Practicum Performance in Singapore and the Philippines of

145

Practicum Performance in Singapore and the Philippines of Hospitality

Students in a State University

RUBIE ANDOY [email protected]

Liceo De Cagayan University

Date Submitted: October 21, 2010 Plagiarism Detection: PassedFinal Revision: November 3, 2010 Flesch Reading Ease: 38.12 Gunning Fog Index: 13.50

Abstract - This study was conducted to assess the level of on- the- job training (OJT ) performance of the B.S Hotel and Restaurant Management and Food Business Management praticumers of Central Mindanao University (CMU) at Musuan, Bukidnon. The study had as its respondents the 16 on- campus and 26 off- campus practicumers and 10 OJT supervisors. The statistical tools used for the analysis and interpretation of the data were the weighted mean, Pearson Product Moment correlation coefficient, and t- test. The OJT programs have been implemented effectively, enabling the on- and off- campus practicumers to perform well in their jobs as evidenced by the high ratings they obtained in the job performance evaluation by OJT supervisors. The level of implementation of the OJT programs significantly influences the level of job performance of the practicumers. The higher the implementation of the OJT program is, the better the level of job performance of the practicumers is also. Being so, the school and its partner companies should further intensify the OJT programs in place to fully prepare the practicumers for their OJT and employment afterwards. To make the OJT

Vol. 1 No. 1 January 2011 ISSN: 2094-9251 pp. 145-166International Peer Reviewed Journaldoi: http://dx.doi.org/10.7828/ajobg.v1i1.149

Asian Journal of Business GovernanceBusiness Education Section

Asian Journal of Business and Governance

146

program more effective, the school should appropriately address the identified concerns of the practicumers.

Keywords - On and Off campus practicum program for HRM and FBM

INTRODUCTION

The hospitality and tourism industry is the largest and fastest growing industry in the world. One of the most exciting aspects of the industry is that it is made up of so many different professionals (Walker 2006). The hotel and restaurant industries continue to undergo rapid growth as indicated by the number and diverse types of delivery systems that have mushroomed in the last decades. The viability of the industry lies in the ability to adopt to global changes in the economy and in the operating environment and technological advances. The greatest challenge facing the industry is the qualified manpower, with recent development making new and greater demands for hotel and restaurant workers.

A related issue of continuing concern is the kind of educational preparation related to industry work. An educational forum on current problems in the food service identifies its key role in bridging the gaps between manpower requirements and present acquired skills. The role of educational training programs is perceived as major factor in developing the competencies needed by the industry. It is imperative, therefore, that the goals of the industry and academe be integrated and unified.

The quality of education in higher education institutions in the country is one of the basic goals for national development. It is the basic foundation of an individual in facing a very competitive global labor market. As globalization unfolds, management inadequacies that have long been hidden are exposed. Competitors from every part of the world now offer vast array of products and services giving individuals many available options to choose from among the products that are found in the global market. Realizing this fact, organizations have committed to satisfy customer requirements in order to gain wider market share.

Business Education Section

147

THEORETICAL AND CONCEPTUAL FRAMEWORK

This study is anchored on psychological theories of work motivation by Lewins . These theories have been used to develop job analysis techniques to diagnose motivational dimensions of work. Based on these theories, interventional concepts to re-design jobs for the enhancement of work motivation have also been created and evaluated successfully. Also considered in this study for its framework is the thrust of the Commission on Higher Education ( CHED ) in providing graduates the opportunities to work abroad and the international standards for internship.

One important psychological theory where the concept of competence plays an important role is “action theory” (Thomas 1997). Action theory is a general theory of work behaviour that defines competence as the ability to act self-responsibly in complex situations of the job. To act competently, goal-oriented behavior has to be developed. This means that learners have to develop behavioral abilities that are regulated by action goals, well organized plans of actions, and feedback processes to monitor and control if goals have been reached. Action theory is mainly cognitively oriented. So, it focuses on the role of work tasks and their redefinition as goals, the hierarchical structure of action organization and its implications for action planning and levels of regulation (sensorimotor level, level of flexible action patterns, intellectual level), and its role concerning monitoring and feedback processes while executing actions. In supplemental approaches, also the motivational and social aspects of goal-oriented behavior have been theoretically modeled (Royse and Dhooper 2007). According to Spears (1995), internship or OJT is often described as a time when theory is applied to real-life setting; we believe that the relationship between theory and practice is more complex than that. Thus, internship is a chance to develop the relationship between theory and practice for each should inform the other. Sullivan (2005) explained that theories are transformed through their application, and one will be actively involved in that process as an intern or trainee.

