GUEST SATISFACTION APPRAISAL: THE CASE OF A START-UP STATE UNIVERSITY HOTEL

Guest satisfaction in the hospitality industry is the measure of how contented the guests are with the hotel services they experience. This study presents the results of the guest satisfaction survey on the service quality of a start-up start university hotel, Cebu Tech Hotel, in its first two years of operation. The sixty hotel guests who participated in this descriptive survey research study used quantitative data to provide pertinent and accurate information on the customer satisfaction of the school hotel under investigation. Results show that hotel guests are generally quite satisfied as reflected in their very satisfied rating. However, even if the clients were satisfied, there are still other components of the hotel concerning the hotel service that need to be in full operation like the 24-hour food service to give the visitors the complete hotel experience. This leads to the conclusion that transferring the quality of services supplied in facilitating the guests hotel accommodations is essential to a pleasant overall guest experience.