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Impact of Housekeeping Services to Guests in Hotel Accommodation, Tri-

Cities in Cebu, Philippines

DOI:

https://doi.org/10.51583/IJLTEMAS.2026.150300024

Received: 14 March 2026; Accepted: 19 March 2026; Published: 03 April 2026

ABSTRACT

Housekeeping services are a critical component of the hospitality industry, especially in deluxe-class hotels,

where guest expectations are exceptionally high. These services directly influence the quality of a guest’s stay,

affecting both their overall experience and satisfaction. In a luxury hotel setting, cleanliness, comfort, and

attention to detail are paramount, and housekeeping plays a pivotal role in maintaining these standards. The

efficiency, professionalism, and consistency of housekeeping services can significantly impact a guest's

perception of the hotel and contribute to their overall satisfaction. This is particularly important in deluxe-class

hotels, where the competition for high-end clientele is fierce, and guest satisfaction is a key factor in ensuring

repeat visits and positive reviews.

This study utilized the descriptive-correlational method of research using a researcher-made survey checklist

questionnaire, which includes the demographic profile of the respondents in terms of age, gender, civil status,

nationality, and purpose of stay; and the impact of the housekeeping services to guest in a hotel accommodation

in terms of cleanliness, room presentation, timeliness of the service, and staff professionalism.

This study utilized a random sampling of ten (10) respondents per selected six (6) hotels in Cebu, and a total of

fifty (60) respondents who will take part in this study. A researcher-made survey questionnaire will be used to

administer the conduct and distribution as a means to gather the facts and information of this study the instrument

tool is composed of three (3) parts; the first part is the profile of the respondents where the respondents utilized

the checklist questionnaires and the second part is the impact of the housekeeping services on the guest

satisfaction as rated by the respondents where utilized also the checklist questionnaire in accordance to the rating

scales and categorical responses of 4-Highl Impact, 3-Moderate Impact, 2-Less Impact, and 1-No Impact, and

the third part is the problems encountered by the respondents were also rated by them. The statistical tools that

will be used in this study are frequency count and percent, weighted mean and ranking, along with inferential

statistics including Chi-Square, Analysis of Variance, or t-test to comprehensively test the hypotheses and

significant differences of the variables of the study. The findings of the study will serve as the basis for a

proposed action plan.

Keywords: housekeeping services, guest satisfaction, luxury hotel, service quality, hotel cleanliness, guest

experience, action plan

INTRODUCTION

Rationale

The hospitality industry is one of the most dynamic sectors, where guest satisfaction is paramount to the success

of any hotel, especially in a competitive market like Cebu. Deluxe-class hotels, which cater to high-end clients,

are expected to deliver exceptional service, and housekeeping services play a critical role in achieving this goal.

Housekeeping is not just about cleanliness; it encompasses attention to detail, room presentation, and overall

comfort, all of which directly influence a guest's experience and satisfaction. In a deluxe-class hotel, where guest

expectations are exceptionally high, these services can significantly shape the perception of the hotel and impact

customer loyalty.

Grace L. Lawas, Grayfield T. Bajao

University of Cebu- Main Campus, Cebu City, Philippines

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The importance of housekeeping services in the hospitality industry cannot be overstated, as they are often the

first point of contact with guests upon entering their rooms. The quality of these services can influence a guest's

overall opinion of the hotel, from the cleanliness of the rooms to the professionalism and responsiveness of the

staff. Understanding how housekeeping services impact guest satisfaction is, therefore, crucial for maintaining

a high level of service quality and ensuring repeat business in the competitive hotel market of Cebu.

The researcher’s interest in this study is rooted in both her extensive industry experience and her role as an

instructor in hospitality management. Having worked in the hospitality sector, she has witnessed firsthand how

vital housekeeping is in ensuring a positive guest experience. Moreover, as an educator, she has interacted with

future professionals in the industry, emphasizing the importance of operational excellence and customer-centric

service. This dual perspective has driven the researcher’s curiosity to explore the correlation between

housekeeping services and guest satisfaction, with a specific focus on deluxe-class hotel accommodations in

Cebu. Through this research, the researcher aims to contribute valuable insights that can enhance the quality of

housekeeping services and improve overall guest satisfaction in the hospitality sector.

Theoretical Background

This study is anchored on the SERVQUAL model developed by Parasuraman et al (1985); and supported by the

Expectation-Confirmation Theory by Richard L. Oliver (1980), and the Expectancy Theory by Vroom (1964).

The SERVQUAL Theory by Parasuraman, Zeithaml et al (1985) is a widely used framework for measuring

service quality across various industries, including hospitality. This theory is based on the premise that service

quality is determined by the gap between customer expectations and their perceptions of the actual service

received. SERVQUAL identifies five key dimensions that contribute to the overall perception of service quality:

tangibles, reliability, responsiveness, assurance, and empathy. In the context of housekeeping services in deluxe-

class hotels, tangibles refer to the physical appearance of rooms, linens, and amenities, directly impacting the

cleanliness and presentation of the hotel. Reliability emphasizes the consistency and dependability of the

housekeeping service, such as ensuring that rooms are cleaned to standard and on time. Responsiveness involves

the willingness of the housekeeping staff to address guests' needs promptly, such as fulfilling requests for extra

towels or addressing maintenance issues. Assurance reflects the professionalism, courtesy, and competence of

the staff, ensuring that guests feel confident in the cleanliness and safety of their environment. Finally, empathy

speaks to the staff's ability to understand and accommodate the individual needs and preferences of the guests,

such as providing personalized services like adjusting room temperature or pillow preferences.

In the hospitality industry, particularly in deluxe-class hotels, understanding service quality gaps is crucial to

meeting high guest expectations. By applying the SERVQUAL model, hotel management can identify

discrepancies between what guests expect from housekeeping services and what they experience. For example,

if guests expect a clean room upon arrival but find issues with cleanliness or timeliness, this reveals a gap in

reliability and responsiveness that needs to be addressed. Additionally, SERVQUAL can help pinpoint areas of

strength, such as excellent staff professionalism (ensuring assurance) or a personalized approach to guest needs

(boosting empathy), which directly contribute to enhancing guest satisfaction. Using surveys that assess both

expectations and perceptions on the five service quality dimensions, hotels can gain valuable feedback that

guides improvements in housekeeping services. While SERVQUAL offers a comprehensive framework for

evaluating service quality, it does have limitations. For instance, it assumes that guest expectations are static

when in reality, expectations may vary depending on the situation or the individual. Furthermore, SERVQUAL

is primarily based on guest perceptions, which can be influenced by factors beyond the service itself, such as

personal mood or external circumstances. Despite these limitations, SERVQUAL remains an essential tool for

assessing the impact of housekeeping services on guest satisfaction, providing valuable insights that enable hotel

management to enhance service quality, build customer loyalty, and improve the overall guest experience.

The SERVQUAL Theory has several key implications for this study on the impact of housekeeping services on

guest satisfaction in a deluxe-class hotel in Cebu. By applying the SERVQUAL framework, this study can help

identify and measure the service quality gaps between guest expectations and their perceptions of housekeeping

services. The five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy,

are directly relevant in evaluating how housekeeping services influence overall guest satisfaction. For example,

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the study can reveal how well housekeeping meets guests’ expectations in terms of room cleanliness (tangibles),

timeliness and consistency in service (reliability), staff responsiveness to requests (responsiveness),

professionalism and courtesy of staff (assurance), and the ability to understand individual guest needs (empathy).

These insights can then guide hotel management in focusing on the areas that need improvement, leading to

better guest experiences and satisfaction.

This model also emphasizes the importance of consistent service quality, which is crucial in the highly

competitive luxury hotel market. By addressing service quality gaps, the hotel can increase guest loyalty, reduce

complaints, and improve overall operational performance. Therefore, the application of this model in this study

provides a structured approach to improving housekeeping services and ultimately enhancing guest satisfaction

in a deluxe-class hotel.

The Expectation-Confirmation Theory by Oliver (1980) is a well-established framework in consumer behavior

that explores how customer satisfaction is influenced by the confirmation or disconfirmation of their

expectations. According to the theory, satisfaction is not solely based on the service received, but rather on

whether the service meets, exceeds, or falls short of a customer’s pre-service expectations. If the actual service

matches or surpasses what a guest anticipated, they experience positive confirmation, which leads to greater

satisfaction. However, if the service fails to meet expectations, this leads to negative disconfirmation, resulting

in dissatisfaction.

In the context of housekeeping services in a deluxe-class hotel, the theory highlights how guests' expectations

play a crucial role in determining their satisfaction with the services provided. For instance, if a guest arrives at

a luxury hotel expecting a high level of cleanliness, fast service, and well-maintained amenities, their satisfaction

will depend on how well the housekeeping staff meets these expectations. If the room is cleaned promptly, the

bed is neatly arranged, and the bathroom is spotless, the guest's expectations are confirmed, leading to positive

satisfaction. However, if there are delays in cleaning, the room lacks attention to detail, or the amenities are not

up to standard, the guest may experience negative disconfirmation, leading to dissatisfaction. Expectation-

Confirmation Theory also suggests that post-purchase evaluation, or the assessment of service quality after

consumption, plays a key role in shaping future behavior. For example, guests who are satisfied with the

housekeeping services are more likely to return to the hotel and recommend it to others. On the other hand,

guests who feel their expectations were not met may leave negative reviews and choose not to return. This theory

emphasizes the dynamic relationship between guest expectations and service performance, stressing the

importance for hotels, particularly deluxe-class accommodations, to not only meet but aim to exceed guest

expectations to foster positive guest experiences, repeat visits, and strong brand loyalty.

In this study, the implications of applying the Expectation-Confirmation Theory help to understand the

relationship between guest expectations of housekeeping services and their satisfaction with the overall hotel

experience. By examining how well housekeeping services align with guest expectations, hotel management can

pinpoint areas for improvement to enhance service delivery and improve guest retention and satisfaction.

The Expectancy Theory by Vroom (1964) is a motivational theory that explains how individuals make decisions

to achieve desired outcomes. At its core, the theory suggests that motivation is the result of a rational calculation

where individuals evaluate the likelihood that their effort will lead to performance (expectancy), that this

performance will lead to certain outcomes (instrumentality), and that these outcomes are valuable or desirable

to them (valence). According to Vroom, for a person to be highly motivated, all three components must be strong,

meaning the individual must believe that their effort will result in good performance, that this performance will

lead to meaningful rewards, and that these rewards are personally valued.

The strength of Expectancy Theory lies in its focus on individual perceptions. It recognizes that different people

are motivated by different things and that their decisions depend on their beliefs about what is likely to happen

as a result of their actions. For example, an employee may choose to put extra effort into a task if they believe

their performance will be recognized and rewarded, perhaps with a promotion or bonus. However, if the same

employee feels that no amount of effort will change the outcome, or if the reward is not personally valuable,

their motivation will likely diminish. This emphasis on individual expectations makes the theory particularly

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useful for managers who aim to align organizational rewards with employees' personal goals and perceived

fairness.

In practice, Expectancy Theory encourages leaders to create environments where employees clearly understand

the link between effort, performance, and outcomes. It also highlights the importance of fairness, transparency,

and consistent reinforcement in motivating behavior. For organizations, this means setting clear goals, providing

the necessary resources and support for performance, and designing reward systems that reflect employees’

values and expectations. By addressing each component of the theory, employers can enhance employee

motivation, increase job satisfaction, and ultimately improve organizational performance.

This theory provides a comprehensive lens through which to understand the impact of housekeeping services on

guest satisfaction in hotel accommodations. This highlights how guests form expectations based on the belief

that clean and well-maintained rooms will contribute to a positive overall stay, influencing their decision to

choose and remain loyal to a hotel. This further emphasizes how satisfaction is achieved when the actual quality

of housekeeping meets or exceeds those initial expectations. When housekeeping services consistently deliver

high standards, guests' expectations are confirmed or surpassed, leading to higher satisfaction levels and positive

evaluations. The theories underscore the critical role of service quality, particularly in housekeeping, as a

determinant of guest perceptions, satisfaction, and future behavior in the hospitality industry.

Cleanliness is consistently identified as a fundamental factor influencing guest satisfaction in the hospitality

industry. According to Suwitho and Darma (2022), cleanliness quality significantly affects guest satisfaction,

particularly in budget to mid-range hotels, where well-maintained and hygienic rooms can create a strong

positive impression. Their study of PrimeBiz Hotel Kuta Bali revealed that guests heavily weigh the cleanliness

of the room when evaluating their overall hotel experience. This finding aligns with the view that housekeeping

quality serves as a primary touchpoint in shaping guest perceptions.

Similarly, Parveen and Tripathi (2023) emphasized that effective housekeeping practices, such as punctuality,

room hygiene, and the attentiveness of housekeeping staff, directly contribute to service quality and guest

satisfaction. Their research in five-star hotels further established that guest satisfaction acts as a mediator

between housekeeping services and perceived service quality, reinforcing the notion that cleanliness is not

merely an operational concern but a strategic one in guest retention and brand reputation.