OBJECTIVES OF THE STUDY

This study assessed the level of on- the- job training (OJT ) performance of the on- campus and off- campus practicumers of B.S Hotel and Restaurant Management and Food Business Management.

Practicum Performance in Singapore and the Philippines of Hospitality Students in a State University R. A. Arroyo


148

Specifically, the study sought to accomplish the following objectives: (1) To describe the level of implementation of the OJT program along orientation and monitoring; (2) To determine the level of job performance of the on- and the off- campus practicumers as rated by their OJT supervisors along knowledge, skills, and attitudes; (3) To determine any difference in the levels of job performance between Singapore and the Philippines practicumers in terms of knowledge, skills, and attitudes; and (4) To establish the relationship between the level of implementation of the OJT programs and the level of job performance of the practicumers.

SIGNIFICANCE OF THE STUDY

The results of the study could reinforce the efforts of CHED and the university in providing education that effectively prepares the graduates for work in the hotel and restaurant industries abroad. The results of the study could be used as bases for curriculum planning. OJT feedback shall provide curriculum planners with information on the competencies of the trainees, hence helping the planners identify areas of training that need to be enhanced. Furthermore, this study offers baseline information on the work standards set by hotel and restaurant industries abroad. Finally, the findings of this study could help the university identify the training needs of its practicumers in relation to the job competencies required of them by international hotel and restaurant industries. Such an effort would ensure the employability of the graduates abroad.

MATERIALS AND METHODS

The study used the descriptive analytic design involving quantitative and qualitative techniques.

During the conduct of the study, not all of the off- campus practicumers were included. Some of the practicumers had just started their training, thus they were not in a position to answer the questionnaire and no evaluation could be given yet by the supervisor.

There were seven OJT Singaporean supervisors who evaluated the off- campus practicumers while three OJT supervisors evaluated the on- campus practicumers.

The practicumers for Singapore had met the following conditions: at least 4th year college level; met all academics requirements; passed the


149

psychological exam and interviews by the dean, department chairman, Service On-line Philippine Agency, and company representative; attended orientation; passed the medical examination done by an accredited hospital in locality; and received departure advise.

The study used a researcher made instrument that passed the rigors of reliability and validity procedures.

RESULTS AND DISCUSSIONS

Objective 1. Level of implementation of the OJT program

Orientation

The overall mean indicates that the OJT orientation program for both on- and off- campus OJT was highly implemented.

Among the indicators of orientation program, with the highest mean were involvement of the practicumers in the orientation and the giving of orientation before the practicum. The findings suggest that the practicumers, on- campus and off- campus, are well oriented as to the OJT requirements to comply with, work practices to observe, and regulations to follow. Such inference is further supported by the indicator, which was perceived to be highly implemented as well, being given orientation about OJT program, requirements, and preparation needs.

Figure 1. Orientation of students regarding possible job assignments



150

On the other hand, the indicator with the lowest mean (3.40- moderately implemented) was having the students’ concerns effectively responded to by the department. This finding suggests that the HRM department does recognize the practicumers’ needs relevant to the actual performance of the work. The practicumers’ needs are addressed by providing them with the necessary orientation, on-campus skill enhancement, and work assignment appropriate to their acquired skills.

During the interview, the practicumers suggested that their living allowance be given directly to them during the orientation and that the place to stay during the OJT be made known to them as well. As emphasized during the orientation, all trainees during the training are to strictly comply with the regulations imposed by the HRM department and the company in Singapore. During hotel attachment, trainees are to be present for duty daily except during off days or when on medical leave. They are not allowed to enter the hotel premises during off days, unless special permission is granted by the supervisor. They are not allowed to be late during duties unless with valid reasons. They are to report for duty at least 20 minutes before time.

