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Abstract
This study examines employer feedback on the performance of Bachelor of Science in Hospitality Management (BSHM) graduates from Palawan State University’s Brooke’s Point campus. A mixed-methods approach using a descriptive research design was employed to explore employers’ perceptions of graduates’ soft and hard skills within the hospitality industry. The research was conducted across Puerto Princesa City, Coron, and Brooke’s Point in Palawan, with data collected through surveys and interviews from 20 employers in various hospitality sectors, including Front Office, Housekeeping, and Food & Beverage. Purposive sampling was used to select employers who had hired BSHM graduates between 2019 and 2024. The data were analyzed using frequency counts, percentages, and means.
The findings revealed that BSHM graduates performed well in soft skills such as teamwork, adaptability, communication, and interpersonal skills, with employers expressing high levels of satisfaction. The graduates also demonstrated strong hard skills, including computer literacy, presentation, and writing abilities. However, areas for improvement were identified, including workplace ethics, confidence in managing complex tasks, exposure to international cuisines and standards, and proficiency in industry-specific software such as Property Management Systems (PMS) and Point of Sale (POS) systems.
The study recommends enhancing practical experience across all hospitality departments and increasing exposure to international standards. It further suggests updating the BSHM curriculum to better align with industry needs, with a focus on global practices, technological literacy, and skill development. These findings offer valuable insights for academic institutions, employers, and future researchers.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Sibulan, K. V. D., Dela Cruz, T. M. B., & Del Monte, M. S. (2025). Employers’ Feedback on Hospitality Management Graduates from Palawan State University: A Mixed-Methods Study. International Journal of Multidisciplinary: Applied Business and Education Research, 6(5), 2464-2479. https://doi.org/10.11594/ijmaber.06.05.27
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Alrawi, K. (2011). Effects of motivation on employees’ perceptions, behaviour and psychological orientation. World Review of Entrepreneurship, Management and Sustainable Development, 7(1), 77. https://doi.org/10.1504/wremsd.2011.038320
Ardiansa, R., & Astutik, M. (2020). The Effect Of Work Discipline And Competency On Employee Performance At PT Citra Bumi Raya. SNEB Seminar Nasional Ekonomi Dan Bisnis Dewantara, 2(1). https://doi.org/10.26533/sneb.v1i1.871
Aufa, F., Istiqomah, F., Fadillah, N., & Ferdian, F. (2023). The increasing of employee re-tention in the hotel industry: diagnosing the effect of work-life balance. Jurnal Pa-riwisata Nusantara (Juwita), 2(2), 95-102. https://doi.org/10.20414/juwita.v2i2.7286
Bharath, M. (2021). Something beyond paycheque to boosting employee reten-tion: evidence from a south indian hospi-tal. Vilakshan – Ximb Journal of Manage-ment, 20(1), 114-129. https://doi.org/10.1108/xjm-03-2021-0072
Boxall, P., & Gilbert, J. K. (2007). The manage-ment of managers: A review and concep-tual framework. International Journal of Management Reviews, 9(2), 95–115. https://doi.org/10.1111/j.1468-2370.2007.00203.x
Budworth, M., & Chummar, S. (2017). Feed-back for performance development. In Springer eBooks (pp. 1–9). https://doi.org/10.1007/978-3-662-45119-9_15-1
Buendía, V., Santo, S., Bonachela, J., & Muñoz, M. (2020). Feedback mechanisms for self-organization to the edge of a phase tran-sition. Frontiers in Physics, 8. https://doi.org/10.3389/fphy.2020.00333
Buendía, V., Santo, S., Villegas, P., Burioni, R., & Muñoz, M. (2020). Self-organized bista-bility and its possible relevance for brain dynamics. Physical Review Research, 2(1). https://doi.org/10.1103/physrevresearch.2.013318
Chang, W. and Busser, J. (2020). Hospitality career retention: the role of contextual factors and thriving at work. Internation-al Journal of Contemporary Hospitality Management, 32(1), 193-211. https://doi.org/10.1108/ijchm-10-2018-0831
