Towards framework development: Exploring the role of skills competencies and service quality to guest experience in food and beverage department of hotels in NCR

Abstract

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.