Proposed Quality Improvement plan for Tours in Hotel and Restaurant Management
A paper submitted on Partial Fulfillment for the Course Requirements in
Total Quality Management
Second Semester, School Year 2011-2012
Jauod, Bernadette Hazel U.
Soriano, Ashly Rose
Saavedra, Maria Claudia
Prof. Toti Dulay
Table of Contents
a. Title Page …………………………………………………………….page i
b. Table of Contents…………………………….……………………..page ii
c. Acknowledgement.…………………………………………………..page iii
I. Problem Statement……………………………………………………..4
A. Major Problems…………………………………………………….4
B. Minor Problems…………………………………………………….6
II. Root Causes of the Problem……………………………………………8
III. Fish Bone Diagram………………………………………………………11
IV. Recommendation and Benefits……………………………………….12
V. Implementation Plan…………………………………………………….15
VI. Survey Results……………………………………………………………17
A. Survey Results
B. Sample HRM Tour Itinerary
C. Interview with a participant from the tour
Far Eastern University
Institute of Tourism and Hotel Management
We would like to thank first our Father in heaven, for giving us the
privileged to have our knowledge imparted with this subject, and our parents for their
support, finances, ideas and love to us. To our group mates who had given effort for this
paper for all of the strength and knowledge they have imparted to have this paper
We would also like to thank the HRM students who have given us time and their
effort to answer couple of questions from our survey despite off their busy schedule.
And special mention to Mr. Bien Lacuna of H08119 who has participated on the (HRM
TOUR – 1st Year, ETC Itinerary: January 16-21, 2012) for patiently bearing our time with
us and answering our questions during our interview with the best of his knowledge and
in all honesty. We would also like to thank Jhona Mae Computer Shop for giving us a
fair price when we are having our papers printed out at their shop.
And of course to our Professor Toti Dulay who is very patient, considerate, courageous
and fun to his students. We would like to thank him for the ideas he has shared to us for
the improvement of this project that we are working on. For giving his students a fair
and reasonable grades at all the grading periods that we had.
An executive summary is an overview. The purpose of an executive summary is
to summarize the key points of a document for its readers, saving them time and
preparing them for the upcoming content. For this paper which is entitled for
improvement of Tours in Hotel and Restaurant Management which consists of the
Problems that has been encountered during the tour. These problems were classified
into two classes mentioned: Major and Minor.
If there are problems, there are root causes. The group has provided several
causes of the problems classified under Manpower, Machine, Method and Material.
There are provided reasons for the problems in which the group has researched on and
based upon the ideas that was gathered with the students who has participated during
the tour. The problem was also presented through a diagram, a Fishbone diagram that
will be shown over the following pages. There, it will be seen the division of root
problems all possible cause of the poor tour outcome, which will be discussed in this
Major and Minor problems will be presented in the paper as well as the root
causes of the problem, after presenting these researches the group will be providing
Recommendation and benefits in which the group can justify to be the possible solution
for improvement of tour discrepancy. The group will also be providing the proposed
improved tour plan for the tour upon showing the present tour plan that the course offers
in store. Following immediately the additional recommendations in which the group has
There will also be a survey that will be provided in this paper that will show what
the students stand about the tour. With regards to these, the group will be able to know
what do the student really want which can be contributed for the betterment of the tour.
We first defined the meaning of tour: A traveling around from place to place. A
long journey including the visiting of a number of places in sequence especially, with an
organized group led by a guide. A brief trip through a place, as a building or a site, in
order to view or inspect it. A journey from town to town to fulfill engagements, as by a
theatrical company or an entertainer. A period of duty at one place or in one job.
