Kate Calubad | Yvette Iora Namit
This study assessed the current quality management practices of Laresio Lakeside Resort and Spa in Brgy. Tadlac, Los Baños, Laguna in terms of the seven principles of ISO 9001:2015. Specifically, it identified the clients’ level of agreement to the services of the resort regarding their customer focus. It also determined the strengths, weaknesses, opportunities, and threats of their quality management practices and identified the ways to improve those practices. Survey, observation, and key informant interviews were used in gathering data. The Human Resource and Operations Manager and the executive assistant of the Administration Department who had knowledge of the quality management practices of the resort were interviewed. Results revealed that most clients agreed that their expectations related to ISO customer focus principles were satisfied by the quality management practices of Laresio. The researchers had also identified the strengths, weaknesses, opportunities, and threats of their quality management practices, as well as the areas to be improved and the possible solutions. The researchers recommended: to the Management of Laresio Lakeside Resort and Spa, to sustain the strengths in the seven principles, to address the weaknesses of their current quality management practices in the six principles, and to apply for ISO certification; for the customers, to provide information on the practices being implemented by the management of the resort and intensify their interest to avail the services rendered by hospitality industries; for the future researchers, to conduct a similar in-depth case study; and for the Tourism students of Letran Calamba, to obtain knowledge in quality management practices, and to delve in a similar study in the areas not explored by this study.
ISSN 1908-3866 (Print)
Philippine E-Journals
