Chapter I

The Problem and Its Setting

INTRODUCTON
In the marketing thought, the concept of quality service and customer satisfaction
has a long history, and since Cardozos (2005) initial study of customer effort,
expectations, and satisfaction, the body of work in this field has expanded greatly, with
more than 900 articles focusing on customer satisfaction and dissatisfaction (Perkins,
2007). However, since the service quality has been characterized as an important
determinant in successfully attracting repeat business, consistently delivering high quality
services must be considered as an essential and crucial strategy element for surviving in
todays highly competitive environment.
Quality improvement requires the collection of accurate and actionable
information, which is carefully analyzed to allow managers to manipulate key
components in order to create the right quality of competitive tourist experience.
Further more, it is important to understand customers attitudes towards the
quality of the service provided by hotels, before implementing any service-improvement
training programs. Any research should aim to explore the importance of customer care in
the hospitality industry generally, covering the following points in particular: the
customers expectation and perceptions of the service quality; the gap between the
expectations and perceptions; and the impact of training factors determining service
quality on overall customer satisfaction. The study must involve the collection of
consumer opinion data that might be helpful to the whole hospitality for improving the

quality of service, which delivers or achieves customers satisfaction good customers

relationship between employees and the clients which affect the status of the business.
STATEMENT OF THE PROBLEM
This study aimed to find out the Operational Problems Encountered in Selected
Hotel in Cabanatuan City
Specifically the study is seeking the answers for the following questions:
1. How may the profile of the respondents be determined in terms of:
1.1 Age
1.2 Gender
1.3 Civil Status
1.4 Highest Educational attainment
1.5 Position in the company
1.6 Years of the business
2.

What are the problems or difficulties being encountered by the companies?

What are the actions undertaken to solve these

problems?

Hypothesis
The following hypothesis were tested the study
2. |That there are some problems encountered in hotel and restaurant business
OBJECTIVES OF THE STUDY
The objectives of the study are as follows:
1.

To identify problems or difficulties being

and the actions undertaken to solve these problems.

experienced by the company

2. To identify the measures undertaken to minimized if not totally eradicate the problems
encountered.

SCOPE AND LIMITATION OF THE STUDY

This study will focus primarily on the Operational Problems Encountered in Selected
Hotel in Cabanatuan City particularly Harvest and Microtel Hotel and Restaurant in
Cabanatuan City , it s problems encountered and measures undertaken to minimized the
problems if not totally eradicated. The study covered SY 2015-2016 .
SIGNIFICANCE OF THE STUDY
The case study is hope to present contribution to the following:
The Researchers. The significance of this study to the researchers is that they are
able to experience the making of the actual research study and working together. They
are able to learn the statuses of chosen hotel and restaurant in Cabanatuan City And this
research study will greatly help them in case they decided to engage in this kind of
business in the future.
Future Researchers. This will serve as a reference to those students who are
conducting a research study about marketing research

and development of a food

business and its various departments or studies related to it particularly the clients
expectation from them This may give them a clear picture of the business operations and
therefore, may also encourage them to put up similar establishment given the knowledge
and probably skills acquired in the conduct of the study.

The Prospective Investor- This will serve as guidelines regarding the

management, the marketing strategy, also in technical and financial aspect of hotel and
restaurant business.
To the entrepreneurs. The result of this study will enable them to achieve high
profits on their inventories . This study will provide them with the concrete guidelines on
how to consider the status of a certain business like hotel and restaurant . This will surely
guide them in making important decisions relative to the same business.
Other hotel and restaurant owner. They will be informed on the status, condition, and
the current trends and practices of hotel industry. This may also serve as avenue for the
betterment of their service, even some malpractice or unethical conduct may be culled
from this study.
The University: This study would be used as a property of the university and
serve as an additional reference material in the library for future researchers.
To the students of HRM from CRT: This study would be used as a basis for
similar projects that the future researchers may use.
The Owner. This will make him aware of the problems and difficulties of the
business and therefore will make way for improving and offering better products and
services.

