Republic of the Philippines

Mountain Province State

Polytechnic College
Bontoc, Mountain Province

CUSTOMER RELATIONS &

EMPLOYEE
RELATIONS

Module 3 of 5 modules

Specialized Guest Relations w/ Corporate Social Responsibility

Maria Fenerlin Sudaypan-Comafay

sudaypancomafay@[Link]
09291828951
School of Accountancy and Business Education Cluster
1st
Semester, SY 2020-2021

1
INTRODUCTION
Hospitality and tourism industry will not survive if the customer and employee’s
need and wants are not met and satisfied. The employees are said to be the backbone
of every industry while the customers are the blood bank of every business. In all kinds
of industry, the life of a business depends on the employee and customer satisfaction.
To understand further, you need to know the relationship between the business and the
employee and the relationship of business and customer.
This module will provide you an overview of what customer relations and
employee relations is, its importance in the hospitality and tourism industry, the legal
issues, the consumer’s rights, the employee and employers rights, and the elements of
a good employee relations plans.
This module will provide activities/ exercises at the end of the lesson. These
exercises must be answered completely in preparation for your chapter test to be given
on a set schedule. E-copies in PDF format of the module will also be available and
additional notes will also be provided as additional readings. You will be given a week to
accomplish this module. If you have any questions, please don’t hesitate to contact me
through the contact information written in the front page of this module.

Module 3: Customer Relations & Employee Relations

LESSON 1: Customer Relations
LESSON 2: Employee Relations

LEARNING OUTCOMES
At the end of the module, you should be able to:
1. deduce the importance of customer relations in achieving success
in the hospitality and tourism organization; and
2. analyze the importance of healthy working relationships within an
organization.

PRE-TEST
Multiple choice
Instruction: Read carefully each statement below. Select
your answer from choices in the box. Write the letter of
your answer on the space provided before each number.
Have FUN!
______1. This refers to the people who purchase, use, and dispose of products for
themselves and their homes, they do not sell on that item that they bought
______2. This refers to the people who is said to be the end user of a product
______3. This refers to the process and manner by which a business develops,
establishes, and maintains relationships with its customers.
______4. This refers to the basic right of a consumers wherein they are given the
opportunity to select from a variety of products at competitive prices
______5. This refers to the basic right of a consumers to have accurate and
adequate information about the product/service
______6. This refers to the international deception to derive an unfair economic
advantage over an organization.
______7. This refers to the consumer’s act in attempts to obtain free goods or
services by making a fraudulent complaint.
______8. This refers to the consumer acts of avoiding fault by making fraudulent
claims and trying to shift responsibility to company.

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 ______9.
______9.
This refers to the movement to protect consumers from an imbalance of power on
the side of business and to maximize consumer welfare
______10.This refers to an individual or business who hired or employs people for a
certain task/job.
______11.This refers to a person who gets paid to work for a person or company to
do a specific job
______12.This refers to the protests that take place out-side the workplace.
______13.This refers to the employee’s action in refusing to perform any duties that
are additional to the work they normally are required to perform.
______14.This refers to the concealed (covert), unofficial expressions of conflict in
the workplace
______15.This refers to a company's efforts to manage relationships between
employers and employee

A. Absenteeism, Vandalism and Sabotage H. Employers

B. Consumer Fraud I. Consumerism
C. Customer J. Customer
Relations
D. Employee [Link]
Relations
E. Fault Transferors L. Right to Choose
F. Freeloaders M. Picket Lines
G. Right to Be Informed N. Work-To-Rule

LESSON 1: Customer Relations

 The Costumer Relation
 Basic Consumer Rights and Legal Issues
 Business Organization Responsibility to consumers

Objectives:
At the end of the lesson, you should be able to:

1. deduce the importance of customer relations in achieving

success in the hospitality and tourism organization;
2. identify the rights of the consumers and legal issues of
customers; and
3. recognize the business organization responsibilities to
consumers.

Let’s activate our Brain Power!!

Instruction: Read and analyze each statement and try to answer as much as
possible by encircling the letters of your answer. Fighting!!! AJA!!

1. A complaining customer is:

A. Always right
B. Almost right
C. Often lying

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 D. Always the customer
2. Customers who complain:
A. Had unhappy childhoods
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are doing you a service in identifying what isn’t working in your
organization
3. CRM stands for:
A. Customers Rarely Matter
B. Can’t Remember Much
C. Communicating Random Meaning
D. Customers Rudimentarily Managed
E. Customer Relationship Management
4. Customers who complain want ___________________
A. Something for nothing
B. To be heard and have their experience validated
C. To vent for the sport of it
D. To be made majority shareholders in the company
5. Customer Service Culture is
A. A new form of yogurt where the lid removes itself for you
B. Behavior being analyzed in a Petrie dish for contagions
C. A mythical civilization in which everyone smiles and welcomes you when
they meet
D. An environment where customer service permeates the thinking of the
entire company

Let’s find out if your answers on this activity are correct in the lesson below.

Who are the customers?

Customers are people who purchase, use, and dispose of products for themselves
and their homes., they do not sell on that item that they bought (Schmitz,2012). All of
us can are consumers
In the hospitality and tourism industry, we call our customer as guest, example:
hotel guest, restaurant guest.

What Is Customer Relations?

