Luz - Abines Thesis1.1

Republic of the Philippines
City of Taguig
Gen. Santos Avenue, Central Bicutan, Taguig City
Taguig City University `

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FOOD AND BEVERAGE SERVICE MANAGEMENT COMPETENCIES

IN SELECTED KIOSKS AT TAGUIG CITY: AN ASSESSMENT
TOWARDS AN ENTREPRENEURIAL
DEVELOPMENT PROGRAM
A Thesis Proposal
Presented to the Faculty of Graduate School
Taguig City University
Taguig City
In Partial Fulfillment of the Requirements for the Degree

Master in Business Administration
By:
LUZVIMINDA C. ABINES
June 2019
City of Taguig

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APPROVAL SHEET
This research proposal entitled FOOD AND BEVERAGE SERVICE

MANAGEMENT COMPETENCIES IN SELECTED KIOSKS AT TAGUIG CITY:
AN ASSESSMENT TOWARDS AN ENTREPRENEURIAL DEVELOPMENT
PROGRAM, in partial fulfillment of the requirements for the degree MASTER IN
BUSINESS ADMINISTRATION, prepared and submitted by LUZVIMINDA C.
ABINES is hereby recommended for the oral examination.
EUNICE G. PARCO, MBA

Adviser
Approved in partial fulfillment of the requirements for the degree Master in

Business Administration. by the Committee on Oral Examination with a grade of
___________.
PANEL OF EXAMINERS
EDITHA A. ENTION, MM
Member
MARLON B. RAQUEL, LPT, MBA SIXTO REGADO III, MBA

Member Member
OFELIA M. CARAGUE, DBA

Chairman
Accepted in partial fulfillment of the requirements for the degree Master in

Business Administration.
OFELIA M. CARAGUE, DBA

Program Chair, MBA/ Vice President for Academic Affairs
AURELIO PAULO R. BARTOLOME

Dean, Graduate School
City of Taguig

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ACKNOWLEDGEMENT
This piece of work would not have been possible without the guidance and
help of several individuals who, in one way or another, have contributed and
extended their valuable assistance for the success of this study.
Hon. Mayor Ma. Laarni L. Cayetano, for providing Taguigenos the best
educational opportunities that has never been done before, for granting full
scholarship in the primary, secondary, tertiary and graduate levels which ultimately
improve the lives of every Taguegeno, where the researcher is one of the
beneficiaries;
Dr. Juan C. Birion, Taguig City OIC University President, for his excellent
leadership;
Dr. Ofelia M. Carague, Vice President for Academic Affairs, and MBA
Program Head who chaired the panel for her constructive comments and
suggestions that greatly improved this paper;
Hon. Aurelio Paulo “AP” R. Bartolome, Dean of the Graduate studies for
inspiring us to pursue the challenge of success.
Dr. Michael C. Hermogenes, her thesis writing professor, who really
shared his profound expertise, patience and sincere comments and suggestions;
Prof. Eunice G. Parco, her thesis adviser for all the support, expertise on
the topic, encouragement to finish the manuscript despite her busy schedule.
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Prof. Rusella M. Villagracia and Dr. Manny Garcia for their valuable
support on statistical areas of this study.
Ms. Anaflor Delos Santos, for untiring support that always gave her
reminders and sort of encouragement to finish this program.
For the invited Panel members, for their brilliant comments, great
suggestions, generous expertise, and guidance to polish this study.
The Owner/Manager and Staff of Mercado del Lago Floating Food Park and
The Nest Food and Lifestyle Park Taguig for their sincerity and honesty in
answering the questionnaires.
The researcher is forever grateful to our ALMIGHTY GOD as she commits
to integrate the knowledge and wisdom shared in this undertaking and for being
the main source of energy, wisdom, and inspiration in completing this manuscript.
Special thanks also go to her family for providing the needed support.
Correspondingly, the unending support to the researcher of her colleagues,
friends, classmates in the conduct of this study.
L. C. ABINES
City of Taguig

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DEDICATION
I would like to dedicate this study to my loving family: husband- Lito B.
Abines and children- Michael Andrei, Hannah Mae, and Aliyah Myles.
Also, to my late parents, Estanislao Jr. and Antonina Cabibijan, for raising
me as a responsible adult and as a dedicated and conscientious person, and to all
my siblings: Liza, Lanny, Ma. Liezel, & Leticia for giving moral support. I love you
very much with all my heart.
And to the great Almighty God, thank you for your guidance, for giving me
extra strength to pursue this long journey of study and for the greatest fulfillment
of my dreams.
City of Taguig

