GUEST SERVICE EFFICIENCY IN THE HOTEL INDUSTRY TOWARDS SATISFACTION OF GUEST AT SELECTED HOTELS IN TOMAS MORATO, QUEZON CITY: BASIS FOR RECOMMENDATION

Abstract

In the hospitality industry, a guest’s experience in a hotel transcends mere accommodation; it embodies a journey of expectations, experiences, and ultimately, satisfaction. This study was conducted to determine how guest service efficiency influences guest satisfaction in the hotel industry in terms of time, cleanliness, customer service, room facilities, communication skills, service quality, and flexibility in selected hotels in Tomas Morato, Quezon City. It highlights the challenges encountered by guests to provide insights and recommendations for hotel owners and future guests. The research aims to help hotel owners enhance their services based on guest satisfaction. The descriptive and quantitative research method was used in this study, involving 50 guests from selected hotels in Tomas Morato, Quezon City, consisting of 25 respondents from each hotel, namely Go Hotels and Hive Hotel. The researchers employed a purposive sampling technique, a non-probability sampling method, to disseminate the questionnaires. The survey was conducted to gather information about guest service efficiency. The findings of this study show that the key challenges encountered by guests in hotel services include insufficient complimentary supplies, poor guest service, uncomfortable rooms, inefficient preparation and clean-up, and a lack of time to clean the facilities and amenities. To address these challenges, hotels should closely monitor supply levels of complimentary amenities and proactively replace or refill them before they run out. Enhanced customer service is essential—hotel staff should be aware of guests’ needs and respond to their concerns promptly. Providing comfortable and clean bedding can improve guest comfort, while ensuring proper room lighting enhances the overall experience. Additionally, establishing a full-time cleaning schedule for hallways and amenities can help maintain cleanliness and efficiency. In conclusion, the study recommends that effective time management is essential for achieving seamless operations and minimizing distractions. Cleanliness plays a crucial role in ensuring guests' health and enjoyment. Hotels can build loyal connections with their guests by providing exceptional customer service and consistently meeting their needs and expectations. Well-maintained room facilities contribute to a comfortable guest experience. Strong communication skills are vital in the hospitality industry, as they enhance interactions between staff and guests. Effectively managing and resolving guest concerns can significantly improve a hotel's reputation.