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ASIAN COLLEGE DUMAGUETE

College of Business Administration and Accountancy

Dr. V. Locsin Street 6200 Dumaguete Central Visayas

INDUSTRY INTERVIEW FINAL OUTPUT

In Partial Fulfillment of the Requirements for in Fundamentals of

Productions and Operations Management

Interviewee’s Name:

Ms. Jennifer Yee

Position and Company Name:

Manager/Receptionist, Tiptop Hotel

Submitted by:

Labia, Frankie Angelo C.

Tagorda, Alexa Mikaella

Veranio, Jee Clyde J.

Barrera, Jhonroe L.

Cavile, Carlo J.

241-2/ 2nd Year

Course: BSA

Date Submitted:

June 25, 2025

Submitted to:

Mr. Roland Albon

Instructor
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I. Introduction

Purpose of the interview

The purpose of our interview with the manager of Tiptop Hotel is to understand how the hotel

operates on a daily basis and how different challenges are managed. As the manager, she is

responsible for overseeing staff, ensuring smooth operations, and maintaining high standards of

customer service. She shared how she handles tasks such as checking reservations, managing

staff schedules, monitoring room availability, and responding to guest concerns.

Through the interview, we learned how she deals with common issues like overbookings, late

check-ins, guest complaints, and unexpected problems during busy days. She explained how

important it is to stay organized, communicate clearly with the team, and always be ready to

make quick decisions. She also mentioned using tools like reservation systems and doing daily

team meetings to keep everything on track.

Overall, the interview helped us understand how effective management, teamwork, and good

communication are essential in running a hotel smoothly and keeping guests satisfied.
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Brief background of the Study

Tiptop Tower Suite Inn, commonly known as Tiptop Hotel, is a cozy 2½- to 3-star property

located along the South National Highway in Calindagan, Dumaguete City, Negros Oriental.

Opened in 2010 and renovated in 2017, it has 40 fully air-conditioned rooms spread across three

floors. The hotel offers essential amenities like private bathrooms, hot and cold showers, cable

TV, and free Wi-Fi throughout .

Mission

To provide guests with a comfortable, convenient, and welcoming stay through attentive and

efficient service.

Vision

To be recognized as a top-value boutique hotel in Dumaguete, combining convenience,

connectivity, and comfort for guests.

II. Summary of Interview Responses

A. What is your role in the company and what does a typical workday look like?

To be a receptionist and a manager at the same time. The typical workday of both receptionist

and manager is to check emails, respond to messages, review daily tasks, answering phone calls

and to entertain walk-in guests.

B. Can you explain the basic operations flow of your department or company?

To perform inventory check of all available rooms, prioritize those rooms with reservations and

those make-up rooms and to always double check if the guest already paid for the room or not.

C. Have you experienced bottlenecks in your operations? If so, what causes them?

Yes, because of lack of communication, limited resources, and inefficient processes.

D. How do you identify that a bottleneck is happening? What are the signs?

As the manager of Tiptop Hotel, I shared that bottlenecks usually show through long check-in

lines, delayed room availability, repeated guest complaints, overworked staff, booking errors,

and supply shortages. These issues often come from poor coordination, system delays, or lack of

planning. To address them, we use tools like a centralized booking system, daily team meetings,

and regular feedback monitoring to improve communication, prevent delays, and keep operations

running smoothly.

E. What tools or techniques do you use to address or monitor bottlenecks?

The tools or techniques I used to address bottlenecks are flowcharts, process mapping, and real

time monitoring.
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F. How does a bottleneck affect the overall performance or output of your operations?

The bottleneck affects the overall performance of the business because of lack of efficiency and

customer satisfaction.

G. Can you share an example of a specific bottleneck you’ve solved? How was it resolved?

As both the manager and receptionist of Tiptop Hotel, I once faced a bottleneck during a fully

booked weekend when many rooms weren’t ready at check-in time, causing long lines and guest

frustration. I quickly coordinated with housekeeping to prioritize urgent rooms, assisted at the

front desk, and kept guests informed and calm. Afterward, I improved our system by aligning

cleaning schedules with check-in times and using a checklist to track room readiness.

H. What role does technology play in preventing or managing bottlenecks?

It plays a crucial role in our hotel business because it enables more efficient processes, real-time

monitoring and optimized resource allocation.

I. What advice would you give to future operations management in dealing with bottlenecks?

The advice I would give to them is to always communicate with co-workers, to have confidence

and teamwork.