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TABLE OF CONTENTS
Page
TITLE PAGE ………………………………………………………………… i
APPROVAL SHEET……………………………………………….............. ii
ACKNOWLEDGEMENT…..……………………………………………….. iii
DEDICATION ………………………………………………………………. v
TABLE OF CONTENTS …………………………………………………… vi-vii
ABSTRACT ………………………………………………………………… viii-ix
CHAPTER I THE PROBLEM AND ITS BACKGROUND

Introduction……………………………………………… 1
Background of the Study………………………………. 3
Theoretical Framework………………………………… 5
Conceptual Framework………………………………… 10
Research Paradigm……………………………………. 11
Statement of the Problem…………………………….. 12
Hypothesis……………………………………………… 13
Scope and Limitations of the Study …………………. 13
Significance of the Study ……………………………... 14
Definition of Terms …………………………………… 16
CHAPTER II REVIEW OF RELATED LITERATURE AND STUDIES

Foreign Literature ……………………………………… 20
Local Literature ………………………………………… 28
Foreign Studies ………………………………………… 34
Local Studies …………………………………………… 33
Synthesis of Related Literature and Studies ……….. 36
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CHAPTER III RESEARCH METHODOLOGY
Research Methods Used ………………………………. 40

Population and Sampling Technique…………………. 42
Instrumentation …………………………………………. 42
Validation of the Instrument …………………………… 43
Data Collection and Management …………………….. 43
Statistical Treatment of Data ………………………….. 44
Arbitrary Scale of Value ………………………………… 46
CHAPTER IV PRESENTATION, ANALYSIS AND INTERPRETATION

OF DATA ……………………………………………….. 48
CHAPTER V SUMMARY, FINDINGS, CONCLUSIONS, AND

RECOMMENDATIONS ………………………………. 97
REFERENCES …………………………………………………………… 107
APPENDICES
 Letter of Permission …………………………………………. 110
 Survey Instrument …………………………………………. 111
 Validation of Instrument …………………………………………. 117
 TESDA Training Regulation FBS NC IV ………………………….. 118
 R.A 10611/Food Safety Act of 2013 …………………………. 122
 Pictures locale of Study …………………………………………. 132
CURRICULUM VITAE …………………………………………………. 136

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LIST OF TABLES
TABLE
1- Population and Sampling of Respondents……………………….. 42
2- Adjectival Rating……………………………………………………. 47
3- Profile Distribution of the Respondents by Age…………………. 48
4- Profile Distribution of the Respondents by Sex…………………. 49
5- Profile Distribution of the Respondents by Civil Status………… 50
6- Profile Distribution of the Respondents by Educational ………. 51

Attainment
7- Profile Distribution of the Respondents by Length

of Service in the Company………………………………………….. 52
8- Profile Distribution of the Respondents by Length of

Service in the Industry………………………………………………. 53
9- Profile Distribution of the Respondents by Position……………… 54
10- Food and Beverage Service Management Competencies

in terms of Skill ……………………………………………………… 55

in terms of Knowledge ……………………………………………… 58

in terms of Social Role ……………………………………………… 60

in terms of Self Image ……………………………………………… 62
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TABLE
in terms of Traits………………………………………………………. 64

in terms of Motive……………………………………………………… 66
16- Composite Mean of Food and Beverage Service

Management Competencies………………………………………… 68

by Position…………………………………………………………….. 69
18- Relationship between Food and Beverage Service

Management Competencies and Age Profile of the
Respondents………………………………………………………….. 75
19- Relationship between Food and Beverage Service Management

Competencies and Sex Profile of the Respondents……………….. 77

Competencies and Civil Status Profile of the Respondents………. 78

Management Competencies and educational Attainment Profile
of the Respondents……………………………………………………. 80

Competencies and Length of Service in the Company (LSC)……. 81

Competencies and Length of Service in the Industry (LSI)………. 82

Management Competencies and Position…………………………. 83
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TABLE
25- Difference between Manager and Staff/Food Server/F & B

Assistants on Food and Beverage Service Management
Competencies in terms of Skill……………………………………… 85
26- Difference between Manager and Staff/Food Server/

F & B Assistants on Food and Beverage Service Management
Competencies in terms of Knowledge……………………………… 86

