Soft Skills Perceived by Hospitality Students 1 [PDF]

Zitiervorschau

SOFT SKILLS PERCEIVED BY HOSPITALITY GRADUATES RELEVANT TO EMPLOYABILITY SKILLS

A Research Presented to the Faculty of the College of Hospitality and Tourism Management Gordon College Olongapo City

In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hospitality Management

December 2021 APPROVAL SHEET This Research entitled “SOFT SKILLS PERCEIVED BY HOSPITALITY GRADUATES RELEVANT TO EMPLOYABILITY SKILLS” prepared and submitted by Beverly V. Cinco, Christian Palomata, Ivan Calizoin, Pampo, Alarico Ponce, Jeremy and Tulio, Kyla Nicole D. partial fulfillment of the requirements for the degree of Bachelor of Science in Hospitality and Tourism Management has been examined and is recommended for acceptance for approval for ORAL EXAMINATION.

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Mr. Jason M. Bagason, LPT, MBA Adviser

PANEL OF EXAMINERS Approved by the Committee on Oral Examination with a grade of ____ _________________________________ Chair ________________ Member

__________________ Member

Accepted and approved in partial fulfillment of the requirements for the degree of Bachelor of Science in Hospitality and Tourism Industry. December 2020 Date of Oral Examination

Mark Alvin V. Lazaro, MBA Dean, College of Hospitality and Tourism Management ACKNOWLEDGMENT

The researchers would also like to express their deepest gratitude to Lord God Almighty, whose greatness is beyond description. For His unconditional love and grace to embrace their lives according to His will. For His refuge, promises and assurance that they will pass from no matter what obstacles may come;

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

With all excitement, the researchers also want to express their sincere gratitude to all the people who helped them, especially to: Mr. Jason M. Bagason, their Research Adviser, for his patience, extensive personal and professional guidance, motivation and immense knowledge that he had shared to them. Throughout the journey, he had taught them more than they could ever give him credits for it. Thanking him for his words of encouragement and believing in the influential impact of what this research can do for the improvement of our community despite of all the distress they have caused. Their families, whose love and guidance are with them in whatever they pursue. This study would not have been possible without their emotional, physical, spiritual and financial support; Mr. Mark Alvin V. Lazaro, generous Dean of CHTM, who genuinely participate by letting us to took some photo for our research prospectively; The members of the panel Leby Pastidio, John Vincent De la Cruz and Jhoana Grace Bagason. BSHRM Graduated from batch 2017-2020, who participated in the study and shared their thoughts and perception about soft skills;

The Researchers iii

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

DEDICATION Praises and thanks to our Almighty God, for his blessings throughout this research work to complete the research successfully. To all parents who supported us financially, thank you for all of the sacrifice in-depts. of providing our needs, without financial research wouldn’t be conducted. To teachers who advise us, since in the beginning and till last of this quarters, semesters, thank iv

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College of Hospitality and Tourism Management

you for nonstop advises, and guide in tend to help us, specially to Mr. Jason Bagason and to Students who indeed help us by answering the given survey, thank you for the participating. To the Gordon College, for bringing into reality the vision, mission and goal which promotes an excellent education system towards the holistic development of their students’ success in their careers, including the society in which they belong. And most especially, to their beloved parents, family members, friends and Bio-Family who encouraged and prayed for them throughout their research; they have motivated them even if they themselves are in distress. Their love and understanding is definitely exceptional.

SAA,SB,MCR

TABLE OF CONTENTS Page TITLE PAGE ……………………………………………………………………...……. i APPROVAL SHEET ……………………………………………………………...…… ii ABSTRACT ……………………………………………………………………………… 1 ACKNOWLEDGEMENT ……………………………………………………..….…… iii v

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

DEDICATION …………………………………………………………………..…….… v TABLE OF CONTENTS ………………………………………………………..….... vi LIST OF FIGURES ………………………………………………………………...…. viii LIST OF APPENDICES ………………………………………………………………. viii Chapter 1 THE PROBLEM AND ITS BACKGROUND Introduction …………………………………………………………………………. 3 Conceptual Framework ………………………………………………………….. 6

Statement of the Problem ………………………………………………………. 7

Basic Assumption ………………………………………………………………….. 8 Scope and Delimitation of the Study ……………………………………….. 8 Significance of the Study ……………………………………………………….. 8

Definition of Terms …………………………………………..…………………. 10 Chapter 2 RESEARCH METHODOLOGY Research Design ………………………………………………………………….. 13

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Research Instrument ……………………………………………………………. 15 Sampling Technique …………………………………………………………….. 15 Locale of the Study …………………………………………………………..…. 16 Respondents …………………………………………………………………..…… 16 Population ………………………………………………………………………..…. 17 Data Gathering Procedure …………………………………………………..... 17

Chapter 3 INTERPRETATION OF DATA

Interpretation of the Data ………………………………………………………. 17 Chapter 4 SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS Summary of Findings …………………………………………………………….. 29 Conclusions ………………………………………………………………………….. 33 Recommendations ……………………………………………………………….. 34 Bibliography ………………………………………………………………………… 36 LIST OF FIGURES Figure

Page

Conceptual Framework ……………………………………………………... 6 vii

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Locale of the Study …………………………………………………………... 16 LIST OF APPENDICES Appendix

Page

Research Topic Proposal …………………………………………………… 38 Survey Questionnaire ……………………………………………………….. 39 Research survey through online …………………………………………. 42 Profile of Respondents ………………………………………………………. 45 Curriculum Vitae of the Researchers …………………………………… 46