Customer relation is the process and manner by which a business develops,
establishes, and maintains relationships with its customers (Scalia, 2018). Remember
that customer gives life to our business. Businesses rise and fall through the support of
their customer. Try to recall any of your experiences. When there was a time when you
bought a product, apply, consume or use it. However, you were disappointed with the
result and never bought that product again. Or when you went in a restaurant and the
staff treated you very well and accommodated you finely; you would want to go back in
there isn’t it?
Consequently, it is absolutely essential that you develop effective customer
relations. On a practical level, customer relations are effectively communicating with
your customers and promptly addressing complaints and treating them as opportunities
for improvement. In other words, listen to your customers!
Aside from that, placing customers/guests at the center of all of your business
activities is a central component of building effective customer relations that includes
product design, quality, and pricing (Scalia, 2018). In other words, you need to see the
world through the eyes of the customer, with them at the center and your role as
serving the needs of your customers/guests.

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Why is customer relationship important?
According to Kulpa
(2017), a strong relationship
with customers will benefit your
business in a number of
different ways and these are:
 You'll build goodwill and
increase the value of your
business.
 Your customers will remain
loyal to your business.
 You'll attract new customers
with good word of mouth

Source: [Link]

Consumer vs. Customer

We often use the terms ‘consumers’ and ‘customers’ interchangeably.
However, they do not always have the same meaning. A customer is not always the
consumer.
Customers purchase things, but consumers use them (Pradesh,2020). For
example, the secretary Kim (Customer)booked a room at MPSPC Hotel for two nights
and three days for his boss Lee Min Ho (Consumer).
The difference between consumers and customers impacts how businesses
market their products (Pradesh, 2020). For example, we all know that kids love
swimming and playing during summer, in the hospitality, promotion are created not for
the adult but for the kids. The kid’s happiness is always the parent’s priority, that’s why
the promotional tools are directly targeting
the kid’s attentions. One more thing,
parents usually buy toys, if the consumers –
children – demand them. Therefore, toy
companies should target children in their
marketing efforts. Children will subsequently
react to the marketing efforts by influencing
what adults buy. Of course, in many cases,
consumers and customers are the same
people. A ladies’ clothing store will sell
mainly to the end users.

Source: [Link]

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 Basic Consumer Rights
The table presented below is limited to the eight basic consumer rights as
defined by Consumers International (2011) and adopted by the National Consumer
Affairs Council of the Department of Trade and Industry in the Philippines. Consumer
awareness is referred to as the perception or understanding of these rights by
consumers.

Table 1: Basic Consumer Rights

All consumers have the Right: Description
To choose  Access to a variety of products at
competitive and reasonable prices.
 To the extent possible, consumers
have the opportunity to select from a
variety of products at competitive
prices

Source: [Link]

To safety  Protection of health, safety, and

financial well-being in the
marketplace.
 The business has an obligation not to
knowingly market a product that
could harm consumers. Implies that
all products should be safe for their
intended use, include instructions for
proper and safe use, and have been
Source: [Link] sufficiently tested to ensure
reliability.
To be informed  Opportunity to have accurate and
adequate information on which to
base decisions and protection from
misleading or deceptive information.
 Any information, whether
communicated in written or verbal
format, should be accurate adequate,
and free of deception so that
consumers can make a sound
decision.
Source: [Link]

To be heard  Consideration given to consumer

interests in government processes.
 Relates to opportunities for
consumers to communicate or voice
their concerns in the public policy
process. This also implies that
governments have the responsibility
to listen and take consumer issues
Source: [Link] into account.

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 To

  Opportunity to express
dissatisfaction and to have the
complaint resolved effectively.
 Consumers also have the right to
express dissatisfaction and seek
redress restitution from a business when a
Source: [Link] good or service does not meet their
expectations.
To privacy  Protection of consumer information
and its use.
 This right relates to consumers’
awareness of how personal data are
collected and used, and it places a
burden on firms to protect this
information.

Source: [Link]

Now that we have discussed the rights of a consumer, let’s look at the legal issues
below that concerns us as consumers

LEGAL ISSUES
ECONOMIC ISSUES
Consumers expect the products they purchase to perform as guaranteed by their
sellers. Same goes to you, you don’t want to purchase something that you can’t even
use or like a plane ticket and cannot use that ticket at all. The firm’s economic
responsibilities include following through the promises made in the exchange process
like if a hotel promised a luxurious suite room then as a guest you expect that you will
experience the luxurious suite room they promised. Another example is when a
restaurant promised a 50% discount on given hours, it is expected that during those
hours you will have 50 % discount.

CONSUMER FRAUD
According to Fay (2012) consumer fraud refers to an instance in which an individual
suffers a financial or personal loss because of unfair, deceptive, false, illegitimate or
misleading business practices used by an individual or business. This type of fraud can
happen to anyone at any age, but the elderly and young adults are targeted more often
than other age groups. So as future business owners how could we protect ourselves
from this fraud?
Below is some helpful information that could help us in the future. The following
are fraudulent activities done by consumers for their advantage according to Harris &
Reynolds (2005).
Motivations for Deceitful Consumer Complaints
Table 2: Motivations for deceitful consumer complaints
Motivation Description Explanation/examples
Freeloaders Consumer attempts to Hotel guest who always
obtain free goods or complain about everything
services by making a without valid reason for
fraudulent complaint. the hotel to give them
complimentary or treats.

