EFFICIENT SERVICE DELIVERY IN M.I.C.E EVENTS TOWARDS GUEST SATISFACTION

Abstract

The Meetings, Incentives, Conferences, and Exhibitions (M.I.C.E) sector is a cornerstone of the global tourism and hospitality industry, generating substantial revenue, facilitating professional networking, and creating employment opportunities. Originating in 19th‑century Europe and expanding rapidly throughout the 20th century with the advent of incentive travel, M.I.C.E has evolved into a major economic driver. Yet, frequent service delays—particularly those stemming from food and beverage bottlenecks and staffing shortages—undermine event quality and guest satisfaction. This study seeks to pinpoint the operational causes of these delays, evaluate their impact on attendee experience, and propose targeted strategies to streamline service delivery, ultimately bolstering hotel competitiveness in the M.I.C.E market. A quantitative research design was employed, wherein surveys were conducted with twenty guests of Solaire Resort in Parañaque who encountered service delays. The study aimed to evaluate how these delays affected their overall satisfaction with the resort’s services. The findings indicated that most respondents were between the ages of 23 and 27, predominantly female, and regular patrons of the resort. Guests generally responded positively to how service delays were handled, citing staff attentiveness as a key strength. However, recurring delays remained a concern. Although the audio-visual equipment was rated highly in terms of functionality, deficiencies in staff training related to its operation were evident. Overall service quality was considered satisfactory, yet opportunities for improvement were identified, particularly in enhancing employee training and resolving manpower shortages. The primary factors affecting service efficiency were logistical constraints and communication gaps. To enhance guest satisfaction and overall event success, the study recommends improving food service efficiency, enhancing the usability of audio-visual (AV) equipment, optimizing venue setup, promoting staff professionalism, and ensuring adequate staffing. The conclusion highlights the importance of clear communication and prompt service delivery in elevating the guest experience. Strengthening these areas will not only improve M.I.C.E. event execution but also help hotels remain competitive in the evolving hospitality industry.