Performance of Staff and Employees in Selected Resorts in Batangas Province

14601 Words Jul 31st, 2011 59 Pages
PERFORMANCE OF STAFF AND EMPLOYEES IN SELECTED RESORTS
IN BATANGAS PROVINCE

A Thesis
Presented to the
Faculty of College of Accountancy Business Economic and
International Hospitality Management
Batangas State University Malvar Malvar, Batangas

In Partial Fulfillment of the Requirement for the Degree
Bachelor of Science in Hotel and Restaurant Management

By:
Luzaran, Denmark M.
Nerbal, Kimberly May A.
Ocampo, Michelle C.

October, 2010 ABSTRACT
Title: PERFORMANCE OF STAFF AND EMPLOYEES IN SELECTED
RESORTS IN BATANGAS PROVINCE

Author: Denmark M. Luzaran Kimberly May A. Nerbal Michelle C. Ocampo
Course: Bachelor of Science in Hotel and Restaurant Management
Year: 2010
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And lastly, conduct a survey feedback method in the form of questionnaire that regards to the perception of the customer.

Chapter I
PROBLEM

Introduction
One of the largest business trends in the Philippines has increased emphasis in service-related industries. There are lots of establishments that rose, which provides food service and lodging facilities. Competitions in service industry businesses have always been intense. There are lots of buyers and sellers, a condition that makes it hard for the company to achieve customer satisfaction. That has been the reason why industries start to exert more effort to improve the quality of their services to their customers. All service-based lodging industries in the Philippines have a goal of 100% guest satisfaction. Since lodging and hospitality industry are more concern in guest satisfaction, poor customer service can cause low occupancy rate in the business. Therefore, to survive in high competitive industry, they should give a better customer service than other competitors. They should render outstanding quality service to have competitive advantage leading to superior sales and profit performance. According to the Disney Institute (2010), it said that quality service has an aspect of business integral to any corporation, and that’s because we all share a common trait: every one of us has needs, wants, and emotions. The

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