PRODEV REVIEWER
I. Four Major Competencies
According to the study by Zehrer and Mössenlechner, successful hospitality professionals need four core sets of
competencies:
1. Social and Communicative Competencies
The ability to cooperate and interact positively with others (colleagues, guests, and stakeholders).
• Key Skills: Self-expression, active listening, team skills, conflict resolution, and persuasion.
• Application: Being "likable" and pleasant even during stressful situations.
2. Personal Competencies
The ability to be critical of oneself regarding values, attitudes, and ideals to achieve self-improvement.
• Key Skills: Self-motivation, willingness to learn, emotional intelligence, stress management, and intercultural skills.
• Application: Demonstrating friendliness, hospitality, and empathy.
3. Activity and Action-Oriented Competencies
The ability to operationalize social values and personal ideals into actual work tasks.
• Key Skills: Initiative, being proactive, creativity, decision-making, and assertiveness.
• Application: Handling "mise en place," troubleshooting guest problems, and maintaining professional grooming.
4. Professional and Methodological Competencies
The ability to translate concepts and techniques learned through education into effective work strategies.
• Key Skills: Language facility (e.g., learning a guest's native language), problem-solving, and conceptual skills.
• Application: Managing a service encounter for multicultural guests.
II. Training vs. Development
While often used interchangeably, they serve different purposes in Human Resources:
Feature Training Development
Teaching specific skills, concepts, or techniques Activities that lead to the improvement of existing skills,
Definition
to improve current job performance. knowledge, and attitudes for future growth.
Knife skills, POS system operation, biometric Scholarship for a Master's degree, international property
Examples
payroll orientation. tours, executive coaching.
III. The Onboarding Process
• New Employee Orientation: Often called "being baptized in the workplace." It covers company history, culture,
and operations.
• Probationary Period: Varies by company but usually lasts up to six months (as required by law for tenure in
some regions). Employees can be terminated for underperformance during this time.
• Computer-Based Training (CBT): Increasingly popular due to COVID-19. Benefits include:
o Cost/time efficiency.
o Informational consistency.
o Ability to train multiple locations simultaneously.
IV. Classification of Training Courses
1. Personality Enhancement
Aims to improve behavior and work attitudes.
• Examples: Social Skills & Business Etiquette, Stress Management, Cultural Sensitivity, Basic Foreign Languages
(Mandarin, Nihongo, etc.).
2. Technical and Productivity
Prepares employees for job-specific tasks.
• Examples: Guest Registration, Concierge Operations, Butler Services, Basic Salesmanship, Internal Audit
Procedures.
3. Mandatory Courses
Required by law to ensure public safety and protection. Failure to provide these can lead to loss of business licenses.
• Examples: Laws on Serving Alcoholic Beverages, First Aid/CPR, Fire Safety, Data Privacy, Quarantine Protocols.
4. Management Courses
Designed for supervisors and executives to help them "think like entrepreneurs."
• Examples: Strategic Planning, Yield Management, Conflict Management, Executive Leadership, Financial
Management.
This reviewer summarizes the key concepts from the provided textbook pages, covering Employee Training, Succession
Planning, Competency vs. Proficiency, and Industry Certifications.
I. Designing Functional Employee Training
There are four essential steps in creating an effective training and development program:
1. Assess Business Impact: Align the training strategy with the company’s end goals.
2. Evaluate Skill Gaps: Identify how current performance issues (slowdowns or service drops) impact production and
critical thinking.
3. Layer Learning Methods: Use progressive phases and identify the most effective delivery techniques for
modules.
4. Assess Efficacy and Sustain Gains: Treat development as a work-in-progress to help employees gain
confidence for tougher environments.
II. Succession Planning and Management
Definition: The process of identifying critical positions and creating a "talent pipeline" to ensure business continuity when
employees leave, retire, or move up.
Key Concepts:
• Internal vs. External Hiring: Internal hiring is generally better for morale as it shows a path for career growth.
