REVOLUTIONIZING HOSPITALITY: HOW NON-TRADITIONAL HOTEL PRACTICES CREATE EXCEPTIONAL GUEST EXPERIENCES

Abstract

The hospitality industry is increasingly adopting non-traditional practices to improve guest satisfaction, build loyalty, and gain a competitive edge. While these innovations offer significant benefits, hotels face challenges if modernization efforts are not accompanied by proper planning and employee training. Insufficient awareness and training can impair staff performance, potentially resulting in guest dissatisfaction. This study focuses on the effects of non-traditional practices within the Food and Beverage department on guest satisfaction. The research was conducted at Minami Saki restaurant, located in Astoria Plaza, Pasig City, to explore how innovation influences guests’ experiences. This study utilized a descriptive research design, involving 25 employees with experience in non-traditional organizational practices. Data collection was conducted through face-to-face surveys, and the gathered information was analyzed using statistical methods, including percentage analysis, weighted means, and Likert scales. The research is grounded in the Pine and Gilmore Experience Economy Model, which provides the theoretical framework for understanding the impact of these practices. The findings reveal that innovative Food and Beverage (F&B) strategies significantly boost guest satisfaction and enhance organizational performance. Respondents emphasized the critical role of non-traditional practices in strengthening guest loyalty. Essential elements include maintaining consistent and reliable service quality, implementing sustainable initiatives, offering personalized interactions, integrating digital technologies, and utilizing effective feedback systems. Nevertheless, challenges such as slow service delivery, technical issues, difficulty adapting to emerging trends, and managing guest feedback were identified. Despite these challenges, these innovative practices remain key contributors to increasing guest loyalty. The study proposes practical recommendations for hospitality management to effectively implement non-traditional practices that foster memorable guest experiences. It advocates for actionable measures to overcome operational challenges associated with innovation. Suggested initiatives include creating an employee recognition program, offering internships to support career development for younger staff, organizing regular seminars on fundamental technology skills, and utilizing brief online surveys to collect guest feedback. These strategies aim to enhance customer loyalty and ensure sustained organizational success.