Advisers

Dana Rae B. Boatis, LPT

Discipline

Hospitality Management

Abstract

This study examined the operational implications of over pax, or unexpected excess guests, in the events catering sector. Over pax often causes problems in food preparation, staffing, inventory, and service quality. When guest numbers exceed expectations, catering employees experience increased workload, food shortages, and service delays. This study focused on RKR’s Catering Services in Bagong Silang, Caloocan City to understand how over pax affects operations and customer satisfaction. The study used a descriptive research design. A structured survey questionnaire was distributed to 20 employees of RKR’s Catering Services, including kitchen staff, servers, supervisors, and managers. Purposive sampling was used to select respondents who had experience handling over pax situations. Data were analyzed using frequency, percentage, weighted mean, ranking, and Pearson r correlation to determine the relationship between over pax and customer satisfaction. The findings showed that over pax significantly affects food preparation and portion control, staffing and workload management, inventory and supply availability, and service quality. Employees reported food shortages, increased stress, longer service time, and difficulty maintaining portion consistency during events with excess guests. The results also revealed a significant relationship between over pax and customer satisfaction, indicating that service quality decreases when guest numbers exceed planned capacity. The study concluded that over pax creates operational challenges that may reduce service efficiency and customer satisfaction. However, proper contingency planning, flexible staffing, buffer food preparation, strong supplier coordination, and clear client communication can help minimize negative effects. Catering businesses are encouraged to develop better forecasting strategies and crisis response plans to improve handling of over pax situations in future events.

Keywords

operational efficiency, service quality, event management, excess guest counts, catering operations, food service logistics, guest overflow, cost control, contingency planning