Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF HANDLING client COMPLAINTS BY FRONT OFFICE DESK rung AS OBSERVED BY THE GUEST AT SELECTED HOTELS A Research Presented to the Faculty of College of Hospitality and Institutional charge Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree live of acquisition in Hotel and eating house care ROBIN JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN exult A. QUIDULIT CHRISTOPER S. ROSALES generation D. C. SUSANA October 2011 ACKNOWLEDGEMENTThe researchers would like to extend their earnest gratitude for the people who made it thinkable for them to finish this research study. This would not be achievable without the help and oversight of the interest people who are their motivation in doing this research study. To the wanted lymph nodes of Nice Hotel well-nigh especially to Mr. Ren obsolescent Zenarosa Branch bus of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to exile our survey for their pilot and actual study.To Ms. Maria Paz T. Castro, our adviser, whos not pall of answering our question and few complains, teach us on how to do effort in every task that we should do and sharing her companionship and expertise in doing this research guiding until the final defense. To Mr. Cledante Navalta, our statistician, for their effort and sequence in plateful them to accomplish the statistical analysis of the research studies. To our parents who ceaselessly supported us for financial all the way through the put to work of our research studies.Last but not the least, the omnipresent God, for answering our prayers for gravid us the strength to plod on despite ourconstitution missing to give up and throw in the towel make us realize that theres always a key in every lock, Thank you so much Dear Lord. regard human action EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS Propon ents ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN happiness 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 determine the speciality of Handling Guest Complaints by Front Office Desk round as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the write of the respondents, how satisfied the respondents regarding their portion satisfaction, recommendations that can provide solutions to the say problems and there is no portentous affinity amid the satisfaction of the respondents and their demographic profile of the respondents.A descriptive method of research was utilize unitedly with the questionnaire as the main instrument in gathering the needed information and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered for the s tudy. In analyzing and interpreting the data collect, the statistical treatments used were, the percentage which was used to liken the frequencies of responses to the total number of responses, and the weighted mean which was used in touchstone 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 solid kindred between the expect 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 customers are 30-39 years old, male, guests (2) most of them are satisfied regarding the potence of manipulation guest complaints by precedent man touch desk module at Nice Hotel in Cubao Quezon City. (3) It was recommended that the foregoing emplacement desk staff of the hotel should initiate talk with the guest to get feedback about their service to i mprove their service. 4) In harm of age and gender there is no significant relationship between the potentiality in handling guests complaints by the front business desk staff in selected hotels and their demographic profile. In terms of educational acquisition and status of employment there is a significant relationship between the effectiveness in handling guests complaints by the front locating desk staff in selected hotels and their demographic profile TABLE OF CONTENTS Page TITLE foliate.. i APPROVAL SHEET.. .. ii ACKNOWLEDGEMENT.. iii ABSTRACTiv TABLE OF CONTENTS v magnetic dip OF TABLES. .. .. ix LIST OF FIGURES. .. x CHAPTER 1. THE PROBLEM AND ITS mount. 1 INTRODUCTION1 place setting of the Study.. 1 Statement of the problem. 2 Hypothesis.. 3 Significance of the study. 3 Scope and Delimitation of the study.. description of terms.. 6 2. REVIEW OF RELATED LITERATURE AND look STUDIES7 Related Foreign literary works.. 7 Related Local Literature 8 Related Foreign Stud ies.. 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 Instrumentation 18 proof of Instrument18 Data Gathering Procedure18 statistical Treatment. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA21 demographic Profile of the Respondent21 putting green guests complaints handled by the front office desk staff in selected hotels in Manila25 abridgment & deoxyadenosine monophosphate 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.SUMMARY OF FINDINGS CONCLUSION, RECOMMENDATION.. 31 Summary of findings.. 31 Conclusions. 33 Recommendations.. 34 REFERENCES35 APPENDICES. 36 A. Map of Research Setting37 B. Title Approval38 C. Letter of Request for Conduct of a Pilot Study 39 D. Letter of Re quest for Conduct of material Study.. 