MODERN BANQUET SERVICE TRENDS AND ITS IMPACT TO GUEST SATISFACTION IN THE WESTIN MANILA HOTEL

Abstract

This study aims to explore how The Westin Manila Hotel addresses current challenges in banquet service, with a specific focus on enhancing guest satisfaction. It contributes to a broader understanding of how modern banquet service trends influence guest experiences in a hospitality setting. Furthermore, the research evaluates the effectiveness of The Westin Manila's strategies in managing and improving its banquet services amid evolving industry demands. This research adopts a structured and systematic approach to data collection, analysis, and interpretation to ensure the validity and reliability of findings. By employing both quantitative and qualitative techniques, the study provides a comprehensive understanding of guest perceptions. This methodology enables the exploration of new service trends and innovations within banquet operations, fostering a deeper understanding of their impact on guest satisfaction. The findings revealed that The Westin Manila's banquet services received highly favorable feedback from young adult respondents (aged 24–30), with a slight female majority. Guests expressed strong satisfaction with the modern service design, use of locally sourced food, interactive culinary experiences, customizable menu options, and the integration of technology. Sustainability efforts, such as the use of eco-friendly packaging, were also well-received. However, several operational challenges were identified, including delayed food service, audio-visual malfunctions, inconsistent food temperatures, limited dietary accommodations, poor sound quality, hygiene lapses, and unaddressed last-minute requests. These issues highlight areas for improvement to enhance service efficiency and guest loyalty. The Westin Manila Hotel has made a positive impression through its innovative banquet service approach, particularly its emphasis on sustainability, technology, and culinary interactivity. Nonetheless, recurring operational issues must be addressed to sustain and elevate guest satisfaction. By enhancing responsiveness, offering personalized service, and investing in technological upgrades, the hotel can further strengthen its reputation and maintain its competitive edge in the modern banquet service industry.