Chapter II
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter contains a review of foreign and locally borrowed materials written
by authorities in the field of the currently study being undertaken.
Inns are establishments where travelers can procure food, drink, and lodging.
Found in Europe, they possibly first sprang up when the Romans built their system of
Roman roads two millennia ago. Some inns in Europe are several centuries old. In
addition to providing for the needs of travelers, inns traditionally acted as community
gathering places.
"Inn" in more recent times has often come to denote a business serving alcoholic
beverages, especially in North America, where they are usually alcohol-serving
restaurants that have never provided lodging or serviced the needs of travelers.
The general prosperity following World War I made travel possible for more
people, and the volume of hotel construction increased greatly. Because of the growing
importance of business travel, most new hotels were situated near central business areas.
During this period the tourist court, the direct antecedent of the motel, was established;
most offered only minimal accommodations and no luxuries.
In Europe, it is the provision of accommodation, if anything, that now
differentiates inns from taverns, alehouses and pubs. The latter tend only to supply
alcohol (although in the UK the conditions of their license sometimes require them to
have a nominal supply of food and soft drinks).

Inns tend to be grander and more long-lived establishments. There is however no

longer a formal distinction between an inn and other kinds of establishment, and many
pubs will use the name "inn", either simply because they are long established and maybe
were once a Coaching inn, or to summon up a particular kind of image; however,
originally an Inn had to provide not only food and lodging, but also stabling and fodder
for the traveler's horse(s) and for fresh horses for the Mail coach.
The original functions of an inn are now usually split among separate
establishments, such as hotels, lodges, and motels, all of which might provide the
traditional functions of an inn but which focus more on lodging customers than on other
services; pubs, which are primarily alcohol-serving establishments; and restaurants and
taverns, which serve food and drink. (Hotels often contain restaurants and also often
serve complimentary breakfast and meals, thus providing all of the functions of
traditional inns.)
Hotel and motel construction boomed after the war, with showy new casinos
being built. A trend began toward huge resorts and family-oriented theme parks. Las
Vegas now has several huge hotels, including the MGM Grand Hotel and Theme Park,
which opened in 1993 as the largest hotel in the world. These hotels and resorts play a
vital role in attracting more than 29 million guests to the city each year.

Hotel is a commercial establishment that provides lodging, food, and other

services to the public. The hotel business is an important industry in many countries,

especially in those attracting a large tourist trade. Hotels can be classified according to
location, facilities and services offered, and clientele served.

The first American hotels, successors to the early inns, differed from their
European prototypes by charging a fixed fee for food and lodging. The modern hotel in
America dates from the early days of railroad travel, when the modest hostelry, prepared
to entertain small groups of occasional guests, was forced to become a more commodious
and efficient institution to accommodate the great number of traveling salespeople.
Hotels may be classed as transient, residential, or resort hotels. With the growth of
suburban centers and the increase of travel by automobile, a form of transient hotel,
called a motel, became popular. In the 1990s, the "extended-stay hotel" for guests who
need a room for at least five nights was developed, especially for business travelers who
preferred more apartment-like accommodations for longer stays.
Hotels and other accommodations are as different as the many family and
business travelers they accommodate. The industry includes all types of lodging, from
luxurious 5-star hotels to youth hostels and RV parks. While many provide simply a place
to spend the night, others cater to longer stays by providing food service, recreational
activities, and meeting rooms. In 2006, approximately 62,000 establishments provided
overnight accommodations to suit many different needs and budgets.
Hotels and motels comprise the majority of establishments in this industry and are
generally classified as offering either full-service or limited service. Full-service
properties offer a variety of services for their guests, but they almost always include at

least one or more restaurant and beverage service optionsfrom coffee bars and lunch
counters to cocktail lounges and formal restaurants. They also usually provide room
service. Larger full-service properties usually have a variety of retail shops on the
premises, such as gift boutiques, newsstands, and drug and cosmetics counters, some of
which may be geared to an exclusive clientele. Additionally, a number of full-service
hotels offer guests access to laundry and valet services, swimming pools, beauty salons,
and fitness centers or health spas. A small, but growing, number of luxury hotel chains
also manage condominium units in combination with their transient rooms, providing
both hotel guests and condominium owners with access to the same services and
amenities.
Some commercial hotels are known as conference hotelsfully self-contained
entities specifically designed for large-scale meetings. They provide physical fitness and
recreational facilities for meeting attendees, in addition to state-of-the-art audiovisual and
technical equipment, a business center, and banquet services.
Limited-service hotels are free-standing properties that do not have on-site
restaurants or most other amenities that must be provided by a staff other than the front
desk or housekeeping. They usually offer continental breakfasts, vending machines or
small packaged items, Internet access, and sometimes unattended game rooms or
swimming pools in addition to daily housekeeping services. These properties are not as
costly to build and maintain. They appeal to budget-conscious family vacationers and
travelers who are willing to sacrifice amenities for lower room prices.