J. How important is teamwork in addressing operational challenges like bottlenecks?

As both manager and receptionist, teamwork is very important in addressing operational

challenges like bottlenecks because it ensures tasks are completed faster, communication is clear,

and everyone works together to solve problems efficiently. With good teamwork, staff can

support each other, reduce stress, and maintain smooth operations even during busy or difficult

times.
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III. Personal Reflection and Analysis

A. Key insights gained

During the interview, our group gained a comprehensive understanding of hotel operations,

particularly from the perspective of a hotel manager. One of the key insights we learned is the

importance of being organized and well-prepared in order to handle the daily responsibilities and

unexpected challenges that come with managing a hotel. The manager emphasized that effective

communication between departments—especially between the front desk and housekeeping—is

essential in maintaining smooth operations and avoiding delays, such as in room turnovers or

guest check-ins. She also shared her real-life experiences in handling common bottlenecks like

overbookings, guest complaints, late arrivals, and supply shortages. These situations often

required quick decision-making, flexibility, and the ability to remain calm under pressure, which

are all crucial traits of a successful hotel manager. The interview also highlighted how teamwork

plays a major role in solving operational problems, especially when everyone on the staff

understands their responsibilities and communicates clearly with one another. Through proper

coordination, daily meetings, and the use of practical tools like booking systems and checklists,

the hotel is able to maintain a high level of service even during peak periods. Overall, the

interview gave us a deeper appreciation of the challenges and solutions in hotel management and

showed us that running a hotel efficiently requires not just individual effort but strong

collaboration, strategic planning, and a commitment to guest satisfaction.

B. Surprising findings or new knowledge

One surprising finding our group discovered during the interview was how much multitasking

and real-time problem-solving a hotel manager handles on a daily basis. We expected hotel

operations to be more routine, but we learned that the manager constantly has to adjust plans

based on guest behavior, staff availability, and unexpected situations like overbookings or late

check-outs. Another new insight was how a single small issue, such as a delay in housekeeping

or a missing supply, can affect the entire flow of operations and lead to guest dissatisfaction. We

also didn’t realize how helpful tools like booking systems, checklists, and daily staff briefings

are in preventing these problems. It was eye-opening to see how behind-the-scenes teamwork

and communication directly impact the guest experience. This interview gave us a better

understanding of the complexity of hotel management and the skills required to keep everything

running smoothly.

C. Relevance to your studies or future career

This interview is very relevant to our studies and future career because it gave us a practical

understanding of how business operations work in real life, especially in the hospitality industry.

As accountancy students, we are trained to focus on financial data, budgeting, and internal

controls—but this experience showed us how those concepts are applied in actual business

situations. We saw how important proper planning, cost control, and resource management are in

ensuring the success of a business like a hotel. Understanding how operational issues such as

overbookings, staff shortages, or supply delays affect income and expenses helps us see the

bigger picture of business performance. In our future careers, whether we work as accountants,

auditors, or financial analysts, experiences like this will help us give better advice to business

owners and managers because we understand both the financial and operational sides. It also

reminded us that strong communication, problem-solving, and teamwork are just as important as

technical accounting skills in the workplace.

D. Recommendations based on your understanding

Based on our understanding as a group, we would recommend a few key improvements to help

Tiptop Hotel further enhance its operations and prevent future bottlenecks. First, we suggest the

implementation of a more automated and real-time hotel management system that can integrate

bookings, housekeeping updates, and guest requests to avoid miscommunication and delays. This

would make it easier for the front desk and other departments to stay aligned, especially during

peak hours. Second, we recommend having a more structured scheduling system for both staff

and room turnovers, ensuring that there are always enough team members available during high-

demand periods to avoid overworking employees and delaying services. Third, regular training

sessions for staff on customer service, multitasking, and system usage could help improve

performance and guest satisfaction. Lastly, we believe it's important for the hotel to track key

performance indicators (KPIs), such as room turnover time, average guest waiting time, and

guest satisfaction scores. These metrics will help identify early signs of operational issues and

allow for timely improvements. Overall, these recommendations aim to improve efficiency,

strengthen teamwork, and maintain the quality of service that guests expect from Tiptop Hotel.

IV. Conclusion
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Summary of major takeaways

The major takeaways from our interview and observations at Tiptop Hotel revolve around the

importance of organization, communication, and teamwork in hotel management. We learned

that smooth daily operations rely heavily on proper coordination between departments, especially

during peak hours or when unexpected issues arise. The manager’s role requires multitasking,

quick decision-making, and the ability to handle pressure while still providing quality service to

guests. We also discovered how operational challenges like overbookings, delayed room

turnovers, and supply shortages can directly affect customer satisfaction and overall business

performance. Tools like booking systems, checklists, and regular staff meetings play a key role

in preventing these bottlenecks. Most importantly, we realized that the knowledge we gain from

our accountancy course such as budgeting, resource allocation, and performance tracking is

essential in supporting efficient business operations. This experience gave us a deeper

appreciation of how financial and operational aspects work together and prepared us for future

roles in the business world.

