GUEST SATISFACTION IN SERVICE MAINTENANCE AT NOVOTEL: AN ANALYSIS

Abstract

The hospitality industry is witnessing a growing demand for high-quality service, with guest satisfaction emerging as a key determinant of hotel success and brand reputation. Current trends highlight an increasing focus on personalized experiences, efficient service delivery, and the integration of sustainable practices, particularly within housekeeping operations. The influence of online reviews and social media has further amplified the importance of positive guest experiences, making them essential for attracting and retaining customers. Additionally, technological innovations such as mobile check-in/check-out and automated cleaning systems are reshaping the landscape of housekeeping services, driving both efficiency and guest satisfaction. This research will contribute to the existing body of knowledge on guest satisfaction in the hospitality industry by presenting a focused case study on housekeeping services at Novotel. The findings will provide valuable insights into the specific challenges and opportunities involved in maintaining high service standards within housekeeping operations. The recommendations generated from this study may be applied not only by Novotel but also by other hotels seeking to enhance their housekeeping practices and improve overall guest satisfaction. Additionally, this thesis aims to support the development of best practices in training, resource management, and communication within housekeeping departments, ultimately contributing to more efficient and guest-centered service delivery. This study focuses on analyzing guest satisfaction with housekeeping services at Novotel, located in Araneta, Cubao, Quezon City. The analysis is based exclusively on guest feedback gathered through quantitative guest satisfaction surveys. Specifically, the research examines the correlation between key housekeeping factors: such as cleanliness, amenity replenishment, and responsiveness to guest requests and overall guest satisfaction. The study is limited to the perspectives of guests and does not include input from hotel staff or management. While the findings offer valuable insights into areas of strength and improvement within Novotel’s housekeeping operations, they may not fully represent broader operational or internal management challenges. Nonetheless, the results provide practical guidance for enhancing service quality and elevating the guest experience. This study aims to investigate the key factors that influence guest satisfaction with housekeeping services at Novotel. Specifically, it seeks to identify areas for improvement in existing service maintenance practices and to propose practical recommendations for enhancing the overall guest experience. To achieve this, the study will analyze guest feedback, evaluate current housekeeping procedures, and assess the effectiveness of staff training and resource management. The ultimate goal is to contribute to the development of a more efficient, responsive, and guest-centric housekeeping department.