to identify their

temperature and so that we are comfortable in working safely. Then our

communication skills is enhanced when we talk to our guests considering

their health, this is what COVID taught us to be concerned in our health. Yes

miss, it’s a personalized health. If how many of them and what are their

needs upon arrival and other special requests. Yeah, we have personalized

service).

So before miss, is kuan lang gyud siguro to sila before, dali ra ang

pag ari ug pagsud since karun lang na naabut na ang pandemic is medyo

nigamay gyud ang guests kay considering na kanang mahadlok angmga taw

sa sakit. Then when you say resort, kay daghan jud sya ug mga taw so

mahadlok sila ug mga populated kaayo na areas, then nakuan sad ang

kanang sa checkpoints like naabut ang time na kjatong naa nay vaccine then
 72

dili daw pwede mubyahe ang unvaccinated, di na pwede ang kids, usa sad

sya sa nakanegative impact sa resort nga kanang ang guest ato nga time,

then nakaingun sad siguro ko nga mas nidako jud ang kuan sa

transportation ato. Ug katong checkpoints, kay naa man gyud mi uban na

guests na padung na unta sila kay wala ila mainform na ma’am okay ra,

mga ing ana.

(So before Miss, the arrival here is faster than before since COVID

came, our guests were in few number considering the people are afraid with

the virus. Then when you say resort, there are lots of people so they are

afraid to populated areas then in terms of checkpoints like when concerns

related to vaccine, people cannot go travel when it is unvaccinated. Kids are

not allowed and it is one of the negative impacts in the resort and the guest

at that time then we can also say that it becomes bigger in terms of

transportation. And regarding checkpoints, we have other guests who are

supposed to come here but they are not informed that it is okay to do like

that.)

Then upon sa ilang day sa pagtravel kay muingon nga “Hala icancel

lang namo kay nakuan mi sa checkpoint dinhi then today lang nakuan” and

then kanang dili makuan ba kay mga immediate gani nga kuan miss mga

ing-ana. Parehas atong naay time na dili daw pwede ang minor ga
 73

mugawas katong sa curfew nya ang ubang guests di baya gyud sila muanhi

ug wala ilang anak so dapat kuyog gyud sila, naay isa dili kakuyog so mao

na nga ang uban magcancel na sila sa ilang booking. We do rebooking

especially if naa silay downpayment, then ang ubang mga guest kay if

muinsist gyud sila to cancel their booking kay mas prefer nalang guro sila

kung asa ang duoul sa ilaha, though gusto gyud sila muanhi kay lahi ragyud

ang province, but considering the pandemic man sad gyud jud arun

maguarantee nalang sad namo nila sad ilang reservation. Amoa sad na

syang ifollow up mga two days before sila mucheck in, para if ever

mucancel sila kay makapangita pa sad mi sa lain ba, makamarket pa sad

mi.

(Then upon on their travel, they will say, “We have to cancel since we

are trapped with the checkpoint today.” And then with that immediate

scenario miss, it’s difficult to decide. Just like one time, minors are not

allowed and regarding curfew, other guests will not come here if their

children will not go with them so the children should go with them and if

one cannot go, the booking will be canceled. We do rebooking especially if

they have downpayment, then other guests insisted to cancel their booking

because they prefer the nearby place even though they like to be here in

province, but considering the pandemic, to guarantee their reservation. We

 74

do follow up after two days before they checked in, so if ever they will

cancel, we need to find so that we can proceed for marketing.)

Informant 3 gratefully shared their challenges during the pandemic.

Good morning, I’m Carl Custodio the Operating Manager for the

resort. I’ve been here for last September 2020, though I’m still associated

with Dusit Thani on that particular time. So I was here last September 2020,

so the whole experience here in Durhan is overall during the pandemic. So

basically, I know the challenges over the pandemic and we ought to do

something, what measures we can do to alleviate or to do something that

would sustain the business as well.

(Good morning, I’m Carl Custodio the Operating Manager for the

resort. I’ve been here for last September 2020, though I’m still associated

with Dusit Thani on that particular time. So, I was here last September 2020,

so the whole experience here in Durhan is overall during the pandemic. So

basically, I know the challenges over the pandemic and we ought to do

something, what measures we can do to alleviate or to do something that

would sustain the business as well.)

If I’m not mistaken, Durhan’s White beach resort opened last 2004,

the history of Durhan, the reason why it’s called Duran the owners and the
 75

Hansen the family who helped the family to manage and it belongs with the

Duran Purisima Estate Corporation. So it opened last 2004, a very simple

late back, a family who managed the resort, this is the first time on 2020

that they endorse it to really manage the resort. From before nga sila lang

nagmanage, they have 12 owners for the resort, then sila sila lang to nag

manage before, then last 2020 they looked for someone who is really going

to manage the resort. Ngadto ko nainform when supposed to be nag

insctruct ko sa CTU, ngadto ko naka giinform nila nga they really need

help. At first I was just a consultant, and then I decided to resign sa

Dosetani last May and then nifocus najud ko ngari sa resort. My goal here

is not for achievbement, but it’s helping the people in Tabuelan and also the

resort is verypromising It’s a 6.5 hectares resort, we are just only using the

one hectare so we still have 5.5 hectares that’s still not being used ngadto

langga. So we have like three cliffs, and we still have undisturbed beaches,

nga area ngadto – same owner.

(If I’m not mistaken, Durhan’s White beach resort opened last 2004,

the history of Durhan, the reason why it’s called Duran the owners and the

Hansen the family who helped the family to manage and it belongs with the

Duran Purisima Estate Corporation. So it opened last 2004, a very simple

late back, a family who managed the resort, this is the first time on 2020 that
 76

they endorse it to really manage the resort. From before that they were the

one who managed, they have 12 owners for the resort, then they are just the

ones who managed it before, then last 2020 they looked for someone who is

really going to manage the resort. I was informed there when supposed to be

I will be teaching in CTU, I was informed there that they really need help.

At first I was just a consultant, and then I decided to resign sa Dusit Thani

last May and then focus here in this resort. My goal here is not for

achievement, but it’s helping the people in Tabuelan and also the resort is

very promising. It’s a 6.5 hectares resort, we are just only using the one

hectare so we still have 5.5 hectares that’s still not being used there. So we

have like three cliffs, and we still have undisturbed beaches, nga area ngadto

– same owner.)

That is why, nakita sad nako diri nga if mumanage ko diri, kaya sya

ipadevelop kay dako man sya. Di man sya sa uban resort nga mao nagyud

ni, as ease nalang gyud. Super kadaghan sa opportunity because nakita

nako nga dako ni sya nga company because we are driven to gratify our

guests and to help our colleagues and make Tabuelanon, Tuburan and sa

mga duol ngari so we are able to help them by providing them jobs and

other opportunities. So most of our employees here is 95% Tabuelanon, so

that’s our goal, maybe 5% of it is ako lang gipang kuha from the different
 77

companies to help me manage the resort. So for example, former colleague,

former OJTs nga nigrow, kaluy-an sa Ginoo not just the skills but sa work

ethics, kumbaga gitawag nato ug right attitude yeah. As of the moment we

have like for the regulars we have 52 and for our on calls, magdepende but

like 50 to 60. We started with like 20 employees including me, so gamay

rajud kaayo, for me I always tell my team, na what happens to Durhan is a

magic, it’s really like a miracle nga napull off and daghan na kaayo tag

natabangan. We never expect, despite the pandemic, we are able to pull out

the occupancy reach with a very nice performance, knowing na daghan sad

kaayo ta ug mga limitations ang resort sa pagkakarun. For example, wala

patay pool, wala jud na namo gitago na wala pami ana, but gisigurado sa

gyud namo ang four phase sad. Atong resort man gud it’s a four phase

beeach white sand, wala pay upcoming nga sa 5.5. Basically we have 1 st

phase, 2nd phase, 3rd phase, 4th phase. So ang 2nd phase mao na atong beach

dinner buffet.

(That is why, I see here if I will manage, we can do developments

since it is big. It is not like other resorts that this is it, as is. I could see many

opportunities because I can see that this is a big company because we are

driven to gratify our guests and to help our colleagues and make

Tabuelanon, Tuburan and other neighboring areas so we are able to help

 78

them by providing them jobs and other opportunities. So most of our

employees here is 95% Tabuelanon, so that’s our goal, maybe 5% of it, I got

it from the different companies to help me manage the resort. So for

example, former colleague, former OJTs who have grown much, and God’s

grace, not just the skills but also the work ethics, we can say right attitude,

yeah. As of the moment we have like for the regulars we have 52 and for our

on calls, depending but like 50 to 60. We started with like 20 employees

including me, so we are just in few numbers, for me I always tell my team

that what happens to Durhan is a magic, it’s really like a miracle that we

pulled off and we helped many people. We never expect, despite the

pandemic, we are able to pull out the occupancy reach with a very nice

performance, knowing that there are lots of limitations in the resort for now.

For example, we still don’t have pool, we don’t hide that but we will make

sure that we assure first the four phases, too. Our resort is a four phase

beeach white sand, there is no upcoming 5.5. Basically, we have 1 st phase,

2nd phase, 3rd phase, 4th phase. So, the 2nd phase is the beach dinner buffet.)

We really followed the protocol na required sa government, that’s

why we really have certificate of compliance from the DOT. But among

target is dili lang mi muaim locally, but also sa international requirements

that we can really cater international traverlers. So the standard for the
 79

resort here in Tabuelan is sa DOT, so we upgraded it into positive.

Occupancy wise, kanang girequire na 50% occupancy or unsa, kaluy-an sa

Ginoo, amoa gyud nang makuan, actually sayangan sad mi since we follow

the protocol but daghan pajud untang mustay. Hopefully kung maokay na, if

I’m not mistaken they offer naman siguro with the 100% as long as we never

compromise na sa health protocols. Taas kaayo ta ug expenses especially sa

hygiene kits, but we never compromise on that one. We should never be

compromised by the quantity.

(We really followed the protocol that is required from the

government, that’s why we really have certificate of compliance from the

DOT. But our target is not only to aim locally, but also sa international

requirements that we can really cater international travellers. So the standard

for the resort here in Tabuelan is the DOT, so we upgraded it into positive.

Occupancy wise, we required 50% occupancy or any, and God’s grace, we

achieved it, actually it’s a missed chance, since we follow the protocol but

many people supposed to stay. Hopefully if everything will be okay, if I’m

not mistaken, I think they offer with the 100% as long as we never

compromise with the health protocols. We have high expenses especially in

terms of hygiene kits, but we never compromise on that one. We should

never be compromised by the quantity.

 80

For me the challenges that we have faced is the safety for the

traveling. Mao jd na among pinakachallenge kay poagsud nako ngari, wala

pajud na ang compliance, but when we have the DOT certificate for

compliance, mao najud na nga wala mi= nagcompromise anang safety.it’s

difficult to gain the trust first, but later on nakita nila nga how we managed

to comply what are the requirements nga gihatag, more than paman gani sa

gihatag sa DOT. So nakagain mi ug kuan, that is why compared before and

sa pagmanage nato, even with the pandemic mas daghan gihapon ang atong

occupancy sa pagkakarun. So wala ta mag kumbaga icompare sa last gikan

sa 2004 na wala pako, mas daghan ang occupancy karun.

(For me the challenges that we have faced is the safety for the

traveling. That is the most challenging part since when I came here, there

was no compliance, but when we have the DOT certificate for compliance,

we never compromise with that safety. It’s difficult to gain the trust first, but

later on we see how we managed to comply what are the requirements to

ask, DOT asked more thant hat. So we gained, that is why compared before

and the management now, even with the pandemic, there is still much more

occupancy for now. So not really like to compare from the last, from 2004

when I was not here, we have more ccupancies now.)

