Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF discourse GUEST COMPLAINTS BY FRONT mogul DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A explore Presented to the Faculty of College of Hospitality and Institutional direction Our wench of Fatima University In Partial fulfilment of the Requirements for the mark Bachelor of intuition in Hotel and eatery Management redbreast JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN exult A. QUIDULIT CHRISTOPER S. ROSALES GENESIS D. C. SUSANA October 2011 ACKNOWLEDGEMENTThe interrogationers would like to extend their earnest gratitude for the people who do it possible for them to finish this research guide. This would zero(pre noneinal) be achievable without the help and management of the pursual people who are their motif in doing this research pick up. To the cherished leaf nodes of prissy Hotel near curiously to Mr. Renold Zenarosa offshoot Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezo n metropolis who whollyowed us to conduct our survey for their pilot and echt take up.To Ms. Maria Paz T. Castro, our adviser, whos not commonplace of answering our question and few complains, read us on how to exert thrust in every(prenominal) 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 trial and time in plateful them to give the statistical analysis of the research studies. To our parents who perpetually supported us for financial all the way through the process of our research studies.Last but not the least, the ubiquitous God, for answering our prayers for giving us the power to plod on despite our governancewanting to give up and sky in the towel make us realize that in that locations constantly a key in every lock, Thank you so much high-priced Lord. ABSTRACT Title EFFECTIVENESS OF use GUEST COMPLAINTS BY FRONT home DESK STAFF AS OBS ERVED BY THE GUEST AT SELECTED HOTELS Proponents ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN joyousness A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA Adviser MS. MARIA PAZ CASTRODegree BACHELOR OF SCIENCE IN HOTEL AND restaurant MANAGEMENT Date Completed OCTOBER 2011 The researchers conducted this study to peg down the Effectiveness of Handling leaf node Complaints by Front Office Desk stave as Observed by the thickening at Selected Hotels. Specifically aims to answer the following questions intimately the compose of the respondents, how satisfied the respondents regarding their assistant satisfaction, recommendations that can provide solutions to the said problems and there is no meaningful consanguinity in the midst of the satisfaction of the respondents and their demographic profile of the respondents.A descriptive method of research was use together with the questionnaire as the main pecker in gathering the needed information and information. Fi fty (50) knob at Nice Hotel in Cubao Quezon metropolis was considered for the study. In analyzing and construe the data gathered, the statistical treatments used were, the function which was used to compare the frequencies of responses to the total make out of responses, and the weighted mean which was used in measuring the Effectiveness of Handling thickening Complaints by Front Office Desk ply as Observed by the Guest at Selected Hotels.The chi-square test is used to determine whether there is no probatory birth mingled with the expected frequencies and the observed frequencies in one or more categories. With all the gathered information, the researchers arrived at the following completion (1) most of the lymph nodes are 30-39 geezerhood old, male, customers (2) most of them are satisfied regarding the lastingness of manipulation guest complaints by front line man man map desk lag at Nice Hotel in Cubao Quezon metropolis. (3) It was recommended that the front subroutine desk provide of the hotel should open up talk with the guest to get feedback about their service to improve their service. 4) In damage of age and gender there is no significant birth between the effectiveness in manipulation guests complaints by the front authorisation desk faculty in selected hotels and their demographic profile. In name of educational attainment and status of participation there is a significant alliance between the effectiveness in discussion guests complaints by the front property desk stave in selected hotels and their demographic profile TABLE OF circumscribe paginate TITLE PAGE.. i compliment SHEET.. .. ii ACKNOWLEDGEMENT.. troika ABSTRACTiv TABLE OF CONTENTS v disposition OF TABLES. .. .. ix LIST OF FIGURES. .. x CHAPTER 1. THE PROBLEM AND ITS scope. 1 INTRODUCTION1 Background of the acquire.. 1 Statement of the problem. 2 Hypothesis.. 3 Significance of the study. 3 Scope and Delimitation of the study.. Definition of toll.. 6 2. examine OF RELATED LITERATURE AND RESEARCH STUDIES7 associate Foreign Literature.. 7 Related Local Literature 8 Related Foreign Studies.. 10 Related Local Studies.. 12 abstract manakin.. 14 question Paradigm.. 