However, maintaining high cleanliness standards is often challenged by operational limitations. Ndegwa (2022)

reported that in star-rated hotels in Nairobi, key barriers to effective housekeeping include inadequate staffing,

lack of modern cleaning equipment, and limited management support. These challenges can compromise

cleanliness and, subsequently, the quality of the guest experience. Therefore, consistent investment in

housekeeping resources and staff training is essential for hotels aiming to uphold guest expectations and ensure

satisfaction.

Room presentation plays a vital role in shaping guests' first impressions and overall satisfaction during their stay

in a hotel. It encompasses the visual and sensory elements of the room, including cleanliness, organization,

layout, scent, lighting, and the aesthetic appeal of furnishings. A well-presented room communicates

professionalism, care, and attention to detail, all of which are essential in the hospitality industry. According to

Lockyer (2005), guests often equate room presentation with service quality, and even minor imperfections, such

as wrinkled linens, cluttered arrangements, or poor lighting, can negatively affect their perception of the entire

establishment. Ali, Amin, and Cobanoglu (2016) found that the visual appeal of a hotel room, particularly its

cleanliness, comfort, and interior design, significantly enhances the emotional response of guests, leading to

higher satisfaction ratings. Guests are more likely to feel relaxed, valued, and comfortable in environments that

are visually pleasing and meticulously maintained. This, in turn, fosters trust in the brand and contributes to

positive word-of-mouth and repeat bookings.

Moreover, room presentation reflects a hotel’s commitment to quality and guest experience. It serves not only

functional purposes but also emotional ones, creating a sense of welcome and luxury. In highly competitive

markets, hotels that prioritize room aesthetics and maintenance often gain a competitive edge. As Han and Ryu

(2009) point out, service environments, especially physical surroundings, are key elements in influencing

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customer behaviors and perceptions in the hospitality sector. Therefore, consistent attention to room presentation

is a strategic necessity for hotels seeking to enhance guest satisfaction and loyalty.

Timeliness of service is a critical dimension of service quality in the hotel industry, directly influencing guest

satisfaction and perceived value. Prompt service delivery, whether in housekeeping, front desk assistance, room

service, or maintenance, demonstrates efficiency, professionalism, and respect for guests’ time. According to

Parasuraman, Zeithaml, and Berry (1988), responsiveness, which includes timeliness, is one of the five core

dimensions of service quality in the SERVQUAL model. Delays or slow response times can lead to frustration

and negatively affect the overall guest experience, even if the service outcome is satisfactory. For instance, a

well-cleaned room delivered late or after repeated follow-ups may still leave guests feeling dissatisfied or

undervalued.

Studies have consistently shown that hotels that provide timely services tend to receive higher satisfaction

ratings. Wang, Lu, and Chen (2008) found that guests strongly associate timely housekeeping and quick front-

desk responses with professionalism and operational excellence. This is especially important in high-end and

business-class hotels, where guests often operate on tight schedules and have higher service expectations. On

the other hand, delays in delivering extra towels, fixing room issues, or responding to service requests can

significantly diminish a hotel’s reputation and affect guest loyalty.

Timeliness not only improves operational efficiency but also enhances the emotional comfort of guests,

contributing to a seamless and enjoyable stay. To achieve high standards in timeliness, hotels must ensure

sufficient staffing, effective communication systems, and a well-coordinated service protocol. Ultimately,

prioritizing prompt and efficient service delivery is a strategic move that supports guest retention, positive

reviews, and long-term business success.

Staff professionalism is a crucial factor in delivering exceptional hospitality services and greatly influences guest

satisfaction in hotel accommodations. Professional behavior from hotel staff, characterized by courteousness,

competence, reliability, and effective communication, creates a positive impression and fosters trust between

guests and the establishment. According to Siguaw, Enz, and Namasivayam (2000), staff professionalism

contributes significantly to perceived service quality, as guests expect not only technical skills but also a friendly

and respectful attitude. When hotel employees demonstrate professionalism, guests feel valued and respected,

which enhances their overall experience and encourages repeat visits. Tsai and Wu (2011) emphasize that

professional staff behavior plays an essential role in managing guest expectations and resolving complaints

effectively. Staff who are knowledgeable, attentive, and proactive in addressing guest needs can turn potentially

negative situations into positive experiences, thereby strengthening guest loyalty. Moreover, professionalism

extends beyond front-line employees to include management practices that support continuous staff training and

empowerment, ensuring consistency in service delivery.

In a highly competitive industry, hotels that invest in cultivating professionalism among their staff gain a

competitive advantage by building a strong brand reputation. Professional staff not only improve operational

efficiency but also enhance the emotional connection guests have with the hotel. As noted by Bowen and

Schneider (1988), professional behavior reinforces service quality and directly influences guest satisfaction,

making it a vital component of successful hotel management strategies.

This implies that housekeeping services, particularly cleanliness, room presentation, timeliness of service, and

staff professionalism, play a pivotal role in shaping guest satisfaction in hotel accommodations. Cleanliness and

well-maintained rooms establish the foundation for a positive guest experience, while effective room

presentation enhances the overall ambiance and comfort. Moreover, timely service delivery and responsiveness

are essential in meeting guest expectations and preventing dissatisfaction. Finally, professional and courteous

staff behavior significantly strengthens guest perceptions of service quality and fosters loyalty. Together, these

factors underscore the critical importance of comprehensive housekeeping services in ensuring a memorable and

satisfactory hotel stay, which is central to the present study’s investigation of their impact on guests.

Hassan and Karami (2016) explored the relationship between service quality and guest satisfaction in the context

of luxury hotels, with a particular focus on how different aspects of service, such as housekeeping, influence

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guests' overall experiences. Their study found that service quality is a critical determinant of customer

satisfaction, especially in the hospitality industry, where the service encounter plays a significant role in shaping

the guest experience. The authors identified several key dimensions of service quality, including tangibles

(physical appearance of the hotel), reliability (dependability of the service), responsiveness (timeliness and

efficiency), assurance (professionalism and courtesy of staff), and empathy (personalized attention to guests).

Among these, cleanliness and housekeeping services were found to be the most crucial factors in ensuring guest

satisfaction in luxury hotels. The study highlighted that guests expect high levels of cleanliness and that any

failure in this area could lead to dissatisfaction. The professionalism of hotel staff, particularly housekeeping

staff, was also identified as essential for shaping the overall guest experience. Consistency in service, such as

timely and effective housekeeping, was found to be another important factor in maintaining guest satisfaction,

as inconsistency could result in a negative perception of the hotel. The study concluded that high-quality

housekeeping services not only contribute to immediate guest satisfaction but also play a key role in fostering

guest loyalty. Satisfied guests were more likely to return to the same hotel and recommend it to others, further

enhancing the hotel's reputation. Overall, this study emphasizes the importance of maintaining high

housekeeping standards in luxury hotels, as it directly impacts guest satisfaction, loyalty, and the hotel's overall

service reputation.

Alharbi (2021) examined the impact of housekeeping service quality on customer satisfaction within five-star

hotels in Saudi Arabia. This study focused on how the quality of housekeeping services, such as cleanliness,

timeliness, attention to detail, and the professionalism of staff, influences guest satisfaction. Alharbi found that

housekeeping services play a pivotal role in shaping guests' overall experience, particularly in luxury hotel

settings. Cleanliness was identified as the most significant factor contributing to guest satisfaction, with guests

placing high importance on the state of their rooms upon arrival and throughout their stay. The study highlighted

that guests' expectations for cleanliness were non-negotiable, and any lapses in this area resulted in a significant

decline in overall satisfaction. Furthermore, the study found that the timeliness of housekeeping services, such

as how quickly rooms are cleaned and maintained, also impacted guest perceptions. Guests who experienced

efficient and prompt housekeeping services reported higher satisfaction levels than those who encountered

delays or inconsistencies. The professionalism and courtesy of housekeeping staff were also essential in

influencing guest satisfaction. When guests interacted with polite, respectful, and trained staff, their perception

of the hotel's service quality improved. The study concluded that the quality of housekeeping services directly

affects guests' overall satisfaction and plays a crucial role in maintaining the reputation of luxury hotels. Satisfied

guests, according to the study, are more likely to return to the hotel and recommend it to others, which ultimately

boosts the hotel's success. Alharbi's findings emphasize that for five-star hotels to remain competitive, they must

prioritize high standards in housekeeping services, as these services are integral to achieving and maintaining

high levels of guest satisfaction.

Chou and Chen (2013) explored the relationship between hotel service quality and guest satisfaction in

Taiwanese hotels, focusing on various service dimensions, including housekeeping. Their study demonstrated

that the quality of service in key areas such as cleanliness, efficiency, staff professionalism, and responsiveness

significantly influenced guest satisfaction levels. In particular, housekeeping was found to be a crucial factor in

shaping the guests’ overall perception of the hotel. The researchers noted that cleanliness, which is closely

associated with the efficiency and effectiveness of housekeeping services, was a critical element that impacted

guests' satisfaction. Clean, well-maintained rooms were seen as essential to creating a positive first impression,

and any deficiencies in this area could lead to dissatisfaction, regardless of other services offered by the hotel.

Additionally, the study highlighted that timeliness and attention to detail in housekeeping services also played

an important role in guest satisfaction. Guests who experienced prompt and meticulous housekeeping services

were more likely to report higher satisfaction and were more inclined to return to the hotel in the future.

Furthermore, the professionalism and attitude of housekeeping staff were emphasized as key components of the

service experience. Guests appreciated courteous, respectful, and well-trained housekeeping personnel, as these

qualities enhanced the perceived value of the hotel. The study also found that hotel service quality, including

housekeeping, was directly linked to overall guest satisfaction, which in turn influenced their likelihood to

recommend the hotel to others or revisit it. Chou and Chen concluded that for hotels in Taiwan, providing high-

quality housekeeping services was essential not only for meeting guest expectations but also for achieving high

guest satisfaction, repeat business, and a strong reputation. This research underscores the importance of investing

in housekeeping standards as a critical part of a hotel’s service quality and overall guest experience.

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In conclusion, the impact of housekeeping services on guest satisfaction is undeniably significant, particularly

in luxury and high-end hotels. Studies by Hassan and Karami (2016), Alharbi (2021), and Chou and Chen (2013)

consistently highlight that cleanliness, timeliness, attention to detail, and the professionalism of housekeeping

staff are critical factors influencing guests' overall satisfaction. Cleanliness was universally regarded as the most

crucial aspect, with any shortcomings in this area leading to a decline in guest satisfaction. Efficient and

courteous housekeeping staff also play an essential role in enhancing the guest experience, contributing to

positive perceptions of service quality. As evidenced by these studies, ensuring high-quality housekeeping

services not only leads to immediate satisfaction but also fosters guest loyalty, repeat visits, and positive

recommendations. For hotels to maintain a competitive edge, particularly in deluxe and luxury categories,

investing in and prioritizing exceptional housekeeping services is crucial for delivering a superior guest

experience and ensuring long-term success.

In the study of Lee and Jang (2014), they explored the significant role of housekeeping services in shaping

customer satisfaction in hotels. Their study emphasizes that housekeeping is a crucial component of the guest

experience, particularly in hotels where guests expect a high standard of cleanliness and comfort. The authors

argue that the cleanliness of rooms, attention to detail, and the professionalism of housekeeping staff directly

influence guests’ perceptions and satisfaction.

Their research found that when housekeeping services are consistently high-quality, it leads to positive guest

experiences and fosters repeat business. Conversely, lapses in housekeeping services, such as delayed room

cleaning or inadequate maintenance, can quickly lead to dissatisfaction, tarnishing the hotel's reputation. Lee

and Jang (2014) also stress the importance of consistency in service delivery. They suggest that inconsistency in

housekeeping services—whether through occasional lapses or irregular standards—undermines guest trust and

loyalty. The study concludes that hotels must prioritize housekeeping operations, continually evaluate service

quality, and invest in training staff to meet or exceed guest expectations to maintain customer satisfaction and

competitive advantage in the hospitality industry.

In the study of Prasanna and Chandrashekar (2015), they examined the critical role of service quality in the hotel

industry, focusing specifically on the impact of housekeeping services on guest satisfaction. Their study

emphasizes that service quality, as perceived by guests, is a fundamental driver of customer satisfaction and

loyalty in hotels. The authors argue that housekeeping services are central to ensuring a high-quality guest

experience, with cleanliness, timeliness, and attention to detail being key factors influencing guest perceptions.

According to the study, guests place a significant emphasis on the cleanliness of their rooms and the overall hotel

environment. They found that hotels offering prompt and efficient housekeeping services are more likely to meet

guest expectations, resulting in higher satisfaction levels.

Furthermore, the study highlights that while cleanliness is essential, other aspects of housekeeping, such as staff

responsiveness and the ability to meet specific guest requests, also contribute significantly to service quality.

Prasanna and Chandrashekar (2015) conclude that for hotels to remain competitive and enhance guest

satisfaction, they must continuously evaluate and improve their housekeeping operations. Investing in training

for housekeeping staff, maintaining consistent service standards, and ensuring that rooms are meticulously

cleaned and well-maintained are critical strategies for achieving long-term success in the highly competitive

hospitality industry.

