ABSTRACT Guest satisfaction is a key indicator of service quality in hospitality. It directly reflects how well a resort meets guest expectations across various service dimensions, including staff performance, amenities, and overall experience. As industry trends shift toward personalisation, technology, wellness, and sustainability, resorts must adapt their services to meet evolving guest expectations or risk declining satisfaction and competitiveness. However, employee commitment to building guest loyalty in resorts has not been extensively studied. The primary objective of this research was to investigate how employee performance in various service dimensions influences guest experience at a resort in the Moses Kotane District. A quantitative descriptive survey design was used to describe characteristics and phenomena. Data was collected from guests who stayed at any hotel within the resort for at least one night. A self-administered questionnaire with closed-ended questions was distributed using convenience sampling. From June to September 2023, 500 questionnaires were handed out during check-in, and 400 responses were collected. The raw data was transferred to a Microsoft Excel sheet, where it was coded for analysis. Results indicated that guests had high expectations regarding service quality, particularly during the check-in and check-out stages. The majority of participants strongly agreed that they expected efficient service within the various dimensions during these times, and their expectations were mostly met. Resort management should employ professional, knowledgeable staff, willing to help and ensure that standard operating procedures guide employees in maintaining quality service.
Madondo et al. (Tue,) studied this question.