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Customer Satisfaction of Standard Hotels in Tagaytay City Essay

Introduction

The hotel industry grew with travel, as people needed places for shelter and food along the routes they travelled, whether by land, water or air. The hotel industry is, therefore, one of the oldest endeavors in the world. (Andrews, 2009) Owners of the hotel realized that a customer has their own demand in services and facilities, that is why they developed what the hotels are offering before through what are the customer’s needs. The Hotel Proprietors Act 1956 provides a clear definition of a hotel: An establishment held out by the proprietor as offering food, drink and, if so, required, sleeping accommodation, without special contract, to any traveler presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received. Hotels can be classified into different types according to their target market, size, location, facilities or ownership. (Baker.,Huyton., Bradley., 2000)

Recently, the hotel industry trends towards separating the services sector between hotels. Many hotels nowadays offer recreation for a particular group of tourists. Popular family hotels, hotels for the newlyweds and hotels for people with disabilities, each of them has its unique set of services. Among the services that are indirectly related to the customers, that means that they are not involved in direct care of guests, are marketing service and bookkeeping of the hotel. Reservation, once considered one of the main hotel services, today has become an anachronism. Nowadays, in order to book a hotel clients use the services of the major tour operators. Online booking through the numerous tourist online services is getting increasingly popular. Booking.com says it offers 202,842 hotels globally. STR Global estimates that there are 187,000 hotels, offering 17.5 million guest rooms, around the globe.

The Priceline Group’s supply included 200,900 hotels through March 19, Susquehanna estimates, and during the first quarter it was adding about 1,541 properties (hotels, apartment hotels, motels, hotels, residence hotels, B&B’s and guest houses) per week. (tnooz.com, 2012) In the Philippines, hotels can be classified into four categories: De Luxe class, First class, Standard class, and Economy class. The higher the star rating of the hotel is, the higher its luxury level. De Luxe has 30, First class has 16, Standard has 83 and Economy has 43 as of September 2011. (tourism.gov.ph, 2011) One of the famous tourist destinations is Tagaytay City. In order for the place to accommodate guests; they have nine hotels that were accredited by the Department of Tourism. Standard Hotels offer an affordable stay and provide all basic amenities to the tourists.

These hotels are considered as the best option for all those people who look out for affordable accommodations and don’t find it sensible wasting money over unnecessary facilities. (EzineArticles.com) Republic Act No. 7160 otherwise known as the Local Government Code of 1991Section 5. Requirements for a standard class hotel: Location, Bedroom facilities and furnishings, Front office/reception, Housekeeping, Food and Beverage, Engeering and Maintenance, General Facilities, Service and Staff, Special Facilities. (tourism.gov.ph)

Background of the Study

Tagaytay has a lots of business establishments that can affect ones operations. There are a lot of hotels and establishments in Tagaytay that offer different accommodations, amenities and services such as Bed and Breakfast, Inns, Apartment Hotels, Apartel and other establishments located in Tagaytay City. Hotel Dominique welcomes the guests into a charming European – style chalet in the cool countryside of Tagaytay. The guests can hole up in a Balinese suite or cabana with direct access to the pool. But they’re more than just one place to stay. Hotel Dominique imparts the feeling of “home” when they greet guests with the warmest of smiles and attend you your needs promptly. And whether the guests spend their days sampling their signature dishes or getting a massage, guests can always come back to a room that looks like the very first day they saw it. (hoteldominique.net,2011) Hotel Kimberly nestled close to Tagaytay City’s café district. It offers elegant accommodation, modern facilities, and genuine hospitality of its friendly and efficient staff.

All these set against the floral landscapes, breathtaking scenery, year-round cool climate, and wonderfully idyllic atmosphere of Tagaytay City. (hotelkimberly.com, 2012) The Lake Hotel Tagaytay offers charming, unbelievably serene spaces. With each reasonably priced accommodation you’re sure to finally be in a place where everything becomes unforgettable. (thelakehotel-tagaytaycity.com,2010) Discovery Country Suites in Tagaytay focuses only on giving you these special moments that you simply will never simply forget. Whether being awed by breathtaking views of Taal Volcano and Lake or lounging away at our distinctively themed rooms, every second spent here should be savored.

For some, these uninhibited pleasures may seem trivial and even insignificant. But it is these little moments that inspire us the most. (discoverycountrysuites-tagaytay.com,2012) One Tagaytay Place Hotel suites offers a refreshing vibe of Tagaytay, let our hotel’s cozy rooms and amenities tickle your senses. Stay in bed a little longer and enjoy the sumptuous comforts of a richly furnished guestroom. Indulge in local and international cuisine, Tagaytay delicacies, spa treatments, and other pleasurable choices. Go celebrate life’s most important events with friends and family at the Aurora Grand Ballroom.