In the study of Harris and Lambert (2017), they conducted a comprehensive study on the influence of

housekeeping services on guest satisfaction, specifically in the context of luxury hotels. Their research highlights

that in the luxury hotel segment, where guests have high expectations and demand exceptional service,

housekeeping plays a pivotal role in shaping their overall experience. The study underscores that cleanliness is

one of the most critical factors in guest satisfaction, with luxury hotel guests often viewing it as an indicator of

the hotel’s overall quality. Beyond basic cleanliness, the researchers also discuss the importance of attention to

detail, room maintenance, and the presentation of amenities as key components of housekeeping that

significantly impact guest satisfaction. The professionalism and attitude of housekeeping staff are also

emphasized as essential elements, as guests expect courteous, efficient, and respectful service. Harris and

Lambert (2017) further explain that the guest’s perception of housekeeping directly correlates with their

likelihood of returning to the hotel or recommending it to others.

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The study concludes that for luxury hotels to maintain a competitive edge, they must ensure that their

housekeeping services meet or exceed the high standards expected by discerning guests, ultimately contributing

to guest loyalty and a strong reputation.

The research suggests that exceptional housekeeping service not only enhances the guest experience but also

plays a crucial role in fostering repeat visits and positive word-of-mouth recommendations. In conclusion, the

studies reviewed highlight the critical role of housekeeping services in shaping guest satisfaction, particularly in

luxury and high-end hotels.

Cleanliness, attention to detail, timeliness, and the professionalism of housekeeping staff are all crucial factors

that significantly impact guests’ overall experience. High-quality housekeeping services are directly linked to

positive guest perceptions, repeat business, and a strong hotel reputation. Furthermore, inconsistencies or

deficiencies in housekeeping can lead to dissatisfaction and damage a hotel's reputation.

For hotels to remain competitive and ensure long-term success, it is essential to prioritize and continually

improve housekeeping operations, staff training, and service delivery standards to meet or exceed guest

expectations. Ultimately, exceptional housekeeping services are integral to fostering guest loyalty and

satisfaction.

Statement of the Problem

This study aimed to determine the impact of housekeeping services to guests in hotel accommodations, tri-cities

in Cebu, Philippines. The findings of the study served as the basis for a proposed action plan.

Specifically, this study sought answers to the following questions:

What is the profile of the respondents in terms of:

• age;

• gender;

• civil status;

• nationality; and

• purpose of stay?

What is the impact of the housekeeping services to guests of hotel accommodation in terms of:

• cleanliness;

• room presentation;

• timeliness of the service; and

• staff professionalism?

What are the problems encountered by the respondents in the housekeeping services provided by a hotel

accommodation?

Is there a significant relationship between the profile of the respondents and the impact of the

housekeeping services to guests of the hotel accommodation?

Based on the findings of the study, what action plan may be proposed?

Statement of the Null Hypothesis

The following null hypothesis was tested at a 0.05 level of significance:

Ho1: There is no significant relationship between the profile of the respondents and the impact of the

housekeeping services on hotel accommodation.

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Significance of the Study

The following terms are defined operationally, which greatly helps the individuals and entities as stated below:

Hotel Management. Hotel management will benefit from the study’s findings by gaining insights into how

housekeeping services directly affect guest satisfaction. By identifying key factors that guests prioritize (such as

cleanliness, responsiveness, or attention to detail), management can optimize operations, improve service

delivery, and enhance overall guest experiences.

The study can also guide management in allocating resources effectively to improve areas of housekeeping that

impact guest retention and brand reputation.

Housekeeping Staff. This will provide them valuable feedback on how their work influences guest perceptions,

and understanding which aspects of their services, whether cleanliness, efficiency, or attention to detail, are most

important to guests can help the staff improve their performance and motivation. It also offers a benchmark for

the team to understand guest expectations and strive for higher service standards, leading to improved morale

and productivity.

Hotel Guest. Guests themselves are at the heart of this study, as their satisfaction is the primary focus. The

findings will help ensure that their expectations are met or exceeded, which in turn can enhance their overall

hotel experience. Satisfied guests are more likely to return, recommend the hotel to others, and leave positive

reviews. Ultimately, their satisfaction with housekeeping services can significantly impact their perception of

the hotel as a whole.

Hotel Investors. This will help those interested in entering the deluxe-class hotel market in Cebu or other similar

markets, can use the findings to assess the importance of high-quality housekeeping services in achieving guest

satisfaction and long-term success.

The study will inform their decisions about investments in service training, infrastructure, and resources to

ensure a competitive edge in the market.

Tourism Industry Stakeholders. The broader tourism industry in Cebu, including local tourism boards, travel

agencies, and tour operators, will benefit from the study's findings by gaining a deeper understanding of what

attracts and retains high-end clientele. The quality of housekeeping services in deluxe-class hotels is integral to

the overall destination experience, and the study can provide actionable insights to enhance the local tourism

offering.

Competitors in the Hospitality Sector. Other deluxe-class hotels or businesses in the hospitality sector in Cebu

will gain a competitive advantage by learning from the study's findings. They can assess their housekeeping

practices and service quality, about what guests expect, helping them improve their offerings to better meet

market demand and achieve higher guest satisfaction.

Department of Tourism. This study will help them understand the impact of housekeeping services on guest

satisfaction in a deluxe-class hotel in Cebu. The Department of Tourism plays a crucial role in promoting the

tourism industry, setting standards, and supporting the development of services that enhance the visitor

experience.

Researcher. This study can provide valuable insights to them, contributing to the existing body of knowledge

about guest satisfaction and service quality in the hospitality sector. This can also use the findings to teach

students about the practical aspects of housekeeping services and their importance in customer service

management. Researchers can also use the study as a foundation for further exploration of service quality,

customer expectations, and satisfaction in the luxury hotel sector.

Future Researchers. This study holds significant value for them that can serve as a foundation for further

academic exploration, such as expanding knowledge on service quality in hospitality, comparative studies across

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regions, longitudinal studies on service quality, exploration of other service dimensions, and development of

new service models

RESEARCH METHODOLOGY

This section outlined the methodology used in the study, providing a detailed explanation of the research design,

environment, respondents, instruments, procedures, data collection methods, and statistical treatment of data.

In addition, this section describes the approach and techniques used to investigate the impact of housekeeping

services on hotel guests. The study employed a quantitative research design, utilizing surveys and structured

questionnaires to collect data from guests who had experienced the hotel’s housekeeping services.

By analyzing their perceptions and experiences, the research aimed to identify key factors that influenced overall

guest satisfaction. Statistical tools were applied to ensure rigorous analysis and to enhance the reliability and

validity of the findings.

Research Design

This study adopted a quantitative, descriptive-correlational approach to measure and analyze the impact of

housekeeping services on guest satisfaction in hotel accommodations. It explored the relationship between key

aspects of housekeeping, such as cleanliness, room presentation, timeliness of service, and staff professionalism,

and their influence on guests' overall experience.

Data were collected through structured surveys administered to recent hotel guests, ensuring a systematic and

consistent process that enabled effective quantification and analysis. Statistical tools were used to identify

correlations and patterns, providing empirical insights into how specific housekeeping practices affected guest

satisfaction.

This research design ensured the reliability and validity of the findings, offering a strong foundation for

conclusions and actionable recommendations for hotel management.

The framework of this study was designed to examine the impact of housekeeping services on guest satisfaction

in hotel accommodations. The independent variables included four key components of housekeeping services:

cleanliness, room presentation, timeliness of service, and staff professionalism.

These elements were considered essential in shaping the overall guest experience and were measurable through

guest perceptions and feedback. The dependent variable was guest satisfaction, which was reflected in outcomes

such as overall contentment, likelihood of return visits, and willingness to recommend the hotel to others.

This conceptual framework posited that those improvements in the quality and consistency of housekeeping

services would lead to higher levels of guest satisfaction. It assumed a direct relationship between the identified

housekeeping factors and the emotional and behavioral responses of hotel guests.

The framework guided the study’s research design, including the development of survey instruments, data

collection methods, and statistical analysis. By identifying which aspects of housekeeping services most

significantly affected guest satisfaction, the framework supported practical recommendations for enhancing

service quality in the hotel industry.

In Figure 1, the paradigm of this study visually illustrates the interaction between the key components of the

research process: input, process, output, and feedback, regarding the impact of housekeeping services on guests

in hotel accommodations.

The input included the demographic profile of the respondents, the core elements of housekeeping services, such

as cleanliness, room presentation, timeliness of service, and staff professionalism, as well as any problems

encountered by guests during their stay. These inputs provided the foundation for understanding the guest

experience and how housekeeping services contributed to overall satisfaction.”

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Figure 1 Research Flow

Research Environment

This study was conducted in the Tri-Cities of Cebu, Cebu City, Mandaue City, and Lapu-Lapu City, which

together form the core of Metro Cebu, one of the most dynamic and rapidly developing urban regions in the

Philippines. Each of these cities contributed uniquely to the region’s development and played an important role

in both local and international tourism.

Cebu City, often referred to as the “Queen City of the South,” is recognized as the oldest city in the Philippines

and served as the economic, educational, and cultural hub of the Visayas. The city is home to numerous historical

landmarks, vibrant business districts, and a wide range of accommodations that cater to both leisure and business

travelers. The continuous growth of its tourism industry has encouraged the development of high-quality hotels,

making it a suitable location for assessing hospitality standards and guest satisfaction. It was also observed that

most of the hotels in the area were accredited by the Department of Tourism (DOT).

Adjacent to Cebu City is Mandaue City, which has long been known as an industrial and commercial center.

The city hosts several manufacturing companies, furniture exporters, and trade establishments that contribute

significantly to the region’s economy. Despite its strong industrial foundation, Mandaue has experienced

noticeable growth in its hospitality sector in recent years, particularly with the establishment of hotels that cater

to business travelers and transit guests. These hotels played an important role in supporting business tourism and

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gradually enhanced their service quality to meet the expectations of both local and international visitors. The

presence of DOT-accredited hotels in Mandaue also reflected the city’s commitment to maintaining national

standards in tourism and hospitality management.

Lapu-Lapu City, located on Mactan Island, completed the tri-city composition and stood out as a major

destination for leisure tourism. It is home to the Mactan-Cebu International Airport, the second busiest airport

in the Philippines, which connects Cebu to several domestic and international destinations. The city is well

known for its white-sand beaches, island resorts, and luxury hotels, attracting both foreign and local tourists.

The hotels included in this study in Lapu-Lapu City were all accredited by the Department of Tourism (DOT),

indicating that they met established standards in terms of service, facilities, and guest experience.

By focusing on six DOT-accredited deluxe-class hotels across these three cities, the study ensured that the data

were gathered from reputable establishments that represent the upper segment of Cebu’s hospitality industry.

Collectively, these hotels provided a comprehensive and credible setting for evaluating the impact of

housekeeping services on guests in hotel accommodations.

Hotel A is a premier 5-star hotel situated in the prestigious Nivel Hills district of Cebu City, Philippines. Perched

600 feet above sea level, the hotel offers panoramic views of the city, the Mactan Channel, and neighboring

islands, providing guests with a serene and picturesque setting. Established in 2008, this is the only hotel in Cebu

City to have received the Deluxe Class Hotel accreditation from the Philippine Department of Tourism,

underscoring its commitment to exceptional service and facilities. The hotel boasts 329 well-appointed guest

rooms and suites, each designed to provide comfort and luxury. Accommodations include Deluxe Rooms,

Premier Rooms with mountain or sea views, and the opulent Specialty Suite featuring a Jacuzzi and separate

living and dining areas. In 2022, the hotel completed a PHP 100 million renovation of its Premier category rooms

and suites, introducing modern furnishings and thoughtful amenities to enhance the guest experience. Dining

options at this hotel are diverse and cater to a range of culinary preferences. The hotel also offers an international

buffet with Asian, Western, and local cuisines. Hai Shin Lou specializes in Cantonese dishes, while El Viento

Restaurant & Pool Bar serves Mediterranean-inspired fare. BLU Bar & Grill, located on the rooftop, provides a

fine dining experience with panoramic views of the city. The hotel also features a Continental Club Lounge, a

spa, fitness center, outdoor pool, and a kids' club, ensuring a comprehensive and enjoyable stay for all guests.

Hotel B is a premier integrated resort located in the heart of Cebu City, Philippines. Established in 1998, it stands

as the flagship property of the Hotels & Casinos chain. The hotel boasts 561 well-appointed guestrooms and

suites, offering a blend of comfort and luxury to both business and leisure travelers. Its strategic location provides

convenient access to the city's commercial and business districts, making it an ideal choice for visitors seeking

both relaxation and productivity. The hotel features a diverse array of dining options, including Café Fortuna,

La Gondola, Tin Gow, UNO, and Mizu, among others. These establishments cater to a wide range of culinary

preferences, from local Filipino delicacies to international cuisines. Guests can also enjoy the 24-hour Casino

Filipino, offering various table games and slot machines for entertainment. For those seeking relaxation, the

hotel provides amenities such as the Citigym fitness center, an outdoor pool, and a spa offering massage services.