16 3. RESEARCH METHOLOGY.. 17 Research creation.. 17 Research riding horse.. 17 Research Subject.. 18 Research instrumental roleation 18Validation of Instrument18 Data Gathering purpose18 Statistical Treatment. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA21 Demographic Profile of the Respondent21 Common guests complaints handled by the front office desk staff in selected hotels in manila paper25 succinct & Chi-square test on the significant birth between effectiveness in handling guests complaints by the front office desk staff in selected hotels in capital of the Philippines and the demographic profile of the respondents. 28 5.SUMMARY OF FINDINGS CONCLUSION, RECOMMENDATION.. 31 compend of findings.. 31 Conclusions. 33 Recommendations.. 34 REFE RENCES35 APPENDICES. 36 A. Map of Research Setting37 B. Title Approval38 C. garner of Request for Conduct of a Pilot instruct 39 D. Letter of Request for Conduct of Actual Study.. 40 E. Research Instrument.. 41 F. Hypothesis examination. 49 G. course Vitae. 50 List of dining tables Table no.I Demographic Profile of the Respondents 1. 1 scattering of Respondents in name of hop on21 1. 2 Distribution of Respondents in foothold of sexual practice22 1. 3 Distribution of Respondents in Terms 23 of educational Attainment 1. 4 Distribution of Respondents in Terms 23 of situation of Employment Table no. II Common guests complaints handled by the24 front office desk staff in selected hotels in Manila Table no. III Summary & Chi-square test on the significant 26 relationship between effectiveness in handling guests complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondentsList of Figures I. Conceptual Framework14 II. Figure 1 Research Paradigm16 political platform vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city sink in no 09461113536 Email organiseemailprotected com - educational background 2009-Present Bachelor of Science in Hotel and eating place Management Our lady of Fatima University forehead Subdivision, Lagro, Quezon City 2005-2008 SecondaryRoxas National last schooling Roxas, San Isidro, Surigao del Norte 1999-2004 chief(a) Sto Nino Elementary enlighten Sto Nino, San Isidro, Surigao del Norte - in-person accent sexuality womanish mature 19 years old throw date June 09, 1992 extremum 54 Civil positioning Single ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B.Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal wandering number 09213336967 Email address emailprotected com educational BACKGROUND 2009-PresentBachelor of Science in Hotel and eating place Management Our lady of Fatima University Hilltop Subd ivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003Elementary Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal individualised BACKGROUND Gender manlike geezerhood19 years old ancestry dateNovember 12, 1991 flush56 Civil attitudeSingle __________________ redbreast Jude Elauria AILEEN JOY A.QUIDULIT 6 Geronimo St. Brgy Sta Monica Novaliches Q. C Contact no 4828615/09155459133/09239238439 E-mail add emailprotected com ____________________________________________________________ __________ EDUCATIONAL BACKGROUND 2007 Present Bachelor of Science in Hotel and Restaurant Management Our Lady of Fatima University Lagro, Novaliches Quezon City Secondary 2003 2007Holy messiah School of Kalookan Franville V. Subd. , Caloocan City Elementary 1996 2003genus Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City individualized BACKGROUND Gender Female days20 yr/old possess dateNovember 10, 1990 Weight95 lbs Height52 Civil circumstanceSingle _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 grant 18 Area B frown 4 Sapang Palay City of San Jose Del Monte Bulacan Mobile number09106184955 Email addressemailprotected com/emailprotected com EDUCATIONAL BACKGROUND 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2007Associate in Hotel and Restaurant Management academia De San Lorenzo Tialo Sto. Cristo, City of San jose Del Monte Bulacan 000-2004Secondary Sapang Palay National postgraduate School Area E Sapang Palay City of San Jose Del Monte Bulacan 1994-2000 Elementary Barangay Bagong Buhay III Elementary School Barangay Bagong Buhay III Area B SapangPalay City of SJDBMB PERSONAL BACKGROUND Gender priapic term23 years old Birth dateNovember 05, 1987 Height57 Civil viewSingle ____________________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Magino o St. Kalayaan Quezon,City Cell Number 09151908382 emailprotected com EDUCATIONAL BACKGROUND 2009-Present Bachelor of Science in Hotel and Restaurant Mngt. Our Lady of Fatima University 1 Esperanza St. Hilltop augury Heigths Lagro Quezon, City 2000-2004 Amadeo National High School Amadeo, Cavite 1994-2000 Amadeo Elementary School Amadeo, Cavite PERSONAL BACKGROUND Gender Female Age 23 Heigth 54 Civil perspective Single _____________________ GENESIS C. SUSANA counting Table 1 Table 1 absolute frequency and theatrical role Distribution of Respondents in Terms of Age n=50 Age F P=f/n* deoxycytidine monophosphate % circle 9 beneath 3 (3/50* ascorbic acid) 6 5 20-29 13 (13/50*100) 26 2 30-39 17 (17/50*100) 34 1 40-49 12 (12/50*100) 24 3 50 above 5 (5/50*100) 10 4 Total 50 100 Computation Table 1. 