Advisers

Esterlin B. Regatillo, MPA

Discipline

Hospitality Management

Abstract

The study examined frontline employees’ perspectives on organizational communication at Astoria Plaza Hotel. It emphasized the role of effective communication in service quality, employee performance, teamwork, and guest satisfaction and focused on concerns such as delayed information, unclear instructions, insufficient feedback, and language barriers. The study used a quantitative descriptive design with a correlational component. Thirty (30) frontline employees of Astoria Plaza Hotel were selected through purposive sampling. Data were gathered using a structured questionnaire with a four-point Likert scale. Frequency, percentage, weighted mean, and independent t-test were used to analyze respondent characteristics, communication practices, and perceived challenges. Most respondents were female, aged 18–24 years, college-level or college graduates, and employed for 1–3 years. Respondents generally strongly agreed that organizational communication was effective in terms of information clarity and accuracy, timeliness, feedback mechanisms, interpersonal communication, and communication channels. Nevertheless, delayed communication, language barriers, and unclear instructions were identified as common challenges affecting coordination and service delivery. The findings indicated that effective communication supported task performance, stress reduction, teamwork, and service quality, while delayed updates and language-related difficulties remained areas for improvement. The study recommended improving communication timeliness, two-way feedback, language support, conflict-resolution strategies, communication training, and structured communication schedules.

Keywords

communication