Quality Service Management in Tourism and Hospitality

Casa Leticia Boutique Hotel

 When are your peak periods?
Based on the experience working in the hotel as a front desk and the fact of living in Davao City, we have this
event called “Kadayawan” which it celebrates every month of August. During this festival I would say one of the peak
periods since people around the Philippines and even foreigners visits and look for a place to stay.

 How do you accommodate customers properly during those periods? What strategies do you implement?
Doing the job systematically according to the standard of the hotel and making sure to do the job and provide
customers wants and needs with quality.

 What are your preparations to properly handle peak periods?

Making sure to double check everything in advance before the day comes, prepare the things that are needed
to such as if there are group of people who booked, double check the rooms availability, the reservations and to
coordinate with your co-workers and other things that are needed to use during the operation.

 How do you manage your employees during these times?

We had schedules and made sure that we have enough hands during the peak periods. We also did briefing so
that everyone is informed and will be able to do their assigned job accordingly when the day comes.

 Name and address: Casa Leticia Boutique Hotel (J.Camus St. Davao City)
 Type of enterprise: Hotel
 Products and services: Accommodation & Restaurant
 Length of service: Hotel started since 1997 (23 years)
 Number of years in service: Works at hotel for 4 months and current.
 Star rating (if applicable): 3 -Star Hotel
 Target market: Any age, travelers, guests
 Name of interviewee and position: Rhea Jane Nervida ( Front Desk Officer)

Observe the operations of the establishment on how they manage operations to meet demand during peak periods
in terms of the following:

 TIME
They worked 8 hours shift and the following are their shifts:
1st Shift: 6AM-3PM
Mid Shift: 8AM-5PM
2nd Shift: 2PM-10PM
3rd Shift : 10PM-6AM
In every shift there were at least 2-3 employees who worked during the peak periods in order to assist each other to
operate in the front desk and to accommodate the guests through their check-ins and check-outs in the system.

 LABOR
As for their labor, they work as front desk officer to check-in and check-out the guests and as well as cashier of the
restaurant

 EQUIPMENT
Equipment they used is an ABI Reservation system for both sales in the hotel rooms and restaurant this system helps
for them to keep track on their sales and reservations to be able to accommodate the guests/customers throughout
their stay.
 FACILITY
And for the facility they have lobby with the couch where the guests can wait for their turn to check-in in the line of the
front desk, but they were able to work smoothly and not really crowded by the guests since they also have their
restaurant inside of their hotel where the other guests can dine before checking in.

Peak days can only be crucial to handle guests/customers if preparations were not made properly. In order to
avoid amount of mistakes, we must prepare in advance and work accordingly to the system. It is much better to make
sure to do work that can avoid mistakes if it is manageable to do so.

Compare the service time for each guest/customer of each enterprise during peak hours and
identify the part(s) of the operations that need/s improvement (if any).
I would say its about 5-15 minutes per guests or group. It can actually take more if the reservations are not
filled completely before the guest checking in. And as for the system, they used ABI Reservation System which it does
need to do a lot of work manually compared to the other advanced Computer Reservation System such as OPERA. I have
noticed the more number of the guests, the more time it takes to be able to handle with the ABI System, but if you find
a way to avoid this time to consume, there are other ways to do such as printing all out in advance and put it in the
system afterwards.

Based on your observations, analyze whether they need to improve their demand/capacity
management. Support your conclusion.
In every hotel, they have their own standards on how they to the work systematically, as for their performance I
would say it is completely fine, but only thing we would suggest is to use the updated or advanced system related to
electronically such as their Computer Reservation System. Since the technology improves drastically to make people’s
access easier. In this way, it would be much easier for the employees especially front desk officers to accommodate the
guests with technology conveniently.
 Blue Lotus Hotel Davao
What are your peak periods?
The peak period of Blue Lotus Hotel in Davao City can vary depending on various factors such as
holidays, events, and tourist seasons. Generally, the peak periods for hotels in Davao City are during the
Christmas and New Year holidays, the Kadayawan Festival in August, and the summer months from
March to May. These periods often see an influx of tourists and visitors to the city, resulting in higher
hotel occupancy rates. It is advisable to make reservations in advance during these peak periods to
minimize stagnant of the guest schedule.

How do you accommodate costumers properly during those periods? What strategies do you
implement?
Blue Lotus Hotel effectively accommodated customers during peak periods by implementing an efficient
reservation system and hiring additional staff. They have also implemented targeted marketing and exceptional
customer service to cater to specific demographics.

What are your preparations to properly handle peak periods?

Blue Lotus Hotel ensures sufficient staff during peak periods, implementing a robust reservation system to
manage bookings, and provide additional training to enhance efficiency and customer service skills. This helps the hotel
to manage increased guest demands and reduce the risk of dissatisfaction, ensuring all guests have confirmed
reservations.

How do you manage your employee during these times?

Peak employee management is crucial for hotel management, impacting guest experience and operational
effectiveness. The Blue Lotus Hotel uses staffing tactics, training, development, communication, and motivation to
maintain service standards and maximize performance during peak periods. Forecasting and scheduling are key
strategies, determining staff needs in departments like front desk, housekeeping, food and beverage, and security based
on past statistics, market trends, and upcoming events.
CONCLUSION
Casa Leticia Boutique Hotel is focusing on preparing for the renowned "Kadayawan" festival in August, a peak
period for visitors from the Philippines and international tourists. The hotel prioritizes systematic job execution,
including double-checking reservations, ensuring room availability, and coordinating with co-workers. Employee
management includes scheduling and comprehensive briefings to ensure a smooth operation. While on the other hand,
Blue Lotus Hotel in Davao City uses a comprehensive strategy to handle peak periods, including Christmas and New Year
holidays, Kadayawan Festival, and summer months. This includes an efficient reservation system, proactive staff hiring,
targeted marketing, and exceptional customer service. Staff training is also provided to enhance efficiency and customer
service skills.
Blue Lotus Hotel and Casa Leticia Boutique Hotel place a high priority on staff management, emphasizing
teamwork, , and training. Staff deployment across different departments is optimized through the use of forecasting,
scheduling, and market trends.
While they take different approaches, Casa Leticia Boutique Hotel and Blue Lotus Hotel both prioritize on
effective reservation systems and staff management. While Blue Lotus Hotel covers a wider range of peaks and
prioritizes focused marketing, Casa Leticia Boutique Hotel concentrates on the "Kadayawan" festival peak period.
During busy times, Casa Leticia Boutique Hotel and Blue Lotus Hotel show how flexible the hospitality sector can
be by offering excellent service and insightful information to the larger Davao City and beyond hospitality business.