LYCEUM OF ALABANG

College of Tourism and Hospitality Management

Bachelor of Science in Hotel Restaurant Management

GUEST LEVEL OF EFFECTIVENESS ON THE AUTOMATED RESERVATION

SYSTEM OF GREEN SUN HOTEL IN MAKATI CITY

A Thesis Presented to the

Faculty of Tourism and Hospitality Management Lyceum of Alabang
Km. 30 National Road, Tunasan, Muntinlupa City

In Partial Fulfillment of the Requirements for the

Degree of Bachelor of Science in Hotel and Restaurant Management

By

Flores. Moises
Justado, Gabriel Angelo G.
Lamela, Jude O.
Macatiag, Kenny P.
Pregonero, Kyle Matthew
Solomon, Vince Gerold B.

March 2018

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management
APPROVAL SHEET
This thesis entitled “GUEST’S LEVEL OF EFFECTIVENESS ON THE
AUTOMATED RESERVATION SYSTEM OF GREEN SUN HOTEL IN MAKATI
CITY”, prepared and submitted by FLORES, MOISES, JUSTADO, GABRIEL
ANGELO G., LAMELA, JUDE O., MACATIAG, KENNY P., PREGONERO, KYLE
MATTHEW, SOLOMON, VINCE GERALD B., in partial fulfilment of the
requirements for the degree of Bachelor of Science in Hotel and Restaurant
Management has been examined and is hereby recommended for acceptance and
approval for ORAL DEFENSE.

Prof. EVA PAULA F. BHADY

Adviser

PANEL OF EXAMINERS

Approved by the Research Interrogation Board on Oral Examination with the

grade of ________.

Prof. RODEN A. SAMSON

Chairman

Ms. DINAH HABIG Prof. RUDY NECOR

Member Member

Accepted and approved in partial fulfilment of the requirements for the degree of
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT

Prof. RODEN A. SAMSON FAITH M. AYAP, MBA, *Ed.D

Director, RDE Dean, CTHM

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

ACKNOWLEDGMENT

The researchers could take this opportunity to express their sincere

appreciation and gratitude to everyone who helped and supported them
throughout the entire research. They could the statements below as an example.

Firstly to our adviser, Professor Eva Paula F. Bhady, who wholeheartedly

guided and educated us about research writing, for his constant supervision,
provision of necessary information, and continuous support through thick and thin.

To our College Statistician, Ms. Dinah C. Habig, for her professional

guidance and complementary remarks that served as a tool for the betterment of
this research.

To our college professors, for their cooperation and sharing of knowledge,

experiences, and wisdom.

To the oral defence panellists, Prof. RODEN A. SAMSON, Ms. Dinah C.

Habig and Prof. Rudy Necor, for their insightful comments and encouragements,
for their challenging questions that motivated us to widen our research from
various perspectives.

And lastly, to the Lord Almighty, for his guidance through this research and
our everyday lives.

Thank you.

THE RESEARCHERS

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

DEDICATION

To our family and friends who wholeheartedly supported us through

thick and thin.
To our professors who gave us the opportunity to experience such an
academically enlightening research study.
To Lyceum of Alabang College Library who willingly gave us useful
information regarding our study.
We dedicate also this research to our colleagues at Education Department
of Lyceum of Alabang who provided endless support and data.
To our almighty God who always protecting and guiding us in our daily
living.
To all who were mentioned above for without you this action plan will not
be a successful one.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

THESIS ABSTRACT

Title : GUEST’S LEVEL OF EFFECTIVENESS ON THE

AUTOMATED RESERVATION SYSTEM OF GREEN SUN
HOTEL IN MAKATI CITY

Authors : Flore,s Moises

Justado, Gabriel Angelo

Lamela, Jude O.

Macatiag, Kenny P.

Pregonero, Kyle Matthew

Solomon, Vince Gerald

Degree : Bachelor of Bachelor of Science in Tourism and Hospitality

Management

Adviser : Prof. Eva Paula Bhady

Institution : Lyceum of Alabang

Km 30 National Road, Tunasan, Muntinlupa City

The main purpose of this study is to determine the guest’s level of

effectiveness on the automated reservation system of green sun hotel in Makati

city.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Summary of Findings

DEMOGRAPHIC PROFILE OF THE RESPONDENTS

A. AGE

On the conducted survey, it shows that 33% of the total respondents

belongs to the age bracket of 18-30 years old, 47% of the total respondents
belongs to the age bracket of 31-40 years old and only 20% of the total
respondents belongs to the age bracket of 41 years old and above.

