Background of the Study
In today’s time, Hospitality Industry is one of the most successful businesses in the world. Hotels, Restaurants, Bars, and other businesses that are related to hospitality industry have been put up. These establishments aim to give accommodation, relaxation, experience and fulfill one’s luxury. Likewise, it gives job opportunities, improve the economic development of a country and businessmen are encouraged to invest in the country.
According to Cariño, Beltran and de Ocampo, 2008, p.3, the scopes of the hospitality industry are the following: Lodging segment which includes hotels, motels, inns, resorts and pensions, Food and beverage segment which includes restaurants, fast-food and catering, Entertainment and Recreation which includes attractions, gaming, parks and clubs and Travel and tourism which includes transportation, travel agencies and tour operators.
One of the most well-known scopes of hospitality industry is Food and Beverage segment. In any places you can see fine dining restaurant, Fast-food Restaurant and Cafeteria. Each of them offers unique food or menu and has their own level of services. For example, in a fine dining restaurant they offer full service, high-quality cuisine, an elegant ambiance and it is more expensive compared to a Fast-food Restaurant that caters to the people on the go. Fast-food Restaurants offer very affordable yet delicious foods and the place is very convenient to customers.
According to Cariño, Beltran and de Ocampo, 2008, p.111, numerous foodservice establishments fulfill the needs of the young and adult market. A foodservice establishment refers to an operation that stores, prepares, serves and vends food for human consumption such as restaurants and fast food courts.
Foodservice establishments cannot function without the service crew. Service crew performs their job in accordance with their job position. The doorman in a restaurant welcomes the customers; waiters/waitresses attend to the needs and wants of the customers, some of their functions are: presenting the menu, getting the orders and serving the food. The cook prepares the food for the customers and the managers monitor the service crew in terms on doing their duties and responsibilities in the establishment.
The researchers focus on the level of performance of the service crew among selected Casual Dining Restaurants in the City of San Fernando, La Union. The objectives of the study are: to be able to know how the service crew of selected Casual Dining Restaurants render service, to differentiate the standards of services among selected Casual Dining Restaurants to another and lastly, to be aware of the customers’ reactions, comments and suggestions to further improve the performance of the service crew.
Theoretical and Conceptual Framework
The Theory X and Y of McGregor, an expert in Management, is associated with the performance of an individual Sison (2003). Theory X assumes that the service crew has a bad habit towards their job; bad habit in the sense that they are being lazy, late, ineffective and inefficient. Service crew dislike his or her job and the manager will have to push them to work and do their responsibilities. Service crew do not have the sense of initiative and cooperation. To be able to direct and control the service crew, manager threatens their employees. In Theory X, this concerns the service crews’ fear in changes because they do not want to step out in their comfort zone. They are afraid to commit mistake, take risks and challenges. Most of the time, they want to feel secured in their job. On the other hand, Theory Y is the counterpart of Theory X; where the service crew are more active, efficient, and effective and has a sense of initiative. Service crew are open to challenges and changes. They cooperate to the management to achieve the company goals. The manager motivates the service crew by giving rewards, recognition and...