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A Phenomenological Inquiry into the Lived Experiences of Service Crews Amidst

the COVID-19 Pandemic

Article  in  International Journal Of Advance Research And Innovative Ideas In Education · February 2021
DOI: 10.6084/m9.figshare.13728565.v1

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Vol-7 Issue-1 2021 IJARIIE-ISSN(O)-2395-4396

A Phenomenological Inquiry into the Lived Experiences

of Service Crews Amidst the COVID-19 Pandemic
Ma. Rovelyn Escoto1 Jannah Reangela Buenaobra2 Jhamby Agustin3
Jhoselle Tus4
1-3
Research Students, Filipino Psychology 4Research Professor, Filipino Psychology
Jesus is Lord Colleges Foundation, Inc., Bocaue, Bulacan, Philippines

Abstract
Fast-food chains are among the most profitable and common businesses in the market, which is also the best option
for beginners in the business industry. Given that many fast foods were loved and provide satisfaction to a human's
physiological needs, it also benefits the unemployed and part-timers. Thus, it is the primary source of employment
worldwide from the food and beverage industry, counting these over a million employees in substantial
multinational food and drink manufacturing companies – fast food service crews. Thus, this study intended to
express service crews' insights on the challenges they are regularly facing. This study also aims to describe how
pandemic makes the service crews' personal lives and work-life even more complicated. Interpretative
Phenomenological Analysis (IPA) was employed to describe the experiences of the participants. Hence, the study's
findings were: (1) Service crews experienced many challenges during the pandemic. They had a hard time getting
used to the new normal, and they feared getting infected with the virus that may cause them or their loved one's
death. (2) For a long time, they had to work in food chains; service crews come up with several coping mechanisms
such as positive-thinking and adjustment. Service crews learned that having a healthy mindset helps a lot when
dealing with a challenging atmosphere, and they also learned the adjustments they had to make when facing
circumstances. (3) Then, although the pandemic rendered problems and changes, service crews took this as an
opportunity to take a break despite having worries about financial resources. Service Crews' positive experiences
during the pandemic are about the closer relationship they build between themselves, their families, their co-
workers, and with God.

Keywords: Sikolohiyang Pilipino, Fast Food Chain, Service crews, COVID-19

1. INTRODUCTION
Fast-food chains are among the most profitable and common businesses in the market, which is also the
best option for beginners in the business industry. Given that many fast foods were loved and provide satisfaction to
a human's physiological needs, it also benefits the unemployed and part-timers. Thus, it is the primary source of
employment worldwide from the food and beverage industry, counting these over a million employees in substantial
multinational food and drink manufacturing companies – fast food service crews (Geneva, 2007).
Furthermore, a horrible stereotype for service crews was mentioned accusing their job is a type of lazy
work for people who want easy money, which is the exact opposite of what they do to provide for their families
(Huddleston, 2018). Thus, they are receiving low wages compared to the workload they are managing each day,
forcing them to look for part-time jobs to at least increase a little amount to their income.
The importance of a service crew member to the business's daily operations (Indeed for employers, n.d).
Maintaining fast speed service, settling customers' concerns, and complying with the company's health protocols are
also tasks done by a service crew that mainly strive for their patrons' satisfaction. Even without the threat of a
pandemic, health and safety have to be observed by the food industry. As Jaco (2020) stated, customers, are vital in
the food business in terms of success, in which they prioritized the health and safety of employees for their
customers. The health inspectors and company manager monitored the maintenance of health and safety protocols
within a food business. They pay attention not just to its appealing appearance but rather the health concerning the
public, stated by Dundes and Swann (2008).

