MODERNIZING SYSTEMS AT MAKATI DIAMOND RESIDENCES HOTEL: ADVANCING OPERATIONAL EFFICIENCY AND ELEVATING GUEST EXPERIENCES

Abstract

The hospitality industry is experiencing a significant shift driven by the integration of modern technology into hotel operations. Hotels are increasingly adopting digital solutions to enhance operational efficiency, streamline service delivery, and personalize guest experiences. These innovations not only improve service quality but also reduce labor costs, optimize resource management, and contribute to overall competitiveness. This study focuses on Makati Diamond Residences Hotel and investigates how system modernization can elevate guest satisfaction and operational performance. This research adopts a case study approach to examine the impact of system modernization at Makati Diamond Residences Hotel. The study explores how aligning technology with guest expectations can enhance service delivery, create new revenue opportunities, and maintain a competitive edge. Data were collected through structured surveys targeting hotel guests and staff to assess their experiences with the hotel's reservation system, security measures, and digital services. The analysis provides a practical framework for similar hotels transitioning from outdated systems to advanced, tech-driven operations. Survey results revealed that 60% of respondents were over the age of 31, with an equal distribution of male and female participants. Guests expressed high satisfaction with the reservation process, noting the accuracy of reservation details, the speed and efficiency of the online system, and the improved security features. These findings suggest that the implementation of modern systems at Makati Diamond Residences Hotel has had a positive impact on guest experience and operational workflow. The study recommends further enhancements to better accommodate a diverse guest demographic, including adult generations, male travelers, female guests, and the LGBTQ+ community. Strategies include expanding promotional offers, improving communication and confirmation processes, increasing staffing levels, and staying current with technological advancements. Addressing persistent concerns such as data migration issues, maintenance delays, billing errors, language barriers, Wi-Fi reliability, and safety protocols is essential to ensure a consistently high-quality guest experience and to support sustainable operational success.