Hotels can also be categorized based on a distinguishing feature or service

provided by the hotel. Conference hotels provide meeting and banquet rooms, and usually
food service, to large groups of people. Resort hotels offer luxurious surroundings with a
variety of recreational facilities, such as swimming pools, golf courses, tennis courts,
game rooms, and health spas, as well as planned social activities and entertainment.
Resorts typically are located in vacation destinations or near natural settings, such as
mountains, seashores, theme parks, or other attractions. As a result, the business of many
resorts fluctuates with the season. Some resort hotels and motels provide additional
convention and conference facilities to encourage customers to combine business with
pleasure. During the off season, many of these establishments solicit conventions, sales
meetings, and incentive tours to fill their otherwise empty rooms; some resorts even close
for the off-season.
Extended-stay hotels typically provide rooms or suites with fully equipped
kitchens, entertainment systems, office space with computer and telephone lines, fitness
centers, and other amenities. Typically, guests use these hotels for a minimum of 5
consecutive nights often while on an extended work assignment or lengthy vacation or
family visit. All-suite hotels offer a living room or sitting room in addition to a bedroom.
Casino hotels combine both lodging and legalized gaming on the same premises.
Along with the typical services provided by most full-service hotels, casino hotels also
contain casinos where patrons can wager at table games, play slot machines, and make
other bets. Some casino hotels also contain conference and convention facilities.

In addition to hotels, bed-and-breakfast inns, recreational vehicle (RV) parks,

campgrounds, and rooming and boarding houses provide lodging for overnight guests
and are included in this industry. Bed-and-breakfast inns provide short-term lodging in
private homes or small buildings converted for this purpose and are characterized by
highly personalized service and inclusion of breakfast in the room rate. Their appeal is
quaintness, with unusual service and decor.
In recent years, the hotel industry has become dominated by a few large national
hotel chains. To the traveler, familiar chain establishments represent dependability and
quality at predictable rates. Many chains recognize the importance of brand loyalty to
guests and have expanded the range of lodging options offered under one corporate name
to include a full range of hotels from limited-service, economy-type hotels to luxury inns.
While these national corporations own some of the hotels, many properties are
independently owned but affiliated with a chain through a franchise agreement or
management contract.
The lodging industry is moving towards more limited-service properties mostly in
suburban, residential, or commercial neighborhoods, often sighting hotels near popular
restaurants. Many full-service properties are limiting or quitting the food service business
altogether, choosing to contract out their food service operations to third party
restaurateurs, including long-term arrangements with chain restaurant operators. Urban
business and entertainment districts are providing a greater mix of lodging options to
appeal to a wider range of travelers.

Increased competition among establishments in this industry has spurred many

independently owned and operated hotels and other lodging places to join national or
international reservation systems. This allows travelers to make multiple reservations for
lodging, airlines, and car rentals with one telephone call or Internet search. Nearly all
hotel chains and many independent lodging facilities operate online reservation systems
through the Internet or maintain websites that allow individuals to book rooms. Online
marketing of properties is so popular with guests that many hotels promote themselves
with elaborate websites and allow people to investigate availability and rates.
Because hotels are open around the clock, employees frequently work varying
shifts or variable schedules. Employees who work the late shift generally receive
additional compensation. Many employees enjoy the opportunity to work part-time,
nights or evenings, or other schedules that fit their availability for work and the hotels
needs. Hotel managers and many department supervisors may work regularly assigned
schedules, but they also routinely work longer hours than scheduled, especially during
peak travel times or when multiple events are scheduled. Also, they may be called in to
work on short notice in the event of an emergency or to cover a position. Those who are
self-employed, often owner-operators of small inns, camp sites, or RV parks, tend to
work long hours and often live at the establishment or nearby.
Office and administrative support workers generally work scheduled hours in an
office setting, meeting with guests, clients, and hotel staff. Their work can become hectic
processing orders and invoices, dealing with demanding guests, or servicing requests that
require a quick turnaround, but job hazards typically are limited to muscle and eye strain
common to working with computers and office equipment.