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Today, food chains are still thriving and earning hundreds of billion dollars a year. Companies must have
had healthy marketing strategies that keep the customers consuming their product repeatedly. Convenience is the
best selling point of food chains by their scheme of order, serving, and eating, alongside the service crew's
assistance. However, the best part is their marketing strategy, which is global recognition, by practically having
branches everywhere. Their goal is not to have a single person far from a fast-food (Money Instructor, N.D.).
Food businesses are on top of the success until the global outbreak of Coronavirus Disease (COVID-19)
continues to spread this year, which urges people to change the routine operation due to the virus's fast pace
transmission. This pandemic leads most countries around the world to impose lockdown for safety measures. Work
fields ordain suspension of operations adhering to the health protocols, affecting numerous people's jobs, including
restaurant businesses (Restaurant Business Staff, 2020). Regarding this kind of situation, the Association of
Southeast Asian Nations (ASEAN) Policy Brief (2020) stated that governments worldwide take measures by aiding
an individual's financial needs during the lockdown. Despite the government's initiatives towards the economic
issue, the pandemic still rendered millions of jobless people. Moreover, about 7.3 million of them were Filipinos, as
Philippine Statistics Authority reported the unemployment rate in April this year. This high record of unemployed
people magnifies a clearer vision of the Philippine labor market's economic shutdown effects (Lopez, 2020).
Fortunately, the Philippine government is now moving towards reduced quarantine rules to bring back the work
fields' operation after the economic recession during the first half of 2020 (Bautista and Lopez, 2020).
Eased quarantine allowed many establishments to reopen while tourism-related operations are still trying to
get back on track, with a little restriction due to the pandemic. For everyone's safety, businesses limit the chance of
the exposure of COVID-19 by closing the dining area and opening a safer way of transactions between the service
crew and the customer (Iglesias, 2020). On the other hand, despite the security of the implemented safety measures,
many people are still anxious about the thought of getting infected, especially those workers that are responsible for
public services; they also fear infecting their household or loved ones. The companies, especially with the food
business, strategically offered convenient services for the customers, such as pick-up, drive-thru, and delivery as
alternative options, to avoid spreading the virus and any crowding in the area (Taylor, 2020).
As of now, employees are back to work even in the struggle of facing the effects of this pandemic. As mentioned by
Slaydon (2020), wearing masks and gloves are uncomfortable to use at work according to the employees, but a good
regimen in maintaining health in this kind of circumstances; managers also monitor the temperature of their
employees in keeping track of their health and secure the safety for everyone. Despite the said struggles, the
employees were grateful as they still have their job to work on, unlike those unfortunate ones who have lost their
jobs because of the pandemic.
This study intended to express the insights of service crews on the challenges they are regularly facing.
Thus, this study describes how pandemic makes the service crews' personal lives and work-life even more
complicated.

1.1 Research Questions

This study's main objective is to describe the challenges faced, coping mechanisms, and positive experiences of the
service crews during the pandemic. Specifically, it sought to answer the following questions:
1. What are the challenges faced by a service crew during a pandemic?
2. What are the coping mechanisms of the service crew with the stresses rendered by the pandemic?
3. What are the positive experiences of a service crew during a pandemic?

2. REVIEW OF RELATED LITERATURE

2.1 Faced Challenges by Service Crews
Consideration of a significant trend that is related to the food and beverage business already causes
difficulties. Another difficulty presented in the food industry is the shortage of workers. This situation occurs due to
factors like age-related matters (retirement) or new job offers (Demetrakakes, (2020).
Even Guest User (2018) contemplates employees' shortage as the most significant problem most food
chains face. Unfortunately, it is hard to find a suitable employee willing to fulfill the service crew's duties since it is
a short-term option for most workers. Regardless of increasing the wages of the employee, it is still hard to reach
their satisfaction.
The Crew Member Job Description (2020) describes an ideal employee's qualities for food chains; they
should be friendly, reliable, and competent. Duties and responsibilities include assistance with the customers'
concerns, punctuality, organization, and professionalism towards the co-workers and the management.
The primary tasks of a service crew include the preparation of food with good customer service. The usual
scheme of fast-food workers is taking orders, preparing food, delivering it to the customer, and collecting the

