Advisers

Blezsl Nilo

Discipline

Hospitality Management

Abstract

Service crew members in the hospitality sector are often exposed to substantial physical demands, including prolonged standing, heavy lifting, and repetitive movement. This study examined the physical strain experienced by service crew at Kenny Rogers Roasters in SM City Fairview, Quezon City. It addressed work-related musculoskeletal concerns and the potential role of ergonomic interventions. The study assessed physical strain, workload intensity, and the adequacy of rest as a basis for developing an employee wellness program. The study used a descriptive-correlational research design anchored in Job Demands–Resources (JD-R) Theory. Data were obtained from 27 purposively selected service crew members currently employed at the establishment. A structured survey questionnaire assessed respondent demographics, including age, gender, length of service, and working hours, together with physical-strain variables. Statistical analysis examined the frequency of reported strain and its relationship with demographic characteristics. The preliminary analysis indicated that service crew members frequently experienced physical discomfort, particularly in the lower back, shoulders, and feet. Workload intensity reportedly peaked during mealtimes, and inadequate rest periods were associated with physical and mental exhaustion. Respondents also identified a workplace culture in which fatigue was normalized and symptoms were sometimes underreported. The study further examined the relationship between physical-strain levels and variables such as average shift hours and years of experience. The findings highlight possible consequences of unmanaged physical strain for employee well-being and organizational outcomes, including absenteeism and turnover. In the context of JD-R Theory, ergonomic training, supportive facilities, and optimized scheduling may help buffer job demands. The study recommended a wellness program emphasizing proper body mechanics and regular rest periods to support employee well-being and sustained service quality.

Keywords

physical strain, service crew, wellness program, job demand theory (jd-r) and work load