Recognized for its exceptional facilities, this hotel is a leading venue for meetings, incentives, conferences, and

exhibitions (MICE). The International Convention Center, situated within the hotel, offers over 15 function

rooms and two grand ballrooms with a combined seating capacity of up to 7,000 guests. This makes the hotel a

preferred choice for hosting large-scale events and conventions in the region. With its comprehensive services

and prime location, this hotel continues to be a landmark in Cebu's hospitality industry.

Hotel C is a premier 4-star hotel situated in Mandaue City, Cebu, Philippines. Opened on September 27, 2017,

it stands as the largest hotel in the Visayas by room capacity, featuring 668 well-appointed guestrooms across

23 floors. The hotel occupies a 69,000-square-meter lot and offers panoramic views of the city and harbor.

Managed by Bai Global Properties Group, this hotel is a member of the WorldHotels Collection, an exclusive

group of independent hotels worldwide. Designed as a contemporary chic business hotel and culinary

destination, this hotel caters to both business and leisure travelers. The hotel boasts eight world-class dining

options, including Café bai, Marble + Grain Steakhouse, Ume Japanese Cuisine, and the Twilight Roofdeck

Lounge + Bar. Guests can also enjoy the Pool Bar on the 21st floor, offering refreshing cocktails with a stunning

city view. For relaxation and wellness, the hotel provides an outdoor infinity lap pool, a fitness center, and The

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Spa at Cebu, which operates 24 hours a day. Business travelers can take advantage of serviced offices, a business

center, and the Executive Club Lounge, which offers exclusive services and amenities. With its modern

amenities, exceptional dining experiences, and strategic location, this hotel also offers a luxurious and

convenient stay for guests visiting the Cebu metropolitan area.

Hotel D is a contemporary 4-star hotel situated in Mandaue City, Cebu, Philippines. Opened in 2018, it offers a

blend of modern design and Filipino hospitality, making it a preferred choice for both business and leisure

travelers. The hotel features 204 well-appointed rooms and suites, each designed with comfort and convenience

in mind. Guests can enjoy amenities such as free Wi-Fi, flat-screen TVs, minibars, and in-room safes. The rooms

are equipped with modern furnishings and offer views of the city skyline. Dining options at this hotel include

UMA Restaurant, which serves a variety of local and international dishes in a family-friendly ambiance. The

hotel also offers a rooftop infinity pool, providing guests with panoramic views of the city. Additional amenities

include a spa, fitness center, and meeting facilities, catering to the needs of both leisure and business guests.

Located along Plaridel Street, this hotel is strategically positioned to provide easy access to major commercial

and business districts in Cebu. Its proximity to the Mactan-Cebu International Airport and key tourist attractions

makes it an ideal base for exploring the region. With its commitment to quality service and guest satisfaction,

the hotel continues to be a notable establishment in Cebu's hospitality industry.

Hotel E is a boutique hotel located in Barangay Pusok, Lapu-Lapu City, Cebu, Philippines. Situated along the

M.L. Quezon National Highway, the hotel offers convenient access to key destinations, including a 5-minute

drive to Mactan-Cebu International Airport and proximity to commercial establishments such as Gaisano Mactan

Mall and Marina Mall. The hotel features 45 well-appointed rooms, including Standard, Deluxe, Suite, and

Penthouse categories. Each room is equipped with modern amenities such as air conditioning, flat-screen TVs

with cable channels, minibars, and free Wi-Fi. Guests can enjoy a complimentary breakfast buffet at the hotel's

in-house restaurant, Rabbit Hole, which serves a variety of local and international dishes. Additional amenities

at this hotel include free airport shuttle services, a coffee shop, a spa offering Thai massage services, and a gift

shop. The hotel also provides meeting and banquet facilities, making it suitable for both business and leisure

travelers. With its strategic location, comfortable accommodations, and comprehensive facilities, this hotel offers

a convenient and pleasant stay for visitors to Mactan Island.

Hotel F is a premier hotel located in Lapu-Lapu City, Cebu, Philippines, strategically situated across from the

Mactan-Cebu International Airport. This prime location offers unparalleled convenience for travelers seeking

immediate access to the airport, making it an ideal choice for both business and leisure guests. The hotel boasts

164 well-appointed rooms and suites, each designed to provide comfort and relaxation. Guests can enjoy

amenities such as air conditioning, flat-screen TVs, minibars, and complimentary Wi-Fi. For those seeking an

elevated experience, the Ambassador Club offers exclusive privileges, including butler service, express check-

in/check-out, and access to a private lounge. Dining options at this hotel cater to diverse palates. UNO Restaurant

serves a variety of international cuisines, while Café Fortuna offers 24-hour dining with a selection of Filipino

and international dishes. The Lobby Lounge provides a relaxed ambiance for guests to enjoy beverages and light

snacks. For relaxation and entertainment, the hotel features a 24-hour casino, an outdoor pool, a fitness center,

and a spa. The casino offers a range of gaming options, including slot machines and table games, providing

guests with a vibrant nightlife experience. This hotel is also equipped with modern business facilities, including

a business center and meeting rooms, making it suitable for corporate events and conferences. The hotel's

proximity to the airport and its comprehensive amenities ensures a seamless and enjoyable stay for all guests.

Research Respondents

The respondents of this study were guests who had recently stayed at the six (6) selected hotels located in the

Tri-Cities of Cebu: Cebu City, Mandaue City, and Lapu-Lapu City. Each hotel contributed an equal number of

ten respondents, resulting in a total of sixty (60) participants for the study. This sampling approach ensured

balanced representation from each hotel, allowing for a comprehensive analysis of guest experiences and

perceptions regarding the impact of housekeeping services across different accommodations within the Tri-City

area.

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Table 1 presents the distribution of the respondents in the study. A total of sixty (60) customers were selected

through random sampling, with ten (10) respondents from each of the six (6) hotels in the Tri-Cities of Cebu.

This represented 16.66% of the total sample per hotel, amounting to 100% for all sixty (60) respondents

combined.

Table 1 Distribution of Respondents

Identified Hotel Accommodation

Distribution Size

Hotel A

16.66

Hotel B

16.66

Hotel C

16.66

Hotel D

16.66

Hotel E

16.66

Hotel F

16.66

Total

100.00

Research Instrument

The research instrument for this study was a researcher-made survey questionnaire, divided into three parts. The

first part gathered the profile of the respondents using a checklist survey format. The second part assessed the

impact of housekeeping services on guests in a hotel accommodation, utilizing a 4-point Likert scale where 4 –

High Impact (referring to aspects of housekeeping services that significantly influenced the guests' overall

satisfaction with their hotel experience), 3 – Moderate Impact (referring to aspects of housekeeping services that

had a noticeable, but not overwhelmingly strong, effect on guests’ overall satisfaction), 2 – Less Impact (referring

to aspects of housekeeping services that had a minimal effect on guests’ overall satisfaction), and 1 – No Impact

(referring to aspects of housekeeping services that had no noticeable effect on guests’ overall satisfaction). The

third part identified the problems encountered by the respondents, also using a checklist format.

To ensure the validity and reliability of the instrument, it was piloted with 20 individuals who were not part of

the actual study respondents before the main data collection. This pilot testing helped refine the questionnaire

and addressed any issues before administering the survey to the target participants.

In this study, Cronbach’s Alpha was used to measure the reliability and internal consistency of the survey

instrument in assessing the impact of housekeeping services on guest satisfaction. Cronbach’s Alpha is a

statistical coefficient that evaluates how well the items in a questionnaire measure the same underlying construct,

ensuring that the items are consistent and reliable. A Cronbach’s Alpha value of 0.70 or higher was considered

acceptable for demonstrating reliability, indicating that the survey questions were appropriately aligned with the

research objectives. The pilot study involving 20 non-respondents allowed for the calculation of this coefficient,

providing insight into the instrument’s reliability before full-scale data collection. If the Cronbach’s Alpha value

had been found to be below the acceptable threshold, adjustments would have been made to improve the

instrument’s consistency and accuracy. By using Cronbach’s Alpha, the study ensured that the data collected

were robust and trustworthy, thereby enhancing the validity of the research findings.

Research Procedure

This study followed a systematic approach to ensure the collection of reliable data and compliance with academic

requirements. Before conducting the study, a formal letter of request was addressed to the hotel managers,

seeking permission to conduct the research within their establishments. This letter was endorsed by the adviser

and recommended and approved by the dean of the graduate school, confirming that the study was part of the

fulfillment of the requirements for the graduate program. Once the letter was approved, the researcher proceeded

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with scheduling a convenient time to administer the survey questionnaire to the selected guests at each of the six

hotels.

Upon completion of data collection, the responses were manually tabulated. The data were then analyzed using

appropriate statistical treatments to ensure accuracy and reliability. The statistical analysis helped interpret the

results and provided meaningful insights into the impact of housekeeping services on guest satisfaction, as well

as the problems encountered by hotel guests. These procedures ensured that the research was conducted ethically,

systematically, and in alignment with the requirements of the graduate program.

Data Gathering

The data-gathering process for this study involved administering the researcher-made survey questionnaire to

the selected respondents from the six (6) hotels in the Tri-Cities of Cebu. Before distribution, permission was

sought from the management of each hotel to facilitate data collection. The survey was given to guests who had

recently experienced the housekeeping services in these hotels to ensure relevant and accurate responses.

Respondents were informed about the purpose of the study, and their participation was voluntary, with

assurances of confidentiality and anonymity. The questionnaires were distributed in person, depending on the

convenience of the respondents and the policies of the hotels.

After the data collection period, the completed questionnaires were gathered and checked for completeness. The

data were then coded and entered into statistical software for analysis. This systematic data-gathering approach

ensured that the information collected was reliable and valid, allowing for an effective assessment of the impact

of housekeeping services on guest satisfaction.

Treatment of Data

The collected data were systematically organized, coded, and analyzed using appropriate statistical tools.

Frequency count and percent were used to summarize, analyze, and interpret the profile of the respondents.

Weighted mean and ranking were used to summarize, analyze, and interpret the impact of housekeeping

services on guests in hotel accommodations and the problems encountered by the respondents.

Chi-square was used to determine the significance of the relationship between the profile of respondents and

the impact of housekeeping services on guests in hotel accommodations.

Analysis of Variance (ANOVA) or t-test was used to determine the significance of the differences between the

impact of housekeeping services on guests in hotel accommodations and the problems encountered by the

respondents.

Definition of Terms

This section presents the operational definitions of key terms used in the study to ensure clarity and consistency

in understanding. Defining these concepts within the context of the research, it eliminates ambiguity and

establishes a shared interpretation for both the researcher and the readers.

Impact of the Housekeeping Services on Guests of Hotel Accommodation. This term refers to the perceived

effect or influence of various housekeeping service elements, such as cleanliness, room presentation, timeliness

of service, and staff professionalism, on the overall satisfaction and experience of hotel guests during their stay.

Problems Encountered by the Respondents in the Housekeeping Services Provided by a Hotel

Accommodation. This term refers to the specific issues or challenges experienced by hotel guests related to

housekeeping services, such as delays in service, lack of cleanliness, unavailability of supplies, or unprofessional

behavior of staff, which may affect their overall satisfaction with the hotel accommodation.

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Profile of the Respondents. This term refers to the demographic information about the guests who participated

in the study, specifically their age, gender, civil status, nationality, and purpose of stay.

Proposed Action Plan. This term refers to a structured set of recommended strategies and interventions

developed based on the study’s findings. It aims to address identified issues and enhance the quality of

housekeeping services in hotel accommodations to improve guest satisfaction and overall service performance.

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter presented, analyzed, and interpreted the data gathered to determine how housekeeping services

impacted guest experiences in hotel accommodations across the Tri-Cities of Cebu, providing meaningful

insights into how cleanliness, comfort, and service quality shaped guest satisfaction in the local hospitality

industry.

Profile of the Respondents

This section presented the profile of the customer-respondents, including their age, gender, civil status,

nationality, and purpose of stay, to provide context and a deeper understanding of the varied backgrounds and

experiences that influenced their perceptions of housekeeping services in hotels across the Tri-Cities of Cebu.

Table 2 showed the results on the profile of customer-respondents, illustrating their demographic characteristics

such as age, gender, civil status, nationality, and purpose of stay, which helped contextualize their feedback on

housekeeping services in hotels across the Tri-Cities of Cebu.