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Source: [Link]

Fraudulent Return Consumer buys product Online sellers are very

and knows that he or she much familiar this, a buyer
will attempt to return it for will order then when you
a refund. send it they will cancel
their order and ask for a
refund
Source: [Link]

Fault Transferors Consumer avoids fault by In a restaurant setting, a

making fraudulent claims guest orders food
and trying to shiftsometimes they will not
responsibility to company. inform you about their
allergies or things they
don’t like and when you
deliver their food they will
start to blame you or the
restaurant. Guest do this
Source: [Link] for the establishment to
give them freebies or to
make their meal free.
Solitary Ego Gains While alone, consumer In here consumer
voices illegitimate complains to make them
complaints to enhance his feel good about
or her feelings of self- themselves or they feel
worth and ego. like they should be treated
more important that the
other consumers.
Source: [Link]

Peer-Induced Esteem If there is an audience, “Scandalous” is the term

Seekers consumer perceives there used to describe them for
to be benefits of voicing during this time this
fraudulent complaints. consumer feel good in
complaining because of
the presence of other
people, they may also
assume that they will get
sympathy from other
Source: [Link] people.
Disruptive Gains Consumer expresses Here, the consumer just
insincere complaints solely wanted to give you trouble
to cause disruption (e.g., or we term this as “Trip ka
get employee into trouble) pagtripan”

Source: [Link]

Now, you already know the different motives of consumers to deceit you. We’re not
saying that everybody will do this, but there are some customers who does this. You

8
 have
to
know how to discern which is which. Alright, now we have to understand the
responsibility of business organizations to consumers.

Business Organization Responsibility to consumers

According to Shaheen and Smith (2019), business organization has responsibility to
consumers in terms of product, customer health and safety and so with the marketing
labeling. Below is the summarized list of responsibilities the business Organization has
to their customers:

FEDERAL TRADE COMMISSION (FTC)

Enforces federal antitrust and consumer protection laws. Within this agency, the
Bureau of Consumer Protection works to protect consumers against unfair, deceptive,
and fraudulent practices. In 1914, the U.S. Congress passed legislation creating the FTC,
primarily in an effort to combat trusts and anti-competitive business practices. While
the agency continues that effort, its role has since been
expanded to cover a variety of consumer rights issues.
The FTC's Bureau of Consumer Protection is tasked with
enforcing federal laws dealing with unfair or deceptive
practices throughout the consumer economy. For
instance, the bureau has taken an important step to
curb telemarketing fraud through the creation of the
National Do Not Call Registry. This popular service
allows people to bar for-profit organizations from making
unsolicited calls to their home telephones.

Source: [Link]

In the Philippine under the Republic Act No. 7394 ([Link]) or The
Consumer Act of the Philippines “is the policy of the State to protect the interests of the
consumer, promote his general welfare and to
establish standards of conduct for business and
industry. “It aims to:
 protect the interest of the consumer;
 promote his/her general welfare;
 establish standards of conduct for
business and industry; and
 protect people against hazards to health
and safety, and deceptive and unfair
sales acts and practices.

Source:[Link]
HEALTH AND SAFETY
The business organization has the responsibility to make sure that all products or
services they gave to the consumer are good for the health and safe. Just like the food
that is being served in the restaurant, chef, managers, and staff must always make sure

9
 that
the food
they serve is fresh and not spoiled to avoid food poisoning. Aside from that, they also
have to make sure that the restaurant is safe and free from dangers like slippery floors,
old building structure, isolated area and the like.
In the United States of America, the government passed the Pure Food and Drug
Act in 1906the first in a series of legislation designed to regulate the quality of food and
pharmaceutical products. The act banned manufacturers from selling mislabeled
products, from adulterating food with unacceptable ingredients, and from misleading
consumers with false claims (Encyclopedia, 2020)

MARKETING, ADVERTISING, and PACKAGING

Business organization have the responsibility to make sure that their marketing,
advertising is all true and not deceiving, that they also have a quality product
packaging.

PRODUCT LIABILITY
Product liability refers to a business’s legal responsibility for the performance of
its products and its quality, let’s say for example, one of the hotel main product is the
pool, if incase that a guest who swims the pool finds that the water is dirty and she had
rushes because of it, then the hotel is responsible for it, from here medication check till
she gets well or someone or something is drowned in the pool then the hotel is
responsible for the death of the guest.

INTERNATIONAL ISSUES
Most developed nations have laws and offices devoted into dealing with the
consumer issues specially on the exports and imports.
Let’s take for example this current
pandemic that strikes the whole world. Covid19
makes all consumer cautious and extra-careful
to avoid contact with the virus. A sudden
temporary closure for most business firms was
implemented to slow down the spread of this
virus. Now that every nation has to at least try
to recovery all the lost income from the past
month, every establishment are now required to
make sure that all are, display, products are
safe, clean and sanitize. Even employees are
required to have swabbing and test every now
and then to make sure consumers safety.
Source: [Link]

ETHICAL ISSUES
Business Organization has the legal responsibility to the consumer to make sure
that they always act ethically, from the
company to the way they treat and served
their consumers.
If a consumer complain about
something like the food is not good, or the
room given to them is not the one they
book, the organization staff must listen and
act ethically not violating the right of the
consumer.

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 President John F. Kennedy proclaimed a Consumer Bill of Rights that includes the
rights to choose, to safety, to be informed, and to be heard.
Source: [Link]

Consumerism
The movement to protect
consumers from an imbalance of power on
the side of business and to maximize
consumer welfare in the market place or
the protection or promotion of the
interests of consumers. Business
establishment will boost you to spend
more on their products through discount
and sales. A good example of this are the
piso fare, 50% discount, and the like.
Source: [Link]

PHILANTHROPIC ISSUES
From a strategic perspective, a firm’s ability to link consumer interests to
philanthropy should lead to stronger economic relationships.
Companies will have more successful philanthropic efforts when the cause is a
good fit with the firm’s product category, industry, customer concerns, and/or location.