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GORDON COLLEGE

College of Hospitality and Tourism Management

ABSTRACT Soft skills are important for hospitality and tourism sector. The study investigated the perceived soft skills of the HRM Graduates from batch 20172020. The recommended measures to further improve the soft skills for the present and future hospitality students of the College of Hospitality and Tourism Management in Gordon College through the survey questionnaires provided. Researchers used phenomenological approach. Both qualitative and quantitative methods using convenience sampling technique via google forms where distributed. Bachelor of Science in Hotel and Restaurant Management (BSHRM) graduates possessed soft skills such as teamwork, communication, problem solving, and critical thinking. Communication skills are most important in the Hospitality Industry in terms of handling the customers, listening to the guest and making the business successful. Critical thinking skills may able to solve occurrences or problems in the workplace. Teamwork makes the job simpler than working alone. Problem-solving skills provides more ideas and reduces the time spent looking for solutions. As graduates rated their soft skills very relevant in Hospitality industry. Among the best possessed soft skills, majority of the BSHRM Graduates have a very satisfied or strong teamwork skills. Soft skills developed through experience and practice. 1

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

As recommendations the CHTM should establish a learning model to further improve the soft skills. Live-in experiences of solving situational problems, task-based method for better decision making, and more team building activities. Lastly, maintain its best practices in delivering learning to quality graduates of Gordon College.

Key words: Soft Skills, Teamwork, Communication, Problem Solving, and Critical Thinking.

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

CHAPTER 1 THE PROBLEM AND ITS BACKGROUND Introduction Employers recruit new employees on the basis of competencies in technical and nontechnical or soft skills. However, potential employees lack the required composite soft skills relevant for the particular work setting. The term soft skills, used interchangeably with nontechnical skills, is defined as the “interpersonal, human, people or behavioral skills needed to apply technical skills and knowledge in the workplace” (Weber, Finley, Crawford, & Rivera as cited by De Villiers, 2010). Soft skills are categorized as being related to human issues, such

as

communication,

teamwork,

leadership,

conflict

management,

negotiation, professionalism, and ethics (Azim et al., 2010). Technical skills and soft skills are on the opposite sides of the skills spectrum, but both are relevant for employment. Dixon, Belnap, Albrecht, and Lee (2010) noted that soft skills are different from technical skills, although both sets of skills are complementary. The complement of soft and technical skills is known as employability skills. Shafie and Nayan (2010) defined employability skills as job readiness skills. Graduates seek to obtain lucrative employment opportunities and employers pursue suitable new recruits from the pool of graduates to fill job 3

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

offerings. Community colleges, as part of the education system, enhance national development through the provision of higher-level training in technical, professional, and managerial skills. Community colleges foster the employment opportunities of their students by integrating theoretical and practical training. The practical training component involves collaborating with employers to provide work experience for students. The work experience program aims at providing hands-on training in technical skills and helps students integrate other personal and professional skills relevant for employment. Even with the work experience component, the training opportunities provided by the community college prove inadequate for some employers. Researchers have suggested that students have challenges transferring soft skills to the workplace. Herren (2011) stated that employees in the United States demonstrated much difficulty in transferring soft skills to their work settings. The problem of transference of soft skills to the work setting is also evident in the local setting of the study, as employers have opined about their disappointment with the employment readiness level of students of a community college. The students are able to carry out accounting and information technology related job skills, but lack basic punctuality and people skills. Taylor-Stone (2014) referred to knowledge-based skills as the technical skills that demonstrate practical knowledge, and competency-based skills as 4

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

combining critical thinking, and problem-solving with other technical skills. The lack of competency-based skills, which incorporate soft skills, is an integral factor hindering students from acquiring employment after graduation. Taylor- Stone noted that the supply of workers from tertiary institutions cannot suit the demands of the workforce due to irrelevant curriculum. Identifying the soft skills needs and helping students to meet the requirements of employers is congruent to closing the soft skills gap. Soft skills are important for hospitality and tourism sector. Soft skills include the ability to motivate a team, to network and to manage client relationships. They are crucial to tourism and hospitality because it is a labor intensive industry that involves a high degree of customer contact (EHL Insights 2019). According to the Department of Tourism, Leisure, Hotel and Sport Management at Australia’s Griffith University in 2015, “The hospitality workplace demands skills such as problem solving, critical thinking, communication, teamwork, emotional intelligence, maintaining professional and ethical standards and leadership”. The researcher chose four (4) essential soft skills for hospitality industry such as communication, critical thinking, teamwork, and problem solving. The aim of the study was to investigate the perceptions of BSHRM Graduates regarding the nature of soft skills that are relevant employability skills. The 5

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

results of the study will foster the development and implementation of a strategy that can address this problem. Conceptual Framework In this study, the attention to soft skills required for successful career development, and by extension, an improved society is of primary importance in this study. The study enhances research literature on the nature and relevance of soft skills as employability skills for community college students.

Input 1. Perception of HRM graduate-respondents on soft-skills

Process

Output

-Data Gathering - Survey Questionnaire

Improved soft

- Analyzing the data

employability of

- Treatment of the data

Management

skills as factor for Hospitality students

Frequency Percentage

6

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

The paradigm above shows the process on how the researchers collected data in evaluating soft skills perceived by the BSHRM Graduates of Gordon College.

Statement of the Problem The study determined the Soft Skills Perceived by BSHRM Graduates relevant to Employability Skills from batch 2017-2020. Specifically, the study sought answers to the following questions: 1. What are the perceptions of the HRM graduate-respondents on the soft skills answering the following questions: Question 1 " What are the soft skills you possess as Hospitality Management student? Identify 3 soft skills." Question 2 " Why Communication is important in hospitality industry?" Question 3 " Why Critical Thinking is important in hospitality industry?" Question 4 " Why Teamwork is important in hospitality industry?" Question 5 " Why Problem-solving skills is important in hospitality industry?" Question 6 "As a graduate of Gordon College under BSHRM, how would you assess your own soft skills?"

