EVALUATION OF SERVICE PROFESSIONAL OF HOTEL IN QUEZON CITY: BASIS FOR IMAGE ENHANCEMENT

Abstract

The purpose of this study is to determine the problems encountered at Microtel by Wyndham Acropolis in Quezon City. Good hygiene and grooming are crucial for employees in the hospitality industry. However, some hotel employees tend to neglect these basic requirements for various reasons, affecting their performance and the overall reputation of the hotel. Implementing stricter policies and investing in proper training can foster a culture of good hygiene and grooming. A well-groomed and presentable employee not only enhances the company's performance but also creates a positive experience for guests. In conclusion, good hygiene and grooming are indispensable in the hospitality industry. The study used the descriptive research method with ten (10) employees and frothy (40) guest of Microtel by Wyndham acropolis in Quezon city through purposive sampling technique. The results of this study reveal that service professionals need improvement in image enhancement. The majority of respondents, particularly those aged 22-25 and 26-29, believe that employees displaying a positive attitude and maintaining a professional image provide a significant advantage for the hotel. Additionally, proper treatment of employees is essential to fostering competence and maintaining high-quality service. The primary issue encountered by guests is the failure to meet grooming standards. To enhance the service provided to guests, it is crucial to ensure they feel valued and well cared for. The majority of hotel guests are male and primarily speak Tagalog. Providing excellent service is essential for guest satisfaction and maintaining the hotel’s reputation. However, employees also require proper treatment and strong communication skills to excel in their roles. Fostering positive relationships with coworkers and promoting a healthy work environment can enhance employee confidence and competencies.  Mental and physical well-being remain common concerns among hotel employees. There is a notable difference in service evaluation between guests and employees, highlighting the need for staff training to boost confidence and performance. A positive attitude leaves a lasting impression, while excellent customer service strengthens satisfaction and reputation. Maintaining high standards of proficiency, enhancing communication skills, and fostering an attractive and welcoming environment can improve guest loyalty. Actively listening to guest needs, promoting a positive workplace culture, and building employee competencies are crucial for long-term success.