HOTEL INDUSTRY’S CONCURRENCE WITH INTERNATIONAL STANDARDS

RESEARCH INSTRUMENT
I. Profile
Please put a check (/) mark on the space provided that fits
your profile or provide data on the space provided as indicated
Name: (optional) __________________________________________
Age:
( ) 30 or below ( ) 51-60 yrs old
( ) 31 -40 yrs old ( ) 61-70 yrs old
( ) 42-50 yrs old ( ) 71 yrs old or above
Sex:
( ) Male
( ) Female
Profession/ Occupation ______________________
Nature of Booking:
( ) Business ( ) Conference
( ) Leisure ( ) Personal
( ) Both business/ leisure

II. Survey Proper

Instruction: The items below are statements which describes
your opinion. Please put a check mark (/) on the space provided
for your answer based on the given numerical data with in
corresponding interpretation.

Legend:
Score Verbal Interpretation
5 Always
4 Often
3 ` Sometimes
2 Rarely
1 Never

A. Reservations, Prices, and Billing 5 4 3 2 1

1. Clearly inform the guest in the prices quoted for
accommodation, meals and refreshments, including
service charge, taxes and other charges.
2. Provide relevant information on the guest stay and
house policy.
3. Inform clients about the full details of
cancellation policy.
4. Inform clients about deposits, details how to
 deposit, how the deposit is taken and whether or not
it is refundable on cancellation.
5. Provide a clear explanation of charges for
additional services or available facilities
including cancellation of terms.
6. Clearly inform clients about any unacceptable types
of payments.
7. Provide guest with printed details of payment due
and receipt on request.
8. Make prompt and effective reservation 24 hours a
day.
9. Handles booking in a friendly and courteous manner.

10. Update guest account on an ongoing basis to

minimize the delay at check-out.
B. Reception 5 4 3 2 1
1. Provide priority to direct guest contacts over other
reception duties.
2. Staff is available to receive guest and provide
information / services from just before breakfast
and until late evening.
3. Receptionist is always on duty during busy checking/
out time when it is essential to provide full cover.

4. Provide 24 hour reception with sufficient highly

skilled staff to ensure no delay for guest.

5. Provide seamless transition on arrival from outside

the hotel entrance to the reception area.

6. Provide escort to the bedroom by a member of staff

with excellent skills.
7. Provide information about hotel and bedroom
facilities.
8. Clearly direct the guest to their rooms and give
brief explanation of location of hotel facilities.

9. Issues bedroom keys to guest and discreetly ensure

charging of items to guest’s account
10. Inform guest of meal time and bar opening time.

C. Luggage Handling 5 4 3 2 1
1. Provide assistance with the guest to get out of
their transportation and take their luggage.

2. Assistance with luggage is available on request

throughout the day and evening.
3. Provide a secure short-term luggage storage for
guest.
4. Assistance with luggage is readily available and
advertised as available for departure.
 5. Takes control of luggage from quest’s arrival
outside to prompt delivery in the bedroom.
6. Provide secure short-term luggage storage with
receipt provided.
7. Escort or guide the guest to the reception area or
to the reception floor.
8. On Guest Departure luggage are collected from the
guest room.
9. Bring the luggage to portico for guest that is
leaving the Hotel after completing the check-out
procedure.
10. Update the departure luggage movement on the Daily
Luggage movement register or log book.
D. Concierge/ Housekeeping Services 5 4 3 2 1
1. There is an iron and ironing board available.
2. Pressing and laundry services is available 24 hours.
3. A conveniently positioned machine or shoe cleaning
materials are available.
4. Message – taking services is available.
5. Presents tourist, travel and local information in a
well presented manner.
6. Handles professionally and discreetly telephone
calls to resident guests.
7. Interactive TV and voice mail systems are
acceptable.
8. Cloakroom service (coat storage) available.
9. Provide a full concierge service.
10. Deliver newspaper to guest’s bedrooms.