34

Appendix 1. Permission letter to conduct the study

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 35
Appendix 2. Permission letter to solicit some information
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 36
Appendix 3. Permission letter to gather data to the respondents
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 37
Appendix 4. List of accredited hotels and resorts
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ACCREDITEDACCOMMODATION Corner of Rizal & Lopez Jaena St.,

ESTABLISHMENTS Roxas City, Capiz
(036) 621 0208/621 2208/621 3376/0917
RESORTS 803 2277/0933 855 1692
ESPACIO VERDE RESORT
Dayao, Roxas City, Capiz APPLICATION FOR
(036) 620 3734/522 838/620 0538/0917 ACCREDITATION IS BEING
373 9596 PROCESSED:

SAN ANTONIO RESORT GERRY ROXAS TRAINING AND

LawisBaybay, Roxas City, Capiz CONVENTION CENTER
(036) 621 7266/621 6638/0908 883 Brgy. Dayao, Roxas City
8736/0927 656 3477 Tel. No.: (036) 6217 415; 6212 832
Contact Person: Carmen Santiago/Janice
HOTELS Owner-Manager: Judy Roxas
No. of Rooms: 100 (Training Center)
HOTEL VERONICA
Pueblo De Panay, Lawa-an, Roxas City, GRAND GAZEBO EVENTS PLACE
Capiz & DORMITEL
(036) 621 0919/0917 327 2832/0939 904 LawisBaybay, Roxas City
3317 Tel. No.: (036) 6200 522; 6201 078
Owner-Manager: Rowena Rosa Conlu
URBAN MANOR HOTEL
Sacred Heart of Jesus Avenue, Pueblo ISLANDS HOTEL
De Panay, Lawa-an, Roxas City, Capiz Pueblo de Panay, Roxas City
(036) 522 4018/0999 991 4600/0917 325 Tel. No.: (036) 6580 553
7368 Mobile Nos.: 0939 9181 423; 0977
8339373
MVW RESTAURANT & TOURIST Email Add: [email protected]
INN Contact Person: Alexander Pulumbarit
Roxas Avenue, Roxas City, Capiz No. of Rooms: 35
(036) 621 2956/621 1216
LAWA-AN GARDEN HOTEL
RDC RESIDENCIA DE CAPIZ Km.2, Lawa-an, Roxas City
HOTEL Tel. Nos.: (036) 6216 255; 6215 208
Residencia de Capiz Bldg., Brgy. 3, San Owner-Manager: Imelda A. Caeg
Roque St., Roxas City, Capiz No. of Rooms: 8
(036) 620 5305/0998 581 5706/0998 546
9241 NESTA’S HILLTOP HOTEL
Provincial Park, Roxas City
ROXAS PRESIDENT’S INN INC. Tel. No.: (036) 6211 185; 6212 609
Owner-Manager: Grace Aguirre
No. of Rooms: 13
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Appendix 5. Validation of research instrument
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 39
PART I: SOCIO-DEMOGRPAHIC DATA. Please supply the needed data.

Name: (Optional) _________________________________________

Current Position: _________________________________________
Age:
( ) 20 – 29
() 30 – 39
( ) 40 – 49
( ) 50 – 59
( ) 60 – above
Sex:
( ) Male
( ) Female
Civil Status:
( ) Single
( ) Married
( ) Legally Separated
( ) Widow/Widower
Position: _________________
Employment Status:
( ) Contractual
( ) Regular
Years in Service:
( ) 1 year and below
( ) 2 – 5 years
( ) 6 – 9 years
( ) 10 – 15 years
( ) 15 – 20 years
( ) 20 years up
 40
Educational Attainment:
( ) College Graduate
( ) Masteral Graduate
( ) Associate / 2 years course
( ) Doctoral Graduate
Educational Qualification:
( ) BSHM
( ) BSHRM
( ) Others, pls. Specify _______
Field of Specialization:
( ) Hotel and Tourism Management
( ) Food Service
( ) Others, pls. Specify _______
 41
PART II. BUSINESS ETHICS SURVEY

QUESTIONNAIRE
(FRONT OFFICE AGENT)

Directions: Please fill in the needed information by answering the unknown data asked.
Rest assured that your responses will be dealt of with strict confidentiality. Put a check
() on the box that corresponds to your answer.

The questions in this instrument are asked for the purpose of determining the extent to
which you uphold professional ethics. The questions are followed by a number of
responses. Corresponding to each response are numeric scales with the following
qualitative equivalents.

