Mary Annette Bihag BSHM 3A

Maria Theresa A. Villamor BSHM 3A

PRELIM PROJECT - 65929 - Strategic Management and Total Quality

Management 2 Feedbacks of the Guest that show practicing TQM.

Radisson Blu Hotel

1. 5 ratings

"Great hotel to stay in cebu. It is indeed a 5 star quality hotel. Rooms are large enough
which is good for business travellers. Beds are soft. Staffs are great and nice and
amenities are top notch. :)

2. 5 ratings

If you ever travel to Cebu and would like to be treated like royalty and have a home away
from home, stay here! The hotel itself is beautiful and the staff do an amazing job at
providing exceptional service. The rooms are very spacious and clean and housekeeping
will ensure you have everything you need. The breakfast was one of the best I have had at
a hotel! It is relaxing to sit and have a drink at the pool bar! Great location, literally next to
a mall, and in the pick up area for all of the tours you would like to do.

Explanation: It is important of the hotel is to provide a total quality service for the
comfortable and enjoyable experience for the guest, which will then bring in a good
feedback to the hotel. If the guests are not having said a comfortable and enjoyable
experience. Also provides positive feedback and allows to see what everyone can change
to improve their focus and results. It brings people together and creates a healthy stay
that the guest will have time to experience their stay in the hotel. The guest will be
grateful and appreciate taking the time to share their experience and rating and a good
feedback to the hotel.
2 Feedbacks of the Guest that shows lack of TQM.

1 rating

Staffs , taking bookings ,are very incompetent, not enough training to do the job.why i
have to wait this long for my refund , this hotel is absolutely terrible, i would never go back
.and ill never recommend to any one. If u guy's stay make sure u must thoroughly check
ur account bills ...cuz the next minutes .you ll paying with ur stay....I was very angry.

2 ratings

Checking in was too slow, it took an hour for 4 Rooms to be given. After checking in, a call
was made from the room for the extra bed to be delivered and towels. Only one bath
towel and 2 hand towels were provided for 4pax and No Bath Mat. We can no longer wait
after 30 mins and decided to leave the room, I have to call again approximately before
10pm, almost 4 hours after we left the room to have it delivered. In addition, The staff got
annoyed based on their attitude and facial reaction after informing them that there were 2
missing packed breakfast bag. Overall the staff from the front desk are not
friendly/approachable. Also no one assisted with the luggage. The only attentive and
helpful staff were from the Féria restaurant. Definitely a disappointment!

Explanation: To improve their TQM the manager should orient their staff and explain to
them how important is the TQM in the hotel industry . And the staff will give their
response or solutions attentively. The demands and expectations of your customers
should be researched and understood. Connect your company's goals with those of the
customers, stay in touch with them, gauge their level of happiness, and then use the
information to develop methods to streamline operations and better manage customer
interactions.