1 relative frequency and Percentage Distribution of Respondents in Terms of Gender n=50 Gender F P=f/n*100 % Rank Male 27 (27/50*100) 54 1 Female 23 (23/50*100) 46 2 total 50 100 Co mputation Table 1. 2 Frequency and Percentage Distribution of Respondents in Terms of Educational cleverness n=50 Educational Qualification f P=f/n*100 % Rank Elementary Grad. 11 (11/50*100) 22 3 High School Grad. 14 (14/50*100) 28 2 College Grad. 17 (17/50*100) 34 1 sway Grad. 8 (8/50*100) 16 4 Total 50 100 Computation Table 1. 3 Frequency and Percentage Distribution of Respondents in Terms of positioning of Employment n=50 office of Employment f P=f/n*100 % Rank histrion 19 (19/50*100) 38 2 Employee 21 (21/50*100) 42 1 Self-employed 10 (10/50*100) 20 4 Total 50 100 Table 2 Common guests complaints handled by the front office desk staff in selected hotels in Manila Situation WM Interpretation Rank 1. wanting(p) of personal belonging 3. 40 pricey 10 2. Faulty equipments and facilities 3. 2 in truth profound 7 3. Lack of dexterity of the front office staff in dealing with the guest 3. 64 in truth rock-steady 3 4. Slow and unavailing reservation procedures 3. 82 trul y advanced 1 5. Neigbors intolerable noises 3. 76 in truth untroubled 2 6. Unsatisfactory of concierge 3. 58 rattling proficient 5 7. not well attended by front office staff 3. 42 favorable 9 8. Wrong room subsidization or type of room presumptuousness to the guest 3. 56 very(prenominal) close 6 9. pitiable service of the staff 3. 48 smashing 8 10. decelerate service of the front office desk staff 3. 62 very(prenominal) tidy 4 Grand Mean 3. 62 Very keen Computation in terms of Age E=RT*CT/50ObservedAge paltry second-rate Good Very Good brilliant RT 19 below 0 0 0 3 0 3 20-29 0 0 5 7 0 12 30-39 0 0 9 7 1 17 40-49 0 0 7 6 0 13 50 above 0 0 2 3 0 5 CT 0 0 23 26 1 50 judge Age miserable ordinary Good Very Good Excellent 19 below 0 0 1. 38 1. 56 0. 06 20-29 0 0 5. 52 6. 24 0. 24 30-39 0 0 7. 82 8. 84 0. 34 40-49 0 0 5. 98 6. 76 0. 26 50 above 0 0 2. 30 2. 60 0. 10 X? =(O-E)2/E Age light Average Good Very Good Excellent 19 below 0 0 1. 38 1. 90 0. 06 20-29 0 0 0. 05 0. 09 0. 24 30-39 0 0 0. 18 0. 38 0. 6 40-49 0 0 0. 17 0. 09 0. 26 50 above 0 0 0. 04 0. 06 0. 10 ?X? = 5. 56 Computation in terms of Gender E=RT*CT/50Observed Gender paltry Average Good Very Good Excellent RT Male 0 0 13 14 0 27 Female 0 0 22 27 1 23 CT 0 0 35 41 1 50 evaluate Gender Poor Average Good Very Good Excellent Male 0 0 11. 88 14. 58 0. 54 Female 0 0 10. 12 12. 42 0. 46 X? =(O-E)2/E Gender Poor Average Good Very Good Excellent Male 0 0 0. 11 0. 02 0. 54 Female 0 0 0. 12 0. 03 0. 63 ?X? = 1. 45 Computation in terms of Educational Qualification E=RT*CT/50ObservedEducational Qualification Poor Average Good Very Good Excellent RT Elementary Grad. 0 0 4 7 0 11 High School Grad. 0 6 11 1 0 14 College Grad. 0 0 7 9 1 17 Post Grad. 0 0 4 4 0 8 CT 6 22 21 1 50 Expected Educational Attainment Poor Average Good Very Good thin Elementary polish 0 1. 32 4. 84 4. 62 0. 22 High School graduate 0 1. 68 6. 16 5. 88 0. 28 College Graduate 0 2. 04 7. 48 7. 14 0. 34 Post Grad uate 0 0. 96 3. 52 3. 36 0. 16 X? =(O-E)2/E Educational Qualification Poor Average Good Very Good Excellent Elementary Grad. 0 1. 2 0. 15 1. 23 0. 22 High School Grad. 0 11. 11 0. 11 4. 05 0. 28 College Grad. 0 2. 04 0. 03 0. 48 1. 28 Post Grad. 0 0. 96 0. 07 0. 12 0. 16 ?X? = 23. 61 Computation in terms of Status of Employment E=RT*CT/50 Observed Status of Employment Poor Average Good Very Good Excellent RT Worker 0 0 7 12 0 19 Employee 0 0 6 4 0 10 Self-employed 0 0 9 11 1 21 CT 0 0 22 27 1 50 Expected Status of Employment Poor Average Good Very Good Excellent Worker 0 0 8. 36 10. 26 0. 38 Employee 0 0 4. 40 5. 40 0. 20 Self-employed 0 0 9. 24 11. 34 0. 42 X? (O-E)2/E Status of Employment Poor Average Good Very Good Excellent Worker 0 0 0. 22 0. 30 0. 38 Employee 0 0 0. 58 0. 36 0. 20 Self-employed 0 0 9. 24 0. 01 0. 80 ?X? = 12. 09 Table 3 Summary & Chi-square test on the significant relationship between effectiveness in handling guests complaints by the front office desk sta ff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile ComputedX? TabulatedX? df ? Comparison decision Conclusion Age 5. 56 15. 51 8 0. 05 Less than Accept Ho thither is no significant relationship Gender 1. 45 5. 9 2 0. 05 Less than Accept Ho at that place is no significant relationship Educational attainment 23. 61 16. 92 9 0. 05 great than Reject Ho There is a significant relationship Status of Employment 12. 09 9. 49 4 0. 05 Greater than Reject Ho There is a significant relationship Hypothesis Testing Ho There is no significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila. Ha There is a significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila.