Hotels’ Global Standard Practices, Service Delivery, and Guests’ Satisfaction

This descriptive correlational research delved into the assessment of hotels' global standard practices, service delivery, and guests’ satisfaction across the entire Province of Negros Occidental in the year 2023. The 335 respondents were purposely chosen and selected using convenience sampling, considering variables such as age, sex, type of tourist, income, hotel class, and occupational status as independent factors. The study utilized a researcher-made questionnaires to gather comprehensive data. Statistical analysis, including frequency count, percentage, mean, Mann Whitney U-Test, Kruskal Wallis H-Test, and Spearman’s Rho was performed using the Statistical Package for the Social Sciences (SPSS) software. The study's findings shed light on critical aspects of the hotel industry. Majority of respondents within the 18 to 28 years’ age bracket, were male, adventure tourists, and preferred three-star hotels, emphasizing the importance of understanding this demographic for tailored services. Evaluation of hotels' global standard practices highlighted consistently high ratings, showcasing positive perceptions of food quality, service, and ambiance across various demographics. The study emphasized the need to customize services based on diverse customer profiles for enhanced operational efficiency and guests’ satisfaction. Insights into the relationships between global standard practices, service delivery, and guests’ satisfaction underlined the pivotal role of adhering to high standards and delivering exceptional services to amplify guest contentment within the hotel industry. These findings may provide valuable insights for the design and management of hotel services to optimize customer experiences.