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

2. What are the recommended measure to further improve the soft skills for the present and future hospitality students of the College of Hospitality and Tourism Management in Gordon College?

Assumption Based on the study the Communication, Critical thinking, Teamwork, and Problem solving were identified soft skills but not related to employability of the BSHRM Graduates. Scope and Delimitation of the Study The study only focuses on soft skills perceived by hospitality students of Gordon college. The researchers identified five (4) relevant soft skills listed. The parameters or data that were provided by the study are the following: a.) Communication; b.) Critical thinking; c.) Teamwork; d.) Problem solving. The respondents of the research are one hundred twenty (120) HRM graduaterespondents from HRM batch 2017-2020.

Significance of the Study

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

The significance of the study is based on its impact on the key stakeholders in the research setting. The attention to soft skills required for successful career development, and by extension, an improved society is of primary importance in this study. The study enhances research literature on the nature and relevance of soft skills as employability skills for Gordon college students. In general, stakeholders must become aware of the status of the college in its preparation of students for employment; the key stakeholders include college faculty, students, and employers. College faculty. Studying the problem of soft skills as relevant for employment introduced college faculty to the nature of soft skills that employers demand from prospective employees. When faculty become aware of the soft skills that employers need, there is an understanding of the need to incorporate soft skills training in instructions and/or the need to revise the curriculum and instructions to foster students’ development of soft skills. Therefore, faculty will see the need to teach soft skills to students. Students and/or college graduates. The students and/or college graduates will become aware of the skills that prospective employers consider relevant for employment. The students will understand the importance of developing soft skills throughout learning experiences. The students’ awareness

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

of the relevant soft skills in the specific industry could improve the employment opportunities for students and/or graduates. Employers. One of the objectives of college education is the preparatory work of nurturing students to hone employability skills to function in the workplace. Knowledge of what employers (human resource managers, training managers, line managers, supervisors, and other managers) require for recruitment will facilitate the goal of college education. Employers will be able to communicate the nature of soft skills that colleges should be helping students to develop. Employers will be able to articulate the relevant soft skills desired in prospective employees. The study is significant to college faculty, students, and employers. The educators and students can use the results to identify the most desirable employability skills required by employers; educators can use the results of the study to develop and implement innovative techniques that integrate soft skills in the technical courses, and/or the development of an employability training program. The overriding benefit of the study is to improve the social and economic status of the graduates of a Gordon college. Additionally, any improvement in employability will trigger further improvements in the graduates’ communities and society in general. Definition of Terms 10

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College of Hospitality and Tourism Management

The following terms were used in the study; their meanings were defined based on their usage in the context of this study. Communication skills. “Verbal, written, and listening skills that encourage effective interaction with a variety of individuals and groups to facilitate the gathering, integrating, and conveying of information” (Evers, Rush, & Berdrow, as cited in Arensdorf, 2011). Critical thinking skills. Higher order intellect skills that enable an individual to form, check, and evaluate beliefs and then to decide a person’s actions (Brungardt, 2012). Decision-making skills. The ability to solve problems, getting correct information, and making the right decision (Kar, 2011). Employability skills. Those skills that encompass a wide array of skills, which are technical and nontechnical (generic) competencies (Ju, Zhang, & Pacha, 2012). Jackson (2013) suggested that employability skills, also known as “professional, core, generic, key, and nontechnical skills,” enhance the workreadiness of graduates. Generic skills. Generic skills, according to Badcock, Pattison, and Harris (2010), incorporate critical thinking, problem solving, and interaction skills, in addition to written communication skills.

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Hard skills. “Correspond to the skills in the technical and administrative categories (Dixon et al. 2010) posited a similar definition of hard skills, but added that hard skills can be quantified and measured. Interpersonal skills. The skills that influence how one relates to other people by using human skills effectively; it involves effective communication, listening, and comprehension (Kar, 2011). Nontechnical skills. Those skills including ability to work with others, communication, problem solving, leading and inspiring others, and decision making. According to Gokuladas (2010), communication is the top rated nontechnical skill; other skills categorized as nontechnical skills are creativity, problem solving, and teamwork, (Boahin & Hofman, 2013); Jackson and Hancock (2010) included “initiative, enterprise, decision management, critical thinking, ethical behavior, emotional intelligence, and work ethic”. Soft skills. “The nontechnical traits and behaviors needed for successful career navigation” (Klaus, 2010). Klaus (2010) further suggested that soft skills include “personal, social, communication, and self-management behaviors”. In addition to communication and social skills, Fogle (2011) cited “teaming skills” as a type of soft skill. Additionally, Hargis (2011) classified “work ethic, critical thinking, and problem solving” skills as soft skills.

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GORDON COLLEGE

College of Hospitality and Tourism Management

Technical skills. The skills, which are also known as occupationally specific skills that workers must possess in order to function in specific occupations (Guy, Sitlington, Larsen, & Frank, 2008). Omar et al. (2012) described technical skills as the skills needed to perform specific tasks. Hargis (2011) stated that technical skills are also known as hard skills, which are defined as “job specific tasks directly necessary for successful completion of the job,” for example, electricity, robotics, and computer technology. Teamwork skills. Teamwork skills refer to the ability to work with others from diverse backgrounds (Griffin & Annulis, 2013). Vocational skills. The skills that refer to the technical, hands-on, jobspecific skills. Skills taught in vocational education that focus on ‘know-how or practical expertise’ rather than theoretical knowledge; vocational skills are related to a trade, for example, catering, carpentry, and electrical engineering (European Commission, 2010; Mucunguzi, 2013). Chapter 2 RESEARCH METHODOLOGY This chapter describes the methods and procedures used by the researchers to be able to analyze and interpret the data requirements of the research.