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payment. Then, sweeping, mopping, taking out the trash, and vacuuming carpeted areas were also added to their
responsibilities, as stated by Adkins (2019).
Working as a service crew member contains typical duties, tasks, and responsibilities such as greeting the
guests with a polite smile, cleaning all the tables after clients have left, and preparing the tables to welcome the next
set of clients. Service Crews should also possess embodied skills like maintaining composure during rush hours,
taking orders, and delivering them to clients as soon as possible, added by Job Description and Resume Examples
(N.D.).
According to a website (LiveCareer, N.D.), the other responsibility of food chain employees during the
shift is handling the customer's complaints calmly and effectively. This type of job also requires physical stamina as
it requires the employee to stand for long periods.
Some people might think that working in a fast-food chain is an easy job. One of the reasons is that workers
get paid a minimum wage. When, in fact, most fast-food jobs are challenging and stressful. Employees have to
ensure that every customer is satisfied and that each customer's order is accurate (Levesque, 2016).
But the reality is, service crews' duty is more than their salary. Their wages range around P4,753 per 15-day
pay cut. Aside from their duties and compensation, employees also had an issue regarding the concept of contractual
labor, where either they would look for a new job or jump off from one branch to another when their contract ended.
It is a considerable matter for them to provide for their family's needs (Bernal, 2020).
On the other hand, the study of Qin and Prybutok (2009) recognized the importance of service quality, food quality,
perceived value, customer satisfaction, and behavioral intentions in the fast-food restaurant. The two main presiding
that will meet the customer's gratification are the service quality and food quality.
As Mendoza and Gempez (2018) study, the quality of employees' work performance might be affected by
their matters, which the employees failed to recognize. Also, there are instances where an employee is not
appreciated.
Employees wanted to originate metrics that will assess service quality, price/value, customer satisfaction,
and behavioral intention. The outcome will give the variance of customer intentions, which are the service quality
and customer satisfaction—resulting in a more focused employee in improving food quality and service quality, and
customer satisfaction, Qin and Prybutok (2008).
The interaction of the environment with people involves both creation and discovery. Success is maybe due
to how members of an organization interpreted the changes to their environment. In that case, a study by Barton
(2017) suggests that it is vital for employees to undergo an Accurate Grading Quality Assurance (AGQA)
assessment for the improvement invested for the company's and employees' further success. This study is a reminder
to the companies who fail to consider and pay enough attention to the employees' human and social factors.
By that, every worker could create a mindset of job involvement, where an employee treats a job as part of
one's lifestyle. In the study of Omar, Ahmad, and Mustaffa (2019), workers' involvement in their job enhances their
satisfaction. It lessens the probability of quitting, resulting in an employee becoming more and more motivated to
work at fast-food chains, which respond to a more remarkable performance on their services.
Job satisfaction is the main ingredient in creating a healthy atmosphere at a workplace that allows
employees to encounter customer attitudes. Within the food industry, employees' attitudes shape their intention to
behave towards their job. Also, employees' job satisfaction stimulates their performance in various sectors (Ekandu
and Ukpere, 2014).
Aside from other personal concerns of a service crew, the strike of COVID-19 adds up to their challenges.
According to Galanakis (2020), the World Health Organization (WHO) confirmed COVID-19 as a global pandemic
with thousands of people were infected and lost many lives. The virus spread through food transmission, so they
also focus on food processing to be more guarded and stop spreading it.
COVID-19 breathes out fright towards millions of people smashing the lives of every individual, including
their economy. The food and beverages industry is currently in the middle of its worst nightmare at coronavirus
strike. Back then, health consciousness focused on diet and a healthy lifestyle, but now it is about buyers' fear
resulting in panic buying, affecting the future supply chain (Iyer, 2020).
Some countries' governments implemented restrictions in which businesses and schools had to shut down
for a while regarding the safety measures implemented to avoid the virus's spread. An online survey about food
consumption was also conducted, which conveys changes in shopping and food trading. The results helped the
companies strategize on handling the economy's current situation while minimizing the virus's transmission (Hassen
et al., 2020).
As of now, the COVID-19 pandemic keeps on bugging the world, including the food supply chain and the
food industry. Experts say that food transmission, surfaces, and the environment are open gates for infecting and

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spreading the virus. The food industry should prioritize implementing safety measures as their consumers might get
infected (Rizou et al., 2020).
In a study by Basu et al. (2020), the COVID-19 pandemic became striving torture towards the economy and
its people. Although countries implemented immediate action against the virus, COVID-19 spread out very fast that
it slipped out of control. Treatments or cures for this virus are still unavailable, leaving social distancing and
wearing surgical masks as an alternative way of preventing the virus.
In just six weeks of lockdown due to the coronavirus outbreak, the employment rate dropped as food
businesses took a break to prevent the virus's spreading. The food industry has to close the dining service and lay off
their workers. Food businesses severely damaged since the shutdown in April (Maze, 2020).
According to Watsons (2020), COVID-19 has a massive impact on businesses and negatively hits them.
Companies planned to reduce the hiring, unpaid leaves of absence, and workforce reduction. Due to the pandemic,
the companies and employees had sudden changes. They increased their focus on their health care benefit programs,
safety, well-being, and paid leave, and those are the top priority for the employees.
The COVID-19 pandemic has reached almost a million people affected. However, it also gives people a
new way of living, which everyone requires to follow the protocols that are also known as the new normal. The
outcome of the world's crisis affects the individual and affects the world economy (Nicola et al., 2020).
Food and beverage companies have already spent decades in the industry, despite having issues about
unhealthy ingredients, verifying that the supply chain's interruption is not a new issue to the manufacturers. Yet, the
COVID-19 pandemic still rendered different changes and problems to food manufacturing companies' operations
(Thomas, 2020).