Within the hotel premises, trainees are to conduct themselves properly. If they smoke, they must smoke only at the designated smoking areas and during official break, before and after duty. They are not to socialize with hotel guest after duty. Violation of such policy means immediate termination of the OJT arrangement with the company. Trainees must take care of the uniform issued to them. The uniform must not be taken out of the hotel premises. Trainees wearing civilian clothes are not allowed to stay within the hotel premises unless the reason for staying is official.

Moreover, the trainees are to diligently perform work assigned to them by the supervisor. No trainees are allowed to do any work in other department or function unless approved by the supervisor. All trainees must be aware of the company policies.

For the off- campus training, trainees must observe cleanliness and orderliness in the dormitory. Trainees are to make up their own beds every morning. Regardless of relationship, nobody is allowed to enter a bathroom of the opposite gender. All discussions are to be carried out in the common areas. Any trainee is held liable for any deliberate damage to the property or equipment. Also discussed in the orientation are the fines for violation of rules. Smoking in and male room has a fine of $50; female trainee caught in male room, $100; and male trainee caught in female room, $100. During the


151

orientation, the trainees are made to agree to the policies of the Singaporean company.

Monitoring

The overall weighted mean indicates moderate implementation of the monitoring program for on- and off- campus training.

The most salient indicator was the checking of attendance regularly, followed by regular overseeing of work performance. See figures 5 and 6. Bulosan (2009) pointed out that one of the problems encountered by the trainees is the scheduling of their duties since they are not used to report during evening. This situation calls for close monitoring of the OJT supervisor to see if the practicumers feel sleepy and tired especially if they are assigned in the housekeeping department where they always will look after the best comfort of the guests.

The hotel supervisor always starts the work by briefing the employees and trainees of the thing they need to do within the day (see figure 3,4). How they perform is monitored and reflected in the job performance evaluation report. For instance, a trainee in Marriott Hotel received a supervisor’s rating of 90.7 for performing his duties diligently, possessing relevant disposition, and observing company’s rules and regulation.

Also moderately implemented was the giving of feedback by the OJT assistant supervisor regarding OJT performance. For example, the OJT supervisor of Marriott Hotel assigned in the housekeeping department recommended that the students should take on hospitality industry management training to enhance knowledge in hospitality service.

The indicator with the lowest mean was the regular monitoring by the OJT adviser after the completion of the trainee’s assignments. This finding implies that the OJT adviser has confidence in the trainees, hence minimum supervision is provided. Mullins (1994) stated that the main goal of proper selection of employees is to acquire people who have the ability and competence to accomplish successfully their duties and responsibilities. An individual with minimum supervision is most likely to have the potential to grow with the business involving hospitality services (Yasa 2001). Huse (1985) explained that development training in the form of skills development involves helping employees gain the knowledge needed for effective job performance.



152

In an interview, the practicumers suggested that the OJT adviser should visit at least once in every six months and that the adviser should stay for two weeks to monitor their performance and to give them feedback whether their work performance is in accordance with the hotel standards.

Figure 2. Supervisors briefing the practicumers and employees.

Figure 3. A supervisor monitoring the work output of the practicumers.


153

Objective 2. Level of job performance of the on- and off- campus practicumers as rated by their OJT supervisors

Knowledge

Overall, the practicumers obtained a rating of 3.82, which verbal description is competent.

Among the indicators, with the highest mean were knowing company policies and knowing proper hygiene and safety procedures. Soriano and Lee (1990) consider these indictors necessary for a company to move in the direction in which it is expected to move. Company policies must be clear and known be to all employees--- from the top management down to the rank and file.

The firm’s policy, which may be stated in terms of the products and/or services the company will produce and sell, is the company’s fundamental nature and its identity. Without the policies known, there can be no strategy that can be formulated to achieve the company.