Live that perfect day at One Tagaytay Place Hotel Suites. (onetagaytayplace.com,2012) Days Hotel Tagaytay is an affordable luxury. An ambiance of carefully cultured elegance.Architecture, appointments and amenities of distinction.Outstanding customer service.Awesome cuisines from all over the world.Addictive flavors and captivating tastes.Creature comforts without compromise.Dedication to enhancing everyday expectations.Pleasant surprises that ensure every guest leaves happy. It all comes together in the Best Value under the Sun. (dayshotel.ph, 2012)

Statement of the Problem

This study will determine the level of guests satisfaction experienced by the customers through the services they offer and help to improve their services on guests. Specifically, the study sought to answer the following questions:

1. What is the profile of the respondents in terms of:
a) Age
b) Gender
c) Educational Attainment
d) Monthly Income
e) Place of Origin
2. What are the levels of guest satisfaction of Standard Hotels in Tagaytay in terms of: a) Accommodation
b) Front Office Service
c) Facilities and amenities
d) Food and Beverage Service

3. Is there a significant difference between the ratings of the respondents based on the criteria set by the Department of Tourism on the different services provided to guests by standard hotels in Tagaytay City? 4. Is there significant relationship between the profile variable of the respondents to the ratings on there level og satisfaction? 5. What action plan can be proposed?

Significance of the Study
This study will be beneficial to the following:

Province of Cavite. This study will benefit by knowing the strategies on how to encourage tourists to visit Cavite by means of this, Cavite may attract more tourists because of the quality of the rendered services and accommodation by the hotels.

Tagaytay City. This study will benefit by improving or increasing the tourists arrival in Tagaytay City. Hotel Industry. This study will benefit by helping the hotel industry to improve their service and products to the better service and strategies of their competitive life. As well as the management and staff of the hotel, and also the customers.

Students. This study will benefit by helping the students to have an idea concerning the service of an establishment, which can make their study easier and realistic. Future Researchers. This study will benefitby using our study asreference or source of other studies to be conducted.

Scope and limitation

The researchers cover the guest and employees of standard hotels in Tagaytay city. The study is limited to six (6) standard hotels accredited by Department of Tourism in Tagaytay city. They are the respondents of the study. They will evaluate and analyze the whole production of standard hotel
in Tagaytay city.The researchers will conduct a survey to 120 respondents, 20 respondents per standard hotel.

Definition of Terms

Accommodation- is anything done to adjust with the expectations of others. It is equated so as to address needs and wishes or to reconcile contradictory interpretations of things. Accreditation – is a process in which certification of competency, authority, or credibility is presented. Amenities- Something that contributes to physical or material comfort. things that make you comfortable and at ease. Anachronism – an error in which a person, object, event, etc., is assigned a date or period other than the correct one.

Department of Tourism – is the executive department of the Philippine governmentresponsible for the regulation of the Philippine tourism industry and the promotion of the Philippines as a tourist destination. Facilities – something designed, built, installed, etc,. to serve a specific function affording a convenience or service. Food and Beverage – which is the sector/industry that specializes in the conceptualization, the making of, and delivery of foods. The largest are in restaurants and bars, including hotels, resorts, and casinos.

Front Office – welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts. Guest – a person who receives the hospitality of a hotel, a city. A person who patronizes a hotel, restaurant, etc. for the lodging, food, or entertainment it provide. Guest Satisfaction – is a measure of how products and services supplied by a company meet or surpass customer expectation. Satisfaction – an act of satisfying; fulfillment; gratification. The state of being satisfied or contentment. .

The researchers cover the guest and employees of standard hotels in Tagaytay City. The study is limited to six (6) standard hotels accredited by Department of Tourism in Tagaytay City. They are the respondents of the study. They will evaluate and analyze the whole production of standard hotel in Tagaytay city. The researchers will conduct a survey to 120 respondents, 20 respondents per standard hotel.

Definition of Terms

Accreditation – is a process in which certification of competency, authority, or credibility is presented. Anachronism – an error in which a person, object, event, etc., is assigned a date or period other than the correct one. Department of Tourism – is the executive department of the government responsible for the regulation of the Philippine tourism industry and the promotion of the Philippines as a tourist destination. Guest – a person who receives the hospitality of a hotel, a city. A person who patronizes a hotel, restaurant, etc. for the lodging, food, or entertainment it provides. Guest Satisfaction – is a measure of how products and services supplied by a company meet or surpass customer expectation. Satisfaction – an act of satisfying; fulfillment; gratification. The state of being satisfied or contentment.


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