Computer specialists, information technology and audiovisual technicians who

are employed mostly by larger convention hotels typically maintain standard hours
servicing the propertys websites and computer and communications networks. However,
they often work long hours setting up and testing equipment for events that require their
services.
Work in hotels and other accommodations can be demanding and hectic. Hotel
staffs provide a variety of services to guests and must do so efficiently, courteously, and
accurately. They must maintain a pleasant demeanor even during times of stress or when
dealing with an impatient or irate guest. Alternately, work at slower times, such as the
off-season or overnight periods, can seem slow and tiresome. Still, hotel workers must be
ready to provide guests and visitors with gracious customer service at any hour.
Food preparation and food service workers in hotels must withstand the strain of
working during busy periods and being on their feet for many hours. Kitchen workers lift
heavy pots and kettles and work near hot ovens and grills. Job hazards include slips and
falls, cuts, and burns, but injuries are seldom serious. Food service workers often carry
heavy trays of food, dishes, and glassware. Many of these workers work part time,
including evenings, weekends, and holidays.
In 2006, work-related injuries and illnesses averaged 5.8 for every 100 full-time
workers in hotels and other accommodations, compared with 4.4 for workers throughout
private industry. Work hazards include burns from hot equipment, sprained muscles and
wrenched backs from heavy lifting, and falls on wet floors.

Hotels and other accommodations provided 1.8 million wage and salary jobs in
2006. In addition, there were about 40,000 self-employed and unpaid family workers in
the industry, who worked in bed-and-breakfast inns, camps, and small inns and hotels.
Employment is concentrated in cities and resort areas. As a result, lodging
establishments offer opportunities for those who are interested in owning and running
their own business. Although establishments tend to be small, the majority of jobs are in
larger hotels with more than 100 employees.

Hotels and other lodging places often provide first jobs to many new entrants to
the labor force. In 2006, about 17 percent of the workers were younger than age 25,
compared with about 14 percent across all industries.
The vast majority of workers in this industrymore than 4 out of 5 in 2006
were employed in service and office and administrative support occupations. Workers in
these occupations usually learn their skills on the job. Postsecondary education is not
required for most entry-level positions; however, college training may be helpful for
advancement in some of the occupations. For those in administrative supportmainly
hotel desk clerksand service occupations, positive personality traits and a customerservice orientation may be more important than formal schooling.
Service workers are by far the largest occupational group in the industry,
accounting for 65 percent of the industrys employment. Most service jobs are in
housekeeping

occupationsincluding

building

cleaning

workers,

maids

and

housekeeping cleaners, and janitors and cleanersand in food preparation and serving
jobsincluding chefs and head cooks, waiters and waitresses, bartenders, fast food and
counter workers, and various other kitchen and dining room workers.
OVERVIEW OF HOSPITALITY INDUSTRY Hospitality is about serving the guests
to provide them with "feel-good-effect". "Athithi devo bhavha" (Guest is God) has been
one of central tenets of Indian culture since times immemorial. Today hospitality sector
is one of the fastest growing sectors in India and is expected to grow at the rate of 8%
between 2007 and 2016. Nowadays the travel and tourism industry is also included in
hospitality sector. The boom in travel and tourism has led to the further development of
hospitality industry.
3. HOTEL INDUSTRY IN INDIA India is a destination for hotel chains looking for
growth. 'Hotel Industry in India' is eroding its competitiveness as a cost effective
destination. 'Indian Hotel Industry' is adding about 60,000 quality rooms, currently in
different stages of planning and development and should be ready by 2012. MNC Hotel
Industry giants are flocking India and forging Joint Ventures to earn their share of pie in
the race. The manpower requirements of the hotel industry will increase from 7 million
in 2002 to 15 million by 2010.

4. FEATURES The industry is more dependent on metropolitan cities as they

account for 75% to 80% of the revenues, with Delhi and Mumbai being on top. The
ARR and OC are the two most critical factors that determine profitability. ARR depends
on location, brand image, star rating, quality of facilities and services offered. The OC
depends on other seasonal factors. India is an ideal destination for tourists.