Relying only on external hires can reflect poorly on a company’s internal training.
• The Understudy Program: For sensitive or high-level positions, a candidate may undergo a 6-month to 1-year
program where the exiting manager trains the successor.
• Secondment: A temporary intervention (1 to 24 months) where an employee from another branch/outlet is
"loaned" to a distressed outlet to fill a vacancy.
• Probationary Period: New hires or promoted staff typically undergo a 6-month period to assess readiness before
becoming "regularized" or tenured.
Recruitment Timelines (Suggested):
Level Internal Recruitment External Recruitment Understudy Program
Staff 5-6 weeks 4-5 weeks 1-2 months
Supervisory 6-7 weeks 5-6 weeks 2-3 months
Level Internal Recruitment External Recruitment Understudy Program
Managerial 7-8 weeks 6-7 weeks 3-6 months
III. Competency vs. Proficiency
Understanding the difference between these two is vital for workforce planning:
• Competency: A measurable pattern of knowledge, skills, and attitudes (the "How"). It identifies what needs to be
included in training (e.g., "Good listening skills").
• Proficiency: A snapshot of what success looks like on the job (the "Results"). It is a measure of performance and
observable behaviors that achieve specific results.
IV. Professional Certifications
Certifications serve as symbols of excellence and can often be a substitute for a college degree in the tourism industry.
1. TESDA (Philippines)
The Technical Education and Skills Development Authority issues National Certifications (NC) and Certificates of
Competency (COC).
• Examples: Bartending (NC II), Cookery (NC II), Housekeeping (NC II, III, and IV), Front Office Services (NC II).
• Assessment: Includes written tests, oral exams, and practical demonstrations (e.g., table skirting or napkin
folding).
2. Global Culinary & Hospitality Certifications
Certification Awarding Organization
ServSafe / HACCP Standard Food Safety Organizations
Certification Awarding Organization
Certified Master Chef American Culinary Federation
Certified Food & Beverage Executive American Hotel and Lodging Educational Institute (AHLEI)
Intermediate/Advanced Wine Certificate International Sommelier Guild
Certified Human Resources Professional Institute of Human Resource Professionals
I. Industrial or Applied Research
II. Continuous Professional Education (CPE)
The three main purposes for pursuing CPE are:
1. To remain abreast of industry trends and developments.
2. To broaden one’s perspective and perform better/more productively.
3. To spearhead innovations in the organization.
Funding and Service Bonds
• Methods: Scholarship, company sponsorship, or self-financed.
• The Service Bond: If an employee is sponsored, they are required to remain with the company for a set period
(months or years).
• Penalty: Failure to complete the service bond may result in the employee reimbursing all sponsored education
expenses.
Ways to Pursue CPE
• Higher Education: Master’s or Doctorate degrees.
• Executive Programs: In-campus, modular, or online.
• Specialized Training: Highly technical training.
• Events: Conferences, seminars, webinars, and symposia.
• Workplace Learning: Internships, apprenticeships, cross-training, or secondment.
III. Professional Certifications & Organizations
Match these accurately for your exam:
Certification Awarding Organization
Certified Hotel Administrator American Hotel and Lodging Educational Institute (AHLEI)
Certified Hospitality Revenue Manager American Hotel and Lodging Educational Institute (AHLEI)
Certified Human Resources Professional Institute of Human Resource Professionals
Professional Certified Coach International Coaching Federation
Certified Purchasing Professional APS
Certified Fitness Coach Fitness First
Board Certification in Therapeutic Massage National Certification Board for Therapeutic Massage and Bodywork
IV. Chapter Summary Key Concepts
The "Training vs. Development" Distinction
• Training: Refers to teaching, educating, and inculcating new skills to help an employee improve job performance.
• Development: Refers to the improvement of existing skills of an employee.