The Hotel and Restaurant Management tours are important for every student of
Far Eastern University which is enrolled in this course therefore the course organizer
should be focused on improving the quality of each tour so that would be worth of what
the students pay and the students will not be regretting the charges occurred during the
tour as well as they wouldn’t be saying that they shouldn’t have joined the tour. At the
end of this paper, this project will give ideas on how we can improve the tours still for
the betterment of students. In regards to this our group has come up with a research on
how the tour was executed and we will provide suggestions and recommendations on
how the tour will be more effective. An effective educational is important for every
student curriculum so that this educational tour would be useful for the students for
The purpose of this research is to contribute for the improvement of the future
students in which the students will be having their tour. The specifics will be discussed
in the middle part of the paper. The benefits will also be enjoyed mostly by the students
and their parents/guardians, since our group has made a proposal on the improvement
of the future tour participants that will be included in the latter part of this paper.
I. Problem Statement
The following stated are the problems encountered during the tour. They are
classified into two parts, Major and Minor. Now the purpose of this paper is to
alleviate the students from the avoidable problems:
A. Major Problems
- High Payment yet unreasonable cost of the Tour
The Hotel and Restaurant Management Department one day industry
familiarization tour for all 1st year Hotel and Restaurant Management students
amounting to PESOS: THREE THOUSAND THREE HUNDRED NINETY NINE
(Php 3,399) ( Hotel H20, Manila Ocean Park, Barrio Fiesta, Intramuros, Dusit
Hotel, Berjaya Hotel ad Cruise Gourmet) set on the following dates and the first
come first serve basis.
When a Student paid a high rate he or she is expecting for a satisfactory
service that he must receive. However upon a conversation with a student who
has gone with the tour they haven’t maximized their pay.
2. Time Management
The tour schedule wasn’t followed because they haven’t provided enough
time allotment for the plan they do not have back-up plans in case the students
were late. So, tour itinerary wasn’t followed. Like for the 1st year tour that we
have discussed in this paper they haven’t had enough time to explore Manila
Ocean Park because their assisting professor is not around they haven’t entered
the museum at Ocean Park on time. The call time for en route to intramuros is
supposed to be at 4:00pm but what happened is they have left ocean park at
3. The Tour Itinerary
The students weren’t satisfied because due to time constraints the tour
itinerary wasn’t followed, all specifications written on the itinerary was followed.
Due to delay of time departure because the students are supposed to leave at
7:00AM however it had been 9:00 which means at the first part of the tour it has
been already delayed by 2 hours.
4. Food during the tour
During the tour that we have in this paper which is majority of the students
has a problem of because of its inconsistencies many of the students weren’t be
able to eat because they lack seats on the location which should had been
forecasted by the organizers ahead of time which resulted to students who had
just eaten at other food establishments because they also have a limited time on
the area so n order to cope up on time they have eaten out of their pocket which
is one of a great discrepancy during the tour because the students has paid for tit
so it should be the organizers responsibility that everyone has to have their part.
B. Minor Problems
1. Misinformed itinerary for the tour:
The students were not informed about the itinerary of the said tour. Only few
were aware of the activities the tour and mostly they were the officers of the
students council. They will post itinerary in the bulletin but then they didn’t follow
the activities or sometimes they changed it on the tour day.
2. Schedule of the tour is not followed:
The given schedule which they posted in the bulletin as well as in the itinerary
were not followed. As the date and said day is concerned. They always give
tentative dates for the tours but then, they will inform students of the tentative
date then, they will change it again. So the students were confused on the date
of the tour.
3. Not all the participants were given a copy of the tour itinerary:
Students were not given a copy because they were late in paying the tour and
they don’t have extra waiver with itinerary. But then, it is not an excuse to say to
the students because they have the right to know the itinerary of the tour. And
they also lack in producing waiver more than they expected to release.
I. ROOT CAUSES OF THE PROBLEM:
1.) MISINFORMED STUDENTS
· Not all of the students have a copy of the tour plan.
· Students are not well informed where the place to go.
· Students are not well informed about the payment of the tour.
· They haven’t focused on improvements.
· They don’t have back-up plans in case of delays and other problems that might be occurring.
· They always rushed the students to pay immediately.