It will also discuss the research design, respondents, the research

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College of Hospitality and Tourism Management

instruments used, the data gathering procedure and the statistical treatment of the data obtained. Research Design The researchers used phenomenological approach to conduct this study; this approach involves the collection of qualitative data. In a phenomenological study, the researchers explore a phenomenon from the perspective of the participants’ experiences (Creswell, 2010). Descriptive research describes what exists and help to uncover new facts and meaning (Polit&Hungler 2012). In essence, qualitative analysis implies assessing anything based on its quality rather than its quantity. When conduct qualitative analysis, they are investigating how people describe things. It can't always use numbers or numerical formulas to explain those things. When undertake qualitative work, it use descriptions. researchers work with observation, thoughts, and perceptions. The researcher used a likert scale to assess the participants' perceptions, however this has no effect on the qualitative approach of the study. Riggle (2017) explain why using a likert scale to evaluate perception does not make the study quantitative; data are qualitative, and nothing you do with them changes that, he says. A "5" is a number, but it might also signify "highly satisfied," which is a qualitative measure. As a result, while it is possible, to analyze 5s as if they were the data, they are not; they only represent the data. As always, the goal here is to be 14

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really explicit in explaining your findings in order to convey exactly what you did to analyze qualitative data using quantitative approaches. The researcher will try to understand people's motivations and behaviors. Glesne (2011) posited that the qualitative approach focuses on social structures, individual experiences, and their interrelations. The qualitative approach is appropriate because it provides the opportunity to allow participants to describe their experiences in depth.

Research Instrument Due to the pandemic, researchers employed a survey-questionnaire to collect data. The researchers conducted the survey to the Bachelor of Science in Hotel and Restaurant Management Graduates of Gordon College from Batch 2017-2020. Through google forms, the survey questionnaires, information, and feedbacks are gathered. Sampling Technique The researcher used convenience sampling technique. Convenience sampling is defined as a method adopted by researchers where they collect market research data from a conveniently available pool of respondents. In many cases, members are readily approachable to be a part of the sample. The researcher chooses members merely based on proximity and doesn’t consider 15

Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

whether they represent the entire population or not. Using this technique, they can observe habits, opinions, and viewpoints in the easiest possible manner.

Locale of the Study The researchers conducted the study from Gordon College CHTM BS-HRM Graduates within Olongapo City.

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Respondents The respondents included samples from populations of the Gordon college BS-HRM Graduates. The selection criteria for the participants included students who are from Batch 2017-2020. The researchers recruited potential participants via e-mail or messenger; the letter of invitation and consent forms was attached with the survey. Population Due to the pandemic the researchers expected population was not achieved. Luckily, there were one hundred twenty (120) BSHRM Graduates who have been selected conveniently to be part of the study. The graduate’s population included those who are unemployed, employed full-time or part-time within the age range of 20 years and above. Data Gathering Procedure The researchers provided a survey questionnaire that was forwarded to the BSHRM Graduates from Batch 2017-2020. Though the use of google forms, the survey questionnaires was shared to all BSHRM graduates. All the gathered data were collected and was used to determine the soft skills perceived by the BSHRM graduates.

Chapter 3 17

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INTERPRETATION OF DATA This section of the research paper presented the data or results. These findings were subjected to analysis and interpretation. Research question 1 " What are the soft skills you possess as Hospitality Management student? Identify 4 soft skills." The aim of this first question was to get a general sense of how wellaware Hospitality Management students are of their soft skills. Based from the results of this question, the top four identified soft skills possessed by the HRM Graduate-Respondents are (1) communication, (2) teamwork, (3) problem solving, and (4). good at time management and leadership. This demonstrates that hospitality management students are conscious in relation to their soft skills that can be applied in the hospitality industry. Dr. Cindia Lam (2019), coordinator for Evening Degree Programmes at the Institute for Tourism Studies in Macau, said that, “Soft skills always refer to the interpersonal skills and characters of an employee, these actually embrace extensive social and communication skills in teamwork, critical thinking, problemsolving, effective use of resources, making ethical decisions and considerations on stakeholders instead of shareholders.” Soft skills are taking more weight in recent years because of the prosperity of the world economy and advances in technology, she says. These have brought better education opportunities, 18

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College of Hospitality and Tourism Management

exposure to increasing knowledge and understanding of good practices. Moreover, customers are now looking for quality of life rather than a mere standard of living. This leads to the rise of the service industry, which in turn further contributes to the need for soft skills. Research question 2 " Why Communication is important in hospitality industry?" The purpose of this question is to know on how Communication Skills are important in the workplace. While Communication skills can make easier to communicate to the customers and also, it explains on why the soft skill should apply in the workplace. Majority of the respondents have answered that communication skills are most important in the Hospitality Industry in terms of handling the customers, listening for the guest and making the business successful. “Communication skills is very important because it is only a way to understand and to give us the quick information”. Most of the respondent respond that communication skill is the capability to communicate effectively with colleagues, guests, and staff is important quality in the hospitality industry. According to Himalayan Institute of Technology (2019), In this new generation of electronic communication, no one should forget the most necessary skill of communication that is verbal and non-verbal, and one should