Informant 4 also shared.

 81

2003 napalit ni sa akong iyaan. Naa na ni daan pero ang tag-iya ani

nga daan kay mga parente ra sad namo. Mga ginikan namo taga anhi. Duha

ra mi (number of employees). Investment mani sa akong iyaan, kay business

minded man kaayo to akong iyaan gud katong naa sa Australia.

(By 2003, my auntie bought this. This is already existing but the

owner is my relatives. My parents are from here. We are two employees

here. This is an investment of my auntie because she is open-minded who is

now in the Australia.)

Ahh, number one ang financial kay wala man gipasudlan gyud, as in

close gyud. Way income, puros nalang bayad sa kuryente, tubig, trabahante.

Wala gyud as in zero kay wala pasudli kay strict lagi, tanan tanan gyud ato

wala pasudli. Wala na, stop na gyud ni tanan diri (pag march). Mga nine

months una nakabalik ug operate kay miuli man gud kos Mindanao ato gud

nya lainang gipabantay diri. Taudtaud na atong nigaan na gyud ang kuan,

nagkuan man ang taga munisipyo nga sige pwede pero 50% ra ang

dawaton, mao to hinay hinay ug sugod. Naa (gicomply nga requirements),

naa katong face mask, pagpanghinlo ug pagdis infect sa kwarto, katong

thermal, kato sunod gyud kay requirements man gyud ni siya.

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(Ahh, number one is financial since it is not allowed to visit, like

totally closed. No income, everything is payment for electricity, water and

workers. Like totally zero since it is strict, like all are closed. Nothing,

everything was stopped in March. It was about nine months passed before

we operate since I went home in Mindanao and other person was assigned

here. After months of waiting, everything starts to be okay, the municipality

mentioned that it’s okay to have 50% of customers are allowed, so what we

did is to continue and comply with the requirements such as wearing of face

masks, cleaning and disinfecting the rooms, the thermal and the next since it

is a requirement.)

Ug naay maabut, amo lang dawaton pero sunod lang ta sa katong

giingun nnila nga sa healthy protocols. Wala raman sad nuon (about having

someone exceeding the temperature limit). Naa, taga Tabuelan, every

Saturday, labi na ug daghang taw, daghan ug bisita, magrooving.

(If someone will be arrived, we entertained it and we just follow the

healthy protocols. So far no one exceeds in the temperature limit. There is,

from Tabuelan, every Saturday, especially if there are lots of people, many

visitors, some will do the roving.)

 83

Kana ramang kuan, mao raman toy ang… Walo (ka rooms) kay diha

raman gyud mi magkuha ug sales sa kanang resort, ug walay guest wala

pu’y income. Padala lang siya, then ana siya nga pagtipid lang sa mo diha,

naay mga ayuda, gihatag, gitagaan mi kay di man mi tag-iya trabahante ra

baya mi. Ug kuan ato, aksyon pirmero ug sugod, sunod nianam na ug

kasaka. Gikan sa bagyo murag wala gyud. Giabri ra gani nako ni day, arun

di maguba sa hangin (ang bintana). Diri sa baybay, manguhag sud-an, diha

nalang gyud. Pirme mapuno to ang naa dinha sa kuan, pirme manginhas,

mamasol. Kay lisod man gyud kaayo nga magsalig ka nga kuan, kay di ka

kabiyahe, di ka kakuan, patay man gyud ni imong kuan. Usahay manguha

mi nganha ug kaykay, m anguha ra mi ug sud-an.

(The only is… the only is that… We have eight rooms and since we

could have a sales in that resort, if no guests, no income. The owner sends

money then told us to save, there are donations provided, we were given

since we are just only workers and not owners. And also, action starts, next

it increases. From typhoon like nothing. We opened it dear so that the

windows will not be break from the air. Here in the seashore, we can get

food, so we focus on that. It is always full, those who wants to catch fish and

seashells. It is difficult that you are depending to someone because it cannot

travel. Sometimes, we just have to look for food there.”

 84

Informant 5 discussed their business challenges.

Wala’y kapuslanan among gipamalit, managamatay man sad ta ani.

Air purifier ba. Wala pa, 50% pa. Pero mahadlok man sad mii kay strikto

mani among…. Oo, labaw pana diha (complie with the requirement).

Katong automatic closure, wla silay notice or something letter para close,

automatic close. Automatic, wala gyud sila nangutana namong mga resort

owner, ug kami naa ba mi mga bookings, or naa mi mga reservations, wala

mao tong giusa…. (indistinctive mumbling). Nganong hadlok ko….

(indistinctive mumbling). Wa ko mahadlok nimo. Di mana mao imong

iautomatic, kinahanglan naa kay abiso, ingun ka nga magclosure ta kay

tungod ana-ama. No call, wala gyud. Ang guests is kahibalo naman sila sa

precautions, sila man gani mismo nagtudlonga ing-ana kay mahadlok sad

lagi sila. Liman kang patay raba gyud na ang covid. Niari, pero mga kuan…

(The things we bought were useless, I think will die on this, the Air

purifier. Not yet, still 50%. But we are afraid since our… is strict… Yes,

especially the compliance of requirements. When it was automatic closure,

there was no notice or something letter to close, automatic close. Automatic,

they do not even ask as we the resort owners then if whe have bookings or

reservations, nothing that is why we make it one… (indistinctive mumbling).

I am afraid… (indistinctive mumbling). I am not afraid of you. That is not

 85

correct that is automatic, you need to have warning, you told us that it

should be closed because of that. No call, totally nothing. Our guests know

the precautions, they are the ones who teach us since they are afraid, too.

You know that COVID can kills us. They went ther… but something…)

Wala gyud ma’am, gisacrifice gyud namo kay malooy ka walay

pagkaon. Wala koy gitaktak, ang uban ang sa Therrish shifting sila, pero

ang diri wala. Wala ko nagshifting diri, nag garden mi dira. Veggies, sagol

lang basta mga tanom na among gibuhat. Limpyo nya tanom, ana. Ana

nalang (maintenance). The same (sa Yasuda) . After atong guests,

paghuman gyud ato, nagclose. Dayon nireport mi kang Gov. Gwen nya mao

to gipa reopen, mao tong nakasab-an si mayor. Pero ang iyang

gipasanginlan kay gikawat ang iyang pirma sa doctor. Wala mo kakuan ana

nga news? Oh mao na sya, mao na atong mayor. Kunuhay, iyahang

pirma… Pirma gani sya atong permit, iyaha baying pirma pero iyaha lang

gipasangail sa doctor. Mao na’y news, mao toy nahitabo. Kani, nikuan mi

nangayo mi ug tabang kang Gov. Siya ra, si mayor ra, naa may mga papers

tanan nga automatic closure. Nganong mag automatic closure man mo,

wala man mo nagpatawag ug meeting ug unsaon ni nganong magclosure ta.

Dili ing-anaon kay nakapamalit na gud mi ug mga karne nga ipakaon namo

sa guests, mao to nasuklan. Gitiwas na nakong booking, nya pagkahuman

 86

ato sirado gyud. Another one month napud karung sirado, kay mapuslan

one month mang lockdown. Open napud (after another month). Kay naa

naman puy laing letter nga iopen, iopen, iopen nasad nya kanang check

check check…

(Nothing mam, we really sacrificed because we feel pity for having no

food. We never slash the number of employees, others in Therrish they do

the shofting, but here nothing. We don’t have shifting, we do gardening

there. Veggies, mixed plants we did. Cleaning then planting, that’s it. We

maintain it, same in Yasuda. After our guests, like after that, we closed.

Then we reported to Gov. Gwen to re-open, that is why the mayor was

scolded. But the one he blamed was the doctor’s signature was stolen. You

don’t know that news? Yes, that’s it, that’s our mayor. Pretending, it’s his

signature… He even signed the permit, that was his signature but he blamed

the doctor. That is the news, that is what happened. This one, we asked help

from Gwen. That person is just the mayor, we have papers that is automatic

close. Why is it automatic closed since you don’t call for a meeting to close

the business. They should not do that because we already bought meat for

the guests, so we should fight for it. We continued with the booking then

after that, we closed it. Another one month of close since it’s a month of
 87

lockdown. It opened again after a month since there is already a letter to

reopen then check check check…)

Aw okay ra, booking gyud mi ngari. Facebook ug sa call, kay ang

mostly sa atong guests kay repeat, old guests ra kay di sad ko mudawat ug

di nako kaila kay maglikay ta. Maynalang nang kaila nata mao nala’y

dawaton para wala natay problema. Locals didto tanan, Mandaue, Cebu,

Talisay, Lapu-Lapu. Aw okay a (so far okay ra). Oh uy, regular gihapon,

hinay-hinay (for the events). Wala (website), cancel temporary tungod sa

pandemic, naa napuy omicron, nya naa bayay mubook nato pud nga foreign

countries. Call-call lang sa, mahdalok baya ta. Mao raman to sya, napatch

up raman to. Oh syempre, kay close gud, wala gyuy in, out diri, kay

nagbayad man kag sweldo, mao lagi na, provide gihapon – operating

gihapon.

(It’s okay, we still continue with the bookings. Both Facebook and

call since most of our guests are repeat guests, they are old guests but will

never entertain new guests just to avoid. At least we will accept those we

know to avoid problems. Locals are there, Mandaue, Cebu, Talisay, Lapu-

Lapu. So far, it’s okay. Yes of course, regular still, we slowly work with the

events. We do not have website, it’s cancelled temporarily because of

pandemic, there is this omicron, then we also have bookings from foreign
 88

countries. We just call since we are afraid. That was it, we just patch it. Yes,

of course, it’s closed, no in and out here, you pay for someone, so you just

have to provide still, operating still.)

Informant 6 also shared.

Kuan ma’am I think 14 dala sa on-call. Si kuan, Berto, Christian ug si

Dave. Karun ma’am, among family rooms is 8 rooms, then the standard

room is 8 rooms na sya. Capacity, kuan sya ma’am 6 persons na sya, ang

regular rates like sa weekdays lang, kay 5, 000. Nya with breakfast nana sya

for 6. Inclusion namo, amenities namo pool and beach na sya. Good for 3

na sya ma’am, (ang standard room), nya same ra sya ug amenities ug

inclusion ana niya. Kuan ma’am, native rooms namo, kay good for two rana

kay pang couple raman na sya nya ang CR and shower shared ra naa sa

gawas, nya free breakfast for two. Tulo (non-aircon), tulo sad (aircon).

Naa’y one room ana niya nga murag good for four pero good for 2 rana,

nya naa man guy muask na pwede ba kuan, maong gidungagan nalang sad

namo. Oh kato ra sya ma’am, combo meals, plated nana sya.

(I think Ma’am, it’s 14 including on call. That unknown, Berto,

Christian and Dave. This time ma’am, our family rooms is 8 rooms, then the

standard room is 8 rooms. Capacity ma’am is 6 persons, the regular rates

 89

like in weekdays is 5, 000 with breakfast for 6. Inclusion is amenities in the

pool and beach. Good for 3 ma’am is the standard room then same amenities

and inclusion. Then ma’am, native rooms are good for two for couple with

CR and shower shared outside with free breakfast for two. Three (non-

aircon), also three (aircon) . There’s one room there like good for four but

good for 2 then someone asked if it is okay, that is why we added. Then

that’s it mam, combo meals, plated.

Before sa COVID ma’am, kuan raman, nag operate nana siya diha

ma’am pero wala pa nahuman ang babaw. Naa na ma’am, (nakastay sa 1 st

anf 2nd floor) . Ang kanang sa ubos kay wala pako ana diri, ang nagbantay

ana kay lain. Ang akong naabtan is mga 2019, not totally pagyud na sya

nahuman kay ang babaw ana kay bag-o paman na. Dilosad ma’am, naay

time nga weekend puno mi, nya naa say weekend namo nga dili. Nya

weekdays nakasuway sad mi nga wla gyuy guests, ug naa man gani guests

kay tinagsa.

(Before COVID ma’am, we already operated that but the upper side is

still unfinished. There is ma’am who stayed at 1 st and 2nd floor. Below is I

was not around at that time, the one who took care of it is others. I arrived

here in 2019, not totally finished since the upper part is just currently

finished. Not really ma’am, there are times that weekend is fully booked and
 90

sometimes not. For weekdays, we also experienced that there are no guests,

if there are guests, just individually.)

MITIGATING MEASURES

Informant 1 shared the migitating measures they applied during

pandemic.

Three months promotion nga forecast, naa jud mi ana. So for example

this December, so before muend ang December, we have the three months

forecast for the next three months. So kailangan naa nami promotions ana.

Ing-ana jud mi kay masuko si sir carl ug wala mi three months nga

promotion. Bale in each department especially in the revenue generating

nga department, for example the front office, the FNB, ug sales, kaming tulo

ni sir Carl, we do have nga mag naa gyud mi oras nga magmeeting gyud mi

for the promotion. So for the rooms, unsay nindot nga ipromote, and for the

foods, unsay angay nato aw ah additional promotions. Mga ing-ana, maong

magbrainstorming mi anang unsay maayo ba. At this time, sa karun

regarding sa rooms, ang mupromote ana is kami pa ni sir Carl. Promotions

sa room, so amo natong idelegate soon sa front office nga they are to

promote ba for the three months. Kay kami man gud sa sales, kami ang

mangayo na ug naa mi mga format nga unsay mga plans ninyo nga for the
 91

three months, ilaha nang ihatag, kami ang mudouble check from the sales

and then if maapprove, mao nana, mugo nana ang mga paperwork also for

the graphic because we have a graphic also – graphic artists. So sya nay

bahala for posting, for delegations na dayon mi ana. Proper channelling

gyud mi. Karun gani bag-o pa nagdecember gipangayoan nako ni sir Carl,

“Ron mangayo mo sa imong three months for 2022”. Mao to “Taysa sir ha,

maghimo pako, magmeeting sa mi ha”. Planning ra gyud.

(Three months of promotion already forecasted, we have that. So for

example this December, before December ends, we have the three months

forecast for the next three months. So we need to have promotions. We are

like that since Sir Carl got angry if we don’t have three months for

promotion. So it’s like this, in each department especially in the revenue

generating nga department, for example the front office, the FNB, sales, and

the three of us with Sir Carl, we do have meeting to decide relating to

promtions. So for the rooms, which area should be promoted, and for the

foods, what additional promotions to be added. Just like that, we have to do

brainstorming which is better. At this time, regarding sa rooms, the

promotions are discussed between me and Sir Carl. The promotions of the

room, so we already delegated it to the front office that they are to promote

it for three months. Because we in the sales, we are the ones who asked for
 92

the format and plans for the three months, they will give it to us and so that

we can double check from the sales and then if it is approved, that’s it, we

immediately proceed to the paperwork and also for the graphic because we

have a graphic also – graphic artists. So he will be the responsible for

posting, for delegations is us. Proper channelling is a must. Now, just an

early week in December, Siir Carl asked, “Ron, we are asking for the three

months for 2022”. For that, “Wait, Sir ha? We will create, will have a

magmeeting first.” It is really about planning.

I will start in the room, especially weekdays and weekend. For the

weekends, given na, fully booked name ana. So there are times sa weekdays

is naa man mi kanang rooming list forecast for the whole week so naa nami

ana. So makit-an namo didto kung kani na ba nga day is ubos ba sya. So we

have minimum rooms nga if ever ubos gyud among kuan ana, naa jud dayon

mi murag sa shoppee nga 11.11. So sa amoa is like flash sale, so like for

example, I will give you an example: For next week, inig Monday namo kay

for example karun unsa man ta run, like in Saturday, we will be focusing on

flash sale, para mana sya sa lunes. So ang among kuan ana is ubos nagyud.

So ang uban ana is ilahang ginamove, magdali dali, mugrab na sila. So

igkamonday sad, mutaas nana among occupancy dayon kay naa may usahay

nga martes taas among occupancy then sa lunes muubos, so diri mi sa lunes
 93

muflash sale. Dili lang niya mause on Tuesday but only on the Monday. So

mao na nga at the end of the day, ana igka Tuesday, amoa na dayon nang

tan awn nga sya promotions among gihimo is effective ba sya. So so far

effective man sya, everytime na low mi ug occupancy, flash sale dayon na

diritso. Then sa mga foods, ing-ana. Wala nay labot sa foods (ang sa flash

sale).

(I will start in the room, especially weekdays and weekend. For the

weekends, it is already given that it is fully booked. So there are times in

weekdays is we have rooming list forecast for the whole week so already

have that). So we can see if that day is lesser so we have minimum rooms

like if ever it is lesser, we have like Shoppee 11.11, so here is like flash sale,

so like for example, I will give you an example: For next week, on Monday,

like that what’s the date today, like in Saturday, we will be focusing on flash

sale, good for Monday. So in that case, we need to lesser the prices. So

others, they might move it, they quickly grabbed it. So on Monday, the

occupancy increases then sometimes, Tuesday decreases, so we have flash

sale on Monday. They use not on Tuesday but only on the Monday. So at the

end of the day, on Tuesday, we checked immediately the promotions if it is

effective. So so far, it is effective, everytime we have low in occupancy,

flash sale directly. Then regarding foods, flash sale of foods is excluded.
 94

Ang himoon namo ana, upselling dayon na among FNB, so it depends

na on the staff on how they upsell the food. So naa jud nay trainings sad ang

mga FNB namo, mao na sya, grabe kaayo diri. Ang ganahan namo gud ni

sir Carl, di sya close minded ba. Ug unsay maayo, para nimo unsay

maayo… “Tan-aw nimo Ron, murag maayo or dili”, so for me okay raman

sad, sige sige go. So makuan jud sya ba, it depends pud on the leader pud

gyud ug unsa pudn iya nga paghandle sa…. Kay kuan raman na, it jives

raman, magkasinabot mo, it attracts also sa guests. Magstart jud na sa

leader sad. Of course, kami sad na staff, we will protect our leaders sad, kay

grabe sad si sir Carl, murag giembrace sad baya mi niya. So kailangan, ug

once delegation na sa kuan, mufollow sad ka,kay ing-ana man. Kay ang

kanindot man gud ni sir especially magroaming around, to entertain our

guests, mangumusta gyus sya ba, OO. So kami pud… Muna si sir Carl, if

ever maglitanya nana sya sa among group chat, ing-ana, ing-ani, so better

luck next time kay naa man gyuy kuan, there’s always a room for

improvement. Mao rana, ana ran a sya.. Mao na akong isa sa ganahan sad

ni sir Carl, mao nang magkajive mi sa iyaha ba kay positive man gud sya,

always positive jud sya. Murag di sya muentertain ug negative, murag ug

naay negative automatic positive sad si kuan sya, murag ing-ana ba, into

positive. We will not entertaining the negative one. Instead kung naa may
 95

negative na nahitabo, kanang iinto positive gyud namo sya ba. Instead of

kanang magproblema ka, so ato nalang solusyonan na. Not only in the

employee, but also madala nasad nimo sya sa gawas nasad sa imoha ba. As

long as we’re following the health protocols, there’s no problem.

(What we do first is upselling our FNB, so it depends on the staff on

how they upsell the food. We have trainings in our F&B, so that’s it, they

are really doing their efforts here. What we liked Sir Carl si that he is not

close minded. If what is good for you… “Ron, what do you think? Is it good

or not?” so for me, it’s okay then go. So it depends on the leader on how he

handles. It is just we have the same jives, we understand each other, it

attracts also to our guests. It all starts with the leader, too. Of course, we the

staff, we will protect our leaders too because Sir Carl, like he embraces us.

So we need, if once delegation, we need to follow like that. What makes it

amazing of Sir especially magroaming around, to entertain our guests,

asking if they are okay and so with us, too… Sir Carl will say, if ever he

sends messages in the group chat, like this and like that, so better luck next

time since there’s always a room for improvement. That’s it. That is what I

liked with Sir Carl, that is why we can jive because he has a positive

mindset, always positive. Like he will not entertain unegative, if there is

negative, automatic there should be positive, just like that, into positive. We
 96

will not entertaining the negative one. Instead if there is negative happened,

we make into positive. Instead of there is a problem, so we need to find

solutions. Not only in the employee, but also, we can carry it outside. As

long as we’re following the health protocols, there’s no problem.

Informant 2 also expressed.

Our marketing team is nag invite sila ug vloggers then consisting ang

among… Naay local, naay taga Tuburan, then mostly is mga vloggers from

city. Then kanang mga bag-o sad nicheck in sila nga we don’t know

vloggers sad diay, so ari na namo makuan nga ah ((Maverify). So murag

positive sa amoa nga we know naay nakacheck in nga vlogger even though

we didn’t know since mutag man sad siila namo, mutabang sila sa

promotion. Then panagsa kay sila nalang ang mahibaw an namo nga ahh

vlogger sad diay ni sya so mao to iinvite namo sila for the next stay nga mas

maiprove pa namo ang among kuan sa ilaha and mas maexplain pa namo

ahhh what is Durhans. Yeah it’s not active, naactive na sya, naa juy mga

posts everyday (FB Page sa Durhan’s), ang mga feedbacks sad sa guests

kay amo sang ipost to know nga safe ra sila ig travel.

(Our marketing team invites vloggers then consisting our… There are

locals, they are from Tuburan then mostly the vloggers are from city. Then

there are new ones who check in that we don’t know that they are vloggers
 97

too so we can just verify here. So it seems like positive in our end since we

know that there are vloggers who checked in even though we didn’t know

since they tagged us, they helped in promotions, too. Then sometimes they

are the ones who let us know that they are vloggers so next itme, we will

invite them for next stay to prove what’s more and explain it to them what is

Durhans. Yeah it’s not active, it became active when you post it every day

(FB Page sa Durhan’s), the feedbacks of the guests will be posted to know

that their travel is safe.

Upon gyud sa ilang reservation amoa gyud silang iorient or iinform

daan ngfa Durhan is 5-10 minutes from the market. Then, naa say impact

ang pagbutang namo ug signage sa highway since sudlonon man sya from

the highway tho, makaingun ta nga duol ra gyud. Dili man gud sya Makita

sa highway maong dako sad sya nga benefit ang kuan ang atong signange

ngadto sa highway para along the way makakita sila nga ahh naa nami diri

– guided sila miss ba. Kay mangutana man mi if asa sila dapita sa Cebu

then that’s the time iexplain namo sa ilaha kung unsa na bus, or asa sila

muagi para guided sila, para dili sila masaag ba, then kay para nalang pud

dili kuan ba kay kakapoy baya sa byahe then masaag pa nuon, mas

makapoy pa ang biyahe. Mao nang as much as possible, amoa nagyuud

 98

dayon nang iorient sila daan nga mao na muagi ma’am, makastop by mo

ani-ana.

