UNIVERSITY OF MINDANAO

College of Hospitality Education

Program Hospitality Management

Physically Distanced but Academically Engaged

Self-Instructional Manual (SIM) for Self-Directed Learning (SDL)

Coverage: Week 1-3

Course/Subject: THC 7- PROFESSIONAL DEVELOPMENT & APPLIED ETHICS

Course Coordinator: Jeff E. Escamis
Author: Kiven G. Olivar

THIS SIM/SDL MANUAL IS A DRAFT VERSION ONLY, NOT FOR

REPRODUCTION AND DISTRIBUTION OUTSIDE OF ITS INTENDED USE.
THIS IS INTENDED ONLY FOR THE USE OF THE STUDENTS WHO ARE
OFFICIALLY ENROLLED IN THE COURSE/SUBJECT.
EXPECT REVISIONS OF THE MANUAL.
 Course Outline: THC 7 – Professional Development & Applied Ethics

Course Coordinator: Jeff E. Escamis

Email: [email protected]
Student Consultation:
Online Consultation (thru Blackboard)
Mobile: 09052464682
Phone: 09956438751
Effectivity Date: (082) 297-7024
Mode of Delivery: August 2020
Time Frame: Blended (On-Line with face to face or virtual sessions)
Student Workload: 54 Hours
Requisites: Expected Self-Directed Learning
Credit: THC 1
Attendance Requirements: 3
A minimum of 95% attendance is required at all
scheduled Virtual or face to face sessions.

Course Outline Policy

Areas of Concern Details

Contact and Non-contact This 3-unit course self-instructional manual is
Hours designed for blended learning mode of
instructional delivery with scheduled face to face
or virtual sessions. The expected number of hours
will be 54 including the face to face or virtual
sessions. The face to face sessions shall include
the summative assessment tasks (exams) since
this course is crucial in the licensure examination
for teachers.
Assessment Task Submission Submission of assessment tasks shall be on 3rd,
5th, 7th and 9th week of the term. The assessment
paper shall be attached with a cover page
indicating the title of the assessment task (if the
task is performance), the name of the course
coordinator, date of submission and name of the
student. The document should be emailed to the
course coordinator. It is also expected that you
already paid your tuition and other fees before the
submission of the assessment task.

If the assessment task is done in real time through

the features in the Blackboard Learning

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 Management System, the schedule shall be
arranged ahead of time by the course coordinator.

Since this course is included in the licensure

examination for teachers, you will be required to
take the Multiple-Choice Question exam inside
the University. This should be scheduled ahead of
time by your course coordinator. This is non-
negotiable for all licensure-based programs.

Turnitin Submission (if To ensure honesty and authenticity, all

necessary) assessment tasks are required to be submitted
through Turnitin with a maximum similarity index
of 30% allowed. This means that if your paper
goes beyond 30%, the students will either opt to
redo her/his paper or explain in writing addressed
to the course coordinator the reasons for the
similarity. In addition, if the paper has reached
more than 30% similarity index, the student may
be called for a disciplinary action in accordance
with the University’s OPM on Intellectual and
Academic Honesty.

Please note that academic dishonesty such as

cheating and commissioning other students or
people to complete the task for you have severe
punishments (reprimand, warning, expulsion)
Penalties for Late The score for an assessment item submitted after
Assignments/Assessments the designated time on the due date, without an
approved extension of time, will be reduced by 5%
of the possible maximum score for that
assessment item for each day or part day that the
assessment item is late.

However, if the late submission of assessment

paper has a valid reason, a letter of explanation
should be submitted and approved by the course
coordinator. If necessary, you will also be required
to present/attach evidences.

Return of Assignments/ Assessment tasks will be returned to you two (2)

Assessments weeks after the submission. This will be returned
by email or via Blackboard portal.

For group assessment tasks, the course

coordinator will require some or few of the
students for online or virtual sessions to ask
clarificatory questions to validate the originality of
the assessment task submitted and to ensure that
all the group members are involved.
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Assignment Resubmission You should request in writing addressed to the
course coordinator his/her intention to resubmit
an assessment task. The resubmission is
premised on the student’s failure to comply with
the similarity index and other reasonable grounds
such as academic literacy standards or other
reasonable circumstances e.g. illness, accidents
financial constraints.

Re-marking of Assessment You should request in writing addressed to the

Papers and Appeal program coordinator your intention to appeal or
contest the score given to an assessment task.
The letter should explicitly explain the
reasons/points to contest the grade. The program
coordinator shall communicate with the students
on the approval and disapproval of the request.

If disapproved by the course coordinator, you can

elevate your case to the program head or the
dean with the original letter of request. The final
decision will come from the dean of the college.

Grading System All culled from BlackBoard sessions and

traditional contact

Exam 1-3 -- 30%

Quizzes -- 10%
Research -- 15%
Assignments -- 5%
Final exam – 40%
All culled from on-campus/onsite sessions (TBA):

All culled from on-campus/onsite sessions (TBA):

Final exam – 40%

Submission of the final grades shall follow the

usual University system and procedures
Preferred Referencing Style APA 6th Edition.

Student Communication You are required to create a umindanao email

account which is a requirement to access the
BlackBoard portal. Then, the course coordinator
shall enroll the students to have access to the
materials and resources of the course. All
communication formats: chat, submission of
assessment tasks, requests etc. shall be through
the portal and other university recognized
platforms.

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 You can also meet the course coordinator in
person through the scheduled face to face
sessions to raise your issues and concerns.

For students who have not created their student

email, please contact the course coordinator or
program head.
Contact Details of the Dean Florence Kristina M. Jimenez
0922 432 5186
[email protected]
Contact Details of the Program Jacqueline M. Cenizal
Head 0917 770 5532
[email protected]
Students with Special Needs Students with special needs shall communicate
with the course coordinator about the nature of his
or her special needs. Depending on the nature of
the need, the course coordinator with the approval
of the program coordinator may provide
alternative assessment tasks or extension of the
deadline of submission of assessment tasks.
However, the alternative assessment tasks
should still be in the service of achieving the
desired course learning outcomes.
Instructional Help Desk [email protected]
Contact Details
Library Contact Details Brigida E.Bacani
[email protected]
09513766681
Well-being Welfare Support Ms. Danica Baja
Help Desk Contact Details 0975 560 4961

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Course Information – see/download course syllabus in the Black Board LMS

CC’s Voice: Hello hoteliers of the future! Welcome to this course THC 7: Professional
Development & Applied Ethics. I presume that at the press time you might
have contemplated that you would really want to be part of the hotel
industry.

CO : Before boarding into the real world of the hospitality industry as hotelier,
you are to establish appropriate professional business ethics & image
expected in the tourism/hospitality industry and know how to apply those
attributes of a tourism and hospitality professional in the hospitality field.

Let us begin!

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Big Picture
Week 1-3: Unit Learning Outcomes (ULO): At the end of the unit, you are expected to

a. Identify needs of the industry

b. Identify the determinants of personality
c. Analyze what image is best for you

Big Picture in Focus:

ULOa. Identify needs of the industry

Metalanguage

In this section, the most essential terms relevant to explain ULOa which is to
identify the needs of the industry will assist your learning process as you go deeper in the
lesson. These terms will help you determine what does it take to be one of the employees
in a luxury hotel, restaurants, cruise ship, and other establishments catering to the needs
of the visitors.

1. Personality- is defined as the characteristic sets of behaviors, cognitions,

and emotional patterns that evolve from biological and environmental factors.

2. Qualifications- either the process of qualifying for an achievement, or a

credential attesting to that achievement.

3. Excellent Guest Service- involves meeting and surpassing expectations. It

means showing the customer how important he or she is to you and the business
by interacting with he or she in a friendly- helpful and positive way.

4. Pleasing personality- is the aggregate of all the agreeable, gratifying, and

likable qualities of an individual. It means those who meet you, are really pleased
to meet you and would like to remain in your company.

5. Charisma- compelling attractiveness or charm that can inspire devotion in

others.

6. Personality Development- he relatively enduring pattern of the thoughts,

feelings, and behaviors that distinguish individuals from one another.

7. Physical Attributes- defining traits or features about your body. These are
aspects that are visually apparent, knowing nothing else about the person. To
get good examples of physical characteristics you should look at a person's
face, how tall they are, and what they are wearing.

8. Leadership- both a research area and a practical skill encompassing the ability
of an individual or organization to "lead" or guide other individuals, teams, or
entire organizations.

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Essential Knowledge

I suppose that most of us have had a foretaste of eating in a restaurant or have

stayed even once or have seen a hotel, inn, resort, or motel or were able to have a chance
to ride an airplane and see famous tourist destinations or travelled thought cruise ship
and go around different countries.

Tourism and hospitality industry are one of the factors that help the country in terms
of economic stability. There are too many people who are being hired in these industries,
thus producing a large number of employed individuals in providing a great and rewarding
experience in the hospitality world, these continue to grow and present new trends that a
guest could surely benefit from regardless of the cost it may give them.

The Tourism and Hospitality Industry

It is basic nature to man to travel, inquire about different aspects of a destination

or just go around. Even to the earliest stages of our evolution people have shown the
need to travel may it be for pleasure or survival. With the introduction of transportation
such as by air, land, and water wherein the purpose of travel is no longer just for pure
survival but for so many reasons such as business, leisure, religious or health. This
travelling spurred have affected the search for individuals who could serve as their front
liners in dealing with the travelers.

The need to meet that demand for workforce around tourist destinations also made
a great impact on the qualifications for the needed workforce. Almost everywhere, we
could find restaurants of various types and specialties. These food establishments are an
intrinsic part of the travel. We see how the restaurants and all other food establishments
evolved over the years. Different trends were introduced, and different food facilities
flourished. Now a days the qualifications became stricter. Different skills and pleasing
personalities are always there in every advertisement that a food company is looking for.

Do we have what it takes to be part of this industry?

Lodging facilities may include, motels, apartelle, condotels, inns, and other
establishments offering both food and bed at a certain cost. These lodging facilities grew
with travel, as travelers needed places for shelter and food in times during their travel. In
the evolution of lodging facilities, what does it take to become part of a luxury hotel?

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The Need of the Industry - the right Stuff

The growth of the hospitality and tourism industry for the last few decades have
evolve in multiple folds. Travelling that is easy, fun, cost effective and safe have
encourage the hospitality and tourism industry to go with the trend and equip their
workforce.

Technology has been the driving force that made the industry grow rapidly today.
More are travelling and more accommodations are added as airlines and cruises offer
more travel opportunities and promotions.

According to the World Tourism Organization (UNWTO) and World Travel and
Tourism Council (WTTC) 2019. The travel & Tourism Competitiveness Index2019 edition
of The Philippines are.

Key Indicators
International tourist arrivals 6,620,900
International tourism inbound receipts US $6,985.9 million
Average receipts per arrival US $497.5
T&T industry GDP US $40,928.2 million
% of total 12.4%
T&T industry Share of GDP
% GDP 12.4
T&T industry employment 2,935,600 jobs
% of total 7.1%
T&T industry Share of Employment
% total employment 7.1

Sources: World Tourism Organization (UNWTO) and World Travel and Tourism Council
(WTTC)

As of 2019 the global setting of travel and tourism today are:

The Hospitality and Tourism industry contributed close of $ 8 Trillion to the

Global Economy in 2017 which is expected to cross $10 Trillion by 2025
(officially).

Approximately 1350 Million is the number of international tourists last year based
on the figures presented by the World Tourism Organization.

1 out of 8 jobs in the US is provided by the Travel industry alone.

Further according to the WTTC report, travel and tourism accounted for over 313
million jobs. That’s close to 10% of total employment in 2017.

When almost every industry is fighting gender bias and the glass ceiling, the
hospitality and travel industry sets itself apart with 55% of the global workforces
as women.
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 The employment contribution of the hospitality sector is expected to rise at a rate
of 2.4% for the next decade. So, when other industries are facing job cuts, the
hospitality industry is set to keep offering more jobs.

Space Tourism is set to be a $ 30 Billion plus market by 2021.

When all associated sectors of the Hospitality industry are considered; like Hotels,
Restaurants, Timeshare, Entertainment and Travel; the value of the industry becomes
even higher. And for like us The Philippines as a developing country are going to witness
even bigger growth of the hospitality & tourism industry.

If you want to understand the volume and variety of careers in the hospitality
industry. Indeed, hospitality and tourism management career options are predicted to
grow from the industry’s current place at 1 in 10 jobs on the planet to 1 in 9 jobs on the
planet or 380 million jobs worldwide by 2027.

An extensive range of career opportunities are reflected in the diversity of a career

in the hospitality and tourism industry careers:

• Hotel operations: front office, rooms division, food & beverage, events
• Hospitality management: HR, finance, marketing, real estate, public relations
• Entertainment: venue management, event planning, sales, retail, VIP services
• Luxury: lifestyle services, private charters, VIP events & services
• Food & Beverage: fine dining, catering, culinary arts, sommeliers
• Health & wellness: spas, fitness, private clinics, retirement living, hospitals
• Online & technology: OTA’s, start-ups, sharing economy
• Other roles: hotel openings, hospitality consultancy, project management, R&D

Benefits of careers in the hospitality industry

More and more high school graduates and college-educated adults are discovering
the benefits of a career in the hospitality industry. Indeed, hospitality management careers
offer a fun and challenging work environment, they make it possible travel and work in
cities around the world, and they expose workers to many different people and cultures.
And there are other, more factual reasons to choose a hospitality management career. It
is a growing employment sector that offers good security and opportunities to advance in
a career for the future.

Careers in hospitality have competitive pay rates

Although rates of compensation differ from field to field and location to location,
hospitality positions offer solid starting salaries and ample opportunity for pay increases.
Here are the annual pay ranges for several popular hospitality management jobs in the
United States:
• Lodging Manager - $30,688 to $100,525
• Food and Beverage Manager - $29,870 to $67,822
• Travel and Tourism Manager - $32,000 to $124,616
• Casino Manager - $124,618 to $338,199

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Hospitality careers require transferable skills

In addition to the sectors within hospitality, travel, tourism and events, and their
various departments, hospitality graduates can branch out in their careers to other sectors
and businesses where their skills are in high demand.
These hospitality skills: service excellence, cultural & language skills, operational skills,
critical and creative thinking, discipline, work ethic, teamwork, communication,
managerial skills, financial management skills…

According to many recent articles, there are three characteristics for jobs that have
exceptionally low chances of being replaced by technology in the next 30 years. Here
they are and the reasons that hospitality management graduates will not have to worry:

• Relationship building: Handling special needs and providing personalized

services cannot be done by machines
• Creativity: Providing personalized, cultural experiences to please human
customers is unlikely to be replaced by AI.
• Managing the unpredictable: Customer emergencies and service issues require
problem-solving skills that require emotional understanding and tact that robots do
not have.

Hospitality jobs offer good benefits

Because many hotels are owned and/or operated by major companies such as
Marriott, Hyatt, and Hilton, they know what it takes to stay in business. In large part, this
means offering great benefits to attract and retain exceptional management team
members and staff workers. Industry leaders typically provide extremely competitive
healthcare packages and 401(k) retirement plans. They also often support generous
maternity leave, sick leave, and vacation pay policies. Many even offer tuition
reimbursement for various relevant educational programs.
Clearly, it is hard to find another field that promises as much professional
satisfaction and as many employment opportunities. But the type of education and
experience you have will greatly affect your career opportunities in the tourism and
hospitality industry.

Attributes of a Hospitality Professional

As these industries are vast, dynamic, and growing, these provide tremendous
opportunity for ambitious people who enjoy working with people and possess a well-
rounded personality. A person with this kind of personality is someone who behaves
professionally as required in his job. Being a professional begins on how one carries
himself in front of others; proper behavior and appropriate words are projected. Well-
rounded personality also includes competitiveness and integrity and the capacity to meet
the desired and promised result in one’s job.

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 1. Commitment. One must have a mindset to ensure the satisfaction of the guest as their
main priority. Must do whatever it takes to make and keep guests happy and would have
great chance to return to your place of business.

2. Boundless People Skills. If there is one thing that is important in the hospitality
industry, it is that employees must have the ability to effectively communicate with guest,
patrons, vendors, and other staff or what is known as charisma. Communicating with
everyone in a polite, conversational manner, is imperative.

3. Attention to Detail. In the hospitality industry, it is all about the comfort, approval,
and satisfaction of the guest. The smallest details must be adhered from the way
a table in the dining area is set, to the presentation of the food, to the serving of
the food/wine/beverage, to the room preparedness, bed turn down, to the wake-up
call because excellent guest service is very important to your guests.

4. Leadership and Teamwork. Hospitality employees have strong leadership skills

and can command projects which makes significant contributions to the client’s
overall success.

5. Enthusiasm and A Great Attitude. Great employees of the hospitality industry

are enthusiastic about their jobs and strive to do the best work possible. They want
to give their guests the best experience available.

Importance of Leadership and Personality Development

As discussed in the previous topic about the needs of the industry, there are so
many qualifications a tourism or hospitality establishments want their employees and
their applicants to possess. The leadership capacity of a certain applicant is also being
checked with the way they present themselves during interviews and by considering the
way they handled their past job experiences.

In this respect, it is noteworthy that a person would take much effort to find ways
to develop a pleasing personality. It is through understanding of one’s personality and his
peers or other people that will help him spell the difference between the words success
and failure in dealing with them.

In the field of tourism and hospitality, personality development would be a big help
to be able to climb to a higher level by transcending what a person already has. Wider
scope of development comes across when he can maximize his strengths.

Personality development will also be a great help to ensure that he would be able
to extend himself to the wants and needs of his guests. A person has a good personality
can be able to move through difficulties with more confidence, thus developing it could be
an important thing to consider. Personality development is incredibly significant because
it opens a person’s world to the reality of other people’s point of view. Through personality
development, a person will be able to achieve the following.

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 Improve the strengths and develop the weaknesses
Use the right gestures and postures needed for hospitality and tourism
professionals
Control feelings and emotions especially in tough situations
Develop pleasant expression and attitude towards guest
Posses personality needed in the corporate world

Self-Help: You can also refer to the sources below to help you
further understand the lesson:

https://www.soegjobs.com/hospitality-industry-what-the-future-holds/
https://www.soegjobs.com/overview-hotel-industry-sectors-segments-aspects/
https://www.soegjobs.com/overview-hospitality-tourism-industry-today/
https://reports.weforum.org/travel-and-tourism-competitiveness-report-2019/country-
profiles/#economy=PHL retrieved May 12,2020
https://www.ehl.edu/en/careers-in-hospitality

KEYWORDS INDEX

Personality Qualifications Excellent Guest Service

Pleasing personality. Charisma Personality Development

Physical Attributes Leadership Skills

Teamwork Commitment Enthusiasm

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 Big Picture in Focus:
ULOb. Identify the determinants of personality

Metalanguage
In this unit, the most essential terms relevant to reveal ULOb which is to Identify the
determinants of personality to help you validate the essential qualities of the professional
hotelier which you will be after apply how to cope with the industry’s demand. The
following terms and definition will assist your learning process as you go profoundly in the
lesson.

Personality- this is a way of thinking; the way one person behaves and feels. It is
also characterized on moods, attitudes, and opinions and on how they interact
with other people. The behavioral characteristic can be innate or acquired
through one’s relations with environment and the social group.

Psychological- affecting or arising in the mind or related to the mental and

emotional state of a person.

Biological- used to describe processes and states that occur in the bodies and
cells of living things.

Socio-Cultural- different groups of people in society and their habits, traditions,

and beliefs.

Essential Knowledge

It is natural to man to have the tendency to be independent or might have the

inherent distinguishing characteristic including the way he thinks, feel and act. Basically,
we are an individual with mental, physical, spiritual, and emotional bodies that make us
unique and distinct. In this way we become responsible to how we should commune with
others.

The journey of evolution is the unfolding is the unfolding of these four bodies in
nature through us into life, which is the expression of the one cosmic body. As humans
we basically self-centered because our lives are valuable to us, therefore we center things
on us.

Nature of Personality

Personality refers to the total person, the expressions of what you are and what
you do, the core of everyone, and even the product of all the responses that are
expressed in everyday living in home, school, office, theatre, etc. Personality can be seen
one’s way of talking, walking, dressing, wand ways of reacting to something, his attitude

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and even his interests. In other words, it is the image one is showing to other people be
it acceptable to them or not.

In totality the psychological, biological, socio-cultural, and other traits are evident
in the way one thinks, talks, feel, act, and relate to others. As what the saying goes “First
impression is lasting”. It always has a great impact on the person’s personality on the first
time that you had an encounter with.
In which in the working environment that more employees consider personality as
the greatest requirement in the success or failure of an employee. Maturity level,
intelligence quotient, poise, communication skills and positive personality traits are a few
of the criteria for one to be hired.

Determinants of Personality

Physical environment plays a vital role in molding man’s mind which this
environment will determine his cultural development and eventually that
culture will evolve which determines its personality.

Hereditary is another factor to determine human personality. Some of the

similarities in man's personality are said to be due to his mutual heredity. Every
human group inherits the same general set of biological needs and capacities.
These common needs and capacities explain some of our similarities in
personality. Man tends to resemble his parents in physical appearance and
intelligence. However, heredity does not mold human personality alone and
single-handed. We can assume that there are genes for normal personality
traits just as there are genes for other aspects of human life and functioning.
Heredity only furnishes the materials out of which experience will mold the
personality.

Experience determines the way these materials will be used. An individual may
be energetic because of his heredity but whether he is active on his own belief
or on behalf of others is a matter of his training.

Culture largely determines the types of personality that will predominate in the
group which some sociologist said that personality is the subjective aspect of
culture. They regard personality and culture as two sides of same coin. The
development of a personality and the attainment of culture are not different
processes but one and the same learning process. Personality is an
individual aspect of culture while culture is a collective aspect of
personality. Each culture produces its special type or types of personality. An
intimidating influence dominating the individual and molding his personality by
virtue of the ideas, conceptions and beliefs which had brought to bear on him
through communal life. The culture provides the raw material of which the
individual makes his life. The traditions, customs, habits, religion, institutions,
moral and social standards of a group affect the personality of the group
members. Every culture employs a series of general influences upon individual
who grow up under it. Even though that individual ideas and behavior are
largely the results of cultural conditioning, it should not be concluded that
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 culture is a massive dye that shapes all that come under it with an identical
pattern. All the people of a given culture are not of same cast. Personality traits
differ within any culture. Personality is not totally determined by culture even
though no personality escapes its influence. It is only one determinant, among
others.

Characteristic of Personality

To help us extricate the real attributes of an individual we need to consider some

criterion that will set the standards of evaluating its fundamental characteristics.

Psychological and Physiological – the biological needs of a person

influenced the real psychological attributes of an individual.

Behaviors and Actions- the impressions you display in the way you
behave, act, or relate to others will reflect what kind of a person you are and
who you are.

Various Expressions- the way you think, feel and how you socialize with
others may visualize what type of a person you are.

Consistency- this must be considered when determining personal

attributes. You normally see people act in the same way in different
circumstance. You can say that he is someone like that when you continue
to observe a consistent behavior of his personality.

How well you to know yourself?

God has given us you a unique personality, it depends on you on how to enhance
or improve it. Your environment is rich in culture and educational opportunities for
improving your personality. All that is required is dedication, time, and effort. The more
you know and understand your personality, the more chances you will be able to guide
yourself and regulate your life.

What benefits of knowing oneself?

It might be apparent, but here in a nutshell are a few sources why you might want to
know your own nature:

• Happiness. You will feel happier when you were able to express who you are
and able to get what to desire.

• Less inner conflict. You can express your feelings and values which create
lesser conflict in yourself.

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 • Better decision-making. When you know yourself well you are able to
make better choices about everything. It might be just a decision on what clothing
we are you want to but to big decision on whom you want to spend your life with.

• Self-control. Knowing yourself deeply will motivate you to resist bad habits
and develop good ones. You already have the perception to know what values
and goals you will follow.

• Resistance to social pressure. When you know your stand and you are
grounded to your values, preferences, and belief you are less to be influence by
the people around you.

• Tolerance and understanding of others. Awareness of your limitations

and skirmishes can help you commiserate with others.

• Vitality and pleasure. By knowing the deep sense of yourself will encourage
you to feel more thriving and help your experience more fruitful, richer, wider, and
exciting.

Now that you already know that self-knowledge is essential in your being let
us get into the vital signs of self-knowledge.
VITAL signs of self-knowledge

Values- such as helping others, it is being creative, having the financial security,
which somehow guides one person to making decision and would motivate to
reach goals in life.

Interests-these are passions, hobbies, and the things that you want to do for a
period.

Temperament-these are inborn preferences, like if you opt to be alone(introvert) or

from being with people (extrovert) or are you a planner or a go-with the flow
type of person? Do you make decision based on feelings, thoughts or facts?
When you were able to give your answer to these questions you then gauge
your temperament.

Around-the-Clock Activities- these refers to when you like to do things your

own pace. Are you a morning person or night person?

Life Mission and Meaningful Goals- question you need to ask yourself is
“What have been the most meaningful event/s of your life? In which by
remembering those things would entail your hidden identity and direct you to
your future career and life’s satisfaction and joy.

Strengths- these are not just your abilities, skills, and talents but also character
strengths such as loyalty, respect for others, love of learning, emotional,

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 intelligence, fairness, and others. Knowing your strengths is also the
foundation of self-confidence because when you are not able to identify your
strength will put you on the path to low self-esteem.

Being able to know yourself sounds easier than it is. When you have made a
discovery about one of your "VITAL Signs," you will feel a sense of excitement. Acting on
self-knowledge will give you energy and save you energy. You’ll feel freer and stronger
because you no longer conform to how you “should” feel, think, or act.

Ways for Self-acceptance and be a better person

• Get rid of your childhood judgments- learn to accept yourself, not only your
faults but those perceived faults in the real world. Understand your self first
before you accept it.

• Build a Holistic Picture of yourself- Instead of centering on your weaknesses

take time to focus more on your strengths.

• Accept the fact that you are a work in progress- daily we are a being molded
and formed according to what we are supposed to be. You are human being
and you are vulnerable to flaws and pains and failures are normal process we
go through.

• Do not be hard on yourself- recognize your faults so you can learn and grow.
But there is a big difference between growth and negative obsession: make sure
you have not crossed that line.

• Forgive- carrying grudges or baggage of hate around the things that conspire
for a long time. Learn to make amends, pardon those who have made mistakes
to you.

Suitable Personality Attributes and Behaviors

Listed below are few of suitable personality attributes and behavior one should possess
specially for those in the tourism and hospitality industry.

o Giving up seats for old people, ladies, and pregnant women in any public
places
o Respectful when talking to other people
o Allowing other people to speak when in group discussions
o Listening when someone speaks
o Respecting others’ opinion
o Greeting everyone in the workplace
o Assisting guests with their concern
o Immediately responding to guests’ requests/queries
o Serving guests with a sincere smile and enthusiasm

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Ways to improve your personality

1. Try to be conscious of the other person. It is important that you talk about the
topic that interests the other person and he will regard you as a person with an
interesting personality.
2. Try to assume that people like you. If show that you want people to talk to you,
they will respond warmly.
3. Do not be shy nor be afraid to admit your defects. Nobody is perfect, remember
that.
4. Admire your friends, it shows that you like them.
5. It is helpful that you associate with people who are successful and happy. Try
to seek the company of others who can give you new points of view and
thoughts, new hopes and new life.
6. Attend social gatherings
7. Change your environment occasionally. A vacation will be helpful. Change your
atmosphere whenever you can, reward yourself whenever possible.

