7. What is the Company profile and Background of L’Fisher Hotel?
Answer: First opened in Sept. 29 1990, L’Fisher Hotel proved instrumental in shaping what is now
touted as the “tourism strip” of Bacolod City. In a privileged location, along Lacson Street, the hotel is
right in the heart of the city’s business and commercial district – a welcoming sanctuary of warmth and
relaxation, brilliantly suited for and preferred by both local and foreign travelers. L’Fisher Hotel has
recently launched efforts to uplift its facilities to a whole new calibre – renovating more than 30 of its
rooms to better cater to the needs and comforts of their guests. L'Fisher Hotel now has 3 towers, with
each tower being different hotel classes and offering different amenities. The 1st tower is the main hotel
where the most prestigious suites and rooms are located. The 2nd tower is called Chalet where the roof
deck with pool and night resto is located. Chalet rooms are also more affordable. The 3rd tower is
located at a separate building beside the main tower and is called the Ecotel. This hotel class offers the
most affordable rooms amongst the 3 towers.
What is the nature of operations in L’Fisher Hotel?
Answer: L'Fisher Hotel is primarily concerned with providing the guests accommodation and leisure as
well as related services. The hotel accommodates functions, events, occasions such as birthdays,
alumni, and weddings, and simple overnight stays. The hotel also has 3 different restaurants namely
Ripples, Chalet, and L'Sea as well as a rooftop pool and spa.
8. So far what decision you made as a employee in L’Fisher Hotel in a certain Situation? And what is
your position in L’Fisher Hotel?
Answer: I worked as a Sales Associate in L'Fisher Hotel. My job was to tend to customers' inquiries face-
to-face, through phone calls, and via emails. I booked room reservations, functions, and made contracts as
well. During my stay, I faced different types of customers and had to handle each of them in various ways
as well. The major decision I made was to accommodate the inquiries of one very vulgar man through
phone call. That man, whom I will not mention the name, wanted to stay in the 3rd tower for 5 consecutive
days. However, when I said that he had to pay in full 3 days before the booking date, he was totally
enraged and starting calling me names like "stupid". Despite him badmouthing me, I decided to stay silent
and be as calm as I could. He ended up apologizing upon noticing that I was no longer speaking back and
I was just listening. The booking pushed through and it couldn't have been that way if I did not handle him
the way I did.
What diversity issues you have been encountered as a employee in your respective company?
Answer: I had plenty of experience in terms of diversity. Even in our office--the Sales and Marketing
Office--there was a diverse mix of employees including myself. Our marketing manager was from Manila,
she acts and speaks very intimidatingly and she's obviously from a different culture. Two of our officemates
are nearly seniors, so they act more like our mothers and "titas" and we have to be very sensitive when
talking to them. Two of our officemates are middle aged and more on the family-oriented side, so their
approach is also different from the rest. And the rest of us are young adults who are just starting with our
careers, so we're mostly the ones who effortlessly understand one another. Outside our office, we have
guests with a wide variety of backgrounds and races from businessmen to celebrities and Americans to
9. And how did you cope up on that certain issues and what is the solution that your company did
in order to prevent/to solve that kind of instances/solution?
Answer: Well, there is no easy and best way to cope with a lot of diversities in just one place. In the
office, I did all that I could to adapt to every changes and different personalities and behaviors that my
co-workers had. It was vital that I was keen and observant in a way that was not obvious. Everyday, I
observed how they engaged with customers and I also observed how they interacted with one another,
so I would know how I would approach them like I was one of them even though I was new. The
biggest challenge was to be "equal" and comfortable despite the variety of age and personalities in the
office. With regards to how the company solved the issues diversity might have entailed, the
company's solution was to hire us, the employees who are very much qualified and capable of treating
the customers the best way possible and providing all of them with the same level of respect and
service despite all of our unique differences.
How the company policies affects the employees work/responsibility?
Answer: I personally believe that the policies of L'Fisher Hotel greatly helped shape me up to become
the employee that the hotel expected me to be. It was what made each of us equal within the
company. It promoted good work behavior and discipline. In general, the policies guide the employees
to understand their duties as individuals and as members of various teams in the company. It is vital
for a company to have well disseminated policies to maintain order and a strong sense of responsibility
among the employees.
10. What we have Learned during the Interview:
In this interview I learned, that if we can handle or resolve customer concerns with respect, these
difficulties provide an excellence chance to broaden our knowledge by learning from the different people.
In what she said to interview she had encountered general issue about the old man which leads to conflict
due to varied opinions and preferences and she handle those issue on how she will make it as an
advantage to further enhance the performance and operation of the company. And the actions that the
company does to resolve this issue are very important so that the employees can collaborate and work
through despite of their differences.
- Arribas Karen
After the interview I learned that we need to be a observant person because enables us to take a step
back and peer into ourselves and others. And also we need to Encourage employees to focus on each
other’s strengths and create cross-functional teams so that individuals from different backgrounds can
work together. Employers should encourage and support employees to ensure they feel that they have a
voice. and of course we need also to understand the customer because it's our responsibility.
- Bantiling Wenah
11. I’ve learned that understand your customers' needs and come up with ideas to fulfill them. Diversity in the
workplace will also increase employee morale and instill a desire to be more effective and work more
efficiently These jobs are becoming ever more varied, hotel industry is very important As new
generations of travelers demand accommodation that matches their lifestyle, so hospitality education
must adapt and keep race. AIl is emerging to help businesses achieve higher levels of personalization.
- Bornales April
After knowing the diversity issues, I have learned that in order for a group to work all must communicate
and open to corrections. We cannot do things alone and we really need someone to correct and teach us
in the way that we do not know for us to grow as a person. I am amazed as well on how they managed
the issues and improve more their company. In the future, it is really a big help for me and my group
mates to know about all this things so that if this case happen we know how to handle the situation.
- Estilo, Aubrey Anne
In this interview I learned that through line of a diverse workforce is a one way to better business
outcomes such as generating new, innovative ideas and better business performance; leaders are having
to focus intentionally on the organization’s workplace culture, employee engagement and satisfaction,
and the legal implications of bringing together a workforce that is anything but homogenous and most of
all the attitude in handling costumers in difficult circumstances and this is not only our job but also our
passion to serve people.
- Vicente Ma. Erica