B. GENDER

The gender, consist of 37% of the total respondents are female and
63% of the total respondents are male.

C. NATIONALITY

In conducted survey, there are different nationality that consist of 53 or

59% are Filipinos, 25 or 28% are Americans and 12 or 13% are ranged are
Korean. Therefore, the majority of respondents in the demographic profile
in terms of nationality are Filipinos.
Priority

Based on the conducted survey, 51% of the total respondents

Strongly Agreed that the Green Sun Hotel should have this kind of
management system, 52% agreed that the management should manage

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management
guests demand, and 53% strongly agreed that the management should
accommodates international and local bookings.

Accessibility

As per the survey, 51% agreed to the automated and easy to book
direct online, 49 percent strongly agreed to the reliable guest security of the
management, and 49% strongly agreed that it provides instant and easy
way to check – in.

Convenience

Based on the conducted survey, 50% of the total respondents

agreed that the property management system in green hotel is convenient
for newly-arrivals, 58% of the total respondents agreed that green sun hotel
has the most convenient property management system in Makati city, and
53% of the total respondents agreed that green sun hotel monitors
appropriately the guests status regularly.

Customer Service

As per the survey, 50% of the total respondents agreed to the

customer service can responds quickly in customer inquiries, 50% of the
total respondents strongly agreed that green sun hotel customer service
has a suitable knowledge about their property management system, and
56% of the total respondents strongly agreed that green sun hotel has the
initiative to handle guests complain.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

Modes of Booking

Based on the survey, 52% of the total respondents agreed that

paying booking through online bank accounts is convenient, 53% of the
total respondents agreed that guaranteed reservation is required, and 50%
of the total respondents strongly agreed that reservations through booking
agencies is a must.

Statement of the Problem

This research aims to evaluate the different response to the problem that we
presented, the following problems are:

1. What is the demographic profile of the respondents in terms of :

1.1 Age
1.2 Gender
1.3 Nationality

2. What is the impact of the Property Management System in in Green Sun

Hotel to its guests in terms of:
2.1 Priority
2.2 Convenience
2.3 Accessibility

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management
2.4 Mode of Booking
2.5 Customer Service

3. What is the overall impact of Property Management System in Green Sun Hotel to its
guests?

Conclusion

In the light of the finding of the study, the following conclusions were drawn:

1. Profile of the respondents

Most of the respondents were at the young adult age. It is noteworthy that few

of the respondents were female. Dominating number of respondents were

Filipinos

2. . The Impact of the Property Management System

The respondents found that priority is a must system and should always listen

to the demands of the guest. Booking online is very convenient, accessible

and safe to use, particularly on international bookings, and to newly arrivals.

Monitor guest status and fast response to the guest is a must to the system.

The management is very responsible and knowledgeable to the system. In

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management
addition, the management also has the initiative to always handle guest

complains in every form. The guests also find it so easy to pay books through

online bank accounts and they believed that this is a must to every reservation

or booking agency system.

Recommendations

Based on the conclusion of the study, this study recommends the following;

1. The employees should always hear out the demands of the guests by giving them
feedback forms, this will serve as an information, inputs, and insights for what
area should be develop
2. The management or administration of the hotel must sustain the efficiency and
effectiveness of their system by the means of researching, benchmarking, and
training of their employees in order to retain their number of guest and the
increase of their sales.
3. The hotel guest may help the management, administration, and employees by
giving them the right feedback and appropriate complains about the system,
reservation, and bookings. This is to enhance the system and improved the
lapses of the hotel.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

TABLE OF CONTENTS
TITLE PAGE

APPROVAL SHEET

ACKNOWLEDGEMENT

DEDICATION

ABSTRACT

CHAPTER 1: THE PROBLEM AND ITS BACKGROUND

Introduction.............................................................................................................. 2
Background of the Study...........................................................................................3
Theoretical Framework.............................................................................................6
Conceptual Framework.............................................................................................9
Statement of the Problem........................................................................................10
Scope and Delimitation............................................................................................11
Significance of the Study.........................................................................................12
Definition of Terms..................................................................................................13

CHAPTER 2: RELATED LITERATURE AND STUDY

Local Literature………………………………………………………...………….……14
Foreign Literature....................................................................................................17
Synthesis of Literature.............................................................................................21
Local Studies...........................................................................................................22
Foreign Studies.......................................................................................................24

