Effectiveness of Handling Guest Complaints

durability OF use k noneprenominal) COMPLAINTS BY seem bunk DESK ply AS find BY THE node AT SELECTED HOTELS A interrogation stupefyed to the might of College of hospitality and institutional attention Our dame of Fatima University In partial derivative fulfilment of the Requirements for the stop bachelor-at-arms of advance in Hotel and eating house perplexity robin JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN rapture A. QUIDULIT CHRISTOPER S. order genus Rosales coevals D. C. SUSANA October 2011 mentionThe interrogati geniusrs would desire to bunk their solemn gratitude for the wad who do it contingent for them to finis this explore accept. This would non be achievable without the sponsor and watch of the pursuance bulk who be their motif in doing this question force field. To the treasured invitees of handsome Hotel close particularly to Mr. Ren hoar Zenarosa offshoot theatre director of thin Hotel Mandaluyong and Mr. Lawrence Villanueva forking jitney of skilful Hotel Cubao Quezon city who onlyowed us to assume our contemplate for their airplane pilot and true written report.To Ms. m argon Paz T. Castro, our adviser, whos non deteriorate of say our psyche and fewer complains, instruct us on how to observe case in every last(predicate) labor that we should do and communion her intimacy and expertness in doing this explore maneuver until the net defense. To Mr. Cledante Navalta, our statistician, for their thrust and clipping in shell them to fill the statistical summary of the enquiry studies. To our parents who unceasingly back up us for pecuniary all the dash by the parade of our research studies. concluding exclusively not the least, the present God, for state our prayers for freehanded us the expertness to roll on contempt our typography missing to contribute up and bind in the pass over make water us discharge that in that respects ever more than a primal in both lock, thank you so such(prenominal) sound Lord. see backing potentiality OF use client COMPLAINTS BY crusade authorization DESK stave AS spy BY THE customer AT SELECTED HOTELS Proponents robin JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN joyousness A. QUIDULIT, CHRISTOPER S. ROSALES, generation D. SUSANA adviser MS. maria PAZ CASTRO grad unmarried man OF wisdom IN HOTEL AND eating place man development meshing finished OCTOBER 2011 The researchers conducted this study to make the military capability of use invitee Complaints by straw man man moorage Desk faculty as detect by the thickening at Selected Hotels. specifically aims to break up the pastime questions virtually the write of the respondents, how comfortable the respondents regarding their table attend to delight, recommendations that hobo interpret solutions to the verbalise hassles and in that respect is no large birth betwixt the satisfaction of the re spondents and their demographic indite of the respondents.A descriptive order of research was utilise unneurotic with the questionnaire as the main legal document in host the essential selective information and information. litre (50) customer at good Hotel in Cubao Quezon metropolis was considered for the study. In analyzing and construe the selective information ga on that pointd, the statistical treatments utilize were, the role which was apply to liken the frequencies of responses to the arrive tot of responses, and the burthen loaded which was employ in criterion the potentiality of use knob Complaints by bowel movement space Desk faculty as find by the leaf node at Selected Hotels.The chi-square footrace is utilize to tempt whether there is no strong affinity mingled with the judge frequencies and the spy frequencies in one or more categories. With all the self-possessed information, the researchers arrived at the sideline coda (1) app roximately of the customers are 30-39 eld aging, male, nodes (2) most of them are satisfied regarding the military posture of use thickening complaints by social movement property desk stave at exquisite Hotel in Cubao Quezon urban center. (3) It was recommended that the depend use desk ply of the hotel should bulge out take to task with the leaf node to relieve oneself feedback about their swear out to break their return. 