2.2 Coping Mechanisms f Service Crews

Those challenges prove that working in the restaurant industry is never an easy duty, and indeed a stressful
job. Busy meal periods bring a lot of pressure in preparing meals quickly without sacrificing quality. And one of the
most advised coping mechanisms to this problem is to create lesser stress in the working environment in fast food
restaurants (Radwan, 2013).
Since stress was lingering all over the body of service crews, there are these ways to escape from the
unhealthy atmosphere; they are communication, positive thinking, encouraging mindset, avoiding negativity, and
finally having some time to rest from overthinking (Lambert, 2018).
Stress is within living, and there are absolute remedies to this situation. It starts with time management and
then finishing works on time so that sacrificing lunch break or spare time will not be necessary just to complete
tasks. Instead of complaints, rather be grateful, passionate, motivated, inspired, and open-minded, and maybe with
that, it will be easier to consider stress as a challenge (Moran, 2016).
So here are the other things that might help in avoiding stress. First, focus on solutions instead of blaming.
Second, focus on oneself and barely mind others. Lastly, always look at the brighter sides, then take a rest and a
daily meditation, avoid overthinking to prevent stress, added by Reimer (2017).
Fast food is one of the most significant ventures that bring work to the Filipinos. Being a part of it brings a
lot of changes. Maybe, adjustments will do something for the coping mechanism of a service crew. Be reminded that
stress is part of service crews' daily duty as they assist most customers with high self-privilege (Pittman).
On the other hand, the recent pandemic alarmed the economy, especially food chains, that there are many
more to consider, such as health protocols. Although even before the pandemic, state and federal law required the
industry of food and beverages to implement internal health and safety regulations for both employees' and
customers' security. The food chain workplace is generally safe, and accidents may still occur at any moment to
anyone. In action to the said concern, food companies observe occupational safety regularly (Wicks, 2018).
According to Sesotec (2020), the purpose of food safety in food chains is safety processing. In the mid-
1980s, scientists worldwide agreed to Hazard Analysis and Critical Control Points (HACCP) to control food safety
hazards.
Workplace conditions are known to affect employees' health, safety, well-being, and job motivation. The
working environment for service personnel may also affect service quality, customer satisfaction, and in the end,
would have had an impact on a company's financial performance. The design of workplaces and equipment is one of
the cornerstones for a sustainable work environment. It can either be a factor that increases the risk of ill-health,
stress, and frustration. It can become a precondition for a work environment characterized by a good fit between the
worker, environment, and organization (Osterman et al., 2017).
Safe, nutritious, and sufficient food is a right for everyone, but food-borne diseases and food contaminants
may exist and from production transmit to consumption. Safeguarding the health of people, also known as
consumers, lies under the responsibility of food producers. The Codex Alimentarius Commission (CAC), managed

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by food and health organizations, established science-based food standards and guidelines which improve food
safety and promote policies for acceptable hygienic practices in food productions (Weiler & Fernandez, 2019).
CAC's raised awareness about food safety standards influenced the agricultural output for its quality and
safety. CAC's guidelines indicate the state members have to harmonize with the given safety protocols to avoid
unnecessary costs for all the producers and the consumers, stated by Lyons (2019).
During the pandemic, a type of service became the savior of food businesses called drive-throughs. This
type of service offered by the restaurants helps the industry collect a similar revenue percentage before the
pandemic. Unfortunately, drive-throughs were not able to cover the whole population of service crews this time.
(Bellany, 2020).
Not long ago, the national government finally allowed the reopening of food establishments and the
implementation of strict health protocols. Dine-in services are available for only 30% of sitting capacity in fast-food
chains, with strict hygiene and physical distancing. In compliance with safety measures, food companies are
monitoring the health of employees. (Adel, 2020).
Although digital service from food chains is already available in recent years, it does not necessarily mean
that it promotes the removal of personal interactions with dine-in services. Due to the pandemic, people have to
perform social distancing and wearing masks, which opens people's creativity in-home cooking rather than lingering
around the fast-food services (Klein, 2020).