Competencies in terms of Social Role……………………………… 87

Competencies in terms of Self-image………………………………. 89

Competencies in terms of Traits……………………………………. 90

Competencies in terms of Motive…………………………………… 91
31- Problems Encountered on the food and Beverage Service

Management in selected Kiosks……………………………………. 92
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LIST OF FIGURES
Figure 1- Iceberg-Competency Theory …………………………… 6
Figure 2- Henri Fayol’s Administrative Management Theory…… 8
Figure 3- Research Paradigm of the Study………………………. 11

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ABSTRACT
TITLE : FOOD AND BEVERAGE SERVICE

MANAGEMENT COMPETENCIES IN
SELECTED KIOSKS AT TAGUIG CITY:
AN ASSESSMENT TOWARDS AN
ENTREPRENEURIAL PROGRAM
RESEARCHER : LUZVIMINDA C. ABINES
DEGREE : MASTER IN BUSINESS ADMINISTRATION
INSTITUTION : TAGUIG CITY UNIVERSITY
YEAR : 2019
ADVISER : EUNICE G. PARCO, MBA
This study determined the extent of Food and Beverage Service
Management Competencies of Mercado del Lago and The Nest Food and Lifestyle
Park Taguig employees. Explicitly, the researcher sought an answer to the profile
of the respondents in terms of age, sex, civil status, highest educational
attainment, length of service in the industry, length of service in the company and
its position. The degree of compliance to industry standards of employees in terms
of Core Competencies (Food service/Front-of the house area) Prepare the dining
room/restaurant area for service; Welcome guests and take food and beverage
orders; Promote food and beverage products; Provide food and beverage services
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to guests; Receive and handle guest concerns; Manage food and beverage service
team; Oversee dining area operations; and Implement food and beverage
promotional activities. The importance on the degree of food service competency
compliance in the hospitality industry standard as professed by the respondents in
terms of their profile was also determines, the problems that they were
encountered. The results of this study were recommended inputs for an
entrepreneurial development program.
This study was descriptive research method. The respondents of the study
are the officers and staff of Mercado del Lago and The Nest Food and Lifestyle
Park Taguig. These was included the following positions: Store Manager,
Supervisor, Service Staff, Cashier, and Utility. The research instrument is based
from TESDA Training Regulation on Food and Beverage NC II and NC IV core
competencies. The Frequency, Percentage, Weighted Mean, the chi-squared test
and the Mann–Whitney U test were used to statistically treat the data.
The researcher concluded that, hospitality industry is an enormous and
expanded industry. Thus, this requires a determined workforce. Based on the
surveyed population, food kiosk studied employ young to middle-aged groups as
they are more capable to do the physically demanding task. Most of the employers
prefer a single person as they are more itinerant, flexible and can work over an
extended hour. Based on the interpreted data, the respondents were still in the
period of adjustment, gaining more experiences, need more training, and with
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eagerness to learn. As the years of service in the industry increases the number
of respondents decreases. Manifestation that the respondents are trying to gain
more experiences as steppingstone to move on the higher level. The minimal
qualification in terms of experiences or length service with less than 2 years is one
reason why there are many employed on the mentioned years range of length of
service in the industry. The researcher concluded that the Mercado del Lago and
The Nest Food and Lifestyle Park Taguig were in the normal procedure of
employee’s acceptance and position distribution.
In terms of Food and Beverage Service Management Competencies, the
researcher concluded that the respondents are well trained and guided wherein
the respondents check the stock, see to it that the respondents repeat the order of
the customers in order to give the right order/s. Therefore the researcher
concluded that respondents strongly agreed that they really give thanks and
courtesy to the customers, given immediate action to customer’s complains, and
the staff were highly monitored by the owner of the company with regards to proper
handling and preparation of the foods, and to always ask the customers feedback.
It means that the respondents are well trained and monitored through continual
supervision of the company’s owner with regards to social role.
Relationship between Food and Beverage Service Management
Competencies and civil status profile of the respondents, the researcher concluded
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that whatsoever the civil status of the respondents either been single or married
had no relevance on the result of the competency which strongly agreed.
Lastly, the summary of problems encountered by the respondents based on
the researcher analysis, respondents encountered the problems in seldom, as
presented in the tables from 8 to 17 regarding food and beverage management
service competency respondents they are well trained on how to handle customers
queries and comments, work performance are continually monitor by company
owners , knowledgeable in giving right information about the products, known the
principle of right services to the customers, known when to give apology if needed,
was listening to customers concerned, and understood the performance objectives
of the company before starting with their works as reasons for seldom problems
encountered.
Majority of the respondents are within the age range of 18-22 years old which
comprises 37.27% are single with a f= 76 or 69.09% of the total sample size. As
to Sex, majority were males comprising f=70 or 63.64% and the rest are females
f=40 or 365.36%. Respondents according to Highest Educational Attainment
showed that f=23 or 20.91% of the respondents are College graduates and some
earned College Degree Units or 33.64% and most of the respondents were High
School graduates comprising f=50 or 45.45%. Most of the respondents’ tenure in
the industry are within Less than 2 years and some are within 2-4 years which
comprises of 15.45% of the total respondents’ population. And some of other

