Assessment of Hotel Business Tools and Technologies Usage towards Guest Satisfaction in Tagaytay City, Philippines: Basis for an Excellent Service Provision

This research investigated the impact of hotel business tools and technologies on guest satisfaction in Tagaytay City, Philippines, a rapidly growing tourist destination. Hotels globally are adopting technology to enhance guest experiences and satisfaction. Employing a convergent-parallel mixed-method approach, the study combined quantitative data from guest surveys and observational data on technology usage with qualitative insights from semi-structured interviews with hotel staff, managers, owners, and guests. Statistical analysis revealed a strong positive correlation between guest satisfaction and technology utilization. Guests particularly praised user-friendly interfaces and the high quality of information provided through technology, which enhanced access to accurate and up-to-date information, facilitated personalization, and fostered loyalty. However, the study also identified significant challenges, including inconveniences with booking systems, internet connectivity, and in-room technology, as reported by both guests and staff. These findings emphasize the critical need for continuous investment in staff training, technology upgrades, and seamless integration of various systems to prevent fragmented guest experiences. Ultimately, hotels prioritizing user-friendly interfaces, accurate information, and efficient service delivery through technology can significantly improve guest experiences and achieve a competitive edge in the evolving hospitality industry.