Approximately 4.4 million tourists visit India every year. In the hotel sector, a number of
multinationals have strengthened their presence. Moreover, Indian hotel chains are also
expanding internationally.
5. CLASSIFICATION OF HOTELS 1. Based on location City center: Generally
located in the heart of city within a short distance from business center, shopping arcade.
Rates are normally high due to their location advantages. They have high traffic on
weekdays and the occupancy is high. Example: Taj , Mumbai Motels: They are located
primarily on highways, they provide lodging to highway travelers and also provide ample
parking space. The length of stay is usually overnight. Suburban hotels: They generally
have high traffic on weekend. It is ideal for budget travelers. In this type of hotel rates are
moderately low. Floating hotels: As name implies these hotels are established on luxury
liners or ship. It is located on river, sea or big lakes. In cruise ships, rooms are generally
small and all furniture is fixed down. It has long stay
6. AIRPORT HOTELS: These hotels are set up near by the airport. They have transit
guest who stay over between flights Resort hotels: They are also termed as health resort
or beach hill resort and so depending on their position and location. They cater a person
who wants to relax, enjoy themselves at hill station. Most resort work to full capacity
during peak season. Sales and revenue fluctuate from season to season.
7. BOATELS A house boat hotels is referred as boatels. The shikaras of Kashmir and
kettuvallam of Kerala are houseboats in India which offers luxurious accommodation to
travelers Rotels These novel variants are hotel on wheel. Our very own "palace on

wheels" and "Deccan Odessey" is trains providing a luxurious hotel atmosphere. Their
interior is done like hotel room. They are normally used by small group of travelers.
8. 2.BASED ON SIZE OF PROPERTY Small hotel: hotel with 100 rooms and less
may be

termed as small hotels. Medium sized hotel: hotel which has 100-300 rooms

is known as medium sized hotel. Large hotels: hotel which have more than 300 rooms
are termed as large hotels. Mega hotels: are those hotels with more than 1000

rooms.

Chain hotels: these are the group that has hotels in

9. 3. BASED ON THE LEVEL OF SERVICE Economy/ Budget hotels: These hotels
meet the

basic need of the guest by providing comfortable and clean room for a

comfortable stay. Mid market hotels: It is suite hotel that offers small

living room with

appropriate furniture and small bed room with king sized bed. Luxury hotels: These offer
world class service

providing restaurant and lounges, meeting rooms, dining facilities.

These guest rooms contains furnishing, artwork etc. prime market for these hotels are
celebrities, business executives and high ranking political figures. Example: Hyatt
Regency, New Delhi.
10. 4. BASED ON THE LENGTH OF STAY Transient Hotel: These are the hotel
where guest

stays for a day or even less, they are usually five star hotels. The

occupancy rate is usually very high. These hotels are situated near airport. Residential
hotels: These are the hotel where guest

can stay for a minimum period of one month

and up to a year. The rent can be paid on monthly or quarterly basis. They provide sitting

room, bed room and kitchenette. Semi residential hotels: These hotels incorporate
features of both transient and residential hotel.
11. 5. BASED ON THEME Heritage hotel: In this hotel a guest is graciously
welcomed, offered room that have their own history, serve traditional cuisine and are
entertained by folk artist. These hotels put their best efforts to give the glimpse of their
region. Example: Jai Mahal palace in Jaipur. Ecotels : these are environment friendly
hotels these

hotel use eco friendly items in the room. Example: Orchid Mumbai is Asia

first and most popular five star ecotel. Boutique hotels: This hotel provides exceptional
accommodation, furniture in a themed and stylish manner and caters to corporate
travelers. Example: In India the park Bangalore is a boutique hotel. Spas: is a resort
which provide therapeutic bath and

massage along with other features of luxury hotels

in India Ananda spa in Himalaya are the most popular Spa.

12. 6. BASED ON TARGET MARKET Convention hotels: These hotels have large
convention complex and cater to people attending a convention, conference Example: Le
meridien, Cochin, is a hotel with largest convention center in south India. Resort hotels:
These leisure hotels are mainly for

vacationers who want to relax and enjoy with their

family. The occupancy varies as per season. These are spread out in vast areas so many
resorts have solar powered carts for the transport of guest. Suite hotels: These hotel offer
rooms that may include

compact kitchenette. They cater to people who are relocating

act as like lawyers, executives who are away from home for a long business stay
13. COMMERCIAL HOTEL They are situated in the heart of the city in busy
commercial areas so as to get good and high business. They cater mostly businessmen.

