COMPETENCY OF MANAGERS IN DONUT SHOPS IN QUEZON CITY

Abstract

This study evaluates the competency of managers in selected Dunkin’ branches in Quezon City. It focuses on personal and social competencies essential for effective management. Through surveys conducted with sales managers and staff, the research identifies key strengths and areas for improvement in enhancing customer service and overall business performance. A quantitative correlational research design was used, with data collected from 30 sales managers and staff through face-to-face survey questionnaires. The study employed a purposive non-probability sampling technique. The survey instrument was validated through expert evaluation and pre-testing. Findings revealed that most managers were aged 23 to 27 (60%), predominantly male (60%), and had 1-3 years of managerial experience (56.67%). Managers demonstrated strong self-awareness but struggled to defend opinions, exhibited ethical self-control but faced challenges under pressure, showed cognitive ability but weak analytical skills, excelled in motivating employees but had difficulty creating opportunities, and possessed social empathy yet struggled with effective communication. Statistical analysis showed significant competency differences across various dimensions (p<.05), highlighting the need for targeted improvement. Recommended strategies include training programs to enhance self-awareness, self-control, cognitive abilities, motivation, empathy, and social skills. This study underscores the importance of assessing managerial competency to ensure effective leadership in donut shops. Implementing continuous learning and fostering positive workplace relationships can enhance employee performance and business success. The findings provide valuable insights into improving managerial effectiveness in the food service industry.