Effectiveness of Handling Guest Complaints

potency OF HANDLING GUEST COMPLAINTS BY anterior OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A look into donationed to the Faculty of College of Hospitality and Institutional Management Our peeress of Fatima University In Partial Fulfillment of the Requirements for the Degree Bachelor of skill in Hotel and eating place Management redbreast JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN JOY A. QUIDULIT CHRISTOPER S. ROSALES multiplication D. C. SUSANA October 2011 acknowledgmentThe investigateers would like to extend their earnest gratitude for the people who made it possible for them to bury this research study. This would not be achievable without the help and supervision of the pursual people who atomic number 18 their motivation in doing this research study. To the cherished knobs of priggish Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezo n metropolis who allowed us to conduct our heap for their pilot and actual study.To Ms. Maria Paz T. Castro, our adviser, whos not tired of respondent our question and few complains, teach us on how to exert parkway in any 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 back up 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 ourconstitutionwanting to debate up and throw in the towel make us regard that thithers always a key in every lock, Thank you so much Dear Lord. ABSTRACT Title 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 CASTRODegree BACHELOR OF SCIENCE IN HOTEL AND eating house MANAGEMENT Date Completed OCTOBER 2011 The researchers conducted this study to learn the potentiality of discourse Guest Complaints by Front Office Desk Staff as observe by the Guest at Selected Hotels. Specifically aims to answer the following questions or so the visibility of the respondents, how satisfied the respondents regarding their advantage satisfaction, recommendations that can provide solutions to the said problems and there is no meaningful alliance 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 dollar bill (50) Guest at Nice Hotel in Cubao Quezon metropolis was c onsidered 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 replete(p) 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 real 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 leaf nodes are 30-39 years old, male, clients (2) most of them are satisfied regarding the strong point of handling guest complaints by crusade point desk mental faculty at Nice Hotel in Cubao Quezon metropolis. (3) It was recommended that the comportment superpower desk lag of the hotel should initiate talk with the gues t to get feedback about their service to rectify their service. 4) In equipment casualty of age and gender there is no significant relationship between the effectiveness in handling guests complaints by the front office desk staff in selected hotels and their demographic profile. In hurt of educational attainment and status of employment there is a significant relationship between the effectiveness in handling guests complaints by the front office desk staff in selected hotels and their demographic profile TABLE OF CONTENTS Page TITLE PAGE.. i APPROVAL SHEET.. .. ii ACKNOWLEDGEMENT.. iii ABSTRACTiv TABLE OF CONTENTS v LIST OF TABLES. .. .. ix LIST OF FIGURES. .. x CHAPTER 1. THE PROBLEM AND ITS BACKGROUND. 1 INTRODUCTION1 Background of the lead.. 1 Statement of the problem. 2 Hypothesis.. 3 logical implication of the study. 3 Scope and Delimitation of the study.. Definition of terms.. 6 2. REVIEW OF RELATED LITERATURE AND RESEARCH STUDIES7 related Foreign Literature.. 7 Related Local Literature 8 Related Foreign Studies.. 10 Related Local Studies.. 12 conceptual Framework.. 14 Research Paradigm.. 16 3. RESEARCH METHOLOGY.. 17 Research Design.. 17 Research Setting.. 17 Research Subject.. 18 Research factoration 18Validation of Instrument18 Data Gathering Procedure18 Statistical discourse. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA21 Demographic visibility of the Respondent21 Common guests complaints handled by the front office desk staff in selected hotels in manila paper25 unofficial & Chi-square test on the significant relationship between effectiveness in handling guests complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents. 28 5. compend OF FINDINGS CONCLUSION, RECOMMENDATION.. 31 Summary of findings.. 31 Conclusions. 33 Recommendations.. 34 REFERENCES35 APPENDICES. 36 A. Map of Research Setting37 B. Title adulation38 C. Letter of Request for Conduct of a Pilot theat re 39 D. Letter of Request for Conduct of Actual Study.. 40 E. Research Instrument.. 41 F. Hypothesis Testing. 49 G. broadcast Vitae. 50 List of accedes Table no.I Demographic write of the Respondents 1. 1 Distribution of Respondents in Terms of season21 1. 