(Upon reservation, we need to orient or inform them first that Durhans

is 5-10 minutes from the market. Then, there is an impact to put signage in

the highway since the area is not really near from the highway though we

can say it is near. We cannot see it in the highway so it has a benefit if we

put signage in the highway so that along the way they can be guided. They

asked if which part in Cebu then we explain it to them what kind of bus or

which way to pass so that they will be guided and so that they can find the

right way then so that they will be guided since the travel is tiring then they

don’t know the right way, travel is much tiring. That’s why as much as

possible, we need to orient them first that this is the way and you stop this

place.)

Yes I think it’s balanced ra, like then dghan ang guest then daghan

sad ang complaints. But we do our best man sad to cater sa mga kuan ba,

mga complaints nila. Mas kuan lang sad siguro sa katong personal requests

nila upon reservation, dapat keen lang sad gyud mi ato para didto palang

daan maminimize na ang complaints sa guests para ang pagkluan nalang sa

among service sa ilaha ba. At least aware mi ug nanote na namo unsa ilang

mga special requests baa run dili na ayo namo sila kuan upon arrival.
 99

(Yes, I think it’s balanced like then we have lots of guests then we

have lots of complaints, too. But we do our best to cater their compalints. I

think their personal requests upon reservation that we should be keen to

maminimize the complaints of our guests so that we can provide a better

service. At least we are aware and will take note on their special requests so

that we can work with it upon arrival.)

Kuan ma’am, ang usual jud namo buhaton kay ang iecplain jud namo

sa guests nga ang garden view and sea view kay different sila ug rates. Then

considering nga mas mahal ang sea view kay mas duol naman sya sa

garden view. Then mag guide man sad mi sa ilang reservation once

naexplain na namo to upon reservation nila nga the room they booked is

ang garden view, nya ug mucomplaint sila kay muingon mi nga you booked

the garden view then if you wish to transfer to sea view then magdepende na

sya sa availability sa rooms. So if ever nga wala na miss kay amo nalang

ipa understand sa ilaha nga daghan ug taw, kuan sya amoa lang uitake note

nga complainin guest sya, para even though nicomplaint sya sa room kay

dili na marepeat sa lain pa nga department kay some of the guests pa baya

ba kay magcomplaint murag init nagyud ilang ulo then iadto pa nila sa

laing department, amoa ning iinform ang team na this guest from this room

is complaining, para mahatagan ug complimentary services.

 100

(Well ma’am, the usual thing that we do is to explain to our guests

that the garden view and sea view have different rates. Then considering that

seaview is expensive since it is near in garden view. Then we will guide

them with their reservation once we explained it to them upon reservation

that the room they booked is the garden view and then if they complain, we

will them that you booked the garden view then if you wish to transfer to sea

view then it depends on the availability of the rooms. So, if ever that there is

no vacant Miss, we let them understand that there are lots of guests then we

will take note the guests’ complaint so that even though they complain

regarding the room, we will not repeat it to the other department since some

of the guests already received complaints so it will be an additional

headache to them. We will inform the tea, that this guest from this room is

complaining so that we could give complimentary services.)

Informant 3 shared the migitating measures in the resort.

Since we are far away from the city, we always tend to market log out

of cities and CCTs since procince is not crowded, we took advantage of it.

That is one of the reason why we managed to have great occupancy amidst

the pandemic since we are far from the city, people would tend provinces

rather than cities. We took advantage of it, so we offered them long stay, we

upgraded the internet connection grabe kapaspas atong fiber. Then with the
 101

knowledge that the people have when it comes to this, precautionary

measures, ang guests kay confident enough na magsige ug balik balik diri.

For the guest nato diri, most of them are loyal, so ang uban magbalik balik.

We offer membership, because one way to retain customers is to give them

rewards for the efforts that they keep on coming back to us, it’s a way of

saying thank you to them. At least for one year, they can visit the resort for

free for 12 persons. So up to 12 persons, for the entire one year free diri ang

expenses. It’s like they own the Durhans, and then for a particular

membership, we have one night complimentary stay. So for only 2, 890 ang

room nato is that’s 2 890, mura rasad sila ug nagbayad sa room then ang

money is mura ra sag… so nashock jud atong mga loyal guests ana. One

way of saying thank you for them sa ilang efoort na two to three hours nga

byahe but ganahan man gyud sila diri, we never compromise quality gyud.

So we have a lot of people nga naka in place kung asa sila naa gyuy

magserve nila.

(Since we are far away from the city, we always tend to market log

out of cities and CCTs since province is not crowded, we took advantage of

it. That is one of the reasons why we managed to have great occupancy

amidst the pandemic since we are far from the city, people would tend

provinces rather than cities. We took advantage of it, so we offered them

 102

long stay, we upgraded the internet connection grabe kapaspas atong fiber.

Then with the knowledge that the people have when it comes to this,

precautionary measures, our guests are confident enough to always go back

here. For the guest here, most of them are loyal, so others are kept on

visiting. We offer membership, because one way to retain customers is to

give them rewards for the efforts that they keep on coming back to us, it’s a

way of saying thank you to them. At least for one year, they can visit the

resort for free for 12 persons. So up to 12 persons, for the entire one year

free diri ang expenses. It’s like they own the Durhans, and then for a

particular membership, we have one night complimentary stay. So for only

2, 890, that is the room price, it is like they paid for the room then the money

is like… so I was shocked with the loyal guests. One way of saying thank

you for them for the efforts they showed that two or three hours travel but

they liked it here, we never compromise quality. So we have a lot of people

that are in place in which someone will serve to them.)

We decided to have particularly on the water sports, we have this bar

because I always put my shoe in the hospitality industry. Always put your

shoe in the side of the guest, so if I will be the guest, so what are the

activities that I would like to have to. So kasagaran kay taga city atong

mamarket, 80% of the market are from the city, so at least kung muari sila,
 103

di japon nila makalimtan ang city vibes naa tay bar. And then narealize sad

nako nga sa kadako as beach area, murag dull ra kaayo nga puros

swimming lang, that’s why we put up jet ski, banana boat and kayaking. So

if you see on the prices, friendly rajud na sya kay we don’t focus too much

on the revenue side of the activities for the guest. Again sa among mantra,

“Your experience is our utmost priority”, we focus much more not on the

food, we don’t focus with the FNB but the rooms, but it’s on the totality of

the experience. Especially, kani jung di Makita sa Durhans, the hospitalioty

touvh of the people. We are so humble and honored na we are compared to

big resorts na wow the service here salamat kaayo jud, kay for me

hospitality is not the perfection but the connection is there. Maybe we are

not perfect when it comes to skills but the quality, the desire to make sure

that our guests are satisfied when they stay.

(We decided to have particularly on the water sports, we have this bar

because I always put my shoe in the hospitality industry. Always put your

shoe in the side of the guest, so if I will be the guest, so what are the

activities that I would like to have to. So kasagaran kay taga city atong

mamarket, 80% of the market are from the city, so at least kung muari sila,

di japon nila makalimtan ang city vibes naa tay bar. And then narealize sad

nako nga sa kadako as beach area, murag dull ra kaayo nga puros swimming
 104

lang, that’s why we put up jet ski, banana boat and kayaking. So if you see

on the prices, friendly rajud na sya kay we don’t focus too much on the

revenue side of the activities for the guest. Again, sa among mantra, “Your

experience is our utmost priority”, we focus much more not on the food, we

don’t focus with the FNB but the rooms, but it’s on the totality of the

experience. Especially, kani jung di Makita sa Durhans, the hospitalioty

touvh of the people. We are so humble and honored na we are compared to

big resorts na wow the service here salamat kaayo jud, kay for me

hospitality is not the perfection but the connection is there. Maybe we are

not perfect when it comes to skills but the quality, the desire to make sure

that our guests are satisfied when they stay. )

Service is the first upgrade then follow na nalang na ang facilities

and amenities, kay gifollow man nako ang akong experience sa hotel. Dili

kinahanglan na kumpleto ta ug equipments but the service dapat naa sa

kasing-kasing. Kini sad sa hospitality, people do not care how much until

they know how much we care – so mumatter jud si care. Naa na gikan sa

service, kay ang knowledge naa ran a but di na mumatter if wala ang

service. The secret to have great service is to take care of your employees.

Lisod man kaayo gud na if ang atong pgtreat sa atong guests externally kay

kuan lang sya, di sya genuine kay guest man sya, So we need to take care sa
 105

mga tao na kuyog nato adlaw adlaw, goes on sa bisag asa na aspeto. So

first muagi ni sa family, the fundamental unit of the society, the basic

fundament of the workplace is to take care of your employees. Mao to akong

gibuhat kay para mureplictae kay again, giampingna man ta sa mga tao nga

kuan, so automatic na nga dili scripted ang pagkabuhat kay mao naman na

ilang nafeel – mamotivate sad na sila.

(Service is the first upgrade then followed by the facilities and

amenities, since I followed the experience in hotel. It is not needed to have

complete equipment but the service that is coming from the heart. In terms

of hospitality, people do not care how much until they know how much we

care – so care really matters. It comes from the service because the

knowledge is always present but it does not matter if there is no service. The

secret to have great service is to take care of your employees. It is difficult to

treat your guests externally, it is not genuine for the guests, so we need to

take care the people every day, goes on in any aspect. So first, it passes

through the family, the fundamental unit of the society, the basic fundament

of the workplace is to take care of your employees. That’s what I did so it

replicates again and again, since we are cared by the people, so

automatically, it is not scripted in the making since that is what we feel, they

feel more motivated.

 106

For the procedures, we are so grateful with the Department of

Tourism, the safe travel who initiated bevause they are so approachable. I

would like to say thank you to the LGU, the municipality of Tabuelan, for

helping us getting the requirement on what to comply. The municipality of

Tabuelan communicated with all other resorts, as we are communicating to

themto get the requirements then nakita ang mga requirements, among

gipangcomply. Naa natay ubang resorts na naentice pud sila (to file for the

certificate) kay I elevated the standard of the resort. Which is for me man

gud, when we say hospitality, it should be kana ganing muanhi sila, mafeel

at home sad sila, kita ang nagtake crae nila. I always told them na kita ang

mutake care, kita sad ang muensure sa safety. Naa na run daghan nga

nakacomply, anmg nakanindot rapud diay sa pagpaningkamot, kung

maningkamot ka diri sa resort alone, sa gawas sad diay, mainspire sad diay

to sila sa aimong gipangbuhat. So most of the resorts karun, nag upgrade

nasad sila even other businesses, nag upgrade nasad sila so nalipay sad

kaayo k okay they take the challenge as well. So healthy challenge sya nga

makaingun ta nga ahh ing anion diay ni sya pagmanage ang resort.

(For the procedures, we are so grateful with the Department of

Tourism, the safe travel who initiated bevause they are so approachable. I

would like to say thank you to the LGU, the municipality of Tabuelan, for
 107

helping us getting the requirement on what to comply. The municipality of

Tabuelan communicated with all other resorts, as we are communicating to

them to get the requirements then when we saw the requirements, we

complied it. There are other resorts who are enticed to file for the certificate

because I elevated the standard of the resort. Which is for me, when we say

hospitality, it should be like when they go here, they would feel at home, we

are the ones who take care. I always told them that we are the ones who will

take care, and also ensuring their safety. There are lots of them complied, the

good thing about hardwork is when you work hard in the resort alone, in

outside, they are inspired on what you did. So most of the resorts now, they

upgraded too even other businesses, they upgraded too so I am fully happy

that they take the challenge as well. So it is a healthy challenge that we can

say that it is how to manage the resort.