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management
Synthesis of the Study.............................................................................................25

CHAPTER 3: RESEARCH METHODOLOGY

Research Design.....................................................................................................27
Respondents of the Study.......................................................................................27
Sampling Technique................................................................................................28
Research Instrument...............................................................................................28
Data Gathering........................................................................................................29
Statistical Treatment of the Data.............................................................................29

CHAPTER 4:

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA....................31

CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY OF THE FINDINGS..............................................................................49

CONCLUSIONS......................................................................................................52
RECOMMENDATIONS...........................................................................................53
REFERENCES............................................................................................................
COMMUNICATION LETTER.......................................................................................
CURRICULUM VITAE.................................................................................................

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel Restaurant Management

LIST OF TABLES

Table 1 Distribution of Respondents According to Age of Guest…………….. 31

Table 2 Distribution of Respondents According to Gender of Guest….…….. 32
Table 3 Distribution of Respondents According to Nationality of Guest…….. 31
Table 4 Distribution of Respondents According to the Priority of Guest…….. 34
Table 5 Distribution of Respondents According to the Priority of Guest…….. 35
Table 6 Distribution of Respondents According to the Priority of Guest…….. 36
Table 7 Distribution of Respondents According to the Accessibility of Guest..37
Table 8 Distribution of Respondents According to the Accessibility of Guest.. 38
Table 9 Distribution of Respondents According to the Accessibility of Guest.. 39
Table 10 Distribution of Respondents According to the Convenience of Guest.40
Table 11 Distribution of Respondents According to the Convenience of Guest.41
Table 12 Distribution of Respondents According to the Convenience of Guest.42
Table 13 Distribution of Respondents According to the Customer Service of
Guest…………………………………………………………………………………..43
Table 14 Distribution of Respondents According to the Customer Service of
Guest…………………………………………………………………………………..44
Table 15 Distribution of Respondents According to the Customer Service of
Guest…………………………………………………………………………………..45
Table 16 Distribution of Respondents According to the Modes of Booking of
Guest…………………………………………………………………………………..46
Table 17 Distribution of Respondents According to the Customer Service of
Guest…………………………………………………………………………………..47

Table 18 Distribution of Respondents According to the Customer Service of

Guest…………………………………………………………………………………..48

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
LIST OF FIGURES

Figure 1.1 IPO Conceptual Framework……………………………………….. 8

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Property Management Systems also known as PMS or Hotel

Operating System (Hotel OS), under business terms may be used in real estate of
mind, manufacturing, logistics, intellectual property, government or hospitality
accommodation management. They are computerized systems that facilitate the
management of properties, personal property, and equipment, including
maintenance, legalities and personnel all through a single piece of software. They
replaced old-fashioned, paper-based methods that tended to be both cumbersome
and inefficient. They are often deployed as client/server configurations.  In this
research we will only focus in the hospitality accommodation which is the online
booking or reservation. Property management System has different effects to
hotels and guests by conducting this research we will able to identify the impact of
it to the guests. To know how the property management system works and helps
the guests, we run some survey to our specific area the Green Sun Hotel in Makati
City.
The consumer's travel journey begins by selecting a destination while
simultaneously shopping for a hotel. That pre-stay shopping and booking
interaction, their on-property engagement with the hotel and its staff, their in-room
experience, and their sharing of feedback on social media post-stay are all part of
their guest experience. Hoteliers are challenged with providing a personalized
guest experience while operating an effective hotel business. Today's hotel PMS

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
solutions help hoteliers deliver the experience guests want, while efficiently
managing their business.

When using a property management system, the pros exceed the cons, if
you choose well and know how to use it. With a good PMS you’ll get time back for
yourself, save resources and make more money. The key is to look for a PMS that
is easy to use and requires little to no staff training and integrates with your other
products.

The purpose of this study is to identify how the proper property

management system affects the guest’s satisfaction to their stay at the hotel.

Background of the Study

The Hotel at Green Sun in Makati City, Philippines is among the few
accommodations in the metro that boasts a fascinating piece of history bound to
give you a stay like no other. Standing within what used to be Delta Motors Inc.
from the 1970s, The Hotel at Green Sun innovates to maintain the industrial
elements of the original car warehouse structure. Exposed pipes, bare concrete
walls, and industrial beams and ceilings succinctly combine with Architect Gil
Cosculluela’s modern-minimalist design, resulting to a masterpiece that is art in
itself. But that is just the beginning. With amply appointed rooms and suites, and
ultra-convenient facilities and services, your stay at the hotel means a seamless
journey from our extensive history to the wonders of the contemporary. It is, after
all, right at the heart of the place of wonder, entertainment, and inspiration that is

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Green Sun. Green Sun is a contemporary culture and art center built for the
discovery and promotion of emerging local creative talents. Combining art, design,
music, culinary, and the best of Filipino hospitality, Green Sun takes you to an
interactive experience and exploration of youth culture.