Strategic Implementation of Responsibilities to Consumers

“Social responsibility entails relationships with a variety of stakeholders—including
consumers and many firms are finding
creative ways to meet these
responsibilities.”
Resources devoted to this effort may
include programs for educating and
listening to consumers, surveys to discover
strengths and weaknesses in stakeholder
relationships, hiring consumer affairs
professionals, the development of a
community relations office, and other
initiatives.
Source: [Link]

IT’S YOUR TURN!

Now that you are well armed with the knowledge of what a
specialized Guest relation and corporate social responsibility, let’s set
our minds and answer the following questions. Please write your
answers on the attached answer sheet

1. Instruction: Read and analyze the situation below and answer the following
question
In a restaurant or a hotel what do you think is the importance and role of
customer relations in achieving success in the organization? Write your answer on
the activity sheet attached on this module.

2. Instruction: Identify what are being asked. Write your answer on the activity
sheet attached on this module.
 Identify 3 rights of the consumer and briefly discuss them in your own words.

11
 
Identify 2 legal issues and briefly discuss them according to your own
understanding. Write your answer on the activity sheet attached on this module.

3. Instruction: Recognize 3 responsibilities of a business organization to the

consumers. Write your answer on the activity sheet attached on this module.

(Note: Attached rubric will be used as an assessment guide on the activities that
appears on this module)

LESSON 2: Employee Relations

 The Employer and Employee
 The Rights of an Employer and the Rights of Employees
 Elements of a Good Employee Relations Plan

Objectives
At the end of the lesson, you should be able to:
1. deduce the importance of healthy working relationships
within an organization;
2. identify the rights of an employer and employee; and
3. recognize the elements of a good employee relations plan.

It’s a puzzle time!

Before we proceed, do this activity first.
Instruction: Below is a crossword puzzle containing 10 different key
words that are important in our lesson. Try to highlight or encircle as much
as you can. Have fun!!!
Hard work workforce tenure security quality employment
Insurance loyalty employee
H A R D W O R K K Q E
A S D F G H J K R A M
W Q R Q Q T Q S O S P
O A E A E E A E W D L
R Z Y S R N Z C Y F O
K X O D T U X U T G Y
F C L F Y R S R I H M
O B P G U E W I L J E
R B M H I R C T A K N
C N E J O Y V Y U Q T
E C R K P U B A Q A L
W M V K O I N S K L Z
I N S U R A N C E O X
Q Q W Q R W Q R Q Y C
W W O A E O A E A A B
E R R Z Y R J O Y L B
R T K X O K K P U T N
E M P L O Y E E V Y Z

Toutes no’s felicitations!!You were able to finish it! Now let’s define and discuss
the words you have highlighted.
Who is the employer?

12
 According to Oxford Dictionary, an employer is an individual or business who
hired or employs people for a certain task/job.

Who is the employee?

According to Oxford Dictionary, an employee is a person employed for wages or salary,
especially at non-executive level.
What does 'Employee Relations' mean?
According to Shinn (2015) the term 'employee relations' refers to a company's efforts
to manage relationships between employers and employees. An organization with a
good employee relations program provides fair and consistent treatment to all
employees so they will be committed to their jobs and loyal to the company. Such
programs also aim to prevent and resolve problems arising from situations at work.
Employee relations programs are typically part of a human resource strategy
designed to ensure the most effective use of people to accomplish the organization's
mission. Human resource strategies are deliberate plans
companies use to help them gain and maintain a competitive
edge in the marketplace. Employee relations programs focus
on issues affecting employees, such as pay and benefits,
supporting work-life balance, and safe working conditions.
One of the most effective ways for a company to
ensure good employee relations is to adopt a human resource
strategy that places a high value on employees as
stakeholders in the business. Stakeholders are people who
are committed, financially or otherwise, to a company and
are affected by its success or failure. When employees are
treated as more than just paid laborers, but as actual
stakeholders with the power to affect outcomes, they feel
more valued for the job they do. Source: [Link]

Great! Now you know the difference between an employee and employer, let’s
understand further.
Five Key Rights of an Employer
Employees have important rights, but so do the businesses that employ them. If
you are an employer, it is important to understand your rights, and what you should
expect from the men and women you employ. You have the right to expect certain
things from your employees. You have an obligation to be a good boss to those you
hire, but you should also expect those workers to live up to their own responsibilities.
Below are employers right according to Jackson White Law (2019).
[Link] have the Right to Contest the Compensability of a Claim
Employees have the right to file claims for compensation, but you as an
employers do not have to accept those claims without requiring proof. You may request
such a review on a variety of different grounds, including stating that the injury in
question was unrelated to employment, disputing the extent of injuries or even claiming
that the employee was not injured at all. This contestability of claims is an important
right all employers have, and it is one you should take advantage of should the
circumstances be appropriate. For example, an kitchen staff was reported injured and
asking for compensation or assistance, before you approve the request, you have to
check if the injury was caused by work or it happen in the working premises. If the staff
was injured because they got drunk the night before, then that’s another story.