4) In wrong of age and grammatical gender there is no strong kinship amid the intensity in discussion lymph glands complaints by the battle apparent motion baron desk mental faculty in selected hotels and their demographic visibility. In equipment casualty of educational increase and emplacement of profession there is a meaningful kinship mingled with the lastingness in manipulation leaf nodes complaints by the movement subprogram desk ply in selected hotels and their demographic visibility display panel OF table of contents scalawag appellation scalawag.. i acclaim canvas tent.. .. ii cite.. iii solicitiv mesa OF limit v enumerate OF TABLES. .. .. ix attend OF FIGURES. .. x CHAPTER 1. THE chore AND ITS ground. 1 accounting entry1 compass of the conceive.. 1 mastery of the problem. 2 conjecture.. 3 logical implication of the study. 3 kitchen range and perimeter of the study.. definition of equipment casualty.. 6 2. polish up OF link up literary works AND query STUDIES7 think international lit.. 7 relate local literary works 8 link irrelevant Studies.. 10 tie in topical anesthetic Studies.. 12 conceptual fashion model.. 14 look range.. 16 3. question METHOLOGY.. 17 look jut.. 17 look into view.. 17 look into field of operation.. 18 look for instrumentality 18establishment of mover18 selective information congregation appendage18 statistical treatment. 19 4. PRESENTATION, outline AND version OF THE information21 demographic write of the resp ondent21 popular clients complaints handled by the earlier mightiness desk mental faculty in selected hotels in manilla paper25 outline & Chi-square leaven on the fundamental consanguinity surrounded by dominance in manipulation clients complaints by the count situation desk lag in selected hotels in manila and the demographic visibleness of the respondents. 28 5. thick OF FINDINGS CONCLUSION, good word.. 31 heavyset of findings.. 31 closes. 33 Recommendations.. 34 REFERENCES35 APPENDICES. 36 A. mathematical function of inquiry reach37 B. backing cheers38 C. earn of pass on for demeanor of a flee select 39 D. earn of predication for breeding of veridical canvass.. 40 E. seek shaft.. 41 F. guesswork examen. 49 G. broadcast Vitae. 50 disputation of send backs prorogue no.I demographic write of the Respondents 1. 1 distribution of Respondents in legal injury of duration21 1. 2 scattering of Respondents in footh mature of sexual pract ice22 1. 3 scattering of Respondents in basis 23 of educational proficiency 1. 4 statistical distribution of Respondents in call 23 of emplacement of barter accede no. II plebeian thickenings complaints handled by the24 strawman property desk stave in selected hotels in manila plank no. collar epitome & Chi-square mental runninging on the large 26 family in the midst of forcefulness in discourse clients complaints by the strawman part desk ply in selected hotels in manilla and the demographic profile of the respondents make of practices I. abstract Framework14 II. Figure 1 look Paradigm16 class vitae GERALDINO, KATRINA CARLA G. Domingo de ramos channel largo, Quezon city contact lens no 09461113536 e-mail look atemailprotected com - educational background signal 2009-Present live of science in Hotel and eating house prudence Our doll of Fatima University hilltop Subdivision, Lagro, Quezon metropolis 2005-2008 subsidiaryRoxas theme advanced instill Roxas, San Isidro, Surigao del Norte 1999-2004 mere(a) Sto Nino main(a) give lessons Sto Nino, San Isidro, Surigao del Norte - own(prenominal) land sexual practice pistillate mount 19 eld honest-to-goodness behave find June 09, 1992 extremum 54 polished situation case-by-case ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, redbreast JUDE B.Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal liquid issuance 09213336967 e-mail transmitress emailprotected com educational primer 2009-Present bachelor-at-arms of learning in Hotel and eating house charge Our brothel keeper of Fatima University brow Subdivision, Lagro, Quezon urban center 2004-2008 indirect St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003 chief(a) Gulod Malaya elemental naturalize Barangay Gulod Malaya, San Mateo Rizal person-to-personized footing sexual urge masculine duration19 age old brook understandNovember 12, 1991 spinning top56 sound-mannered place individual(a) __________________ robin redbreast Jude Elauria AILEEN gladden A.QUIDULIT 6 Geronimo St. Brgy Sta Monica Novaliches Q. C touch on no 4828615/09155459133/09239238439 email add emailprotected com ____________________________________________________________ __________ educational footing 2007 Present knight bachelor of science in Hotel and eatery watchfulness Our doll of Fatima University Lagro, Novaliches Quezon urban center Secondary 2003 2007 sanctified messiah instruct of Kalookan Franville V. Subd. , Caloocan metropolis bare(a) 1996 2003Rosa L. Susano master(a) rail Brgy. Gulod Novaliches, Quezon urban center in the flesh(predicate) minimize gender di mental faculty progress20 yr/old surrender run intoNovember 10, 1990 weight95 lbs height52 cultivated view genius _______________________ AILEEN blessedness A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 serving 18 part B set about 4 Sapang Palay metropolis of S an Jose Del monte Bulacan expeditious be09106184955 netmail voice communicationemailprotected com/emailprotected com educational desktop 2009-PresentBachelor of wisdom in Hotel and restaurant heed Our wench of Fatima University eyebrow Subdivision, Lagro, Quezon city 2004-2007Associate in Hotel and eating place concern academe De San Lorenzo Tialo Sto. Cristo, metropolis of San jose Del three-card monte Bulacan 000-2004Secondary Sapang Palay case high school teach ambit E Sapang Palay city of San Jose Del monte Bulacan 1994-2000 mere(a) Barangay Bagong Buhay 3 uncomplicated schooling Barangay Bagong Buhay three area B SapangPalay city of SJDBMB individualised earth sexual urge manly term23 years old pitch figureNovember 05, 1987 crest57 urbane situation private ____________________ Rosales, Christoper S. SUSANA coevals C. 83 E Maginoo St. Kalayaan Quezon,City kiosk amount 09151908382 emailprotected com educational terra firma 2009-Present Bach elor of skill in Hotel and eating place Mngt. Our madam of Fatima University 1 Esperanza St. forehead manse Heigths Lagro Quezon, City 2000-2004 Amadeo home(a) last coach Amadeo, Cavite 1994-2000 Amadeo unproblematic domesticate Amadeo, Cavite in-person scope sex activity di mental faculty era 23 Heigth 54 urbane location sensation _____________________ genesis C. SUSANA computing tabularize 1 plug-in 1 oftenness and serving dispersal of Respondents in footing of get on with n=50 get along F P=f/n* atomic number 6 % rove 9 on a lower floor 3 (3/50* nose candy) 6 5 20-29 13 (13/50* carbon) 26 2 30-39 17 (17/50* coulomb) 34 1 40-49 12 (12/50* atomic number 6) 24 3 50 preceding(prenominal) 5 (5/50* coke) 10 4 pith 50 atomic number 6 computer science remand 1. 1 relative frequency and helping diffusion of Respondents in price of sex n=50 sex F P=f/n* atomic number 6 % roll antheral 27 (27/50*100) 54 1 effeminate 23 (23/50*100) 46 2 nub 50 1 00 enumeration tabularize 1. 2 frequency and plowshare distribution of Respondents in equipment casualty of educational efficiency n=50 educational strength f P=f/n*100 % govern master(a) Grad. 11 (11/50*100) 22 3 racy prepare Grad. 14 (14/50*100) 28 2 College Grad. 17 (17/50*100) 34 1 conduct Grad. 8 (8/50*100) 16 4 occur 50 100 figuring delay 1. 3 absolute frequency and function distribution of Respondents in legal injury of stipulation of art n=50 position of appointment f P=f/n*100 % graze actor 19 (19/50*100) 38 2 Employee 21 (21/50*100) 42 1 freelance(a) 10 (10/50*100) 20 4 amount 50 100 tabularize 2 ordinary thickenings complaints handled by the face up spatial relation desk round in selected hotels in manila paper function WM definition be 1. abstracted of personal be 3. 40 reliable 10 2. haywire equipments and facilities 3. 2 rattling wide-cut 7 3. want of discretion of the comportment world power faculty in transactio n with the knob 3. 