2.3 Positive Experiences of Service Crews

Recruiting and retaining the best employees means reassessing wages and benefits offerings regularly.
Working in the foodservice industry provides employees with great opportunities, for the employees (Paycor, 2020).
Gladly, working at food chains also includes advantages for workers as it can back them up when applying
for a new job after the signed contract. Another advantage is that workers might get a chance to promotion.
Although meeting a rude customer is stressful, it can still be beneficial for workers in terms of maturity and
professionalism needed for the next/another job opportunity (Crews Europe, 2019).
According to Bye (2020), to attract and retain staff, restaurants need to offer better employment. A
significant portion of the restaurant landscape is made up of part-time workers. Some benefits that they can acquire
from the restaurants are the traditional benefits, better meal allowances, and sometimes same day pay.
Shalvey (2020) mentioned that pursuing a dream while working in fast-food consumes one's time the most.
But here are some lessons that can be taught from working in a restaurant as an employee; earn patience and
learning handling problems, learning to do multi-tasking, flexibility, and mannered communication.
Foodservice workers are also gaining career-oriented advantages, financial benefits, and industry perks to
working in food services, enhancing their customer service skills, money handling skills, cash from tips, and free or
discounted foods (Tucker, 2020).
Fast food restaurants are teen-friendly employers, which opens the child's opportunity to earn money and
learnings from the workforce. This experience teaches the youth to become oriented in adulthood responsibilities
and teaches them to make mistakes. Working teaches a teen about work ethics, which is good preparation for their
career choice after college (Martinez, 2017).
The best part about working in the fast-food sector is that it attracts people worldwide. The euphoric feeling
of receiving cash landing in the personal bank account every week/fortnight/month, the juice of working in fast
food, Rimington (2020).
According to Sadarjoshi (2018), the employees' experiences from the company significantly impact them.
Positive employee experience has a strong link with an enhanced customer satisfaction level because when
employees are happy, they ultimately rub off their best to the customers.
The customers' level of loyalty happens when they are satisfied with a food company's products and
services. Some variables can develop a customer's loyalty, like convenience, but satisfaction is their top reason.
Companies keep an eye on the improvement and trends that would satisfy the customers (Solimun & Fernandes,
2018).
Due to consumers' demand, most restaurants innovated the service to satisfy their customers by implying a
good strategy: the food delivery from the restaurant to a specific destination. In this kind of innovation, restaurants
can help their customers (Meekisho, 2020).

3. METHODOLOGY
Interpretative Phenomenological Analysis (IPA) will emphasize the participants' convergence and
divergence experiences. IPA is particular in qualitative researches as it is responsible for examining the small
number of participants' lived experiences (Tuffour, 2017). The qualitative research method is the method used in this

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study. Qualitative used to scan the values, attitudes, opinions, feelings, and behavior of a person; by these, the
researchers may notice how the question affects the interviewee's life. Researchers are concerned with how
individuals react and perceive the said topic or situation (ADPhealth, 2020).
The method that the researchers' are studying is phenomenological. The technique is an individual analysis,
whereas it needs to know the interviewee's perception and everything beyond the person's lifestyle, experience, and
knowledge. Also, share the ideas that were added from what the participants already know.

3.1 Participants
Qualitative data is a data collection through interactions with participants using interviews, surveys,
questionnaires, or focus groups, and the participants have to be willing to speak about their experiences (Grabner,
2017).
This study's participants include six (6) males and four (4) females, working in different fast-food chains
around Bulacan, Philippines. One (1) from Chowking Petron Marilao, one (1) in Mcdo Lolomboy, one (1) in
Chowking Nlex, three (3) from Chowking SOA Nlex, and four (4) Jollibee Petron Marilao. All participants gladly
accept the invitation to participate in this study.