2. You have the Right to Demand Hard Work

13
 The
workers you hire for your business have the right to fair treatment, but you deserve the
same consideration. As the
employer, you have the right to
demand hard work from those you
hire, and your employees have a
responsibility to do their jobs to the
best of their abilities. If a particular
worker is less productive than he or
she should be, you have a right to
demand more satisfactory
performance You are paying a fair
wage, and you deserve quality work
for your investment. (You didn’t pay
your employees to sleep at work
isn’t it?) In most firms, you also
have the right to demand overtime work from those you hire, although many employers
will ask for overtime volunteers before making those extra hours mandatory. In the
absence of volunteers, however, you do have the right to require overtime during
periods of peak activity, and you should not be afraid to ask for those additional hours
when you need them. Source: [Link]

3. Protection of Your Trade Secrets

Whether your business is in the health care field, the tourism industry or
something else, chances are you have trade secrets that give you a competitive
advantage. Your employees are required to respect the proprietary nature of those
trade secrets, and you have the right to demand that the information not be shared or
otherwise disclosed.

Your trade secrets are your property, and they do not belong to your employees.
These legally protected trade secrets may
include things like customer lists and list of
suppliers, pricing information, strategic
planning and financial data. It is important to
lay out your policy clearly, so those you hire will
understand the rules – and the penalties for
unauthorized disclosure of your trade secrets.

An example of this trade secrets are the food

recipe’s you have developed in the kitchen for
so long.

Source: [Link]

4. Loyalty for Your Workforce

As an employer, you do not have the right to unregulated loyalty, but you do
have the right to demand your workers act in your best interests and not their own.
Employees do not have the right to make deals on the side, and they should not be
soliciting business for their own benefit.
If you find that your employees are engaging in such unethical behavior, you
have the right to take the appropriate action. Those actions can include anything from a

14
 stern
reprimand to immediate termination, depending on the severity of the behavior in
question and your own needs as an employer.
Let’s take for example a housekeeping room attendant, a room attendant has an
open access into guest rooms, and sometimes there are guest who just leave their cash
scattered in the room tables or in the bed or someplace visible. Let’s say the room
attendant is tempted

to take the money. If the guest

complaints to Mangement and
the room attendant is caught,
he can be terminated
immediately.

Source: [Link]
5. The Right to Quality Conscientious Work
As an employer, you have the right to demand hard work from your employees,
but you also have the right to expect top quality work. From salespeople who work on
commission to front office personnel in a five-star hotel, you have the right to expect
work that is up to the high standards you have set. You may not have the right to
expect perfection, and no employer can
hold their workers to such an unrealistic
standard. What you should expect is
that workers will learn from their
mistakes, and that they will do their
best to avoid repeated problems. If you
find the work unsatisfactory, you have
the right to demand a higher standard
of quality. You also have the right to
terminate employees who fail to meet
the quality standards you have set.
There is a strong focus on worker rights
in this country, so much so that the
complementary rights of the employer
often get lost in the shuffle.
Source:[Link]
Even so, you have the right to demand hard work, quality work and honest
behavior from those you hire. After all, you are the one who’s paying the bills, and you
are the one who signs the paycheck. Employees have rights, but the rights of the
employer are just as critical. Understanding those rights, and the responsibilities of your
employees, can be key to your success as a business owner and an employer.

You see, employers have alot of rights too. So, as future hotelier or restaurant owners,
you have to remember this thing.
Now, not only the employers have rights,
even the employees have their rights too.
Let’s discuss them below.
The Employees
An employee is someone who gets
paid to work for a person or company to do

15
a
specific job. Hired by the employer after an application and interview process results in
his or her selection. Workers don't need to work full time to be considered employees.
They simply need to be paid to work by an employer (the person or business that pays
them). Examples are wait staff, chef, admin, coordinator, instructors.
Source:[Link]
According to Cesarios (2019) employees today are, on average, more highly
educated than in the past. They demand more challenging, interesting work, greater
involvement in decision- making processes and autonomy at their workplace. The
increasing practice of negotiating employment agreements at the workplace level
means that employees will be more closely engaged in the process of developing new
or changed agreements.

Rights of Employees
The Bureau of Working Conditions, a staff department of the Department of Labor
and Employment, compiled a list of Basic Rights that every worker is entitled to. These
rights ensure the safety and health of all workers.

1. Equal Work Opportunities for All

The State shall protect
labor, promote full employment,
provide equal work opportunity
regardless of gender, race, or
creed; and regulate relations
between employees and
employers.
This simply means that “no
discrimination”, regardless of your
skin color, school you graduated
from, your religion or your place of
origin, if you are qualified for a
certain position or promotion then
your company must give it to you.

Source:[Link]

2. Security of Tenure
Every employee shall be assured security of tenure. No employee can be
dismissed from work except for a just or authorized cause, and only after due process.
Just cause refers to any wrongdoing committed by an employee; authorized cause
refers to economic circumstances that are not the employee’s fault.
An example of this, if you’ve
been working as room attendant for
almost 10 years then the company
cannot just fire you in exchange for a
new employee or any other just
reason, you have the right to demand
what belongs to you.

16
 Source: [Link]
3. Work Days and Work Hours
An employee must be paid according to the wages agreed for all hours worked. If
their work hours fall between 10:00 p.m. and 6:00 a.m., they are entitled to night shift
pay in addition to their pay for regular work hours. If they work over eight hours a day,
they are entitled to overtime pay.
Let’s say you work in a restaurant and you signed a contract that state that you
are to be Php 1000.00 a day, then expect to receive this amount as a payment for a
day. The employer must follow whatever is written in the contract.

4. Weekly Rest Day

A day-off of 24
consecutive hours after six (6)
days of work should be
scheduled by the employer
upon consultation with the
workers or at least a day out of
seven days in a week.

Source: [Link]

5. Wage and Wage-Related

Benefits
Wage is the amount
paid to an employee in
exchange for to the service
that they rendered to their
employer. Wage may be fixed
for a given period.