1.) NOT ALL STUDENTS RECEIVED AN ITINERARY FOR THE TOUR
AS WELL AS TOUR COST BREAKDOWN
· That’s why the student’s weren’t able to know the specific details of the tour.
· The parents were disappointed because they should be informed of where their payments is going and where are their children going.
· Not all of the participants were able to eat which is part of their tour and
part of what the students have paid for.
· Some of the students due to time constraints have just eaten out of their
· Inconvenience because the place where students has to eat has no seats available.
1.) SCHEDULE OF ITINERARY WAS NOT FOLLOWED
· Not everything that was written on the itinerary was followed.
· Due to time constraints not all of the places mentioned were able to be maximized.
2.) TIME MANAGEMENT
· They didn’t follow the time in the itinerary
· The tour was delayed. They are supposed to depart at 7:00AM they were able to left at 9:00AM
· The allotted time given to each places weren’t followed that’s why the students wasn’t able to maximize their stay on the given place and some of these they just have to pass it by.
1.) TRANSPORTATION BUS
· Same payment but different quality of bus, some weren’t convenient and out modeled.
· some of the bus are not air-condition
· They did not prepare anything like umbrellas and medicine in case of the emergency.
IV. Recommendation and Benefits
· ITHM department can arrange the tour as early as possible and inform the
students about the details of the tour probably 3-6 months ahead so that the
students would be able to raise their own funds to join the particular tour and it’s
also for the advantage of the parents of the students that they would have
enough time to prepare for the particular tour.
· ITHM department can conduct a survey to the HRM students so that the
department would know the thoughts of the students and they would be able to
attend to the student’s concerns. It would be a great help in making
arrangements of the particular tour.
· ITHM department can coordinate with the HRM organization in planning
the tour. HRM organization is connected with the students and they get to
communicate with the students every once in a while. The officers of the said
organization would be able to contribute ideas for a better further action on the
planning of the particular tour.
· In planning the tour, the department should make a list of total number of
participants and ask the students to submit the names of their roommates and be
sure that the department will book for the hotel rooms according to theinformation
and details provided by the particular students.
· ITHM can arrange another option of payment by installment basis.
Bringing out such amount of money is hard on the part of the parents. Some
parents are shocked. In this way the mode of payment would be much
convenient and more students would be able to participate on the said tour.
· The officers of the department should print out exact copy of the itinerary
for the total number of participants. Students paid for the tour so they are
expecting a satisfactory service from the organizer of the tour. The itinerary
should be completely followed as much as possible.
· The organizers of the tour should comply with what they’ve told the
students or the information that they’ve provided. It’s hard to make adjustments
when it’s on the last minute. For example, the activities on the tour. Whatever
they’ve posted or informed the students they should not change it on the last
minute or if the changes can’t be avoided they should try to inform the students at least couple of hours ahead so that there will be allotted time to prepare
because the students already prepared for the exact activity that they were
· Educators must find a way to keep students on topic throughout the trip.
If you take students to observe wildlife, your students will want to wander off
through the trees, spend the time using their music and communication devices
or talking with their friends about that weekend’s activities. Educators must find
ways to prevent their students from talking, texting or even sleeping, which can
ruin the experience for those around them. Educators must be able to trust and
control their students to have an effective educational trip.
· Keeping Up With Individual Students. This is one of the most common
challenges teachers face when supervising students on a field trip. This is even
more daunting if there is just one teacher on the trip, trying to oversee numerous
children. Be sure to call attendance at various checkpoints throughout the day.
This avoids getting on the bus to go back to school, only to find a child is missing
and you aren’t sure how long he has been gone.
Our group conducted a survey to support our proposal. 50 students from Far Eastern University were asked to answer the survey forms, which composed, of some information and 10 questions that relates to our study
Below are the results that we gathered from the survey process.
The graph shows the number of students enrolled during the 2nd semester who answered our survey. The result of those who answered “Yes” was equivalent to 100%, while those who answered “No” was 0%.
