WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
CHAPTER IV
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA
Time Context
The study is scheduled to be conducted on April 08, 2025, utilizing a questionnaire and
survey method facilitated through Google Forms. This approach is designed to efficiently gather
relevant data from participants, allowing for real-time adjustments to the survey questions based
on initial responses. By employing digital tools, the study aims to enhance data collection
efficiency and accuracy, thereby providing comprehensive insights into the training challenges
faced by the Housekeeping Department at Days Hotel by Wyndham in Iloilo.
View Point
This is based on the perspective of the researchers who conduct this study to determine
the inadequate service quality at the Housekeeping Department at Days Hotel by Wyndham
Iloilo.
Statement of the Problem
To effectively address the challenges faced by Days Hotel by Wyndham in Iloilo, it is
essential to identify the key issues stemming from the current inadequacies in the housekeeping
department's training programs. These issues not only impact service quality and operational
efficiency but also affect guest satisfaction and the hotel's financial performance. The following
questions have been formulated to guide the investigation into these training-related challenges
and their broader implications:
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
1. How do current training deficiencies in the housekeeping department contribute to
inconsistencies in service quality and guest satisfaction at Days Hotel by Wyndham in
Iloilo?
2. What are the specific operational inefficiencies linked to inadequate training programs,
and how do these inefficiencies affect room readiness and overall operational costs?
3. In what ways do training gaps influence staff turnover rates, and what is the resulting
impact on recruitment, training expenses, and overall hotel profitability?
4. How does improper handling of cleaning materials and equipment due to insufficient
training increase the risk of property damage and liability concerns for the hotel?
5. What strategic solutions can be developed to bridge the training gaps and align the
housekeeping department's operations with contemporary industry standards and guest
expectations?
Objectives
This case study is designed to achieve a comprehensive understanding of the training
challenges faced by Days Hotel by Wyndham in Iloilo, with the ultimate goal of enhancing
service quality and operational efficiency. The objectives are as follows:
Identify Training Deficiencies
To systematically identify and analyze the existing deficiencies in the housekeeping
department's training programs. This involves evaluating the current trainings in the hotel,
instructional techniques, and practical training opportunities to understand where improvements
are needed.
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
Assess Impact on Service Quality
To investigate how these training gaps affect service quality and guest satisfaction. This
objective aims to establish a direct correlation between inadequate training and the
inconsistencies in service delivery that negatively impact guest experiences.
Analyze Operational Inefficiencies
To explore the operational inefficiencies linked to training deficiencies, focusing on how
these inefficiencies affect room readiness and contribute to increased operational costs. The
study seeks to quantify the financial implications of these inefficiencies.
Examine Staff Turnover and Recruitment Cost
To examine the influence of training gaps on staff turnover rates and the associated impact
on recruitment and training expenses. This includes understanding how well-prepared and
supported employees feel in their roles and how this affects their decision to stay with the hotel.
Evaluate Risks of Improper Handling
To evaluate the risks associated with improper handling of cleaning materials and equipment
due to insufficient training. The objective is to assess the potential for property damage,
accidents, and increased liability concerns, and to propose mitigation strategies.
Develop Strategic Training Solutions
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
To develop strategic solutions aimed at bridging the identified training gaps. This includes
designing new training modules, incorporating modern techniques, and aligning training
programs with contemporary industry standards and guest expectations.
Enhance Operational Practices
To enhance the overall operational practices within the housekeeping department by
fostering a culture of continuous learning and development. This objective emphasizes the
importance of adapting to ongoing industry trends and ensuring that training programs are
dynamic and responsive to change.
Areas of Consideration
In addressing the training gaps within the housekeeping department at Days Hotel by
Wyndham in Iloilo, it is crucial to consider several key areas that profoundly influence the hotel's
operational success. These areas include the development and implementation of comprehensive
training programs that not only equip staff with essential skills but also align with contemporary
industry standards. Attention must be given to enhancing operational practices by incorporating
modern technologies and sustainable approaches, which can significantly improve service
quality and efficiency. Moreover, fostering a culture of continuous learning and professional
development is vital to boosting staff performance and retention, as it empowers employees to
meet evolving guest expectations with competence and confidence. The integration of regular
feedback mechanisms and performance evaluations can help tailor training initiatives to address
specific deficiencies, thereby ensuring that the housekeeping team consistently delivers
exceptional service. By focusing on these areas, Days Hotel by Wyndham can enhance its
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
competitive edge, improve guest satisfaction, and secure its reputation for excellence in
hospitality.