A hotel property management system (PMS) was defined as a platform that

enabled a hotel or group of hotels to manage front-office capabilities, such as
booking reservations, guest check-in/check-out, room assignment, managing room
rates, and billing. HOTEL PMS delivered a software platform that replaced time-
intensive, paper and spreadsheet-heavy processes.

Hospitality technology has evolved by leaps and bounds in recent years. In

fact, until recently, there was no single software application for managing, let alone
automating, all of the different functions that take place at a hotel or resort in a
unified and integrated fashion. Fast forward to today and next-generation property
management solutions are empowering hoteliers with the ability to drive ever-
increasing levels of efficiency and effectiveness in ways that may have been
difficult to imagine only a decade ago. 

The scope of the platform capabilities has expanded beyond core functions
like guest registration, room inventory maintenance and housekeeping assignment
to encompassing virtually all aspects of hotel operations. The capabilities have
also become increasingly sophisticated and flexible as well as more easy to
seamlessly integrate with third-party technologies, including web booking engines
and point-of-sale (POS) and revenue management systems. 

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

The first property management systems in the hospitality industry appeared

on the market in the 1980s. O’Connor Property Management was one of the first
property management system to bloom and established in  2003 and is based in
Glasnevin, Dublin. The company is licensed by the Property Services Regulatory
Authority (PSRA) to provide all categories of property service. A good PMS should
give accurate and timely information on the basic key performance indicators of a
hotel business such as average daily part or occupancy rate and help the food and
beverage management control the stocks in the store room and help deciding what
to buy, how much and how often.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Theoretical Framework

FLOW THEORY
According to Csikszentmihalyi (2010), User–website interactions in service
contexts create opportunities for positive online experiences that can foster brand
equity, nurture trust, and eventually lead to long-term relationship building. The
purpose of this study is to examine the concepts of “online customer experiences”
and “flow” and their mediating roles in influencing customers’ loyalty to a hotel
booking website. To achieve this goal, a theoretical model was developed, which
suggests that online flow in services includes both hedonic and utilitarian features.
According to the study results, hedonic and utilitarian features affect the flow
experience positively. The study results indicate that hedonic features have a
stronger effect on the flow experience compared with utilitarian features. The
findings imply that when customers experience flow in online hotel booking
services, they develop a sense of trust toward the website. Positive experiences
with the website enhance the brand equity. These findings can help researchers
and service providers understand the flow concept in online hotel booking services.

SOCIAL COGNITIVE THEORY (SCT)

According to Bandura (2011), In SCT, information is stored in schema. As
new information is internalized, it is compared with existing information and
knowledge. The schemas are then reorganized to accommodate the new
information and thought patterns are altered. Sensory input is stored for several

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
seconds, and the information disappears unless it is deemed important. If deemed
important, the information will be stored in short-term memory. If the information
continues to be important, it will be moved into long-term memory.

NETWORK THEORY -
According to Law (2012), Network theory studies relationships of all sorts,
whether between people, animals or things. Social network analysis is an
overlapping tool for learning about patterns that develop within social networks and
how they influence behavior. The "Harvard Business Review" reports on a social-
network study conducted at Columbia University. Researchers -- two of whom
authored the "Harvard Business Review" article -- found that that the success of
entertainment products is impossible to predict based on traditional factors such as
plot or star power because "hits" are the result of the influence consumers have
over each others decisions. Digital marketing channels such as Facebook, Twitter,
Foursquare and Groupon are useful in this regard, as they allow marketers to listen
to what consumers are saying, and they allow marketers to leverage the power of
influential users to spread messages throughout their networks. Research shows
that the most powerful users are those with the most influence across a number of
differentiated networks.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Conceptual Framework

INPUT: PROCESS: OUTPUT:

Demographic profile Survey Overall results of

of the respondents: acceptability of
a) Age guests on Property
b) Gender Management
c) Nationality System in Green
Scale of agreement: Sun Hotel in
a. Priority Makati.
b. Convenience
c. Accessibility
d. Mode of booking
e. Customer Service