As long as unsay giallow sa LGU, we only follow what the LGU has

given to us. For example, magrequire silag vaccination vard, so magrequire

sad mi ug unsa. Ug unsa say wala nla giallow, okay ra sad mi but naa mi

gibuhat karun nga initiative example sa temperature check, health

declaration form, then the proper social distancing sa front office we

covered it with a shield and at the same time we sanitize from time to time

so costly sya but fulfilling for the reasonnga bisag kinsa pay magpuli puli sa
 108

rooms, kay limpyo ang atong time sa paglimpyo, perop wort it man pud kay

makaensure man ta sa safety sa atong guests.

(As long as the LGU allows, we only follow what the LGU has given

to us. For example, if they are requiring vaccination vard, so we need to

require here, too. If what they do not allow, we are okay, too but we make

initiatives now example is temperature check, health declaration form, then

the proper social distancing sa front office, we covered it with a shield and at

the same time, we sanitize from time to time and it so costly but fulfilling for

the reason what whoever used in the rooms, we really have time for cleaning

but it is worth it so that we can ensure the safety of the guests.)

What we did is to give something nga kung muari sila kay worth it.

So, we extended the three days two nights package, nga super kaaffordable

and worthy ang room, at the same time we upgraded the wifi services, we

have pud a lot of activity. Makaari sila since full packaged atong service

diri so murag makalimtan nila ang kalayo. Sa pandemic nga situation,

giokay kaayo nga l yon a layo ta a crowd, mas safe ta kay layo man ta sa

crowd. We have varieties of additional discounts para magstay sila longer.

Ari man gud, kasagaran sa mga guests diri, that is why three days two night

na happen bevause of the guests requests pud kay ang ilang one day diay
 109

diri kay kulangan ra sad sila pud para sila makastay longer. Feeling the

side of the guest ug unsa ilang mga request as long as dili illegal.

(What we did is to give something that if they come here, it should be

worth it. So, we extended the three days two nights package which is super

kaaffordable and worthy ang room, at the same time we upgraded the wifi

services, we have also a lot of activity. They can come here since our service

is full packaged. In the pandemic situation, it’s okay to stay away from the

crowd, much safer if it is far from the crowd. We have varieties of additional

discounts to make them stay longer. Here, most of our guests are here, that is

why three days to two nights happened because of the guests requested since

one day is not enough so they want to spend longer. Feeling the side of the

guest and other request as long as not illegal.”

We always anticipate the side of the guests, we don’t care if the resort

willl lose a lot of revenue because of that particular ordinances, ga mukalit

lang ug balik, amoa lang irefund dayon. We also do rebooking, but since the

challenge gives them the appropriate time, so we give them refund jud. Naa

tay mga challenge – nagrebookking ta mi, so ug unsay mga some of the

guests wanted to get their money no, nahadllok ang… akong nafeel man gud

ang situation nga if rebooking lang, di na nato mauli ang kwarta sa guest.

Mao to nga dapat ato jung marefund ang money tungod kay nahadlok sila
 110

kay tungod lagi sa border controls, hadlok napud sila kay basin ug

maglockdown, so ang akong gihunahuna is basin magamit sad to nila ang

money for emergency use, so I sacrificed the resort – revenue. Tungod sa

gibuhat dayon nato ngari diri sa resort, so naappreciate sa guests nga

“hala grabeha sa Durhans” so mismo sila nalay niinitiate. Nya ing ani

palang gani nga process, na willing sila mulihok tanan tanan tungod ani.

Hasul gamay kay we need to do the finance thing sa kung unsaon

pagrefund, I know it will really take time, medyo fili sya ing ana kapaspas

but I know man gud ga I put my considerations sa side of the guest nya kung

tungod sa kung maglockdown, ilang money instead nga magvacation ngari,

so mao na akong gihunahuna. Nalipay sila kay nafeel gyud daw namo ang

ilang importance. So ing-ana ragyud, balik ra gyud ta sa care not know.

(We always anticipate the side of the guests, we don’t care if the

resort willl lose a lot of revenue because of that particular ordinances, if it

appears instantly, we have to refund immediately. We also do rebooking, but

since the challenge gives them the appropriate time, so we have to give them

refund. We have challenge on rebooking, some of the guests wanted to get

their money no, it’s scary… I feel with the situation if it is only rebooking,

the money will not go back. So we need to have the refund because they are

afraid of the border controls, they are afraid also of the lockdown, so what I
 111

think is that they will use the money for emergency use, so I sacrificed the

resort – revenue. Because of what the resort did, the guests appreciated it

much that Durhans was the one who initiated. The process like this that they

are willing to work on it because all of this. It’s a litte bit hassle but we need

to do the finance thing on how to refund, , I know it will really take time,

and it is not really fast but I know that I put my considerations to the side of

the guest and if there is a lockdown, their money instead for vacation here,

so that is what I think. They were happy because they feel the importance.

That’s it we go back to that we need to care.

Empathize the guest, the secret in the hospitality is to anticipate the

guests needs. So karun naa tay mga room snacks nga ginaoffer lang, wala

palanmg nako gibutang sa mga rooms ang uban, para kung gutomon sila,

they can buy in the front office some chips and everything para 24 hours

ang atong service. Naa tay front office team sa gabie, anytime manawag

sila, naa ragyud tay mga makatubag diri. So care not know, empathize on

the guest, focus on the guests experience and mufollow rana tanan. Then the

integrity na guests should also trust us because sa atong hygiene and

sanitation, ahh makakita ang guest if we compromise on that one, wata

kahibaw unsa ang particular effects soon. So bisan pag walay guests gatan

aw sa amoa, ang amoang desire to clean the room to sanitize everything, we

 112

have some bio free that will give us some weekly misting and sanitation to

make sure the area is sanitized. We do it weekly para maensure nato nga

ang atong area kay limpyo, so costly but for the guest we will never

compromise.

(Empathize the guest, the secret in the hospitality is to anticipate the

guests’ needs. So now, we have room snacks being offered, we did not put

the others to the rooms, and if they get hungry, they can buy in the front

office some chips and everything so that 24 hours is our service.

We have front office team in the evening, anytime they can call, there is

someone who can really answer. So care not know, empathize on the guest,

focus on the guests experience and everything follows. Then the integrity of

the guests should also trust us because our hygiene and sanitation… the

guest can see that if we compromise on that one, we don’t know the

particular effects soon. So even without guests looking at you, our desire is

to clean the room to sanitize everything, we have some bio free that will give

us some weekly misting and sanitation to make sure the area is sanitized. We

do it weekly to ensure that the area is clean, so costly but for the guest we

will never compromise.)

 113

Since we already have this required or mandatory vaccination gikan

sa national, right now most of the colleagues are almost reaching 100% na

sa mga staff na vaccinated na tanan, because again we are complying with

the safe travel compliance nga taas kaayo then ang atong mga employee kay

dili vaccinated, it is defeating the purpose. But we are very thankful even

though we know naa silay lain-lain nga mgaopinions, nisuppport jud sila sa

Durhan nga magpavaccine. I’m so grateful pud for the owners nga

nisupport sila and even give additional gifts sa mga nagpavaccine pud.

What we really aim for is if we offer for proper safety firi then among staff is

walay vaccine diri wala ra japoy purpose. Mao to ako dayoy niuna bisag

pinakatuslakan raba ko ug dagom so niuna nalang jud ko, kay we need to

lead by example. The reason whyt I’m herem, I believe there’s a big purpose

pud sa Ginoo nganong naa ko diri so I just foillow unsay calling sa Ginoo

nganong naa sad ko ngari. The thing that happens diri is not my decision,

it’s God’s will nganong naa ko diri. If I want achievement, wala ko diri, but

since fulfillment man atong tabang sa mga taw naa ta diri.

(Since we already have this required or mandatory vaccination

coming from the national, right now most of the colleagues are almost

reaching 100% that almost of our staff are vaccinated because again we are

complying with the safe travel compliance that is super long then our
 114

employee if not vaccinated, it is defeating the purpose. But we are very

thankful even though we know that they have different opinions, they

supported Durhans to be vaccinated. I’m so grateful for the owners too that

they supported and even give additional gifts to those vaccinated. What we

really aim for is if we offer for proper safety there then our staff is not

vaccinated, then there is no more purpose. So I did first even though I am

afraid of injections but we need to lead by example. The reason why I’m

here, I believe there’s a big purpose why God put me here so I just follow

with the calling of Go and why I am here. The thing that happens here is not

my decision, it’s God’s will why I am here. If I want achievement, I am not

here, but since fulfillment is what we want through helping.)

Informant 4 also discussed their mechanisms.

Through posting sa social media, kay naa baya mi facebook page sa

Therrish dayon naa sad mi ato vlogger diri nga foreigner man guro to nga

nianhi siya ngari nga nagvlog sya sa Therrish. Then ako sad, nagvlog vlog

sad raba ko ato. Oh, naa na. Di pa kaayo active, arun makaattract ug more

guests. Nya services sad, kung nindot ang service sa isa ka resort, o mas

mudaghan jud ang guests ngari, ay mao ni sila, mao ni ang services ngari,

ay buotan ang mga employee ug mga staff, so muari gyud na siya kay ang

katong guests na muari, musulti man sad to sila sa ilang mga friends. Yes
 115

ma’am, dili kaayo improved ma’am kay ang uban newly ra baya to, bag-o

rasad wala pa kaadapt sa kung unsa ang angay buhaton unsay angay dili,

nya so kami anad man mi. Ay di niari na sila ato, naa na sila diri atong pag

pandemic… oh US sila based. Teamwork ma’am, dapat magcooperate baya

jud, nya dapat ili mag away, smile lang every day. Yes ma’am, freely nya

buotan sad raba sila, gitagaan mi nila ug bugas kay lisod kaayo ang

panahon.

(Through posting in social media since we have Facebook page in

Therrish then we also have vlogger here, a foreign one who went here to

have a vlog in Therrish. Then me, too. I did vlogging, too. Yes, there is. Not

really active to entice more on guests. Then the services, if the service of the

resort is nice, more guests will come here. The services are like this, these

are their services, the employees are kind and staff, so they come here then

the other guests will share it to their friends, Yes ma’am, not really improved

ma’am since others are new, still not adapting if what’s the best thing to do,

so us, we are used to on that. They already went here, they went here during

pandemic… Yes, they’re US-based. Teamwork ma’am then needs

cooperation then no conflict, just smile every day. Yes ma’am, we’re free,

then they are kind, they gave us rice since it’s difficult these days.)
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Kuan lang mi ay, sa giingun lang namo sa tag-iya ato nga ampo lang

ta nga maokay na ang pandemic nga wala nay positive cases sa COVID 19

kay mao baya nay sa lungsod ug n aay positive, dili baya muallow ang uban

resort. Yes ma’am, dili man mi kadali-dali ug oerate kung wala pato ang

mga certification. Kuan ma’am, naa name chef nga bag-o, pwede na

international foods.

(We just, we tell it to the owner that we just have to pray that

everything will be okay in this pandemic that there will be no positive cases

in COVID 19. It is what happened also in other areas that there is positive

case, other resorts will not allow. Yes, ma’am, we cannot operate instantly if

we don’t have the certification. Then we have new chef and we already have

international foods.)

Informant 5 also illustrates their various migitating measures.

Kuan ma’am murag ang sa protocols lang ma’m kay kita magbantay

na gani. Pero sa kuan ma’am, before magkuan musud dira, magkuan jud mi

anang temperature check kay ngano, mao man gyud na ang kuan. Wala man

ma’am (kasuway ug taas na temp). Oo ing-ana sad guro pud, kay wala

paman sad mi kaexperience. Nya pag uso anang vaccine vaccine, atong

tyma, wala pami vaccine, vaccinated name tanan. Nya naa mi kauban sa
 117

una nga nihawa kay dili man sila pavaccine ba, mao to gikuan nalang sad

ni sir. Oo, kay vaccinated man sad sila, pero didto na to sila sa gawas

navaccinan ato. Paglarga nila, murag wala pa kaayo nang mga vaccine ba,

kato pang swab test, antigen. Pero katong wala pami vaccine, pamalitan

gyud mi ni ma’am atong kana ganing air purifier – giprovidean gyud mi kay

kami baya sigeg atubang, nya gitagaan mi niya ug vitamins. Yes ma’am, kay

diri paman to si ma’am, naa na ang mga taw, nameet na.