Casino hotels Hotel with predominantly gambling facilities comes under this category,
they have guest room and food and operation too. These hotels tend to cater leisure and
vacation travelers. Gambling activities at some casino hotels operate 24 hours a day and
365 days a year. Example: Las Vegas in United State is Famous for Casino hotels.
14. MAJOR DEPARTMENTS OF HOTEL FRONT OFFICE: The main function of
this department is to give warm welcome to the guest. It helps to create good image in
front of the guest. This is the first department where guest comes in contact with. It
generates the maximum revenue for the hotel as it sells room to the guests. This also
includes sub departments like reservation, Bell desk, and Information desk.
15. FOOD AND BEVERAGE SERVICE: It is a department which serves food and
beverage to the guest in a very attractive and pleasing manner, which creates good
impression on the guest. There are several kind of food and beverage outlet like
restaurants, Bars, Coffee shops, take away banquets etc. It is second most revenue
producing department of the hotel.
16. HOUSEKEEPING: This department is responsible for cleaning and maintaining
hotel premises which include public area, guest rooms, lobby, swimming pool area etc. It
works for guest satisfaction through keeping the environment clean and hygiene.
Horticulture is one of the most important features of housekeeping department which
deals with different types of flower arrangement and maintaining the garden.
17. FOOD PRODUCTION It is a department with deals with the preparation of
different types of food items. It is not a visible department to the guest because it usually
works in the back area. Different cuisine has their own kitchen and specialized chef to

work on it according to their skills. Bakery departments comes under this which include
preparation of desserts, breads etc

18. THE CHALLENGES TO FACEThe lack of adequate infrastructure

development. There is still need to improve rail and road connections as well as general
infrastructure like power and water. Shortage of skilled employees Intense competition
and image of India
19. COMPETITION The country has been flooded by some of the world's leading
hotel brands. New brands such as Amanda, Satinwoods, Banana Tree, Hampton Inns are
planning to enter the Indian hospitality industry in joint ventures with domestic hotel.
Unitech, which is setting up two hotels in Delhi, has already formed a joint venture with
Marriott International to run its three new hotels in India. All other majors including
Marriott, Hyatt, Hilton, Accor, Four Seasons etc are briskly reinforcing their presence in
India.
20. SWOT ANALYSIS STRENGTHS Indias rich culture heritage Government
support Increase in the market share WEAKNESSES Poor support infrastructure Slow
implementation Susceptible to political events

21. OPPORTUNITIES Rising income Open sky benefits New business

opportunities THREATS Fluctuations in international tourist arrivals Increasing

competition
22. INDIAN HOTEL COMPANIES LOOK OVERSEAS The movement is not oneway. Cash-rich Indian hotel

companies have been acquiring properties overseas. The

Tata group's Indian Hotels Company is in the process

of acquiring Boston-based luxury

hotel the Ritz-Carlton for around $170 million dollars (around 765 crore rupees). Due
diligence is likely to be completed soon. Indian Hotels is looking to strengthen its
presence in the

United States with this acquisition. It has also set up properties in the

Middle East, the United Kingdom and Africa. Its fierce rival, Oberoi group, has also
been active

overseas with properties in Saudi Arabia, Mauritius, Egypt, Australia and

Indonesia, and elsewhere.

23. FUTURE Future Growth in tourism will definitely lead to a boom in hotels and
restaurants. The industry also expects a boom in spiritual and medical tourism in the
domestic sector at a growth rate of 10% to 15% over the next few years. It is estimated
that the hospitality sector is likely to see US$ 11.41 billion rise in the next two years.
With around 40 international hotel brands making their presence known in the country by
2011
The Manila Hotel is a 570-room, five-star hotel in Manila, Philippines, located in
the heart of the Manila Bay area. The Manila Hotel is the oldest premiere hotel in the
Philippines, built in 1909 to rival Malacaang Palace, where the Philippine president now
lives, and opened in 1912.It was built on 3.5 hectares (376,736.9 sq ft) of land along
Roxas Boulevard. It was the residence of General Douglas MacArthur from 1935 to
1941.
The hotel contains the offices of several foreign news organizations, including
The New York Times. It has hosted numerous historical persons and celebrities, including
authors Ernest Hemingway and James A. Michener, U.S. President John F. Kennedy, The