Competency Categories
• Social Skills: Customer service, communication, networking, flexibility, and organizational skills.
• Employee Training Categories: Orientation, personality enhancement, technical and productivity, mandatory
courses, and management courses.
• Succession Planning: It is easier to implement a succession plan (filling future vacancies) if employees are well-
trained.
Benefits of CPE
• Boosts qualifications and skill sets.
• Enhances morale and motivation.
• Enables one to leave their "comfort zone."
• Broadens network and affiliations.
• Opens new opportunities in other organizations or territories.
Global Code of Ethics for Tourism – Summary Table
Article Article Title Key Points (Summary)
Tourism’s Contribution to Respect cultural diversity; follow host country laws and traditions; promote mutual respect
Article
Mutual Understanding and between tourists and host communities; protect tourist safety; encourage responsible
1
Respect tourist behavior and travel awareness.
Tourism as a Vehicle for Respect equality and human rights; protect vulnerable groups (children, women,
Article
Individual and Collective indigenous peoples); reject exploitation; promote cultural, educational, and health tourism;
2
Fulfillment support tourism education.
Article Tourism as a Factor of Protect the environment; conserve natural resources; manage tourist flows; protect
3 Sustainable Development ecosystems and biodiversity; promote sustainable tourism and ecotourism.
Article Protect and preserve cultural heritage; safeguard monuments and historic sites; use tourism
Tourism and Cultural Heritage
4 income for preservation; support traditional arts, crafts, and cultural identity.
Article Tourism as a Beneficial Encourage community participation in tourism planning; improve local living standards;
5 Activity for Host Communities support vulnerable and rural regions; require responsible and sustainable investments.
Provide honest and accurate information; ensure safety, health, and security of tourists;
Article Obligations of Tourism
respect cultural and religious practices; assist tourists during emergencies; issue
6 Stakeholders
responsible travel advisories; promote ethical media reporting.
Article Tourism should be accessible to all; linked to rest and leisure; promote social tourism;
Right to Tourism
7 provide access for youth, elderly, and persons with disabilities.
Ensure freedom of movement; provide access to communication and assistance; protect
Article
Liberty of Tourist Movements tourists’ personal data; simplify visa and travel procedures; allow currency exchange in
8
compliance with laws.
Protect labor rights; provide training and social protection; support small and medium
Article Rights of Tourism Workers and
enterprises (SMEs); encourage international mobility; promote corporate social
9 Entrepreneurs
responsibility and fair partnerships.
Article Implementation of the Global Encourage cooperation between public and private sectors; recognize the role of
10 Code of Ethics international organizations; promote fair resolution of disputes related to tourism ethics.
Workplace Ethics & Unethical Practices Reviewer
Prevention / Ethical
Topic Definition Examples / Explanation
Practice
• Equal opportunity
• Unfair hiring
employment
• Unequal pay or benefits
Treating a person or group unfairly because • Anti-discrimination
Discrimination • Giving heavier workload to some
of bias or prejudice. policies
employees
• Diversity training
• Unfair promotion or evaluation
• Inclusive company rules
• Practice honesty
Lying, cheating, or hiding the truth to gain • Giving false information
Dishonesty • Transparency in actions
advantage or avoid responsibility. • Cheating in reports or work tasks
• Follow company rules
Lying while under oath in legal • Providing false information in • Always provide truthful
Perjury
proceedings. legal forms or sworn testimony sworn statements
Stealing small quantities of company • Taking office supplies for personal • Monitor inventories
Pilferage
property. use • Promote honesty
• Clear payment systems
Forcing someone to pay unofficial fines or • Charging unauthorized or illegal
Mulcting • Strict anti-extortion
charges. fees
policies
• Strict anti-bribery policies
Giving or receiving something of value to
Bribery • Giving money to avoid penalties • Transparency and
influence decisions.
