Required output components:

1. Enterprise Identification and Primary Function

a. State the name of the enterprise and its location.

- Torres Farm Hotel & Resort. It’s located in Barangay Sabang, Naic, Cavite
[Link] its primary tourism function (e.g., accommodation, food service, travel facilitation,
attraction, transport)
- The primary tourism function of Torres Farm Hotel & Resort is accommodation and
attraction.
c. Briefly explain how this enterprise serves tourists or guests.
- Accommodation in themes hotel rooms where guests and tourist can stay overnight in
comfort
- Attraction through its collection of miniature landmarks like the Eiffel Tower, Great wall,
and other landmarks replicas that guests can explore without leaving the country, which
makes it fun for sightseeing and photos.
-
2. Target Tourists / Guests of Torres Farm Hotel and Resort

a. Main Type of Tourists or Guests Served

● Leisure tourists – guests who want to relax and enjoy nature

● Families – parents and children looking for a peaceful vacation
● Local tourists – nearby residents on weekend or short getaways
● Students / groups – for educational trips, retreats, or bonding activities

b. Needs or Expectations of These Guests

1. Comfort and Relaxation
Guests expect clean rooms, comfortable beds, fresh air, and a quiet environment to rest
and unwind.
2. Safety and Security
Families and groups expect a safe place with well-maintained facilities, friendly staff, and
secure surroundings.
3. Affordable and Enjoyable Activities
Guests expect reasonable prices, farm activities, swimming pools, open spaces, and
experiences that are fun and worth their money.

3. Employee Roles in Service Delivery

a. Key Employee Roles

1. Front Desk Staff / Receptionist

2. Housekeeping Staff
3. Food and Beverage Staff (Waiters & Kitchen Staff)
 4. Lifeguard / Pool Attendant

B. Description of Each Role and Its Effect on Guest Satisfaction

1. Front Desk Staff / Receptionist

The front desk staff are responsible for handling reservations, confirming bookings,
welcoming guests upon arrival, and assisting them during check-in and check-out. They
also answer phone calls, respond to inquiries about room rates and amenities, and
provide information about resort facilities such as pools, cottages, and function halls.
They handle guest concerns, complaints, and special requests.

This role greatly affects guest satisfaction because they create the first and last
impression of the resort. A warm greeting, smooth check-in process, and clear
communication make guests feel comfortable and valued. If the front desk staff are
polite, professional, and efficient, guests are more likely to trust the resort’s service
quality. Slow service, lack of information, or unfriendly behavior can immediately result in
a negative experience.

2. Housekeeping staff

Housekeeping staff are in charge of maintaining cleanliness and orderliness in guest

rooms, cottages, restrooms, pool areas, and other public spaces. Their responsibilities
include cleaning and sanitizing rooms, changing bed linens, replenishing toiletries,
disposing of trash properly, and ensuring that all areas are presentable. They also
inspect rooms before guests arrive to make sure everything is functioning properly, such
as air conditioning units, lights, and water systems are functioning properly.

Cleanliness is one of the most important aspects influencing guest satisfaction in

hospitality establishments. Guests expect a safe, hygienic, and comfortable environment
during their stay. Well maintained rooms and facilities contribute to relaxation and peace
of mind. If housekeeping standards are not met, guests may perceive the resort as
unprofessional or unsafe. Therefore, housekeeping staff directly affect guests comfort,
health, and overall perception of service quality.

3. Food and Beverage Staff (Waiters and Kitchen Staff)

The food and beverage department includes waiters, cooks, and kitchen assistants who
are responsible for preparing and serving meals to guests. Waiters take food orders,
assist guests in selecting menu items, serve foods and beverages, and ensure that
dining needs are properly addressed. Kitchen staff prepare and cook food according to
quality and safety standards, ensuring proper taste, presentation, and sanitation
practices.
 Food service is an essential part of the resort experience, especially for families and
group guests who prefer convenience during their stay. High-quality food, timely service,
and courteous staff can enhance guest satisfaction and create a memorable experience.
However, slow service, incorrect orders, or poor food quality may negatively impact the
guest’s overall impression of the resort. Thus, the food and beverage team plays a
significant role in contributing to customer satisfaction and repeat visits.

4. Lifeguard / Pool Attendant

As a resort offering swimming pool facilities, lifeguards or pool attendants are

responsible for ensuring guest safety in pool areas. Their duties include monitoring
swimmers, enforcing safety rules, responding to emergencies, and maintaining
cleanliness around the pool area. They also provide assistance to guests, especially
children and inexperienced swimmers.

Safety is a primary concern for resort guests, particularly families. The visible presence
of trained lifeguards increases guests’ sense of security and allows them to enjoy
recreational activities with confidence. Effective supervision and quick emergency
response can prevent accidents and injuries. If safety measures are not properly
implemented, it may lead to serious incidents and damage the resort’s reputation.
Therefore, lifeguards play a vital role in ensuring both safety and guest satisfaction.

4. Guest Experience Flow and Moment of Truth

[Link] the guest experience flow from arrival to departure (or inquiry to service completion)

- When a visitor finds the resort online or through social media, the experience starts.
Through the front desk or reservation sites, they ask about accommodation prices or
"around the world" day tour passes. After being greeted by security, guests head to the
lobby. This marks the brand's initial physical interaction. The "passport" or map to the
tiny sites is provided by the front desk staff member, who also confirms the reservation
and manages the payment. The visit's main focus includes: taking photos at the
Pyramids, Merlion, or Eiffel Tower, dining at themed restaurants, relaxing in the themed
hotel rooms and using the swimming pools. After returning the room keys and paying
any remaining balances, the visitor has their room quickly inspected by the
housekeeping. As they say goodbye, the front desk staff often asks about their stay.

b. Identify at least one (1) "moment of truth" - a critical interaction where the guest forms a
strong impression of the service.

- The “Moment of Truth” is when the customers enter and see the miniature landmarks.
While the check-in is important, the "soul" of this resort is known as a "travel the world"
place. The resort's reality finally catches up to the guests' high expectations from social
 media for their first photo as they approach attractions such as the Eiffel Tower,
Pyramids, etc.

c. Explain why this moment is important and how it can affect guest satisfaction (positively or
negatively)

- This moment is important because Torres Farm markets itself on visual attractiveness. If
the attractions are clean, well-maintained, and appear as stunning as they did in photos,
visitors get "instant gratification." They feel that the cost of admission and the time it took
to drive to Naic are worth it. Instant social media sharing results from this, serving as
free advertising. If the attractions look worn, unclean, or surrounded by tall weeds or
trash, the visitor can feel "catfished." This can lead to a sense of dissatisfaction that
even a cozy room can't fix. Since the attraction is the main draw, a failure at this point
typically results in bad feedback and a "one-and-done" visit.