Bothersome Personality Qualities and Behaviors

1. Failure to greet incoming and checked-in guests
2. Inability to provide needed information of guests
3. Not sharing responsibility for making conversation
4. Showing irritations when serving guests
5. Not calling guests by “Sir”, “Ma’am”, or “Mr.”, “Ms.”
6. Shouting at guests/fighting with guests
7. Poor table manners
8. Failing to observe social amenities (opening doors and the like)
9. Not paying their share on double dates
10. Conversing on one subject, like sports, excluding women in the group
11. Asking for suggestions on how to spend an evening, then ignoring them
12. Putting an arm around a girl in a theater
13. Taking a girl’s arm when walking
14. General bossiness
15. Applying makeup in public

Self-Help: You can also refer to the sources below to help you
further understand the lesson:

1. https://specialties.bayt.com/en/specialties/q/294510/first-impression-is-the-last-impression-do-you-agree-
or-disagree/
2. The 8 great Motivators.” Selig M. Changepower! 37 Secrets to habit Change Success
(Routledge,2009)
3. Rubin, G. Better Than Before ( Crown,2015)
4. https://www.psychologytoday.com/us/blog/changepower/201603/know-yourself-6-specific-ways-know-
who-you-are

Page 18 of 28
5. Bernardo, Rodolfa, Jr. (2018) Leadership & Personality Development for Tourism and
Hospitality Professionals. Mindshapers Co., Inc. Philippines
6. https://specialties.bayt.com/en/specialties/q/294510/first-impression-is-the-last-impression-do-you-agree-
or-disagree/

KEYWORDS INDEX
Personality Psychological Biological Socio-Cultural-

Temperament Values Hereditary Forgive

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 Big Picture in Focus:
ULOc. Analyze what image is best for you

Metalanguage
Look at the corporate world. Look at everyone you see. What do you observe?
How will you assess the people you interact with? How do you see them as a person?
Can you exactly tell who us who?

Image this is what a person shows or projects.

Authoritative a person who is imperious and self-self-assured; likely to be respected

and obeyed.

Masculine having traits or appearance traditionally associated with men, especially

strength and assertiveness.

Feminine having attributes or an appearance traditionally associated with women,

especially delicacy and loveliness.

Businesslike approach that a person portrays that is practical and effective and is
not personal.

Essential Knowledge

Impact of your Image

As future tourism and hospitality, your image will be one of the bases when you
apply for a job. Whatever position you are applying for your image will be checked. Are
you fitted to that position? Are you the right person for that job? Do you have what it takes
to be part of the company.
The way you present yourself in this world will greatly affect how people treats you.
If you present yourself as a good person, then you will be treated well.

As future tourism and hospitality professionals check yourself. Many young

Filipinos are not confident of themselves. They present it poorly. If you are one of them,
check and do the necessary actions to change it. Consider what other people sees in you.
If two or more people have the same comment regarding your behavior, then maybe that

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is the perfect time to check it out and evaluate yourself. Although it is complicated, but
the important thing is that you know what to change, how to change it or improve thus
personality enhancement be beneficial.

Image Types

Authoritative – one who is respected as someone with leadership capacity, someone

who could command his members, or someone who has the personality of
being strong and confident.

Masculine – a guy who is manly in the way he talks, walks, and behaves.

Feminine – characteristic of relating to a woman who have the attributes of being a

lady.
Businesslike – characteristics of a businessman who is serious type and confident.

Other images can be:

Casual, Macho, Sexy, Chic, understated, friendly, and flashy.

Whatever image you want to portray convince your self that it is also what you
aspire. You cannot project a friendly image when you are so serious. You cannot be chic
or casual when you are a bossy type. Body language plays a crucial role in the image you
are projecting. If you want to be masculine. Be a man. Be gentleman, be responsible as
a man. Your facial expression should show that you are a man. Just the same with a lady.
If you want to recognize as a lady so act as one, be gentle, do not be rude or boyish. Act
the way a woman should act.

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 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

UNIVERSITY OF MINDANAO
College of Hospitality Education
Bachelor of Science in Hospitality Management

Physically Distanced but Academically Engaged

Self-Instructional Manual (SIM) for Self-Directed Learning (SDL)

Course/Subject: THC7 – Professional Development & Applied Ethics

Author: KIVEN G. OLIVAR

Course Facilitator: JEFF E. ESCAMIS

THIS SIM/SDL MANUAL IS A DRAFT VERSION ONLY; NOT FOR

REPRODUCTION AND DISTRIBUTION OUTSIDE OF ITS INTENDED
USE. THIS IS INTENDED ONLY FOR THE USE OF THE STUDENTS
WHO ARE OFFICIALLY ENROLLED IN THE COURSE/SUBJECT.
EXPECT REVISIONS OF THE MANUAL

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Course Outline: THC 7 – Professional Development

Course Coordinator: Jeff E. Escamis

Email: [email protected]
Student Consultation: Blackboard LMS
Mobile: 09052464682
Phone: (082) 297-7024
Effectivity Date: August 17, 2020
Mode of Delivery: Blended Learning
(Online with face to face or virtual sessions)
Time Frame: 54 Hours
Student Workload: Expected Self-Directed Learning
Requisites: THC 1
Credit: 3
Attendance Requirements: For all scheduled Virtual or face-to - face sessions
a minimum of 95% attendance is expected.

Course Outline Policy

Areas of Concern Details

Contact and Non-Contact Hours This self-instructional 3-unit course manual is
designed for hybrid instructional delivery style
learning with face to face scheduled or virtual
sessions. The expected number of hours is 54
with face-to - face or virtual sessions included.
The face-to - face sessions shall include the
summative assessment tasks (examinations).
Assessment Task Submission The evaluation tasks are to be submitted on the
3rd, 5th , 7th, and 9th week of the term. The
assessment paper shall be attached with a
cover page stating the title of the assessment
assignment (if the assignment is performance),
the name of the course instructor, the date of
submission and the student's name. The
reports are sent out via email to the course
coordinator.

If the evaluation function is conducted in real

time through the apps in the Blackboard
Learning Management System, the course
planner shall prepare the schedule in advance.
Turnitin Submission (if necessary) To guarantee honesty and authenticity, student
outputs are required to be submitted through

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Turnitin with a maximum 30 percent similarity

index permitted for specific types of evaluation
tasks such as essays, writing-ups or literature
review.

Please note that academic dishonesty such as

stealing and commissioning other students or
individuals to complete the tasks has severe
penalties for you (reprimand, warn, expel).
Penalties for Late Assignments/ The score for an assessment item submitted
Assessments after the agreed period on the due date, without
an accepted time extension, will be decreased
by 5 % of the assessment item 's total maximum
score for each day or part day that the
assessment item is late.

However, if there is a legitimate reason for the

late submission of the evaluation report, the
course coordinator will submit and accept a
letter of explanation. The student will also be
expected to present / add proof where
appropriate.
Return of Assignments/ Two (2) weeks after the submission, the
Assessments assessment tasks are returned to you. This will
be returned by email, or through the portal of
Blackboard.

With online or interactive sessions, the course

instructor may allow some or more of the
students to ask clarifying questions with group
evaluation tasks in order to verify the originality
of the assessment assignment submitted and
to ensure that all group members are involved.
Assignment Resubmission You can request his / her intention to resubmit
an evaluation assignment addressed to the
course coordinator in writing. The resubmission
is based on the applicant's failure to satisfy the
similarity index and other equal standards, such
as requirements for academic literacy or other
applicable circumstances, e.g. disease,
financial event constraints.
Re-marking of Assessment You may request in writing that the program
Papers and Appeal coordinator be approached with your plan to
appeal or challenge the score given to an
evaluation task. The letter clarifies the reasons
/ points for directly contesting the grade. The
Program Coordinator shall communicate with

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the students about acceptance and rejection of

the submission.

If the course coordinator disapproves, the

original letter of request used to refer the case
to the head or dean of the program. The final
decision comes from the Dean of the class.
Grading System All culled from Black Board sessions and
traditional contact

Course discussions/exercises –30%

1st exam – 10%

2nd exam – 10%
3rd exam – 10% All culled from on-
campus/onsite sessions (TBA):

Final exam – 40%

Final grade submission shall follow the

University's usual system and procedures.
Preferred Referencing Style Depends on the discipline; using the general
procedure of the 6th Edition of the APA if
unclear or insufficient.
Student Communication You are required to create an email account
from umindanao which is a requirement to
access the portal from BlackBoard. The course
coordinator will then inscribe the students to
have access to the course materials and
resources. All contact formats: chat,
presentation of evaluation assignments,
requests etc. shall be recognized channels via
the portal and other university.

You may also contact the course instructor in

person through the face-to - face sessions
arranged to discuss your concerns and
questions.

For students who did not establish their student

email , please contact the coordinator of the
course or the head of the program.
Contact Details of the Dean FLORENCE KRISTINA M. JIMENEZ, PHD.
0922-432-5186
[email protected]
Contact Details of the Program JACQUELINE M. CENIZAL
Head 0917-770-5532
[email protected]

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Students with Special Needs Students with special needs shall clarify the
essence of their individual needs with the
course instructor. Depending on the complexity
of the need, the course coordinator can provide
alternative assessment tasks with the program
coordinator 's approval or extend the deadline
for the submission of evaluation tasks.
Instructional Help Desk Contact [email protected]
Details
Help Desk Contact Ms. Brigida E. Bacani
0991022141
[email protected]
Library Contact Ms. Danica Baja
0975 560 4961

Course Information – see/download course syllabus in the Black

Board LMS

CC’s Voice: Hello hoteliers of the future! Welcome to this course THC 7:
Professional Development & Applied Ethics. I presume that at
the press time you might have contemplated that you would really
want to be part of the hotel industry.

CO Before boarding into the real world of the hospitality industry as

hotelier, you are to establish appropriate professional business
ethics & image expected in the tourism/hospitality industry and
know how to apply those attributes of a tourism and hospitality
professional in the hospitality field.

Let's Start

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Big Picture

Week 4-5: Unit Learning Outcomes (ULO): At the end of the unit, the students are
expected to:

c. To determine the personality development and the intellectual attributes

of personality; and
d. To understand know the emotional attributes of personality.

Big Picture in Focus:

ULO a. To determine the personality development and the
intellectual attributes of personality.

Metalanguage
In this section, the most essential terms relevant to explain ULOa which is to identify the
background on human development will assist your learning process as you go deeper in the
lesson.

1. Personality development – is the development of the organized pattern of behaviors

and attitudes that makes a person distinctive. Personality development occurs by the
ongoing interaction of temperament , character, and environment.

2. ID is said to be the only component of personality that is present from birth and is
considered as a source of all “psychic energy” making it a rising primary component of
one’s personality.

3. Ego - this aspect of personality is responsible for dealing with reality; the ego is best
given a description in layman’s terms as the logical or civilized sibling or spawn of the
ID.

4. Super Ego - this holds of our internalized moral standards and ideals that we acquire
from both parents and society – our sense of right and wrong.

5. Sensory memory - represent information we receive through the senses that is very
brief and lasts only as much as a few seconds.

6. Long term memory - now let's not forget our long-term memory, which is more similar
to permanent storage of a computer. this memory is relatively permanent and
practically seems unlimited in terms of its storage capacity.

7. Short term memory - takes over when the information in our sensory memory is
transferred to our consciousness or our present field of awareness.

8. Forgetting - The counter part of remembering is forgetting we can’t simply talk about
it without mentioning its counterpart.

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Essential Knowledge

As you go along studying personality enhancement, it would be significant that you study the
background on human development. This will surely help you understand others and more
importantly one’s personality as you continue to discuss the stages of human growth as
supported by different views and theories.

PERSONALITY DEVELOPMENT

The Phycological Aspects of Human Development

Human development was broken down into specific stages by most theorists, which are
typically progressive. This means that you must pass through one stage before you can get to
the next. Think about how you learned to run; first you had to learn to crawl, then you learned
to walk, and finally you developed the skills for you to run. Without the first two stages, running
would be impossible. However, what if you passed beyond that the threshold and you can no
longer back track?

The most prominent stage theories in regard to motor and cognitive, social development, and
moral development will be discussed here. As told, most of these stage theories are
progressive, although there are some which are not, such as Erickson’s psychosocial and
Freud’s psychosexual wherein a person fails to complete the stage. However, this failure will
regretfully result in difficulties later in life.

To put things in perspective, the following will offer an overview of development according to
psychology principles.

The Motor and Cognitive Development

This comes in timely and specific stages which are normally progressive. It must pass through
one stage before proceeding to the next. In simple terms, it can be compared to a video game
with many stages and levels, each having its own level of difficulty, usually increasing or
decreasing, depending on the players’ skill in playing the game. Realization of
accomplishment comes then as benefits upon completion of each stage, which gives a boost
on our psychological wellbeing when we beat the game.

Below show the developmental stages of one’s personality:

1. Infants (0-2 years old). According to Jean Piaglet (1896-1980) in his book, the origin
of intelligence in children (1952), infants begin their journey of sensory motor stage
development, from the time of birth, up to two years of age.

As infants, they start out by first learning to crawl, walk and clumsily as it may appear
during the beginning. In time he gets better at it, hence the term progressive, until
finally, advancing and developing the skills to eventually learn how to run.
Progressively, on each stage or breakthrough so-to-speak, the child begins to process
information, over time; he begins to learn the ability to interact with the world in which
his own curiosity fuels this behavior. One good example is when one recalls seeing
children at this age, when they are handed something, they associate with it by
immediately placing it in their mouth, as the need for sustenance is the first lesson they
learn.

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2. Toddlers (2-6years old). The child absorbs interactive information like a sponge. As
the theory of cognitive development (Jean Piaglet) explains, children go through
different progressive stages in which the baseline or the beginnings of a character or
a personality is created. What or who we become as individual characters start from
somewhere and that somewhere is here. Through the use of words and images, the
children in this stage of development will learn how to interact with the environment in
a more complex manner.

3. Adolescence (7-12 years old). A stage of emotional and physical development,

ending to what is commonly referred to as puberty, an onset of physical changes brings
a surge of biochemical activity that cause a lot of changes physically. For females,
changes like enlargement of the mammary glands, to changes in the tone of voice and
for males, occur at this junction in human development, a myriad cocktail, embodied
by a string of cognitive, emotional, physical and attitude changes that can leave one
conflicted and confused without proper guidance. Due to surging hormonal levels, it is
at this point that we begin to explore the concept of attraction to the opposite sex.

This is a turning point in our intellectual development, from this point on we either move
forward to our next stage (breakthrough) or we remain as in and development will
simply progress at a very slow and tedious pace in our transition from being juveniles
to young adults.

4. Teens (13-19 years old). At the onset and still following the wake of puberty, young
adults or teens begin to explore these newfound physical and psychological
sensations, sex for instance and the concept and or act of copulation, is explored. The
danger of unguided teens often going to astray is high. It is a this point that family ties
must be vigorously enforced and practiced, lest the teen not finding this in a family unit,
would only drive them to seek approval and understanding from other peer groups,
which may often be in the same situation as they are in and may therefore give them
unwise counsel. Young adults at this stage in their development need to understand
first what is happening to them, both physically and psychologically. Tempered
restraint in a package that they can easily understand, may be introduced by an adult
parental figure.

Since this is the time for rapid development, patience is needed. As young adults at
this stage would not exercise any yet, they all want to be understood, to know and be
acknowledged in their search for that unique social identity.

5. Adulthood (20 years old beyond). For humans, this is a period physical and
psychological stabilization. What one had to go through as young adults, at this point
begins to form and stabilize and provided a breakthrough has been achieved
psychologically as a young adult. As much of what was instilled in man during this time
will manifest itself starting at this junction, throughout his entire life. It is at this time
that one develops the complexities of relationships, knowledge, experience, wisdom,
and spiritually, like wine, through a progression of years, one becomes more self-
aware.

Erickson’s Stage of Psychosocial Development

Erik Erickson’s (1902-1994) has another version of human development wherein he

maintained that children develop in a predetermined order, like piaget. However, instead of
focusing on cognitive development, he was then interested in how children socialize and how
this affects their sense of self. He then proposed his theory having eight distinct stages, each
with two possible outcomes. In his theory, he stressed that successful completion of each

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stage results in a healthy personality and successful interactions with others. In this light,
failure to successfully complete a stage can result in a reduced ability to complete further
stages and therefore unhealthier personality and sense of self. These stages, however, can
be resolved successfully at a later time.

The following are the eight stages of Erickson’s theory on psychosocial development of human
beings:

a. First Stage: Trust vs. Mistrust

This is said to occur between birth up to an individual’s first year of aged describe by
Erickson as the most fundamental stage in psychosocial development. He explains
that as an infant, one is utterly dependent, wherein the core development of trust is
based on the dependability and quality of the child’s parents. An individual, like for
instance in this case is a child, develops trust through an attachment to a parental
figure who fulfills a role of creating a feeling or a circle of bliss in the form of safety and
security for the child, by way of giving definition one may address this as Good
Parenthood, now the opposite of this however, is when the comfort of safety and
security blanket is withdrawn. Uncertainty and doubt, compounded by rejection, will
negate the feeling of trust to mistrust a child is left out to discover the world on his own.
Trial and error so-to-speak, the child discovers physical or mental (emotional) pain if
hurt and the fear of it develops. Stopping the child to explore freely as one will begin
to develop caution. He now begins to harbor doubt, the child becomes self-aware of
the danger of being hurt, wherein the psychosocial development is hindered (slowed
down) by this process.

b. Second Stage: Autonomy vs Shame and Doubt

This take place during early childhood wherein one develops a greater sense of
personal control. As infants, when they need to defecate or pee, they simply do, without
cause whether they may make a mess inside their diaper or not, Erickson believed that
learning to control one’s body functions leads to a feeling of control and a sense of
independence , potty training with emotional gratification and self-fulfillment a person’s
reward. Person who successfully complete this stage feel more secure and confident,
those who do not are left with a sense of inadequacy, self-doubt and often low-self-
esteem.

c. Third Stage: Initiative vs. Guilt. When a child begins to go to school such as
kindergarten or preschool, he begins to interact with other children. However, if
observed, some children begin to assert dominance over an activity. For instance,
when a group of children playing a game of heroes and villains, a dominant child,
through social interaction, would impose that he or she is the hero and the rest should
be villains. To simply be the bad guys is unacceptable. The child doesn’t know it yet
but these are the first tentative steps towards learning how to be confident. Children
who demonstrated dominance at this stage may develop qualities that in the future
would make them become capable leaders, unlike their “villain” counterparts. If this
behaviour is not curved, children who do not achieve this breakthrough often are left
with deep psychological scars bordering on guilt and demoralizing low self-esteem,
when a child begins to doubt himself, this negates the fuel that pushes his initiative.

d. Fourth Stage: Industry vs. Inferiority. A child encounters this stage of development
from approximately between ages five and eleven. A child’s peer circle begins to grow.
Social interaction becomes more complex, and children begin to develop the need for
self-gratification, a need of validating their accomplishments and abilities. Just imagine
a child with so much self-doubt and low self-esteem, he glows when he is given
encouragement by a parental figure. This leads to a higher belief in himself. He

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eventually develops confidence. Children who receive very little or no

acknowledgement will doubt their abilities and more often becomes unsuccessful.
Some even spiral to a psychological state of having the need to be constantly satiated
for their hunger for attention and validation.

e. Fifth stage: Identity vs. Confusion. This occur during adolescence wherein children
become more and more independent, that they learn more about themselves as a
person. Parental guidance at this point becomes crucial as the proper motivation will
develop a strong sense of self. Those who do not achieve this breakthrough remain
unsure of who or what they are, and most often become insecure and confused about
themselves and their future, thus question “who am I, what am I, what am I here for?”

f. Sixth Stage: Intimacy vs. Isolation. This happens during early adulthood. A great
example of this stag is when one starts to explore twist and turns of inter-personal
relationships. There will be a time in one’s life that a person come to develop a close
commitment with another individual. This is a stage where a person’s earlier
psychosocial development becomes a crucial in the outcome of this one. Imagine a
person totally unsure about what he might want in a relationship. This will lead to bad
relationships with very low commitment levels, whereas, this translates to a high
probability of emotional stress like depression brought on by rejection coupled with a
bout of loneliness.

g. Seventh Stage: Generativity vs. Stagnation. As we progress adulthood, lest us

assume that we have reached a stage of a well-meaning career or int his case building
a family. This stage focuses on fulfillment. In terms of a career, we come to a realization
that we are contributing to society at large. We develop a sense of continuance with
our family, more importantly our children, through whom we understand the meaning
of the mortality and immortality. We learn at this point that everything comes into
actuality, we realize that we measure up. Satisfaction about what we have done is
high, and we in effect are satisfied.

h. Eight Stage: Integrity vs. Despair. This is when we confront the realization of our
own mortality. As an old person, we start to look back on what we have done in the
past, on things that might have or could have been. Regret may be present at this
stage with a feeling of life or time spent wasted or on the other hand this can be the
apogee of one’s life where one feels proud of one’s self and what has done, so goes
the saying “if I could do it all over again I won’t change a thing”. This segment in one’s
psychosocial development ushers a life well spent looking back with few or no regrets,
basically, having one’s eye closed but one’s heart open.

Freud’s Stages of Psychosexual Development

The name Sigmund Freud (1856-1939) is a household nom de guerre in the field of
psychology. His theories on the evolutionary process of the human persona have influenced
many scholars not only during his time but at the present time as well.

In his stage, of Psychosexual Development, said to be contrary or in most circles –

controversial. There seems to be an agreement with Erik Erickson, though may be different in
approach, that all stages, steps and or sequences must be progressive and must result in a
successful and timely completion for a healthy personality. If otherwise, this will lead to
completely the opposite which is an unhealthy personality, but both mirror the same idealism.
Although Freud through his work believed that we develop through each stage, step or
sequence based on erogenous, there is a meeting of minds when both experts seem to agree
that a unsuccessful completion of each stage would mean that the child concerned may

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become fixated on that particular if not specific erogenous zone repeatedly, over and over
again, even to the point of indulging or giving in to these erogenous zones even as adults.
One good example is when a full-grown person still does not get over the idea of collecting or
playing with toys regardless of one’s age.

These are the different stages of Psychosexual Development progression by Sigmund Freud:

1. The First Stage: Oral. This is first stage from birth to about 18 months old, along
this stage; the child is focused on oral pleasures like putting things handed to him
directly into his mouth, in other words – we suck at this stage. Freud implies the
idea that too much or too little gratification can result in an oral fixation or oral
personality meaning persons of this level may have a strong affliction or
dependency to external or artificial stimuli, which could be as simple as being
addicted to coffee or worse, drug dependency. Person with this psychological quirk
may have or develop dependency also on other people and may have the inability
to “stand on their own”.

2. The second Stage: Anal. This is form 18 months to three years wherein the child’s
focus of pleasure is on eliminating and retaining feces, similarly in comparison with
Erikson. Freud states a dependency through good parenting, the child has to learn
to control anal stimulation or in layman’s terms “potty training”. This stage may
result in an obsessive-compulsive behavior with cleanliness, and perfection – a
neat freak, the opposite of which is contrary when the person may become messy
and disorganized – a slob, more or less.

3. The third stage: Phallic. This stage occurs during three to six years old. During
this stage Feud believes that a person may develop unconscious sexual desire for
a parental figure, in this case shall we say: MOM. Attachment to the maternal figure
is at its height. One may notice children running towards mom and not dad when
hurt. Children may even begin to fear their paternal figure and develop a fixation
towards the mother, thus the term “mama’s boy”. It is during this stage also that
Feud believes that a boy develops unconscious sexual desires for his mother. It is
because of this, that he becomes a rival with his father and sees him as competition
for the mother’s affection. It is during this time also that a boy develops a fear that
his father will punish him for these feelings, such as by castrating him. Afterwards,
it was added that girls go through similar situation, the development of unconscious
sexual attraction, not to their mother, but to their father. However, Freud strongly
disagreed with this. Regardless of his disagreement, it has been termed the Electra
complex by more recent psychoanalyst.

According to this theory of Freud, out of fear of castration and due to the strong
competition of his father, a boy eventually decides to identify with him father than
fight him. The boy then develops masculine characteristics and identifies himself
as a male and represses his sexual feelings toward his mother by identifying with
his father. According to some psychoanalysts, fixation at this stage may result in
sexual deviance both overindulging and avoidance and a weak or confused sexual
identity.

4. The fourth stage: Latency. Occurring by the age of six to puberty, it is during this
stage that sexual urges remain repressed and children interact and play mostly
with same sex peers. One may observe children, boys playing boy’s game and
girls playing girls’ games. Only in rare instances that there may be a mmix or
interchange of both, wherein a boy ay become interested in playing house instead
of cops and robbers.

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5. The fifth stage: Genital. This is the final stage of psychosexual development
which begins at the onset of puberty, a person’s sexual urges for the first time
become active. The problem is, this is the first time a person may not be
psychologically equipped to understand the myriad of changes happening to him.
Guidance at this point is crucial. It is often associated to coming of age, a time
when parents are advised to initiate that age-old talk about the “birds and the bees”.

Structural Model of Personality

Sigmund Freud’s structure of personality includes the ID, EGO and SUPEREGO. According
to him, the key to a healthy personality is a balance between these elements that if they will
work together will create complex human behaviors.

a. The ID is said to be the only component of personality that is present from birth and is
considered as a source of all “psychic energy” making it a rising primary component of
one’s personality. This part of a person’s personality I said to be entirely unconscious
having a completely instinctive and primitive behaviour. Basically, the ID is motivated
only by the reward of emotional gratification-pleasure. An average person is driven by
his needs but in this case take away the reasoning or logic, that is the ID, when it wants
it, it wants it now, if not satisfied, this may result in emotional stress like sadness or
anger. In more physical terms: pain, hunger, and thirst can solicit an attempt to remove
the cause of pain, eat or drink.

Notice for example an infant, if hungry or uncomfortable, the baby will cry. Parents
would usually hover around the child until pacified with what the child wants or in this
case what the ID demands. Remember however, more often giving into these needs
is not always favorable to one’s psychological development, as it may pave the way to
dependency in the form of psychological incapacitation, developing into a what can
colloquially address by the term – being a spoiled brat. We, as individuals, will be
entirely controlled by the need to pleasure ourselves. We may even find ourselves in
a situation that we start taking what is not ours to satisfy or satiate our craving or worse
our addiction. This behavior is both disruptive and socially unacceptable.

b. The EGO. This aspect of personality is responsible for dealing with reality; the EGO is
best given a description in layman’s terms as the logical or civilized sibling or spawn
of the ID. According to Freud, the EGO develops from the ID and ensures that the
impulses or needs of the ID can find expression in a way that is acceptable in the real
world. EGO works in the conscious, preconscious, and unconscious mind which
operate based on the reality principle, which strives to satisfy the ID’s desire in realistic
and socially appropriate ways. The reality principle weighs the pros and cons, costs
and benefits of an action before deciding to act upon or abandon impulses (needs). In
most cases, the ID’s impulses can be satisfied through a process of delayed
gratification-then EGO will eventually allow the behavior, but only in the appropriate
time, a perfect example is the act of copulation or plainly called sex.

c. The SUPERGO. This hold all of our internalized moral standards and ideals that we
acquire from both parents and society- our sense of right and wrong. It is basically
what seems to be all that is good within us. It provides guidelines for making
judgements. According to Freud, this aspect of personality begins to emerge at around
age five having two parts namely: the ego ideal and the conscience.

The first includes the rules and standards for good behaviors (our paradigms), behavior
which are often approved by a figure of authority. In most cases will be our parents,

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wherein adhering or obeying these rules lead us to the feeling of pride., value and
accomplishment. The conscience on the other hand includes information about the
things that are viewed as bad by parents and society. These behaviors are those often
forbidden and lead to bad consequences, punishments or feelings of guilt and remorse.
The SUPER EGO is present in the conscious, preconscious, and unconscious and act
as a perfectionist that pushes us to be civilized in every aspect including our behavior.
It works suppress all unacceptable urges of the (barbaric or primitive) ID and struggles
to make the EGO act upon idealistic standards rather than upon realistic principles.
Freud used term EGO STRENGTH to refer the EGO’s ability to function despite these
forces. A person with good EGO STRENGTH is able to effectively manage these often-
tectonic pressures, while those with too much little EGO STRENGTH can become too
unyielding (a yes man) or too disrupting (a non-conformist).

