Philippine E-Journals

Guest Service Management among Hotels and Restaurants in Butuan City

Christian O. Luspo | Amani Charles T. Remetio | Benje Poll M. Sadial | Maricel L. Pabatang

 

Abstract:

Measuring the quality of Services in Hotels and Restaurants enhances staffs and employees’ capability and performance. The study attempts to examine the presence of the services as to Warm environment of hospitality, excellence in guest service skill and Rewards to guest satisfaction, and to determine the level of guest satisfaction with it in connection to Confirmation/Disconfirmation Theory offered by the Hotels and Restaurants in Butuan City. The respondents were the guest who visited the Hotels and Restaurants in Butuan City. Statistical tools used to test the hypothesis were frequency, percentage, weighted mean, and chisquare. The study aimed to identify the level of guest satisfaction of the services offered and identify the pinpoint areas to be improved. Furthermore, the result of this study can help and keep as the basis of the hotel to fully develop and maintain a good quality of service. The researchers found that the services of Hotels and Restaurants in Butuan City are moderately Satisfy the guest who visits the hotel and restaurant. Therefore, staff and employees should enhance, facilitate, and continue to exert effort in serving a guest.