3.2 Instrument
Interview guide was utilized to gather the information from the participants. This instrument was used to
accommodate the knowledge of preparedness of the respondents. Personal bias is also avoided for lesser pressure
and immediate response, giving the respondents greater anonymity feelings.

3.3 Procedures
The study took complicated steps to develop an efficient data gathering, considering the situation under the
pandemic. First, set an appointment with the chosen participants to inform them and know their preference for the
interview. Through the use of innovative technology and social media for communication, the interview was
conducted. Along with a brief discussion regarding the interview, the questionnaire was sent to the interviewees.
The interview was done privately, to the comfort of the interviewee's houses. Second, the interviewees returned the
interview question with answers in private/ direct messages for confidentiality. Lastly, the participant's responses
were collected and reviewed to encode.

4. RESULTS
Table 1. It shows the demographic characteristics of the participants in this study. The participants live in
the residency around the province of Bulacan. They range from 20-34 years old, with six (6) males and four (4)
females.

Table 1: Demographic Characteristics of Participants

Variables Frequency
Age
20-24 6
25-29 3
30-34 1
Gender
Male 6
Female 4

The following data are the presentation and analysis of the data gathered from the conducted interview. For
safety measurements due to the pandemic and consideration to the limited resources of internet connections, the
interview was conducted by sending out the hard copies of the interview questions to the participant, with the
interviewer's guidance. The shown data were divided into three major themes.

4.1 Challenges Faced of the Services Crews

Table 2. Faced Challenges
Challenges Frequency
Dealing with customers and Exhaustion 8
Struggles with new normal 7

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The fear of getting infected 9

4.1.1 Dealing with Customers and Exhaustion

The duties and responsibilities of service crews are exhausting enough even before the pandemic. There are
struggles with some rude customers, but some respondents refuse to claim the situation difficult instead, tiring.
Fernandez (2019) mentioned that food chain employees could not take breaks and have to deal with running out of
food items, complaining to customers, and then receiving unlivable wages. Polaris said:
"Hindi naman ganon kahirap, pagod at ngalay lang kalaban mo"
The complaining customers fired up the busy schedule of service crews inside the food chain. Just like how
Jin explained how hard it is to work as a service crew, he said:
“nagiging mahirap lang ang trabaho ng service crew kapag sobrang dami na ng mga tao at
nagkakaroon na ng complain at nagagalit na ang customers.”
Although their job seems complicated for other people, most service crews would instead claim that their
job is just tiring and not that difficult. In just a matter of time, one day, when one gets used to the fast-food chain
atmosphere, they will not mind the difficulties and exhaustion anymore.

4.1.2 Struggles with New Normal

Compared to the complaints they have on food chains' regular duties, service crews seem to find it
challenging to do the service due to the added health protocols in their companies and the financial worries. Service
crews now have to memorize the additional health protocols to keep working. Sirius shared:
"Sobrang hirap po talaga ngayon sa trabaho dahil sa dulot ng pandemiya, kagaya na lang po ng
social distancing, pagsuot ng mask kasi po di po kayo nagkaka-iintindihan 'pag nag-uusap at doble
ingat po dahil sa virus."
While the other concerning response from the participant is the financial worry during the pandemic, Lens
said:
“Sobrang hirap kase walang trabaho wala ring pera”
The pandemic makes it harder for the service crews to fulfill their duties. Every action is limited to the
parameter of safety measures.

4.1.3 The Fear of Getting Infected

Like any other people, most of the respondents are afraid of the COVID-19; they fear this pandemic for
different reasons. First, service crews are scared to catch the virus, knowing that there is no cure for the infected
people back then. Second, the fear of exposure to different people brings the virus to their loved ones. Third, the fear
of losing resources for the daily needs. Lastly, scared of the thought of dying neither losing someone due to the
virus. Here is the statement of Rigel:
"Sa Pandemiya nagkaroon ako ng takot, dahil marami ng buhay ang nawala at ayaw kong
mangyari sa akin o sa mga mahal ko sa buhay."
This reaction results from how the pandemic covered people with fear, especially those who
simultaneously expose themselves to different people and then go back home, not knowing if they would not harm
their family. At the beginning of the pandemic, everything seemed just fine, but every morning passed by, and it
scares people with the uncertainties in life.