Chauhan, C. and Guleria, S. (2024). Employee retention practices in indian hotel indus-try., 739-756. https://doi.org/10.2991/978-94-6463-374-0_63
Chen, C. (2021). A Review of the literature on performance feedback and organization-al response. BCP Business & Manage-ment, 16, 129–132. https://doi.org/10.54691/bcpbm.v16i.296
Cherian, J., B, G. V., Paul, R. K., & Pech, R. (2021). Corporate Culture and Its Impact on Employees’ Attitude, Performance, Productivity, and Behavior: An Investiga-tive Analysis from Selected Organizations of the United Arab Emirates (UAE). Jour-nal of Open Innovation: Technology, Market, and Complexity, 7(1), 45. https://doi.org/10.3390/joitmc7010045
Chong, M., Gan, B. K. S., & Menkhoff, T. (2021). Enhancing students’ global competence through international business study mis-sions. Journal of International Education in Business, 15(2), 165–183. https://doi.org/10.1108/jieb-06-2020-0054
Christina, G., & Gürsoy, D. (2009). How to help your graduates secure better jobs? An in-dustry perspective. International Journal of Contemporary Hospitality Manage-ment, 21(3), 308–322. https://doi.org/10.1108/09596110910948314
Coffelt, T. A., Baker, M., & Corey, R. C. (2016). Business communication practices from employers’ perspectives. Business and Professional Communication Quarterly, 79(3), 300–316. https://doi.org/10.1177/2329490616644014
Communication Skills of a Teacher. (2020). International Journal for Innovative En-gineering and Management Research, 33–39. https://doi.org/10.48047/ijiemr/v09/i12/07
De Villiers, R. (2013). 7 Principles of highly effective managerial feedback: Theory and practice in managerial development interventions. The International Journal of Management Education, 11(2), 66–74. https://doi.org/10.1016/j.ijme.2013.01.002
Dong, X., Murray, A., & Heffernan, J. (2021). Competition among limestone depres-sions leads to self‐organized regular pat-terning on a flat landscape. Journal of Ge-ophysical Research Earth Surface, 126(5). https://doi.org/10.1029/2021jf006072
Elsafty, A. and Ragheb, M. (2021). The role of human resources management towards healthcare providers retention during covid-19 pandemic in egypt. International Business Research, 14(8), 67. https://doi.org/10.5539/ibr.v14n8p67
Eranza, D. R. D., Bagul, A. H. B. P., Lee, A. C. H., Bahron, A., & Razli, I. A. (2015). Human Resource Practices and Workers Em-ployability in Hotel Industry at Palawan Province and Quezon City Philippines, and Kuala Lumpur with Kota Kinabalu, Malaysia. BIMP-EAGA Journal for Sus-tainable Tourism Development, 4(1), 47–55. https://doi.org/10.51200/bimpeagajtsd.v4i1.3098
Gador, J. E. V. (2019). Unveiling the quality of service, influences, and challenges of the hospitality industry in the local tourists’ destination site in Cebu, Philippines. Journal of Tourism and Hospitality Man-agement, 7(1). https://doi.org/10.15640/jthm.v7n1a4
Ghani, B., Zada, M., Memon, K., Ullah, R., Khattak, A., Han, H., … & Araya-Castillo, L. (2022). Challenges and strategies for em-ployee retention in the hospitality indus-try: a review. Sustainability, 14(5), 2885. https://doi.org/10.3390/su14052885
Gino, F., & Staats, B. R. (2011). Driven by Social Comparisons: How Feedback about Coworkers’ Effort Influences Individual Productivity. Social Science Research Network. https://doi.org/10.2139/ssrn.1755051
Gómez-Schiavon, M. and El‐Samad, H. (2022). Cora—a general approach for quantifying biological feedback control. Proceedings of the National Academy of Sciences, 119(36). https://doi.org/10.1073/pnas.2206825119
Isa, M. F. M., Ugheoke, S. O., & Noor, W. S. W. M. (2016). The Influence of Organization-al Culture on Employees’ Performance: Evidence from Oman. Journal of Entre-preneurship and Business. https://doi.org/10.17687/jeb.0402.01
Islam, M., Hack‐Polay, D., Rahman, M., Hosen, M., Hunt, A., & Shafique, S. (2022). Work environment, hr practices and millennial employee retention in hospitality and tourism in bangladesh. International Journal of Emerging Markets, 19(4), 846-867. https://doi.org/10.1108/ijoem-06-2021-0859
