Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

This study assessed guest satisfaction and evolving expectations at Toilena Hotel in Manila as a basis for a service-improvement initiative. It examined guests’ perceptions of front-office services, housekeeping, food and beverage services, facilities, and the overall customer experience. The study used a descriptive research design and survey questionnaires administered to hotel guests. Statistical analysis was used to identify gaps between guest expectations and actual service delivery. The instrument gathered respondent characteristics and assessed stability, customer satisfaction, consistency, service quality, facilities and amenities, accessibility, comfort, appreciation, and perceived advantages. Most respondents were aged 31–35 years and had visited the hotel 2–3 times. Business, leisure, and events were the most frequently reported reasons for visiting. Respondents generally rated the accommodations positively, although some facilities were identified as needing improvement. The study considered the hotel’s role in providing accessible accommodation while maintaining competitive service standards in Manila’s tourism and lodging sector. It emphasized cleanliness, safety, affordability, and customer-centered practices as priorities for meeting evolving guest expectations and informing a service-improvement initiative.

Keywords

enhancing guest satisfaction, evolving expectation, service improvement initiative, expectancy disconfirmation theory (edt)