SWOT Analysis
. The SWOT analysis provides a structured framework for understanding the internal
strengths and weaknesses, as well as the external opportunities and threats, faced by Days Hotel
by Wyndham in Iloilo. This analysis will help identify strategic areas for improvement,
especially focusing on bridging training gaps within the housekeeping department to enhance
service quality and operational efficiency.
Table 1. SWOT Analysis
Strengths Weaknesses
Strategic Location Enhances Resource Outdated Training Materials and Methods
Accessibility
Limited Practical Training Opportunities
Established Reputation for Quality
High Staff Turnover Affects Training
Commitment to Continuous Improvement Consistency
Opportunities Threats
Partnerships with Local Educational Competitive Pressure from Other Hotels
Institutions
Rapid Changes in Industry Economic
Adoption of E-Learning Platforms
Uncertainty Impacting Budget Allocation
Adoption of E-Learning Platforms
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
Alternative Courses of Action
To effectively address the training gaps identified in the housekeeping department of
Days Hotel by Wyndham in Iloilo, several strategic alternatives can be considered. These
alternatives aim to address the inadequate training programs at the housekeeping department.
1. Partner with External Training Experts
Advantages:
External training experts bring a wealth of specialized knowledge and experience that
may not be available internally.
Collaborating with external trainers introduces fresh perspectives and innovative
training techniques that can invigorate the learning experience.
External training partners offer scalable solutions that can be easily adjusted to
accommodate the hotel's varying needs and sizes.
Disadvantages:
Hiring external training experts can be costly, as it involves fees for their services,
materials, and potentially travel expenses.
2. Establish a Continuous Learning Culture
Advantages:
By fostering a continuous learning environment, employees are encouraged to regularly
update and expand their skills.
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
A culture that prioritizes learning and development can significantly boost employee
morale and job satisfaction.
Continuous learning initiatives equip employees with the latest best practices and
innovative approaches, leading to more efficient processes.
Disadvantages:
Establishing a continuous learning culture requires significant investment in terms of
time, money, and resources.
Not all employees may initially embrace a continuous learning culture, especially those
accustomed to traditional ways of working.
3. Conduct Regular Performance Feedback Sessions
Advantages:
Regular performance feedback sessions provide employees with specific, actionable
insights into their strengths and areas for improvement.
These sessions foster open lines of communication between management and staff,
encouraging a culture of transparency and trust.
Regular feedback sessions ensure that employees are aligned with the organization’s
strategic objectives.
Disadvantages:
Conducting regular performance feedback sessions requires significant time and
resources from both management and employees.
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
Decision Matrix
To effectively evaluate the alternative strategies for addressing training gaps in the
housekeeping department at Days Hotel by Wyndham, a decision matrix can be utilized. This
matrix considers key criteria that align with the hotel’s operational goals and evaluates each
proposed strategy based on these criteria. The criteria are weighted according to their importance
in achieving the desired outcomes.
Table 2. Decision Matrix
CRITERIA Most Favorable Favorable Least Favorable
ACA 1 4 5 1
ACA 2 3 6 3
ACA 3 6 4 4
Total 13 15 8
Definition of Decision Criteria Variable
When comparing the three ACAs based on their criteria ratings, ACA 1 received a total
score of 13, placing it as the second most favorable option. It excelled in aspects such as
operational feasibility and cost-effectiveness, which are critical for practical implementation, but
it may have fallen slightly short in areas like alignment with industry standards or the potential to
significantly enhance service quality.
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WESTERN INSTITUTE OF TECHNOLOGY
Luna St., La Paz Iloilo City
COLLEGE OF ARTS AND SCIENCES
HOSPITALITY MANAGEMENT
Meanwhile, ACA 3, with a total score of 8, was rated as the least favorable. Despite its
strengths in certain areas, it likely faced challenges in achieving high scores across multiple
criteria, such as operational feasibility or cost-effectiveness. The scoring suggests that while
ACA 3 may have some aspects that are beneficial, its overall impact may not be as robust or
aligned with the strategic goals of the hotel compared to ACA 2 and ACA 1.
Overall, based on the results, ACA 2 emerged as the most favorable option, scoring the
highest total with 15 points. This ACA likely aligns well with the hotel's strategic objectives and
operational needs, offering a balanced approach that effectively enhances training programs
while ensuring operational feasibility and cost-effectiveness. The high score in the Favorable
category suggests that ACA 2 strikes an optimal balance between improving service quality and
maintaining manageable implementation efforts. Its ability to adapt to industry standards and
contribute positively to staff retention and guest satisfaction further underscores its strategic
advantage.
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