monitoring
• Confidential reporting
Forcing someone to give money or services • Threatening to reveal secrets in
Extortion systems
using threats or intimidation. exchange for money
• Strong company policies
• Proper citation
Using someone else’s work without giving • Copying documents, slogans, or
Plagiarism • Respect intellectual
proper credit. articles
property
Prevention / Ethical
Topic Definition Examples / Explanation
Practice
• Verification systems
Forgery Falsifying signatures or documents. • Forging checks or contracts
• Employee training
• Document authentication
Falsification Altering documents to deceive others. • Editing records or reports illegally
• Strict penalties
• Transferring company funds
• Segregation of duties
Fraud / Computer Intentional deception to gain money or illegally
• Regular audits
Fraud benefits, often using technology. • Hacking or manipulating financial
• Background checks
data
• Verify registration with
Ponzi / Pyramiding Investment scam where old investors are • Fake investment opportunities SEC/DTI/BSP
Scheme paid using money from new investors. promising high returns • Report suspicious
schemes
Stealing personal information for illegal • Using someone’s bank or social • Strong passwords
Identity Theft
use. media accounts • Avoid strangers online
Adding false expenses to receive extra • Reporting fake travel or meal • Accurate receipts
Expense Padding
money. costs • Financial monitoring
Non-Liquidation of Failure to properly report or settle cash • Not submitting receipts or expense • Submit liquidation reports
Funds advances. reports on time
Taking property or money without • Stealing company items or • Security systems
Theft
permission. shoplifting • Promote honesty
• Security systems
• Drug trafficking
Organized crimes committed by groups on a • Background checks
Syndicated Crimes • Illegal gambling
large scale. • Law-enforcement
• Human trafficking
coordination
BATCH 2
Category Topic Clear & Accurate Definition Prevention / Management / Effects
Substance use disorder that affects brain
Workplace Drug Use & Drug-free workplace policies; awareness
function and behavior, leading to
Misconduct Addiction programs; counseling and rehabilitation.
dependence and poor work performance.
Illegal selling, transporting, or Strict security measures; report suspicious
Drug Trafficking
distributing prohibited drugs. activities; cooperate with authorities.
Threatening or attempting to cause Conflict-resolution training; zero-tolerance
Assault
physical harm to another person. violence policy.
Frequent or habitual absence from work Clear attendance policy; wellness programs;
Absenteeism
without valid reason. employee support.
Faking or exaggerating illness to avoid Medical verification; attendance monitoring;
Malingering
work responsibilities. enforce honesty.
Repeated aggressive behavior that Anti-bullying policy; reporting systems; promote
Bullying
harms or intimidates others. respect.
Working a second job without employer Require disclosure; enforce conflict-of-interest
Moonlighting
approval, causing conflict of interest. rules.
Operational Risks & Extreme carelessness resulting in Safety training; strict safety protocols;
Gross Negligence
Property Crimes serious harm or damage. supervision.
Intentional destruction of company
Sabotage Monitoring systems; address grievances properly.
property or disruption of operations.
Intentional and malicious burning of Fire safety systems; surveillance; background
Arson
property. checks.
Willful destruction or defacement of
Vandalism Security systems; disciplinary sanctions.
property.
Hygiene & Unsanitary Behaviors or conditions that cause Follow sanitation standards; regular cleaning and
Company Standards Practices contamination or health risks. inspection.
Category Topic Clear & Accurate Definition Prevention / Management / Effects
Proper personal cleanliness and healthy Provide washing facilities; encourage daily
Hygiene
habits. cleanliness.
Maintaining neat and professional
Grooming Enforce dress code; provide proper uniforms.
appearance.
Company Written rules guiding employee conduct Regular updates; employee orientation and
Policies and procedures. compliance.
Effects: air & water pollution; climate change;
Deterioration of the environment due to
Environmental Environmental soil erosion; biodiversity loss; health risks.
pollution and misuse of natural
Sustainability Degradation Promote environmental protection and
resources.
responsible resource use.