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College of Hospitality and Tourism Management

emphasize and execute these skills in the hospitality industry. Communication skills of the staff members are extremely important in a hotel in any circumstance even if they are not facing guests. A lot of hotels give training to their staff on how to interact with the guests even though it costs them a considerable amount. Effective communication skills are to be learned and do not come naturally so each one should consider training to enhance staff skills. Good communication skills give a great guest experience as it portrays that you are listening to your guests, solving their issues, valuing their feedback, and also hearing their messages. Research question 3 " Why Critical Thinking is important in hospitality industry?" The aim of this question is to determine how familiar students are with this type of soft skills and how important this skill in the Hospitality Industry. From the third question, here are the top five answers from the BSHRM Graduate-respondents as stated below: “To solve problems within the workplace properly.” “It is important that a person in the Hospitality must possesses critical thinking skill as for rift, conflict through customer and business arises.” “An individual who has a high level of critical thinking can recognize the problem, analyze the problem, develop potential solutions that has the highest 20

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GORDON COLLEGE

College of Hospitality and Tourism Management

probability for success in the Hospitality Industry, Critical thinking is also a fundamental characteristics of a successful hotel manager or owner.” “Thinking clearly and systematically can improve they way we express our ideas.” “We can’t always predict what would be the flow on the operation in hospitality industry, having critical thinking would be beneficial in terms of making decisions in a certain moment.” The surveys result shows that 114 out of 120 answered that critical thinking skills should be really considered in Hospitality industry. In this way they may be able to solve some occurrences or problems in the workplace. Some of the respondents have poor critical thinking skills. According to Singh (2020) Critical thinking is the analytical conceptual method of accurately and passionately conceptualizing, analyzing, applying, and evaluating information collected from or created by experience, reflection, communication, or observation as a mentor to measures and reliance. In school and college, students require strong critical thinking skills to read and write effectively. Along with this, the jobs need employees to think critically to analyze data, opt for the best course of action, and act on their choices. Like other academic skills, critical thinking needs an excellent deal of practice. 21

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College of Hospitality and Tourism Management

Research question 4 " Why Teamwork is important in hospitality industry?" The aim of this question is to determine how important teamwork is in the workplace. Teamwork can make tasks simpler, and this soft skill explains why we should do it at work. Below are the top five answers where majority of the BSHRM Graduaterespondents stated that: “Teamwork is essential for success in the hospitality industry due to its fast-paced and ever hanging nature. If you work in hospitality. You will understand the lack of time you have to develop skills aside from time you spend at work”. “Teamwork is important when it’s come hospitality industry because it plays a vital role the industry without effective teamwork no work can be success”. “Teamwork is important because it can speed up task and it can solve difficult problems”. “To maintain the good operation”. “To make things easily” and to execute the task quick”.

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GORDON COLLEGE

College of Hospitality and Tourism Management

The survey question number 4 was answered efficiently. The outcome of our survey on this topic was that 105 out of 120 respondents had the same answer: teamwork makes the job simpler because it requires more commitment than working alone. However, some respondents are not at ease enough to answer properly. The researcher also encountered other positive responses because they were able to articulate their views not only on the sense of teamwork, but also on how to better elaborate on it. Working in the hospitality industry means you are working in a team, and becoming an effective team player is very essential for the success of not only the team itself but also of the business as a whole. Morshed (2015) state that to become an effective worker or leader of a team, interaction among the team members is very important and to maintain the essence of teamwork as well. If you are a team manager or group supervisor, as a leader you’re main concern would be on how to encourage the members of your group to cooperate and be part of the team’s objectives. Research question 5 "Why Problem-solving skills is important in hospitality industry?" The aim of this question is to determine how important problem solving is in the workplace. Problem solving is a soft skill that can help you find a better

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GORDON COLLEGE

College of Hospitality and Tourism Management

solution in any situation. Its primary function is to provide a proper and effective solution to the problem. Below are the top five answers where majority of the BSHRM Graduaterespondents stated that: “As the hospitality industry is customer-focused, staff have to deal with multiple questions and problems every day, sometimes at the same time! The ability to 'think quick on your feet' is learnt swiftly, so that staff can deal with these issues effectively”. “It's important to Hospitality Industry to have a problem solving skills because is based on concept that the customer is always right, which means many employee have to come up the creative solution”. “Problem-solving is important both to individuals and organizations because it enables us to exert control over our environment”. “It is important because you have to think quick to solve problems and be flexible to avoid problems and fix it easily”. “As we learn to be flexible in our profession, we also need to be able to solve different kind problems in your work place. Daily problems in a hotel is also a daily happening in hospitality industry”. According to the majority of respondents, having a soft skill in "problem solving" was important because it provides more ideas and reduces the time 24

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College of Hospitality and Tourism Management

spent looking for solutions. The researcher saw a specific answer that elaborates the question very well. It states here that problem solving is important since the hospitality industry is customer-focused, and workers must deal with numerous questions and problems every day, even at the same time. In particular, he/she said that the importance of soft skill problem solving is the ability to think quickly on your feet so that you can react to the problem quickly. Most of the respondents know the importance of problem-solving skills in hospitality industry but they have poor problem-solving skills because of their lack of experience and practice. Sawyers (2017) state that hotel managers can view problems as negatives, instead of seeing them as opportunities to make exciting and necessary change. Your approach to problem solving may have led to some poor experiences in the past. However, with more practice, and by following a more structured approach, you'll be able to develop this important skill right away. Research question 6 "As a graduate of Gordon College under the BSHRM, how would you assess your own soft skills?" Question number six (6) determined the assessment of soft skills of the BSHRM Graduate. Rating their soft skills that are relevant in Hospitality industry where Communication, teamwork, critical thinking and problem solving are identified top soft skills assessed as their best. Among the identified best 25

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

possessed soft skills, majority of the BSHRM Graduate-respondents have a very satisfied or strong teamwork skills. According to Duszynski M. (2021), In soft skills Teamwork are the qualities and abilities that allow you to work well with others during conversations, projects, meetings or other collaborations. Having teamwork skills is dependent on your ability to communicate well, actively listen and be responsible and honest “The best teamwork comes from men who are working independently

toward

one

goal

in

unison.”