Source: [Link]
6. PAYMENT OF WAGES
Wages should be paid directly to the employee in cash, legal tender, or through a
bank and shall be given not less than once every two weeks or twice within a month at
intervals not exceeding 16 days.

7. FEMALE EMPLOYEES
Women are prohibited from
engaging in night work unless the
work is allowed by the following
rules: industrial undertakings
from 10 p.m. to 6 a.m.,
commercial/non-industrial
undertakings from 12 m.n. to 6
a.m., or agricultural takings at
night provided that she has had
nine consecutive hours of rest.

17
 Welfare facilities, such as separate dressing rooms and lavatories, must be
installed at the workplace.
Source: [Link]

8. EMPLOYMENT OF CHILDREN
The minimum employment age is 15 years of age. Any worker below 15 years of
age should be directly under the sole responsibility of parents or guardians provided
that work does not interfere with the child’s schooling or development.
The minimum age of employment is 18 years for hazardous jobs, and 15 years for
non-hazardous jobs. Hazardous jobs are like exposure to chemicals, and fireworks
companies.

9. SAFE WORKING CONDITIONS

Employers must provide workers with every kind of on-the-job protection against
injury, sickness or death through safe and healthful working conditions.
For example, in all corners of the kitchen, there is first aid kit and Personal
protection equipment, provide hand gloves and mask to housekeeping attendant and
make sure that the building structure is sturdy.

10. RIGHTS TO SELF-ORGANIZATION AND COLLECTIVE BARGAINING

Every worker has the right to self-organization, i.e., to form or to join any
legitimate workers’ union, free from interference of their employer or the government.
All workers may join a union for the purpose
of collective bargaining and is eligible for
union membership on the first day of their
employment.
Collective bargaining is a process
between two parties, namely the employer
and the union, where the terms and
conditions of employment are fixed and
agreed upon. In collective bargaining, the
two parties also decide upon a method for
resolving grievances. Collective bargaining
results in a contract called a Collective
Bargaining Agreement (CBA).

Source:[Link]

Alright! Now, you know the different rights you have as future employees in the
industry, lets now move on the relationship of the employee and employer.

Employee and Employers Relationship

Happy employees are productive employees. Successful businesses know how to
manage relationships to build lasting employee satisfaction. Learn the meaning of
employee relations and understand the essential elements of an effective employee
relations program.

Workers Are Important

The most important part of any business is its people. No business can run
effectively without them. But people don't work in a vacuum; they need to communicate
and work with others to get their jobs done. Employers need to manage relationships in

18
the
workplace to keep the business functioning smoothly, avoid problems, and make sure
employees are performing at their best.

Elements of a Good Employee Relations Plan

According to Turley (2019), to achieve an effective employee relations plan, the
following elements must be observed and practiced in the organization:

Employee relations policies

An effective employee relations program always starts from the creation of
policies, this describe the company's philosophy, rules, and procedures for addressing
employee-related matters and resolving problems in the workplace. Many companies
have one or more employee relations representatives
So what is employee relations representatives?
Employee relations representatives,
Employee relations representatives are people who work in the human resources
department to ensure that company policies are followed fairly and consistently.
Employee relations representatives work with employees and supervisors to resolve
problems and address concerns.
An employee relations program is
not a one-size-fits-all solution. Strategies
for good employee relations can take
many forms and vary by a number of
factors, including industry, location,
company size, and even individual
leadership philosophies. For example,
issues that concern construction workers
on the job can be very different from the
problems facing nurses or accountants.
Nevertheless, there are some elements
that all good employee relations programs share. Source: [Link]

Communication
Perhaps the most important element for successful relationships with employees
is communication. To feel engaged in the business, employees need to be informed of
what's going on with the company, including management's plans and how those plans
may affect their jobs. Conversely, when management withholds information, this can
result in mistrust of leadership and damage to employee morale. Management can keep
workers informed of the latest developments by any number of means, including email
announcements, newsletters, employee portals, regular meetings, and special events.
Effective communication goes both ways; employees should feel as though their
opinions, feelings, and concerns are being heard by managers.
Open lines of communication can be informal, such as day-to-day interactions
between employees and supervisors, or formal mechanisms for employee feedback,
such as workplace satisfaction surveys or grievance and appeals procedures.
Grievances and appeals are processes that allow employees to challenge management
decisions or labor issues through a formal dispute resolution process.

Employee Recognition
Many organizations conduct periodic (often annual) employee performance
reviews and provide opportunities for individual recognition. Employees will be more
engaged if they feel like they are recognized for their efforts and ideas. Employees can
be rewarded for their years of service or for an outstanding contribution or
achievement. Who doesn't like being recognized for a job well done.

19
Employee performance reviews
Employee performance reviews are
an opportunity to have a dialogue with
employees about what they are doing well
and where there are opportunities for
improvement. Performance reviews should
include goal setting with input from the
employee to establish performance
expectations in advance. Evaluations
should be fair and objective based on
those goals. Feedback should focus on pre-
established criteria and be limited to
behavior that can be controlled by the
employee. Employees can be rewarded for
their years of service or for an outstanding contribution or achievement.
Source: [Link]
Example: Southwest airlines CEO Herb Keller said “ I can’t anticipate all of the
situations that I will arise at the stations across our system. So what we tell our people
is, ‘Hey, we can’t anticipate all these things; you handle them the best way possible.
You make a judgement and use your discretion; we trust you’ll do the right thing. If we
think you’ve done something erroneous, we’ll let you know- without critism, without

backbiting.”
Source: [Link]

Empowerment
Empowerment is the assignment of decision-making responsibility to individual. It
requires sharing of information organizational
knowledge that enable empowered employees
to understand and contribute to organizational
performance, giving the authority to make
decisions.
Empowered employees know that their
managers trust them to make the right
decision at the right time to enable the guest
to get the service expected.
Managerial unwillingness to make
employees to make decision can lead to loss
of employee self-respect, loss of self-
confidence loss of interest.