Final thoughts on the importance of addressing e-banking bottlenecks in global finance

Addressing e-banking bottlenecks is extremely important in global finance because the world

today relies heavily on fast, secure, and seamless digital transactions. Bottlenecks such as system

downtimes, transaction delays, poor cybersecurity, and limited cross-border support can lead to

serious consequences including financial losses, customer dissatisfaction, and even loss of trust

in financial institutions. For businesses and individuals operating globally, the ability to transfer

funds, access accounts, or perform transactions at any time is critical.

As global finance becomes more digital and interconnected, solving these bottlenecks means

improving infrastructure, strengthening cybersecurity, enhancing system integration, and

ensuring real-time access across borders. It also involves regulatory coordination between

countries to ensure smooth international e-banking operations.

Therefore, addressing these issues not only supports financial inclusion and economic growth but

also builds resilience and trust in the global financial system. In a rapidly evolving digital

economy, efficient and reliable e-banking is no longer optional but it is essential.

V. Appendices
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Transcript or Summary of the Interview

A. What is your role in the company and what does a typical workday look like?

To be a receptionist and a manager at the same time. The typical workday of both receptionist

and manager is to check emails, respond to messages, review daily tasks, answering phone calls

and to entertain walk-in guests.

B. Can you explain the basic operations flow of your department or company?

To perform inventory check of all available rooms, prioritize those rooms with reservations and

those make-up rooms and to always double check if the guest already paid for the room or not.

C. Have you experienced bottlenecks in your operations? If so, what causes them?

Yes, because of lack of communication, limited resources, and inefficient processes.

D. How do you identify that a bottleneck is happening? What are the signs?

As the manager of Tiptop Hotel, I shared that bottlenecks usually show through long check-in

lines, delayed room availability, repeated guest complaints, overworked staff, booking errors,

and supply shortages. These issues often come from poor coordination, system delays, or lack of

planning. To address them, we use tools like a centralized booking system, daily team meetings,

and regular feedback monitoring to improve communication, prevent delays, and keep operations

running smoothly.

E. What tools or techniques do you use to address or monitor bottlenecks?

The tools or techniques I used to address bottlenecks are flowcharts, process mapping, and real

time monitoring.

F. How does a bottleneck affect the overall performance or output of your operations?
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The bottleneck affects the overall performance of the business because of lack of efficiency and

customer satisfaction.

G. Can you share an example of a specific bottleneck you’ve solved? How was it resolved?

As both the manager and receptionist of Tiptop Hotel, I once faced a bottleneck during a fully

booked weekend when many rooms weren’t ready at check-in time, causing long lines and guest

frustration. I quickly coordinated with housekeeping to prioritize urgent rooms, assisted at the

front desk, and kept guests informed and calm. Afterward, I improved our system by aligning

cleaning schedules with check-in times and using a checklist to track room readiness.

H. What role does technology play in preventing or managing bottlenecks?

It plays a crucial role in our hotel business because it enables more efficient processes, real-time

monitoring and optimized resource allocation.

I. What advice would you give to future operations management in dealing with bottlenecks?

The advice I would give to them is to always communicate with co-workers, to have confidence

and teamwork.

J. How important is teamwork in addressing operational challenges like bottlenecks?

As both manager and receptionist, teamwork is very important in addressing operational

challenges like bottlenecks because it ensures tasks are completed faster, communication is clear,

and everyone works together to solve problems efficiently. With good teamwork, staff can

support each other, reduce stress, and maintain smooth operations even during busy or difficult

times.

Interviewee Profile
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Name: Ms. Jennifer Yee

Position: Manager/Receptionist

Company: Tiptop Hotel

Industry: Hospitality Industry

Educational Background: College Level

Main Responsibilities: Ms. Yee takes full responsibility for ensuring that both front desk

operations and overall hotel management run smoothly on a daily basis. At the front desk, she

welcomes guests, manages check-ins and check-outs, handles reservations, answers inquiries,

and responds to complaints or special requests. Since she is the first point of contact, she makes

it a priority to provide a warm and professional experience to every guest.

Reason for Interview : The reason for the interview is to gain a deeper understanding of

how Tiptop Hotel operates on a daily basis, especially from the perspective of its manager. By

interviewing her, we learned about the responsibilities she handles, the challenges she faces, and

how she ensures smooth operations while maintaining quality service for the guests. This

interview also helped us explore real-life scenarios, such as how bottlenecks or unexpected

issues are managed, and what strategies are used to keep both staff and guests satisfied.

Consent Form
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Proof of Interview
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