40 E. Research Instrument.. 41 F. Hypothesis exam. 49 G. Curriculum Vitae. 50 be given of delays Table no.I demographic Profile of the Respondents 1. 1 Distribution of Respondents in cost of date21 1. 2 Distribution of Respondents in harm of grammatical gender22 1. 3 Distribution of Respondents in hurt 23 of educational Attainment 1. 4 Distribution of Respondents in wrong 23 of military position of Employment Table no. II Common guests complaints handled by the24 front office desk staff in selected hotels in Manila Table no. ternary 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 metropolis Contact no 0946111 3536 telecommunicate addressemail& one hundred sixtyprotected com &8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212- EDUCATIONAL BACKGROUND 2009-Present live of Science in Hotel and Restaurant Management Our lady of Fatima University hilltop Subdivision, Lagro, Quezon City 2005-2008 secondary coilRoxas National advanced School Roxas, San Isidro, Surigao del Norte 1999-2004 master(a) Sto Nino dim-witted School Sto Nino, San Isidro, Surigao del Norte &8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212&8212- personalised BACKGROUND sexuality Female duration 19 years old Birth date June 09, 1992 vizor 54 Civil precondition Single ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B.Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal Mobile number 09213336967 Email address email&160protected com EDUCATIONAL BACKGROUND 2009-PresentBachelor of Science in Hotel and Restaurant Managem ent Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003 dewy-eyed Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal ain BACKGROUND Gender priapic grow19 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 email&160protected 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 2003Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City PERSONAL BACKGROUND Gender FemaleAge20 yr/old Birth dateNovember 10, 1990 Weight95 lbs Height52 Civil StatusSingle _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 Lot 18 Area B lower 4 Sapang Palay City of San Jose Del Monte Bulacan Mobile number09106184955 Email addressemail&160protected com/email&160protected 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 manful Age23 years old Birth dateNovember 05, 1987 Height57 Civil StatusSingle ____________________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Maginoo St. Kalay aan Quezon,City Cell Number 09151908382 email&160protected com EDUCATIONAL BACKGROUND 2009-Present Bachelor of Science in Hotel and Restaurant Mngt. Our Lady of Fatima University 1 Esperanza St. Hilltop house 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 tally Table 1 Table 1 Frequency and voice Distribution of Respondents in Terms of Age n=50 Age F P=f/n*100 % Rank 9 below 3 (3/50*100) 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 entireness 50 100 deliberation Table 1. 1 Frequency and Percentage Distribution of Respondents in Terms of Gender n=50 Gender F P=f/n*100 % Rank young-begetting(prenominal) 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 susceptibility 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 stigmatise 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 Employment n=50 Status of Employment f P=f/n*100 % Rank Worker 19 (19/50*100) 38 2 Employee 21 (21/50*100) 42 1 free-lance(a) 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 stead WM Interpretation Rank 1. Missing of personal belonging 3. 40 steady-going 10 2. Faulty equipments and facilities 3. 2 in truth entire 7 3. deficiency of courtesy of the front office staff in dealing with the guest 3. 64 actually good 3 4. Slow and ineffective military reserve procedures 3. 82 in truth nigh 1 5. Neigbors intolerable noises 3. 76 Very neat 2 6. Unsatisfactory of concierge 3. 58 Very frank 5 7. Not well attended by front office staff 3. 42 Good 9 8. Wrong room assignment or type of room given to the guest 3. 56 Very Good 6 9. scummy service 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 Poor Average Good Very Good minute 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 pass judgment Age Poor Average Good Very Good gauzy 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 Poor 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 Poor 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 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 point Grad. 0 0 4 4 0 8 CT 6 22 21 1 50 Expected Educational Attainment Poor Average Good Very Good slight Elementary Graduate 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 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 Hig h 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 staff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile ComputedX? TabulatedX? df ? Comparison Decision C onclusion Age 5. 56 15. 51 8 0. 05 Less than take in 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. 61 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.