Legend:
100% - Always (A) (means that the ethical principle stated in the item is upheld by you in
all cases)
75% - Often (O) (means that the principle stated in the item is upheld by you in the
majority of cases.
50% - Occasionally (OCC)(means that the ethical principle stated in the item is upheld
by you in half of the cases, where the number of cases in which it is upheld is equal to the
number of cases in which it is not upheld.
25% - Seldom (S) (means that the ethical principle stated in the item is upheld by you in
a few cases.
0% - Never (N) (means that the ethical principle stated in the items is not at all upheld by
you.

FRONT OFFICE BUSINESS ETHICS

1. To what extent do you uphold the following ethical principles pertaining to the
customers and guests?
Alway Often Occasionall Seldom Never
s y
(75%) (25%) (0%)
(100%) (50%)
a. The best service to the
guests and or customers is
an obligation of front office
agents.
b. Customer is always right in
any form.
 42
c. Treating customers and or
guest fairly and squarely.
d. Practice active listening so
your customers feel heard.
e. Sending an email, or even a
feedback survey is an
excellent way to let the
customer know you’re still
on their side.
f. Sympathetic attitudes
toward the guests and or
customers must be shown
by front office agents.
g. Criticism towards guests is
not allowed.

2. To what extent do you uphold the following ethical principles pertaining to

your relationships with associates?
Alway Often Occasionall Seldom Never
s y
(75%) (25%) (0%)
(100%) (50%)
a. Front Office Agents are
expected to cooperate with
activities initiated by their
colleagues.
b. For the best interest of the
customers and organization,
cooperation among front
office agent is necessary.
c. Every employee is expected
to give due credit for
assistance received from
his/her associates.
d. Front Office Agents are
expected to hold inviolate all
confidential information
concerning their associates
and the organization.
e. Front Office Agents are
expected to refrain from
fabricating accusations
against their associates.
f. Front Office Agents are
expected refrain from
 43
criticizing their associates in
front of guests and or clients.
g. Front Office Agents may not
apply for positions occupied
by their associates.

3. To what extent does the front office agent uphold the following principles
pertaining to your superiors?
Alway Often Occasionall Seldom Never
s y
(75%) (25%) (0%)
(100%) (50%)
a. Front Office Agents are
expected to support loyally the
legitimate policies of their
workplace and the management.
b. Front Office Agents are
expected to refrain from making
false accusations against their
superiors, especially under
anonymous or fictitious names.
c. Front Office Agents are
expected to transact all official
business through channels.
d. Front Office Agents are
expected to refrain from
engaging in strikes or walk-outs.
e. Front Office Agents are
expected to use dialogue as a
means to protest against any
form in justice.
f. When making protests
against the management, front
office agents may not sacrifice
the satisfaction of guests and or
customers.

4. To what extent do you uphold the following ethical principle pertaining to

yourself as FOA?
Alway Often Occasionall Seldom Never
s y
(75%) (25%) (0%)
(100%) (50%)
a. Participation in hotel
activities, strategic planning
 44
and marketing efforts
movements for the
betterment of the workplace
is an obligation of front
office agents.
b. Gambling is prohibited for
front office agents?
c. Front Office Agents may not
drink hard liquor during
office hour?
d. Immoral relationships are
prohibited for front office
agents?
e. Documents from the front
office department files may
not be removed by front
office agents?
 45
CURRICULUM VITAE

Name: Leah Marie CanindoDivino

Address: PoblacionTinundan, President Roxas, Capiz

Date of Birth: January 25, 1998

Place of Birth: Bliss Pantalan, President Roxas, Capiz

Civil Status: Single

Father’s Name: Joemar Bade Divino

Mother’s Name: Leah CanindoDivino

Address: PoblacionTinundan, President Roxas, Capiz

EDUCATIONAL BACKGROUND

LEVEL SCHOOL YEAR GRADUATED

Elementary Pres. Roxas East Elementary School 2009-2010

President Roxas, Capiz

High School Elizalde Academy 2013-2014

President Roxas, Capiz

College Capiz State University 2017-2018

BailanPontevedra, Capiz
 46
CURRICULUM VITAE

Name: ClarizaBalana Fuentes

Address: Parallan, Maayon, Capiz

Date of Birth: February 11, 1997

Place of Birth: Parallan, Maayon, Capiz

Civil Status: Single

Father’s Name: Roberto de Juan Fuentes

Mother’s Name: Myra Balana Fuentes

Address: Parallan, Maayon, Capiz

EDUCATIONAL BACKGROUND

LEVEL SCHOOL YEAR GRADUATED

Elementary Parallan Elementary 2009-2010

Parallan, Maayon, Capiz

High School Hipona National High School 2012-2013

Hipona, Pontevedra, Capiz

College Capiz State University 2017-2018

Bailan, Pontevedra, Capiz