MEETING THE GUEST SATISFACTION ASSESSMENT ON CUSTOMER SERVICE STRATEGIC SKILLS AT LUXENT HOTEL IN QUEZON CITY

Abstract

This study evaluates guest satisfaction at Luxent Hotel, a renowned luxury hotel in Manila, Philippines. The research focuses on the hotel's strategic service skills and responsiveness to guest feedback, aiming to identify areas for improvement and enhance the overall guest experience. Luxent Hotel prioritizes guest satisfaction as a core objective, continuously assessing and refining its service standards from the reservation process to checkout. By aligning its service strategies with guest expectations, the hotel seeks to maintain its reputation as a top destination for travelers in the competitive hospitality industry. The study employed purposive random sampling to assess guest satisfaction and identify service gaps. This approach allowed for the comparison of satisfaction levels across different guest demographics and enabled tracking of service improvements over time. By selecting representative guest samples, the researchers gathered accurate and reliable data to analyze trends and evaluate the effectiveness of customer service strategies. A survey of 100 respondents revealed that female guests comprised the majority, with 68% (68 respondents), while male guests accounted for 32% (32 respondents). The overall guest satisfaction level was high, with a composite mean score of 3.78. Additionally, the hotel's ability to efficiently address guest concerns and resolve complaints contributed to positive experiences, reflected in a composite mean score of 3.76. The study highlighted the importance of personalized service and attention to detail in fostering guest satisfaction. Survey responses underscored guests' expectations for a seamless and responsive hospitality experience. The findings suggest that by continuously refining its service approach, Luxent Hotel can further enhance customer satisfaction and maintain its competitive edge in the industry.