Advisers

Deanielle B. Mangahas, LPT

Discipline

Hospitality Management

Abstract

This study examined how consistent maintenance practices influence housekeeping efficiency and guest satisfaction in Red Planet Ortigas Hotel. Hotels often face challenges such as inconsistent cleaning standards, equipment malfunctions, and limited staff training, which directly affect service quality and brand reputation. Since guests primarily evaluate hotels based on room condition and cleanliness, maintenance plays a crucial role in sustaining positive experiences. The research emphasizes that proactive maintenance, proper sanitation procedures, and functional equipment are essential to improving operational reliability and enhancing guest perception. The study used a quantitative descriptive research design. Data were collected through structured questionnaires distributed to housekeeping staff and hotel guests. Respondents were profiled according to age, sex, employment status, and level of interaction with the hotel. The instrument measured perceptions of maintenance practices, including cleanliness protocols, chemical handling, equipment repair, and inventory management. Statistical tools such as frequency, percentage, and weighted mean were used to assess the impact of regular maintenance on housekeeping performance and guest experience. Findings revealed that respondents strongly agreed that regular maintenance positively influences housekeeping facility performance. High ratings were recorded in equipment functionality, cleanliness and sanitation, service timeliness, availability of tools, and overall guest satisfaction. Maintenance practices were described as effective and visible, contributing to improved room readiness and comfort. Although minor issues such as occasional delays in guest check-outs and temporary equipment shortages were noted, the overall evaluation of maintenance practices remained highly positive. The results confirm that consistent and structured maintenance significantly enhances operational efficiency and guest experience. Well-maintained facilities support faster housekeeping turnaround, reduce service interruptions, and increase guest trust and satisfaction. Despite minor operational constraints, the strong positive ratings indicate that proactive maintenance is a key factor in sustaining service quality and competitiveness. Continuous training, systematic monitoring, and preventive maintenance strategies are essential to ensure long-term improvement in hotel operations and guest loyalty.

Keywords

service quality, guest satisfaction, regular maintenance, housekeeping performance