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respondents’ which have a longer period of serving in the industry comprises of 8-
10 years f=12 10.91%; and 11 years and above f= 11 or 10.00%. Most of the
surveyed respondents are Staff/Food Server/F &B Assistants which comprises
f=87 or 79.09% and the rest are the Manager/owner which composed of f=23 or
20.91%, respectively.
Based on the extent of Food and Beverage Management Service
competencies in terms of Skill, it was revealed that majority of the respondents
Strongly Agreed on the following indicators: “Repeat back orders to the guests/or
customers to confirm items” comprises a mean score of 3.85, followed by “Check
stocks or server’s station with supplies necessary for the service” with mean score
of 3.7; next is “Serve food orders to the right guests who ordered them” with a
mean score of 3.75, Employee weaknesses are identified and measurable goals
for improvement are planned and lastly, Effective collecting tools for customer
feedback are applied and discussed with the staff or with a mean score of 3.45.
In terms of Knowledge, the respondents strongly agreed on all indicators
which correspond from highest to lowest mean score and it comprises the following
competencies; with mean score of 3.75 Master names and pronunciations of
dishes in the next, with mean score of 3.60 indicated Staff are properly trained or
coached on the principles of guest service with mean score of 3.58 Serve
beverages efficiently according to established standards of In terms of competency
under Social Role the respondents strongly agreed in all the indicators as an
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evidenced of mean range from highest to lowest mean 3.71- 3.51. The highest
mean interpreted comprises the following: “Thank guests/or customers and give a
warm farewell” with mean score of 3.71; followed by indicator “Acknowledge and
greet the guest with an appropriate welcome as soon as they arrive” with mean of
3.70; next mean of 3.66 stated “Record and take proper action on the complaint
more so with mean of 3.60 indicated “Food safety practices of employees are
closely monitored to reduce potential adverse health risks of guests lastly, with
mean of 3.51 “Guest feedback is solicited to understand their needs and
expectations”.
In terms of competency under Self-Image, respondents strongly agreed
with general mean of 3.64 indicators signified the strong agreeableness of the
respondents most likely on “Roles and responsibilities are identified” and with the
least strong agreeableness on “Workplace discipline is properly administered and
documented when employee misconducts are reported”. The rest were more on
discipline and devotion to their works.
Competencies of the respondents in terms of Traits it is interpreted as strongly
agreed on the following indicators with highest mean of 3.79 on “Apologize to the
guest”; next on “Listen to the complaint” with a mean score of 3.73 with close near
means of 3.67 and 3.62 regarding “Consistent quality products and services are
ensured” and the lowest competency rate on strongly agreeableness of the

