EFFECTIVENESS OF HANDLING GUEST COMPLAINTS
BY FRONT OFFICE DESK STAFF AS OBSERVED
BY THE GUEST AT SELECTED HOTELS
A Research Presented to
the Faculty of College of Hospitality and Institutional Management Our Lady of Fatima University
In Partial Fulfillment
of the Requirements for the Degree
Bachelor of Science in Hotel and Restaurant Management
ROBIN JUDE B. ELAURIA
KATRINA CARLA G. GERALDINO
AILEEN JOY A. QUIDULIT
CHRISTOPER S. ROSALES
GENESIS D.C. SUSANA
The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research study. This would not be achievable without the help and supervision of the following people who are their motivation in doing this research study.
To the cherished guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study.
To Ms. Maria Paz T. Castro, our adviser, who’s not tired of answering our question and few complains, teach us on how to exert effort in every task that we should do and sharing her knowledge and expertise in doing this research guiding until the final defense.
To Mr. Cledante Navalta, our statistician, for their effort and time in plateful them to accomplish the statistical analysis of the research studies.
To our parents who always supported us for financial all the way through the process of our research studies.
Last but not the least, the omnipresent God, for answering our prayers for giving us the strength to plod on despite our constitution wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord.
EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY
FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST
AT SELECTED HOTELS
Proponents: ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN JOY A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA
Adviser: MS. MARIA PAZ CASTRO
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT
Date Completed: OCTOBER 2011
The researchers conducted this study to determine the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the profile of the respondents, how satisfied the respondents regarding their service satisfaction, recommendations that can provide solutions to the said problems and there is no significant relationship between the satisfaction of the respondents and their demographic profile of the respondents. A descriptive method of research was used together with the questionnaire as the main instrument in gathering the needed data and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered for the study. In analyzing and interpreting the data gathered, the statistical treatments used were, the percentage which was used to compare the frequencies of responses to the total number of responses, and the weighted mean which was used in measuring the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. The chi-square test is used to determine whether there is no significant relationship between the expected frequencies and the observed frequencies in one or more categories. With all the gathered information, the researchers arrived at the following conclusion: (1) most of the guests are 30-39 years old, male, guests (2) most of them are satisfied regarding the effectiveness of handling guest complaints by front office desk staff at Nice Hotel in Cubao Quezon City. (3) It was recommended that the front office...
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