Effectiveness of Handling Guest Complaints
EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS
A Research Presented 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 ACKNOWLEDGEMENT The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research 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 guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study. To Ms. Maria Paz T. Castro, our adviser, who’s 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 giving us the strength to plod on despite our constitution wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord.
ABSTRACT
Title: EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF
A Research Presented 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 ACKNOWLEDGEMENT The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research 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 guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study. To Ms. Maria Paz T. Castro, our adviser, who’s 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 giving us the strength to plod on despite our constitution wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord.
ABSTRACT
Title: EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF
References: Birth date : June 09, 1992 Height : 5’4