OPTIMIZING LODGING OPERATIONAL SERVICES: BEST PRACTICE FRAMEWORKS DERIVED FROM GUEST SATISFACTION ANALYTICS IN QUEZON CITY

Abstract

This study aims to assess guest perceptions regarding lodging operational services in selected three-star hotels in Quezon City, recognizing that guest satisfaction plays a critical role in shaping service quality, customer loyalty, and overall competitiveness in the hospitality industry. With the increasing expectations and sophistication of modern travelers, understanding how guests evaluate various aspects of hotel operations has become essential for identifying strengths, addressing weaknesses, and enhancing the overall guest experience. The research specifically focused on key operational service areas, including front office, housekeeping, food and beverage, and maintenance services, which are widely regarded as core factors influencing guest satisfaction and repeat patronage. A quantitative research design was employed to ensure systematic and measurable data collection, utilizing a structured survey questionnaire that was distributed to hotel guests who had stayed in the selected establishments within the past six months, thereby reflecting recent and relevant experiences. The collected data were analyzed using descriptive and inferential statistical techniques to determine the levels of guest satisfaction across different service areas and to identify specific gaps where service improvement is needed. Findings indicated that guests generally held favorable perceptions of front office and housekeeping services, reflecting effective staff performance and operational efficiency in these areas; however, notable gaps were observed in the consistency and quality of food and beverage offerings as well as in the responsiveness and upkeep of maintenance services, highlighting areas that require focused management attention. It provides actionable recommendations for hotel management in refining service protocols, and implementing continuous quality monitoring systems.

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