(I think ma’am the protocols that we need to be careful. But in others

ma’am, before you enter, we have to the temperature check and that’s the

protocol. We never see guests having high temperature. Yes, it’s like that

since we still did not experience. When vaccine became known at that time,

we have no vaccine, but now, we are already vaccinated. We have co-

workers not to have the vaccine so our head allowed them to end the

contract. Yes, they are already vaccinated but in the other country. When

they travel, vaccine, swab test and antigen were not really much needed at

that time. But when the time that we are not vaccinated, the owner bought us

air purifier, they provided us since we always meet random people then they

gave us also vitamins. Yes ma’am, the owner was here, the people were

here, they met.”

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Kuan, before, kuan raman kung naay magpabooking, kay ganahan ra

sad sila diri ba kay dili pa gani pareha anang uban nga strikto kaayo. Nya

mudawat rasad mi anang kana ganing naay muingon nga magpaluto, pero

karun, dili na kaayo mukuan si ma’am ana, nifollow nalang sad mi sa

protocols ma’am ba kay basin kana ilang gipangdala kay nacontaminate ba.

Oo, dili mi mudawat pa ug walk-in ma’am, nya kuan sad, ang Tabuelan sad

kay strikto sad. Nya ang kaning resort sa Therrish, accredited naman ni sya,

kanang naa nay COC ug naa nay compliance ba. Mao nang ug naay

magpabooking sa amoa, muana man gyud na nga booking confirmation nya

unsa nga pamaagi, mao to adto nami muconfirm sa facebook page. Then if

mag-ask ang katong sa borders, pwede ra kato ipakita, kay sa Therrish mi,

okay naman mi. Nya ana nga time gani, katong kuan pa ang COVID, ang

kanang mga taga Tabuelan, mga police, mga taga LGU, magrandom

inspection gyud na sila namo diri di gyud na sila pahibaw na arun macheck

kung nifollow ba mi ug protocols. Mao to dawat mi, gikuan nalang gani na

namo ang rooms, like 6 persons, gialternate nalang na namo ang rooms kay

50% ra baya to ang rooms. Okay ra, pero follow gihapon mi sa protocols ug

sa head capacity sa rooms. Customized raman ning amoa gud. Oo, kay kuan

pa baya to bag-o pa ba, nihit pa ba, dili pa kaayo known gani, ientertain
 119

gyud na. nah reservation gyud kay mao man sad na ang giingun gud sa

LGU kay bawal ang walk-in.

(I think before if there’s a booking then they just like it, not the same

from others that they are so strict. Then we also accept like those who

request for food but now, mam will not allow us, we just follow the

protocols since it is possible that the food they brought will be contaminated.

Yes, we accept walk-in mam then also, Tabuelan is strict. Then the Therrish

resort is accredited then there is COC and compliance, too. So, when

someone booked here, booking confirmation first then that’s it, we

confirmed it through Facebook page. Then if they asked about borders, it is

okay to let the confirmation see since Therrish is already okay. That time

also, when COVID still rising, the Tabuelan, the police, the LGU will have

random inspection to make sure that we are following protocols. So that’s it,

we maximize our rooms, like 6 persons, we alternate it since we need to

follow 50%. It’s okay but we have to follow protocols and head capacity in

one room. We are customized here. Yes, it is still new, not yet known, we

entertain it. It should have reservation since it is what the LGU says that

walk-ins are not allowed.)

Furthermore, Informant 6 freely expressed.

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Nya weekdays nakasuway sad mi nga wla gyuy guests, ug naa man

gani guests kay tinagsa. Karun murag everyday masudlan-sudlan name kay

nagpromo man gud sila, gistrategy nalang na niya. Karun ra sad tawn na

niya na-idea ba. Sa Facebook page, si ma’am jud mismo, siya man gani

nagboost gyud ana. Pero before ma’am, nagkuan mana sya, kanang naa

may muanhi diri, kanang makadungog ra sad sya sa uban ba, kana ganing

sa sugbo.ph, giari pud na sya kay murag niinquire sad sya ana aba. Kay

kanang (idk sa nadungog) sa una kay mas nauna pa baya na niya, nya naay

nakaingun niya nga Sugbo.ph mao to nikuan pud sya. Oo nya naa say uban

diri nga mga foreigner nga kanang givlog gani, nya naa sad syay mga

friends pud nga kung muanhi diri kay magvlog pud. Before pana ang

COVID, wala pay covid guro kay gikuan nana sya sa sugbo.

(Then weekdays, we also experienced having no guests and if there

are guests, its individual. I think we have guests every day since they have

promos as strategy. We just have this idea now. In our Facebook page, the

owner was the one who work on it, she even boosted the page. But before

ma’am, someone came here, she heard it like about sugbo.ph, somebody

came here and she inquired about it. From the past, someone said that then

she agreed to have Sugbo.ph. Yes, there are also foreigners here who did
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vlog and he has friends who came here who did vlog, too. That is before

COVID, I think it is already in sugbo.ph before COVID.)

Mas okay-okay ra sad, pero sa una kay naa ra sad gyud toy taw sa

wala pay COVID pero sa wala oay COVID kay mas nanaghan nuon. Di kay

ang mga taw man gud kay ganahan na musuroy diri ba kay sa city gani kay

sa time sa COVID kay murag need niola nga mkakagawas sila ba maong

naa sila diri. Makita sad nila nga ang diri, kana bang mura ila sang

iexperiene ba nga musuway sila ug ari diri samot nga nakita nila didto nya

ang maravilla kay nisikat na baya. Mga ing-ana gyud ma’am kay naa man

say mangutana ug unsay sakyan, gikan sa city, mangutana sila pila ka hours

gikan sa city. Nya kay naa man sad mi page, ingnun namo sila ug unsay

sakyan, nya sayon nalang sad ni tultulon ni diri kay naa may dako nasad

nga signage sa gawas. Naa naman gani na ngara nga landmark, sa uban

sad nga mga resort ma’am kay naa sad raba’y uban sang mga resort sad

ngara, kanang mga ginagmay ngara ba. No need na sad nga kuan kay

nahug naman lang sad na nga advertisement na ang signange gud.

(It is pretty better but before, we have guests before COVID but now

in COVID times, our guests increased. I think because the people prefer to

travel here because in the city in the times of COVID, they need time to go

out and relax. That is why they are here. They can see here that feeling to
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experience here and especiall here since Maravilla is known. I think this is

just like this ma’am since there are people who asked about the travel

concerns from here to the city, the hours and the like. Since we have page

too, we tell them what type of vehicle they need to ride and guide them and

since we have signage outside, they can instantly check it. We already have

the landmarks and other resorts have too, like the mini ones. There is no

need to have it since the signage is a form of advertisement.)

Kana sila, kung ganahan sila adto kay manakay ra sila diha ug mga

motor, naa ray tricycle. Naa ra sad mi menu ma’am, nya mag corkage mi

ma’am if ganahan sila magdala ug ilaha, let’s say makasave-save sila, kay

basin sa amoa rabang kuan maski good for 3 person basin mmahalan ra

sila ba. Nya magcorkage mi ma’am, maskin amoa silang kuhaon nya usa

ray nagpabook sa ilaha, 500 ra nana, dili nalang namo iitemize. Let’s say

daghan silag dala, nya daghan kaayog mga namiss, pangbasura ra jud na

kay kuhaon raba na ang basura every weekends. Kay pangbasura nalang

jud na, kay wala sad rabay mukuha ana kung di namo tagaan, kay daghan

baya amoang basura, labi na ug daghan nang guests. Sa LGU man guro na

ma’am, nya tagaan sad na sila ug panggasolina maong maninguha sad na

sila ug kuha. Follow gyud mi ug kuan ma’am, kay si ma’am man gyud

unang nakaopen diri, kay abtik man sya nagkuan ug kanang COC,
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compliance ma’am nya accreditation sa DOT, accredited nani sa DOT. Nya

pila lang ka resort diri sa Tabuelan ang DOT accredited. Yes ma’am apil

gyud.

(Those people, if they like, they just do the commute by riding

motorcycle, there is also tricycle. We also have menu ma’am, then we have

corkage if they will bring their own food, let’s say they can save or maybe

they find it expensive like good for 3 persons. We have corkage ma’am and

even they booked only one, they just only pay 500 and we will not itemize.

Let’s say they brought a lot then they missed many, will just get the waste

since the collection is every weekend. That is for the wastes since no one

does to get it if we will not provide, we have lots of trash especially coming

from the guests. I think that’s from LGU ma’am since they are provided

with gasoline so they are determine to get it. We follow protocols ma’am

since the owners who started to open it then she’s very active in COC,

compliance and accreditation in DOT, we are accredited in DOT. Many of

the resorts here in Tabuelan are not DOT accredited. Yes, included ma’am.”

Analysis of Data
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The COVID-19 Pandemic has caused a lot of disruptions and

disturbances in the business world, with hotels and resorts being particularly

impacted. In response, business owners and operators with staff are working

together to execute drastic responses to lessen the impact of the virus and

create strategies and migitating measures to correspond business loss.

The challenges created by COVID-19 impact almost every part of a

hotel’s operations, from room occupancy levels and staffing plans, to food

and beverage provisioning. The pandemic has the potential to have far-

reaching effects on the industry, long past the lifting of travel restrictions

and regional lockdowns (Thorn, 2020).

Based on the responses, major themes and sub-themes are emerged

out of the qualitative enquiry.

Cost-cutting Measures, Retain, & Others

The tourism & leisure and even in hospitality industry has faced the

COVID-19 thought-provoking impacts which among the most dented global

industries. Business operational activities in resorts have greatly affected

too, businesses have to stop and continues if only allowed by the

government. Most of the employees have just to stay at home, some needs to

stop and some still hopes to be back.

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Some business operators and owners were forced to lay-off employees

and reduce the number of hours in working.

Nakuhaan ang mga employee, wala sya nagtaktak bale naminimal ilang duty.

Kay magdepende naman lang sa number of guests, kay naa may time na lockdown –

Informant 1

Some are forced to reduce the number of employees during the

COVID-19 pandemic and other businesses prefer to retain their employees

despite the difficulties since they feel pity on their workers. Gautam (2021)

reveals that a significant number of workers in the sector have lost their jobs.

Wala gyud ma’am, gisacrifice gyud namo kay malooy ka walay pagkaon. Wala

koy gitaktak, ang uban ang sa Therrish shifting sila, pero ang diri wala. Wala ko

nagshifting diri, nag garden mi dira. - Informant 4

But when the government started to allow the operations, some resorts

started to continue with the operations and even added new employees as

they mentioned that there is a sense of magic that COVID-19 brings to their

lives.

Transitions of Government Regulations

Governments all over the world have implemented measures to

manage and control the transmission of COVID-19 virus. At some point,

some of these meausres are found to be effective. However, these measures

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being implemented like lockdown have caused disruption of the business

operations in the resorts.

The discourse below presents the informant’s disheartenment to the

unpredictable decisions made by the government.