4.2 The Service Crews Coping Mechanisms

Table 2. Coping Mechanisms
Coping Mechanisms Frequency
Positive-thinking 4
Mindful adjustments to fit in the Work 8

4.2.1 Positive-thinking
Service crews are used to dealing with unexpected situations in their jobs, but the stresses under pandemic
circumstances bring additional survival strategies. Of course, positive thinking is the first coping mechanism that
people would use in reducing the burden rendered by the pandemic. Service crews resolve their problems during the
pandemic by saving money and keeping themselves busy with their business. Other respondents learned that they
should save money in preparation for any kind of circumstance, while others opened a little source of income, just
like the answer of Sunny:
"Raket lang. Nagtinda kami ng lugaw pandagdag para di kami totally zero."

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They suggested the best coping mechanism is prayer, keeping God's faith for priceless guidance to a better
perception in life. Stellar said:
"Pinatatag lalo ang pananampalataya kay God, mas naging focus sa goal sa buhay. 'Yan ang
motivation"—she added.
The resiliency of service crews is seen in their thinking and how they view life despite their hardships.

4.2.2 Mindful Adjustments to Fit in the work

People adjusted everything due to the pandemic, from plans to life routines, just like how service crews
adjusted to the new normal. Everyone has to bear the situation for a little while for the sake of all. Every action is
limited in response to the COVID-19 safety measurement, as Sirius said:
"Sobrang hirap po adjustment ngayong pandemic kasi po lahat ng galaw mo limitado tsaka
kailangan mag-ingat ka tsaka kailangan mo sundin and protocols."
It is not easy to adjust, especially when it involves lifestyle, but the pandemic changes everything from a
regular way of living to new normal. People still find it hard to regulate the use of a face mask, but everyone has to
consider other people.

4.3 The Positive Experiences of the Service Crews

Table 3. Positive Experiences
Positive Experiences Frequency
The building of stronger bond during the pandemic 4
Realizations during pandemic 3

4.3.1 Building of stronger bond during the pandemic

Working is not just about the challenges and the coping mechanisms. It also includes positive experiences.
In food chains, service crews found friendship towards strangers, namely the workmates. Some service crews get
along well with their co-workers, as they found comfort from the people with similar stories. Other than friendship,
service crews found an opportunity in quarantine. Operations were canceled, and respondents spent this time to relax
and bond with their family, and of course, time for God, in accordance to the response of Rigel:
"Naging okay ang samahan ng pamilya, nagkaroon sila ng bonding na di nagagawa mas nagging
tutok sila sa gawaing bahay lalo na sa kalinisan sa kapaligiran dahil nga sa virus at syempre
nagging mas malapit sa Panginoon."

4.3.2 Realizations During Pandemic

After the fulfilments in positive experiences, service crews shared some takeaway life-lessons from the
pandemic. While others discover their abilities in cooking, or in helping themselves and helping someone else. Other
respondents learn to set a goal, and they learn to value every little thing in life and then value the most significant
matters, as chances and opportunities might be gone in just a glimpse, according to Hunter:
"One thing I learned as pandemic hits is how important it is to stay focused on your goals even if
all of your hopes had to put into a halt. This moment also reminds me that when some things has
not gone the way you want it, it's important to look forward with a smile."
Another lesson that was taught to everyone during the pandemic is the importance of health. Many people
took for granted health with the availability of medicine, but pandemic teaches the respondents about the importance
of well-being and health. Rigel said:
“Natuto akong maging mas pangalagaan ang sarili ko, narealize ko kasi kapag ako nagkasakit
mas mahihirapan mga magulang ko kaya mas nagging maalaga ako sa sarili ko bukod dun okay
na ko sa mga karanasan ko.”
Finally, the realization hits people about how faith in God is powerful during the pandemic. Some
respondents answer how prayers are a must during these circumstances, as faith is the salvation. Sirius said:
“Natutunan ko sa aking sarili na wag mawalan ng pag-asa lagi lang po magpray kay Lord dahil
walang imposible pagdating kay Lord”.

5. DISCUSSION
This research shows how pandemic makes the service crews' personal lives and work-life even more
complicated. The main categories were divided into three topics; the faced challenges, the coping mechanisms, and
the positive experience of service crews during the pandemic. This study included how service crews perceived life
despite the challenges in every situation and how they manage to cope with those circumstances.