Second

is

communication.

Communication soft skills are the tools you use to clearly and effectively converse with others, set expectations, and work with others on projects (C. Contessa 2019). And the third is Critical thinking. Critical thinking is aimed at achieving the best possible outcomes in any situation. In order to achieve this, it must involve gathering and evaluating information from as many different sources possible “To understand the customer” (R. Islam 2015). And lastly the problem solving. Problem solving is all about using logic, as well as imagination, to make sense of a situation and come up with an intelligent solution.” Interviewers will be interested to discover how you'd approach problems that could arise in the workplace” (L. Woods 2017).

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Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

2. What are the recommended measure to further improve the soft skills for the present and future hospitality students of the College of Hospitality and Tourism Management in Gordon College? The purpose of this question is to gather data to know what are the possible measures that may help improve the soft skills of the present and future Gordon College Hospitality Management students. Below were the statements from the BSHRM Graduate-respondents: “Learn from experience, because through this we may see the big picture that we can prove our learning in the classroom! It is great that our instructors taught us the best of what they have especially when we are having our laboratories. They really let us experience TEAM WORK, when we have the BAR function where we are challenged to handle real positions operating a Bar. Exciting and challenging. In the end, we learned a lot. I would suggest to maintain the level of training or expect more to develop more.” “Improving our soft skills and emotional intelligence are tips and resources to learn a lot about hospitality industry.” “Thinking outside the box, develop learning skills mindset, and make sure to practice skills that we have learned.” “Take other’s Criticism to improve yourself. Through the challenges we’ve been through the years made us experience the real life in the industry.” 27

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

“We just need to improve the work experience because our work will hone our skills. Once again here we discover other things and skills that we can also do. Everything has been studied and learned, we just have to persevere and improve the skills we have.” Soft skills develop through experience and practice, and we each have the ability to nurture them, given just a little structure, focus and repetition. Creating space for communication to occur is foundational for this kind of growth, so consider how you might increase personal connections whether at work, school or during extracurricular activities, and spend time learning about others. You will learn a great deal about their interests, strengths and weaknesses, and you’ll also be practicing the art of communication (K. MacNeil 2019).

Chapter 4 SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS This chapter presents the summary of the investigation, the conclusions arrived and the recommendations drawn by the researcher based from the findings and conclusions. The study determined the Soft Skills Perceived by Hospitality Students Relevant to Employability Skills S. Y. 2017-2020. Specifically, the study sought answers to the following questions: 28

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

1. What are the perceptions of the HRM graduate-respondents on the soft skills answering the following questions: Question 1 " What are the soft skills you possess as Hospitality Management student? Identify 3 soft skills." Question 2 " Why Communication is important in hospitality industry?" Question 3 " Why Critical Thinking is important in hospitality industry?" Question 4 " Why Teamwork is important in hospitality industry?" Question 5 " Why Problem-solving skills is important in hospitality industry?" Question 6 “As a graduate of Gordon College under the BSHRM, how would you assess your own soft skills?" 2. What are the recommended measure to further improve the soft skills for the present and future hospitality students of the College of Hospitality and Tourism Management in Gordon College? Summary of Findings The major findings based on the specific questions raised in this study are as follows: 1. What are the perceptions of the HRM graduate-respondents on the soft skills: 29

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Answering Question 1 " What are the soft skills you possess as Hospitality Management student? Identify 3 soft skills." Soft Skills. Respondent’s perceptions of the most relevant soft skills required for entry-level employment were the same ones they believed they possessed. Communication and teamwork skills emerged as the top skills that respondents were confident they possessed. The next skill that was noted was critical thinking, followed by problem solving. Other skills noted by other respondents were time management, leadership, flexibility, work ethics, and positive work attitude. Hospitality requires a unique mix of skills. Not only are staff expected to know physical hard skills, but they are also expected to perfect soft skills. Answering Question 2 " Why Communication is important in hospitality industry?" Communication skills. According to the respondent’s, communication skills are essential to allow others and yourself to understand information more accurately and quickly. In contrast, poor communication skills lead to frequent misunderstanding and frustration. Excellent communication skills can enhance a guests’ experience as it shows that you are listening to them, valuing their feedback and conveying clear messages. This can lead to customer loyalty, increased business and eventually the hotel becoming more successful. Although 30

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

the students felt they had good communication skills, some students highlighted aspects of communication that needed improvement. Answering Question 3 " Why Critical Thinking is important in hospitality industry?" Critical thinking skills. Respondents explain why critical is important in hospitality industry. An individual who has a high level of critical thinking can recognize the problem, analyze the problem, develop potential solutions and choose the solution that has the highest probability for success. Answering Question 4 " Why Teamwork is important in hospitality industry?" Teamwork skills. Respondents state that Teamwork is essential for success in the hospitality industry due to its fast-paced and ever-changing nature. If you work in hospitality. You will understand the lack of time you have to develop skills aside from time you spend at work. Creating a successful team environment in the hospitality industry is essential to an efficient and profitable business. Teamwork is key elements in creating a successful team. Individual and team roles need to be clearly defined, goals, and objectives need to be achievable, and need to have feedback and development constructive.