20
 Source: [Link]

Five Keys in Implementing Effective Empowerment Program

 Training. Employees must understand their areas of responsibility.
 Willingness. Be able to make decisions about their jobs and be willing to do so
 Measurement. Employees must have goals and standards against which the
results of their decisions can be
measured
 Incentives. Rewards need to be
attached to successful
performance.
 Managerial buy-in.
Management must be willing to
accept empowered employees,
let them make their own
decisions, and not interfere.

[Link]
Managing Fairly
When employees feel treated fairly by
their organization, have higher levels of job
satisfaction and performance, and engage in
more helping behaviors and fewer harmful
behaviors.
Employees who feel unjustly treated tend
to call in sick more often, have poor morale,
and may even steal from the company.
People will compare themselves with others
in terms of inputs and outputs.

Source: [Link]

According to to Turley (2019), mmotivation of a person is correlated to his

perception of justice, equity and fairness. While evaluating fairness, employee
compares the job input (in terms of contribution) to outcome (in terms of compensation)
and also compares the same with that of another peer of equal category.
 Walk the talk; set the example. Employees respond more to what you do than
what you say.
 Pay attention to communication.
 Be fair, ethical and equitable.
 Praise, praise, praise
 People give you the right to direct them. Know how to earn that right.
 Don’t just support your frontline employees; trust them as well
 Give people a chance to grow and get better, and then reward them for it.
 Your frontline employees are heroes; make their jobs fair, fun, interesting and
important.

MOTIVATION
Motivation is a simple idea that is difficult to put into practice. To motivate means
to insist desire within a person that encourages the person to act (Turley, 2019).
Motivation factors: Those factors that are strong contributors to job satisfaction

21
Hygiene factors: Those factors that are not strong contributors to satisfaction but that
must be present to meet a worker’s expectations and prevent job dissatisfaction
Organizations of all kinds offer us inducements to join them and incentives and
rewards to stay with them. In return, they expect us to make organizational
contributions as the price of membership

Stick and Carrot Approach

The traditional style of ‘'Stick’
discipline and punishment appears to
have produced negative rather than
positive results and has increased the
hate between management and
workers (Shinn, 2015).
In contrast to this, the 'carrot '
approach, involving approval, admire
and recognition of effort has markedly
improved the work atmosphere,
produced the 'goods' and given the
workers enormous satisfaction.
Source: [Link]

Managers of hospitality employees need to use the same guestology principles

with their internal guest.
“Walt Disney was the originator of the practices that came to be called
Guestology. The Disney organization remains the world’s foremost practitioner of the
Art & Science of
serving their
Guests.”

GUESTOLOGY, a
term originated by
Bruce Laval of Walt
Disney Company,
refer to a scientific
study of guest
behavior to learn
more about meeting
and exceeding the expectations of its guests.
Source: [Link]

IT’S YOUR TURN!

Now that you are equipped with the knowledge of what
an Employee Relations is, let’s test our learnings and
complete the activity below.

1. Instruction: Deduce the importance of healthy working relationships within a

hotel or restaurant organization. Write your answer on the activity sheet attached
on this module. What do you think is the impact of having a good employee-
employer relationship? How does this benefit the establishment? What do you
think is the advantages of having a healthy employee-employer relationship in
the organization?

22
 2.
Instruction: Identify what are being asked. Write your answer on the activity sheet
attached on this module.
 Identify 5 Rights of an Employee
 Identify 5 Rights of an Employer

3. Instruction: Identify at least 3 elements of a good employee relations plan and

give a situation each as examples. Write your answer on the activity sheet
attached on this module.

POST ASSESSMENT
See attached post assessment at the end of the lesson.

REFERENCES

Bailey, T. A. (1930). "Congressional opposition to pure food legislation, 1879–1906."

American Journal of Sociology 36): 52–64.

Bhatt,G.R.(1995). Consumerism concept and its need in our era.

ConsumersInternational, volume 15.

Carpenter, D. (2001). The forging of bureaucratic autonomy: reputations, networks and

policy innovation in executive agencies, 1862–1928. Princeton, NJ: Princeton
University Press, 2001.

Cesarios, M. (2019). Business management. retrieved from

[Link]
1-flash-cards/

Consumers International (2011).retrieved

from[Link]

Driver, M.(2006). Beyond the stalemate of economics versus ethics: corporate social
responsibility and the discourse of the organizational self. J Bus Ethics 66:337–
356

Dunphy D, Griffiths A, Benn S. (2003). Organizational change for corporate

sustainability.
Routledge, [Link]:[Link]

Encyclopedia (2020). Pure food and drug act. Retrieved from

[Link]
and-drug-act-1906

Fay, B. (2012). Consumer fraud. Retrieved from

[Link]
%20Cnsumer%20Fraud,illegitimate%20or%20misleading%20business
%20practices

Graafland, R. (2017). Corporate social responsibility. Retrieved

23
 From
[Link]

Harris,L.C., & Reynolds. (2005). When service failure is not service failure: an
exploration of the forms and motives of “illegitimate” customer complaining.
Journal of Services Marketing. Cardiff Business School, Cardiff University, Cardiff,
Retrieved from [Link]
doi=[Link].6274&rep=rep1&type=pf

Ibarra,V., & Revilla, C. (2014). consumers’ awareness on their eight basic rights:
a comparative study of Filipinos in the Philippines and Guam

Idowu,S., Capaldi,N., Zu,L., & Das Gupta,A. (2018). Motives of CSR. Retrieved
from:[Link]
8_655

International Journal of Management and Marketing Research, v. 7 (2) p. 65-78,

[Link] from [Link]
abstract_id=2655817#:~:text=The%20eight%20consumer%20rights%20are,and
%20Right%20to%20healthy%20environment.