As to sanitation, Perdigon (1999) as cited by Tuyogon (2010) noted that a component of the food service system that involves the treatment of the inputs to achieve its goals or desired output is sanitation, which is the set of sanitary procedures adopted in the food service system.

With the lowest mean ( 3.54 - competent ) was knowing how to maximize revenue and guest satisfaction by means of selling techniques. This result implies that the practicumers, though have ample knowledge, do not fully use selling technique to maximize revenue. The study of Tuyogon (2010) on the assessment of the top management practices of leading Fast food in Valencia City suggests that positive interpersonal relations is an effective marketing technique.

The students know how to consolidate report of linen inventory, damages and losses as reported by room and public area attendant (3.53 – competent ). This implies that the practicumers competently prepare and submit reports, tasks that are routinely done by room attendants or room boys. The tasks are done at the end of their shift and before logging out. Through such report, the supervisor can monitor the practicumer’s and employees’ productivity and at the same time check rooms that have not been made up and determine deficiency in room amenities, laundry cost, and actual consumption as compared to budget. Through such report, proper action can be taken when necessary.



154

In an interview, the OJT supervisors revealed that some practicumers adapted the latest trends of service and could easily understand instructions. One supervisor also revealed that the holding of regular meeting and consultation helped the practicumers develop confidence at work better even without supervision.

The food service practicum is a supervised practical application of principles and theories in hotel and food service management; therefore, the students are expected to develop their competencies in future hotel and restaurants management and food service management. They should be familiar with dining room and kitchen layout, develop knowledge and skills in budgeting and preparing profit and loss statement, apply sanitation and safety procedure, practice proper waste management and resources conservation, and apply management skills in hospitality service.

Skills

Overall, the practicumers got a rating of 3.94 (competent). The highest mean was on filing and retrieving records properly. This

result implies that the OJT supervisors found the practicumers competent in record keeping. According to Yasa (2001), an employee involved in hospitality service must be efficient on a number of skills (i.e.record filing and retrieving), abilities, and personal characteristics.

With the lowest mean (competent) was appropriately handling guest’s complaints and problems. The OJT supervisors found the practicumers also efficient in handling complaints and problems of guests. Rebelle (2010), in her study on resto-bars’ customer’ satisfaction, stated that customers are the blood line of business, therefore proper services are expected of the hotel employees and OJT to keep the clients.

Moreover, the practicumers were found to be competent in conducting inventory and promptly reporting damages and missing items. The practicumers do the report for damages and losses, which are billed to the guest’s account. The report should reach the front office desk clerk/ cashier upon check out of guest. No guest is allowed to go out of the hotel until he/she is cleared of possible losses or damages of items in the room.

They are competent doing the following tasks: opening the whole restaurant, setting up all tables, taking guest reservation through telephones and email, welcoming the guests and escorting them to their tables, and


155

showing the menu to guests and taking orders. They are also competent in serving foods to guest and in explaining everything that is in the menu. Serving wine, tossing a bucket of salad in front of the guest, bussing out, placing of folding napkins, and arranging flower are among the skills the practicumers demonstrated competently.

The researcher was able to observe the Japanese way of serving guests. The practicumers or employee approaches and warmly greets the guest by saying “Irrashaimase” (welcome). The practicumer/employees get the “oshibori” (perfumed hot steamed towel) and give it to the guest as a sign of Japanese hospitality. Then the practicumer/employee serves a drink and then the ordered food. According to the practicumers, they found it very hard to memorize and pronounce the items in the menu.

On the other hand, the duties and responsibilities of the on-campus practicumers are limited. The opening of restaurant is done by the supervisor or the manager, while the closing is the work of the janitor. Also, the practicumers manually process orders since the school lacks an electronic system that modern facilities have.

Figure 4. A practicumer carrying guests’ luggage



156

Figure 5. Practicumers performing evening turn down night service

Figure 6. A practicumer cleaning the room

During the visit to Singapore, the researcher took note of the briefing a supervisor gave to practicumers and the employees to further develop their self - confidence in dealing with guests especially the VIPs. As observed, the practicumers did the inventory of items in the housekeeping department since their supervisor allowed them to perform those tasks.