Beatles, actors Michael Jackson, Douglas Fairbanks, Jr., and John Wayne, publisher
Henry Luce, entertainer Sammy Davis, Jr., Prime Minister Sir Anthony Eden, and many
various world leaders.
The main lobby was designed for sitting as well as for making grand entrances.
The rooms provide exceptional views of the city, especially the gardens of Rizal Park and
ruins of Intramuros. Manila Hotel is the first hotel in the Philippines to offer HBO among
other television network systems for all rooms. All rooms make use of the Ving Card
electronic card system for maximum security. The 570 fully renovated rooms that reflect
the hotels storied past blend with the conveniences of a modern luxury hotel. Other
amenities include traditional decor with elegant furnishings, individually controlled
central air conditioning, remote-control TV with cable channels, minibars, separate bath
and toilet with extension phone, and secure in-room safes.
The hotel's guest facilities and other services include limousine and luxury car
rental, a helipad on the roof deck, airport transfer and transport assistance, medical and
dental clinic, a business center with Internet access, 24-hour full menu room service, a
delicatessen, a barber shop and beauty salon, a florist, laundry service, a post office, an
in-house shopping mall, and arrangement of sightseeing tours. The Bay Club, Manila
Hotel's sports and health club, features a Jacuzzi, two tennis courts, and one squash court.
Guests also have access to a gym, a sauna, swimming pool with a wet bar, a game room,
and an indoor golf simulator. Other health club services include a whirlpool, wet sauna,
steam box, martial arts, swimming, massages, and tennis lessons.

In addition to these, Manila Hotel also served as the venue for the Philippines'
Oscars, the FAMAS Awards, for many years. From 1961 to 2002, the Manila Hotel
hosted twelve glittering incarnations of the annual awards night.
The hotel has seven restaurants and bars, covering a large portion of world
cuisines. They include the Champagne Room for French cuisine, the Cowrie Grill for
steaks and seafood, and Ginza, a Japanese restaurant with a wide selection of authentic
Japanese food. There is also a pool bar that serves drinks and sandwiches.
Microtel Inn & Suites Cabanatuan Nueva Ecija, Philippines
Great service, reasonable prices, consistency, and quality all in one package. This
is what youll find, and experience at Microtel Inn & Suites Cabanatuan. Though it offers
guests just the essentials, this hotel in Nueva Ecija doesnt sacrifice comfort and
efficiency. It provides cozy yet affordable accommodation, making you feel as if you
arent even on a budget. And since this hotel is part of the choice Microtel Inn & Suites
chain, you are assured of excellent value at every turn.
Days Hotel Philippines, Inc.
The hotel sensation that is Days Inn of America, known for its modest but
eminently comfortable rooms all over the United States, has gradually evolved in the
Philippines. The standard Days Inn, incidentally the world's largest and fastest growing
chain, has metamorphosed into a thing of beauty and grace here in the Philippines,
deserving of its change of name from Days Inn to Days Hotel.

Days Hotel was organized on Dec 6, 1993 and registered with the SEC on Dec
10, 1993. It is acknowledged as the world's largest and fastest growing hotel and
lodging chain. Days Hotel:
-

has over 5000 properties with over 510,000 rooms worldwide.

is most well-known international brand in the

is the best value for money in the Philippine Lodging Industry.

-

is managed by Best Management, Inc., an

various

country.

organization

professional services required in the effective

standard management of hotels,

specializing
world

in
class

resorts, restaurant, food and beverage as well

as related hospitality enterprises, vacation

ownership

and

vehicle

rental

management in the country.

An ambience of elegance is carefully cultured. Bathroom facilities are ultramodern with available Jacuzzi at the suites. Personal safes are standard with security
electronically advanced. Cuisine is eclectic, a fusion of the best of many worlds,
supervised and orchestrated by a full fledged chef graduate of the prestigious
Culinary

Institute

of

America.

Apart from being a family-oriented hotel, Days hotel chain are business hotels
as well, offering fully-equipped business centers and function rooms. Days hotel,
Tagaytay, for instance, beckons to conventioneers, accommodating up to 300
attendees at a time.
Days' hotel operations are standardized and service with a smile is a constant
element of our quality of service. It wanted to make sure to know their guests by name

and not just a number. This is made possible by utilizing the most sophisticated
communication procedure from Hotel Information System, Inc. [HIS], the largest
supplier of hotel management software services which is also being used by the world's
most exclusive hotels.

Chapter III
METHODOLOGY
The chapter discusses the method of research used in conducting this study, the
respondents of the study, the instrument used in gathering data and the statistical
treatment of data.
Research Method
The method of research used the study is the descriptive method. According to
Manuel and Medel (1994), descriptive method of research is a fact-finding study with
adequate and accurate interpretation of the findings. It describes the current conditions,
practices, situations or any phenomenon. This method will be used because it is the
most appropriate one in interpreting the findings gathered by the researchers. This study
described the business profile of the company, products and services, financial
performance, problems or difficulties and the actions undertaken to solve the problems.
This type of research method will answers questions and satisfies the curiosity about a
certain phenomenon it will also describes and elaborates the natures and causes of an
existing phenomenon at the time of study. The descriptive methods are concerned with
existing conditions.