THE INTELLECTUAL ATRIBUTES OF PERSONALITY

This section focuses on various state of mind, how our memory works, why we forget
things, the debate over intelligence and intelligence testing, and the power of the mind
to control states of relaxation and hypnosis. Obviously, there are a lot of things, both
the internal and external, that can affect our current state. Emotions, noise, stress, and
of course the use of alcohol and drugs all come to mind. All of these things should be
taken into consideration when learning about states of mind and how to control them.

Memory
The human brain, your memory has the capacity to store and recall information, so
much like a computer’s hard drive, information is saved for later use, the trick is how
to retrieve that information in essence “verbatim”, each individual human physiology
may have varied individual limitations but there are a few things one can do to sort of
upgrade one’s memory capacity.

The Humans Storage Capacity

The human mind, believe it or not, has the capacity to remember the sensory input
through our immediate senses available to us by our unique physiology, tactile contact
(touch and taste), audio through our ears, smell through our nose and wide variance
of imaging data through our eyes, however the human operating system (psychology)
actually chooses consciously, subconsciously and unconsciously, which to store and
where to file it, the human memory does not discard.

When one tries to memorize something, one’s state of mind can actually influence
one’s ability to recall information, try comparing by using yourself as a test subject in
this simple experiment. Watch two movies. For the first, choose a film which is an all-
time favorite and for the second, choose one which is the least movie you are
interested to watch. After the screening, try to recall the second movie and tell
everything you can remember about it to a friend who has already watched it and is
interested in the specific film or genre, now being the last film (most recent) that you
have been watched would usually mean that this is the one with the highest recall a lot
of details about the film, now since the person you are relaying this to already has
watched the film, he will point out the discrepancies that you have missed.

Now try doing the same thing with other movie, the first one you watched, with same
parameters with a person who is also interested and has watched that very same
movie. One will observe, that your recall is bordering on a blow by blow account and
this time your accuracy is high. Suddenly you will realize that you have retain more
information about this movie then the second one you saw. What does this mean?

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often the secret to improving one's memory is our level of interest on the subject matter.
If it is boring to us, we tend to file the memory, but one would simply have difficulty
recalling details and specifics about the whole thing. However, if we know how to pay
attention then and only then our level of interest can be stimulated properly, then our
recall would increase dramatically.

there are also some techniques to use the augment our retention capability. repetition
for example can help us remember as this makes the subject matter needed to be
recalled routine. automatic recollections simply become second nature, so much like
muscle memory, when a martial arts practitioner practices a single move on a daily
basis, a block for instance, his or her body would automatically develop muscle
memory and perform the move is triggered by a situation or event similar to what is
being practiced. Visualization and Association can also organize your thoughts by
picturing for example where you last saw and item or thing like your keys. the process
of one automatically does is to visually recall the places he or she has been and trace
where one could have left their keys or even as simple as associating it with a person
whom one might have given the keys for safekeeping.

Where to look - Retrieval

Long term and short-term memory can be stored by our brain in different ways. Short
term memory is information that is new and stands ready to be used. Long term
memory Is short term memory converted and save for future reference. so much like
an electronics solid state or magnetic hard drive, our bio-electro-chemical Brain needs
to index each memory in order to know how and where to retrieve it.

Take for example a vivid or funny object or an event, can become a cue that could
trigger, or jump start an automatic recall of the memory. haven't you ever experienced
a time when you are looking at a particular image or view that you would instantly recall
a memory of that time, place and image stored in your mind, sometimes not even
realizing if that is was, they're all along?

Forget-Me-Not
In terms of memory, the major difference between humans and computers is how
information is stored. computers have an index to point to specific locations where a
file is stored. for humans, we need a series of cues or reminders to trigger a mnemonic
episode in order to retrieve a file or in this case a memory. like patients that suffer
memory loss, their memories are not lost, and one simply does not know where to look.

The following are the three distinct memory capabilities of humans

1. Sensory memory - represent information we receive through the senses

that is very brief and lasts only as much as a few seconds.
2. Short term memory - takes over when the information in our sensory
memory is transferred to our consciousness or our present field of
awareness. like for instance, now, as you read this section. studies show
that short-term memory can definitely last longer than the sensory memory,
but it still has a very limited capacity.

what happens then when our short-term memory is full in another bit of
information enters? will the displacement of new information mean that this
will push out part of the old information? do you find yourself in a situation
that when someone gives you their phone number And almost instantly you
forget the last digit of the number or even the whole number? how can we

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in effect sharpen memory skills? by memorizing, mastering chunking, or

using rehearsal will help us to do this.

3. Long term memory - now let's not forget our long-term memory, which is
more similar to permanent storage of a computer. this memory is relatively
permanent and practically seems unlimited in terms of its storage capacity.
the information that passes from our short term and to our long-term
memory Is typically that which has some significance attached to it. Can
you imagine how difficult it would be forgetting the day you graduated or
how about your first job? on the other hand, think about how easy it is to
forget information that has no significance. can you remember the color of
the car you parked next to the store or what shirt you wore last Friday?

Information is preserved in the following ways:

• Primacy – this is when stimuli or information that occurs and is absorbed by

our brain through our own consciousness, decides that this information holds
greater importance than the other data. This happens when we categorize
information either through its urgency or level of importance and for this
reason, we remember them well after we have forgotten the rest.

• Recency – simply explained as first one in – first one out, last one in – last one
out. Time is such a drag when it comes to memory. Often one remembers only
what is the latest or in this case freshest memory. Often this is the case that
as human, one remembers better when information is at is freshest in one’s
mind, and when too much has passed, this results in forgetting that piece of
memory. One best example is when one ages, his ability to convert shirt term
memory into long term memory degrades.

• Distinctiveness - if something really rouses our attention, then the memory pf

that incident becomes so profound that it becomes or seems too impossible to
forget. Take for instance, on a positive approach, one never forgets what one
considers as the happiest moment in one’s life. This memory stands out from
all other memories around it which why it is often remembered better. This is
because any distinctive information is easier to remember that that which is
similar, usual or mundane.

• Frequency – these memories are attributed to recurring incidents that happen

around us, sort of like the routine. These memories are events that happen too
frequently, that it becomes engraved in our heads, like the process of repetition
when we try memorizing, the act of rehearsing may result in better memory.

• Association – remember the old string tied around your finger, an old remedy
to keep you from forgetting something? It is in fact trying to associate or
attribute an event or a memory to something that will initiate a recall, sort of
like a trigger that makes one remember. It becomes easier to remember when
we associate, match or attach information to a memory. A lot of us actually use
this strategy in our professions and everyday life in the form of acronyms.

• Reconstruction – have you every left a valuable item somewhere which you
cannot recall? This is when one tries to piece together a string of events that
may lead to the whereabouts of the lost items. Like filling in the pieces of jigsaw

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puzzle. We try to piece it together to see the bigger picture. When we see a
complete picture in our minds, so we will make up missing parts often without
any realization that this is occurring.

Forgetting

The counter part of remembering is forgetting we can’t simply talk about it without mentioning
its counterpart. If one is a keen observer, he or she will notice that it seems that as much as
we do remember, we forget even more. Although we forget, this isn’t really all that bad but is
in actuality, a pretty natural phenomenon. Can you imagine if you remember every minute
detail of every minute of every hour, every day during your entire life, no matter how good,
bad, or insignificant? or better yet, try to imagine that you are to sift through it all for the
important stuff like where you left your keys.

Too many reasons are there to forget thins and often these reasons overlap. Considering the
example above, some information never makes it Long Term Memory (LTM). At some other
times, that information may get there, but is lost before it can attach itself to our LTM. Or
maybe, it undergoes a process of slow to intermediate decay, information stays by measure
of the availability of different functionalities available at our current physiological state,
meaning the information that is not used for an extended period of time decays or fades away
overtime when storage is compromised by age or time. It could be possible that humans are
physiological pre-programmed to eventually erase data that no longer appears pertinent to us
but that is yet to be proven, memories in fact can be elective, suppressed by the person’s
conscious or subconscious, take for example a traumatizing event in one’s life.

Though we fail to remember something, this doesn’t mean that the information is gone forever
though. The information is maybe there but for some reasons we can’t’ access it. Some of the
reasons maybe due to distractions going on around us or possibly due to an error of
association (like when you believe something about the data which is not correct causing you
to attempt to retrieve information that is not actually there). The phenomenon of repression
may also be the cause, which means that we purposefully push a memory out of reach
because we do not want to remember the associated feeling it has. This is actually often cited
in cases where adults forget incidences of abuse during childhood, as amnesia can also be
psychological or physiological in origin. Physiologically speaking, throughout our lives our
brain cells die and are created at a steady rate. However, when we age, production of newer
brain cells down along with a brain chemical called neurotransmitter, as this decrease in
production, as our supply slowly depletes, sadly, so goes our memory.

Intelligence

The selection and testing of Kuan Lia (mandarin: bureaucrats or public officials) have been
dated back for up to 4,000 years. In ancient China, human abilities are assessed through the
use of written tests to rate applicants for civil service. Ancient records as early as the sixth
century showed a curriculum for testing ones proficiency in what was described as the Six Arts
(Chuan Yeh, roughly translated as expertise) among those included were military skills
(archery, swordsmanship, martial arts, horsemanship and strategy in warfare), arithmetic
(finance, taxation and revenue), calligraphy (transcribing, map making, painting), Confucian
Classics, music and even about rituals and ceremonies aimed for a harmonious life (moral law
and natural law).

The scope and dept of these exams were very thorough. Some lasted as long as twenty-four
and even up to seventy-two hours and usually conducted in isolated examination rooms, very
much the same as it is done during our present day.

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All humans have distinct abilities, or in other words, intelligence and this is quantifiable. This
means that we can assign a score to intelligence where the majority of people fall in the
average range and the percentage of the population decreases farther from the middle their
score gets.

There are actually a number of ways to demonstrate intelligence or adaptive functioning. The
following are the three types of intelligence:

1. The analytical intelligence or simply the ability to solve a problem by looking at it

components;

2. The creative intelligence or the ability to use new or ingenious ways to solve
problems; and

3. The practical intelligence which refers to street smarts or common sense.

STates of Mind

There to many internal and external factors affecting how we think, feel and behave. In fact,
an average person can get mentally fatigued in about two hours of doing continuous mental
exercises. Although, some outside stimulus or either the introduction of both alcohol or drugs
have been studied in great detail and have been shown to have either positive or negative
effects on the state of mind.

Gaining the ability to focus your mind and relax your body can benefit your state of mind in an
abundance of ways. Studies have shown that being too tense and/or living with too much
stress has a significant negative impact on your life. This can lead to physical illnesses such
as high blood pressure, ulcers, fatigue, and headaches and many psychological issues. It may
include inappropriate or mis directed emotions, confusion, difficulty concentrating, and worst,
job burn-out. Believe it or not, in the hospitality industry, one of the main concerns of
professionals in this field is the concept of stress and especially on how to deal with it.

Effective Study Skills for Tourism and Hospitality Students

Hospitality and tourism professionals study the predicaments of the guest service. This move
must be taken seriously and with heart in order to internalize the result that the management
want to have and is expected from them. As a student of this ever-changing industry, you must
start training yourself on how to study and pas all the requirements of the program you have
chosen. Have effective study skills which are about more than understanding.

It is true no to people study the same way, and there is little doubt that what works for one
person may not work for another. But don’t worry, there are some general techniques that
seem to produce good results. Here some guidelines that you can use to have effective study
skills according to Dr. Bob Kizlik, a university professor in Florida Atlantic University, though
focused to future tourism and hospitality professionals:

• The Value of a Schedule – you must develop a schedule. Remember that if you
don’t have a schedule or plan for studying, you will not have any way of allocating
your valuable time when the unexpected comes up. Have a good, well thought out
schedule, which can be a lifesaver. Learn how to develop a schedule that meet
your needs, if necessary, revise it, and most importantly, you must follow it. In the
hospitality industry, schedule is always valued. If you are a neophyte in a company,

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be it a restaurant, a hotel, a travel agency, or any expected from you so that

everything is in order, and nothing is overlooked.

• Making Entry Hour Count – don’t forget to account in your schedule every class,
laboratory, lecture, social event, and other work in which you engage. Focus on
the other “free time” available and how you will use it. You may make a weekly
schedule and block off the 24-hour day in one-hour increments. So that none will
be missed, and none will be wrongly scheduled, indicate time for class, labs,
lectures, social and work time. Also, block off a period of sleeping each day, with
what is left over, plan time for study. This gives you a rough road map of the time
available. Don’t forget that you can revise your schedule as circumstances warrant.
In your work, don’t forget to use every time in a nice and productive way. Knowing
your assigned tasks will assure you that everything will be taken care of.

• Where and When to study - the critical part as a student is the problem of when
to study. The rule of thumb is that studying should be carried out only when you
are rested, alert, and have planned for it. As experienced by most students, last
minutes studying just before a class is usually a waste of time. You can study
anywhere, but not in a place where you can’t stop the noise from somewhere else
or if it is distracting. Go to the libraries, study lounges or private rooms; they are
the best.

• Studying for Lecture Courses – this is just simple. If your study period is before
the lecture class, be sure that you have read all the assignments and made notes
o what you don’t understand. on the other hand, if the study period is after the
lecture class, you have to review the notes you took during class while the
information is still fresh.

• Studying for Recitation Courses – there are classes that require recitation, such
as foreign language, so be sure to schedule a study period just before the class.
Even your major subjects will require that you recite about what you have learned.
Like for instance, you may be asked to discuss what tourism is all about, what
hospitality means, or what personality is required for hospitality and tourism
professionals.

• Making and Revising a Schedule – As mentioned, you can revise your schedule
so don’t be afraid to revise it. Schedules are really planning for you how you intend
to use your time. If your schedule doesn’t work, you can revise it. You must
understand that your schedule is to help you develop good study habits so just go
on, revise if necessary because once you have developed them, schedule building
becomes easier.

Of course, when everything is set for studying, try to turn off your cell phone during
your study times. You may only call another student when he or she has difficulty
with an assignment or understanding subject matter.

While in class, learn how to pay attention. Avoid distractions in the classroom
like chatting with classmates. Sit near the front of the class. You will better
understand what your teacher is discussing in the class and you’re less likely to
miss anything important. You have to use your syllabi or written material about the
lecture to keep up with the lecturer. Always remember that important points and
materials are referenced here and repeated. Also, do not be afraid to ask the

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teacher if there is something you don’t understand. Your teacher will be glad to
clarify or illuminate things for you and that is a sign that you are willing to learn.

Self-Help: You can also refer to the sources below to help you
further understand the lesson:
9. Magalona. E. & Salting-Sadsad, E. (2016). Personality Development: Theory
andPractice. Manila: Mindshapers Co, Inc.
10. Ilag-Ramos, M. (2016). Moving up: A Guide to Personal and Career Development.
Quezon City: Phoenix Publishing House Inc.
11. Carpo, C. & Labatorio, L. (2017). Personality Development.
12. 3G E-Learning LLC (2018). Tourism Promotion Services: Intermediate. USA: 3G E-
Learning LLC, 43-63, 3-19
13. 3G E-Learning LLC (2018). Travel Services: Intermediate. USA: 3G E-Learning LLC,
65-90
14. Greenwood, Jennifer. Becoming Human : The Ontogenesis, Metaphysics, and
Expression of Human Emotionality, MIT Press, 2015. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4397936?accountid=31259.
15. Behrendt, Ralf-Peter. Self-Preservation at the Center of Personality : Superego and
Ego Ideal in the Regulation of Safety, Vernon Press, 2016. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4787947?accountid=31259.
16. Stein, Steven J.. The EQ Leader : Instilling Passion, Creating Shared Goals, and
Building Meaningful Organizations Through Emotional Intelligence, John Wiley &
Sons, Incorporated, 2017. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4838297?accountid=31259.

KEYWORDS INDEX. It is important that you remember the following terms and
concepts discussed in this unit of lesson. Please search the words below for help
with your study.

Personality Development ID Ego

Super Ego Sensory Memory Short Term Memory

Long Term Memory Forgetting

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Big Picture in Focus:

ULO b. To understand and know the emotional attributes of
personality.

Metalanguage
In this section, the most essential terms relevant to explain ULOb which is to understand the
emotional aspects of an individual personality and know how to control emotions for tourism
and hospitality professionals will assist your learning process as you go deeper in the lesson.

1. Emotion - is one of the aspects of one’s personality that needs to be considered.

It is very important that one knows how to control emotions as this will affect ones’
self in dealing with his environment.

2. Love - This can be expressed in a constructive as well as in a destructive fashion.

When directed in an affirmative or positive way, love forms the basis for many of
man’s greatest achievements.

3. Fear - This is often a good thing for it serves to protect a person from many
dangers. It arises readily when the suddenness and unfamiliarity of a situation
make it difficult for a person to make a decision or to take action.

4. Anxiety - It is anticipatory which is difficult to cope with because a person is not

certain what it is that he can do about it. Although driven to do something, a person
does not know exactly what to do.

5. Physiological Needs - Located at the lower level of the pyramid, these are
biological needs consisting of needs for oxygen, food, water, clothing, shelter, and
sex (for the procreation of human species) also known as basic needs for survival.

6. Safety Needs - The needs for security can become active when all physiological
needs are satisfied and are no longer controlling thoughts and behavior. This can
be physical and emotional especially if we are talking about the safety needs of the
guest in a hotel.

7. Freshness of appreciation - This means that they have a fresh rather than
stereotyped appreciation of people and things.

Essential Knowledge

As you go along studying personality enhancement, it would be significant that you study the
emotional attributes of personality. This will surely help you understand the emotional aspects
of an individual’s personality, explain the Maslow’s Hierarchy of needs, and know how to
control emotions for tourism and hospitality professionals

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THE EMOTIONAL ATTRIBUTES OF PERSONALITY

Emotion is one of the aspects of one’s personality that needs to be considered. It is

very important that one knows how to control emotions as this will affect ones’ self in dealing
with his environment. Some of this includes anger, happiness, sadness, surprise, disgust, and
fear which are caused by certain stimulus that affects one. Once these are felt by us, it will
reflect in our facial expression. The effect of this may either be positive or negative, depending
on the response of the stimuli that may affect us both emotionally and psychologically. For
tourism and hospitality professionals, it is necessary that you know how to manage and control
your emotions as you are dealing with various types of guests. Your emotions can affect your
delivery of the service that you have to render to them.

The Maslow’s Hierarchy of Needs

It is common knowledge that each of us is motivated by needs. In fact, our most basic
needs are inborn, having evolved over tens of thousands of years. It is through the Abraham
Maslow’s Hierarchy of needs, represented as pyramid that we could be able to understand
how these needs motivate us all. According to his model, we must satisfy each need in turn,
starting with the first, which deals with the most obvious needs for survival itself. It is only when
the lower order needs of physical and emotional well-being are satisfied are we concerned
with the higher order needs of influence and personal development.

As stated, the hierarchic theory is often represented as a pyramid as show in the figure
below. The only reason that people would not move well in direction of self-actualization is
because of hindrances placed in their way by society according to the belief of Maslow. Placed
in their way by society according to the belief of Maslow.

• The Physiological Needs – Located at the lower level of the pyramid, these
are biological needs consisting of needs for oxygen, food, water, clothing,
shelter, and sex (for the procreation of human species) also known as basic
needs for survival. These needs are the strongest because a person should
not be deprived of all needs. These would come first in the person’s search for
satisfaction.

• The Safety Need – Located at the second level of the model. The needs for
security can become active when all physiological needs are satisfied and are
no longer controlling thoughts and behavior. This can be physical and
emotional especially if we are talking about the safety needs of the guest in a
hotel. Except in times of emergency or periods of disorganization in the social
structure, adults have little awareness of their security needs.

• The Need for Love, Affection and Belongingness - the next class of needs
is located at the third level of the pyramid which is the need for love, affection
and belongingness that can emerge when the needs for safety and for
physiological well- being are satisfied. According to Maslow, people seek to
overcome feelings of loneliness and alienation which involve both giving and
receiving love, affection and the sense of belonging. Hotels and restaurants are
great social spots to fulfill this need so every employee must be aware about
this

• The Need for Esteem- At the fourth level of the model is the needs for esteem
that can become dominant when the first three classes of needs are satisfied.
These needs involve for both self-esteem and for the esteem a person gets

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from others. It is normal that humans have a need for stable, firmly based, high
level of self-respect, and respect from others. When these needs are satisfied,
the person feels confident and valuable as a person in the world. However,
when these needs are frustrated, the person feels inferior, weak, helpless and
worthless

• The Need for Self – Actualization – Once the foregoing needs are satisfied,
then and only then are the needs for self - actualization activated. Located at
the topmost part of the model, Maslow describes self-actualization as a
person’s need to be and do that which the person was “born to do.” According
to him, a musician must make music, an artist must paint, and poet must write.
These needs are under the state where human beings reach their potential and
are able to make control and contribute to the environment. These needs make
themselves get in signs of restlessness. The person feels on edge, tense,
lacking something, in short, restless. It is easy to unsafe, not loved or accepted
or lacking self-esteem. When there is a need for self-actualization, it is not
always clear what a person wants.

Eight Ways to Self-Actualize

According to David Tuffley in his write up in the website of the Griffith University, there
are eight ways to self-actualize. These are the following:

1. Try to experience things fully, vividly, selflessly, and throw yourself into the
experiencing of something: concentrate on it fully, and let it totally absorb you.

2. Life is a moment-by-moment choice between safety (out of fear and need for
defense) and risk (for the sake of progress and growth), so you have to
consciously make the growth choice many times a day.

3. It is important that you let your true self emerge. Try to go beyond socially
defined modes of thinking and feeling and let your inner experience tell you
what you truly feel.

4. Be honest when you are in doubt. Though it may take some courage, you have
to look honestly at yourself and take responsibility for who you are and what
happens to you. Remember that self-delusion is the enemy of self-
actualization.

5. Try to listen to your own tastes. Be prepared to be unpopular if necessary.

6. It is significant to use your intelligence and work to do well the things you want
to do no matter how insignificant they seem.

7. Make peak experiencing more likely: get rid of illusions and false notions. You
also have to learn what you are good at and conversely what you are not good
at.

8. Most important, know thyself. Who are you, what are you, what is good and
what is bad for you, where you are going what is your mission? Opening
yourself up in this way means recognizing your defenses—and then finding the
courage to give them up

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Characteristics of Self- actualized People

How do we generally realistically oriented with an efficient perception of reality extending into
all areas of their life, they are unthreatened and unfrighten by the unknown. They usually have
a superior ability to reason, to see the truth.

• They normally accept themselves and others and the natural world the way they
are. Also, they see human nature as is, have rid themselves of crippling guilt or
shame, enjoy themselves without regret or apology, and have no unnecessary
inhibitions.

• They are spontaneous in their inner life, thoughts and impulses. They are
unhampered by convention. Their ethics is autonomous. They are individuals, and
are motivated towards continual improvement.

• They are also focus on problems outside themselves. They tend to have a mission
in life requiring much energy. Their mission is their reason for existence. They are
usually serene and worry-free as they pursue their mission with unshakeable
determination.

• They have detachment or the need for privacy. They are alone but not lonely,
unflappable, retain dignity, amid confusion and personal misfortunes and
objectives. We could see them as self-starters, responsible for themselves, own
their behavior.

• They are autonomous, independent of culture and environment. They rely on inner
self for satisfaction. Resilient and stable in the face of hard knocks. They are self-
contained, independent from love and respect of others.

• They have freshness of appreciation. This means that they have a fresh rather than
stereotyped appreciation of people and things. Moment to moment living is thrilling,
transcending and spiritual for them. They live the present moment to the fullest.

• They have peak experiences. These are feelings to limitless horizons opening up
to the vision, the feeling of being simultaneously more powerful and also more
helpless than that ever were before. The feeling of ecstasy and wonder and awe,
the loss of placement in time and space with, finally, the conviction that something
extremely important and valuable had happened, so that people to some extent
are transformed and strengthened even in their daily life by such experiences
according to Abraham Maslow.

Kind of Emotions

Feeling and Emotions are powerful for human beings, and all of us experience different types
of emotions. In fact, the more emotions we feel, the more colorful our life experiences will be,
since these are part of our existence. Note that it is not that we can’t experience a wide array
of emotion. The only thing here is that we often label different emotions into a common group
like happy or sad that we forget to experience that emotion for what it is.

Can you imagine what this world would be like if people do not have emotions? Emotions are
stronger that feelings. It is closely related to motivation, which is a desire to achieve a goal,
combined with the energy to work towards that goal. It is concerned with the process that

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describe why and how human behavior is activated and directed. While feelings concern the
external sensations of pain and pleasure through the external senses of the body.

Some commonly Experienced Emotions

1. Love – This can be expressed in a constructive as well as in a destructive fashion.

When directed in an affirmative or positive way, love forms the basis for many of man’s
greatest achievements. Its influence is seen in legislation that attempts to equalize
some of the gross economic, social and educational inequalities existing in slum areas.
In recognition of the power of love for good, society has established marriage wherein
the fullest expression of love is provided through family life and living, constructively
expressed, love builds tolerance, self-sacrifice, friendliness, and many other pleasant
experiences enjoyed in social and business relationships.

On the other hand, if love is used negatively, it has tremendous destructive force. Love
directed toward oneself results in vanity and selfishness. Misdirected, love may
deteriorate into hate. And love coupled with fear frequently results in jealousy.

1. Fear- Almost everyone experiences fear in one form or another. This is often a good
thing for it serves to protect a person from many dangers. It arises readily when the
suddenness and unfamiliarity of a situation make it difficult for a person to make a
decision or to take action. In daily life, a person learns to fear many things in his
environment, which are harmful, or injuries to his well-being. The most common
reaction to fear is withdrawal.

2. Anxiety- It is anticipatory which is difficult to cope with because a person is not certain
what it is that he can do about it. Although driven to do something, a person does not
know exactly what to do. Many students have feelings of anxiety about reciting
because they worry about the kind of impression they will make. For some, the mere
thought of facing an audience generates a physical and mental discomfort. The
difficulty here is not so much concern about the audience but rather concern for oneself
and for self-esteem. If a student receives grade much lower than he knows he can
achieve, he may work harder in order to improve his next grade.

3. Worry – It grows out of fear. It is a habit that produces no adjustment since it involves
no plan of activity. Its chief characteristics are enduring and mulling over the
predicament in a curricular fashion. The worrier usually finds it difficult to share his
problem with others and to seek a solution to each. Mulling it over alone often results
in the magnifying of trivialities.

Some methods of solution are:

• Talk it out with someone this often results in new and different insights into
problems.

• Get information about the problem accurate information dispels distortions

and misconception.

• Engage in some group activity this reduces emotional tension.

4. Anger – This is a flash of rage a person feels when a lover betrays a trust. It is also a
burst of temper or the merest flicker of a town.

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Classification of Emotions

1. Personal Emotions. These are based on self, such as self-assertion, self-control, self-
assurance, self-esteem.

2. Social Emotions. These are the strong feelings people have because they are part of
the society. Sympathy is the most fundamental of all. Empathy is the desire with others.
As grown up individuals, some of the are love for the family, patriotism, comparison,
price, friendship, brotherhood, and the desire to lead others.

3. Intellectual Emotions. These are refer to love based on truth. People develop guiding
principles, positive values and high moral standards. Some of the examples are being
dignified, proud and novelty of ideals.

4. Aesthetic Emotions. These are being influenced by the cultural background. The
result of an individual’s exposure makes one refined and finesse. Education, training
and experiences sometimes affect these emotions. Admiration, appreciation, sacrifice
are some of the examples.

The Power of Emotion

Emotions. Which refer to how one feels, are quite literally indicators that point to the
underlying driving force, or the seed, that attracts or grow into, the events, conditions, and
circumstances that one experiences in his or her life on a day basis. The determining factors
as to how each and every one in his life events unfold and brought into physical existence the
emotions that he chooses to experience and the feelings that he feels.