Dili ing-anaon kay nakapamalit na gud mi ug mga karne nga ipakaon

namo sa guests, mao to nasuklan. Gitiwas na nakong booking, nya
pagkahuman ato sirado gyud. Another one month napud karung sirado, kay
mapuslan one month mang lockdown. - Informant 5
Besides, one of the informants argued on the unjustifiable decisions

made by the government and even questioned on the lack of communication

executed.

…Pero mahadlok man sad mii kay strikto mani among…. Oo, labaw
pana diha (complie with the requirement). Katong automatic closure, wla
silay notice or something letter para close, automatic close. Automatic, wala
gyud sila nangutana namong mga resort owner, ug kami naa ba mi mga
bookings, or naa mi mga reservations, wala mao tong giusa… - Informant 4
Additionally, the government decision on the 50% occupancy have

afflicted to the resorts’ operations, but still, they have to follow as this

protocol mandated encourages in helping the transmission of COVID-19

virus.

Occupancy wise, kanang girequire na 50% occupancy or unsa, kaluy-

an sa Ginoo, amoa gyud nang makuan, actually sayangan sad mi since we
follow the protocol but daghan pajud untang mustay. – Informant 2
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This travel transition of government regulations does not only exist in

Cebu, but also, in different places and other countries. With these

inconsistenices and unexpected happenings does not only affect employees,

but also to business ownwers and the economy. Guatan (2021) writes that

due to lockdown and travel restriction measures, the tourism sector’s

employers as well as an employee, are in jeopardy. Furthermore, this

unprecedented situation is prevailing not only in India but also around the

world.

Financial Challenges

One of the business challenges faced by the business owners are the

financial concerns. Sadly, resorts’ income was greatly affected during

COVID-19 pandemic. Business owners have difficult decisions in how to

survive with the vast trials experienced. Not only the business owners, but

employees as well.

Because of the changing regulations made by the government,

operations are affected.

The response below indicates not only financial encounters, but also

waste of time and efforts.

Nya pagkahuman kay kalit kalit man gyud na open ra sad dayon, nagkumpra
nasad ug balik kay unsaon man nga pag ingun nga close gyud, automatic gibaligya man
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kaysa sa mangalata labi na katong mga hinog na, mga gulay, mga foods, so kailangan…
Informant 3

Also, in terms of bookings, there are instances the resort’s revenue

needs to be sacrificed since most of the bookings were cancelled and needs

to be refunded. It is revealed that business operators were concerned on the

side of the guests as financial needs to be ready as COVID-19 issues is

rising.

…Mao to nga dapat ato jung marefund ang money tungod kay nahadlok sila kay
tungod lagi sa border controls, hadlok napud sila kay basin ug maglockdown, so
ang akong gihunahuna is basin magamit sad to nila ang money for emergency
use, so I sacrificed the resort’s evenue… - Informant 3

The informants admitted that they provide full refund and no service

charge deducted to the guests.

Ang uban, narefundan gyud sila, wala gyud mi laing choice. Wala gyud (nakuha
nga service charge) kay mura man to sya ug emergency gyud, di man to sala. –
Informant 2

Furthermore, employees were concerned as they face another

financial struggles. Since there are no operations, no income, too.

Employees are forced to stop for days.

Without pay gyud mi tanan ato, nya pagbalik na namo, mao to nga balik nasad
mi ato, so katung mga nangabook na namo kay ang uban cancel man to tanan, kay
kasabot ra sad among guests so tawag balik. – Informant 1

Informants unveil their struggles in financial and even share sad

stories on the possibilities and current situation.

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Ahh, number one ang financial kay wala man gipasudlan gyud, as in close gyud. Way

income, puros nalang bayad sa kuryente, tubig, trabahante. Wala gyud as in zero kay

wala pasudli kay strict lagi, tanan tanan gyud ato wala pasudli. - Informant 4

Travel Risk and Management Perception

Rahman, Gazi, Bhuiyan & Rahaman (2021) defines Travel risk and

management perception as an evaluation of a situation concerning the risk to

make travel decisions in destination. Many of the guests in the resorts share

their concerns as to how and what if’s relating to lockdown because of the

increased cased of COVID-19.

The statement below presents how the guests change their decisions

due to the fact of the restrictions in different areas. The travel behavior of

people changes at the individual level due to the Covid-19 pandemic in the

globe (Rahman et al., 2021).

…Then upon sa ilang day sa pagtravel kay muingon nga “Hala icancel lang namo kay
nakuan mi sa checkpoint dinhi then today lang nakuan” and then kanang dili makuan ba
kay mga immediate gani nga kuan miss mga ing-ana. – Informant 1

Also, the perception of the business operators exposes their caress and

comfort to their guests and of course, theirselves, too. This shows that the

travel risk and managemenet perception affects on operational deliveries and

safety measures.
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…For me the challenges that we have faced is the safety for the traveling. Mao jd na
among pinakachallenge kay poagsud nako ngari, wala pajud na ang compliance, but
when we have the DOT certificate for compliance, mao najud na nga wala mi=
nagcompromise anang safety.. - Informant 2

Along with the business encounters are the drastric responses made by

the business people to continue and improve their business operations.

Several themes exposed from the analysis of the interviews.

Numerous strategies and migitating measures that business operators

did in order to improve and sustain their business operations. These business

plans and activities are deemed necessary as it add a critical element of one’s

business. Moreover, it is an opportunity to look and create innovations and

new ways that are applicable in this pandemic situation.

Media Influence

Social media for business is no longer an optional. It's now an

essential way to reach your customers, gain valuable insights, and grow your

brand (McLachlan & Newberry, 2021).

The positive impact of brought by various media accocunts such as

Facebook, Vlogging, Word-of-mouth marketing and non-digital signage

have enormously led to big influence to the resorts in Tabulean, Cebu.

Ambassador says 71% of consumers who have had a good social media

service experience with a brand are likely to recommend it to others. This

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shows the importance of social media in businesses. In order to maintain a

competitive pace, businesses are bound to leverage popular social media

platforms (Bhattacharya, 2021). Conlin (2021) mentions that the Facebook is

the largest and most recognized social media network, which makes it an

excellent entry point for businesses looking to develop their social media

strategy.

It is divulged that business operators in the resorts used Facebook as

their strategy in promoting their activities and events in resort. Posting and

sharing it to Facebook is a best way to entice more guests.

Karun ra sad tawn na niya na-idea ba. Sa Facebook page, si ma’am jud mismo,
siya man gani nagboost gyud ana - Informant 6

Moreover, a Facebook page has many potential benefits for your

business. While some of these benefits are similar to having a website, a

number are unique to Facebook (Queensland Government).

Right now, we only have Facebook page and Instagram, so wala pami website.
They taught me how to promote especially in picture graphics. Kay ngano, number one
man gud nga gipromote ni sir Carl is ang Facebook page, kay mao man gyud na ang, not
only the local but kita man gyud tanan taw mostly nagsige na ug Facebook so makareach
ra ug bisag kinsa nga kliyente. -– Informant 1

Above statement presents how effective and useful it is to have

Facebook as means of sharing and spreading business products and

activities.
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Through posting sa social media, kay naa baya mi facebook page sa Therrish
dayon naa sad mi ato vlogger diri nga foreigner man guro to nga nianhi siya ngari nga
nagvlog sya sa Therrish. - Informant 4

Aside from Facebook page, two of the resorts shared that some of

their guests were vloggers. For them, it gives also an opportunity for their

businesses to be exposed and known by other people.

One of the statements below is an evident:

Our marketing team is nag invite sila ug vloggers then consisting ang among…
Naay local, naay taga Tuburan, then mostly is mga vloggers from city. – Informant 2

Rybaczewska, Chesire & Sparks (2020) observes that specific brand

endorsements and experiences, depending on the vloggers’ context, leading

to both positive and negative feedback. This interaction and the consistently

positive perception of reasons behind the vloggers’ choice of the endorsed

brands underpin the credibility of the vloggers – viewers/subscribers’

relationship. It shows not only the significance of vloggers as brand

influencers, providing their audiences information perceived as trustworthy

and convincing in terms of purchase recommendations but also explore the

factors affecting this process.

Futheremore, other peoples’ experiences and thoughts about products

are an important source of information for many consumers. They can both
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be more relatable, since they’re written from a user perspective, and more

trustworthy, since they represent independent voices (Kavanagh, 2018).

The word-of-mouth recommendations come from sources, such asa

family, friends, relatives and etc. From their experiences, they are able to

share either negative or positive and either both. Kavanagh (2018) claims

that the word of mouth has the rare trait of being able to increase brand

loyalty; a study from the Wharton School of Business found that referred

customers are between 16% to 24% more loyal on average. Data reveals that

WOM is the fourth most-cited source for brand discovery among global internet

users, behind search engines and ads seen on online or on TV.

In informants’ encounters, they exposed that the word-of-mouth has

helped them to share their operations and services in their resort.

…muari gyud na siya kay ang katong guests na muari, musulti man sad to sila sa ilang
mga friends. - Informant 4

Another way of conveying important reminders, promotions and

advertising is the the impact of non-digital signage. It does not only function

as part of advertising, but also helping and guiding them to locate their area.

Then, naa say impact ang pagbutang namo ug signage sa highway since sudlonon man
sya from the highway tho, makaingun ta nga duol ra gyud. Dili man gud sya Makita sa
highway maong dako sad sya nga benefit ang kuan ang atong signage ngadto sa highway
para along the way makakita sila nga ahh naa nami diri – guided sila miss ba. -
Informant 5
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Most of people are using social media to engage with brands. In

fact, HootSuite found that 52% of online brand discovery happens in public

social feeds. The impact of social media on businesses is almost

immeasurable. Social media is a fast, inexpensive way for you to reach your

potential customers. Having the right social media strategies can help you

grow your business and your online reputation (Zamary, 2020).

Improved Services

Providing excellent services in the resorts can potentially provide

abundant benefits. It becomes one of the most highlighted considerations in

visiting a resort where it gives more than a satiscation. Nneoma & Uwabor

(2021) agrees that the quality of service is improved in resort hotels

enhances customer satisfaction. Also, the level of awareness towards the

importance and benefits of service quality will put managers of resort hotels

to be up and doing to increase customer satisfaction, retention and loyalty.

Thus, the top priority given by the resorts is excellent services as it

gives customers’ satisfaction and happiness.

Service is the first upgrade then follow na nalang na ang facilities and amenities, kay
gifollow man nako ang akong experience sa hotel – Informant 3

Such constant improvement of services does not only attract

customers, but also keeping the customers in the long run. As business staff
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and operators admits that guests will do revisit because they find enjoyment

and satisfaction of the services provided.

So, diria we will not give for food and accommodation but we will give them
experience especially for the service kay lahi jud ang service kay ug mga rooms lang ug
food, pwede baya ta makacompare sa other nga restaurants diba but sa service actually
is lahi jud sya kung ihatag sa Durhans. – Informant 1

Strategic Response

As COVID-19 pandemic disturbs the business operations in the

resorts. Business owners and operators work and shared together to fully

create and implement strategic responses that helps and improves business.

Various strategic responses are made in order to be more equipped and

responsive.

The following subthemes under strategic response are training for

employees, proper planning, health measures, promotions and

restructuring.

Training for Employees

After lockdown, the operations in the resorts started to slowly

operate and make strategic responses to improve their operations. One

of the initiatives executed is the employees’ development and training

programs that informs and provides awareness of all the involved

persons in dealing with guests in a pandemic situation.

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…Fortunately, the trainings has positive impact for me especially for the
learnings because there are a lot of learning. They helped me on
promoting the resort… – Informant 1

The report above demonstrates the importance of having

training in an organization. Training is important because it represents

a good opportunity for employees to grow their knowledge base and

improve their job skills to become more effective in the workplace.