157

Attitudes

Overall, the practicumers had very good attitudes at work.The indicators with the highest mean of were maintaining high morale at

work, showing willingness to work with others, consulting supervisor before making major decisions, and displaying a friendly and professional manners in all dealings with guests, patrons and other employees.

Gallup (2010) stated that the morale of a company workforce is directly linked to profitability. Low morale means low profit while high morale means high profit. Workers who are happy in their job and with their employers perform better, resulting in higher and improved productivity and profitability.

To compete and excel at the international level, practicumers should undergo personality development training for them to get along easily with all kinds of guests.

Furthermore, Thomas (1997) stressed that in today’s job world, increased work input has been often correlated with teamwork or willingness to work with others and other related factors such as motivation and caring and well-meaning supervisors or superiors.

Davib (2005) pointed out that empowering employees through consultative meeting with their supervisors is one of the effective management paradigms. Consultative type of management - that is, a subordinate can confer with his boss, was found to be one of the top 10 management practices (Matuson, 2011). Thomas (1997) disclosed that displaying a friendly and professional manner in all dealings with guests, patrons and other employees is also correlated with productivity.

The indicator with the lowest mean (4- competent) was reporting to work punctually. This finding suggests that the practicumers are sometimes late to work. The OJT supervisors commented that the practicumers from the Philippines are very hospitable and friendly. However, one of the supervisors cited punctuality a problem because they stay far from their assigned establishment.

Objective 3. Difference in the levels of job performance between the on- in Singapore and the Philippines practicumers in terms of knowledge, skills, and attitudes



158

Knowledge Table 1 shows the test of difference in the levels of job performance in

terms of knowledge between the on- and off- campus practicumers. The t- value of 2.46 with a probability value of 0.024 is higher than the critical value of 1.734; therefore, the null hypothesis of no significant difference is rejected. There existed a significant difference in the levels of job performance in terms of knowledge between the on- and off- campus practicumers.

The finding implies that off- campus training is better than on-campus training when it comes to knowledge acquisition as evidenced by the higher mean rating for off- campus training. However, quantitatively both on- campus and off-campus practicumer demonstrated the same level of knowledge. The researcher also observed that the off- campus practicumers performed better than the on-campus practicumers. They could better deal with guests, more responsive in meeting the needs of the guest, knew better the room features, and coordinated more effectively with the other employees in the department.

On-the-job training program in tertiary level is aimed at providing tertiary Filipino students the opportunities to acquire not only practical skills and attitude but also knowledge. The off- campus training enhances the students’ Filipino work values, competencies, and work discipline as they relate themselves to others in a multicultural work environment.

SkillsIn terms of skills, the t value of -2.32 with probability value of 0.031

(p < 0.05) is higher than the critical value of 1.734; hence, the hypothesis of significant difference in the level of job performance is rejected. That is, the on-campus and off- campus practicumers differed significantly in their levels of skills.

Although both on-campus and off- campus practicumers were skillful (competent), the off- campus practicumers had better skills than the on-campus practicumers as evidenced by the off-campus practicumers’ overall mean (4.16), which is higher than that of the on-campus practicumers.

As found out, the practicumers did well in the housekeeping department. One of the housekeeping jobs they perform is cleaning the guest room, bathroom, hotel lobby and hallways, and public restrooms (see figures 22 and 23).

The OJT supervisors commented that the trainees could easily follow hotel instructions and operating procedures. However, they need further


159

training on the use of state- of- the- art equipment and facilities. Moreover, the OJT supervisors complemented the practicumers for their

ability to easily understand the instructions. However, the trainees should do better in the application of proper sanitation and in food preparation particularly in garnishing, plating, cooking, and baking cakes and pastries.

On the other hand, the practicumers admitted that their OJT has further developed their already acquired skills.

Figure 7. A practicumer doing proper plating and garnishing of food orders

Figure 8. A practicumer preparing food orders



160

.Figure 9. Practicumer in table preparation demonstration.

Figure 10. practicumers cleaning a guest room toilet.