2 Distribution of Respondents in Terms of gender22 1. 3 Distribution of Respondents in Terms 23 of educational Attainment 1. 4 Distribution of Respondents in Terms 23 of locating of involvement 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 Curriculum vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city Contact no 09461113536 electronic m ail overlayemailprotected com - EDUCATIONAL BACKGROUND 2009-Present Bachelor of Science in Hotel and Restaurant Management Our maam of Fatima University Hilltop Subdivision, Lagro, Quezon City 2005-2008 SecondaryRoxas discipline high civilize Roxas, San Isidro, Surigao del Norte 1999-2004 elemental Sto Nino Elementary School Sto Nino, San Isidro, Surigao del Norte - PERSONAL BACKGROUND sexual activity egg-producing(prenominal) Age 19 years old Birth troth June 09, 1992 Height 54 Civil locating single(a) ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B.Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal Mobile number 09213336967 Email address emailprotected com EDUCATIONAL BACKGROUND 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003Elementary Gulod Malaya Elem entary School Barangay Gulod Malaya, San Mateo Rizal PERSONAL BACKGROUND Gender Male Age19 years old Birth dateNovember 12, 1991 Height56 Civil StatusSingle __________________ Robin 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 Redeemer School of Kalookan Franville V. Subd. , Caloocan City Elementary 1996 2003genus Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City PERSONAL BACKGROUND Gender FemaleAge20 yr/old Birth dateNovember 10, 1990 free weight95 lbs Height52 Civil StatusSingle _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 Lot 18 cranial orbit B dismay 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 High 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 Male Age23 years old Birth dateNovember 05, 1987 Height57 Civil StatusSingle ____________________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Maginoo 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 Es peranza St. Hilltop Mansion 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 Status Single _____________________ GENESIS C. SUSANA Computation Table 1 Table 1 frequency and Percentage Distribution of Respondents in Terms of Age n=50 Age F P=f/n* one C % gross 9 below 3 (3/50* vitamin C) 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 to a higher place 5 (5/50*100) 10 4 Total 50 100 Computation Table 1. 1 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 Computation Table 1. 2 Frequency and Percentage Distribution of Respondents in Terms of educational Qualification 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 Post Grad. 8 (8/50*100) 16 4 Total 50 100 Computation Table 1. 3 Frequency and Percentage Distribution of Respondents in Terms of Status of body of work n=50 Status of study f P=f/n*100 % Rank doer 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. Missing of personal belonging 3. 40 near 10 2. haywire equipments and facilities 3. 2 genuinely serious 7 3. Lack of courtesy of the front office staff in dealing with the guest 3. 64 real tidy 3 4. Slow and ineffective reservation procedures 3. 82 Very Good 1 5. Neigbors intolerable noises 3. 76 Very Good 2 6. Unsatisfactory of concierge 3. 58 Very Good 5 7. Not surface attended by front office staff 3. 42 Good 9 8. Wrong means assignment or type of room given to the guest 3. 56 Very Good 6 9. pathetic servi ce of the staff 3. 48 Good 8 10. Delayed service of the front office desk staff 3. 62 Very Good 4 Grand Mean 3. 62 Very Good Computation in terms of Age E=RT*CT/50ObservedAge unretentive add up Good Very Good elegant 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 Expected Age poor fair 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 scummy fairish 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 Poor medium 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 Expected 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 excellent Elementary ammonium alum 0 1. 32 4. 84 4. 62 0. 22 High School graduate 0 1. 68 6. 16 5. 88 0. 28 College down 0 2. 04 7. 48 7. 14 0. 34 Post Graduate 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 practice E=RT*CT/50 Observe d Status of Employment Poor Average Good Very Good Excellent RT prole 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 staff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile ComputedX? TabulatedX? df ? Comparison close Conclusion Age 5. 56 15. 51 8 0. 05 Less than seize Ho There is no significant relationship Gender 1. 45 5. 9 2 0. 05 Less than Accept Ho There is no significant relationship Educational attainment 23. 6 1 16. 92 9 0. 05 Greater 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.