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Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

Answering Question 5 " Why Problem-solving skills is important in hospitality industry?" Problem solving skills. According to the respondents, as the hospitality industry is customer-focused, staff have to deal with multiple questions and problems every day. The ability to 'think quick on your feet' is learn swiftly. When problems arise, there typically isn't a lot of time to test multiple solutions and run them past management. In this case, creative problem solving can help hospitality employees think on their feet and keep customers happy. Oftentimes this skill comes from experience and changes depending on the location. Answering Question 6 “As a graduate of Gordon College under the BSHRM, how would you assess your own soft skills?" The data revealed that respondents’ perceptions of how good they are to their soft skills they possessed. Teamwork skills emerged as the top skills that students were confident they honed. The next skill that was noted was Communication, followed by Critical thinking, and finally problem solving. These skills would be useful in career opportunities in the hospitality industry. 2. What are the recommended measure to further improve the soft skills for the present and future hospitality students of the College of Hospitality and Tourism Management in Gordon College?

32

Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

The respondents recommended to think outside the box, develop learning skills mindset, and make sure to practice skills and improve the work experience because our work will hone our skills. Once again here we discover other things and skills that we can also do. Everything has been studied and learned, we just have to persevere and improve the skills we have. Using OJT’s in college soft skills and hard skills can improve.

Conclusions The following conclusions are made based on the findings obtained in the study: 1. Majority of the BSHRM Graduate-respondents identified the top soft skills they possessed such as teamwork, communication, problem solving, and critical thinking. Respondent’s perception of relevant employability soft skills. Soft skills in terms of Communication has an over-all interpretation of important skill to communicate guests or customers and satisfy their needs. Soft skills in terms of Critical thinking and Problem solving, variety of situations and problems can arise in the Hospitality Industry. As a result, being a problem solver is necessary, and being an effective problem solver necessitates critical thinking. Soft skills in terms teamwork. Due to the fast-paced and ever-changing 33

Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

nature of the hospitality industry, teamwork is important for success. Most of the respondent rank they’re teamwork skill high followed by communication skill then critical thinking skill and lastly problem-solving skill. Literature shows that team work is another essential component in the success of an organization. Therefore, it's a positive thing they have a significant amount of teamwork skills. 2. The respondents suggest think differently, unconventionally, or from a new perspective. Maintain what are the best practices of the college, cultivate a learning skills mentality, and make time to practice skills and gain job experience so our work can sharpen our abilities. Soft and hard skills can be improved by using OJTs in college. Recommendations In the light of the findings and conclusions, the following are hereby recommended: 1.

Establish learning model for further improving soft skills of students through the comprehension of cognitive in solving situational problems that help them to improve their soft skills. Task-based method for improving student problem solving skills can be done through critical thinking exercises related in hospitality industry.

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College of Hospitality and Tourism Management

2.

Make students perform in a way that will lead to the application of their soft skills such as training and seminars promoting relevance of soft skills in Hospitality Industry.

3.

Conduct an in-depth, wider in scope and parallel study with inclusion of wide range of soft skills that relevant in Hospitality Industry to validate the findings.

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BIBLIOGRAPHY A. ELECTRONIC SOURCES Anderson, L. E., & Bolt, S. B. (2013). Professionalism: Skills for workplace success

(3rd ed.). Retrieved from

http://ads.baa.uk.com/professionalism_skills_for_workplace_success_3rd_ ed

ition.pdf

Commonwealth Corporation. (2010). Empower your future: Career readiness curriculum guide. Retrieved from http://www.commcorp.org/resources/documents/Empower%20Your%20F utu

re% 20-

%20Career%20Readiness%20Curriculum%20Guide

%202010.pdf

Design Ignites Change: Youth Mentorship Initiative. (April 2010). Mentor & mentee

project forms. Retrieved from

http://designigniteschange.org/system/pdfs/97/original/CDH_Mentor_Men tee_Fo rms_July_2010.pdf?1279821962 36

Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

Guildford Technical Community College. (n.d.). How to make a career portfolio. Retrieved from http://www.gtcc.edu/media/38323/gtcccareerportfolioguide.pdf Jacob, J., Cormier M. (2020). Workforce Development and an Opportunity for Change. Retrieved from https://www.insidehighered.com/views/2020/05/28/three-factors-willimpact-community-college-efforts-make-workforce-training

TUV Rheinland (2019). Management Know-how and Communication Training. Retrieved from https://www.tuv.com/philippines/en/managementknow- how- and-communication-

training.html?

wt_mc=SEA.Ads.Google.PH20_A02_ATFWP.PH20_A02_A TFWP_GA.textad.SoftSkillsBMM&cpid=PH20_A02_ATFWP_GA

Weber, M. R., Finley, D. A., Crawford, A., & Rivera, D. (2009). An exploratory study identifying soft skill competencies in entry-level managers. Tourism

and Hospitality Research. Retrieved from

https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.835.7992&rep =re

p1&type=pdf 37

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College of Hospitality and Tourism Management

APPENDICES Research Topic Proposal

1. IMPACT OF SOCIAL MEDIA NETWORKS IN THE HOSPITALITY INDUSTRY 2. HOSPITALITY MANAGEMENT COMPETENCIES: DO

HOSPITALITY

MANAGEMENT

STUDENTS

OF

GORDON

COLLEGE

ACQUIRE EMPLOYABILITY SKILLS? 3. HOW TO GIVE SATISFACTION TO THE PEOPLE THROUGH YOUR HOSPITALITY SERVICES IN HOSPITALITY INDUSTRY 4. HOW THE ESTABLISHMENT ISOLATING THE GUESTS WITH ILLNESS IN TIMES OF HEALTH CRISIS 5. HOW DO YOU PLAN ON PROVIDING BEST HOSPITALITY SERVICES TO YOUR GUESTS DURING THIS PANDEMIC

