International Journal of Research Studies in Management
Tourism Educators and Movers of the Philippines Special Issue
2022 Volume 10 Issue 5
Available Online: 12 October 2022
Perez, Maureen D.*
Lyceum of the Philippines University Batangas, Philippines (Maureen.email@example.com)
Apritado, Jennie Margaret M.
Lyceum of the Philippines University Batangas, Philippines (firstname.lastname@example.org)
The study determined the competency index of hotel employees in the Food and Beverage Division of Hotels in the National Capital Region, Philippines. The study utilized a descriptive method of research using a sample size of 385 to different hotel guests using an adapted questionnaire in accordance with the ASEAN-MRA, Service quality and DinEx model. Based on the result of the study, there is an excellent assessment to the skills competencies of F&B hotel staff, service quality and hotel guest’s experience in the time of COVID-19 pandemic. It was also revealed that there is a strong positive correlation between service quality rendered by hotel staff and Hotel guest experience in the time of COVID-19 pandemic, whereas the competencies of hotel staff in Food and Beverage Division had a greater influence in controlling for the relationship between service quality rendered by hotel staff to hotel guest experience during the COVID-19 pandemic. The study recommended that the hotel may upgrade the facilities and equipment, a proposed framework for the food and beverage service in the time of pandemic and beyond may be implemented.
Keywords: skills competencies, food and beverage industry, service quality
Cite this article:
Perez, M. D., & Apritado, J. M. M. (2022). Towards framework development: Exploring the role of skills competencies and service quality to guest experience in food and beverage department of hotels in NCR. International Journal of Research Studies in Management, 10(5), 31-46. https://doi.org/10.5861/ijrsm.2022.54
* Corresponding Author