Attitudes

As regards attitude, the t value of - 1.76 with a probability value of 0.096 is lower than the critical value of 1.734; therefore, the hypothesis of no significant difference in the levels of job performance in terms of attitude was not rejected. That is, the on-campus and off-campus practicumers did not differ significantly in their job performance when attitude was considered.


161

In an interview with the OJT supervisors and based on the observation of the OJT adviser, both the on- campus and off- campus practicumers were found to have positive work attitude. They manifested healthy interpersonal relationships and willingness to learn assigned tasks. However, they were found to be shy and to lack self- confidence.

Attitude is key and must be designed into the training system. This ingredients is not easily blended into existing programs. There must be a conscious intent to include attitude in the training of OJT and employee. Positive work attitude of OJT create positive actions towards establishment goals.

Table 1. Results of test of difference in the level of job performance along knowledge, skills, and attitudes

in the Singapore and the Philippines practicumers

Knowledge

INDICATORS MEAN QUALITATIVE DESCRIPTION

T-TEST RESULTT Calculated Value = -2.46Degrees of freedom = 18P-values = 0.024Conclusion =T Calculated Value >T Critical Value = 1.734Interpretation = Significant 5% level

On-campus Training 3.58 Competent

Off-campus Training 4.05 Competent

Overall 3.82 Competent

Skills

INDICATORS MEAN QUALITATIVE DESCRIPTION

T-TEST RESULTT Calculated Value = -2.32Degrees of freedom = 21P-values = 0.031Conclusion =T Calculated Value >T Critical Value = 1.721Interpretation = Significant

On-campus Training 3.77 Competent

Off-campus Training 4.16 Competent

Overall 3.97 Competent



162

Objective 4. Relationship between the level of implementation of the OJT programs and the practicumers’ level of job performance

Table 2 presents the results of the test of relationship between the level of implementation of the OJT programs and the practicumers’ level of job performance along knowledge, skills and attitude.

With a correlation coefficient of 0.773, (knowledge), 0.845 (skills),and 0.867(attitudes) significant at 0.01, the study established a significant relationship between the extent of implementation of the OJT program and the practicumers’ level of job performance along its three components.

Among the three components of job performance, attitude (r = 0.867) had the highest correlation coefficient followed by skills ( 0.845). Knowledge ( r = 0.773) had the lowest correlation coefficient. The results imply that when the OJT programs are highly implemented, the practicumers become highly competent in their jobs as well, demonstrating a high level of knowledge, skills and attitude.

In an interview, the OJT supervisors revealed that the practicumers properly followed instructions and company policies. Also, they manifested positive work attitude such as friendliness, work commitment, and promptness.

Table 2. Results of the test of relationship between the level of

implementation of ojt programs and practicumers’ level of job performance

VARIABLEPEARSONCORRELATIONCOEFFICIENT

SIGNIFICANCE

Knowledge 0.773 0.000**Skills 0.845 0.000**Attitudes 0.867 0.000**

** Correlation is significant at the 0.01 level (2-tailed).

The supervisors further commented that the practicumers were skillful in setting up table, bussing out, clearing of tables and dining area, and rendering proper room service.


163

The results further reveal that the on-campus training equips them with knowledge, skills and attitudes that they need to meet the international work standards. Such preparation is in line with the CHED’s directions for OJT program geared towards the acquisition of practical knowledge and development of skills and desirable work attitudes.

Moreover, development of knowledge, skills, and attitudes is attained if the practicumers are monitored regularly through checking of attendance, checking of the work outputs, giving feedback.

Relevant to the findings is the “action theory” of Thomas (1997). The theory states that to act competently, goal-oriented behavior has to be developed. This means that learners have to develop behavioral abilities that are regulated by action goals, well organized plans of actions, and feedback processes to monitor if goals have been reached.

Action theory is mainly cognitively oriented. It focuses on the role of work tasks and their redefinition as goals, the hierarchical structure of action organization and its implications for action planning and levels of regulation (sensorimotor level, level of flexible action patterns, intellectual level), and its role concerning monitoring and feedback processes while executing actions. Royse (2007) and Cremer (1998) pointed out that internship is a chance to take new step and to acquire more of the knowledge skills, attitudes, and values of a profession.