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Faced Challenges
No job has an easy description, so being a service crew is unimaginably challenging, exhausting, and
stressful—spending all day working with feet rushing around and endless cleaning here and there. Aside from doing
the duties in fast-food chains, service crews will have to deal with customers; doing service for other people is
already tiring. Yet, there are rude customers to make their job even more challenging and exhausting.
A service crew's responsibility is a combination of duties and service; duties as an employee in a fast-food
chain, and service that should satisfy the customers' dine-in. Service crews have two bosses to deal with, the
employer and the customer, and both have to be satisfied and pleased by their crew's performance.
Under this pressure at work, the difficulties increased due to the pandemic. Some companies froze their
operation in response to the government's call for safety measures. With this circumstance, some service crews have
to stop working in the meantime and, according to them, "no work, no income." Luckily, a few months later, when
the lockdown was lifted to modified quarantine, companies come back on their operations as well, but with
limitations and restrictions, especially to those businesses that might gather a huge crowd. The employees and
customers are now required to wear face masks and face shields for safety measures, making it hard for the service
crews to understand their orders quickly. Social distancing means that the service crews now have to double their
effort to do their service.
Knowing the risks of COVID-19 and being afraid of what might happen to them, service crews urge
themselves to work carrying different reasons. Despite the danger around, service crews do not forget to be grateful
for being the lucky ones for having a job during and after quarantine. Although there are many adjustments to make,
service crews believe that they can endure the difficulties until they get used to the new normal.

Coping Mechanisms
Working in food chains is difficult, but coping mechanisms keep them winning over the stresses. First, the
responsibility and determination, Service crews play different roles in society. Some of them are students at the
same time a child of their parents. Some of them are already parents and have to support their family's financial
needs. Those responsibilities are challenging, but they used them as motivation to keep going. Determination is
another characteristic they possess in which service crews have specific goals to achieve, and they keep chasing it to
keep motivated in working. Second, working under pressure and surrounded by stress needs proper time
management. Lastly, their routine in working, they faced everyday working by moving on. Nothing will change if
there is no courage to take a step closer to goal, that is why to cope with the stresses regularly, and pandemic,
service crews learn to keep motivated and keep moving on as life goes on.

Positive Experiences
Working as a service crew is hard, exactly like how people perceive the description of their job. On the
other hand, service crews still focus on their job's brighter side despite how tired, the stress they are, plus the world's
crisis. Respondents still enjoy working; they state that they can have the right side, such as job and enjoyment. They
always keep in their minds that trials and challenges will eventually help them be the best person. Knowing that they
can acquire a new learning from working, we can say that they love their job. That's one of the advantages of a
service crew. Working in this situation is hard, but they can still do it wholeheartedly for their families even if there
are times that they are afraid of the virus but with the proper taking care of themselves and trusting God for
protection. They can still work, and of course, they still have work to help their families with expenses. Positive
experiences support their improvement and have a better relationship with their work and customers. They wouldn't
see this crisis hinder them from working; still, they follow everyone's safety protocols. They were always thankful
that even if there is a pandemic, they are safe and can learn new things by working in this kind of situation. Positive
experiences help them also to be more engage and appreciate what and where they are now.

6. CONCLUSION
This study comes up with three (3) major conclusions: (1) Service crews experienced many challenges
during the pandemic. They had a hard time getting used to the new normal, and they feared getting infected with the
virus that may cause them or their loved one's death. (2) For a long time, they had to work in food chains; service
crews come up with several coping mechanisms such as positive-thinking and adjustment. Service crews learned
that having a healthy mindset helps a lot when dealing with a challenging atmosphere, and they also learned the
adjustments they had to make when facing circumstances. (3) Then, although the pandemic rendered problems and
changes, service crews took this as an opportunity to take a break despite having worries about financial resources.
Service Crews' positive experiences during the pandemic are about the closer relationship they build between

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themselves, their families, their co-workers, and with God. Aside from being bonded with their loved ones, another
positive experience for them is the life-lessons they realized during the quarantine. They learned to move on, value
their health, and build a stronger relationship with God.
Moreover, this study recommends that customers can help them by being more considerate to the service
crews. They are human too, just like any other people, they are getting tired and sometimes lose cool. On the other
hand, they still give out service to give every customer comfort they needed while eating. Every little act of kindness
means many people, especially with the service crews, as they mostly interact with strangers rather than the people
in their comfort.

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