Jackson, E. (2015). Meaning and scope of social responsibility.

Retrieved[Link]

Krajowej, A. (2015). The essence of corporate social responsibility and the performance
of
selected company. Czestochowa University of Technology Published by Elsevier
Ltd. Retrieved from: ([Link]

Kulpa, J. (2017). Why is customer relationship management so important? Retrieved

from [Link]
customer-relationship-management-so-important/#916f9b87dacd

Official Gazette (1992). Republic Act No. [Link] from

[Link]

Pradesh, A. (2020). Difference between customer and consumer. BYJU. Retrieved

from[Link]
#:~:text=However%2C%20a%20consumer%20is%20someone,commodity
%20and%20makes%20the%20payment.&text=Sometimes%2C%20both%20the
%20customer%20and,good%20for%20their%20personal%20use.

Scalia, S. (2018). Customer relations: definition & concept. Retrieved

from[Link]
[Link]#:~:text=Customer%20relations%20is%20the%20process,maintains
%20relationships%20with%20its%20customers.&text=On%20a%20practical
%20level%2C%20customer,them%20as%20opportunities%20for
%20improvement.

Schmitz, A. (2012). Marketing principles. Retrieved

from[Link]
[Link] chapter 3: Consumer Behavior: How
People Make Buying Decisions,

24
Shaheen, R., & Smith, S. (2019). Product responsibility and customer care: customer
health and safety; marketing and labeling; and customer privacy. Retrieved from
[Link]
customer-care/

Shinn, J. (2015). What is employee relations? - Definition & Concept. (2015, June 1).
Retrieved from [Link]
[Link]

Turley, C. (2019). Elements of employee engagement. Retrieved from

[Link]

Young, J. H. (1989). Pure food: securing the pure food and drug act of 1906. Princeton,
NJ: Princeton University Press,
.

Reflection Rubric Assessment Guide

25
 The
rubric will be used as an assessment guide on the activities that appears on the
Category Excellent Very Good Good Fair Fair Needs
15 12 9 6 Improvement
3
Organization Information Information Information The Information
is very is is organized information is not only
organized organized by appears to organized
with well- with well- paragraphs be but
constructed constructed are not well disorganize inaccurate.
paragraphs, paragraphs constructed d.
use of , and and
subheadings information information
and is factual is factual.
information and
is factual correct.
and correct.
Quality of Information Information Information Information Information
Information / clearly clearly clearly has little to has nothing
Content relates to relates to relates to do with the to do with
the main the main the main main topic. the main
topic. It topic. It topic. NO topic.
includes provides 1- details
several 2 and/or
supporting supporting examples.
details details
and/or and/or
examples. examples.
Mechanics No Almost no A few Many The whole
grammatical grammatic grammatical grammatic text needs to
, spelling or al, spelling , spelling or al, spelling be revised
punctuation or punctuation or due to
errors. punctuatio errors. punctuation grammatical,
n errors. errors. spelling and
punctuation
errors.
activities given in the module.

NAME: ____________________________________________________________________________

26
Contact Number: _________________________________________________
Specialized Guest Relations w/ Corporate Social Responsibility
Module 3: Customer Relations & Employee
Relations
LESSON 1: Customer Relations
Instruction: Read and analyze the situation below and answer the following question
In a restaurant or a hotel what do you think is the importance and role of customer
relations in achieving success in the organization?
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________

Instruction: Identify what are being asked. Write your answers on the space provided.
Identify 3 rights of the consumer and briefly discuss them in your own words.
1._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__
2._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__
3._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
_

Identify 2 legal issues and briefly discuss them according to your own understanding.
1._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__
2._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__

27
Instruction: Recognize 3 responsibilities of a business organization to the consumers
and write them on the space provided below.
1._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__
2._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
__
3._______________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
_

LESSON 2: Employee Relations

Instruction: Deduce the importance of healthy working relationships within a hotel or
restaurant organization. Write your answer on the given space below.
What do you think is the impact of having a good employee-employer relationship? How
does this benefit the establishment? What do you think is the advantages of having a
healthy employee-employer relationship in the organization?
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
___________

Instruction: Identify what are being asked. Write your answer on the space provided.
Identify 5 Rights of an Employee
1._________________________________________________________________
2._________________________________________________________________
3._________________________________________________________________
4._________________________________________________________________
5._________________________________________________________________

Identify 5 Rights of an Employer

1._________________________________________________________________
2._________________________________________________________________
3._________________________________________________________________
4._________________________________________________________________
5._________________________________________________________________

Instruction: Identify at least 3 elements of a good employee relations plan and give a
situation each as examples.
1. _________________________________________________________________
2._________________________________________________________________

28
3._________________________________________________________________
4._________________________________________________________________
5._________________________________________________________________

29