Table 2 Profile of the Respondents

Respondents' Profile

Frequency

Percent

A. Age Group

55 & above yo

45-54 yo

10%

35-44 yo

18%

25-34 yo

18-24 yo

22%

B. Gender

Male

47%

Female

53%

C. Civil Status

Single

58%

Married

42%

D. Nationality

American

Japanese

10%

Korean

Filipino

80%

E. Purpose of Stay

Business Trip

12%

Leisure/Vacation

53%

Conference/Event

25%

Family Visit

10%

Total

100%

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Age

Based on the data presented in Table 1, the majority of the customer-respondents fall within the 25–34 age group,

making up 45% of the total participants. This indicates that young adults in their mid-20s to early 30s are the

most active demographic when it comes to hotel stays in the Tri-Cities of Cebu, likely due to travel for work,

leisure, or lifestyle preferences. The second highest group is the 18–24 age bracket, representing 22% of the

respondents, indicating a strong presence of younger travelers, possibly students or early-career professionals

exploring travel opportunities. On the other hand, the smallest group is those aged 55 and above, comprising

only 5% of the respondents, which may reflect lower travel frequency among older individuals or a preference

for different types of accommodations.

This finding is supported by the Hierarchy of Needs by Maslow (1943), which emphasizes that people are

motivated to fulfill basic needs, such as cleanliness, safety, and comfort, before they can fully enjoy higher-level

experiences. Housekeeping plays a key role in meeting these foundational needs, especially for younger guests

who often seek a balance between affordability and quality during their travels.

Gender

As shown in the data, female respondents slightly outnumbered their male counterparts, with 53% identifying

as female and 47% as male. This near-equal distribution indicates that both men and women actively participate

in hotel stays within the Tri-Cities of Cebu, but the slight edge in female respondents may reflect a growing

trend of women traveling more frequently, whether for leisure, business, or personal reasons. It also highlights

the importance for hotels to consider the preferences and expectations of both genders when delivering

housekeeping services that enhance overall guest satisfaction.

This insight can be supported by the Marketing Management Theory by Kotler and Keller (2016), which explains

that consumer behavior, including expectations toward service quality, can vary based on demographic factors

like gender. According to the theory, men and women may have different priorities and sensitivities when it

comes to service experiences, such as cleanliness, attention to detail, and comfort, which are all directly

influenced by housekeeping. These subtle differences allow hotels to tailor their services more effectively to

meet the unique needs of both male and female guests.

Civil Status

The data shows that a majority of the customer-respondents are single, making up 58% of the total, while 42%

are married. This indicates that more individual travelers, such as solo adventurers, young professionals, or those

traveling for work or leisure without a partner, are frequenting hotels in the Tri-Cities of Cebu. The significant

number of married respondents also highlights that couples or families are a key market segment, though slightly

smaller. These insights indicate that hotels should maintain flexible housekeeping services that can cater to both

the needs of solo guests seeking convenience and married guests who may expect added comfort or family-

friendly accommodations.

This observation can be supported by the Family Life Cycle Theory by Lancaster & Massingham (1998), which

indicates that individuals’ needs and preferences evolve depending on their life stage and family situation. Single

travelers often prioritize convenience and efficiency, while married guests or those with families may look for

comfort and additional services. These differences helps hotels tailor housekeeping and overall service to better

meet the unique expectations of each group.

Nationality

The majority of respondents, 80%, are Filipino, reflecting the strong local presence in hotel accommodations

across the Tri-Cities of Cebu. This indicates that domestic travelers make up the bulk of hotel guests, likely due

to Cebu’s appeal as a convenient and popular destination for business and leisure within the Philippines. Among

international guests, Japanese travelers represent the largest group at 10%, followed by Americans at 7%, and

Koreans at 3%. This diversity highlights the importance of hotels to maintain housekeeping standards that meet

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both local expectations and the varying preferences of foreign visitors, ensuring a comfortable and welcoming

stay for all nationalities.

This finding is supported by the Cultural Dimensions Theory by Hofstede (1980), which explains that people

from different cultural backgrounds have distinct expectations and perceptions of service quality. These cultural

differences, such as preferences for cleanliness, privacy, and personal space, help housekeeping staff provide

services that resonate well with both local Filipino guests and international travelers from countries like Japan,

the US, and Korea.

Purpose of Stay

According to the data, the majority of respondents, 53%, are staying for leisure or vacation, highlighting that

Cebu’s Tri-Cities remain a popular destination for travelers seeking relaxation and enjoyment. The second

largest group consists of those attending conferences or events, making up 25% of the respondents, which shows

that business-related gatherings also play a significant role in the local hospitality scene. On the lower end or

smallest group, only 10% of guests are visiting family, indicating that while work-related stays are important,

leisure and social purposes dominate the hotel accommodations in this area.

This pattern can be understood through the Push and Pull Theory of Tourism by Crompton (1979), which

explains that travelers are “pushed” by internal motivations, like the desire for relaxation or social connection,

and “pulled” by external factors such as events or attractions at the destination. In the Tri-Cities of Cebu, leisure

travelers are primarily motivated by the city’s appealing attractions, while conference and business visitors are

drawn by work-related opportunities, highlighting how different motivations shape the hotel guest profile and

their expectations for services like housekeeping.

Impact of the Housekeeping Services on Guests of Hotel Accommodation

This section determines how housekeeping services influence the overall experience of hotel guests, focusing

on areas such as cleanliness, comfort, and satisfaction. By understanding how guests perceive the quality and

consistency of housekeeping, we gain insight into how this often behind-the-scenes service directly shapes their

impression of the hotel, their likelihood to return, and their overall sense of value during their stay in the Tri-

Cities of Cebu.

Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Cleanliness

Cleanliness is one of the most visible and immediate indicators of quality in a hotel stay. This section determines

how the housekeeping department’s efforts in maintaining clean rooms and facilities directly impact guest

comfort, satisfaction, and trust. For many guests in the Tri-Cities of Cebu, a clean environment is not just a

preference but a basic expectation that strongly influences their overall impression of the hotel experience.

Table 3 presents the results on how guests perceive the impact of housekeeping services in terms of cleanliness,

highlighting its role in shaping their comfort, satisfaction, and overall experience during their stay in hotels

across the Tri-Cities of Cebu.

Table 3 Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of

Cleanliness

Indicators

Impac

t Level

1. Room Cleanliness (ensuring that the guest room is thoroughly cleaned, including dust-free

surfaces, fresh linens, and tidy furniture arrangement)

3.6

High

Impact

2. Bathroom Cleanliness (proper sanitation and cleanliness of bathroom fixtures, such as

clean sinks, spotless mirrors, fresh towels, and well-maintained shower/bathtub areas)

3.4

High

Impact

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3. Public Area Cleanliness (regular cleaning of shared spaces like lobbies, hallways,

elevators, and staircases, free from litter, dust, or stains)

3.4

High

Impact

4. Floor Cleanliness (clean, well-maintained flooring, including carpets or hardwood, free

from dirt, stains, or debris)

3.5

High

Impact

5. Air Quality (maintaining a fresh and pleasant air quality inside rooms and public areas,

including regular ventilation and the absence of unpleasant odors)

3.4

High

Impact

Aggregate Mean

3.5

High

Impact

Table 3 presents that housekeeping services have a high impact on guests’ perception of cleanliness in hotel

accommodations. An overall aggregate mean of 3.51 indicates that the respondents generally agree or strongly

agree that the cleanliness provided by housekeeping significantly affects their overall experience and

satisfaction.

Among the five indicators assessed, room cleanliness emerged as the highest-rated factor, receiving an aggregate

mean score of 3.65, which is interpreted as having a high impact. This means that guests place the greatest

importance on the condition of their personal space, expecting their rooms to be thoroughly cleaned with dust-

free surfaces, fresh linens, and neatly arranged furniture. The high rating reflects the importance of a clean and

comfortable room to the overall guest experience and satisfaction.

Following closely is floor cleanliness, with an average rating of 3.50, interpreted as high impact. Guests clearly

appreciate clean, well-maintained floors, whether it’s carpet, tile, or hardwood. The absence of dirt, stains, or

debris contributes not only to hygiene but also to the aesthetic appeal and perceived quality of the

accommodation.

On the other hand, bathroom cleanliness, while still rated with a high impact at 3.43, received the lowest mean

score among the indicators. Despite being last on the list, the score still reflects a strong expectation for sanitary

and spotless bathrooms, including clean sinks, fresh towels, and well-maintained fixtures. This slightly lower

score might suggest that while bathrooms are important, guests are possibly more forgiving here than in areas

like their rooms or the overall floor condition, or it may point to more room for improvement in this aspect.

A useful theory that supports the results of this study is the SERVQUAL Model by Parasuraman, Zeithaml, and

Berry (1988). This model looks at how customers judge the quality of a service by comparing what they expected

with what they actually experienced. One of the main parts of this model is called “tangibles,” which refers to

the physical aspects of the service, like the cleanliness of rooms, bathrooms, hallways, furniture, and even the

condition of things like linens and floors. In this study, guests rated cleanliness very highly, especially when it

came to their rooms and the floors. This connects directly with the SERVQUAL model, which says that when

these physical details are clean, well-maintained, and meet guests’ expectations, people tend to feel more

satisfied with their overall stay. In short, how clean and well-kept a hotel looks and feels really matters, and this

theory helps show why that’s the case.

Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Room Presentation

When guests walk into a hotel room, their first impression often comes down to how the room looks and feels.

From neatly made beds and fresh-smelling linens to well-arranged furniture and spotless surfaces, the

presentation of the room sets the tone for the entire stay. Housekeeping plays a key role in making sure every

detail is in place, creating a clean, comfortable, and welcoming environment. This section looks into how much

the overall presentation of the room, thanks to housekeeping efforts, affects guest satisfaction and their

perception of the hotel experience.

Table 4 presents how guests perceive the impact of housekeeping services when it comes to the overall

presentation of their hotel rooms. Room presentation goes beyond basic cleanliness; it includes how well the

room is arranged, the neatness of furnishings, the freshness of linens, and the attention to small details that make

a space feel inviting and comfortable. Guests often form quick judgments based on how a room looks the moment

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they walk in, and these first impressions can significantly shape their entire hotel experience. This part of the

study determines just how much the quality of room presentation, made possible by effective housekeeping,

matters to guests during their stay.

Table 4 Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Room

Presentation

Indicators

Mean

Impact Level

1. Neatness and Organization (the room should be well-arranged, with

furniture placed neatly and free from clutter, creating a clean, organized

environment)

3.60

High Impact

2. Bedding Presentation (fresh, wrinkle-free linens, properly made beds

with decorative pillows, and a neatly arranged duvet or blanket to

enhance the visual appeal and comfort)

3.53

High Impact

3. Room Lighting (proper lighting with well-maintained lamps and

ambient light to create a welcoming atmosphere, including adjustable

lights for different settings)

3.32

High Impact

4. Décor and Aesthetics (elegant and well-coordinated décor, such as

tasteful artwork, high-quality furniture, and stylish accents, reflecting

the hotel’s upscale atmosphere)

3.27

High Impact

5. Amenities Presentation (well-arranged, high-quality amenities like

toiletries, towels, and minibar items, all neatly placed and easily

accessible for guests)

3.33

High Impact

Aggregate Mean

3.41

High Impact

Table 4 shows that guests consider room presentation to have a high impact on their overall hotel experience,

with an aggregate mean score of 3.41. This result highlights the importance of how a room is visually and

physically prepared for guests, covering aspects like the neat arrangement of furniture, fresh linens, proper

lighting, and the general orderliness of the space. Although the score isn't the highest among all cleanliness-

related indicators, it still reflects that guests truly value a well-presented room. It indicates that the effort

housekeeping puts into making a room look inviting and comfortable plays a key role in how guests perceive

the quality of their stay. A well-presented room doesn’t just look good; it creates a sense of care, professionalism,

and attention to detail that enhances the guest’s overall satisfaction.

Among the five indicators assessed, neatness and organization received the highest mean score of 3.60,

interpreted as high impact, indicating that guests place great value on walking into a room that feels clean,

uncluttered, and well put together. A tidy room, with furniture properly arranged and no visible mess, creates an

immediate impression of order, cleanliness, and comfort. This result shows that the overall arrangement and

cleanliness of the space strongly shape a guest’s first impression and overall satisfaction.

Coming in as the second-highest is bedding presentation, with a mean of 3.53, which is still interpreted as high

impact. Guests clearly notice and appreciate beds that are made with care, featuring fresh, wrinkle-free linens,

neatly folded duvets, and decorative pillows. Since the bed is often the focal point of a hotel room, how it is

presented has a direct impact on both the visual appeal and perceived cleanliness of the space.

On the other hand, the lowest-rated indicator is décor and aesthetics, which received a mean score of 3.27, which

is also interpreted as high impact. While still considered to have a high impact, this means that guests may be

slightly less concerned with the artistic or stylistic elements of the room compared to its neatness and

functionality. This may be because aesthetics are more subjective and can vary based on personal taste, whereas

cleanliness and organization are universally expected.

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A theory that supports the findings of this study is the Servicescape Theory by Bitner (1992), which explains

how the physical surroundings of a service environment, like a hotel room, can influence how customers feel

and respond. According to this theory, things like room layout, cleanliness, lighting, décor, and even how

amenities are arranged all contribute to a guest’s overall impression. In this study, guests rated neatness, bedding

presentation, and lighting as highly impactful, showing that a well-organized and visually pleasing room makes

them feel more comfortable and satisfied. This theory highlights that people don’t just judge a service based on

what’s offered, but also on how and where it’s presented. The result clearly plays a big role in shaping the guest

experience.

Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Timeliness of the

Service

When staying in a hotel, guests not only expect clean and comfortable rooms but also value how quickly and

efficiently those services are delivered. Whether it's responding to a request for fresh towels, cleaning the room

while the guest is away, or addressing concerns promptly, the speed and punctuality of housekeeping services

can greatly influence a guest's overall experience. This section determines how the timeliness of housekeeping,

doing the right task at the right time, affects guest satisfaction and shapes their impression of the hotel's quality

and professionalism.

Table 5 shows the results where the guests place great importance on the timeliness of housekeeping services,

highlighting that prompt and efficient service plays a crucial role in their overall satisfaction. Guests appreciate

when their rooms are cleaned on schedule and when requests, like fresh towels or additional amenities, are

handled quickly, as it shows respect for their time and enhances their comfort. This indicates that housekeeping

isn’t just about cleanliness but also about delivering services at the right time, which helps guests feel valued

and cared for. Timely service creates a smoother, more enjoyable stay, reinforcing the hotel’s professionalism

and commitment to excellent guest experiences.

Table 5 Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Timeliness

of the Service

Indicators

Mean

Impact Level

1. Prompt Room Cleaning (housekeeping services should clean the room at

the scheduled time or within a reasonable timeframe after guest check-in or

upon request, ensuring cleanliness without delays)

3.62

High Impact

2. Efficient Check-In and Check-Out (the check-in and check-out process

should be quick, with minimal waiting time for guests, ensuring that front

desk staff are well-prepared and organized)

3.48

High Impact

3. Quick Response to Requests (requests such as extra towels, toiletries, or

room service orders should be fulfilled promptly, typically within 15–30

minutes, depending on the request)

3.48

High Impact

4. Timely Maintenance Services (any maintenance issues, like broken fixtures

or malfunctioning equipment, should be addressed promptly, with

maintenance staff attending to issues as quickly as possible)

3.38

High Impact

5. Speedy Food and Beverage Service (room service and restaurant orders

should be delivered within the expected time frame, ensuring guests don't

have to wait long for meals or beverages)

3.37

High Impact

Aggregate Mean

3.47

High Impact

In Table 5, the overall aggregate mean of 3.47 indicates that housekeeping timeliness has a high impact on

guests’ satisfaction during their hotel stay. This shows that guests greatly value not only the quality of cleaning

but also how promptly and reliably these services are delivered. Whether it’s having their rooms cleaned at the

expected times or quickly receiving requested items, timely housekeeping makes guests feel respected and well

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cared for. It enhances their comfort by minimizing any inconvenience and contributes to a smoother, more

pleasant stay. The results emphasize that being on time is just as important as doing the job well when it comes

to housekeeping services in hotels. Among the indicators measuring the timeliness of housekeeping services,

prompt room cleaning received the highest rating with a mean score of 3.62, which is interpreted as high impact,

showing that guests highly value having their rooms cleaned on time or shortly after check-in or upon request.

This reflects how important it is for guests to walk into a clean room without unnecessary delays, setting a

positive tone for their stay. The second-highest indicators, tied at 3.48, which are interpreted as high impact, are

efficient check-in and check-out, and quick response to requests. These results indicate that guests also place

great importance on smooth and speedy front desk procedures as well as rapid fulfillment of requests like extra

towels or toiletries. Timely service in these areas makes guests feel respected and well cared for, reducing

frustration and enhancing convenience.

On the lower end, though still rated as high impact, speedy food and beverage service received the lowest score

of 3.37. While guests expect timely delivery of meals and drinks, this slightly lower rating may indicate that

some guests are more forgiving of minor delays in food service compared to delays in room cleaning or

responding to immediate needs. The findings highlight that while all aspects of timeliness are important, guests

especially prioritize clean rooms and quick responses as key to a satisfying hotel experience. A theory that

supports the result of this study is the Expectancy-Disconfirmation Theory by Oliver (1980). This theory

highlights that customer satisfaction depends on whether their expectations are met, exceeded, or not met by the

actual service experience. When guests receive housekeeping services promptly, such as timely room cleaning

or quick responses to requests, they experience positive disconfirmation, which boosts their satisfaction. On the

other hand, delays or slow service create negative disconfirmation, leading to disappointment. This theory helps

explain why guests in the study rated promptness and efficiency as highly important factors in their overall hotel

experience.

Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Staff

Professionalism

When guests stay at a hotel, the professionalism of the housekeeping staff plays a big role in shaping their overall

experience. It’s not just about cleaning; it’s about how staff interact with guests, handle requests, and present

themselves through their attitude, appearance, and work ethic. Professional and courteous housekeeping staff

make guests feel respected and cared for, which builds trust and confidence in the hotel’s quality. This section

determines how the professionalism of housekeeping personnel impacts guest satisfaction and influences their

perception of the hotel. Table 6 reveals that guests consider the professionalism of housekeeping staff to have a

significant impact on their overall hotel experience. This includes factors like how courteous and respectful the

staff are, their appearance and grooming, as well as their ability to efficiently and discreetly handle guest

requests. High scores in these areas means that guests value not just the cleanliness of their rooms, but also the

behavior and attitude of the people providing the service. Professional housekeeping staff help create a

welcoming atmosphere and foster trust, which enhances guests’ satisfaction and encourages positive impressions

of the hotel.

Table 6 Impact of the Housekeeping Services on Guests of Hotel Accommodation in Terms of Staff

Professionalism

Indicators

Impac

Level

1. Courtesy and Respect (staff should interact with guests in a polite, friendly, and respectful

manner, maintaining a professional demeanor at all times)

High

Impac

2. Knowledge and Competence (hotel staff should demonstrate a thorough understanding of

hotel services, amenities, and local attractions and provide accurate information to guests

when needed)

High

Impac

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3. Appearance and Grooming (staff should maintain a neat, clean, and professional

appearance, adhering to the hotel's uniform and grooming standards)

High

Impac

4. Efficient Communication (staff should communicate clearly and effectively, both verbally

and non-verbally, to ensure that guests' needs are met promptly and accurately)

High

Impac

5. Problem-Solving Ability (professional staff should handle guest complaints or issues

efficiently, offering solutions quickly while maintaining a calm and respectful attitude)

High

Impac

Aggregate Mean

High

Impac

Table 6 shows that the professionalism of housekeeping staff has a high impact on guests’ satisfaction, with an

aggregate mean score of 3.49. This indicates that guests highly value not only the quality of cleaning but also

the way housekeeping staff conduct themselves, through their courteous behavior, neat appearance, and

respectful interactions. Professionalism in housekeeping helps create a positive and comfortable environment,

making guests feel well cared for and respected during their stay. The results highlight that staff professionalism

is a key factor in shaping a memorable and satisfying hotel experience.

Among the various aspects of housekeeping staff professionalism, courtesy and respect stand out as the most

important to guests, with the highest mean score of 3.67, which is interpreted as high impact. This shows that

guests greatly appreciate when staff interact politely and warmly, treating them with kindness and maintaining

a professional attitude throughout their stay. Being courteous helps create a welcoming and comfortable

environment, which significantly enhances guest satisfaction.

The second-highest indicator, knowledge and competence at 3.55, which is interpreted as high impact, highlights

that those guests also value staff who are well-informed about hotel services and local attractions. This ability

to provide helpful and accurate information adds to guests’ confidence and improves their overall experience.

On the other hand, problem-solving ability received the lowest score at 3.37, though still rated as a high impact.

This indicates that while guests expect housekeeping staff to handle complaints and issues efficiently, this area

might be less visible or less frequently encountered by guests compared to everyday courteous interactions and

staff knowledge.

The study is supported by the SERVQUAL Model by Parasuraman, Zeithaml, & Berry (1988) highlights service

quality through five key dimensions, including responsiveness, assurance, and empathy, which closely relate to

staff professionalism. According to this theory, courteous, knowledgeable, and well-groomed staff who

communicate effectively and solve problems promptly help build trust and confidence in the service provider.

When housekeeping staff demonstrate professionalism, they enhance these dimensions, leading to higher guest

satisfaction and loyalty. This theory supports the idea that how staff behave and interact with guests is just as

important as the technical quality of the service they provide.

Summary of the Impact of the Housekeeping Services on Guests of Hotel Accommodation

Housekeeping services play a vital role in shaping the overall experience of hotel guests. More than just cleaning,

these services influence how guests feel during their stay, from the moment they walk into their room to the way

their needs are met throughout.

This summary brings together the key findings from different aspects of housekeeping, including cleanliness,

room presentation, timeliness, and staff professionalism, to show how each contributes to guest satisfaction. The

results highlight that well-executed housekeeping doesn't just maintain standards, it creates comfort, trust, and a

positive impression that can define the guest’s entire stay.

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Table 7 shows the summary of the overall impact of housekeeping services on guests of hotel accommodation.

It brings together key areas such as cleanliness, room presentation, timeliness of service, and staff

professionalism. This summary highlights how each of these aspects contributes to the overall guest experience,

reinforcing the idea that effective housekeeping goes beyond routine cleaning. It plays a crucial role in ensuring

guest comfort, satisfaction, and a positive impression of the hotel.

Table 7 Summary of the Impact of the Housekeeping Services on Guests of Hotel Accommodation

Variables

Mean

Interpretation

1. Cleanliness

3.51

High Impact

2. Room Presentation

3.41

High Impact

3. Timeliness of the Service

3.47

High Impact

4. Staff Professionalism

3.49

High Impact

Grand Mean

3.47

High Impact

Table 7 shows the summary of the overall impact of housekeeping services on guests of hotel accommodation.

With a grand mean of 3.47, the data reflects a high impact, emphasizing that housekeeping plays a crucial role

in shaping the overall guest experience. From maintaining cleanliness and organizing rooms to providing timely

service and demonstrating professionalism, every aspect of housekeeping contributes meaningfully to guest

satisfaction. This result reinforces the idea that guests pay close attention not only to how clean their environment

is, but also to how well housekeeping services are delivered, with care, consistency, and respect.

Among the four key aspects of housekeeping services, cleanliness received the highest mean score of 3.51,

which is interpreted as high impact, showing that it remains the top priority for guests. A clean environment is

the most noticeable and expected part of any hotel stay, and when done well, it sets the foundation for a positive

experience.

The second-highest score, 3.49, which is also interpreted as high impact, was given to staff professionalism,

highlighting how much guests value respectful, courteous, and well-trained housekeeping staff. Professional

behavior builds trust and leaves a strong impression, especially when paired with efficient service.

On the other hand, room presentation received the lowest score of 3.41, though still within the high impact range.

This indicates that while guests appreciate neat and well-arranged rooms, they place slightly more importance

on the overall cleanliness and the way services are delivered by staff. The results emphasize that guests care not

only about what is done, but how it’s done, and by whom.

The finding is supported by the Two-Factor Theory by Herzberg (1959) explains how certain factors in the

workplace lead to satisfaction, while others prevent dissatisfaction. These are divided into two categories:

motivators (which enhance satisfaction) and hygiene factors (which prevent dissatisfaction). In the context of

hotel accommodation, aspects such as cleanliness, room presentation, and staff professionalism function as

hygiene factors. Guests expect these to be present and properly maintained; when they are, the guest experience

feels complete and professional. However, if they are lacking, such as a dirty room or unprofessional staff, guests

quickly become dissatisfied. On the other hand, timeliness of service can act as a motivator, especially when

services exceed expectations or are delivered exceptionally fast. This theory supports the findings of the study,

showing that effective housekeeping not only meets basic guest expectations but also contributes to overall

satisfaction when executed well.

Problems Encountered by the Respondents in the Housekeeping Services Provided by a Hotel

Accommodation

While housekeeping services play a vital role in ensuring guest satisfaction, it is also important to recognize the

challenges or issues guests may encounter during their stay. This section identifies the common problems

experienced by respondents related to the housekeeping services provided by hotel accommodations. Identifying

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these concerns helps highlight areas that may need improvement, such as delayed service, inconsistency in room

cleanliness, lack of attention to detail, or unprofessional staff behavior. Understanding these issues provides

valuable insights for hotel management to enhance service quality and meet guest expectations more effectively.

Table 8 presents the results of the common problems encountered by respondents regarding the housekeeping

services provided by hotel accommodations. The data highlights specific areas where guests experienced issues,

which may include delayed cleaning, incomplete room preparation, unavailability of requested items, or

unprofessional behavior from staff. These findings point to service gaps that, while possibly minor on their own,

can significantly affect a guest’s overall impression of their stay. By identifying these recurring concerns, hotel

management can take meaningful steps to improve service consistency, responsiveness, and staff training,

ultimately enhancing guest satisfaction and loyalty.