Let’s take for example the lesson taught by your parents when you were a child, that “money
is hard to come by” or “you must work hard for the money that you receive”, therefore, you are
required to work hard for the money you receive. As another example, if sometimes you have
experienced financial difficulty, you believe that money will stir up the emotion (in this case
fear) and the resulting vibration from that fear actually attracts and brings about more of the
circumstances that you fear.

You will continue to experience a lack of money until you become conscious of the process
and make a conscious choice to change the thoughts, beliefs and emotions that you think,
believe and hold about money. Even though you consciously try to eliminate these negative
emotions, the underlying subconscious fear actually dominates and overrides the conscious
thought process and before you know it you find yourself experiencing more financial crisis.
These examples represent a process. Though it is process, it works precisely the same way
in all areas of your life, whether it is financially, physically, relationally, emotionally, or
spiritually. What creates the emotions which are literally attracting and creating the
circumstances which you find yourself experiencing each and every minute of each day is your
predominant thoughts.

You will begin to attract and manifest the events, conditions and circumstances that are
harmonious and are in aligned with your emotions if you can conceive and believe that you
are capable of creating pleasing situations that can attract you and bring into physical
existence the kind of money, health, and relationships that you desire. However, if your
emotions toward any of these same life areas consist of what are considered to be negative
type emotions such as fear, apathy, grief, anxiety, jealousy, etc., you are in essence projecting
a frequency that is disharmonious with desired outcomes and will attract negative type results
that are in alignment with these emotions, in whichever are of your life it may be. The higher

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the truth here is that whatever you are attracting to yourself is not a disharmonious or chaotic
process.

Take correct action and begin changing the current emotions experienced by shifting the
predominant thoughts that you think that are in turn determined by the beliefs you hold if you
are not currently experiencing the results that you consciously desire in your life.

Controlling Emotions for Tourism and Hospitality Professionals

Like what was discussed in the previous topics, being a tourism and hospitality professional
is not an easy task. It requires a lot of patients, sincerity, and care of the market. One way that
a professional should know and must learn is how to control emotions. Emotions must be in
proper setting so that as a tourism professional encounters and deals with different guests,
his interaction will not be affected with negative emotions. This section will focus on controlling
specific emotions for tourism and hospitality professionals.

You are actually creating a form of resistance, which will cause them to become stronger and
more deeply embedded in the subconscious portion of your mind when trying to control or
suppress emotions.

The correct ways to deal with negative emotions that may arise are the following:

• Acknowledge the emotion and immediately make the conscious choice to begin
thinking different thoughts that will allow it to change. If the emotion is about fear, think
of something that will make you forget it. Note that a hospitality professional should not
have this emotion when dealing with guests. It would be hard to let the guests feel that
they are being entertained and treated the way they should be treated if you are
bothered with this kind of emotion.

• When the emotion is already there, don’t attempt to suppress or fight it. Than it for
dropping by then change your focus. When you are at guest interaction, feel like you
are at ease dealing with them. The best way to do this is to think of someone or
something that gives you pleasure. Example is to change your focus to your love for a
child, grandchild, or someone else that action that gives you pleasure or has given you
pleasure at some point in the past.

• Never entertain negative emotions like fear, hatred, jealousy, and the like. If you do,
this will affect the entire situation or will cause you to uncomfortable when dealing with
guests.

• When a guest shouts at you, do not panic, never shout at him also. Just be calm,
remember that you are in the tourism or hospitality industry. Just listen and get the
main point of the guest before reacting.

• When a colleague or workmate gets mad at you, do not be affected. Your job should
be undertaken up to the most possible excellent performance as required by the
establishment. Talk and confront him about it later when both of you are no longer in
shift. Be professional when dealing with such circumstance.
• Do not serve guests when you are not in the mood. Relax first and just be calm. Nothing
will happen when you let your emotions affect your service/role.

• Before entering the work area, make sure that you are ready to face the challenges of
your shift.

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• Control also positive emotions, such as being happy. It can be shown by a smile, not
by loud laugh, which will create an impression that you do not have social grace. It has
to be expressed with a simple smile.

• Above all, the best way is to be patient, calm and open minded.

The hospitality industry is a vast industry that will require you to deal with different types of
guests. And since it is true that you are dealing with various behaviors and personality types,
handling your emotion will be equally important with the way you serve guests.

Several situations in an employment setting where mental health should be present. With this,
immediate adjustment can lead to having a good mental health. Example, the supervisors who
are cognizant of the situation of adjustment for some selected employees. The overpowering
of fears, tensions, insecurities of new employees while others are satisfied, motivated and with
positive outlook associated with the new jobs should be in the awareness of the employees.

Handling Hurt, Anger, and Temper

For the future tourism and hospitality industry professionals, it is important to know that as
stated in the previous topics, they will be dealing with various type of guests of varying attitudes
and behaviors. Be ready with some guests who will shout out you in front of other guests. Be
ready with someone angry guests that you may encounter because of the poor service is
rendered to them. They have the right to do so since they are paying for the service.
Regardless whether the company is correct and guest is wrong or the other way around, it is
important that as professional member of the industry, you are patient enough or to handle
the situation. It does not help interrupting the emotions or sentiments of the guests.

Here are some tips on handling hurt, anger, and temper for the tourism and hospitality
professionals:

a. Handling Hurt. No one can avoid hurt. As human beings, the feeling of getting hurt is
normal. Some believe in the saying that you really fell in love with someone if you get
hurt after break up; on the other hand they say that there was no serious affection at
all for that someone if he or she was not bothered about the break up. If you live your
life to the fullest, always remember that you are bound to encounter rejection and
disappointment. If you were scolded by your teacher because of copying from your
classmate’s exam, there is a tendency that aside from shame, you will feel hurt
although your teacher has a valid reason of getting angry with you. Or if you are were
shouted at by your guest in the hotel, you will feel embarrassed and hurt.

Don’t be affected by this emotion. You can do something to get away from this thought
it is true that handling hurt will be a difficult task to do. Here are some tips that may
help so that hurt will not affect the level of service you are supposed to render to the
guest when you are in the tourism or hospitality industry.

• Do not entertain hurt especially when dealing with guest. Look for a better
time to express it. Treat unpleasant encounters with guest as a challenge.
In this way, you’ll get to learn more from future encounters such as this.

• Realize that everyone experiences hurt. In this way, you could learn to deal
with it better

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• When hurt gets worst, try to confront it at the right place and time. Analyze
and probe into the reasons for being shouted at, rejected, or scolded

• Review instances, which hurt you to avoid it from happening again.

• Be extra sensitive and responsible for your actions so that you will not be
prone to doing something wrong which will lead other people to confront
you and hurt you in some ways.

Note, however, that accompanying this thought are frustration and anger. Such
feelings are normal and should not be suppressed and should be dealt with accordingly
to avoid big troubles such as ulcer, colitis, headache, and allergies; aftermath of failure
in dealing with emotions conflicts.

b. Handling Anger. Anger is a result of a social motive that is not satisfied. There are
ways of showing anger. One may fight, or in another time may use ugly language or
may just leave the room. When a person is angry, it causes him to lose his temper.
This is also normal and should be expressed, not be suppressed to avoid the troubles
stated in the previous emotional disorder, the hurt. However, it is not proper for tourism
and hospitality professionals to express their anger during guest interaction. This will
create a bigger problem. When an industry worker is angry, it should be better not tr
interact with guest because this emotion can lead to a disaster when a guest realizes
that a tourism professional is not ready to serve him.

Below are some useful tips to handle anger:

• Accept that all people are feeling this way too at some time. Think of it as a normal
emotion as hurt. It could help you realize that you are just a human being, not a
superhero.

• Do not interact with guests when you feel you are going to lose your temper. It
would be better to go to a place where gest could not see you calming down.

• Learn not to be hot tempered. Be aware that being in the tourism and hospitality
industry requires you to be patient, hospitable, and disciplined.

• Smile, this would help relieve your anger. Always think of the consequences anger
may bring if you do not discipline yourself in handling this situation.

Whatever happens, always remember that feeling of anger should be dealt with
accordingly. Unless it is managed and understood properly, it can accumulate inside
and may cause a wide range of sickness or ailments.

c. Controlling Your Temper. As mentioned above, the feeling of anger can cause a
person to lose his temper. That is absolutely correct if you could not control your anger.
Once you lose your temper, this is the time that unpleasant feelings occur.

Everyone should control temper. It is very important to have harmonious relationship

with other people. And for the tourism and hospitality professionals, controlling your
temper can really help you go along way in the industry. Do not allow yourself to lose
your temper in the wrong way at the wrong time. This can lead to destroying the image

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of the industry wee you are part of. Once this happens, this might disappoint and turn
away possible clients

Keys to Controlling Emotions

Temper is not something that you can avoid. In this light, perceiving a temper problem may
make you squirm a little if you are blow-up prone. But this can help you realize and understand
what is happening in those mysterious labyrinths of your emotions. Norte that understanding
these emotions is always the first step in coping with them

In the book of Amparo Santos entitled Personality Development for Today’s Young
Professional (2006), she enumerated three key rules to keep reasonable control of emotions
as suggested by human behavior experts. These are toy ff.

• Watch Your Personal Pressure Gauge to Make Sure Steam isn’t Building up
Inside - Do not let pressure build up within you. Accumulating hate against anyone or
anything can cause a bigger trouble. The best way to deal with this is to share the
problem to a close friend or anybody you can trust. Better if you could go right to the
source, but make sure not to create trouble. Talking with other people like your parent,
friends, or bosses can help you eliminate the burden inside you by listening to their
advice.

• Avoid Situations that Irritate You- Do not stay in a situation where you think it could
lead to an explosion. The best way is to simple walk away by making a quick excuse.
Immediately leave the field of potential combat to avoid it. In cases that you cannot
leave physically, especially when dealing with guests, withdraw figuratively. Let your
anger subside by thinking of something such a sunset, a happy moment, and the like.
Be professional when you are dealing with angry guests. Being angry with them will
cause you to retaliate and this will lead to a disaster.

• If You’re Already Mad and Getting Madder, Siphon Off the Rage Harmlessly -
always think that anger that anger is like dynamite. It is useful but also dangerous. Be
able to know where this belongs. Use it properly and release it harmlessly.

Self-Help: You can also refer to the sources below to help you
further understand the lesson:
1. Magalona. E. & Salting-Sadsad, E. (2016). Personality Development: Theory
andPractice. Manila: Mindshapers Co, Inc.
2. Ilag-Ramos, M. (2016). Moving up: A Guide to Personal and Career
Development. Quezon City: Phoenix Publishing House Inc.
3. Carpo, C. & Labatorio, L. (2017). Personality Development.
4. 3G E-Learning LLC (2018). Tourism Promotion Services: Intermediate. USA:
3G E-Learning LLC, 43-63, 3-19
5. 3G E-Learning LLC (2018). Travel Services: Intermediate. USA: 3G E-Learning
LLC, 65-90
6. Greenwood, Jennifer. Becoming Human : The Ontogenesis, Metaphysics, and
Expression of Human Emotionality, MIT Press, 2015. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4397936?accountid=31259.

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7. Behrendt, Ralf-Peter. Self-Preservation at the Center of Personality : Superego

and Ego Ideal in the Regulation of Safety, Vernon Press, 2016. ProQuest
Ebook Central,
https://search.proquest.com/legacydocview/EBC/4787947?accountid=31259.
8. Stein, Steven J.. The EQ Leader : Instilling Passion, Creating Shared Goals,
and Building Meaningful Organizations Through Emotional Intelligence, John
Wiley & Sons, Incorporated, 2017. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4838297?accountid=31259.

KEYWORDS INDEX. It is important that you remember the following terms and
concepts discussed in this unit of lesson. Please search the words below for help
with your study.

Emotion Love Fear

Anxiety Physiological Needs Safety Needs

Freshness of Appreciation

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Week 6-7: Unit Learning Outcomes (ULO): At the end of the unit, the students are
expected to:

a. Evaluate the moral and spiritual aspects of personality; and

b. Rationalize the physiological, physical and social aspects of personality.

Big Picture in Focus:

ULO a. Evaluate the moral and spiritual aspects of personality.

The Right Attitude in the Tourism and Hospitality Industry

The right attitude in the tourism and hospitality industry will determine how high in the hierarchy
of the organization one will get. People who work in the hospitality industry will meet customers
who may share the same or have different cultures, values and personalities with them. The
similarity and differences will put color in the way words, actions, and the context that creates
the total environment are interpreted. The resulting thought would define the corresponding
behavior in a specific event. No two people can have the same experience all the time, thus
behaviors can change based on all the experience all the time, thus behaviors can change
based on all of these things. Displaying the right professional work attitude in the workplace
will set a person apart from the other employees in the organization. The right attitude can
bring you success in handling any eventuality in the workplace.

Attitude is defined by the person’s way of looking, thinking, feeling and behaving at a
given scenario. It covers the whole aspect of how people relate to other people – the way they
think, feel and do.

The need to have a positive attitude is the most important aspect in succeeding in the
hospitality industry. A person’s set of values, as defined by his culture, his religion and other
aspects of his environment, will guide him in his work environment and the way that he
interacts with his colleagues and his customers. There are several things that you need to do
to develop a positive attitude:

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1. Treat your costumer as you would like to be treated.

This is the golden rule in all industries, but more so, in the hospitality industry.
Customers can be very exacting in the needs and you need to make sure that you are able
to predict their needs even before they ask for it.

2. Do the best you can and tell yourself the best has got to be good enough.
This is a challenge that you should give yourself on a daily basis. You know what you
are capable of doing and with this, you know if you’ve done the best you could. If things
are not good enough, then you solicit assistance from your colleagues or improve on the
service or product you offer your guests. Other people may say that it is good enough, but
the best critic is yourself!

3. Things aren’t as bad as you think they are.

Do not worry too much on little things as these may be irrelevant or inconsequential to
the things at hand. As long as the guests, boss and colleagues are happy, you are on the
right path. Focus energy on your work.

4. Stay around positive people.

If you surround yourself with positive people, you will be “charged” with positive
thoughts and this will show in the way that you work. People with “negative thoughts” will
deplete the positive thoughts in you and may reduce your effectiveness as a worker.

5. Think positive to reinforce your positive thoughts.

Think positive. Thoughts and actions emanating from a positive person will affect
others positively. This is always very important for you to grow better as a person and as
an industry worker.

Practicing constantly would create a positive attitude that will go a long way in the
service of guests in this exciting and exacting industry. There are certain values that would
support a positive attitude. You should have pride, in the work that you do; as these are outputs
that will be a reflection of your personality and your capabilities. You should be proud of your
work as it will speak for you. Secondly, you must have passion in the way you do your work
as this will push you when you can do the work is an important value that you must possess.
There is no one else you can rely on all the time except yourself. Thus, it is important that you
believe in your capabilities!

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Big Picture in Focus:

ULO b. Rationalize the physiological, physical, and social aspects
of personality.

THE PHYSIOLOGICAL AND PHYSICAL ASPECTS OF PERSONALITY

Good Grooming and Proper Hygiene

No matter who you are, where you are, and what you are, good grooming and proper hygiene
is very important. Good grooming is how you look and how you present yourself. How you look
accounts for 55% of impact on impression.

Daily Habits that Contribute to One’s Overall Grooming

Below are the daily habits that contribute to overall grooming:

• Daily bath or shower
• Use of deodorant and antiperspirant
• Regular hair and nail grooming
• Daily change into fresh, clean and well-pressed clothes
• Brushing of teeth two or three times daily and regularly using mouthwash and dental
floss
• Periodic dental check-ups
•

Other people might have additional daily habits when it comes to personal grooming.
Whatever those are as long as it will help enhance one’s physical aspect, there will be no

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problem at all. The industry only wants to make sure that people are well-groomed once they
face the world and deal with the challenges it leads them.

Grooming Standards for Tourism and Hospitality Professionals

Most people lack the basics of grooming. For tourism and hospitality professionals, good
grooming standards must be set and followed in order for them to be presentable. Always
remember that interacting with guest always calls for a professional image, and that includes
proper grooming. Proper grooming then will come along the way as you take care of your
physique.

The Face

As tourism and hospitality professionals, it is very important that you take good care of your
face:
- Proper make up should be applied
- proper hair style should be tailored with your face shape.

Why is this very important?

- wrong hairstyle is created for the wrong face shape, the result is a disaster.
Always remember that the shape must:
• Minimize non pleasing attributes

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• Promote compliment positive ones.
• the hair texture and colors should be based on standard

The basic face shapes are as follows:

• Oval-shaped Face –
• - you may try a hair style with choppy layer that bring out cheeks.
• Round-shaped Face – This is a circular face shape. A “forward shag” with volume and
lift on the top and soft choppy pieces would be advisable to add definition on your face
if you have this kind of shap e.

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they create illusion of a longer face and give you the option of wearing your hair up,
long slightly layered cuts will also work well in this type of face shape.

• Square-shaped Face –To minimize a strong jaw, the most complementary cut is the
one with soft waves or a bit of fringe. Very flattering are cuts like sideswept or angled
bangs.
• Heart shaped Face – In this shape, you will notice that it is wide at the forehead and
cheekbones and the jawline is narrow. If you have this shape of face:
• - make sure not to cut your hair too short on the sides because it will widen your face
even more.
• What you need is a style that is flat on the top and full around the sides and jaw to
balance your narrow chin and wide forehead.
• Triangular Face Shape
• Diamond Face Shape
•
• Oblong Shape Face

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

The Hair

This is your crowning glory. As your hair adds significantly to your physical image, it needs
careful attention and care. No matter what your hair type is, the following should be practiced:

• Hair should be brushed or combed at least twice a day. This is to maintain its body as
well as its shine, necessary to have a great look of hair.
• Hair should be shampooed and conditioned well at least twice a week. Get a good
flattering corporate hairstyle. Untidy and flyaway hair does not inspire any confidence
or indicate a sense of orderliness in the tourism and hospitality industries.
• Corporate hair styles usually are proper when they are at least an inch above the collar
and above each ear. Sideburns should be kept in level to the middle of yo ur ears,
anything longer and you will look like a rock star. For women, it should camouflage
your personality. It has to be tied if it’s long to make it presentable. For shorter hair,
make sure that it is well managed and presentable.
• Avoid playing with your hair as it sends wrong signals, if you have a thinning bald patch,
don’t brush your hair forward to cover it. It looks false and draws more attention to the
fact that you are balding.
• A hair trim is needed every 2 months for straggly ends. If you color your hair, make
sure it flatters your complexion as well. Keep it clear of dandruff, and please do not
use huge amounts of oil as there are many solutions available in the market for flyaway
hair, like gel and mousse.

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

The Skin

It is not enough just to have a bath with soap and water, because of the heat and tropical
conditions; you also need to use deodorants. The following should be taken seriously by
tourism and hospitality professionals:

• It is important that you take a bath or shower every day. It eliminates body odor. Note
that you are going to interact with various people in the industry. Be sure to be
presentable.

Body Odor – This is a constant source of turning away potential customers. This can
be caused by improper hygiene. Certain foods may also cause this. One good example
is garlic and onions! If you value your friends who have this problem, do not hesitate
to inform them of their problem. They’re usually the last ones to be aware of the smell.
Most especially for tourism and hospitality professionals, it is embarrassing when a
guest could smell something foul from you. If you have body odor, do not wait for
someone to embarrass you. Use deodorant. It is always safe to use one to acquire a
fresh feeling while you are serving guests.

• Apply deodorant everyday to avoid body odor. Use a brand that adds scent to your
body. It should be applied every day, every after bath or shower. Just always
remember that your aim is not only for personal hygiene, but to interact with guests
confidently.
• Foods that are oily should be avoided.
• Make sure to prevent onset of acne. Imagine yourself in corporate attire attending to
guests’ concerns with your face with acne or pimples. It will diminish your being
presentable and highly organized individual. Use some facial care or acne fighting
agents. Follow the directions and apply it. Just make sure to be extra careful about
using it, there are products that do not suit your skin type and may cause spreading of
your pimples/acne.
• Take a good rest. It will help you become alert the next day or next activity and will
help your skin glow.
• One good source to help your skin glow is by drinking at least 8 glasses of water a day,
especially when you are having a work out or exercise. It replenishes when you
perspire. It is necessary for you not to be dehydrated.
• It’s normal to go out. Just make sure that you avoid too much exposure to sunlight as
it can damage your skin. Avoid it from 10:00 am to 2:00 pm.
• Take vitamins that could help enhance your skin. Vitamin E will be helpful as it is good
for skin to glow. Vitamin C will also help. Eat fruits every day.
• Facial creams for men are already available in the market. Use it. It helps to maintain
moisture in your face. Body lotion will also be needed for the whole body’s
maintenance of moisture.
• Work out to maintain skin and body physique. Just make sure to follow what your
trainer will advise you to attain the physique you would like to achieve.

The Teeth

Teeth affects your personal appearance. As you need to smile most every time while
interacting with guests, extra care should not be overlooked as it will contribute to your appeal.
Remember that no matter how good a communicator you are if you are not taking care of your
teeth, it will still cover up your other good traits.

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Tele Fax: (082) 297 – 7024

Bad breath – This is another turn off! Brush your teeth well. Gargle after drinking tea
or coffee and use a breath freshener. Use good branded toothpaste and see a dentist
once every 6 months. Eating too many sweets or rotting teeth can also cause bad
breath. After eating, do check if there is any food sticking to your teeth. If your breath
smells bad persistently, then do see a doctor as this could be a hidden problem,
internally. Smokers need to pay more attention to their breath, using mint flavored gum
or sugar free candy may help dissipate this problem. As much as possible, do not try
to smoke if you want to have a good career in hotels and restaurants.

Be extra careful with your breath. Interacting with guests in hotels, restaurants, and other
related industries will require someone who is presentable. Never let the guest smell it, or else,
it will ruin your guest’s day. And if it happens that you are taking their food orders, believe it or
not, they might lose their appetite and may result to a customer complain.

Hands, Feet and Nails

Like other parts of your body, hands, feet and nails play an important role in projecting
professional image in the tourism and hospitality industry. It is necessary that whatever your
gender is, extra care of these is not taken for granted. They have something to do with your
personality. Always remember that dirty hands, feet and nails create an impression that you
are not aware of your personal hygiene.

• These should be cleaned and well care for. You have to check your nails. Make sure
that it is not chipped and there is no dirt under the nails. File broken nail.
• Nail polish is not advised for men, as this may send the wrong signals in a corporate
setting. Just show your natural hands and nails in a simple way, clean and presentable.
Always check them before interacting with guests. Or even your friends may find it foul
for your personality as they create an impact that you are not aware of your proper
hygiene.
• Women may wear nail polish; however, it should complement with their personality and
should be asset to the organization they are in. Since you are working in the hospitality
and tourism industry, be careful with your choice of nail polish. It should harmonize
with your skin tones and clothing colors. Most of the time, the right choice is buffed,
clear or pastel polish. But for food servers, it is advisable not to wear nail polish to
ensure cleanliness of the food being served.
• Always keep the feet dry, especially when you wear shoes as this will cause athlete’s
foot or itchiness.
• Use cotton socks and charcoal linings for your shoes for smelly and sweaty feet.

The Exercise and its Benefits

Not only because you want to have a good body posture, great muscles, great abs, great body
build, you will be motivated to work out or have an exercise. This is very important to maintain
a good physique as well as to make you feel good about yourself. This exercise can help you
build a higher self-esteem. For hospitality professionals, exercise can help you lower stress
level as you continue to interact with the challenging needs of the guests. It can also improve
your mood as it becomes an outlet for tension, anger, and other unnecessary emotions that
may affect your job.

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Tele Fax: (082) 297 – 7024

FUTURE MEN OF THE TOURISM AND HOSPITALITY INDUSTRY

Grooming Check

Men are different in grooming from women. In this case, men should know the proper way of
grooming in order to be acceptable in the corporate world. The following questions will help
you check your personal grooming:

1. Do you clean your face thoroughly always before going to bed?

2. Are you brushing your teeth at least twice daily and after each meal whenever
possible?
3. Do you regularly have a dental check-up?
4. Is your hair clean and shiny?
5. Do you take a bath daily?
6. Do you remember to use an effective deodorant daily?
7. Are your nails clean?
8. Do you always use clean shoes?
9. Are your clothes neat and clean?
10. Does your perfume suit the occasion?

As you are in the tourism and hospitality industry, you should be aware of some annoying
faults and effects in personal grooming, appearance, and behavior in men.

These are the following:

1. Dirty handkerchiefs.
2. Dirty or bitten fingernails.
3. Greasy hair.
4. Uncombed hair
5. Stale cigarette odor on clothes
6. Wearing rundown and dirty shoes
7. Dandruff showing on hair or clothes
8. Body odors
9. Dirty teeth and bad breath
10. Odor of cigarettes or alcohol on breath
11. Unshaven face
12. Combing hair in public
13. Chewing gum in public
14. Smoking inside a non-smoking area
15. Not dressed and ready to go at the agreed time
16. Boisterous talking and laughing
17. Poor table manners
18. Not opening doors and pulling chairs
19. Not giving up his seat to women

Dressing for Occasion

So, you have that plan of becoming an effective member of the tourism and hospitality
industry? Well, just remember that anyone who is actively looking for a new job especially in
the industry where perfect service is required, needs to have the right tools for the job which
of course include a smart business suit to impress a potential employer at the interview. Make

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Tele Fax: (082) 297 – 7024

sure that you are aware that your personal appearance is critical; a neat haircut, well-
manicured fingernails, being clean-shaven, etc. these are all vitally important for your success.

In the world of fashion, there are suits, and then there are the other kinds of suits. If you see
the kind of suit a game show host wears on TV, it may not be the perfect choice for a job
interview. Just remember to avoid bright colored suits; white, green, light blue and red all fall
into this category. Don’t wear a brightly colored suit to a job interview unless you are being
interviewed for a job as a circus clown, or indeed a TV game show host. Always remember
that a smart business suit has elegance and style. Reason is that it has more somber and
conservative appearance that suggests a serious attitude, and with this, there are really only
three colors, possibly four, to choose from when you need to wear a suit: foundation colors of
charcoal gray, black and navy blue, and dark brown. The most popular color for a suit is by far
navy blue. Try entering in a room filled with men all wearing suits, most probably, three-
quarters of them will be wearing one that is navy blue. This is because this color works well in
almost any situations. In fact, it is a respected color that has stood the test of time.

Consider carefully your choice of color for a smart business. For young men, choose charcoal
gray because this color goes well with a youthful appearance. Do not go with navy blue suit
because it suits uncomfortably with young men, even if you make them appear older than they
are. This only means that navy blue works best for the older man, while black has an air of
authority as well as very formal look. For some, brown is not a proper color for a smart business
suit. But if you wish to have a brown suit, you have to choose one with a very dark brown
shade and not a light shade. This is because a light brown shade has a kind of country look
that is not at all suitable for impressing a prospective employer at a job interview, so be careful
with that.

One thing that you should also avoid is excessive patterning on a suit. The reason for this is
that it will put you in a similar category as wearing a brightly colored suit. You may opt to wear
stripes; these are acceptable since they break up the monotony of the color without being
frivolous. In fact, pin stripes often work best and add an air of elegance and distinctively styling.
Once you have a smart business suit, complement it with a smart shirt and tie, as well as dark
colored shoes, never trainers or loafers. Just make sure to keep the colors conservative and
serious. You opt to wear white shirt, it is traditional and will never be out of place, while a dark
colored tie, perhaps dark blue, will generally work best. Always remember that your business
suit is all about one thing: it is how you are perceived by all those with whom you come into
contact during the course of your business dealings. Your abilities, records and achievements
in your business dealings are obviously the major factor, but do remember that without a good
suit, it can sometimes be tremendously difficult for someone to take you seriously.

