Advisers

Dana France H. Ignacio, PhD

Discipline

Hospitality Management

Abstract

Digital technology has changed how restaurants manage reservations and support guest convenience. Online reservation systems are intended to provide faster transactions, accessible information, and improved customer communication, although technical and operational problems may limit their effectiveness. This study assessed the online reservation system at Kasaa Private Restaurant in Quezon City and examined guest convenience in relation to respondent profile, platform performance, and booking challenges. The study used a descriptive research design to analyze guest perceptions of the restaurant’s online reservation system. Data were collected from thirty (30) respondents selected through purposive sampling. A structured survey questionnaire gathered demographic information, preferred digital booking platforms, frequency of visits, and problems experienced during the reservation process. Frequency and percentage were used to analyze the data. The respondents were evenly distributed by sex (50% male and 50% female), and most were 24–35 years of age (96.67%). Most had visited the restaurant one to three times (96.67%), indicating substantial initial patronage but limited repeat visits. The Facebook page was identified as the most effective reservation platform, while Google Forms and TikTok received lower assessments. Reported challenges included limited time slots (56.52%), slow loading times (17.39%), inaccurate information (8.70%), and unclear house rules and cancellation policies. The online reservation system was considered accessible and useful for attracting customers, but technical limitations and restricted availability reduced convenience. Reliance on a single highly rated platform indicated a need for system improvement. The study recommended an integrated, real-time reservation management system, clearer policies, and regularly updated information to support guest satisfaction and service efficiency.

Keywords

online reservation, guest convenience, digital marketing channels