The Future of Education

The purpose of the study was to investigate how facilities and services of the hotel affects guest satisfaction. Customer retention is achieved by involving customers in improving the quality of services offered by a hotel. Moreover, customers feel appreciated when they realize that the hotel is committed to improving their experiences. In hotel industry customer satisfaction is largely hooked upon quality of service, thus increasing the positive image of the touristic destination. We perform a qualitative analysis to measure the level of guest satisfaction on the facilities and services offered by  Strawberry Valley Hotel and Restaurant in La Trinidad: Benguet which is classified as a budget hotel, owned and managed by Municipality of La Trinidad, Benguet. This study is descriptive and focused on the 100 customers/respondents who will be accommodated by the hotel. Methods used include interview, survey questionnaire and actual observations using convenience sampling. From the findings of the research it is evident that there are many factors influencing customer satisfaction. However, the major factors that influence satisfaction include the quality of services offered by the different departments of the hotel as well as customer relationship management specifically on personalized services. The findings of the research are intended to assist hoteliers to concentrate on customer satisfaction through strategies such as good customer relationships management and improvement of the quality of their services. On the other hand, there is need for further research on all the factors that affect customer satisfaction. The findings of the study will serve as a guideline for the hotel management to improve its facilities and services in order to match the service delivery standard of the hospitality industry.

Keywords: Room Amenities, Guest Satisfaction.

References:
[1] Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2018). Marketing Metrics: The Definitive Guide to Measuring Hotel  Performance. Upper Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2.
[2] Gitman, Lawrence J.; Carl D. McDaniel (2005). The Future of Business:Hotel and Restaurant Operations ISBN 978-0-324-32028-2.
[3] Kucukosmanoglu, Ahmet Nuri; Sensoy Ertan (2010). "Customer Satisfaction: A Hospitality Industry  Marketing".
[4] Rust, R. T., Zahorik, A. J., & Keiningham, L. T. (1996). Service marketing. New York: HarperCollins College Publishers. [13] Hays, S. (1999).
[5] Exceptional customer service takes the „Ritz‟ touch. Workforce, V. 78(1), 99-102. [14] Patel M. (1998). Success comes from recruiting, training, retaining. Hotel and Motel Management, Vol. 213(14), p. 26. [15]
[6] Conlin, J. (1999). Service provides comparative data. Hotel and Motel Management. P 4, 39. [16] Kelley, P. (1999). Customer Service: Walk the Walk. Utility Business, Vol. 2(2)
[7] Westbrook, Robert A., and Richard L. Oliver. "The dimensionality of consumption emotion patterns and consumer satisfaction."