Have you ever experienced or seen an occasion when someone is known in their business
circle for being a real shabby dresser? Or have you seen heads of large corporation who arrive
for work each day in jeans and t-shirt? Yes, there are, but they are the exception rather than
the rule. Note that a man who is dressed very smartly and fashionably will always be taken
seriously. Did someone tell you that forming a first impression is inevitable? First impressions
really do count. There are times you have formed an opinion of someone simply because of
the way they look, and you discover later that you were wrong. Because of this, don’t ever
allow that to happen to you. It is important that you always wear the best and most fashionable
business suit you can. Know how to create a great first impression… as mentioned in the
previous chapters, sometimes you may not have a second chance, and that is really true.

Business Wardrobe for Men

Things that you will need:

1. Blazers that match the color of your pants.

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2. Cufflinks, silver or gold as long as they are not prone to tarnish.

3. Dress socks, please note: dark with dark, pale with pale. No white socks!
4. Men’s Dress Belts, leather belts are required to be of the same color as the leather
shoes that you will be wearing; the color of buckles must match with the color of your
cufflinks.
5. Men’s Dress Shirts usually light colored and must contrast the color of your neck tie, a
full collar and cuffed, with no mismatched print, only that which is corporate.
6. Men’s Dress Shoes must be buffed and no metal buckles or tassels, with or without
shoe strings are acceptable as long as they are corporate and formal.
7. Men’s Dress Pants must be the same if not lighter color than your jacket or blazer
8. Neckties, corporate and must not exhibit mismatched prints that may appear childish
in nature, for example: a cartoon character design.

Tips & Warnings

For the overall grooming to be effective and perfect, tall men should emphasize horizontal
lines and avoid pinstripes; double-breasted suits often flatter tall, thin men. Short men on the
other hand should consider single-breasted, shorter jackets in pinstripes or dark solids. For
heavier men, they may opt for pinstripes and avoid double-breasted suits.

For instance, if you buy a suit off the rack, you may have to take whichever pants that come
with the jacket. The jacket style should take precedence over the pants style. You have to
keep in mind that cuffs can be added to or removed from most pairs of pants.

On the buttoning of the jacket, it is primarily determined by the button stance, a measure of
how high the buttons are in relation to the natural waits. In some styles, the buttons are
intended to be placed high so that the suit is to be buttoned differently from the more common
lower stance.

Always remember that double-breasted suit coats are almost always kept buttoned. For cases
like these, there are more than one to fasten, as in traditional six-on-two arrangement, only
the top one needs to be fastened. Single-breasted suit coats on the other hand may be either
fastened of unfastened. Except with certain unusual cuts of jacket, the bottom button is
traditionally left unfastened in two-button suits.

The middle button is fastened when fastening a three-button suit. A four-button suit, on the
other hand, is untraditional and so has no traditional guidelines on buttoning, but the middle
ones at least should be fastened. In addition, the one button suit has regained some popularity
so the button should always be fastened while standing.

If you are wearing a single-breasted suit, it is proper to have the buttons unfastened while
sitting down to avoid an ugly drape. A good double-breasted suit on the other hand is usually
able to be left buttoned, to avoid the difficulty of constantly redoing inner buttons when standing
up.

The Power Suit

If you know how essential a power suit can be to your career, then it is a good start to choose,
buy, and wear power suit. In order to complete the process, you will need to know exactly what
a power suit really is as follows:

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• As mentioned above, the color navy blue is the most powerful color in the world of
business and politics so this is the color you will choose when creating your power suit
since this color will go with all skin shades and body types.
• For patterns on a power suit, it should always be white or black pinstripe since this
pattern on a blue suit puts off a more authoritative look than any other combination in
creation. You will notice for this reason that many people will wear this suit when they
are giving speeches or holding the dreaded Monday morning meetings.
• Also, you have to wear a nondescript white dress shirt underneath your jacket without
any distracting patterns or colors that will diminish the effect of your suit or “power tie”.
• The ties worn in conjunction with the power suit are known as “power ties” which should
not have to be one solid color. They do need to have some red in them. You could
have a dark red tie with square patterns and silver outlines for example.
• Your dress shoes must be black. The patterns should be non-existent and the shoe
should be lace up. You may use this style in combination with a high sheen and you
will be wearing the most formal shoes in creation.

The Job Interview Suit

Because you have the desire to be part of this challenging hospitality industry, then you should
never underestimate the power of a good, quality interview suit. Your dress will determine how
the interview will proceed when meeting someone for the first time. Remember that it is never
appropriate to participate in an interview without wearing an appropriate suit.

It is important that you are aware of the type and appearance of the suit. You will see someone
being interviewed for a position in a local inn or a pension house wearing a more stylish cut of
suit paired with a more colorful shirt and tie. On the other hand, you will see someone being
interviewed with a corporate internationally affiliated chain wearing a somber suit with a blue
or white shirt and conservative tie.

This only means that a choice of suit is a direct result of the type of job, position or company
for which you are being interviewed for.

Never underestimate grooming when dressing for an interview. The suit should be well tailored
and fitted, free of any holes or stains, and neatly pressed with creases on the legs of the pants.
You have to check to be sure that all of the buttons are on the suit. All of these should be done
for your shirt and tie as well. Don’t forget to examine your tie for any stains. Do this a few days
before your interview to be sure that you have time to iron or take anything that needs cleaning
to the dry cleaners.

If you are to be interviewed, remember that your appearance is as important as anything you
can say later in the interview. You may be a very good leader in your field, but if you look like
a bum, no one will take you seriously.

You will see that people look so great in suits no matter what their height, weight, or style. If
you are going to wear this, think that you will wear it for eight to nine hours so you have to
make it comfortable through comfort does not negate style. Your slacks should have a flat
panel front, pleats, or double pleats. Just remember that pleats tend to be more comfortable,
but not quite as attractive to look at. This can however be negated by wearing pleats and
keeping your jacket on all day. But the thing is, when you are working all day, it is doubtful that
you will want to keep your jacket on at all times.

Your suits do not have to be extremely expensive whatever your position in the company and
your aspirations are. What you have to keep in mind is that you are always judged by how you

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Tele Fax: (082) 297 – 7024

look as well as how well you perform. Your option is to invest in one really good suit for
business meetings and just keep it simple the rest of the time.

To break the monotony of your outfit, try pairing your work suits with unique ties. As a tip,
remember that ties with different pocket squares can play up a suit and make the same suit
look like a different one every day. Another thing to remember is that you do not have to wash
your suit jackets every day. This is because you wear a shirt under the jacket, so they stay
relatively clean. What you need to do is to hang it up to air it out at the end of the night. You
may also take the jacket off when you eat so that you don’t get any food on it.

For future men of the tourism and hospitality industry, remember that every man needs a well-
tailored office suit. This is because the world you live in today requires you to go above and
beyond to stand out from the competition. You have to show that you are on top of your game
and that you are taking your job seriously. And wearing a suit that came from a department
store will not always flatter you nor get you recognized as an individual. Do not consider the
suit as just a piece of attire because it can actually define the type of person you are. Have
that desire to look your best, and certainly better than others when you are applying for a new
job. Whatever the occasion is, you suit, unknowingly can tell a person a lot about you and how
you see yourself.

The Neck Tie

There are about 85 ways on how to tie a neck tie according to Thomas Fink and Yong Mao
(1999) however, we shall be focusing on the most common, the small knot (single loop), and
the Full Windsor knot (double loop).

It is very much a matter of personal taste when working with neckties, but in corporate times,
here are some basic guidelines.

• The color of the tie should always be darker than the wearer’s shirt.
• With regard to the background color of the tie, it should not be the same as that of the
shirt, while the foreground of the tie should contain the color of the shirt and thereby
“pick up” on the color of the shirt. The ideal is, the tie should also integrate the color of
the suit in the same way.
• Sime or subdued patters are preferred for corporate attire.
The most appropriate with the type of fabric or design of the tie is the knot, if properly knotted
and arranged, the bottom of the tie can extend anywhere from the wearer’s navel level, slightly
below the waistband, whichever the case may be, it must always slight touch the wearer’s belt
and the thin end should not extend below the wide end.

Let’s study how to do a tie:

• The Single Loop or the Small Knot – Also known as a simple knot or schoolboy knot,
this method of tying a necktie is believed to be the most popular method of tying ties
due to its simplicity. This style produces a knot on the narrow side, slightly asymmetric,
and appropriate for all occasions. The following are the steps:

Place the tie around the neck and cross the broad end of the tie in front of the
narrow end.

Afterwards, the broad end should be folded behind the narrow end and then
brought forward on the opposite side.

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Next, pass it across the front horizontally, folded behind the narrow end again.

Lastly, brought it over the top of the knot from behind, tucked behind the
horizontal pass, and the knot pulled snug.

Remember that the knot should be slid up the narrow end of the tie until snug
against the collar.

• The Full Windsor Knot (double loop) – The Windsor Knot is a way of tying a necktie
which produces a neat, triangular knot which is larger than the single loop. This knot
works well with medium to thick and heavy fabrics.

Below are some easy steps to do this:

• Just place the tie around your neck and then cross the broad end of it in front of the
narrow end.
• Afterwards, run the wide end over the layover.

• Afterwards, fold the broad end behind the narrow end and bring it forward on the
opposite side. You will be able to form a triangle with the left and right sides of the
narrow end, and the inside of the loop around your neck.

• Then afterwards, fold the tie over the sides of this triangle, rotate around the triangle
in one direction, the fold should bring the broad end up over the top of the knot from
behind.

• Finally, push the end down through the loop in front of the knot between the fourth and
fifth folds and work out on any wrinkles. Pull the knot tightly. If the tie is unbalanced,
you just have to untie the knot and try again giving yourself more or less length to work
with.

On Perfume

Anywhere, perfume should not be overpowering. This is most important for tourism and
hospitality professionals, especially if you are dealing with foods, too much perfume may
contaminate it. Try to use something light and fresh or a lemon based eau de toilette.
Sometimes, using perfume correctly will create and impact to the guests that you know what
scents are all about.

Wearing Eye Glasses

If your vision is normal, there’s no need to wear glasses just to accentuate your eyes. Come
and greet guests with your natural look, no need to accessorize. But if you insist, there’s
nothing wrong with that as long as it’s pleasing and it matches your face. Try to wear a frame
which flatters your face. Be careful that they should not be wider than your face. Eye glasses
should rest on your nose comfortably, and please ensure that they are cleaned often,

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eliminating specks and grease marks. Whatever the purpose of the eyeglasses, whether to
accentuate or to have a clear vision, it should look good on you. But please, never wear shades
during office hours, especially when dealing with guests, though pretty sure your company
won’t allow you either. Remember, an eye-to-eye contact is very important.

FUTURE WOMEN OF THE TOURISM AND HOSPITALITY INDUSTRY

Grooming Checkup

Your grooming and hygiene present a positive and professional image of you and your
property. Your daily appearance, down to the last detail, reveals to others at a glance, a great
deal about your personality. If you pay attention to every aspect of good grooming, to personal
cleanliness, to appropriate clothing, you will look clean, neat and smart. You will not only make
a favorable impression on others but you will be relaxed and poised. You will be more
“employable” and “promotable”.

To always maintain personal grooming and hygiene, wear:

• A uniform or clothing that fits properly and is clean, pressed and well-maintained
(change or spot clean clothing if soiled at work)
• A name tag, if required
• Clean hosiery in good repair
• Clean, sturdy, non-slip, closed-toe shoes
You should comply with the property standards and accepted use in matters of grooming
especially with regards to cosmetics, perfume and jewelry.

Good bodily hygiene consists of:

• Showering or bathing and using a deodorant daily

• Brushing your teeth daily and using mouthwash and visiting your dentist
regularly
• Keeping your fingernails clean and trimmed and using only neutral color if you
wear nail polish
• Keeping your hair clean and controlled
• Washing your hands often, especially after coughing, sneezing, smoking, and
of course, using the washroom
Maintaining good posture by standing up straight and keeping your head up completes the
well-groomed appearance that you should always have at work.

The following must be checked to ensure that you are acceptable to other people:

1. If hair is clean and shiny

2. If hair is neatly and attractively coiffed
3. If make-up is skillfully applied
4. If make-up coordinates will with your clothes
5. If make-up is appropriate for your day’s activities
6. If fingernails are neatly manicured
7. If hands are smooth and soft
8. If your underarms are free of hair
9. If you guard against menstrual odors
10. If legs are free of noticeable hair fuzz

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11. If the backs of your heels are smooth or calloused

12. If your feet are neatly pedicured
13. If your foundation garments are adequate for your figure
14. If your clothes are never too sporty for the occasion
15. If your clothes coordinate attractively such as suit or dress, shoes, bags, jewelry, etc.
Here are some of annoying faults and defects in personal grooming, appearance, and
behavior in women;

1. Cocktail dress worn to work

2. Extremes in fashion worn to the office
3. Evening shoes worn to the office
4. Clothes worn that are too tight
5. Sheer blouse worn with too little under it
6. Undone and uneven hem line
7. Dangling, jingling jewelry in the office
8. Too much jewelry
9. Bra straps that are showing
10. Rundown heels
11. Excessive make-up
12. Excessive perfume
13. Blemishes and blackheads on your face
14. Bitten fingernails
15. Poorly groomed hair
16. Dandruff or hair on shoulders
17. Curlers worn during lunch break
18. Body odor
19. Bad breath
20. Putting makeup, combing at your desk or in public
21. Chewing gum at work
22. Adjusting hose in public
23. Smoking
24. Not dressed and ready to go at the agreed time
25. Poor table manners
26. Boisterous talking and laughing
27. Ordering expensive food in a restaurant and not eating it
28. Developing expensive tastes and taking advantage of your date

Business Wardrobe for Women

As always emphasized in this book, image is very important in the business world. Depending
on your profession or career, your image can affect the way people perceive you. So, in order
for the future women in the tourism and hospitality industry to have a good and respectable
image, it is vital that you invest in the way you dress. Just remember that you can use your
image to build credibility and trust with your colleagues, clients and guests. Never overlook
things that will help you attain your goals, your dream job in the future.
Let us have some tips on how professional women can create a wardrobe that reflects
a good image and success:

On Basic Suit and Outerwear

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Your closet should have a basic 3-button double-breasted or single-breasted pants or skirt
suit. This should be in a basic color of black, navy or charcoal gray. Like men, these colors are
usually the ones being used in the business world. Aside from the fact, these basic colors give
you the options of mixing different colors and patterns as the seasons change. Also, the colors
mentioned provide a classic and professional look that does not go out of style. As a
suggestion, your suit should be made of wool material or blend. This is because the wool
allows the suit to last longer by keeping its shape with minimal color fading. Try also
considering a tailored suit. This may be more expensive than regular suit but it has a more
polished look. Better yet, purchase a suit and have your local dry cleaner tailor it for you.

Invest also in a good coat because this is another essential factor in a professional wardrobe.
For colder weather, a knee length black wool or cashmere coat is a great classic piece. It’s
great to have a trench coat, either knee length or longer during the lighter seasons know ing
trench coats is becoming a lot more popular and is being sold in different colors beside khaki.
Also consider purchasing a shawl for an elegant look.

On Dress Shoes

If you have good suits, do not forget your shoes. These are very important accessories to a
dynamic career outfit, so even if you have that pretty suit but you are wearing shoes that does
not match, the outfit is useless. It will not create a good image for you. The best thing here is
to consider that they should be in a basic color of black, brown or navy so that they can match
with any ensemble. They should be leather for them to last longer and can be maintained
easily with polishing and buffing. Keep them in a shoe box or on a shoe rack to preserve it.
Consider also using shoe horns to put on the shoes and shoe trees to keep its shape when
you are not wearing it.

On Dress Shirts

Another essential part of a professional wardrobe is dress shirts. Your dress shirts should be
100% cotton or cotton blend. With this style, it keeps the shape of the shirt and reduces the
effects of color fading aside from it being a great year-round material. Never limit your dress
shirts to plain colors. Try having various designs to liven your wardrobe including polka dots,
plaids, stripes, floral prints and geometric designs. Preserve your dress shirts either by
hanging it or folding them after wearing.

On Perfume

Like men, perfume should not be overpowering. For tourism and hospitality professionals, light
perfume is enough. Try to use something light and fresh or a lemon based eau de toilette.
Sometimes, using perfume correctly will create an impact to the guests that you know what
scents are all about.

On Make-Over
For tourism and hospitality professionals, light make up is advisable as you are always dealing
with various types of guests. It should match well with your attire and must be skillfully applied.
Below are some tips for a complete step-by-step makeover (Santos, 2006):

On Hiding Circles under the Eyes

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Do not worry about circles under your eyes, it’s normal, almost all of us have one. What you
should do is to apply a concealer under the foundation with a Q-tip or even by using a piece
of cotton wrapped around an orange stick.

On Applying Foundation
Use foundation correctly. Those that match well with your skin type should be used. For your
colorful artistry, it actually provides the backdrop. Apply it naturally, do not put too much on
your face, the sole purpose here is to give your face an even color tone. Match it with your
complexion, remember that you will be dealing with guests and therefore, your complete
makeover should be acceptable and should not be a disaster. If it so happens that your
complexion is uneven to camouflage, nothing to worry about because you can use a regulator
or a toner. This comes in violet, green, red, and white. However, this should be applied
sparingly. The following are types of foundation that a woman should know in order to apply
them properly and match them with your skin type and tone:

• Liquid Foundation – This type is water-based or oil-based and is easily applied in

your face and is actually the most popular. It gives a sheer to opaque coverage and is
normally giving the skin an appearance that is glowing.
• Whipped – This type of foundation is like a whipped cream having a greater amount
of moisturizing qualities. This is light and frothy in most cases though it is slightly
heavier in texture than the liquid. When using this, it leaves the skin slightly moist and
glowing.
• Matte – This type of foundation gives the skin a dry and dull look. It comes in liquid
form, cream or cake.
• Cream-Cake – If you want your face to have a definite, creamy glow, this condensed
version of the whipped should be used.
• Cream Stick – This type of foundation is slightly tighter than the cream-cake though
they have similarities like the coverage and nondrying qualities.
• Medicated – To combat excessive oil and blemished skin, this type of foundation is
being used and is generally issued by dermatologists.
• Cake – This type of foundation gives a heavy, opaque cover and is the dried version
of the cream-cake type. This can be applied through a wet natural sponge since it is
highly compressed powder.
Never use your fingers in applying whatever type of the mentioned foundations. Use a dry
foam sponge except of course for those needing the use of wet natural sponge. One thing to
consider on choosing the type of foundation to be used your skin type. If you have a dry skin,
do not expose your face to a drying foundation. This is same true if you have an oily skin which
should avoid using thick, wet cream type.

Always remember, you are in the tourism and hospitality industry. As mentioned, do not apply
too much foundation on your face. Your overall look should be the “natural look”. The less you
apply, then the better.

On Applying Powder on Face

What sets the foundation is the application of a power. Because of this, be sure that you have
a powder brush to be used since that is essential in the proper application of loose powder.
Below are your guidelines on applying powder:

• Apply powder through a powder brush.

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• Hold your powder brush and dip into the powder.

• Shake loose from the brush the excess powder with a quick flick of the wrist.
• The remaining powder in the brush is the one to be applied in your face.
On Perfecting Your Eyebrow

Once done applying powder on your face, it’s time to perfect your eyebrow. Note that this is
an important feature of the face that you have to take into consideration. They actually frame
your eyes. Aside from this, it adds beauty to your face value. It also conveys moods and
expressions, which is necessary when dealing with guests in the hospitality industry. The way
you express your moods to them shows the personality that you have.

What you need to do with your brows is to begin them directly above the inside corner of your
eye and then raise them into a natural arch over the outer edge of the iris. Afterwards, gently
decline them and then end them at the point diagonally above the outer corner of the ye.
Once done, check its final touch. You may use a pencil to measure it accurately.

On Eye Make Up
The “windows of the soul” should not be missed in your complete makeover. Your eyes are
very important aspects in your day to day dealing with guests in the hospitality industry. Since
your eyes are the local point of our face, they become objects the people look into when you
are communicating with them. Evaluating your emotions and expressions can also be done
through your eyes.

For your eye makeup, make sure to consider the shape and size of your eyes.

• Small Eyes – The best eye makeup for this size is by applying a light-colored
eyeshadow on your lid, from the root of the lash up to the contour color and then from
the inside corner of the eye out beyond the outside corner. Apply the highlight color
directly to the area below the brow and down to the contour color.
• Closely Set Eyes – Start applying eye makeup at a point away from the corner of the
eye to separate them optically.
• Widely Set Eyes – Treat them as normal eyes. Apply eye makeup to add its beauty
as this type of eyes were regarded by Greek standards as the most beautiful of all
types.
On Shaping Up Your Face
Face highlighters, face contours, and cheek highlighters are the cosmetics used to structure
face. Usually a brownish red powder or cream, face contours are shade of foundation that are
one tone darker than that applied to the face. Face highlighters are of two categories: the
cheek and the skin highlighter. Blush on, rouge or glimmers are other terms for cheek
highlighters which come in gel, cream, liquid, or powder. These cheek highlighters emphasize
the cheekbones. Skin highlighters on the other hand are mainly white or off white that
accentuate and better define the face and reflect available light by creating the illusion of light.

On altering the nose, the tip and the base of the nostrils are contoured if it is too long. The
sides then are contoured if it is too wide.
Do not forget your lips. However, do not exaggerate when applying lip color. The color should
be carefully selected to heighten your attractiveness. For those who are fair-skinned, use light
tones as you will look best than other styles. Bright tones are for dark-skinned women unless
their lips are thick. Deep brownish reds are for those who are black women with thick lips.
However, try to experiment with colors so that you will see what best fits your skin tone.

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THE FINAL PORTRAIT

For the future women of the tourism and hospitality industry to be physically well-groomed, be
it for interview, in the school, going out to the mall, wherever you may go, take a final look at
the mirror. How do you look? Are there something you missed? Is your make up perfectly
applied? For the men, do your looks convey a message that you are intelligent and good
enough to be trusted?

Always remember that now that you know how to prepare in the corporate world, your make
up is not a façade behind which to hide. It can’t be a mask to hide something, nor to be used
as a social statement. You are using makeup to protect your facial skin and of course to
enhance your facial features. Your makeup cannot reveal the real you though they can send
a wrong message. Do not allow other people to think you have poor taste because of makeup
inappropriately applied and used.

The next page shows an example or corporate power dressing for men and women of the
tourism and hospitality industry:

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CORPORATE POWER DRESSING

HEAD GEAR: 1 HEAD GEAR: 1

HAIR STYLE must be SMART HAIRCUT, hairstyle must be barbers
COPORATE, styled in a bun. MAKE-UP cut/clean, at least one inch above the ear
should be corporate, not too light, and and two inches above the collar. CLEAN
not too dark, lip color should be rouge. SHAVEN, no day-old beard, stubbles or
JEWELRY must be to a minimum sideburns. NO EARRINGS for male students
(watch, ring, and necklace) not and or other kinds of facial implements,
dangling. jewelry must be a minimum, limited to one.

UPPER GARMENTS: 2
JACKET/BLAZER,
must be black, three
button or double
breasted and as to be UPPER GARMENTS: 2
the same color as your JACKET/BLAZER, must
skirt. BLOUSE must be be black, two/three
plain, white, long button or double breasted
sleeves. NAME PLATE and has to be the same
must be displayed color as your pants. TIE,
properly as shown in must be corporate. SHIRT
the picture. must be plain, white, long
sleeves. NAMEPLATE
WITH FULL COMPLETE
NAME, must be worn as
displayed/shown in the
picture.

LOWER GARMENTS: 3
SHORT must be pencil
cut the same color as
your JACKET/BLAZER 3
and must at least reach LOWER GARMENTS:
to your knees as SLACKS must be black,
shown. straight cut as shown in
STOCKINGS must be the picture. BELT with
the same color as your small to medium size
skin tone. buckle, must be casual,
leather and should be the
same color as your shoes.

FOOT GEAR: 4 FOOT GEAR:

4
SHOES must be LEATHER, black, SHOES must be LEATHER, black,
buffed – CORPORATE SHOES ONLY, buffed, NOT LOAFFERS, NO STUDDS,
high heels, not less than two (2) inches, NO METALLIC BUCKLE, CORPORATE
or not more than three (3) inches in SHOES ONLY. SOCK must be at least
length, NO STUDS OR RIBBONS. FIVE inches in length from the ankle.

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THE SOCIAL ASPECTS OF PERSONALITY

The social aspects of your personality play an important role in the tourism and hospitality
industry. The way you behave and interact with various people creates an impact to your
personality. As this is the first thing that people will see aside from the physical aspects, this
has to be developed so that you can carry yourself in various situations that may call for a
well-developed personal gestures, behaviors and manners.

This chapter will help you realize how significant the social aspect of your personality is. This
will also help you recognize the importance of corporate image building.

Our Body Language

In the corporate world, body language helps convey message to other people. In the hospitality
industry, body language should be carefully managed so as not to offend guests and avoid
complaints, which may turn to a disaster. Human interaction or communication consists of a
variation between 70% non-verbal and 30% verbal communication. Some moments even have
that small percent consisting of words themselves. Consists of body posture, gestures, facial
expressions, and eye movements, body language is a form of non-verbal communication which
humans send and interpret such signals subconsciously. It provides clues as to the attitude or
state of mind of a person. It may indicate aggression, attentiveness, boredom, relaxed state,
pleasure, amusement, and intoxication, among many other clues.

The technique of “reading” people is used frequently during interview. Example of this is the
idea of mirroring body language to put people at ease that is commonly used in interviews.
This technique indicates that they are understood. For future tourism and hospitality industry
professionals, it is important that you are aware that body language is extremely important in
an interviewing situation. Some would say that body language is just as important as what you
say and what is in your resume as you learn quite a bit about people by their non-verbal
actions. This is actually one of the ways that a job interviewer is trying to size you up as a
candidate.

During stressful or uncomfortable situations, you may have habits that can be distracting to
other people. Some of these are biting your nails or constantly fidgeting with your hands which
could be distracting from what you are trying to say. Note that these are examples of body
language that can be harmful in an interviewing situation. Be reminded that we will be part of
a demanding industry and that these gestures are really unacceptable in hotels and
restaurants or any other occupations that will require you to deal with various clients. However,
when body language is used correctly, it can reinforce what you are saying and give greater
impact to your statements.

To help you give the right non-verbal clues, the following tips will guide you and will help you
develop part of the social aspects of your personality:

On Greeting

The handshake is the most familiar form of greeting in the world, however in other countries,
a handshake may be more different as what you may have originally thought. In Europe, like
Italy for instance, two men kissing cheek-to-cheek is actually their way of shaking hands. In
Japan, they bow and in some they don’t touch at all.

Direct eye contact for some Asians, Puerto Ricans, West Indians, African American, Native
Americans are considered rude, or disrespectful, even intimidating, humorously in some may
indicate sexual overtones.

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The act of waving hello means “No” to most Europeans. Their version of hello is to raise the
arm and “Bob” the hand up and down at the wrist and when they want you to come closer they
raise the arm, palm facing down and make a scratching motion with fingers, in Asia, curling
the index finger is used for calling an animal is considered to be very rude.

The “V” sign for VICTORY in some European countries when using your palm facing inward
toward the face is an obscene gesture. The O.K. gesture (France) means zero yet in Asian
countries like Japan, it means (okani) money or coins but in countries like Brazil, Germany,
and the former USSR, it is considered as an obscene gesture. So much like the THUMBS UP
in Nigeria is a rude gesture. In Australia, if pumped up and down is an obscene gesture and
with such wonder that in Germany and Japan, it sends the message for the number “one”.

SMILE, not only with your lips but with your eyes as well, remember that in the hospitality
industry this paves the way for positive interaction.

Know how to shake hands properly. Giving a “dead fish” hand shake will not do immaculate
wonders for your personality outlook by other people. A proper handshake should be firm and
confident, it should convey a sincere I-am-your-man (or woman) message. An ideal
handshake should break the ice before the start of any meeting between hospitality
professional and guest.