Despite the cost of training for employees, the return on investment is

immense if it is consistent (Indeed Editorial Team, 2021).

Proper Planning

Planning in business is essential to success. When a company

has a planning process and a plan to follow, leaders are better

equipped to prepare for the future (Contributor, 2020). It helps an

organization chart a course for the achievement of its goals. The

process begins with reviewing the current operations of the

organization and identifying what needs to be improved

operationally in the upcoming year (Hill, 2019).

As discovered below, the strategy of 3 months promotions

before it will be shared is a contributing factor in improving business

as this presents preparedness. At the same time, it even possibly

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catches customers on how a certain resort carried their activities and

events.

…Three months promotion nga forecast, naa jud mi ana. So for example
this December, so before muend ang December, we have the three months
forecast for the next three months. So kailangan naa nami promotions
ana. Ing-ana jud mi kay masuko si sir carl ug wala mi three months nga
promotion... - Informant 1

Also, Informant 1 adds that collaboration and unity contribute a

significant effect.

…Kay kami man gud sa sales, kami ang mangayo na ug naa mi mga
format nga unsay mga plans ninyo nga for the three months, ilaha nang
ihatag, kami ang mudouble check from the sales and then if maapprove,
mao nana, mugo nana ang mga paperwork also for the graphic because
we have a graphic also – graphic artists… Informant 1

Health measures

The last few months have seen tremendous change as hotels,

serviced apartments, and resorts implement measures focused on

hygiene to reassure employees and guests that it’s safe to return.

Sanitisation stations, unmanned reception areas and COVID-crushing

cleaning are the new norms, while familiar features like key cards,

breakfast buffets and cash are confined to history (Rentokil, 2022).

Below are evidentof how the operators and staff strictly

followed the protocols made by the government:

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Informant 1 mentioned on how they encourage their workers to

have vaccinated.

…Also, we are pushing our staff here with the vaccination, nagpush jud
mi nga kailangan vaccinated ang mga employees.. – Informant 1

Informant 2 claimed that they comply the certificate of

compliance as this part of the accreditation in DOT.

…We really followed the protocol na required sa government, that’s why

we really have certificate of compliance from the DOT... – Informant 2

The Informant 5 shared that the resort made a customized way

in order to follow the 50% occupancy.

…50% ra baya to ang rooms. Okay ra, pero follow gihapon mi sa

protocols ug sa head capacity sa rooms. Customized raman ning amoa gud… -
Informant 5

Promotions
Mishra (2015) writes that Promotion is a key element in putting

across the benefits of your product or service to the customers. Well-

designed marketing and promotional strategies ensure long-term

success, bring in more customers and ensure profitability for

businesses. Sales (2015) adds that Promotion allows businesses to

reach out to consumers in the most effective way. Promotional

activities can be carried out using various forms of media, by applying

different marketing strategies to capture customers’ attention.

Promotion will communicate the brand’s message to consumer

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through different platforms including television, radio, shopping

outlets, billboards, magazines, and social media.

One best strategy made by one of the resorts si to make a

promotion like flash sale as this attracts to the customers and at the

same time, a way of filling in the vacancy of unbooked rooms.

…So mao na nga at the end of the day, ana igka Tuesday, amoa na dayon
nang tan awn nga sya promotions among gihimo is effective ba sya. So so
far effective man sya, everytime na low mi ug occupancy, flash sale dayon
na diritso. Then sa mga foods, ing-ana. Wala nay labot sa foods (ang sa
flash sale)… - Informant 1

Restructuring, Improving & Adding

One of the highlights too to consider of is the restructuring,

adding and improving resort activities, facilities and equipment as this

adds more excitement and spark to the customers.

…muingon mi nga naa mi additional nga water sports, kay ang uban wala
paman ana naa mi kayak, naa mi puddle board, naa mi jet ski, so naa sad
mi banana boat so mao sad na among ilkakuan ba, ikapanghambog ngari
sa Durhans nga wala pud na sa other nga resorts nga kami pa ang naa
ana karun… - Informant 1

With these emergent ways and measures, businesses start to bounce

back. The value of determination and hard work pays off after all.
 CHAPTER 3
SUMMARY, FINDINGS AND IMPLICATIONS

Summary
This study aims to explore the experiences of resort operators

during the COVID-19 Pandemic in Tabuelan, Cebu.

This study answers the following questions:

1. What are the experiences of the informants during COVID-19

Pandemic in their resort operations?

2. What are the mitigating measures applied by the informants to

improve business operations during COVID-19 Pandemic in their

resorts?

This study utilized a descriptive qualitative method of research using a

researcher-made tool to assess the challenges of resorts in a municipality

amidst the COVID-19 pandemic. A descriptive qualitative method is used

when certain descriptions are desired that focuses on the attributes of what,

where, when, and why of an event or experience.

Findings

Based on the analysis, the following findings are hereby revealed:

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The experiences of the informants during COVID-19 Pandemic in

their resort operations are categorized in major themes: Cost-cutting

Measures, Retain, & Others, Transitions of Government Regulations,

Financial Challenges, Travel Risk and Management Perception. With the

challenges faced by the informants, it encourages and triggers them to look

for better solutions.

The mitigating measures applied by the informants to improve

business operations during COVID-19 Pandemic in their resorts are

positioned into themes and sub-themes. These are Media Influence

(Facebook, Vlogging, Word-of-mouth marketing and non-digital signage),

Improved Services, Strategic Response (training for employees, proper

planning, health measures, promotions) & Restructuring, Improving &

Adding. With these strategies and ways applied, business income started to

bounce back.

Implications for Practice

The implications obtained based on the findings are the following: (1)

Resort owners are advised to work hand-in-hand and be part of the planning

with business operators and all staff as it creates more impactful and

meaningful operations, (2) Individuals must take responsibility such as

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health precautionary measures, unified protocols, and etc. in accordance

with the government regulations as it helps to have improved transactions

and actions, (3) collect and implement these emergent ways and strategies as

this boosts business’ sales and profit, and lastly, (4) create an action plan

that provides management preparedness and awareness for all involved

persons as it prepares them to be more equipped and organized in their

operations.

Implications for Future Studies

It is recommended to think critically and create more strategic

responses in dealing with business operations on challenges and

mananagement. Moreover, having optimistic mindset is not enough, but it

should be combined of authentic actions and faster solutions as this concerns

on the finance and sustainability of businesses. With this, it gives light and

hope to the future researchers and indidivuals which makes them more ready

to battle in a pandemic situation.

143
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 APPENDICES

Appendix A

Transmittal letter
 149

Appendix B

Research Instrument

INTERVIEW GUIDE

Good day Ma’am/Sir!

I am RAISIE MARY GALE OLIVO. I am a College Instructor at

Cebu Technological University – Tuburan Campus teaching Hospitality
Management subjects. Other than teaching, I am currently a student in the
University of Cebu – Main Campus Graduate School taking up Masters of
Science in Hotel and Restaurant Management. As part of the requirement for
graduation of the course, I need to conduct a research that is related to Hotel
and Restaurant Management.

My research is entitled “Challenges of Resorts in a Municipality

Amidst the COVID 19 Pandemic.”

In the light of this, I am asking your kind help in my research. The

responses that you will provide me with is extremely crucial to me.
However, I assure you that all your responses will be treated with utmost
confidentiality. In addition, I will not use any of your name or your business.
Your names will be used and again all your responses will be treated
confidentially.

1. What are the informants’ different challenges that you encounter in

running the resort during the COVID 19 Pandemic?
 150

a.

b.

c.

d.

2. What are the informants’ mitigating measures to counter act the

effects of the COVID 19 Pandemic in their Resort?

a.

b.

c.

d.
 151

Appendix C

Location Map

Municipality of Tabuelan, Cebu, Philippines

 CURRICULUM VITAE

Name: Raisie Mary Gale P. Olivo 2x2

Address: Matnog, Putat, Tuburan, Cebu
Email: raisiemgolivo@gmail.com PHOTO
Contact Number: 09062414394

OBJECTIVE:

To seek a deserving profile of an esteemed institution, where I can deliver and continuously
improve my expertise and innovative skills, while maintaining the integrity and work ethics
of the working environment, thereby maintaining the reputation of the organization.

PERSONAL DATA:

Date of Birth: January 7, 1996

Place of birth: Cebu City
Age: 25 years old
Gender: Female
Height: 5”0’
Weight: 54 kg.
Civil status: Single
Religion: Roman Catholic
Nationality: Filipino
Language Spoken: Cebuano, Tagalog and English
Skills: Baking and Cooking Skills, Food and Beverage Services, Computer
Literate and Good Managing Skills

EDUCATIONAL ATTAINMENT:

Awards and Recognition:

▪ Graduated as Magna Cum Laude

Bachelors of Science in Hospitality Management
Academic Year 2015-2016

▪ Recognized as Top 1 within the entire university

Academic Year 2014-2016 and;
Academic Year 2015-2016
 153

▪ Graduated as Class Salutatorian

Elementary Level A.Y. 2007-2008

GRADUATE STUDIES:

Master of Science in Hotel and Restaurant Management

Enrolled on June 2019 – 33 units
University of Cebu – Main Campus
Osmeña Blvd. cor. Sanciangko St.
Cebu City 6000

Diploma in Professional Education – 18 units

2017-2018
Cebu Technological University – Main Campus
MJ Cuenco, Cebu City 6000

TERTIARY LEVEL:

Bachelors of Science in Hospitality Management

2012-2016
Cebu Technological University – Tuburan Campus
Brgy. 8, Tuburan, Cebu 6043

SECONDARY LEVEL:

2008-2012
Cebu Technological University - Tuburan Campus
Brgy. 8, Tuburan, Cebu 6043

ELEMENTARY LEVEL:

2002 – 2008
Tabuelan Central School
Poblacion, Tabuelan, Cebu

ELEGIBILITY:
Licensed Professional Teacher
March 24, 2019

WORK EXPERIENCE:

CEBU TECHNOLOGICAL UNIVERSITY

Tuburan Campus
Brgy. 8, Tuburan, Cebu
Part Time Instructor
May 6, 2019 – Present
 154

PJH LENDING CORPORATION

Trans-Asia Bldg., MJ Cuenco Corner Avenue, Cebu City, Philippines
Releasing officer / Department Head
April 12, 2107 – July 13, 2018

B.S.O CATERING SERVICES

Matnog, Putat, Tuburan, Cebu
On-call Server
2013 – 2016

Diamond Suites and Residences: On the Job Training (720 Hours)

No. 8 Apitong Cor. Escario Street, Cebu City, Philippines
Food and Beverage Department: Server
November 3, 2015 – February 15, 2016

Crown Regency Hotel and Towers: On the Job Training (360 Hours)
Osmeña Boulevard, Cebu City, Philippines
Food and Beverage Department: Server
Housekeeping Department: Housekeeper
April 23 – May 28, 2015

CERTIFICATES AND TRAINING ATTENDED:

Seminar on Total Quality Management

Cebu Technological University – Tuburan Campus
Tuburan, Cebu, Philippines
March 10, 2020

Seminar on Passion for Teaching

Cebu Technological University – Tuburan Campus
Tuburan, Cebu, Philippines
November 27, 2019

REFERENCES:
ATTY. SARAH JANE NENGASCA
Attorney-at-law
Kho Nengasca Ocupe Pelayo Law Firm
Mabolo Royal Hotel, Cebu City, Philipines
(09155553132)

MR. FRECHIE MARK CAJILLA

Human Resource
Pjh Lending Corporation
Trans-Asia Bldg., MJ Cuenco Corner Avenue, Cebu City, Philippines
 155

(09171767293)