Perception on Employees Hospitality Etiquette Towards Customer Satisfaction at Mang Inasal General Luis Novaliches Quezon City

Vol.4, No.1

Abstract

High-quality service must be provided in order to create a positive experience for all
customers. The food service industry in the Philippines is expanding at such a rapid pace that
everyone wants to be a part of it. Filipinos are known as one of the world's biggest food lovers
in terms of eating as a trend nowadays. Such as eating everywhere, eating anywhere, and
eating anything that makes them completely satisfied. Therefore, this study aims to analyze
and perceive the hospitality etiquette of the employees at Mang Inasal, General Luis
Novaliches, Quezon City.

It clearly shows that the greatest number of respondents were between the ages of 26 and 30
years old, and most of the respondents were female. The frequency and percentage
distribution of fifty (50) respondents regarding civil status shows that the respondents were
single, leading the highest rank. The result shows that the employees of Mang Inasal at
General Luis, Quezon City branch, need to improve the customers' perceived level of
employees’ hospitality etiquette to complaints handling.

It is recommended that analyzing its market segment as to gender, age, and marital status
must be categorized and identified on a regular basis to determine how employees adopt and
service in accordance with their needs. Employees should continue to attend and respond to
guests’ needs promptly and professionally, offering a pleasing personality and welcoming
attitude, excellent hospitality manners, and the ability to work in a fast-paced environment.
Moreover, continue to be proactive in attending training and seminars to develop
professionally, particularly in expressing intangible attributes like empathy and acknowledging
the customers’ needs. The management should use the critical success factors in order to
know their competitive edge over others.