Understand the following etiquette when shaking hands and make sure that you
observe them
.
1. FIRST, make sure that your hands are clean, at the very least adequately maintained
by regular manicure and trimming whenever necessary, free from perspiration and
should be warm, how you take care of your hands gives your client or guest a sneak
peek into your character, a show of clean hands basically exudes confidence,
perspiration is simply a turn off, and cold hands give the impression that you are
nervous or intimidated.

For your sweaty hands, some talcum powder or a handkerchief will quickly remedy this
problem. Rubbing your hands together or placing them on your cheeks will warm them
up for you.

2. A great hand shake should be executed professionally, politely with a firm grip (not
bone crushing), a warm smile welcoming smile and eye contact.

When initiating a handshake, you may send a message that you have a desire to
dominate the interview which is not a good impression to leave especially if the
recipient of your handshake is a potential boss. Know how to time it properly, wait a
moment and allow the other person to initiate the shake, if your hand is already
extended to hesitate by pulling it back as again this sends a message of being
intimidated and indecisive, just make the best of it instead by smiling confidently and
making good eye contact.

3. Be situationally aware, remember your client may be right or left-handed but do learn
to use only one hand; your arms should be at around a 45-degree angle, do not overtly
extend your hand parallel to the floor, straight towards the other persons face, this
implies overt eagerness (aggressiveness). On the other hand, by showing your palm
slightly angled ever slightly up with fingers parallel and close together with your thumb
fully extended, conveys a subtle submissiveness, the message is the exact opposite if

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you extend your flat hand outward with the palm facing down, as this implies being
underhanded.

Body Language Examples

The following are examples of body language with the corresponding interpretation of it being
positive or negative, that a future tourism and hospitality professional must know to avoid
sending inappropriate message.

The Good, the Bad & the Downright Ugly

The Good (Positive Forms of Body Language)
1. When you are seated or standing, you must be erect with good posture not too stiff,
not too relaxed
2. Shoulders levelled, arms uncrossed, hands open (an open palm is a sign of openness
or submissiveness)
3. Eye contact should be concentrated in a triangle that composes of the TWO eyes and
the mouth, casually move your gaze from one point to another so as not to appear like
staring down the person you are interacting with
4. A complimentary and yet subtle movements such as a slight nod “punctuate” the
conversation and sends a signal that you are following the conversation with a keen
interest and applied understanding. If you may wish, one can take notes to further
accentuate this act.
5. Learn to smile on cue, when in a conversation; produce or practice a subtle smile as
the speaker veers his stare to your direction.

The Bad (Negative Forms of Body Language)

1. Being too tense to a point of stiffness
2. Abrupt movements that call attention, such as fidgeting or jerking body movements,
chewing on one’s fingernails shows a form of insecurity.
3. Shoulders slouched and arms crossed, exudes an invisible barrier or be misread as
disagreement.
4. Eyes narrowing shows hostility, flicking your stare in erratic directions, leaning and
yawning shows disinterest or boredom.
5. Negative facial expressions such as shaking your head, or frowning shows disinterest
which may be received as a form of disrespect

The Ugly (Whatever Happens Don’t Even Think About It)

1. Scratching yourself
2. Tugging, pulling or twirling your hair
3. Removing snot
4. Scratching inner ear
5. Picking your teeth
6. Staring down at the other person

Body Movements and Gestures

Other means of conveying specific messages that have linguistic translations are gestures or
movements of the head, hands, arms, and legs. As an example, and everyone had surely
seen and experienced is a person using a “wave his hand” rather than saying “hello”, or maybe
nod his head in agreement, which basically means “yes” or “okay.” Gestures such as these

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can be very useful in the workplace because they are a quick way to convey thoughts and
feelings without needing to speak or write. Aside from that, many such gestures are generally
widely understood, although they may carry different meanings in other cultures. The “ok” sign
for instance that is made through touch of the thumb and forefinger with the remaining fingers
extended is seen as a positive gesture in the U.S., however in some other cultures, this is
seen as a vulgar gesture.

Aside from these gestures with specific meaning, people also use gestures that do not have
specific, generally understood meaning called illustrators. These illustrators add meaning to
a verbal message. When giving a presentation for example, a person might use hand gestures
to emphasize a point. Many presenters use gestures while speaking to others to accompany
their words. These body movements may not have a meaning that can be pinpointed but they
serve to embellish a person’s words. Other examples of illustrators are adjusting one’s clothes,
biting one’s nails, or fidgeting and toying with an object. These indicate to others that a person
is upset or nervous. As tourism and hospitality industry future workers, you must be aware of
that behavior such as this during a job interview or a meeting with a co-worker may be
interpreted very negatively. It may send a message that a person who engages in such
behavior may be seen as preoccupied, anxious, or even as dishonest.

Affect displays on the other hand are person’s body movements that convey feelings and
emotions through facial expressions and body positions. As these body movements are
shown, it may indicate whether a person is open and receptive, angry, distracted, or a number
of other emotions. Many of these are commonly interpreted. Examples of this are individuals
who sit in a slumped position and frown who are believed to be disinterested or unhappy. On
the other hand, those who sit upright, smile, and have raised eyebrows, are seen as interested
and happy.

Certain nonverbal behaviors called adaptors are also categorized by researchers which are
typically unconscious behaviors and are used when a person is tense or anxious.

For behaviors as these, we must know its consequences when dealing with other people.
Take extra care to avoid the following:

• Sitting or leaning back, a body movement that may convey disinterest in a speaker’s
words or disagreement with the speaker especially when you are in an interview.
• Resting your chin on your hand, movement that may convey boredom and on the
other hand, leaning forward slightly, raising eyebrows, and making eye contact indicate
that you are receptive to the speaker.
• Crossed arms, a body movement that often connote a defensive posture and can
indicate that a person is unhappy with the speaker, feels threatened by the speaker,
or does not want to listen to the speaker at all.
• Adaptors, such as fidgeting or playing with objects, body movement that may indicate
that you are nervous around the speaker or disinterested in the speaker’s message.

The Facial and Head Signals

Your facial and signals are also used in your everyday dealings with other people or even in
your family. Since we are discussing here the social aspects of your personality, it is very
important that you are aware how your gestures convey information to other people. As
mentioned, the future tourism and hospitality professionals will be undergoing a very rigid
screening before you can land the job you want. That is because the total package of our
personality will be checked here since you are going to frontline the company’s business of

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providing excellent guest service. The head (including the eyes and mouth) is under the
closest scrutiny when using them during communication process. In an interview for instance,
good interviewers will make an effort to establish and maintain eye contact, and thus you
should expect that whatever messages you are sending from the facial region will be picked
up, at least on a subliminal level.

Testifying to the powerful influence of facial signals is our language which is full of expressions.
For instance, when you say that someone is shifty-eyed, is tight-lipped, has a furrowed brow,
flashes bedroom eyes, stares into space, we are speaking here in a kind of shorthand, and
using a set of stereotypes that enables us to make judgments – consciously or unconsciously
– about a person’s abilities and qualities.

However, those judgments may not be accurate, but they are usually difficult to reverse. Tight
smiles and tension in the facial muscles often bespeak an inability to handle stress; little eye
contact on the other hand can communicate a desire to hide something; pursed lips also are
often associated with a secretive nature; and frowning, looking sideways, or peering over one’s
glasses can send signals of haughtiness and arrogance, which for hospitality workers, these
should not be seen or observed by the guests to avoid a disaster of your day.

The Head

When communicating with guests in a hotel or restaurant, you will find instances that you will
use your head to send a message. Like for instances, instead of just saying “yes ma’am/sir”,
you tend to speak those words with matching nod of your head. However, in instance that you
are rapidly nodding your head can leave the impression that you are impatient and eager to
add something to the conversation. On the other hand, slower nodding emphasizes interest,
shows that you are validating the comments, and subtly encourages them to continue. On
tilting the head slightly and combined with eye contact and a natural smile, it demonstrates
friendliness and approachability.

The Mouth

Smile is very important in the tourism and hospitality industry. It conveys a message that you
are approachable and is willing to assist your guests. In your arsenal, your smile is one of your
most powerful positive body signals. Offer an unforced, confident smile frequently to everyone
especially when you are already at a hotel, restaurant, or even in public. In a job interview,
avoid at all costs the technique that some applicants use: grinning idiotically for the length of
the interview, no matter what. This will only mean that you are either insincere or not quite on
the right track.

The Hands

As you have learned in the previous discussion, confident and positive handshake breaks the
ice and, in an interview, it moves it in the right direction. Be careful of your hands and fingers
that take on a life of their own, fidgeting with them or other objects such as pens, paper, or
your hair. Be guided that pen tapping is interpreted as the action of an impatient person. Just
be yourself, and remember, no perspiring hands and dirty nails.

The Feet
Avoid compulsive jabbing of the floor, desk, or chair with your foot; this can be perceived as a
hostile and angry motion, and is likely to annoy a person, especially if you are in a formal
occasion. Be considerate with other people around you. Again, we are talking here how you
should behave socially and therefore extra care of some mannerisms or body movements
should be done.

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Facial Expressions and Eye Contact

Technically, facial expression and eye contact are not body language; they are types of
nonverbal communication that can have an effect on business relations. Research shows that
people can identify with great accuracy seven separate human emotions, even after seeing
only facial and eye expressions: these are sadness, happiness, anger, fear, surprise,
contempt, and interest. In this case, without speaking a word, a facial expression can convey
a great deal of information to others. This is also the same with eye contact or lack of eye
contact that can indicate a person’s attitudes and emotions.

Some research shows that people use four different facial management techniques to control
their facial expressions. These are the following:

• First, in order to show strong emotion, people will intensify their facial expressions, or
exaggerate them. Let us have an example:
A travel agent who just booked a huge number of passengers in just one
transaction might intensify her positive expression by smiling more broadly and
raising her eyebrows.

• Second, when people try to control or subdue their emotion, they may de-intensify
their facial expressions. An example is as follows:
A hotel employee who just found out that he got a raise might smile less or look
less happy after finding out that his co-worker did not get the same.

• Third, when people want to avoid showing any facial expression, they will neutralize
their expressions. An example of this is as follows:
Restaurant personnel might not show any emotion when being reprimanded in
the workplace or when attempting to negotiate with another business person.

• Finally, people’s facial expression is being masked. This happens when a person
hides his or her true emotions and conveys different emotions instead. The best
example for this is below:
A resort employee might express enthusiasm to a manager who gives him an
undesirable task in order to curry favor with the manager. Or, an airline flight
attendant might express concern and caring in her facial expression, when in
actuality she is annoyed by the passenger.

Each of these facial management techniques mentioned above makes it possible for people
to interact with one another in socially acceptable ways. An important way of dealing socially
with other people is making and maintaining eye contact because this can have positive
outcome especially in the workplace. To indicate to a person that you are receptive to what
they have to say, eye contact can be used. It may also indicate that you want to communicate
with a person and this can be used to express respect for a person by maintaining longer eye
contact.

Something that we have to note also is refraining from making eye contact, in such a way as
looking down or away that may indicate a level of respect for someone of higher status. A lack
of eye contact, however, or an unwillingness to maintain eye contact may indicate discomfort
with a situation, a disinterest in the other person’s words, or a dislike of the person.

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The degree to which a person does or does not make eye contact may be dependent on their
level of shyness or extraversion and cannot always be interpreted as a reaction to a particular
person or situation. Just something to remember, looking at someone means showing interest
in that person, and showing interest is a giant step in making the right impression, which is a
very important thing that you must acquire in the corporate world.

What you need to do is to stay with a calm, steady, and non-threating gaze. Note that this is
not easy to manage so you have to practice a bit to overcome the common hurdles in this
area. Looking away from the person for long periods while he is talking, or closing your eyes
while being addressed, and also repeatedly shifting focus from the subject to some other point
will likely leave the wrong impression.

Be careful of breaking eye contact too abruptly, and shifting your focus in ways that will disrupt
the atmosphere of professionalism. Examining the person, you are talking with below the
shoulders is a sign of overfamiliarity.

On Personal Space
The term proxemics is used by the researchers to describe the way that a person uses space
in communication. It refers to the amount of space around or between you and others. With
regards to how closely people position themselves to a person during a discussion
communicates what type of relationship exists between the two people. Note that this space
and meaning differs from culture to culture.

Each of us has a personal space, which is like an invisible bubble surrounding us. Depending
on the person with whom we interact with, this bubble becomes larger or smaller. For instance,
we are comfortable standing or sitting closer to someone we like and we are uncomfortable
with someone we dislike or don’t know well. The amount of personal space that a pers on
desires, however, depends on many characteristics including gender and age of course.

As an individual, the personal space that a person prefers also depends on the situation. For
instance, in interacting with friends, relatives, or conducting casual business, most people
prefer a distance of one and a half to four feet. On formal or impersonal business, most
individuals prefer a personal space of four to eight feet or about an arm’s length away. Also, a
person is likely to be more comfortable standing closely to a trusted co-worker than to a new
employee.

It is not uncommon for a person to feel that their personal space has been violated when
another person sits or stands too closely although there are broad norms for a comfortable
personal space. However, when personal space is violated, there are several reactions that
people might have.
• They may withdraw by backing up or leaving the room.
• They may avoid having their space violated if anticipating the possibility of a personal
space violation. Like for instances, they may be staying away from meetings, crowds
and parties.
• They may also isolate themselves from intrusion of personal space. A manager for
instance who puts his or her desk in her office in such a way that no one can sit near
him or her is insulating. On the same manner, an employee who takes a seat at the
end of a table during a meeting might be doing so to prevent others from siting near
him.
• Another is by asking the other person to back off or move away. In a business setting,
it is important that future tourism and hospitality professionals are knowledge of
recognizing the behaviors that others engage in when their personal space is violated.
You have to respect if you notice that others step back from you when speaking, sit at

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more a distance, or if they seem physically uncomfortable, they may have a larger
personal space.

On Touch

People may use touch to communicate nonverbally. This functional-professional touch is

businesslike and impersonal. The touch that a physician uses for example when conducting a
physical examination is a functional-professional touch. Note however, that touch is not a part
of most professions, and thus, this type of touch is not used often in business settings. The
social-polite touch is much more common such as a handshake. This type of touch is used to
recognize other individuals and is an expected touch in many business settings.

The friendship-warmth touch on the other hand shows that you value another as a person. An
example of this is pat on the back or a hug. In most workplaces however, the social-polite
touch is the only necessary touch, and most managers and employees are encouraged to
avoid using touch, particularly the friendship-warmth touch in the workplace. Though many
people see a hand on a shoulder or a pat on the back as a useful touch to convey
encouragement or concern for another’s well-being, fear of sexual harassment has made
many to avoid all types of touch beyond handshakes.

Understanding Culture

We at the tourism and hospitality industry will be dealing with various guests in our day to day
job. The mere fact that our country is known for having hospitable people is already flattering.
However, there are instances that we need to go beyond this. As we will be communicating
with not only local but so many foreign guests, we have to be aware of what cultures they have
to avoid miscommunication.

A lot of definitions of culture are available and the most common elements in the definitions
are the shared and dynamic nature revolving around norms, values, and beliefs that are
expressed in different behaviors and interactions. For a specific definition, it can be defined as
the patterned mainly by symbols constituting the distinctive achievements of human groups,
including their embodiments in the essential core of culture which in some cases consists of
traditional. In the context of international business, it involves multiple levels that span from
broad to narrow and different dimensions. Supranational culture differences span multiple
countries and include regional, ethnic, religious, and linguistic dimensions on a broad level.
One the other hand, governments create sovereign boundaries to distinguish different nations
with political and legal regulatory systems on a national level.

The study of culture has something to do with what we have discussed about body language.
Most body language is consistently understood across the world. The only thing that the
tourism and hospitality professionals need to know is that in other nations and cultures, what
is considered to be appropriate body language in one place, may be seen as highly
inappropriate in others. As mentioned in the discussion about the body language, the
American sign for “ok” may be seen as vulgar in other nations. This is similar with other types
of gestures and body movements that may convey unwanted negative meanings. The
emphasis that we only wanted here is a care should be taken before using gestures in other
countries or with business partners from other countries. Body movements on the other hand
can also be misinterpreted based on culture. Most people in the world understand the
movement of the head up and down to mean “yes” or “I agree” but this is not the case in all
countries.

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Across cultures, norms, and expectations regarding facial expressions and eye contact also
differ. Eye contact that is seen as relationship-building and respectful in the U.S. may be seen
as challenging and disrespectful in other cultures because different cultures have different
norms for respect.

Personal space and touch on the other hand are used differently in different nations.
Americans for instance tend to prefer larger amounts of personal space than do some Latin
Americans, Italians, and Middle-Easterners. Germans, Chinese, and Japanese on the other
hand prefer large amounts of personal space, similar to what Americans prefer larger amounts
of personal space, similar to what Americans prefer. Because of this, when conducting
business with people from other cultures, it is important to understand and respect their
personal space needs. Note that Americans who do business with those who prefer less
personal space may have to fight the urge to step back and therefore avoid insulting a
business partner.

Below are some tips for you to remember to identify international differences in culture:
• First are the cultural differences along five different dimensions these are time, space,
things, friendships, and agreements.
• Second is the cultural orientations framework that identified six issues, with variations
in each one: these are the relation to nature, relationships among people, mode of
human activity, belief about basic human nature, orientation to time, and use of space.
• Third are the dimensions of cultural values – these are the individualism-collectivism,
power distance, uncertainty avoidance, and masculinity-femininity-along with a fifth
dimension subsequently identified as Confucian Dynamism or long-term orientation.
• To be included also are the dimensions that include universalism versus particularism,
collectivism versus individualism, affective versus neutral relationships, specificity
versus diffuseness, achievement versus ascription, orientation toward time, and
internal versus external control.
These four different classifications provide different and overlapping approaches to organize
the many complex dimensions that make up culture. These also provide a map to make sense
of the complex nature of culture. The important caveats to keep in mind are that each
classification is not exhaustive and each one originates from a particular cultural perspective.
As you are still student, these topics simply introduces you as to what the industry you will be
part of what the future looks like and that you will have to engage in learning processes with
cross-cultural training to develop both cultural intelligence and international cultural
competence. These trainings will be provided by the company especially when you will be
working outside the Philippines.

However, the best thing to do as a student is to prepare yourself in this aspect. Again,
regardless if you will be working here or abroad, the way you deal with guests will play an
important role to a repeat guest which is one of the goals of the tourism and hospitality industry.
You are assured that you will not only be dealing with local guests, you will also be
communicating with international visitors. And thus, despite of the training that a company will
provide regarding culture, here are some ways that will help you be aware of it and avoid
culture shock:

• Researching/reading articles about cultural differences

• Familiarizing one’s self about international cultural differences
• Watching films that has emphasis on cultural diversity.
• Self-assessment exercises that will test one’s knowledge on culture

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As a start, try familiarizing yourself with the various cultures we have in the country. There are
ways to do that, the internet is just one click away to be able to research on things like this.

Communication in the Workplace

Wherever we are, communication always exists. In the tourism and hospitality industry,
communication is a very vital part towards the attainment of guest service satisfaction. Without
proper communication, the smooth flow of the operation in a hotel, restaurant, resort, parks,
or any other related businesses that deals with various guests will be impossible. As previously
discussed, we can communicate always exist. In the tourism and hospitality industry,
communication includes body language, facial expressions, gestures, and other ways through
personal interactions.

In this topic, we will be discussing what communication is all about in the tourism and
hospitality industry.

The Need for Communication in the Workplace

In any organization, communication is its lifeblood. Through communication, the management

can send message to employees as to what the company wants, what it expects from them,
and what are their plans in the future. The decision making and control are also being
implemented through effective means of communication. Managers of any company spend as
much as 95% of their time in interpersonal communication in which if effectively communicated
helps satisfy the motives, feelings, and psychological needs of every individual in an
organization.

An effective communication in the tourism and hospitality industry requires not only writing and
speaking well, but it rather needs to choose words carefully and knowing the right time to talk
and the right time to keep silent. Since the industry will deal with guests in various scenarios,
patience is needed. The employee should be knowledgeable in showing empathy which is
required in a good interpersonal communication.

The Communication Process

The exchange of messages by human beings is simply the communication process. The ideas
are of course being transmitted from the sender or the source to the receiver through channels.
The following figure shows how a message is transmitted from one person to another:

The Sender

The sender is the first one who sends a message for the receiver with an idea of the response
he or she hopes to evoke. Like for instance, the hotel manager who sends a message to the
hotel staff is the sender of the information (and the hotel staffs are the receiver). The quality
of the message being sent by that manager will be influenced by his personal characteristics,
which of course applies to all senders. These are the following:
• Education level
• Intelligence level
• Writing skills
• Speaking skills
• Feelings
• Cultural background
• Attitude
• Disposition

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• Values
• Beliefs

The Message
This refers to the communication either in writing, in speaking, or through signals as being
transmitted by the sender. This is where the receivers interpret it and responds accordingly
and then he creates a feedback to the sender.

The Receiver
The person who interprets the message is the receiver. When he responds, he also becomes
a communicator. As in the example, a hotel manager speaks to his subordinates, the
subordinates are the receiver.

The Response or Reaction

This occurs whenever a message is received and interpreted by the receiver. The receiver’s
reaction may be positive or negative depending on how he understood and interpreted the
message.

The Feedback
When the receiver reacts or responds either positively or negatively that is called feedback.
The sender will not be able to know that the message has been received by the intended
receiver without the feedback.

The use of the channel or senses in communication is also important to make the message
clearer to the receiver. Like for instance, a message may be sent by an illustration or the use
the eyes, by feeling or by means of the sense of touch or use of the hands, by means of talking
or use of the ears, and by the use of smelling or the nose.
Once the communication process continues, where the sender send a message to the
receiver via a channel, and the receiver interprets the message and responds accordingly,
and sends the feedback to the sender who now becomes the receiver, and the original sender
sends a message again concerning it until the message reaches both parties involved, it
becomes a communication cycle. It can be shown in the following figure:

The Communication Barriers

Have you ever experienced talking to someone and he misunderstood what you were saying?

At any point in the communication process, communication breakdown may occur that may
be caused by different factors:

• Physical Barrier – This is one of the major barriers of communication in a workplace

which includes large working areas that are physically separated from others. It can
also be caused by a background noise or uncomfortable chairs.

• Language Barrier – This is the greatest barrier to effective communication. This

happens when a person uses different language while he is speaking or writing.

• Emotion Barrier – Emotions could be a barrier to communication if you are engrossed

into it for some reason. In a case like this, you may tend to have trouble listening to
others or understanding the message conveyed to you. Examples of these emotional
interferences include hostility, anger, resentfulness and fear.

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• Lack of Subject Knowledge – This becomes a barrier when a person who sends a
message lacks subject knowledge because he may not be able to convey his message
clearly.

• Stress – This is one of the major communication barriers faced by employees in most
of the organization. This is especially when a person is under immense stress, wherein
he may find it difficult to understand the message, lending to communication distortion.
During stressful situations, our psychological frame of mind depends on our beliefs,
experiences, goals and values which fail us to realize the essence of communication.
Overcoming Communication Barriers

The best way to overcome barriers as mentioned above depends upon the person. It should
be taken seriously to avoid miscommunication. When you communicate, it would be better to
use simple and clear words. Using ambiguous words and jargons should be avoided. Noise is
the main communication barrier which must be overcome and it is essential to identify the
source of it and then eliminate that source. On the part of the receiver, he should listen
attentively and carefully. Note that there is a difference between listening and hearing. Active
listening means hearing with proper intellectual and emotional process in which one integrates
emotional, physical, and intellectual inputs in search of meaning. It requires a conscious
attempt to understand the speaker without letting any personal opinion influence the content
of the speaker’s message. So, you should ask questions so that the speaker is ensured
whether his/her message is understood or not by the receiver in the same terms as intended
by the speaker. Be objective for you to become a good listener.

During communication, you should also make effective use of body language. Do not show
your emotions while communicating as the receiver might misinterpret the message being
delivered. For instance, if the conveyer of the message is in a bad mood then the receiver
might think that the information being delivered is not good. Avoid also giving negative
feedback to the speaker or the sender of the message. A negative feedback should be
delivered constructively as it will lead to effective communication between the persons who
are conversing.

Do not allow stress to manage your communication with other people. Know how to deal with
it, and think of it in a positive way. When that happens, the flow of communication will run
smoothly which will eventually lead to an effective one.

The Good Communication Skills

As we have mentioned, communication is the exchange of thoughts, ideas, and beliefs

between two or more persons. Communication in the workplace, in social occasions, in formal
meetings, or even in just simple gatherings helps in solving problems when disagreements
occur. This is even important when dealing with various disagreements occur. This is even
important when dealing with various types of guests in the tourism and hospitality industry. For
instance, good communication skills will be required for someone who wishes to become a
tour guide as he or she will be selling the best tourist spots in the country. If you are a good
communicator, then you know how to put your thoughts into appropriate words. This is the
same with being a good listener to others’ thoughts.

For tourism and hospitality industry professionals, mastering the art of communication is a
very important skill required in the provision of excellent guest service. It is also a social skill
that each individual needs to develop to improve their relationships.

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Ways to Improve Communication Skills

Do you have a problem communicating with other people? Well, the following are guidelines
that will surely help you improve your communication skills:

• When communicating with another person, listen very well.

• Never try getting your ideas across in a hurry. Talking too fast will create a
communication barrier and will result in an effective communication.
• In a conversation, it is important that you recognize different points of view. Not at all
people are the same; we have different opinions that could make the conversation
interesting. The more different opinions we have, the more we get to learn from each
other.
• Important thing to consider is avoiding a hurting criticism and arguments in a
conversation. Be considerate with whom you are talking to.
• Be wary of giving out ideas or expressing a feeling. Try to look for appropriate words
for speaking. The better words you utter, the more your become a good communicator.
Don’t use words that are confusing.
• There’s nothing wrong in trying out new words in conversation with friends. It can help
to add to your vocabulary. Just make sure that these new words can be used in a
professional manner as good communicators must show professionalism.
• Try to elicit ideas from you are talking with to ensure that you understand each other.
Repeat what was said when necessary to check understanding between two parties
or more.

If these guidelines will be taken seriously, you will be able to acquire the skill that you want.
Good communication skills also include the following:
• Correct pronunciation of words
• Correct use of the language/sentence construction
• Good diction
• Proper stress on words

Considering Your Speech

Since in the hospitality industry you will be dealing with various guests, it is also important that
you take extra effort to learn the proper way of speaking to avoid communication barriers
between the hotel employee and the foreign guest, or the foreign tourist and the tour escort or
even with the local guests. Consider your speech, the way you talk, the way you react to
situations, or the way you represent your company.’

The subtle difference in speaking a particular language which may arise due to sociological,
cultural and political influence might be called an accent.

The following are the types of accents:

• The Natural Accent – this accent is demonstrated by a person speaking a language

as mother tongue or first language. For example, a hotel employee in Cebu will be
expected to speak in Cebuano as this is his language. However, this will become
different if he will be dealing with non-Cebuano guest, like for instance a foreigner or
from Manila.

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• The Neutral Accent – when a Cebuano speaks in another language in order to

communicate with someone better, which is devoid of any influence of mother tongue,
this is now called the neutral accent.

• The Artificial Accent – This is developed and demonstrated by people who speak
multiple languages professionally like the artists, interpreters, tourist guides, and
others.
The purpose of communication is to convey information or intended meaning in which it
requires the language to be better understood. In the way you speak, to be able to interact
with a person belonging to a different culture will require you to talk either in a neutral or
artificial accent. However, artificial accent will require an in-depth and professional study. Note
that you will sound awkward when you speak this accent deliberately without preparation so
better use the neutral accent which remains the key effective communication while interacting
with people having different backgrounds.

Things to remember when using the neutral accent are the following:
• While speaking a second language or third language, make sure it does not have any
influence of the mother tongue.

• Never try imitating a person’s specific style of speaking a particular language; it will
just create a barrier in the communication process.

