Practical Research
Practical Research
A Study on Key Factors Affecting the Degree of Job Satisfaction of Food and Beverage
in Selected Hotels in General Santos City
PRACTICAL RESEARCH 2
By:
Grade 12-Tour Guiding A
2018
CHAPTER I
The Problem and It’s Setting
Introduction
Tourism involves the short term movement of people to destinations outside the
places where they normally live and work. It also involves the activities of people,
referred to as tourists or visitors, during their visit to these destinations and the facilities
and services patronized during their stay. (Bahamas Ministry of Tourism, 2019)
Despite the pressing, controversial issues hounding the sector, local travel and
tourism remained a bright spot for the Philippine economy and the real estate industry.
In 2017, the travel and tourism sector contributed a total of P3.35 trillion to the
Philippine economy, accounting for about 21 percent of the country’s gross domestic
product (GDP), according to the latest report from the World Travel and Tourism
Council (WTTC). (Remo, 2018)
Food and Beverage Servers are customers service professionals that work for
restaurants, cocktail bars and other establishment. In addition to serving food and
drinks, Food and Beverage Servers perform task. Such as setting up tables, removing
used dishes and preparing sample dishes. They serve as the main point of contact for
customers. They also responsible for maintaining high quality of food and service, food
costing, managing restaurants, bars, hotels etc. In order to ensure satisfactory service
for all patrons, a food and beverage server performs many different tasks. We analyzed
job listings for Food and Beverage Servers in order to identify these core duties and
responsibilities.
The following are the responsibilities and duties of Food and Beverage Server:
1.) Provide Customer Service 2.) Take orders 3.) Serve food and beverage
4.) Clean and prepare tables 5.) Process payments
Employee Job satisfaction refers to the contentment of the employees with their
work. It means fulfillment of their desires and needs at work. Some factors that in-build
job satisfaction among employees are compensation, workload, perceptions of
management, flexibility, teamwork, resources, etc. Employee job satisfaction is also
used to describe the employees’ happiness, contented, fulfilling their desires and needs
at work. Hotels that provide higher salaries, strong reputation, and benefit-in-kind can
easily retain their employees because the employees become satisfied with their job.
Job satisfaction among the employees arises among one who enjoys the position and
feel rewarded for the successful efforts. Job satisfaction is a factor that motivates
employees, helps in employee goal achievement, and boosts employee morale in the
workplace. An average employee would like to stay in the organization if the employee
is satisfied with the workplace environment. Moreover, the longer an employee works
for a company, the more valuable they are becoming, especially in the service industry.
There should be a friendly atmosphere with a positive image. The employees should be
duly recognized for their performance. (Kiruthiga and Magesh, 2018)
Hence, this study aims to determine the key factor affecting the degree of job
satisfaction of housekeeping personnel in Selected Hotels in General Santos City.
Statement of the Problem
This study endeavored to determine the key factors affecting the degree of job
satisfaction of Housekeeping Personnel in Selected Hotels in General Santos City.
This study focused on the factors affecting the degree of job satisfaction of Food
and Beverage Service in selected hotels of General Santos City. The researchers, will
identify the factors that greatly affect the job satisfaction of Food and Beverage Service
on their job.
This study which focused on key factors affecting the degree of job satisfaction of
Food and Beverage Service in selected Hotels in General Santos City was found to be
significant to the following.
To Hotel Management
It is one way of knowing the job satisfaction of their Food and Beverage Service
they would identify the different problems that needs a prior attention especially to the
equipments to be used
This study will help and benefit the future researchers through a comparative
study so that they can take a look of some literature review of the study. This study can
also be their basis in understanding same way studies.
To The Guest
This information in this study will help the guest to be more comfortable to order in
the Restaurant Department. They can also get enough information on how the FB’s
measure implied to the particular hotel.
To the Tour Guiding Students
This study would be beneficial to them, because through this study they will have
knowledge and background about the experiences encountered by the Food and
Beverage Service. They will be having a choice if they would still pursue their tracks in
the future.
Definition of Terms
In the entirety of this paper, some technical terms are used and for the purpose
of clarification and understanding. The researchers have defined the following terms
operationally.
Food and Beverage Service- are customer Servive professional that work for
restaurants
Serve Food and Beverages- It refers for bringing orders from the kitchen to customer
Job Satisfaction- refers to the contentment of the employees with their work, which
means fulfillment of their desires and needs at work.
Factors- this are the independent variable that controls the degree of job satisfaction of
Food and Beverage Service which is the dependent variable of the study.
CHAPTER II
Job Satisfaction
motivated, content & satisfied with his/her job. Job satisfaction happens when an
employee feels he or she is having job stability, career growth and a comfortable work
life balance. This implies that the employee is having satisfaction at job as the work
deliver the best of their capability. Every employee wants a strong career growth
and work life balance at workplace. If an employee feels happy with their company &
work, they look to give back to the company with all their efforts. Job satisfaction is
lethargic, makes mistakes & becomes a burden to the company. (MBASkool, 2008)
Nowadays, compensation and benefits are one of the fastest changing fields in
rewarding employees for increase their job satisfaction and their performance. Here,
compensation refers to all forms of financial return and tangible services and benefits
regard to wages or salary programs; for example, salary ranges for job descriptions,
merit based programs, bonus based programs, commission based programs, long term
or short terms incentives programs, and etc. Besides, employee’s benefit includes the
allowances, income protection, life insurances, life balance, vacation, and etc. Benefits
are forms of value, other than payment, that are provided to the employee in return for
their contribution to the organization, that is, for doing their job. (Essays UK, 2018).
sources to employees for living. Therefore, if the employers give higher salary to their
staff, this will be motivates them to perform well and they will more satisfy with their job.
By doing so, the employees will know that the company is appreciate their contribution
Working Conditions
correlated with higher levels of front-line employee work engagement perceptions. The
employees of both limited- and full-service hotels, the higher the perceived level of front-
by vigor, dedication, and absorption, is enhanced. For service sectors, such as the
hospitality industry, employee work engagement is even more important given the
work engagement and an organization’s bottom line as a result of the direct impact
2016)
Career Opportunities
from jobs in luxury hotels to small establishments to clubs, pubs, restaurants, cafes and
and many establishments are regularly on the lookout for qualified and trained staff.
(Studymix, 2018)
The hotel industry is a crucial part of the hospitality industry with a huge growth
potential in the near future.The demand for hotel management professionals is already
huge and is expected to grow more with the increasing number of hotels being set up in
India and all over the world. Apart from its glamour, a career in hotel management has
become lucrative and exciting, attracting more and more students to opt for it.
Hotel management jobs include multiple skills like food and beverage service,
front office operation,sales and marketing, accounting etc. Many government colleges
and private institutes in India offer certificate, diploma or degree courses in hotel
opportunities. Moreover, with globalization gaining acceptance with more and more
countries, the hotel management industry is truly becoming global. As hotel chain
owners are opening new hotels in various big and small cities, requirement for trained
glamorous careers, hotel management requires professionals who can keep their cool
Most of the hotel management institutes offer merit based concessions on fees to
candidates who come for training. Junior Research Fellowship is offered to those
candidates who are willing to explore their career in academics. Students looking for
external funding can apply for low interest rate loan offered by most of the nationalised
banks like Allahabad Bank, Bank of Baroda, PNB, IDBI, etc. Students of all the hotel
management institutes which are affiliated with AICTE are eligible to get a loan of Rs
7.50 lakh for studying in India and Rs 15 lakh to study outside India. The low interest
rate education loan can be repaid in 5-7 years of duration in equal instalments starting
Hotel management like any other sector is subject to the state of national
economy and global economy. When the economy is doing well jobs come a lot in the
sector. Currently there are more than 2.40 million people working in hotel, catering and
allied industry in India and the number is going to increase in next couple of years as
new hotels are coming up in large numbers in urban and semi-urban areas. Trained
2018)
large hotel with over 500 rooms will have a network of numerous employees serving in
a number of departments while a family run bed and breakfast might employ two or
The current economic, political and cultural domain and society in general is
managers and their teams under the coordination must adapt to these changes and
Positive and strong cultures influence the organization members working together to
benefit of the organization. Organizations that succeed in business are strong cultures
that allow them to easily adapt to the external environment and a sustained
corporate culture through their attitude, which may cause adaptability or inadaptability of
the organizational culture to the external environment. (Pantelescu and Maniu, 2015)
the effective activity of the hotel, and the delivery of services required. Training helps
staffs to develop skills necessary to do their work, especially for the front of the line staff
that comes in direct contact with the customers. Also, the managers have to motivate
the employees helping them deliver quality service. Some of the problems identified by
employees inside the hotel were: lack of training of the hired staff, low investment in
training, the deficiency in the motivation and reward system, overload at work,
infringement procedures and fluctuation of the personnel. The causes that led to these
making and the absence of communication. The solutions generated by the personnel
of the hotel and removing excessive bureaucracy. (Pantelescu and Maniu, 2015)
Conceptual Framework
Compensations and
Benefits
Degree of Job
Working Conditions
Satisfaction of Food
Career Opportunities and Beverage
Service
Organizational Culture
and Climate
Reliability and
Leadership of the
Expertise
Management
Locale of the Study, Research Instrument and Data Gathering Procedure that will be
employed by the researchers in working the study. These processes can be figured out
with the Research Design which can be seen on Figure 2. The researcher method
sampling techniques, data gathering procedures and statistical data treatment are also
Research Design
factors affecting the degree of Job Satisfaction of Food and Beverage Service in
General Santos City. . This study utilized a descriptive survey method of gathering data
method that describes the characteristics of the population or phenomenon that is being
studied. This methodology focuses more on the “what” of the research subject rather
than the “why” of the research subject. This study is undertaken in a non-contrived
setting because the researchers worked on this paper without disturbing normal
activities of the Food and Beverage Service and it didn’t uses any laboratory tools. The
unit of analysis used in treatment of the data is individual, because each individual
personnel who were the respondents of the study were used as the sources of the
because the researchers administered the questionnaire to the personnel in such a way
that they did not interfered with the normal activities in the industry. The time horizon is
cross-sectional because the data are gathered just once in order to answer the research
question.