FEEDBACK

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Research Paradigm

The study focuses on the impact of the property management system in Green
Sun Hotel to its guest. The input are the demographic profile of the respondents –
age, gender, and Nationality. The impact of the property management system in
Green Sun Hotel to its guest in terms of- Priority, Convenience, Accessibility, Mode
of Booking, and Customer Service. And What is the overall impact of property
management system in Green Sun Hotel to its Guests. The processes involved are
the survey. The output will be the overall results of acceptability of guests on
property management system in Green Sun Hotel in Makati.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Statement of the Problem

This research aims to evaluate the different response to the problem that we
presented, the following problems are :

4. What is the demographic profile of the respondents in terms of :

1.1 Age
1.2 Gender
1.3 Nationality

5. What is the impact of the Property Management System in in Green Sun

Hotel to its guests in terms of:
2.1 Priority
2.2 Convenience
2.3 Accessibility
2.4 Mode of Booking
2.5 Customer Service

3. What is the overall impact of Property Management System in Green Sun

Hotel to its guests?

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Scope and Delimitation

This research focused only to the ninety guests of Green Sun Hotel in
Makati City who experienced automated reservation system from December 2018
up to February 2018.
This study is limited only to the questions regarding the profile of

the respondents; Age, Gender, and Nationality and the impact of the property

management system in Green Sun Hotel in Makati City. In addition, the study is

also limited to the problems such as the swearing of an oath of secrecy and

indifference on the part of interviewees and respondents.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Significance of the Study

This research provides the information that we need to identify the benefits
of the following :

 to the Guests - Among all the beneficiaries of this research, we believe

that it is them who will take the most of the credit to the research we
conduct. They will benefit in this research because they are the ones who
interacts with the property management system they had.

 to the Employee - This research will also affect the employees because at
some point in the hotel scene, it will benefit their selves due to proper
training in order to handle this kind of occupation.

 To the Administration - The administration will also has to take part in

this research due to they are will be the ones to fund the property
management system in order to increase their profit and also their
popularity.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Definition of Terms

Accessibility - the ease with which a person can obtain needed care
(including advice and support) from the practitioner of choice within a time
frame appropriate to the urgency of the problem.

Convenience - the state of being able to proceed with something without

difficulty. 

Customer Service - is the support you offer your customers both before and

after they buy and use your products or services that helps them have an easy
and enjoyable experience with you.

Mode of Booking - refers to the ways of receiving the

accommodation booking through various communication system. 

Priority - something that is more important than other things and that needs to
be done or dealt with first.

Property Management - is the operation, control, maintenance, and oversight

of real estate and physical property.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
CHAPTER 2
RELATED LITERATURES AND STUDY

Local Literature
According to Castillo (2014), the importance of computerized systems to
the reservation and front office operations of mostly small to medium-size hotels in
the Province of Batangas, Philippines. One hundred reservation and front office
managers and employees from 10 hotels participated in the study by assessing the
importance of their existing computerized system to their sales and reservation,
guest registration, forecasting room status and room availability, through the use of
a survey questionnaire developed by the researchers. The gathered data were
analyzed with the aid of SPSS. Results show that the computerized system is very
important to the pre-identified hotel operations or functions whether during peak or
during lean season, although in most cases, the importance is more evident in
peak season than in lean season. In general, respondents from the different
groups of hotels find the computerized system important to their operations.
Nevertheless, findings also reveal that computerized system is more important
for hotels that are located along the coast than for those located off the coast, for
hotels in the First District of Batangas than for those in the other three districts, and
for four-star hotels than for three- or two-star hotels; but equally important for
hotels regardless of size in terms of number of rooms. It is recommended for other
hotels in Batangas, especially those along the coast and in the First District, to also
establish or acquire a computerized system for their operations and for those with