Etiquette

This refers to a pattern of behavior that one should have in order to have consideration for
others, good taste, appropriateness, and good conduct. The following are some practices that
one has to develop and master in order to act appropriately and be socially acceptable
especially for future tourism and hospitality professionals:

During Conversations

1. When attending a party, 5 or 10 minutes is enough time to talk with strangers for you
to be able to mingle with other guests.
2. If you approach a stranger, politely introduce yourself by saying “Hello, I am Johndell
from BAC Corporation”. Be sure to say “I am pleased to meet you” if the other party
introduced himself/herself.
3. Do not be too close with another person. Three feet will be all right. Do show respect
for their personal space.
4. Be sure not to talk to just one person during the party. Interact with other people. The
more people you get to know and interact with the better.
5. Body language is important. As discussed in the previous lesson, it sends messages
to the other party. Just make sure that the body language used is professional in
nature.
6. When conversing with other people, make sure to listen. Focus on them and maintain
eye to eye contact. Nodding to acknowledge something is also advisable or you may
say “I see” or “I got your point”.
7. Make sure to smile to show your interest. One thing to consider when talking with other
party is not to interrupt while he or she is talking. Let him/her finish what he or she is
trying to say.
8. When a message seems unclear, validate it to the speaker but make sure not to sound
that you are not attentive. You may say “So tell me more about it, I find it interesting”
or “it appears to me that…”
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 9. Unless asked to do so, do not be a storyteller of the event. Make sure that you are
there to listen more than to talk. Show interests in what other s have to say.
10. Questions that are too sensitive must be avoided.
11. Talk about issues and events that are of common interest, not your job, not your life,
not your pet, unless, of course, if the conversation leads to it.
12. Never ever utter green jokes. For tourism and hospitality professionals, make sure that
these jokes are not in your vocabulary as this is a sign of poor breeding.
13. You may greet and introduce yourself to highly placed officials but make sure not to
take too much of their time.
During Introduction of People

1. When introducing to the same sex, make sure to introduce the younger to the older
person.
2. It is important to introduce a woman to a man. A man will be expected to rise at all
times when introduced. A woman on the other hand does so only during introduction
to an older woman or to a distinguished personality.

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3. Introduce friends from your school to another school like “Charlie, I’d like you to meet
Justine, our Student Body Organization President”.
4. A non-officer is introduced to an officer like “Sgt. Santos, this is Philip, my friend.”
5. When introducing a co-worker to a customer, introduce first the co-worker to the
customer like “Mr. Smith, this is John, one of our front desk staffs who will be assisting
you in all your concerns.”
6. When introducing two persons of different ranks, make sure to introduce the person of
lower rank to the person of higher rank like “Ma’am Trisha, this is Ms. Landicho, our
new Front Desk Manager.”

During Invitation to a Cocktail/Party/Social Event

1. Unless otherwise stated, never bring someone with you if the invitation is addressed
to you alone.
2. For an invitation with RSVP, you have to confirm your attendance for you to be
reserved a seat at the party. Otherwise, you will not be counted as part of the event.
3. Never be late, make sure to arrive on time.
4. Wear the dress code required by the party.
5. Do not sit in any of the seats available at the party upon arrival unless you were able
to meet the host and greeted him/her ahead of time.

On Dining
1. Hold the knife and fork correctly. For American style, eat with the fork in the right hand.
For Continental style, the fork will be at the left hand.
2. To cut meat, you have to hold the fork with the left hand, with tines down, the handle
touching the palm of your hand. With the handle lying under the palm of the right hand,
the same grip is to be used on the knife.
3. Slip the fork under the food and lift the morsel up to convey it to the mouth.
4. When conveying the food to the mouth, do not stop halfway to talk.
5. Never get too big sizes. Conservatively bite size will be acceptable.
6. Chew the food thoroughly with your mouth closed and avoid mumbling.
7. Never talk when your mouth is full.
8. Never learn your elbows on the table. Make sure to sit erect with your head down
slightly and one hand on the lap except when cutting food.
9. Food to be eaten with the use of the fork should be eaten with the fork, not with knife
or your hand. These foods are fish, meat, poultry, salad, sticky cake, vegetables, pie,
brick ice cream, juicy and uncooked fruits.
10. Never use fork to spear the food.
11. As with the fork, foods to be eaten with the fingers should be eaten with the fingers like
sandwich, bread, roll, “rabbit foods”, candy, nuts, canapes and hors d’oeuvers
(pronounced as ‘ordervs’).
12. Bread should not be used to clear or mop your plate.
13. In any hot drinks like coffee, milk and cocoa, do not “dunk” your bread in it.
14. Soup should be taken with soup spoon away from you. Remember not to blow on it to
make it cool.
15. Apologize when silverware is dropped. Do not pick it up, just leave it there.

On the Use of Table Wares and Equipment

1. Follow the sequence of using table wares as follows:

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1.1 Appetizer knife/appetizer fork (if served)

1.2 Soup spoon for the soup
1.3 Salad knife and fork for the salad
1.4 Dinner knife and fork for the main course
1.5 Dessert spoon/fork for the dessert
2. Tumblers should be held with its base while stemmed glass should be held with its
stem.
3. Cups should be held with its handle and drink on its side nearest you.
4. Napkin, table cloth and even a handkerchief MUST not be used to clean a plate. Ask
a waitstaff should you think that your plate is dirty and needs to be changed.
5. Prior to eating, use a napkin to be placed at your lap after everyone has been seated.
Never open it in mid-air. Begin to open it below the table level and then place it in your
lap. Place the napkin in your chair or at the left side of your plate when you have to
leave a meal, of course between courses. When done with the meal, place it at the
right side of the plate, never on the plate.
6. Use serving spoon and fork when getting food from platters.

Business Etiquette

Business etiquette is another important thing to consider. Future tourism and hospitality
professionals should start learning the etiquette required in a business and practice them in a
situation that is applicable to them. These are the following:

• Be on Time – in any case, punctuality is always important. This shows professionalism

of the person who is keen to the importance of time. Especially when meeting with
clients, being on time will be needed to avoid negative impression from them. For
unavoidable circumstances where you can’t help being delayed, make sure to contact
the person you are supposed to meet. Remember that nobody wants to be kept waiting,
neither do you. Imagine the irritation it will cause when it happens to you be conscious
about time.

• Greet the People Around You – Greet the people around you upon entering the
office. Greetings always bring good vibes as it colors the business environment. In the
occasion that you are to meet someone, rise if you are seated and offer a warm smile
and then extend your hand as you repeat the other person’s name. The hand shake
should be firm and should last at least three to four seconds.

• Have that Telephone Manners – In a business environment, time is very precious. If

you will be calling, make sure that you have a definite purpose to avoid wasting their
time. Greet the receiver of your call and be polite as you identify yourself. Things to
consider when using a telephone is to avoid smoking, drinking, eating, or even chewing
a gum.

• Be Conscious of Behavior During Office Occasions – Be a little conscious of your

behavior during office parties. Drinking too much that may cause you to act
inappropriately will create a negative impression to the people whom you work with
every day. Discussing your job or any business is to be avoided as this is not the proper
venue for that, this is a party and your chance to improve morale, build goodwill, and
learn more about your co-workers.

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• Respect and Appreciate Other People – In a business setting, you will encounter
dealing with foreign clients just like in the tourism and hospitality industry. Respect their
cultures and learn to appreciate them. Never think that because they are here in the
country, they have to adjust to our culture. Again, you are in the hospitality industry,
thus, you need to be hospitable and learn how to appreciate other people. Business
never discriminates people and you too, do not want to be discriminated.

• Be Conscious with Company Policies – The company’s mission and vision are their
policies. As an employee or part of that company, policies should be strictly adhered
to as it shows professionalism. For instance, if the area is not intended for smoking,
never smoke there. Look for the designated area for this. If the company requires
wearing company uniform, do not wear a coat and tie or even your most expensive
suit.

• Respect and Appreciate each Employee – Respect should always be part of a

business setting. Never neglect saying “thank you” when necessary. “Please” is also
important when asking for a favor. When a work is done, make sure to appreciate it by
saying “well done” or “good job”. These key words will motivate people to work hard
and be productive. In the same manner that you also want to be appreciated, we have
to appreciate each and everyone in the company. Never be self-centered. You’ll never
succeed without help of the other people.

Etiquettes in Public Places

As future tourism and hospitality professionals, practicing the social graces in public areas is
very important. This will train you towards achieving those acceptable manners in the
corporate world as you get used to it.

• In the Street – do not act like you own the whole street. EDSA was not built for you
alone. Sidewalks are not built just for your convenience; it’s for the sake of all people
who will use it. Therefore, if you are in a street, be considerate of other people who will
be walking there. Do not be too slow as if you are memorizing the whole street, or do
not be too fast as if you are running to a meeting. If in groups, never walk more than
two abreast. Others are also using it, so let them pass. For men, be considerate with
the women. Always stay at the curb side, be a gentleman, unless of course, if there
are no women passerby.

• At the Bus – An obvious thing, women are already up for standing in a crowded bus
especially when rushing to their works, their school or to their appointments. Men
should give way to women. They still reserve the right to be treated as women. This is
most especially when a woman is pregnant, elderly or disabled. Are you not ashamed
to be in a hurry to get seated in a vacant row in a busy while knowing that there are
women who need it? Be a gentleman. It shows that you have a good breeding. Be
extra conscious as to who needs to be seated.

• In a Train – The train is the most convenient way to avoid being stuck in heavy traffic.
However, this offers inconvenience when the passengers are pushing each other just
to get inside causing someone to get hurt. This should not be the case. Everyone
should know how to give way. If you are not the first to get into the area where the door
is supposed to open, don’t push your way. This will also avoid exchanging of bad words

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as experienced especially during peak hours. Be considerate of the elderly, the

women, the person with disability, those with child, and the people who deserve to be
respected and treated the way they are to be treated. Be ashamed when you are
seated and you see those friendly reminders in most areas of the train to give way to
the elderly.
When in a group, be considerate with other passengers. Avoid talking too loudly.

• At the Restaurant – Future tourism and hospitality industry professionals must be able
to practice good conduct in a restaurant. Whoever we are with, a man should always
be a gentleman or considerate with others. The man should precede the woman wen
entering the restaurant and leads her to her preferred place. He should pull the chair
for the woman unless there is a waiter to do it. When there is something to be seen at
the area like a seaside view, parade, or anything special, the woman should be by the
window or at the convenient place to see these scenes. When ordering, a woman
should give her order directly to the waiter, it is now acceptable at this point. It is always
advisable for a man to suggest what he thinks is special in that restaurant if he knows
it well, if not, he should initiate to ask the waiter what their specialties are unless the
woman knows the restaurant as well. For the ladies, unless you know that your escort
is well off, make sure not to order anything expensive.

When calling for the waiter, never clap your hands, shout, whistle or even say “psst”.
These are considered rude. Better to raise your hand to catch the waiter’s attention.

• At the Cinema – Watching a movie is a form of relaxation for others. The cinema is
not made for people who wish to talk out loud. Be considerate with others, who are
watching. They did not pay for the movie to hear your loud voice or to know the issues
you are discussing with your friends.
• At the Church – Same with the cinema, the church is not a place for chatting, for
meeting friends, or any other unethical behaviors. Respect the people who are there
to attend the mass. Make sure to wear appropriate attire. Sleeveless shirts or dresses
are not acceptable. Conservative attire must be worn.

Self-Help: You can also refer to the sources below to help you
further understand the lesson:
1. Magalona. E. & Salting-Sadsad, E. (2016). Personality Development: Theory and Practice.
Manila: Mindshapers Co, Inc.

2. Ilag-Ramos, M. (2016). Moving up: A Guide to Personal and Career Development. Quezon
City: Phoenix Publishing House Inc.

3. Carpo, C. & Labatorio, L. (2017). Personality Development.

4. 3G E-Learning LLC (2018). Tourism Promotion Services: Intermediate. USA: 3G E-

Learning LLC, 43-63, 3-19

5. 3G E-Learning LLC (2018). Travel Services: Intermediate. USA: 3G E-Learning LLC, 65-
90

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Tele Fax: (082) 297 – 7024

6. Greenwood, Jennifer. Becoming Human : The Ontogenesis, Metaphysics, and Expression

of Human Emotionality, MIT Press, 2015. ProQuest Ebook
Central,
https://search.proquest.com/legacydocview/EBC/4397936?accountid=31259.

7. Behrendt, Ralf-Peter. Self-Preservation at the Center of Personality : Superego and

Ego Ideal in the Regulation of Safety, Vernon Press, 2016. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4787947?accountid=31259.

8. Stein, Steven J.. The EQ Leader : Instilling Passion, Creating Shared Goals, and
Building Meaningful Organizations Through Emotional Intelligence, John Wiley &
Sons, Incorporated, 2017. ProQuest Ebook
Central,
https://search.proquest.com/legacydocview/EBC/4838297?accountid=31259

KEYWORDS INDEX. It is important that you remember the following terms

and concepts discussed in this unit of lesson. Please search the words
below for help with your study.

Physiological and social aspect of personality

.
 UNIVERSITY OF MINDANAO
College of Hospitality Education
Bachelor of Science in Hospitality Management

Physically Distanced but Academically Engaged

Self-Instructional Manual (SIM) for Self-Directed Learning (SDL)

Course/Subject: THC7 – Professional Development & Applied Ethics

Author: KIVEN G. OLIVAR

Course Facilitator: JEFF E. ESCAMIS

THIS SIM/SDL MANUAL IS A DRAFT VERSION ONLY; NOT FOR

REPRODUCTION AND DISTRIBUTION OUTSIDE OF ITS INTENDED
USE. THIS IS INTENDED ONLY FOR THE USE OF THE STUDENTS
WHO ARE OFFICIALLY ENROLLED IN THE COURSE/SUBJECT.
EXPECT REVISIONS OF THE MANUAL
 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

Course Outline: THC 7 – Professional Development

Course Coordinator: Jeff E. Escamis

Email: [email protected]
Student Consultation: Blackboard LMS
Mobile: 0905-246-4682
Phone: (082) 297-7024
Effectivity Date: August 17, 2020
Mode of Delivery: Blended Learning
(Online with face to face or virtual sessions)
Time Frame: 54 Hours
Student Workload: Expected Self-Directed Learning
Requisites: THC 1
Credit: 3
Attendance Requirements: For all scheduled Virtual or face-to - face sessions
a minimum of 95% attendance is expected.

Course Outline Policy

Areas of Concern Details

Contact and Non-Contact Hours This self-instructional 3-unit course manual is
designed for hybrid instructional delivery style
learning with face to face scheduled or virtual
sessions. The expected number of hours is 54
with face-to - face or virtual sessions included.
The face-to - face sessions shall include the
summative assessment tasks (examinations).
Assessment Task Submission The evaluation tasks are to be submitted on the
3rd, 5th , 7th, and 9th week of the term. The
assessment paper shall be attached with a
cover page stating the title of the assessment
assignment (if the assignment is performance),
the name of the course instructor, the date of
submission and the student's name. The
reports are sent out via email to the course
coordinator.

If the evaluation function is conducted in real

time through the apps in the Blackboard
Learning Management System, the course
planner shall prepare the schedule in advance.
Turnitin Submission (if necessary) To guarantee honesty and authenticity, student
outputs are required to be submitted through
Turnitin with a maximum 30 percent similarity

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

index permitted for specific types of evaluation

tasks such as essays, writing-ups or literature
review.

Please note that academic dishonesty such as

stealing and commissioning other students or
individuals to complete the tasks has severe
penalties for you (reprimand, warn, expel).
Penalties for Late Assignments/ The score for an assessment item submitted
Assessments after the agreed period on the due date, without
an accepted time extension, will be decreased
by 5 % of the assessment item 's total maximum
score for each day or part day that the
assessment item is late.

However, if there is a legitimate reason for the

late submission of the evaluation report, the
course coordinator will submit and accept a
letter of explanation. The student will also be
expected to present / add proof where
appropriate.
Return of Assignments/ Two (2) weeks after the submission, the
Assessments assessment tasks are returned to you. This will
be returned by email, or through the portal of
Blackboard.

With online or interactive sessions, the course

instructor may allow some or more of the
students to ask clarifying questions with group
evaluation tasks in order to verify the originality
of the assessment assignment submitted and
to ensure that all group members are involved.
Assignment Resubmission You can request his / her intention to resubmit
an evaluation assignment addressed to the
course coordinator in writing. The resubmission
is based on the applicant's failure to satisfy the
similarity index and other equal standards, such
as requirements for academic literacy or other
applicable circumstances, e.g. disease,
financial event constraints.
Re-marking of Assessment You may request in writing that the program
Papers and Appeal coordinator be approached with your plan to
appeal or challenge the score given to an
evaluation task. The letter clarifies the reasons
/ points for directly contesting the grade. The
Program Coordinator shall communicate with
the students about acceptance and rejection of
the submission.

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If the course coordinator disapproves, the

original letter of request used to refer the case
to the head or dean of the program. The final
decision comes from the Dean of the class.
Grading System All culled from Black Board sessions and
traditional contact

Course discussions/exercises –30%

1st exam – 10%

2nd exam – 10%
3rd exam – 10% All culled from on-
campus/onsite sessions (TBA):

Final exam – 40%

Final grade submission shall follow the

University's usual system and procedures.
Preferred Referencing Style Depends on the discipline; using the general
procedure of the 6th Edition of the APA if
unclear or insufficient.
Student Communication You are required to create an email account
from umindanao which is a requirement to
access the portal from BlackBoard. The course
coordinator will then inscribe the students to
have access to the course materials and
resources. All contact formats: chat,
presentation of evaluation assignments,
requests etc. shall be recognized channels via
the portal and other university.

You may also contact the course instructor in

person through the face-to - face sessions
arranged to discuss your concerns and
questions.

For students who did not establish their student

email , please contact the coordinator of the
course or the head of the program.
Contact Details of the Dean FLORENCE KRISTINA M. JIMENEZ, PHD.
0922-432-5186
[email protected]
Contact Details of the Program JACQUELINE M. CENIZAL
Head 0917-770-5532
[email protected]
Students with Special Needs Students with special needs shall clarify the
essence of their individual needs with the
course instructor. Depending on the complexity
of the need, the course coordinator can provide

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alternative assessment tasks with the program

coordinator 's approval or extend the deadline
for the submission of evaluation tasks.
Instructional Help Desk Contact [email protected]
Details
Help Desk Contact Ms. Brigida E. Bacani
0991022141
[email protected]
Library Contact Ms. Danica Baja
0975 560 4961

Course Information – see/download course syllabus in the Black

Board LMS

CC’s Voice: Hello hoteliers of the future! Welcome to this course THC 7:
Professional Development & Applied Ethics. I presume that at
the press time you might have contemplated that you would really
want to be part of the hotel industry.

CO Before boarding into the real world of the hospitality industry as

hotelier, you are to establish appropriate professional business
ethics & image expected in the tourism/hospitality industry and
know how to apply those attributes of a tourism and hospitality
professional in the hospitality field.

Let's Start

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Big Picture

Week 8-9: Unit Learning Outcomes (ULO): At the end of the unit, the students are expected
to:

a. Explain guest relations in the tourism and hospitality industry; and

b. Discuss the leadership in the tourism and hospitality industry.

Big Picture in Focus:

ULO a. Explain guest relations in the tourism and hospitality industry.

Metalanguage

In this section, the most essential terms relevant to explain ULOa which is to identify the needs
of the industry will assist your learning process as you go deeper in the lesson. These terms
will help you determine what does it take to be one of the employees in a luxury hotel,
restaurants, cruise ship, and other establishments catering to the needs of the visitors.
1. Guest relations in the perspective of the hospitality industry, can be defined as a
series of adjectives designed to enhance the level of customer or guest satisfaction.

2. Mechanical - Complaints that fall under this category relate to hardware equipment
that either breaks down or malfunctions translating to complaints.

3. Service is a product but unlike for example a beverage which does not agree with a
guests’ taste, it cannot be returned.

Essential Knowledge

In order to achieve the above-mentioned learning outcomes of the course, you need to better
recognize the needs of the industry as part of the learning process. Please note that you are
not limited to referring to these resources exclusively. Therefore, you are expected to use
other books , research articles and other resources available in the online resources of the
university library e.g. ebrary, search.proquest.com etc.

GUEST RELATIONS IN THE TOURISM AND HOSPITALITY INDUSTRY

The epitome of a good personality is attested in good guest relations in the hospitality industry.
Our personality is mirrored on how treat our guests (internal and external). Many people go
on about how important it is, but only a few may be convinced that they have a pristine
personality and are really good at delivering it.

This chapter’s objective is not to convince the reader which is the best idea in the performance
of guest relations but to give the sender, a choice, to find expression for the positive attributes
of their personality, through guest relations best suited for their respective lodging properties.
This article hopes to empower, lead and allow the readers to formulate their own unique brand
of guest relations, through the positive aspect of their own polished personality; in effect they
solicit positive responses through positive interaction. Personality development after all is a
constant work in progress.

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Definition of Guest Relations

Guest relations in the perspective of the hospitality industry, can be defined as a series of
adjectives designed to enhance the level of customer or guest satisfaction – an act that results
in the realization or solicitation of a positive experience derived from the acquisition of a
product or service, the ultimate goal is to meet if not to exceed guests’ expectations.

Customer Relations is a field of specialization. Many may claim that they are experts in this
field but then again, no one may claim that one knows everything about customer relations. In
an ever changing of customer, based on taste, wants and needs, one can only be assured of
the fact there is always something new around the corner. The trick is to know how to keep
up.

The Nature of Guest Relations

The predisposition of hospitality professionals and guests are shown in this simple diagram.
The guest simply has needs; the hospitality professional is simply trying to run a business.
The trick is, for the hospitality professional not to over-do, or over-step boundaries that place
a limitation in doing guest services, each side has a somewhat solid perspective on the subject
matter. From the guest’s point of view, this is what is owed to them, degrees and variations
may exist specially in each individual’s guest’s perspective on what is of value to them.

From the hospitality professionals’ point of view, we simply want to turn a profit without losing
an arm or leg. Their movements are limited by the size of what they value most. In layman’s
terms, the grid below simplifies what each side wants and the solution each may or may not
be willing to take.

In a YOU WIN and GUEST LOSE situation, should you end up winning an argument with a
guest, you may have triumphantly shown your point to the guest, who scurries back to a corner
defeated. Oh, sure the guest deserves it, after all, the guest lied and wasn’t truthful to you, so
you should really stick it to them, where it hurts.

The mindset of winning and not compromising, can be good and yet at the same time could
be a pitfall that makes you actually lose more value than what you gained. You might have
gained financially in this little skirmish but you may have really lost. This cannot be counted
by a financial medium but can be quantifiable in terms of media mileage.

Let’s make it simple, guests lose, guests get bad experience from their stay (bad being relative
only to the guests’ point of view) which in turn the guests tell other people what you made
them experience. These other people tell other people and before you know it, it becomes a
full-blown pandemic, with your property on the receiving bad end, of course this may not
always be the outcome but it could be.

There are guests and there are GUESTS, most are fair but some may be quite unfair, literally.
A guest for instance gets a check for items missing from the minibar and the guest disputes
and refuses to pay for its entirety. This is a dilemma. How can you collect from a person who
does not want to pay? Some options come to mind such as, let’s insist that the items were
there in the mini-bar when the guest checked in and now, they are not there anymore when
the guest checked out. This is rather very naïve but in case you might have forgotten the guest
just disputed the amount stating, in fact that “NO, I DID NOT TAKE ANYTHING FROM THE
MINI-BAR!”

What do you do? Blacklist the guy or better yet, call the police to deal with him. Questions
come to mind such as, is the lodging property willing to write off the charge? If the amount is

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negligible, then perhaps it is possible, but what if you are dealing with a very large sum? If
you, the hospitality professional should lose, the question is how much value did you lose and
if you win, the question is how much value did you win?

If you appear to have lost, how much value did you really part with in favor of the guest?
Despite the benefits, many companies are still not fully exercising the use of these tools and
services to align marketing, sales, and service to best serve the BIGGER PICTURE. If YOU
like to win, you may get the upper hand on the situation by convincing the guest, on the
perception of having a deal, but in most realities, this may not be the case.

Reality check on this example.

Ever notice why minibar items are so darn right expensive, some properties have what they
call a 300% policy, the goal of which is to overcharge a can of soft drink which costs around
PHP 25.00 to PHP 100.00 each. Why?

Let’s do the mat, guest check’s out, minibar charge is PHP 400.00 for FOUR (4) cans of soft
drink, guest disputes the charge stating that they only took TWO (2) cans and not FOUR (4).
Receptionist agrees immediately without batting an eyelash to write off PHP 200.00 or TWO
(2) cans of soft drink from the guest’s bill.

Now how did that work for the property?

Well, basically a can of your favorite soft drink here only costs PHP 25.00, with the PHP 200.00
payment received from the guest basically covered the overall cost of FOUR (4) cans of soft
drink. In effect still you make a profit of PHP 100.00. The company did not lose anything and
as a plus gained the undying gratitude of a guest getting what they perceived to be a FIFTY
(50%) PERCENT discount, at the very least everyone walks away happy, even if its only skin
deep.

Guest Relation Skills

In the lodging industry, it is safe to say that our guests pay for our salary; therefore, we must
also anticipate their needs and provide for them. Guests expect one or either of the following:

Teamwork
The problem with teamwork is that people are the hardest to get along with. Each tends to be
competitive with one another, and personal interests are often in the way.
Now, the problem here is getting everyone to work together, any successful organization must
learn to seamlessly interact with each and every component of his organization, from the
lowest to the highest, horizontal or lateral interactive communication, all with one singular
unidirectional goal, which they must not lose sight of, as every individual may have his or her
own idea of doing things, which may spawn disagreements in a multitude of levels.
TEAMWORK is the strength and backbone of any organization, the seamless interaction, and
singular focus of its team member will be the pathway to success, believe in your people and
make your people believe in themselves.

Job Knowledge and Consistency

This runs on the assumption that more often than people care to admit, some areas or
departments in lodging properties often on more than one occasion does not know what the
other is doing. Simply placed in a perspective, the right hand does not know what the left hand
is doing. Although a simple “assembly line procedure can readily rectify this problem” by
improving methods in communication and policies which govern process and movements of
service.
A person cannot claim to know everything! When posed with a situation that solicits a response
which you have no knowledge of, the answer is just secondary, but the more important
question factor is how does one answer.

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Did you give your guest a brick wall or a choice?

Simply saying, “I don’t know” or giving a blank stare will not do immaculate things for your
property’s image. This might come as a surprise for you but guests will appreciate honest
straight to the point answers, more so, even if you didn’t know the answer to their query, simply
reply “I don’t have that information with me right now but I can get it for you.”
Guests do not like brick walls in front of them, DON’T PROVIDE THEM WITH ANOTHER.
These walls may come in the form of an employee who does not have full or complete
knowledge of what it is your organization is selling, thereby creating inconsistencies or
discrepancies in product or service turn out, the customer or guest ends up repeating
themselves in relating their concerns, like a squirrel running around the bush, and practically
going nowhere.

Remember, a positive aspect of your personality is that it is always interactive, proactive and
reciprocatively.

Customers look to Front Line Personnel for inquiries that require answers, only to get none.
The objective here is not to ensure that as Front-Line Personnel one must know everything,
well, if not everything at the very least one must know how to acquire information for its
implementation. When one says no, you just put up a brick wall in front of the customer or
guest, but if as hospitality professionals one finds out for the customer on how to make his
“request” a reality, then an alternative is presented, and not a brick wall. This way, it is more
focused on the fact that it shows you having the willingness to do something. The greatest sin
in customer service is not focused on the knowledge of your product only but also the short
sightedness in saying “no” or “I don’t know” to your customers. You create frustration in your
customers which in turn will make you lose them, for certain. One must be effective in this
field; a good foundation will complement on how and what kind of experience does one
effectively deal with customers or guests.

