Guests’ Level of Satisfaction on the Hospitality Services of Selected Hotels in Muntinlupa City, Philippines: Basis for an Improved Hospitality Management and Services

Roden A. Samson¹ , Grace E. Basa² , Barbara P. Francisco³

Section:Research Paper, Product Type: Journal-Paper
Vol.11 , Issue.4 , pp.15-21, Dec-2023

Online published on Dec 31, 2023

Copyright © Roden A. Samson, Grace E. Basa, Barbara P. Francisco . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
Muntinlupa is one of the cities in the National Capital Region (NCR) of the Philippines. In today`s hospitality industry, guests are becoming more time-pressed, sophisticated, and demanding. When service quality is seen as a significant aspect in the performance of the hospitality industry, the importance of evaluating service quality provided to guests offers the information required to manage service delivery activities effectively. No hospitality industry will survive if it is not oriented toward its guests, specifically meeting their needs, requirements, and expectations, so that the hotel`s image improves. Service quality and guest satisfaction have been identified as a critical aspect in the pursuit of long-term competitive advantage. The main goal of the study is to evaluate the hospitality services offered by Hotel A, Hotel B and Hotel C, respectively to its guests holistically in order to pinpoint any areas that require development. The study has three (3) general inquiries: 1) the guests’ level of satisfaction on the hospitality services of selected hotels in Muntinlupa City, Philippines, 2) the significant relationship between nationality and the guests’ level of satisfaction on the hospitality services of selected hotels in Muntinlupa City, and 3) the proposed program to improve the hospitality services of selected hotels in Muntinlupa City. The study used a quantitative descriptive approach to gather and analyze the data on the guests’ level of satisfaction on the hospitality services of selected hotels in Muntinlupa City. The researchers used a standardized quantitative instrument to collect data. A modified questionnaire was utilized to obtain the demographic profile and the guests’ level of satisfaction on the hospitality services. The study shows that respondents have common assessment or responses on the hospitality services of selected hotels, they rated the amenities and hotel concierge highly satisfied. Moderately satisfied on food and beverages, housekeeping, and security, respectively. However, the majority of them rated the room rates less satisfied which is the primary concern of this study. Hence, data show that room rate is one of the most significant aspects of the hospitality industry. It is important to find the right balance between providing a spectacular experience for your guests while keeping the rate affordable.

Key-Words / Index Term :
Hospitality Management and Services, Guests’ Satisfaction.

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