Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF intervention k zero(prenominal) COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A Research put forwarded to the Faculty of College of Hospitality and Institutional Management Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and restaurant Management ROBIN JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN JOY A. QUIDULIT CHRISTOPER S. ROSALES GENESIS D. C. SUSANA October 2011 ACKNOWLEDGEMENTThe interrogationers would like to extend their earnest gratitude for the people who made it possible for them to finish this question study. This would not be achievable without the help and supervision of the following people who are their motivation in doing this research study. To the cherished nodes of squeamish Hotel most especially to Mr. Renold Zenarosa Branch Manager of puritanical Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Qu ezon City who allowed us to conduct our survey for their pilot and actual study.To Ms. mare Paz T. Castro, our adviser, whos not tired of answering our question and few complains, teach us on how to exert effort in every 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 supported 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 with child(p) us the strength to plod on despite ourconstitutionwanting to give up and throw in the towel make us figure that in that respects 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 SELECT ED HOTELS Proponents ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN JOY A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA Adviser MS. female horse PAZ CASTRODegree BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT Date Completed OCTOBER 2011 The researchers conducted this study to determine the potency of Handling Guest Complaints by figurehead Office Desk Staff as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the profile of the respondents, how satisfied the respondents regarding their service satisfaction, recommendations that preempt provide solutions to the said problems and there is no authoritative relationship between the satisfaction of the respondents and their demographic profile of the respondents.A descriptive method of research was apply together with the questionnaire as the main instrument in gathering the needed data and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered 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 total 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 significant 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 closing (1) most of the guests are 30-39 years old, male, guests (2) most of them are satisfied regarding the effectiveness of discussion guest complaints by wait office desk staff at Nice Hotel in Cubao Quezon City. (3) It was recommended that the motion office desk staff of the hotel should initiate talk with the guest to get feedback about their servi ce to improve their service. 4) In hurt of age and sexual urge there is no significant relationship between the effectiveness in handling guests complaints by the reckon office desk staff in selected hotels and their demographic profile. In terms 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 enigma AND ITS BACKGROUND. 1 INTRODUCTION1 Background of the Study.. 1 Statement of the problem. 2 Hypothesis.. 3 Significance 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 R elated Local Studies.. 12 Conceptual Framework.. 14 Research range.. 16 3. RESEARCH METHOLOGY.. 17 Research Design.. 17 Research Setting.. 17 Research Subject.. 18 Research Instrumentation 18Validation of Instrument18 Data Gathering Procedure18 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 manila25 abbreviation & 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. act of Research Setting37 B. Title Approval38 C. Letter of predication for Conduct of a Pilot Study 39 D. Letter of Request for Conduct of Actual Study.. 40 E. Research Instrument.. 41 F. Hypothesis Testing. 49 G. Curriculum Vitae. 50 List of Tables Table no.I Demographic Profile of the Respondents 1. 1 dispersal of Respondents in foothold of time21 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 Status 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 Curriculum vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city Contact no 09461113536 Email addressemailprotected com - educational BACKGROUND 2009-Present Bach elor of Science in Hotel and Restaurant Management Our lady of Fatima University brow Subdivision, Lagro, Quezon City 2005-2008 SecondaryRoxas National High school day Roxas, San Isidro, Surigao del Norte 1999-2004 simple(a) Sto Nino chief(a) School Sto Nino, San Isidro, Surigao del Norte - PERSONAL BACKGROUND Gender feminine Age 19 years old Birth date June 09, 1992 cover 54 cultivated Status Single ___________________________________ 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 1997-2003 main(a) Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal PERSONAL BACKGROUND Gender Male Age19 years old Birth date November 12, 1991 tallness56 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 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 four-card monte Bulacan Mobile number09106184955 Email addressemailprotected com/emailprotected com EDUCATIONAL BACK GROUND 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 Esperanza St. Hilltop Mansion Heigths Lagro Quezon, City 2000-2004 Amadeo National High School Amadeo, Cavite 1994-2000 Amad eo Elementary School Amadeo, Cavite PERSONAL BACKGROUND Gender Female Age 23 Heigth 54 Civil Status Single _____________________ GENESIS C. SUSANA computer science Table 1 Table 1 oftenness and region Distribution of Respondents in Terms of Age n=50 Age F P=f/n* atomic number 6 % Rank 9 on a lower floor 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 Total 50 100 Computation Table 1. 1 Frequency and helping 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 Perc entage Distribution of Respondents in Terms of Status of Employment n=50 Status of Employment f P=f/n*100 % Rank role player 19 (19/50*100) 38 2 Employee 21 (21/50*100) 42 1 freelance 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 definition Rank 1. Missing of personal belonging 3. 40 near(a) 10 2. Faulty equipments and facilities 3. 2 real better 7 3. Lack of courtesy of the front office staff in dealing with the guest 3. 64 Very profound 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 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. forgetful 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 paltry Average Good Very Good Excellent 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 Average 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 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 Post Grad. 0 0 4 4 0 8 CT 6 22 21 1 50 Expected Educational Attainment Poor Average Good Very Good excellent 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 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 thespian 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 ? proportion Decision Conclusion Age 5. 56 15. 51 8 0. 05 Less than Accept 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 tha n 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.