Its meaning and significance and then making adequate

interpretations of the data. The advantages of Descriptive method are concerned to its
meaning and significance of making adequate Interpretations of the study.

Respondents to the Study

Sampling Design
The researchers used

simple random sampling. In this study, the selection on

random basis of elements from a sampling frame. Each element has an equal chance or
probability of being chosen as subject of the study.
The persons subjected to interview are the owner, staff, workers and some
customers of different hotel specifically the Harvest and Microtel in Cabanatuan City
Method of Gathering Data
Two methods were primarily used in gathering the needed data to the study,
namely:
1.

Interview. And questionnaire checklist This was done with the aid of an
interview guide

and questionnaire checklist prepared by the researchers. It

contained questions on the business profile particularly the problems encountered by the
hotel. And the actions undertaken to solve them.
Statistical Treatment of Data
The data gathered from all questionnaires were treated statistically, tabulated and
computed with the used of frequency counts, percentage, weighted mean and ranking.
Frequency and Percentage Distribution
This is the method to describe the data on profile, it is a listing of all scores and
numerical values from a set of data and the number of times each score or value appears;
score may be listed from higher to lowest and lowest to highest

Percentage
The percentage age will be computed to determine the proportion of a part to
whole such as a given number of respondents in relation to the entire population.
To get the percentage, the formula used was of Dr. Tan
P (%) = f/N x 100
Where:
P stands for percentage
f stands for frequency of responses
N stands for total number of respondents
On the other hand, the weighted mean was determined by
applying the following formula; 3
WM = TWF / N
Where:
WM = Weighted mean
TWF = Total weighted Frequency
N = Number of respondents

Ranking
Ranking is used to determine the order of decreasing or increasing magnitude of
variables. The largest frequency is ranked 1, second 2, and so on down to the last rank.
The degree of responses will be treated and categorized as follows
Value

Scale
5

4.50 and above

Percentage
Strongly Agree

3.50-4.49

Agree

2.50-3.49

Moderately Agree

1.50-2.49

Disagree

Below 1.49

Strongly disagree

QUESTIONNAIRE
Name:(Optional)_______________________________________________
I
Demographic Profile of the Respondents
Directions: Please put a check mark(/) on the blank provided after each items
applicable to you.
1.1 Age
21-25 years old
1.2 Gender
26-30 years old
Male
31-35 years old
Female
36-40 years old
41-45 years old
3
Civil Status
46-50 years old
51-55 years old
56 years old and aboveSingle
Married
Widowed/Widower
Separated
1.4 Educational Attainment
College graduate
Masteral graduate
Doctorate graduate
1.5 Years in the business
1-5 years
6-10 years
11 years and above
1.6 Position in the company
_______ Owner/
_______Manager
_______ Staff and personnel
_______others (Pls specify)

Direction: please check the appropriate box that corresponds to self assessment on the
problems encountered during Hotel operation
5
Strongly agree
4
Agree
3
Slightly agree
2
disagree
1
Strongly disagree
3.What are the problems encountered during the operation of the business
VARIABLES
5
4
3
2
1
3.1 net losses
3.2Employee turnover
3.3 Uncollected receivables
3.4 Decline in unit sales
3.5 Renegotiations of franchise contract
3.6 unskilled and untrained employees
37 Unfaithful business partners as well as the staff and
employees
3.8 Loss of interest of the business partners to the business
Direction: please check the appropriate box that corresponds to self assessment on the
measures adopted in order to minimize the problems encountered
5
4
3
2
1

Strongly agree
Agree
Slightly agree
disagree
Strongly disagree

4..What are the measures adopted in order to minimize the problems if not totally
eradicate?
VARIABLES
5
4
3
2
4.1Know thy customer
4.2 Create a signature items/food./services
4.3 Treat every customers like gold
4.4Continually train the staff/workers/personnel to excel
4.5 Listen to customers complaints and do something about
what they say
4.6 Keep the menu current and Highly likely new
4.7 Promote the team
4.8 Select trusted partners and those who have compassion to
the business
4.9 Build good relationships among business partners nor to the
customer sand clients as well as to the staff and employees
5.0 Strict implementation of Cash basis payment