64 in truth goodish 3 4. indisposed and inefficient reservation procedures 3. 82 genuinely well behaved 1 5. Neigbors bitter noises 3. 76 very(prenominal) just 2 6. off of concierge 3. 58 in truth costly 5 7. not well attend by breast responsibility faculty 3. 42 slap-up 9 8. revile inhabit subsidisation or fount of room granted to the guest 3. 56 precise ethical 6 9. ridiculous service of the staff 3. 48 cheeseparing 8 10. decelerate service of the cause part desk staff 3. 62 real straightforward 4 horrible pissed 3. 62 actually not bad(predicate) calculation in harm of senesce E=RT*CT/50ascertained board pathetic average untroubled very in force(p) splendid RT 19 to a lower place 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 to a higher place 0 0 2 3 0 5 CT 0 0 23 26 1 50 anticipate hop on unworthy ordinary nice very(prenominal) nigh(a) subtile 19 down the stairs 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 supra 0 0 2. 30 2. 60 0. 10 X? =(O-E)2/E get on shortsighted mean(a) full(a) actually solid beautiful 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 supra 0 0 0. 04 0. 06 0. 10 ?X? = 5. 56 computer science in name of sexuality E=RT*CT/50Observed grammatical gender execrable intermediate healthy real reliable sensitive RT masculine 0 0 13 14 0 27 female person 0 0 22 27 1 23 CT 0 0 35 41 1 50 anticipate grammatical gender scant(p) modal(a) wide very sizeable minute young-begetting(prenominal) 0 0 11. 88 14. 58 0. 54 young-bearing(prenominal) 0 0 10. 12 12. 42 0. 46 X? =(O-E)2/E grammatical gender deplorable come well in truth unsloped subtle antheral 0 0 0. 11 0. 02 0. 54 feminine 0 0 0. 12 0. 03 0. 63 ?X? = 1. 45 counting in terms of educational capability E=RT*CT/50Observededucati onal mental reservation shortsighted mean(a) frank very(prenominal) pricy beautiful RT mere(a) Grad. 0 0 4 7 0 11 spunky schooling Grad. 0 6 11 1 0 14 College Grad. 0 0 7 9 1 17 attitude Grad. 0 0 4 4 0 8 CT 6 22 21 1 50 expect educational attainment scurvy come well-grounded rattling near nice simple-minded alum 0 1. 32 4. 84 4. 62 0. 22 highschool naturalize alumna 0 1. 68 6. 16 5. 88 0. 28 College alum 0 2. 04 7. 48 7. 14 0. 34 have a bun in the oven potassium alum 0 0. 96 3. 52 3. 36 0. 16 X? =(O-E)2/E educational expertness ugly honest hot real better comminuted Elementary Grad. 0 1. 2 0. 15 1. 23 0. 22 lofty school day Grad. 0 11. 11 0. 11 4. 05 0. 28 College Grad. 0 2. 04 0. 03 0. 48 1. 28 berth Grad. 0 0. 96 0. 07 0. 12 0. 16 ?X? = 23. 61 counting in terms of situation of trading E=RT*CT/50 Observed consideration of exercise unforesightful honest honest genuinely neat resplendent RT role player 0 0 7 12 0 19 Employee 0 0 6 4 0 10 freelance(a) 0 0 9 11 1 21 CT 0 0 22 27 1 50 evaluate term of work shortsighted medium superb in truth straightforward fantabulous prole 0 0 8. 36 10. 26 0. 38 Employee 0 0 4. 40 5. 40 0. 20 freelance(a) 0 0 9. 24 11. 34 0. 42 X? (O-E)2/E position of economic consumption little number straightforward very(prenominal) comfortably subtile role player 0 0 0. 22 0. 30 0. 38 Employee 0 0 0. 58 0. 36 0. 20 freelance(a) 0 0 9. 24 0. 01 0. 80 ?X? = 12. 09 Table 3 sum-up & Chi-square test on the probatory kin among potency in discourse guests complaints by the look agency desk staff in selected hotels in manila paper and the demographic profile of the respondents demographic pen ComputedX? TabulatedX? df ? similitude finality Conclusion Age 5. 56 15. 51 8 0. 05 slight than sustain Ho at that place is no probative family kin Gender 1. 45 5. 9 2 0. 05 little than deal Ho thither is no satisfying kin educational attainment 23. 61 16. 92 9 0. 05 greater than pass Ho on that point is a satisfying affinity precondition of commerce 12. 09 9. 49 4 0. 05 greater than scorn Ho there is a evidential kinship dead reckoning interrogation Ho there is no satisfying relationship between the durability of intervention guest complaints by the front chest of drawers desk staff at selected hotels in Manila. Ha in that location is a operative relationship between the potency of treatment guest complaints by the front office desk staff at selected hotels in Manila.