1 Republic of the Philippines

2 LAGUNA STATE POLYTECHNIC UNIVERSITY

3 COLLEGE OF HOSPITALITY MANAGEMENT AND TOURISM
4 Sta. Cruz, Laguna
5
6 CHMT Staff/ Personnel Meeting
7 June 28, 2017
8 Laguna State Polytechnic University at 9:00 pm
9 Venue: CHMT Faculty Room
10
11 Agenda:
12
13 - Non-Conformity/ Corrective/ Preventive Action Report (NCPAR)
14 - Excellent Customer Service
15
16 Presiding Officer: Charmine V. Rivera, MIHM
17 Dean, CHMT
18
19 Present:
20
21 - Apundar, Diane
22 - Cainto, Fe
23 - Pilongo, Pacholo Red
24
25
26 Proceedings:
27 - Roll Call of the College Secretary. Quorum Present? Yes
28 - Minutes called to order by CHMT Dean Charmine V. Rivera at 9:00 pm
29
30 - The Dean, Mrs. Charmine V. Rivera, presided the staff and personnel meeting.
31
32 - NCPAR (LSPU- CSS- 2017-028)
33
34 - The Dean informed the Body about the result of the Customer Service Satisfaction Survey.
35
36 - The Dean informed the staff and personnel present that there are some customers rated “fair” with
37 the services and personnel attitude. She asked Ms. Diane Apundar to give clarrificatio or explanation
38 on the following matter.
39
40 - Ms. Apundar responded that there are instances that some quesries of the students were not
41 immediately addressed due to the quite number and multiple inquiries coming at the same time.
42
43 - The Dean advised the Ms. Apundar, the College Secretary, and Mr. Pilongo, as the College
44 Custodian, to immediately respond to needs of the clients, especially the students.
45
46 - “Inquiries with urgency must also be responded and given immediate attention” said by the Dean.
47 Further, critical matters or those concerns the operation of the college must be brought to the
48 attention of the Dean as soon as possible.
49
50 - Excellent Customer Service
51
52 - The Dean also raised her concern on some complaints about the attitude of the staff and personnel
53 of the college. Some students said that there are times when the staffs are not accommodating.
54
55 - The Dean reminded the staff and personnel to be respectful at all times in addressing the concerns
56 of our students and other clients. Finally, she advised the staffs and personnel not to be selective in
57 giving attention and services. All clients, regardless of their stature and position, be given equal
58 treatment and respect.
59
60 - The Body agreed to the suggestion and reminder of the Dean.
61
62 - The meeting adjourned at 4:00 pm.
63
64
65 Prepared by:
66
67 Diane R. Apundar
68 College Secretary, CHMT