Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

In the competitive restaurant industry, effective staff training directly influences the customer experience. This study examined Old China Dimsum House in Caloocan City, a business that rapidly expanded from a single branch in 2022 to multiple locations across Luzon. The primary goal was to assess how well their current training programs prepare employees to meet service standards, specifically in daily tasks like serving customers, explaining menu items, and resolving issues. The insights are crucial for understanding how growing businesses maintain high service quality during expansion. To evaluate training effectiveness, the researchers used a descriptive-quantitative approach. This involved a survey given to 50 employees from the North and South Caloocan branches. The survey used a four-point scale to measure perceived training effectiveness in customer service, communication skills, product knowledge, and problem-solving abilities. The data were analyzed using weighted means to identify strengths and weaknesses. The analysis of the data indicated a positive assessment of the training program’s effectiveness, with a high overall rating. The composite mean for customer service skills was 3.75, and staff showed strong confidence in anticipating customer needs. The training also received high marks for thorough product knowledge (mean score of 3.88). However, areas for improvement were identified, notably staff feeling they could improve in empathizing with frustrated customers, suggesting a need for better training in emotional intelligence and conflict resolution. Additionally, heavy workloads often prevented employees from fully concentrating during training sessions. In conclusion, the study confirms that the training program at Old China Dimsum House successfully teaches essential technical skills and promotes a proactive service attitude. This is vital for efficient operations and customer satisfaction. However, the research highlights the importance of improving "soft skills," particularly emotional intelligence. To ensure consistent high-quality service, researchers recommend management dedicate more time for training, reducing staff pressure due to heavy workloads. This strategic investment in continuous learning and development is essential for protecting the brand’s reputation and achieving long-term success.

Keywords

quality service, customer satisfaction, staff training, service standards