General Santos City is a highly urbanized city in Socsargen. There are lots of
hotels that was build around the city. Here are some examples, Green Leaf Hotel
located at San Miguel Street near SM General Santos, Sydney Hotel located at
Pendatun Pioneer Avenue, Columbus Hotel located at Champaca Street and many
more hotels.
The respondents of this study are the Food and Beverage Service of selected
hotels in General Santos City they are the one who are in the field of giving services to
clients. This study used the cluster sampling method which is a type of probability
design. In this study, the subjects will be chosen depending on their convenience The
sample size of the study was determined through the use of Sloven’s formula. The total
Instrumentation
questionnaire has two parts, the part 1 which is composed of Personnel profile and the
part 2 is composed of checklist that answers the research questions and statement of
the problem. The questionnaire was constructed by the researchers and validated by
the two research teachers of Irineo L. Santiago National High School of Metro
Dadiangas.
In determining the factors which affects the degree of Job satisfaction of Food
and Beverage Service in selected hotels in General Santos City, the researchers
In gathering of data, the researcher will prepare a signed letter with permission to
conduct the study on the locale of the research. The letter was being signed by the
researchers and was be noted by the adviser and was approved by the principal. This
must be done because formalities are required in conducting the study. After the
approval of the principal the researchers prepared letters for the management of the
hotels who will be affected during the conduct of the survey. After gathering all the
respondents, formal survey proper was conducted. They will be given time to answer
the survey questionnaires. Right after answering the questionnaire the researchers
gathered all the answered questionnaires at one time. The researchers will make sure
The researchers utilized the Frequency Distribution and the Mean as the
statistical treatment to interpret the results of the study. Frequency distribution was used
to determine the responses that will be tabulated to get the common responses of the
subjects. Through getting the mean of the said scores the degree of satisfaction will be
identified.
Factors Influencing the Decisions of Grade 10 Junior High School Students in
Selecting their Senior High School Track
Working Conditions
Location of the Study
Personal Protective
Equipment Selected Hotels in General
Santos City
Work Place
Research Instrumentation
Facilities and Equipment
Structured
Career Opportunities Questionnaire
Https://www.ukkeyssays.com
https://www.alwihdainfo.com/Economy-hotels-The-rising-demand-the-trends-and-the-
challenges_a21366.html
Naresh,N.P.et.,(2015)Employee satisfaction in the Food and Beverage Department at 5
star hotels[online available] http://www.irjcjournals.org/ijmssr/Aug2015/2.pdf
DOLE, (2012) Industry Career Guide: Hotel, Restaurant and Tourism [Online Available]
http://www.ble.dole.gov.ph/downloads/Publications/ICG/ICG-HRM.pdf
Juillet, A., (2015) Economy hotels: The rising demand, the trends and the challenges
[Online Available] https://www.alwihdainfo.com/Economy-hotels-The-rising-demand-the-
trends-and-the-challenges_a21366.html
Remo, A.R (2018) Tourism still a bright spot for PH [Online Available]
https://business.inquirer.net/249613/tourism-still-bright-spot-ph#ixzz5cUInCjD3
Please put a cross (x) in the box that correspond to the answer which applies to you.
Name: _________________________________________________(optional)
Age Gender:
Others________
A. General Direction: Please read each question carefully and answer honestly. Use
the scale below in answering the questions about the Key Factors Affecting the
degree of Job Satisfaction of Food and Beverage Services in Selected Hotels in
General Santos City.
I. Compensation and Benefits Extremely Satisfied Slightly Not
Satisfied Satisfied Satisfied
1. Salary and Wages
2. Health Benefits
3. SSS
4. Philhealth
5. Pag-ibig
6. Other Benefits (Health-card,
Transportation Allowance, etc.)
Pls Specify: __________
II. Working Conditions
1. Personal Protective Equipment
2. Work Place (Ventilation, Light and
etc.)
3. Facilities and Equipment
III. Career Opportunities
1. Training and Seminars
2. Opportunities for Promotion
3. Continuing Professional Development