Advisers

Blezsl Nilo

Discipline

Hospitality Management

Abstract

This study focused on the communication barriers that affect guest experience at Tiramisu Series KYZ Bagbag. It looked at how problems like unclear explanations, poor listening, language differences, and delayed responses impact customer satisfaction. The research aimed to identify common barriers, assess how well communication works, examine differences based on guest demographics, and suggest strategies to improve communication and the overall guest experience. The study used a descriptive quantitative design to look at the café’s communication practices without changing its setting. Fifty guests were chosen through purposive sampling and completed a structured survey about their demographics and how effective they found the communication. The data were analyzed using frequency, percentage, mean, and ranking to find common communication barriers and measure overall effectiveness. The bulk of respondents were females aged 26–28 years and frequent visitors to cafés. Guests generally rated staff communication as effective by clarity, language skills, listening and responsiveness. But they were often vague on their menus, failed to confirm orders and responses snet over the years as slow moving as the conversation itself -- leading to misunderstandings. Communication ratings did not significantly differ by age, gender, or visit frequency. In conclusion, communication at Tiramisu Series KYZ Bagbag is generally well viewed by guests but there are several areas where improvements can be made, particularly regarding explanation clarity, order confirmation processes, response time and listening skills. The study suggests staff training, standard order protocol, active listening workshops, clear language use and continuous evaluation to improve service quality, guest satisfaction and even customer loyalty.

Keywords

guest experience, communication barriers, communication practices, strategic plan