CONCLUSIONS

Based on the findings of the study, the following conclusions are drawn:The OJT programs have been implemented effectively, enabling the

practicumers sent to Singapore and there assigned in the Philippines to perform well in their jobs as evidenced by the high ratings they obtained in the job performance evaluation by OJT supervisors.

The level of implementation of the OJT programs significantly influences the level of job performance of the practicumers. The higher the implementation of the OJT program is, the better the level of job performance of the practicumers is also. Being so, the school and its partner companies should further intensify the OJT programs in place to fully prepare the practicumers for their OJT and employment afterwards.

To make the OJT program more effective, the school should appropriately address the identified concerns of the practicumers. The school should



164

consider sending the practicum adviser to Singapore for a 2 –week visit at least once in every six months to effectively monitor the practicumers.

RECOMMENDATIONS

Based on the findings and conclusions of the study, the following recommendations are advanced:

1. Provision of off- campus training for practicumers by schools offering courses in hotel and restaurant management and food business management

2. Inclusion of other nation’s socio- cultural background, particularly Singapore, in the orientation program to help the practicumers easily adopt to a new work environment

3. Inclusion of international cuisine particularly Singaporean cuisine in the curriculum to prepare the practicumers for training and possible employment abroad

4. Exposure of students to a 3- star hotel and restaurant in locality for one to three months before their practicum outside the country

Note: Pursuant to the international character of this publication, the journal is indexed

by the following agencies: (1)Public Knowledge Project, a consortium of Simon Fraser University Library, the School of Education of Stanford University, and the British Columbia University, Canada:(2) E - International Scientific Research Journal Consortium; (3) Journal Seek - Genamics, Hamilton, New Zealand; (4) Google Scholar; (5) Philippine Electronic Journals (PEJ);and,(6) PhilJol by INASP.

LITERATURE CITED

Cremer, Marion I. 1998. Quality food in quantity: management and science Mc Cutchan

Publishing Corp., Berkeley, CA.

David, J. 2005. Hotel management. Anmol Publishing PVT.LTD first edition.


165

Gallup, B. 2010. Boosting employee morale: management tips to motivate

employees. How to do Things.com.

Huse, E. F. 1985. Organization development and changes. New York: St . Paul West

Publishing Corporation.

Matuson R. C. 2011. Suddenly in charge: managing up, managing down. Succeeding all

around.www.yourmgt.expert.com.

Mullins, L. J.1994 . Hospitality industry. British Library Pitman Publishing 128 Long

Acre London WC2E 9AN.

Rebelle, Temple, L. 2010. Level of customers’ satisfaction on selected resto-bars in Valencia

City. Thesis. Don Carlos Polytechnic College, Don Carlos, Bukidnon.

Royse, D. and S. Dhooper2007. Field instruction: A guide for social work students (5th ed). Boston:

Allyn and Bacon.

Rutherford,D .E 1995. Hotel management operation 2nd edition. New York U.S.A: Van

Nostrand Reinhold, Inc.

Soriano, E. V. and N. C. Lee 1990. Business policy in an Asian context. Text and cases. 3rd Edition.

Sinagtala Publishing Inc. Greenhills, Manila, Phillippines

Spears, M. C.1995. Food service organizatio: A Managerial and Systems Approach, New

Jersey: Prentice Hall



166

Thomas, A. 1997. Teamwork: A history of psychology main currents in

psychological through. New Jersey Printice Hall.

Tuyogon, J. M. 2010. Customer’s perception on the level of effectiveness of the services

offered by selected fastfoods in Valencia City. Don Carlos Polytechnic College, Don Carlos, Bukidnon.

Walker, J. 2006. Introduction to Hospitality. Jurong, Singapore. Pearsen Education,

inc. published 4th edition

Yasa S. 2001. Getting started in the foodservice industry. Anvil Publishing, INC.

New York City .


Documents

Practicum Performance in Singapore and the Philippines of