In the hospitality industry, a wide array of knowledge is needed to keep up with the needs of
your customers. This knowledge base will be a repository of information on everything that
may concern customer service and their needs, easily accessible to both. A singular mind-set
and knowledge base will empower staff members in doing their jobs without losing sight of an
organizations common goal. This may not only be limited to but may include the following.

1. Operational Policy and Product Knowledge, these are guidelines and mechanics on
how the company works, usually established through a comprehensive training
program. How can Front Line Personnel sell products and services when they do not
even now what is they are selling?

2. Market Segments, in as much operational policy and product knowledge go to the top
of the list, knowing which product to sell and who to sell to is equally important. One
cannot sell something to a person who does not need it or cannot afford it.
Did you ever had a time when you called up a customer service hotline that does not
know anything about what in the world it is that you are talking about? Well, welcome
to the club!
3. Guests expect to have their inquiries answered promptly and expeditiously. In fairness,
it does not mean that you have to be a know-it-all. Plainly speaking, you simply do not
know everything, however, your behavior between your interaction and your guest, can
be a factor when it comes to addressing your guests needs.

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4. Customers like to be in control of things or at least have the perception of control. A

company may establish empowerment to its customers by creating interactive
measures that allow the company to hear out or listen to what the customer needs
through feedback centers like an interactive web based customer feedback program,
wherein you can hear out positive or negative reviews about one’s product and/or
services.
Through this action you give the customer voice to be heard and understood. This
works also a forum for new ideas, elimination of redundant inquiries that would
otherwise create unwanted bottle necks that occur through manual inquiries. Usually
through mediums such as email, telephone voice inquiries, and front of the house
inquiries, not to mention customer feedback is a goldmine of information.
5. Courtesy and empathy are feathers on your personality cap, an example to the
testament of a positive, proactive, interactive and reciprocal personality. The goal here
is to capture the customer’s perspective, concerning their needs, how does one sell
something? Find out what that customer needs and fill in that need. There is no way
to deliver exceptional customer experience if we do not know what our customers are
thinking.
This is most effective by practicing feedback management at the point of interaction.
What customers hate is having to wait for results especially if it is concerning a
complaint about a lodging property’s product or service.
6. Implementation of a real-time feedback mechanism will allow your company to deliver
much needed action to your customers concerns. Realization in the completion or
addressing of customer concerns must be focused at the conclusion of every
significant interaction, and to hoteliers. This is a defining moment of truth.

7. What happens if there is no positive ending to this interaction? An escalation workflow

mechanism must be in place to escalate the problem to a person in authority which
can address the problem, rather than disappoint that customer because of that first
contact of your inability to address their problem. To clarify, a secondary interaction
with a higher authority regulates the capabilities of the Front Line as escalation also
translates to failure on their part to address the issue effectively.

8. Empowering employees is geared in improving the customer’s experience, as a

lodging property is not summarily selling rooms, foods, beverages and other services.
These are just by products of what really is the hospitality industry’s main products.
We are in the business of selling experiences.

9. Everyone wants respect; and believe it or not most of you may demand it but only a
few of you ever compromise in giving it away for free. Courtesy translates to respect.
Walk for a few steps in your guest’s shoes, to get that feel of things on what they may
really need.

10. The approachability of your organization, the ease in which your guests are able to
reach you and reap the benefits which you can provide them is what sets the tone of
a positive guest encounter. Make your communications lines proactive, as this
represents as a tether or a lifeline to other respective departments in your company.

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The reality of today’s hospitality business is all about choice or alternatives. Options
like their ability to reach you any time at their own convenience. There is an endless
list on methods of communication, ranging from mobile phones that do voice, sms,
internet data, and email to more traditional methods like fax or even letters, but these
are the least of your concerns in reaching out to your customers. More on the positive
consistency of each time you gain contact with them, this translates to more loyal
customers which translate to more business.

LISTEN TO YOUR CUSTOMERS. Consider this scenario; a customer/guest calls your

customer hotline and he get a packaged voice prompt that runs him through a gauntlet
of questions with a lot of selections, i.e. press one for English, press two for Taglish,
and eventually, after all that pressing and listening, provided that he did not make a
mistake in which button to push. Listening to your customers is important and give
extra attention to the call they make. Listening to your customers is a good service.
Service is a product; you cannot sell a product if you can’t get it to your customer.

Know How to Handle Complaints

We would like to think that hospitality professionals are like plumber fixing leaks, and the first
rule in fixing a leak is to find out first where the source of the leak is coming from. According
to Michael L. Kasavana, Ph.D. and Richard M. Brooks, CHA, in their book, Managing Front
Office Operations, they stated that guest complaints can be categorically separated into four
points of origin or categories. Knowing where each (leak) comes from will boost your
effectiveness in dealing with such issues.
1. Mechanical
2. Attitude
3. Service
4. Unusual

Mechanical
Complaints that fall under this category relate to hardware equipment that either breaks down
or malfunctions translating to complaints. These may range from electrical appliances,
machinery, plumbing, environmental controls and so on.
Usually, an excellent preventive maintenance program can manage problems originating from
complaints of this nature, however should one may rear its ugly head one may displace or
replace the affected equipment, depending on whether it is attached to anything or if it is
transportable or movable depends entirely on which is more convenient for your guest.
For example:
If the air-condition in a room is failing, you would think of changing the air-conditioning
unit if it is movable (not the case in centralized air-conditioning); however, you must
first consider the convenience and inconvenience such an endeavor will bring to your
guest, elements of time, consideration on, how long will it take to replace, when did the
breakdown occur (in the middle of the night while the guest is sleeping?) or will you
just simply change the room for the guests?

Attitude
Among all complaints, attitude is one of the hardest to diffuse as this mainly deals with the
person or staff interacting with your customer or guest, nevertheless, this does not diminish
your organizations liability in the process.
Guests usually take attitudinal complaints personally, especially if they feel slighted or insulted
by the behavior that was shown or directed at them. Even if the case may be an indirect form
of contact such as a guest overhearing staff conversations, depending on the topic the staff
members are discussing, may constitute attitudinal complaints.
As the case may be, it is a complaint which cannot be replaced but only compensated.

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

Service
Service is a product but unlike for example a beverage which does not agree with a guests’
taste, it cannot be returned.
For example:
A guest goes to your lodging property, uses the main door, but unfortunately the
doorman forgets to open the door for him, needless to say he doesn’t even greet the
guest. You simply cannot tell the guest to please go out again, so that the doorman
can open the door and greet him properly. That would certainly be ridiculous.
In this scenario, a failure in service can only be addressed by making up with it by
either not repeating the incident again or making it up to the guest by giving a form of
pacifier or compensation. Ironically, a lodging property more often generates more
service-related complaints as its occupancy goes up and the limits of its current
standing manpower is tested to its limitations.

The Unusual Complaint

Guests may complain about a lot of things and some of them may include awkward if not
unusual situations that may completely dumbfound or at the very least may sound new.
Unusual complaints are usually nothing fancy but are mostly characterized by the simple fact
that the lodging property simply cannot do anything about it, let alone control such a situation.
You would often receive a complaint concerning the weather for instance, a guest is upset
about the rain. It is not that you have a direct line to God, that one could ask Him to hold off
the downpour until the guest finishes having breakfast al fresco. As a Front Office Manager,
you have had your fair share of complaints concerning aesthetics, of how a room has been
laid out or constructed, one particular guest even complained about the direction of the bed
and television set, that it was bad fung sui that they were placed facing each other,
nonetheless, your guests still expects you to react and solve these problems (needs)
expeditiously if not prudently but the very least that you can do in resolving it is just LISTEN.
Believe it or not, some guests with unusual complaints only need to be heard, their concerns
taken seriously ad not fall on deaf ears.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

1. Magalona. E. & Salting-Sadsad, E. (2016). Personality Development: Theory andPractice.

Manila: Mindshapers Co, Inc.

2. Ilag-Ramos, M. (2016). Moving up: A Guide to Personal and Career Development. Quezon
City: Phoenix Publishing House Inc.

3. Carpo, C. & Labatorio, L. (2017). Personality Development.

4. 3G E-Learning LLC (2018). Tourism Promotion Services: Intermediate. USA: 3G E-

Learning LLC, 43-63, 3-19

5. 3G E-Learning LLC (2018). Travel Services: Intermediate. USA: 3G E-Learning LLC, 65-
90
6. Greenwood, Jennifer. Becoming Human : The Ontogenesis, Metaphysics, and Expression
of Human Emotionality, MIT Press, 2015. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4397936?accountid=31259.

7. Behrendt, Ralf-Peter. Self-Preservation at the Center of Personality : Superego and Ego

Ideal in the Regulation of Safety, Vernon Press, 2016. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4787947?accountid=31259.

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 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

8. Stein, Steven J.. The EQ Leader : Instilling Passion, Creating Shared Goals, and Building
Meaningful Organizations Through Emotional Intelligence, John Wiley & Sons,
Incorporated, 2017. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4838297?accountid=31259.

KEYWORDS INDEX. It is important that you remember the following terms and concepts
discussed in this unit of lesson. Please search the words below for help with your study.

Guest Relations Mechanical Service

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 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

Big Picture in Focus:

ULO b. Discuss the leadership in the tourism and hospitality industry.

Metalanguage

In this section, the most essential terms relevant to explain ULOb which is to identify the needs
of the industry will assist your learning process as you go deeper in the lesson. These terms
will help you determine what does it take to be one of the employees in a luxury hotel,
restaurants, cruise ship, and other establishments catering to the needs of the visitors.
1. Autocratic or Authoritarian Style – All decision-making powers are centralized in the
leader in this style of leadership.

2. Participative or Democratic Style – This is another style of leadership wherein it

favors decision-making by the group.

3. Team Leader – Team leader leads a team of up to 20 people. His or her leadership
clearly specify tasks to be achieved.

4. Operational Leader – With more than one team leader under his or her control, he is
the leader and the main part of the organization. He controls the leaders of an
organization.

5. Strategic Leader – This refers to the leader of a whole organization.

Essential Knowledge

In order to achieve the above-mentioned learning outcomes of the course, you need to better
recognize the leadership in the tourism and hospitality industry as part of the learning process.
Please note that you are not limited to referring to these resources exclusively. Therefore, you
are expected to use other books , research articles and other resources available in the online
resources of the university library e.g. ebrary, search.proquest.com etc.

LEADERSHIP IN THE TOURISM AND HOSPITALITY INDUSTRY

Leadership is as old as human society. Our history showed that there were various leaders
who had manipulated our country. For the purpose of this section, we will discuss what
leadership is all about related to tourism and hospitality industry.

Overview of Leadership
When we say leadership, it can be described as the process of social influence in which one
person can have the aid and support of others to accomplish a common task. This is a way of
motivating people to work for a common goal and establishing good relationships between the
members of the group or the team. When a person has the capacity to lead a team, when he
shows the qualities of being a leader, then good leadership will be manifested by that person.
Actually, the search for the characteristics or traits of leaders has been ongoing for centuries
already. The question of “what qualities distinguish an individual as a leader?” was explored
by the history’s greatest philosophical writings from Plato’s Republic to Plutarch’s Lives. The
assumption that leadership is rooted in the characteristics that certain individuals possess,
and the early recognition of the importance of leadership was the underlying concept of this
search. This was then known as the “trait theory of leadership”.
The trait theory view of leadership was them explored at length in a number of works in the
previous century. Thomas Carlyle and Francis Galton’s studies were the most notable writings

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Tele Fax: (082) 297 – 7024

of that time wherein their works have prompted decades of research. Physical characteristics
of men as well as their skills and talents, and power were identified by Carlyle in Heroes and
Hero Worship (1841). Leadership qualities in the families of powerful men were examined by
Galton’s (1869) Hereditary Genius. Galton concluded that leadership was inherited after
showing that the numbers of eminent relatives dropped off when moving from first degree to
second degree relatives. This just means that leaders were born and not developed. These
notable works of said personalities both lent great initial support for the notion that leadership
is rooted in characteristics of the leader.
This trait-based perspective dominated empirical and theoretical work in leadership for
decades. With the use of early research techniques, researchers conducted over a hundred
studies proposing a number of characteristics that distinguished leaders from non-leaders.
These are the following to mention a few:
• Adaptability
• Intelligence
• Persistence
• Dominance
• Integrity
• Socioeconomic status
• Self-confidence
Though the conclusion of the researchers that leaders are not developed, they were born, still,
enhancement of their leadership capacity will be a great advantage as they will know how to
present themselves with their members. Everyone has the chance of becoming a leader. It
varies depending on the situation and the type of leadership that a person has to implement.
The leader of a group may be good in this situation but cannot be good in another situation.
In other words, leadership capacity of a person cannot be applied in all circumstances as
effective as he leads his team at present. Also, as said in the previous discussion, leadership
does not mean leading a group alone. It also talks about how he leads himself personally as
to the accomplishment of his goals in life. Remember that good leadership begins in one’s
self, not in a group.

Types of Leadership
The different leaders we see in this world have different characteristics and ways of leading
their team. In the tourism and hospitality industry, different approaches are also implemented
to their team or organization. Whatever the type of leadership they apply in their group, the
most important is, it works for them, it is effective and efficient.
The following are the types of leadership as identified by Kurt Lewin and his colleagues.
• Autocratic or Authoritarian Style – All decision-making powers are centralized in the
leader in this style of leadership. Example of this is a dictator. Expect that these leaders
will not entertain any suggestions or initiatives from subordinates. Though it is the way
of leading their team, the autocratic management has been successful as it provides
strong motivation to the manager. This is because it permits quick decision-making, as
only one person decides for the whole group. His decision is being kept to himself until
he feels it is needed to be shared with the rest of the group.

• Participative or Democratic Style – This is another style of leadership wherein it

favors decision-making by the group. Such a leader gives instruction after consulting
the group. The leader of this type can win the cooperation of his group and can
motivate them effectively and positively. We can see the decisions of the democratic
leader not to be unilateral as with the autocrat because they arise from consultation
and participation of the group.

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Tele Fax: (082) 297 – 7024

• Laissez-faire or Free Rein Style – This is the type of leadership wherein the leader
does not lead, but leaves the group entirely to itself. Such a leader allows maximum
freedom to subordinates. This means that they are given a free and in deciding their
own policies and methods.
Note that different situations call for different leadership styles. We should always remember
that what we want in the end is the accomplishment of established goals of the group. Let’s
say for example in an emergency when there is little time to converge on an agreement and
where a designated authority has significantly more experience or an expert than the rest of
the team. In this case, an autocratic leadership style may be most effective than any other
type. However, a more democratic or laissez-faire style may be more effective in a highly
motivated and aligned team with a homogenous level of expertise. The leadership style should
be the most effective which can achieve the goals of the group and beneficial to all the
members.
At this generation, the need for high-quality leaders in the hospitality industry has been readily
recognized and is seen as critical to the long-term well-being of the tourism and hospitality
industry. In this case, let us check ourselves as to what type of a leader we will become in the
future.

Leadership in the Tourism and Hospitality Industry

Leadership in the tourism and hospitality industry is important in each individual who are
part of it. The good leadership is significant to the attainment of the organizational objectives.
As this leadership is related to the personality and characteristics of a leader. You, therefore,
need to check what leadership style is necessary for this kind of industry. Note, however, that
you are not trying here to be a leader immediately when you apply for a certain position in
hotels or restaurants. This is to show that you, as individual, possess the quality of a leader
that is necessary for the company. The impact of this leadership image is significant as this
will present yourself confident in your assigned task and is ready to face challenges of the
work environment, and is at par with company standards.
Leadership is not only for the person who has a higher position in a company. It should also
be shown in the way you lead yourself towards the attainment of your personal goals. As an
additional input, leadership involves taking people from one position to another; hence, it is in
periods of great change when really effective leadership is most needed. For instance, right
now as a student, the way you lead your group to attain goals should emphasize that you can
effectively direct them. This will help you assess your leadership capabilities and improve your
weaknesses to suit a well-defined tourism and hospitality professional.
Leadership in the tourism and hospitality industry also influence people to let them perform
their assigned tasks with less supervision. This is a direct result of the trust and respect the
subordinates have for the leader.

Management vs Leadership
For us future personalities who will be dealing with various demanding guests in the tourism
and hospitality industry, have we asked ourselves the extend of what management and
leadership are? As a person, we need both, for there is a greater need for better leadership at
all levels. In our industry today, there are those who think they are leaders but actually they
are managers. We must consider the crucial importance of inspirational leadership at all levels
within an organization.

Approach to Categorizing Levels of Leadership

The following are approaches to categorize levels of leadership skills we have.
• Team Leader – Team leader leads a team of up to 20 people. His or her leadership
clearly specify tasks to be achieved.

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

• Operational Leader – With more than one team leader under his or her control, he is
the leader and the main part of the organization. He controls the leaders of an
organization.

• Strategic Leader – This refers to the leader of a whole organization. This type of
leader has a number of operational leaders reporting to him or her.
Looking at these three levels of leadership encourages you to realize that effective leadership
is required at all levels – not just at the top of the pyramid. This is really true. When you are
supposed to lead a team, you yourself must be an effective leader so that your team will be
motivated to follow your implementations. Of course, as mentioned, the best leadership always
comes first to the person who leads. Show them that you are capable and knowledgeable as
a leader. Be a perfect model to them.
Traits of a Leader in the Tourism and Hospitality Industry
Being a leader is not an easy task, it requires some traits for it to be effectively shown and
implemented. Gaining trust and respect in leadership will be important in its attainment, thus
the following traits should be possessed by a quality leader:
• Has positive attitude
• Knows what he wants to do
• Leads by example
• Possesses humility and hospitality
• Tells people what to do, not how to do it
• Demands excellence, not perfection
• Demonstrates knowledge and skills
• Presents a professional image
• Listens to his/her subordinates
• Uses positive recognition with subordinates
There may be a lot of traits that are needed by an effective leader to efficiently leader to
efficiently lead a team. However, leadership will never be successful without the full
commitment of the leader.

Selecting Future Hospitality Leaders

What makes a great leader in the tourism and hospitality in industry? How do leaders emerge
to take up a position of leadership in this demanding industry? The following three approaches
to leadership will help you analyze how leaders are being selected:
• The Qualities Approach – This approach is based upon the qualities a leader displays
and is actually similar to the prominent theory of the early twentieth century, ‘leaders
are born, not made’ principle, also sometimes called ‘The Great Man Theory.’ This only
means that effective leaders have to display appropriate qualities if they are to inspire
their people to achieve extraordinary performance. What qualities are these precisely?
The following are particularly important for tourism and hospitality leaders:

With vision
Possess good communication and listening skills
Builds relationships based upon trust, consistency and transparency
With personal characteristics including humility and integrity
Unafraid to admit failings
With sense of humor
With sense of responsibility
With human factor

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

Keep commitment
Open to suggestions and comments
Demonstrates competence and capabilities
The approach actually suggests that the ability to lead is an inherent personal attribute
and, therefore, cannot be learnt. This is true that you cannot train people to be good
leaders if the key to success is entirely based upon the qualities one is born with.
• The Situational Approach – This approach actually dates back to the thoughts of
Socrates in fifth century BC and is based upon the principle that, in any situation,
people tend to follow or obey a person who knows what to do and how to do it. Unlike
the first approach that focuses on what a leader is, leader’s effectiveness here is based
upon what he or she knows.
This approach again has merit. Let’s try to consider an emergency situation or a road
traffic accident perhaps to better understand this approach. Who do you think is likely
to take control of the situation from among those immediately on the scene? One thing
sure is a doctor, of course, nurse or an off-duty fireman. How about in the tourism and
hospitality operations, does the situational approach transfer readily to day-to-day
hospitality operations, where situations continually change due to customer needs,
business levels, changing trends, thus requiring leadership to transfer from one person
to another? Also, is it really necessary for leaders to have the depth of knowledge of
all their staffs? In this sense, it would be unreasonable to expect a hotel manager to
know as much about food preparation as the Head Chef.
The Qualities and Situational approaches to provide us with idea on what makes a
great leader though however, they do not provide the complete answer. Great
leadership is also about applying effective leadership skills, not only what the leader is
and knows.
• The Function Approach – This approach suggests about what a leader does and is
particularly important in hospitality industry. Considering this, leaders at all levels
actually need to motivate individuals to work effectively in teams to achieve a given
task. This can be achieved by applying functions such as: briefing, planning,
monitoring, supporting, and reviewing.

Developing Leadership Skill

Developing leadership skills is a long process although some people are born with such
traits that lead to develop leadership faster. As a set of behavior as much as a skill, it is
possible to be learned if one has the determination to do so.
Effective leadership development for the tourism and hospitality professionals requires
additional ingredients. For instance, in an organization with a high proportion of good leaders,
especially at operational and strategic levels, will develop a culture conducive to nurture
leadership in others. This will lead to authority willingly delegated and people being
empowered to make decisions without automatic referral to higher authority. The best leaders
in this ever changing and demanding industry need to have a habit of wanting to work for the
best organizations.
The following are some of the leadership development strategies that when taken seriously
might help you become a future effective leader of the industry:
• Start it in your class today. When your teachers ask for volunteers to lead a team, raise
your hand. This shows being proactive, another trait that a leader must have.

• Implement participative leadership style in your group. This will allow you to get the
insights of your team and thus get some ideas that you may not know.

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

• Do not be self-centered. Ask for suggestions and opinion. The more the opinion you
get from your team, the better.

• Strategize. With the help of your team, come up with a strategy that will create an
output wherein everyone is given a chance to participate. This is the best leadership
style; every person in the group is being regarded.

• Once your team has that output your teacher asked for, gather your team for final talk
prior to the presentation. This is one thing that some managers in the restaurant do,
prior to the opening of the store, he or she gather the employees to refresh them about
what they are supposed to do, to offer excellent customer service.

• When you had presented your output, positively welcome comments, question and
feedbacks from your other classmates or your teacher. Always remember that a
comment, be it positive or negative can help you become a better leader because you
will learn from them.

• Gather again your team after the presentation and ask for their feedback. Get to know
their comments about how your group performed. In this way, you are simply getting
their thoughts about how you handled your team, and then make sure to learn from it.

• Have a self-reflection. Ask yourself about your performance. Write on a piece of paper
the positive things you did and the negative comments that you got from your team,
classmates, and teacher. Try to reflect on it and then make sure to learn from it.

• The next time you will be tasked to lead a team, you now know what to do. Make the
best out of it and do the same steps. This will help you become more and more
effective. But remember, also give other people the chance to be a leader. Being a
member will help you show your leadership skill as an individual, your willingness to
support and work for your team.

• Lastly, have time to read personality development and leadership books. This will help
you more to be acquainted with the personality traits needed to be a leader. If given a
chance, attending leadership trainings and conferences will also be big help for your
personal growth.
Once you have developed this as a start, the following areas will need to be considered as
you develop your leadership skills. These will help you as you start in your career.
• Integrity – Being a good leader means you need to have high ethics. You have to be
honest at all times to gain respect and trust from your subordinates. You can try to
some actual situations like taking responsibility for your own actions. Never play the
blame game when things go wrong as leaders take personal responsibility for their
team’s actions and results. This is the kind of leadership which you should learn.

• Passion – Becoming a leader needs you to be passionate. You should be enthusiastic

about your work, one good behavior to start when you are developing leadership skills.

• Commitment – Commitment to your work is one of the easiest things to consider in

developing leadership skill. You have to be willing to work hard at the job assigned to
you and have that strong discipline in following through with your work.

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 College of Hospitality Education
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Tele Fax: (082) 297 – 7024

• Courage – You have to be brave as a leader when your members confront risks of the
unknown. The test of a leader’s courage is the courage to be open. This is very
important trait that a leader should have.

• Being Goal-Oriented – As future hospitality leader, you have to be focused on the

objectives that need to be attained. Know how to develop a plan and strategy to
achieve the objectives. Build commitment from team and rally them to achieve the
organization’s goal. Improve on this aspect, since leaders needs to be competent in
achieving goals.

• On Developing People – Practice developing skills as to training, coaching or

teaching your team. This is another trait of a good leader. Develop your team will lead
you to build a stronger team thus becoming effective. You may start developing your
own knowledge, and then impart it to your team.

Self-Help: You can also refer to the sources below to help you further
understand the lesson:

1. Magalona. E. & Salting-Sadsad, E. (2016). Personality Development: Theory

andPractice. Manila: Mindshapers Co, Inc.

2. Ilag-Ramos, M. (2016). Moving up: A Guide to Personal and Career Development.

Quezon City: Phoenix Publishing House Inc.

3. Carpo, C. & Labatorio, L. (2017). Personality Development.

4. 3G E-Learning LLC (2018). Tourism Promotion Services: Intermediate. USA: 3G E-

Learning LLC, 43-63, 3-19

5. 3G E-Learning LLC (2018). Travel Services: Intermediate. USA: 3G E-Learning LLC,

65-90

6. Greenwood, Jennifer. Becoming Human : The Ontogenesis, Metaphysics, and

Expression of Human Emotionality, MIT Press, 2015. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4397936?accountid=31259.

7. Behrendt, Ralf-Peter. Self-Preservation at the Center of Personality : Superego and

Ego Ideal in the Regulation of Safety, Vernon Press, 2016. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4787947?accountid=31259.

8. Stein, Steven J.. The EQ Leader : Instilling Passion, Creating Shared Goals, and
Building Meaningful Organizations Through Emotional Intelligence, John Wiley &
Sons, Incorporated, 2017. ProQuest Ebook Central,
https://search.proquest.com/legacydocview/EBC/4838297?accountid=31259.

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KEYWORDS INDEX. It is important that you remember the following terms and concepts
discussed in this unit of lesson. Please search the words below for help with your study.

Autocratic or Authoritarian Style Team Leader

Participative or Democratic Style Operational Leader

Strategic Leader

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 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

Online Code of Conduct

(1) All teachers/Course Facilitators and students are expected to abide by an honor code of
conduct, and thus everyone and all are exhorted to exercise self-management and self-
regulation.

(2) Faculty members are guided by utmost professional conduct as learning facilitators in
holding OBD and DED conduct. Any breach and violation shall be dealt with properly
under existing guidelines, specifically on social media conduct (OPM 21.15) and
personnel discipline (OPM 21.11).

(3) All students are likewise guided by professional conduct as learners in attending OBD or
DED courses. Any breach and violation shall be dealt with properly under existing
guidelines, specifically in Section 7 (Student Discipline) in the Student Handbook.

(4) Professional conduct refers to the embodiment and exercise of the University’s Core
Values, specifically in the adherence to intellectual honesty and integrity; academic
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as well as fidelity in doing and submitting performance tasks and assignments; personal
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(5) Plagiarism is a serious intellectual crime and shall be dealt with accordingly. The
University shall institute monitoring mechanisms online to detect and penalize plagiarism.

(6) All borrowed materials uploaded by the teachers/Course Facilitators shall be properly
acknowledged and cited; the teachers/Course Facilitators shall be professionally and
personally responsible for all the materials uploaded in the online classes or published in
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(7) Teachers/Course Facilitators shall devote time to handle OBD or DED courses and shall
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contentions intellectual discussions are allowed, the teachers/Course Facilitators shall
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and discriminatory languages are absolutely prohibited.

(9) Students shall independently and honestly take examinations and do assignments, unless
collaboration is clearly required or permitted. Students shall not resort to dishonesty to
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(10) Students shall not allow anyone else to access their personal LMS account. Students
shall not post or share their answers, assignment or examinations to others to further
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(11) By handling OBD or DED courses, teachers/Course Facilitators agree and abide by all
the provisions of the Online Code of Conduct, as well as all the requirements and
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(12) By enrolling in OBD or DED courses, students agree and abide by all the provisions of
the Online Code of Conduct, as well as all the requirements and protocols in handling
online courses.

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 College of Hospitality Education
2/F HRM Building Matina Campus, Davao City
Tele Fax: (082) 297 – 7024

Course prepared by:

KIVEN G. OLIVAR
Course Facilitator/Faculty

Course reviewed by:

JACQUELINE CENIZAL
Program Head, BSHM

Approved by:

FLORENCE KRISTINA M. JIMENEZ

Dean, CHE

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