Table 8 Problems Encountered by the Respondents in the Housekeeping Services Provided by a Hotel

Accommodation

Problems Encountered by the Respondents during their stay

in the Hotel

Count

Rank Average

1. Inconsistent room cleaning

2. Late room cleaning

3. Poor Quality of Linens

4. Dirty or Unkempt Bathrooms

5. Insufficient toiletries

6. Unpleasant odors

7. Failure to replace used items

8. Lack of Attention to detail

9. Housekeeping Staff Intrusions

10.Improper handling of Special Requests

Total

121

The results from Table 8 reveal the most common problems guests experienced with housekeeping services

during their hotel stay. Tied at the top spot with a rank average of 1.5, the two most frequently reported issues

were inconsistent room cleaning and improper handling of special requests. This indicates that guests were

frustrated by a lack of consistency in the quality or frequency of room cleaning, as well as the hotel’s inability

to properly fulfill or manage guest-specific needs, both of which can strongly affect a guest’s overall impression

and comfort.

Several other issues shared the same rank of 5, including late room cleaning, poor quality of linens, dirty or

unkempt bathrooms, insufficient toiletries, and unpleasant odors. Although these were reported with equal

frequency, they each point to important service gaps. Late room cleaning may disrupt a guest’s routine or rest

time, while low-quality linens and dirty bathrooms directly impact comfort and hygiene. Meanwhile, a lack of

toiletries and unpleasant odors reflects a lack of attention to basic housekeeping standards.

These top concerns indicate that guests expect not just cleanliness, but consistency, responsiveness, and attention

to small yet important details. Addressing these common pain points can help hotels significantly improve the

quality of their housekeeping services and the overall guest experience.

The finding is supported by the Service Failure and Recovery Theory by Tax, Brown & Chandrashekaran (1998),

which explains how service failures, such as inconsistent cleaning, delays, or unmet special requests, can

negatively impact customer satisfaction and loyalty. Importantly, it highlights that the way a business responds

to these failures (service recovery) plays a critical role in restoring trust and satisfaction. In the context of

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housekeeping, recognizing common problems like late cleaning or poor linen quality allows hotel management

to develop effective recovery strategies, such as prompt apologies, quick rectification, or compensation. Properly

addressing these issues not only helps repair guest relationships but can even strengthen loyalty when handled

well.

Significant Relationship Between the Profile of the Respondents and the Impact of the Housekeeping

Services on Guests of the Hotel Accommodation

Understanding how different guest profiles relate to their perception of housekeeping services is important for

tailoring hotel experiences. This section determines whether factors like age, gender, length of stay, or travel

purpose influence how guests perceive the impact of housekeeping on their overall satisfaction. By examining

these relationships, hotels can better identify the unique needs and expectations of various guest groups and

enhance service delivery accordingly.

Table 9 presents the results of the analysis exploring the significant relationships between the respondents’

profiles and their perceptions of the impact of housekeeping services on their hotel experience. This data helps

us understand whether certain demographic factors or stay characteristics influence how guests value different

aspects of housekeeping. Identifying these significant relationships can guide hotels in customizing their services

to better meet the expectations of diverse guest groups, ultimately improving overall satisfaction.

Table 9 Significant Relationship Between the Profile of the Respondents and the Impact of the

Housekeeping Services on Guests of the Hotel Accommodation

A. Housekeeping Services

Impact vs. Age Groups

Chi-

Square

Value

p-Value

Decision

Interpretation

a. Cleanliness

7.833

0.098

Fail to reject Ho

None Significance

b. Room Presentation

6.855

0.552

Fail to reject Ho

None Significance

c. Timeliness of Service

2.770

0.597

Fail to reject Ho

None Significance

d. Staff Professionalism

5.667

0.225

Fail to reject Ho

None Significance

B. Housekeeping Services

Impact vs. Gender

a. Cleanliness

0.357

0.550

Fail to reject Ho

None Significance

b. Room Presentation

0.080

0.055

Reject Ho

Significance

c. Timeliness of Service

1.837

0.175

Fail to reject Ho

None Significance

d. Staff Professionalism

2.308

0.129

Fail to reject Ho

None Significance

C. Housekeeping Services

Impact vs. Civil Status

a. Cleanliness

0.023

0.880

Fail to reject Ho

None Significance

b. Room Presentation

2.008

0.336

Fail to reject Ho

None Significance

c. Timeliness of Service

0.735

0.391

Fail to reject Ho

None Significance

d. Staff Professionalism

1.526

0.217

Fail to reject Ho

None Significance

D. Housekeeping Services

Impact vs. Nationality

a. Cleanliness

0.897

0.826

Fail to reject Ho

None Significance

b. Room Presentation

0.820

0.992

Fail to reject Ho

None Significance

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c. Timeliness of Service

0.445

0.931

Fail to reject Ho

None Significance

d. Staff Professionalism

1.434

0.698

Fail to reject Ho

None Significance

E. Housekeeping Services

Impact vs. Purpose of Stay

a. Cleanliness

4.343

0.227

Fail to reject Ho

None Significance

b. Room Presentation

10.041

0.123

Fail to reject Ho

None Significance

c. Timeliness of Service

1.849

0.604

Fail to reject Ho

None Significance

d. Staff Professionalism

2.000

0.572

Fail to reject Ho

None Significance

*significant @ = 0.05 level

Table 9 shows the results of the Chi-square test of association, which revealed that there were no statistically

significant differences in how guests of different age groups perceived the impact of housekeeping services. All

p-values for the various housekeeping dimensions were above the 0.05 threshold, indicating a consistent

perception across ages. For example, cleanliness showed the highest level of association with age (χ² = 7.833, df

= 4, p = 0.098), but this was still not statistically significant. Likewise, room presentation (p = 0.552), timeliness

of service (p = 0.597), and staff professionalism (p = 0.225) all demonstrated no significant relationship with

age. These findings indicate that regardless of their age, guests tend to have similar expectations and views about

the quality and importance of housekeeping services during their hotel stay.

In terms of the relationship between respondents’ gender and their perceived impact of various housekeeping

service dimensions, the analysis revealed an interesting pattern. Among the four areas studied, only room

presentation showed a statistically significant association with gender (χ² = 0.080, df = 2, p = 0.055), leading to

the rejection of the null hypothesis. Although the p-value was slightly above the conventional 0.05 threshold,

this finding suggests a meaningful difference: male respondents tended to rate room presentation more highly

than female respondents. This may indicate that men place greater emphasis on the visual appeal and

arrangement of the room when evaluating their hotel experience, whereas women may focus more on other

aspects of service quality.

For the other dimensions, cleanliness (p = 0.550), timeliness of service (p = 0.175), and staff professionalism (p

= 0.129), no significant differences were observed. This indicates that perceptions of these key housekeeping

services were generally consistent across genders, suggesting that both male and female guests value the core

elements of cleanliness, efficiency, and staff conduct similarly. Overall, these results highlight that while gender

may slightly influence preferences for room presentation, the fundamental expectations of housekeeping quality

appear to be shared broadly among all guests.

There were no significant differences in how respondents’ civil status influenced their perceptions of

housekeeping services, as all p-values were above the 0.05 significance level. Specifically, cleanliness (p =

0.880), room presentation (p = 0.336), timeliness of service (p = 0.391), and staff professionalism (p = 0.217)

all demonstrated no statistically significant association with whether respondents were single or married. These

findings indicate that a guest’s civil status does not affect their views on the quality or impact of housekeeping

services during their hotel stay.

In terms of the respondents’ civil status did not significantly influence their perceptions of housekeeping services,

as all p-values exceeded the 0.05 significance level. Specifically, cleanliness (p = 0.880), room presentation (p

= 0.336), timeliness of service (p = 0.391), and staff professionalism (p = 0.217) showed no statistically

significant association with whether respondents were single or married. These results indicate that guests’ views

on the quality and impact of housekeeping services remain consistent regardless of their civil status.

In terms of the purpose of stay did not have a significant effect on guests’ perceptions of housekeeping service

quality. All dimensions, cleanliness (p = 0.227), room presentation (p = 0.123), timeliness of service (p = 0.604),

and staff professionalism (p = 0.572)—yielded p-values above the 0.05 threshold, leading to the retention of the

null hypothesis. This indicates that whether guests were staying for leisure, business, events, or family visits,

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their evaluations of housekeeping services remained consistently positive and unaffected by their reason for

travel.

The overall analysis reveals that demographic factors such as age, civil status, and purpose of stay do not

significantly influence guests’ perceptions of housekeeping service quality. The only slight variation observed

was in room presentation based on gender, highlighting that guest expectations for cleanliness, timeliness, and

professionalism remain consistently high across different groups. This consistency highlights the universal

importance of quality housekeeping in shaping a positive hotel experience.

This finding is supported by the Expectation Confirmation Theory by Oliver (1980), which posits that customer

satisfaction is largely influenced by the confirmation or disconfirmation of their pre-existing expectations.

Regardless of demographic differences, guests tend to have similar baseline expectations regarding

housekeeping standards. When these expectations are met or exceeded, satisfaction is achieved consistently

across diverse guest profiles, explaining the uniform perception of housekeeping services observed in this study.

SUMMARY, FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

This chapter presents a summary of the study, highlights the key findings from the data analysis, draws

conclusions based on the results, and offers recommendations to enhance the quality of housekeeping services

in hotel accommodations. The focus is on how various aspects of housekeeping, such as cleanliness, room

presentation, timeliness of service, and staff professionalism, impact guest satisfaction. Additionally, it examines

whether guests' demographic profiles influence their perceptions of these services, specifically within selected

hotels in the Tri-Cities in Cebu, Philippines.

Summary

This study aimed to determine the impact of housekeeping services on guests in hotel accommodations, tri-cities

in Cebu, Philippines. The findings of the study served as the basis for a proposed action plan.

Specifically, this study sought to answer the following questions:

What is the profile of the respondents in terms of:

• age;

• gender;

• civil status;

• nationality; and

• purpose of stay?

What is the impact of the housekeeping services on guests of hotel accommodation in terms of:

• cleanliness;

• room presentation;

• timeliness of the service; and

• staff professionalism?

What are the problems encountered by the respondents in the housekeeping services provided by a hotel

accommodation?

Is there a significant relationship between the profile of the respondents and the impact of the

housekeeping services on guests of the hotel accommodation?

Based on the findings of the study, what action plan may be proposed?

Housekeeping services play a vital role in shaping the overall guest experience in hotel accommodations within

the Tri-Cities of Cebu. Guests consistently rated cleanliness, room presentation, timeliness, and staff

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professionalism as having a high impact on their satisfaction, regardless of their age, gender, civil status,

nationality, or purpose of stay.

While most aspects of service were positively received, some recurring issues, such as inconsistent room

cleaning and delayed service, were also identified. These results highlight the importance of maintaining

consistent service quality and addressing guest concerns promptly.

The study reinforces that effective housekeeping is not just about cleaning rooms, but about creating a

welcoming, comfortable, and professional environment that meets or exceeds guest expectations. These insights

serve as a foundation for a practical action plan to help hotels further improve their housekeeping operations and

guest relations.

Findings

These findings provide insight into the current state of the housekeeping departments in selected hotels in the

Tri-Cities of Cebu, highlighting both their strengths and areas that need improvement, particularly in aspects

such as staff recognition and addressing operational challenges. Based on the results of the study, the following

key findings were drawn:

1 The majority of the respondents were between 25-34 years old, female, single, Filipino, with leisure or

vacation being the most common purpose of their stay in the hotel.

2 The impact of the housekeeping services on guests of hotel accommodation in terms of cleanliness, room

presentation, timeliness of the service, and staff professionalism was High Impact.

3 The top five (5) highest-ranked problems encountered by the respondents in the housekeeping services

provided by a hotel accommodation were both inconsistent room cleaning and improper handling of special

requests, followed by late room cleaning, poor quality of liners, dirty or uncleaned bathrooms, insufficient

toiletries, and unpleasant odors, followed by failure to replace used items, and last one is housekeeping staff

intrusions.

4 There are no significant differences between the profiles of the respondents in terms of age, civil status, and

purpose of stay, and the impact of housekeeping services on guests of hotel accommodation in terms of

cleanliness, room presentation, timeliness of service, and staff professionalism.

5 There is a significant difference between the profiles of the respondents in terms of gender and the impact of

housekeeping services on guests of hotel accommodation in terms of room presentation.

Conclusions

In conclusion, this study highlights the important role that housekeeping services play in shaping guest

satisfaction in hotel accommodations within the Tri-Cities of Cebu. Guests generally perceive these services,

particularly cleanliness, room presentation, timeliness, and staff professionalism, as having a high impact on

their overall hotel experience. While most guests expressed satisfaction, a few recurring issues, like inconsistent

cleaning and delayed responses, were identified.

Interestingly, demographic factors such as age, gender, and purpose of stay showed little to no influence on how

guests evaluated these services. These insights highlight that guests, regardless of background, share similar

expectations for quality housekeeping, making it a core element of guest satisfaction.

The findings serve as a valuable guide for hotel managers to strengthen service delivery and implement practical

improvements that truly matter to their guests.

Recommendations

Based on the findings of this study, the following recommendations are suggested to help hotels improve their

housekeeping services to address service gaps, staff training, and recognize employee contributions.

Strengthening these areas can lead to more efficient operations, higher staff satisfaction, and an overall better

experience for guests.