38

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

QUESTIONNAIRE Dear Respondent, Thank you for taking the time to complete this survey. We are students of Gordon College taking up Bachelor of Science in Hospitality Management. We are conducting this research entitled “Soft Skills Perceived by Hospitality Students Relevant to Employability Skills” to complete our academic exercise. Our survey research is based on soft skills to investigate and find out the perceptions of students and regarding the nature of soft skills that are relevant employability skills Your contribution by providing precious information regarding that specific research will be highly appreciate, it will really help in successful career development, and by extension, and improved society. This soft skills research will help you to be aware of the skills that prospective employers consider relevant for employment. The students will understand the importance of developing soft skills throughout learning experiences. The students’ awareness of the relevant soft skills in the specific industry could improve the employment opportunities for students and/or graduates. The information given by you will only be used for this research and will remain as highly confidential. The term soft skills, used interchangeably with nontechnical skills, is defined as the “interpersonal, human, people or behavioral skills needed to apply technical skills and knowledge in the workplace”. Soft skills are categorized as being related to human issues, such as communication, teamwork, leadership, conflict management, negotiation, professionalism, and ethics.

Please identify your details. Name (optional): ____________________________________________________ Age:

___18-25

Sex: ___ male

___26-35

___36 above

___ female

39

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Year: ____

1. What are the soft skills you possess as Hospitality Management student? Identify 3 soft skills. ______________________________________________________________ ______________________________________________________________ 2. Why is communication skills is important in Hospitality industry? ______________________________________________________________ ______________________________________________________________ 3. Why is critical thinking skills is important in Hospitality industry? ______________________________________________________________ ______________________________________________________________ 4. Why is teamwork skills is important in Hospitality industry? ______________________________________________________________ ______________________________________________________________ 5. Why is problem solving skills is important in Hospitality industry? _______________________________________________________________ _____________________________________________________________ 6.

As a student, how would you rank your soft skills? Soft skills Communicat ion Critical Thinking Teamwork Problem solving

Meaning Oral, written, nonverbal means of processing and sharing information. Ability to evaluate ideas–selfcriticism, constructive critique of others’ ideas. Ability to work well in groups or teams; collaborating with others. Generating and implementing solutions to problems.

4

3

2

1

40

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management 7.

What are the recommended measure to further improve your soft skills as

hospitality students? ______________________________________________________________ ______________________________________________________________

SURVEY QUESTIONNAIRE THROUGH ONLINE

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

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Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

43

Republic of the Philippines City of Olongapo

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College of Hospitality and Tourism Management

44

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

Profile of the Respondents Age

Frequency

Percentage

18-25

49

98

26-33

1

2

34 and above

0

0

Total

50

100

Sex

Frequency

Percentage

Female

30

60

Male

20

40

Total

50

100

Year Level

Frequency

Percentage

BSHM 3A

28

56

BSHM 3B

17

34

BSHM 4A

5

10

Total

50

100

45

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

BEVERLY V. CINCO P-2 Pita, Dinalupihan Bataan 09503302850

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Female

Status

:

Single

Date of Birth

:

April 23, 2000

Place of Birth

:

Marabut, Samar

Primary Level

:

Gordon Heights I National High School

Secondary Level

:

Gordon Heights National High School

Tertiary Level

:

Gordon College

EDUCATION

46

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

CHRISTIAN ANGELO PALOMATA 66 Canda St. East Bajac Bajac 09293381603

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Male

Status

:

Single

Date of Birth

:

December 6 1999

Place of Birth

:

Olongapo City

Primary Level

:

Olongapo City Elementary School (OCES)

Secondary Level

:

Subic Bay Colleges Inc. (SBCI)

Tertiary Level

:

Gordon College

EDUCATION

47

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

IVANN CHANDLER R. CALIZO #30 first street new banicain 09773166135

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Male

Status

:

Single

Date of Birth

:

May 4, 1999

Place of Birth

:

Olongapo

Primary Level

:

New Banicain Elementary School

Secondary Level

:

The Manila Times College

Tertiary Level

:

Gordon College

EDUCATION

48

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

KYLA NICOLE D. TULIO 79B Otero Avenue Mabayuan, Olongapo City 09128303024

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Female

Status

:

Single

Date of Birth

:

December 26, 1999

Place of Birth

:

Olongapo City

Primary Level

:

Mabayuan Elementary School

Secondary Level

:

St. Joseph College

Tertiary Level

:

Gordon College

EDUCATION

49

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

JEREMY LYZETTE PONCE 1392 Tabacuhan road. Sta.Rita Olongapo City 09305025560

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Female

Status

:

Single

Date of Birth

:

Feb 9,1999

Place of Birth

:

Quezon City

Primary Level

:

Sta.Rita Elementary School (2010-2011)

Secondary Level

:

Sta.Rita High School (2014-2015)

Tertiary Level

:

Gordon College

EDUCATION

50

Republic of the Philippines City of Olongapo

GORDON COLLEGE

College of Hospitality and Tourism Management

ALARICO ADALLA PAMPO JR. Brgy. Beddeng, Sitio Mabangcal 09296297342

OBJECTIVE To work in an environment that encourages me to succeed and grow professionally where I can utilize my skills, and knowledge appropriately.  PERSONAL DATA Nationality

:

Filipino

Sex

:

Male

Status

:

Single

Date of Birth

:

January 22, 2000

Place of Birth

:

San Rafael Medical Clinic San Narciso Zambales

EDUCATION Primary Level

:

Beddeng Mabangcal School

Secondary Level

:

Valiant Educational Institute

Tertiary Level

:

Gordon College 51