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respondents was on “Eco-friendly promotional materials are identified and
recommended.” with mean of 3.56.
Competencies of the respondents in terms of Motive, there were some
indicators signified that the respondents strongly agreed and the remaining
agreed. The highest mean of 3.64 were under the range of strongly agree on the
following indicator: “Give several choices to provide more options to
guests/customer” Note special requests and requirements accurately”. The
respondents agreed the following indicators: “Performance objectives are
established and discussed with staff. Observe work technology”. The relationship
between Food and Beverage Service management competencies and age profile
of the respondents. The researcher used chi-square test of independence to
investigate whether the measures taken on the two (2) criterion variables. As
interpreted all the P-values of the competencies were greater than the level of
significance at .05 and its therefore accepted the null hypothesis based on the
decision rule interpreted as not significant. It means that whatsoever the age of the
respondents there was no relevance on the results of the competencies on food
and beverage service management, it was purely based on the perception of the
respondents.
The relationship between food and beverage service management
competencies by sex profile of the respondents. There had no significant
relationship between the sex profile and variables: skill with x2-value of 6.01 and
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P-value of 0.1113; knowledge with x2-value of 3.62 and P-value of 0.3060; social
role with x2-value of 7.49 and P-value of 0.0579; self-image with x2-value of 5.98
and P-value of 0.1127; traits with x2-value of 3.33 and P-value of 0.3432; and
motive with x2-value of 4.37 and P-value of 0.2242 that all P-values mentioned on
the different competencies were greater than the level of significance at .05 (α
=.05) therefore, accepted the null hypothesis (Ho) interpreted as not significant.
The researcher’s recommendations for the managers, the researcher would
like to recommend having a potable drinking water for the customers that was used
in the dining area; periodic inspection and check up on the kitchen area; in addition
to periodic inspection, management may also want to keep themselves updated
with the current trends in marketing in order to avoid customer saturation. Since
food service being a people’s business requires the highest standards of these
competencies, it is also imperative to have their employees undergo constant
training for enhancement both procedural and product specification. Through
these, management can keep their operation at pace with the industry dynamics.
For the Employees, the researcher would like to recommend the following;
To make an active participation in the company’s competency development
program; to undertake constant training for personality development and
operational procedures that was equipped yourselves a better employee; to
undergo national certification on the food and beverage service competency
standard compliance.

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Republic of the Philippines

Taguig City University `

FOOD AND BEVERAGE SERVICE MANAGEMENT COMPETENCIES

In Partial Fulfillment of the Requirements for the Degree

Taguig City University `

This research proposal entitled FOOD AND BEVERAGE SERVICE

EUNICE G. PARCO, MBA

Approved in partial fulfillment of the requirements for the degree Master in

MARLON B. RAQUEL, LPT, MBA SIXTO REGADO III, MBA

OFELIA M. CARAGUE, DBA

Accepted in partial fulfillment of the requirements for the degree Master in

OFELIA M. CARAGUE, DBA

AURELIO PAULO R. BARTOLOME

Taguig City University `

extended their valuable assistance for the success of this study.

suggestions that greatly improved this paper;

inspiring us to pursue the challenge of success.

Dr. Michael C. Hermogenes, her thesis writing professor, who really

Taguig City University `

support on statistical areas of this study.

reminders and sort of encouragement to finish this program.

suggestions, generous expertise, and guidance to polish this study.

answering the questionnaires.

The researcher is forever grateful to our ALMIGHTY GOD as she commits

Correspondingly, the unending support to the researcher of her colleagues,

friends, classmates in the conduct of this study.

Taguig City University `

I would like to dedicate this study to my loving family: husband- Lito B.

me as a responsible adult and as a dedicated and conscientious person, and to all

very much with all my heart.

Taguig City University `

CHAPTER I THE PROBLEM AND ITS BACKGROUND

CHAPTER II REVIEW OF RELATED LITERATURE AND STUDIES

Taguig City University `

Research Methods Used ………………………………. 40

CHAPTER IV PRESENTATION, ANALYSIS AND INTERPRETATION

CHAPTER V SUMMARY, FINDINGS, CONCLUSIONS, AND

REFERENCES …………………………………………………………… 107

CURRICULUM VITAE …………………………………………………. 136

Taguig City University `

3- Profile Distribution of the Respondents by Age…………………. 48

4- Profile Distribution of the Respondents by Sex…………………. 49

5- Profile Distribution of the Respondents by Civil Status………… 50

6- Profile Distribution of the Respondents by Educational ………. 51

7- Profile Distribution of the Respondents by Length

8- Profile Distribution of the Respondents by Length of

9- Profile Distribution of the Respondents by Position……………… 54

10- Food and Beverage Service Management Competencies

11- Food and Beverage Service Management Competencies

12- Food and Beverage Service Management Competencies

13- Food and Beverage Service Management Competencies

Taguig City University `

15- Food and Beverage Service Management Competencies

16- Composite Mean of Food and Beverage Service

17- Food and Beverage Service Management Competencies

18- Relationship between Food and Beverage Service

19- Relationship between Food and Beverage Service Management

20- Relationship between Food and Beverage Service Management

21- Relationship between Food and Beverage Service

22- Relationship between Food and Beverage Service Management

23- Relationship between Food and Beverage Service Management

24- Relationship between Food and Beverage Service

Taguig City University `