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1. The researcher recommends adopting the proposed action plan.

2. The researcher recommends that the following further studies can be done:

3. The Effect of Housekeeping Staff Training Programs on Guest Satisfaction.

4. A Comparative Study of In-house versus Outsourced Housekeeping Services.

5. Guest Satisfaction in Relation to Eco-Friendly Housekeeping Practices.

6. The Relationship Between Housekeeping Staff Work Conditions and Service.

7. Digital Solution in Housekeeping Management and Its Impact on Operational Efficiency.

Proposed Action Plan

Rationale

Room presentation significantly influences guests' overall satisfaction, as it directly affects their first impression

of the accommodation. Although the study showed that room presentation has a high impact on guests, it was

still rated the lowest among the key housekeeping service areas. This highlights the need for focused efforts to

enhance how rooms are arranged and visually presented.

Improving room presentation by standardizing layouts, providing targeted staff training, and upgrading décor

will create a more inviting atmosphere, making guests feel comfortable and valued. These improvements not

only boost guest satisfaction but also enhance the hotel’s image and competitiveness.

Objective

The objective of this action plan is to improve the consistency, quality, and aesthetic appeal of room presentation

across the hotel. This will be accomplished by implementing standardized room setup procedures, conducting

regular staff training, performing consistent quality checks, and upgrading room décor and amenities.

Through these efforts, the hotel aims to create a welcoming and visually pleasing environment that enhances

guest comfort and satisfaction.

Key Area

Activity

Responsible

Timeline

Expected Outcome

Standardization

of Room

Layout

Develop and implement a

consistent room setup

guide (furniture, linen,

décor, etc.)

• Executive

Housekeeper

• Hotel

Manager

1 month

More visually

appealing and

consistently presented

rooms

Housekeeping

Staff Training

Conduct refresher training

on bed-making, linen

presentation, and room

arrangement

• Training

Officer

• Housekeeping

Supervisor

Monthly

(initial, then

quarterly)

Improved attention to

visual detail and room

aesthetics

Quality Checks

& Room

Audits

Implement daily room

checks using a room

presentation checklist

• Housekeeping

Supervisor

Ongoing

Higher standards and

consistency in room

appearance

Improvement

Area

Action Details

Responsible Staff

Time Frame

Expected Result

Upgrade Room

Décor &

Amenities

Replace worn-out

decorative items (pillows,

curtains, artwork) and

Hotel Manager;

Purchasing

Officer

2–3 months

Enhanced room

atmosphere and guest

impression

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standardize amenity

arrangement

Feedback

Integration

Collect guest feedback

specifically about room

presentation (e.g., post-

check-in surveys)

Front Desk;

Guest Relations

Continuous

Real-time

identification of room

presentation issues

and trends

REFERENCES

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24. Lee, J., & Choi, Y. (2011). A study of the relationship between service quality, customer satisfaction and

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APPENDICES

Appendix A

Removed

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Appendix B

RESEARCH SURVEY INSTRUMENT

IMPACT OF THE HOUSEKEEPING SERVICES TO GUESTS IN A HOTEL

ACCOMMODATION, TRI-CITIES IN CEBU, PHILIPPINES

Part I : Profile of the Respondents

INSTRUCTION: Kindly check (/) the following information in the space provided below which

corresponds to your description.

1. Age 55 years old and above ____________

45 – 54 ____________

35 – 44 ____________

25 – 34 ____________

18 – 24 ____________

2. Gender Male ____________

Female ____________

Prefer not to Say ____________

3. Civil Status Single ____________

Married ____________

Divorced/Annulled ____________

4. Nationality American ____________

Japanese ____________

Korean ____________

German ____________

Filipino ____________

Others, please specify ____________

5. Purpose of Stay Business Trip ____________

Leisure/Vacation ____________

Conferences/Events ____________

Medical Treatment ____________

Family Visit ____________

Others, please specify ____________

Part II. Impact of Housekeeping Services to Guests in Hotel Accommodation

INSTRUCTION: Kindly rate the following indicator on the impact of the housekeeping services on guest

satisfaction in a deluxe class hotel accommodation in by putting a check (√) mark in the box as indicated

below, according to the rating scale and categorical responses provided.

Legend :

RATING

SCALE

DESCRIPTION

High Impact (HI)

Refers to aspects of the housekeeping services

that significantly influence the guests' overall

satisfaction with their hotel experience.

Moderate Impact (MI)

Refers to aspects of the housekeeping services

that have a noticeable, but not overwhelmingly

strong, effect on the guests' overall satisfaction.

Less Impact (LI)

Refers to aspects of the housekeeping services

that have a minimal effect on the guests' overall

satisfaction.

No Impact (NI)

Signifies no impact (refers to aspects of the

housekeeping services that have no noticeable

effect on the guests' overall satisfaction

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A. CLEANLINESS

INDICATOR

(HI)

(MI)

(LI)

(NI)

1. Room Cleanliness. (Ensuring that the guest room is

thoroughly cleaned, including dust-free surfaces,

fresh linens, and tidy furniture arrangement.)

2. Bathroom Cleanliness. (Proper sanitation and

cleanliness of bathroom fixtures, such as clean

sinks, spotless mirrors, fresh towels, and well-

maintained shower/bathtub areas.)

3. Public Area Cleanliness (Regular cleaning of

shared spaces like lobbies, hallways, elevators, and

staircases, free from litter, dust, or stains.)

4. Floor Cleanliness. (Clean, well-maintained

flooring, including carpets or hardwood, free from

dirt, stains, or debris.)

5. Air Quality. Maintaining a fresh and pleasant air

quality inside rooms and public areas, including

regular ventilation and the absence of unpleasant

odors.)

6. Others, please specify.

B. ROOM PRESENTATION

INDICATOR

(HI)

(MI)

(LI)

(NI)

1. Neatness and Organization. (The room should be

well-arranged, with furniture placed neatly and free

from clutter, creating a clean, organized

environment.)

2. Bedding Presentation. (Fresh, wrinkle-free

linens, properly made beds with decorative pillows,

and a neatly arranged duvet or blanket to enhance

the visual appeal and comfort.)

3. Room Lighting. (Proper lighting with well-

maintained lamps and ambient light to create a

welcoming atmosphere, including adjustable lights

for different settings.)

4. Décor and Aesthetics. (Elegant and well-

coordinated décor, such as tasteful artwork, high-

quality furniture, and stylish accents, reflecting the

hotel’s upscale atmosphere.)

5. Amenities Presentation. (Well-arranged, high-

quality amenities like toiletries, towels, and

minibar items, all neatly placed and easily

accessible for guests.)

6. Others, please specify.

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C. TIMELINESS OF THE SERVICE

INDICATOR

(HI)

(MI)

(LI)

(NI)

1. Prompt Room Cleaning. (Housekeeping services

should clean the room at the scheduled time or

within a reasonable timeframe after guest check-in

or upon request, ensuring cleanliness without

delays.)

2. Efficient Check-In and Check-Out. (The check-

in and check-out process should be quick, with

minimal waiting time for guests, ensuring that front

desk staff are well-prepared and organized.)

3. Quick Response to Requests. (Requests such as

extra towels, toiletries, or room service orders

should be fulfilled promptly, typically within 15–

30 minutes, depending on the request.)

4. Timely Maintenance Services. (Any

maintenance issues, like broken fixtures or

malfunctioning equipment, should be addressed

promptly, with maintenance staff attending to

issues as quickly as possible.)

5. Speedy Food and Beverage Service. (Room

service and restaurant orders should be delivered

within the expected time frame, ensuring guests

don't have to wait long for meals or beverages.)

6. Others, please specify.

D. STAFF PROFESSIONALISM

INDICATOR

(HI)

(MI)

(LI)

(NI)

1. Courtesy and Respect. (Staff should interact with

guests in a polite, friendly, and respectful manner,

maintaining a professional demeanor at all times.)

2. Knowledge and Competence. (Hotel staff should

demonstrate a thorough understanding of hotel

services, amenities, and local attractions and

provide accurate information to guests when

needed.)

3. Appearance and Grooming. (Staff should

maintain a neat, clean, and professional

appearance, adhering to the hotel's uniform and

grooming standards.)

4. Efficient Communication. (Staff should

communicate clearly and effectively, both verbally

and non-verbally, to ensure that guests' needs are

met promptly and accurately.)

5. Problem-Solving Ability. (Professional staff

should handle guest complaints or issues

efficiently, offering solutions quickly while

maintaining a calm and respectful attitude.)

6. Others, please specify.

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Part III. Problems encountered by the Respondents during their stay at the hotel.

INSTRUCTION: Kindly put a check (√) mark of the following indicators on the problems or challenges

encountered by the respondents on the housekeeping services in a deluxe class hotel accommodation in

the space provided below.

_____ Inconsistent room cleaning.

_____ Late room cleaning.

_____ Poor quality of linens.

_____ Dirty or unkempt bathrooms.

_____ Insufficient toiletries.

_____ Unpleasant odors.

_____ Failure to replace used items.

_____ Lack of attention to detail.

_____ Housekeeping staff intrusions.

_____ Improper handling of special requests.

_____ Others, please specify ____________________________

Thank you for your support and cooperation!

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Appendix C

LOCATION MAP

Hotel A

Removed

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INTERNATIONAL JOURNAL OF LATEST TECHNOLOGY IN ENGINEERING,

MANAGEMENT & APPLIED SCIENCE (IJLTEMAS)

ISSN 2278-2540 | DOI: 10.51583/IJLTEMAS | Volume XV, Issue III, March 2026

Page 319

www.rsisinternational.org

INTERNATIONAL JOURNAL OF LATEST TECHNOLOGY IN ENGINEERING,

MANAGEMENT & APPLIED SCIENCE (IJLTEMAS)

ISSN 2278-2540 | DOI: 10.51583/IJLTEMAS | Volume XV, Issue III, March 2026

Page 320

www.rsisinternational.org

INTERNATIONAL JOURNAL OF LATEST TECHNOLOGY IN ENGINEERING,

MANAGEMENT & APPLIED SCIENCE (IJLTEMAS)

ISSN 2278-2540 | DOI: 10.51583/IJLTEMAS | Volume XV, Issue III, March 2026

CURRICULUM VITAE

GRACE L. LAWAS

https://orcid.org/0009-0004-1081-4873

Educational Background

Master of Science in Hotel and Restaurant Management

University of Cebu – Main Campus

2023 to present (on-going)

Post Baccalaureate Degree: Diploma in Professional Education

Cebu Technological University-Danao Campus

Graduated July 2022

College : Bachelor of Science in Hospitality Management

Cebu Technological University-Danao Campus

Graduated July 2021

Short-term Advance Computer Literacy Training major in (Microsoft Word, Microsoft Excel,

Microsoft Powerpoint and Basic Programming)

Colegio de San Antonio de Padua

Graduated 2009

High School : Calumboyan National High School

Calumboyan, Sogod, Cebu

Graduated March 2009

Elementary: Nahus-an Elementary School

Nahus-an, Sogod, Cebu

Graduated March 2005

Work Experiences

Part-Time Instructor: Cebu Technological University-Danao Campus

Sabang, Danao, City Cebu

September 2022 to present

Head Cashier: Olympic Village-Ayala Center Cebu

Floor Ayala Center Cebu

September 2014-September 2015

Housekeeping Staff: Alegre Beach Resort and Spa

Calumboyan, Sogod, cebu

March 2011 to March 2012

Corporate Bookings Manager: Everything Amazing Travel and Tours Services

(Goranow.com)

May 2018-Dec. 2024

On-the-Job-Training: Hospitality Institute of America Philippines Inc./

Flexible Industry Practicum for Culinary Management Track

Page 321

www.rsisinternational.org

INTERNATIONAL JOURNAL OF LATEST TECHNOLOGY IN ENGINEERING,

MANAGEMENT & APPLIED SCIENCE (IJLTEMAS)

ISSN 2278-2540 | DOI: 10.51583/IJLTEMAS | Volume XV, Issue III, March 2026

Trainings and Seminars Attended

Educators Association For Regional Tourism and Hospitality, INC (EARTH)

November 10, 2023

Bread and Pastry Production NCII (March 2024-March 2029)

Cookery NCII (June 2024-June 2029)

HOUSEKEEPING NCII (November 2018-Novemeber 2023)

Filipino Brand of Service Excellence (July 2024)

GEE

Cebu Technological University-Danao Campus

September 2022

Event Operations (June 2021)

Certificate of Completion in Food and Beverage Services Management (July 2021)

ACHIEVEMENTS:

LICENSE PROFESSIONAL TEACHER

Dean’s Lister based on University standards

2021 Hall of Achievers, Outstanding HIAP Learners, Bronze Awardee during my OJT in Hospitality

Institute of America Philippines Inc./ Flexible Industry Practicum for Culinary Management Track

CHARACTER REFERENCES:

Dr. Gladies Mae C. Olivar

Chairman, College of Management Entrepreneurship

CTU- Danao

Prof. Looverville Quino

Internship Adviser, College of Management Entrepreneurship

CTU-Danaos