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Enhancing Service Quality by Addressing Inadequate Training Programs at The Housekeeping Department at Days Hotel by Wyndham, Iloilo'S

This case study focuses on improving service quality by addressing inadequate training programs within the housekeeping department at Days Hotel by Wyndham in Iloilo. It includes an analysis of the problem, a review of related literature, and a methodology for data gathering and interpretation. The study culminates in recommendations and an action plan for implementation to enhance training and service quality.

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6 views5 pages

Enhancing Service Quality by Addressing Inadequate Training Programs at The Housekeeping Department at Days Hotel by Wyndham, Iloilo'S

This case study focuses on improving service quality by addressing inadequate training programs within the housekeeping department at Days Hotel by Wyndham in Iloilo. It includes an analysis of the problem, a review of related literature, and a methodology for data gathering and interpretation. The study culminates in recommendations and an action plan for implementation to enhance training and service quality.

Uploaded by

cjmarie.cadenas
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ENHANCING SERVICE QUALITY BY ADDRESSING INADEQUATE TRAINING

PROGRAMS AT THE HOUSEKEEPING DEPARTMENT AT


DAYS HOTEL BY WYNDHAM, ILOILO’S

A Case Study
Presented to the Faculty of Hospitality Management Department
Western Institute of Technology
Luna St., La Paz, Iloilo City

In Partial Fulfillment
of the Requirements for the Course
Internship in Hospitality Industry – Phase II

by
Karlo Monico A. Dela Rosa
John Paul E. Elle
Ada G. Emilia
Irene R. Gonzaludo
Julyah Ysabelle D. Macahilas
Jeja Rose M. Magbanua

April 2025
WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT

APPROVAL SHEET

The case study attached hereto entitled, ENHANCING SERVICE QUALITY BY

ADDRESSING INADEQUATE TRAINING PROGRAMS AT THE HOUSEKEEPING

DEPARTMENT AT DAYS HOTEL BY WYNDHAM ILOILO’S prepared and submitted by

Karlo Monico A. Dela Rosa, John Paul E. Elle, Ada G. Emilia, Irene R. Gonzaludo, Julyah

Ysabelle D. Macahilas, and Jeja Rose M. Magbanua, in partial fulfillment of the requirements for

Intern 2 is hereby accepted.

___________________________________
DR. JOHN REYNAN V. CASPE
Panel Member
___________________________________
MR. JOEL D. TAMAYO
Panel Member
___________________________________
MR. ARCHILLES S. CAPUSO
Panel Member

Accepted and approved in partial fulfillment of the requirements in Internship in Hospitality

Industry – Phase II.

___________________________________
DR. RUBIE C. LENCIOCO, DDM
Head, Hospitality Management Department

ii
WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT

ACKNOWLEDGMENTS

The researchers would like to acknowledge and express their heartfelt gratitude and

appreciation to the people who have extended their support, encouragement, guidance and

assistance in the preparation and completion of the study.

To Panel Members, for their patience and valuable suggestions in the making of this

research work;

To our beloved parents, brothers, sisters and friends; for their prayers and understanding

as well as their financial and moral support;

Most importantly, to Almighty God, for the strength, wisdom, and guidance all through

the finished of this study.

The Researchers

iii
WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT

TABLE OF CONTENTS

Page

TITLE PAGE i

APPROVAL SHEET ii

ACKNOWLEDGMENT iii

TABLE OF CONTENTS iv

CHAPTER

1 THE PROBLEM AND ITS BACKGROUND 1

Introduction 1

Background of the Study 2

Definition of Terms 4

2 REVIEW OF RELATED LITERATURE 7

3 METHODOLOGY 24

Research Design 24

Participants of the Study 25

Data Gathering 25

4 PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA 26

Time Context 26

View Point 26

Statement of the Problem 26

Objectives 27

Areas of Consideration 29

iv
WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT

SWOT Analysis 30

Alternative Courses of Action 31

Decision Matrix 33

Definition of Decision Criteria Variable 34

5 RECOMMENDATION 35

Action Plan 35

Implementation Plan 39

EXECUTIVE SUMMARY 41

BIBLIOGRAPHY 42

APPENDICES 45

CURRICULUM VITAE 60

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