The graph shows the number of students who joined the recent tour in HRM Department which resulted to 40 students who responded “Yes” and 10 of the students answered “No”.
The graph shows the number of students who knows the itinerary of the whole tour. The result of those who answered, “No”, they know the itinerary” totaled 36 students, while those who answered “Yes” was 14.
Under the question No. 3,was the tour sequentially followed, the graph shows 40 students answered “No, the tour was not sequentially followed”, while 10 of them answered “Yes, the tour was sequentially followed”.
Under question no. 5, “where your expectations met?”, The result was 38 of the students answered “No”, while 12 students answered “Yes”.
The graph shows under question no. 6, that 11 students answered “Yes” the cost of the tour was reasonable, while 39 students answered “No, the cost of the tour was too much”.
Question no. 7 as indicated, this graph shows that 35 students said that the time given for each destination was not appropriate. On the other hand, a result of 15 students agreed that there was appropriate time allotted for each destination.
This graph represents a big number of students who answered “Yes, they experienced some problems regarding the tour”, which was 32 students, while 18 of them did not experience any problem at all.
A positive result of 48 students answered “No, the tour guide was accommodating and approachable”. While only 2 students remarked that the tour guide was sociable and uncooperative.
Under this Figure, 31 students said “No, they were not satisfied with travel arrangement, while 11 students answered “Yes”, they were satisfied with the travel arrangement.
G. Recommendations, comments and reactions given by the respondents.
This survey is a good strategy to figure out ways on how to improve future tours in the department. Other departments can use this survey as a guide to evaluate their own tour.
The organizers should make sure that proper coordination be kept so that the itinerary would be followed accordingly. The group suggests that places chosen for such tour should be aware of the number of students to be accommodated to save time.
A high number of problems encountered in the tour should be looked upon. One of which under the third question, according to some, they know the itinerary but was not given a copy. It is important for the students to be aware ahead of time of the tour.
Some comments and reactions in the survey are as follows. First, time allotted for each place was not followed sequentially. For some location there was a longer period of stay. Second, with regard the cost of the tour, they suggested that it may be lowered. Third, for the person escorting the tour, the tour guide should possess good characteristics of being polite, courteous, flexible, accommodating, and dynamic or exciting to be with. It would help that they show enthusiasm for the group to follow. Setting the mood of the tour would help a lot to make it fun, learning and memorable experience for participants.
Under question number 8, the answers resulted to a series of time related issues. This concerns delayed time of arrival and departure. Time management can still be improved.
Regarding the food, there were a lot of comments as to its taste and serving portions. The food was mainly for presentation purposes but when eaten was tasteless. It was even served cold. This may be the effect of too much preparation and unexpected volume of students who will eat.
Finally, the researchers suggest that more studies be conducted Far Eastern University to help professors and students improve the quality of their upcoming tour.
INTERVIEW WITH A STUDENT FROM H08119, A PARTICIPANT OF THE TOUR.
Did you receive a copy of the Tour itinerary?
What time did you depart from FEU?
“8 na ng umaga.”
Was the tour itinerary schedule followed?
“No, kasi nagkadelay-delay kaya din a puntahan lahat nung nakalagay yung iba naman dinaanan lang halos.”
What problems have you encountered during the tour?
“first at Dusit Thani, durig the tour students are unorganized due to lack of facilitators present during the tour. Nung naglalakad kami habang nagsasalita yung tourguide pagdating sa dulo konti na yung students na nakikinig at nakasunod sakanya kalat kalat nay yung iba.
Next sa Cruise Gourmet were suppose to have our lunch there however sa dami ng tao some of the students din a nakakain kasi wala ng maupuan
Sa intramuros since we lack time we just roam around for a while fast track lang tas uwian na.”
Overall are you satisfied with the tour?
“honestly hindi. Masyadong mahal, hindi worthi it.”
Name of Student:Bien Lacuna
Contact no: 09068309628