Jadon, P. and Upadhyay, B. (2018). Employee retention in public and private hospital settings: an empirical study of its rela-tionship with participative climate, and role performance. Indian Journal of Commerce & Management Studies, IX(1), 37. https://doi.org/10.18843/ijcms/v9i1/06
Jenkins, A. D. (2001). Making a career of it? Hospitality students’ future perspectives: an Anglo‐Dutch study. International Jour-nal of Contemporary Hospitality Man-agement, 13(1), 13–20. https://doi.org/10.1108/09596110110365599
King, B. and Tang, C. (2018). Employee prefer-ences for industry retention strategies: the case of macau’s “golden nest eggs”. International Journal of Hospitality & Tourism Administration, 21(2), 115-140. https://doi.org/10.1080/15256480.2018.1429343
Li, C., Weixing, L., & Chen, Z. (2019). Perfor-mance Feedback and Organizational Re-sponses:A Literature Review and Pro-spects. Foreign Economics & Manage-ment, 41(10), 86–108. https://doi.org/10.16538/j.cnki.fem.2019.10.007
Lombard, M. D. (2014). Control, Communica-tion, and Knowledge-Building in Asian Call Centers. Communication & Language at Work, 3(3), 64. https://doi.org/10.7146/claw.v1i3.16565
McCartney, G., In, C., & Pinto, J. (2022). Covid-19 impact on hospitality retail employees’ turnover intentions. International Journal of Contemporary Hospitality Manage-ment, 34(6), 2092-2112. https://doi.org/10.1108/ijchm-08-2021-1053
Natanael, G., Ginting, C., & Siregar, S. (2022). Increasing nurse retention based on in-ternal service quality approach in batu bara hospital. International Journal of Health and Pharmaceutical (Ijhp), 3(1), 92-100. https://doi.org/10.51601/ijhp.v3i1.114
Raghb, A., Zaki, M., & Shehata, M. (2022). The antecedents and consequences of job sat-isfaction for rooms division’s employees in the egyptian hotels. International Jour-nal of Tourism and Hospitality Manage-ment, 5(1), 273-302. https://doi.org/10.21608/ijthm.2022.239698
Raman, S., McDonnell, A., & Beck, M. (2024). Hospital doctor turnover and retention: a systematic review and new research pathway. Journal of Health Organization and Management, 38(9), 45-71. https://doi.org/10.1108/jhom-04-2023-0129
Ray, P. and Singh, M. (2018). Effective feed-back for millennials in new organizations. Human Resource Management Interna-tional Digest, 26(4), 25-27. https://doi.org/10.1108/hrmid-09-2016-0128
Romero, J., & Kleiner, B. H. (2000). Global trends in motivating employees. Man-agement Research News, 23(7/8), 14–17. https://doi.org/10.1108/01409170010782091
Schneider, A. and Treisch, C. (2019). Employ-ees’ evaluative repertoires of tourism and hospitality jobs. International Journal of Contemporary Hospitality Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/ijchm-08-2018-0675
Setyorini, N. (2018). Communication Skills of Indonesian Employeesin Local, National, and Multinational Companies: Cultural and Symbolic Capital. Dinamika: Jurnal Sastra Dan Budaya. https://doi.org/10.25139/dinamika.v6i1.1221
Smith, W. W., Clement, J. C., & Pitts, R. E. (2017). Oh the places they’ll go. Examin-ing the early career path of hospitality alumni. Journal of Teaching in Travel & Tourism, 18(2), 109–122. https://doi.org/10.1080/15313220.2017.1416726
Smith, W. W., Clement, J. C., & Pitts, R. E. (2017b). Oh the places they’ll go. Examin-ing the early career path of hospitality alumni. Journal of Teaching in Travel & Tourism, 18(2), 109–122. https://doi.org/10.1080/15313220.2017.1416726
Taamneh, M., Taamneh, A., & Eid, A. (2024). Corporate social responsibility programs and employee retention: the mediating effects of employee trust in organization. Journal of Public Affairs, 24(4). https://doi.org/10.1002/pa.2964
Tagocon, R. D., & Talili, I. N. (2018). Manifesta-tion of Socio-Cultural components in the informal oral communication practices of the Teaching and Non-Teaching person-nel in the Philippines: an ethnographic inquiry. JPAIR Multidisciplinary Re-search, 32(1), 30–52. https://doi.org/10.7719/jpair.v32i1.574
Tews, M., Michel, J., & Allen, D. (2014). Fun and friends: the impact of workplace fun and constituent attachment on turnover in a hospitality context. Human Relations, 67(8), 923-946. https://doi.org/10.1177/0018726713508143
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