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
existing computerized systems to add important features for the improvement of
their systems.
As Stated by The Catalogue Horse21 (20l3), an online hotel Catalogue in
Philippine. The Microtel Inn & Suites by Wyndham Manila/At Mall of Asia is
strategically situated near SMX Convention Center, SM Mall of Asia and Ninoy
Aquino International Airport. It is near major business districts and tourist
destinations. It is easily accessible by private and public transport. The hotel has a
restaurant serving international cuisine and function room for 200 persons. The
swimming pool located at the roof deck will be operational soon. Free WIFI in
Lobby, Restaurant Only. Php 100/hour for in-room internet use. Free buffet
breakfast in all rooms. Hotel does not offer room only rate.
Microtel by Wyndham® stands out from other properties because of the system-
wide design of its buildings and furnishings that stress function, comfort, and
convenience, while at the same time meeting international quality standards.
The online system did not provide an instant booking system. Guests will have
to wait for confirmation within 24 hours after their booking. To enhance the current
system, system is developed to enables guest have availability checks and instant
confirmation of the booking. The purpose of this feature is to save valuable time
and to cut cost, as it will eliminate email exchanges between guests and
reservation department. Valuable reservations staff time is saved because
reservation requests will no longer have to be processed.
According to Shangri-La's Mactan Resort & Spa (20l3), a resort hotel
owned by Shangri-La Hotels and Resorts located at the island of Mactan, Cebu. It
was once the Philippines' largest resorts, equipped with 547 guest rooms and
suites. Shangri-La's Mactan Resort and Spa, Cebu received the “ASEAN Green

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Hotel Standard” at the ASEAN Tourism Forum 2008 held recently in Bangkok,
Thailand. Since it opened in October 1993, Shangri-La’s Mactan Resort and Spa,
Cebu has won various awards from international institutions such as Asia Money,
Business Traveller, Conde Nast, HotelClub.com, Smart Travel Asia, Time
Magazine, Travel Weekly (for “Best Spa”) and Zagat World’s Top Hotels, Resorts
and Spas.

Besides, the website also includes a fantastic function, which is virtual tour for
hotel. The places available in virtual tour are lobby, rooms, function rooms,
recreation, restaurant and bars. Visitors can use their computer mouse to navigate
around the hotel. For business person usage, the website provides a form for
quest to fill in their reservation details. In addition to room reservation, guests may
fill in another form to make special request for their reservation. The structure of
this website is well organized and easy to navigate through. Visitors may get a lot
of information from this website.

According to Aquino (2015), the importance of computer application is

increasing day by day. In the latest decades of the Millennium winning organization
are those which are willing to integrate business strategy and computer information
technology in plying their respective trades. The use of computer information
technology results for them to be able to develop products fast and make decisions
fast, ability to have fluid organization structures, able to cope with the demanding
work force and external environment by the rapid development of innovative
approaches and lastly using information system confirms the company’s mission
vision.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

One indisputable benefit of e-commerce is its ability to reduce transaction costs.

For consumers or buyers, this is most likely to take the form of lower search costs
and better information on products and prices. There could be drastic savings in
production and delivery costs of electronic or digital goods as well.

As stated by Lacson, Pasadilla (2015) e-commerce is mostly being

implemented by major retailers and multinational corporations for bank-to-bank
exchange. A number of Business-to-consumer transactions have emerged through
the years such as auctions, online shopping, and online banking. This just shows
that Filipino businesses welcome this new opportunity in selling goods since 16%
of the population is using Internet. This new marketing strategy will not only benefit
those big companies but also the small businesses who cannot afford to advertise
their products. Just by creating a website in a very affordable cost would make the
business grow in terms of sales and enhance the company image as well.

Foreign Literature
As stated by the Hotel Swiss-Garden Kuala Lumpur, (2018) The main
functions of Hotel Swiss-Garden online reservation system are to provide hotel
information and online room reservation. Visitors can get hotel information such as
location of hotel, room rates, room description and hotel facilities. The reservation
process required quest to fill their detail in reservation form. Reservation is
guarantee by giving the credit card details or by cash deposit. The layout of this
online system is clear and user-friendly. Guest can browse through the website to

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
get the information easily. The content of the website is up-to-date, with no
grammatical or spelling mistakes.
The user-friendly layout of system is a good example for the developed portal
to follow. This is to make sure that the visitors will feel comfortable or easy to
browse through the portal. The up-to-date contents, without grammatical or
spelling mistakes and broken links are to guarantee visitors can get the right idea.
This is a very important theory to apply in the developed system, as information is
crucial for potential quests.
The portal must make sure that potential quests get the correct information,
such as room rates and hotel location. This online system only shows the static
picture of the hotel room. Guests are not able to view the whole picture of the room
they are going to reserved and stay. A picture worth a thousand words. Instead of
giving plenty words to explain the room condition, it is more suitable for quest to
have a virtual tour on the room they are going to stay. This can increase their
satisfaction towards the room condition.
The online system of Swiss-Garden is fully organized by its developer. The
content of this system will need the website designer to update. As online
reservation system is part of the hotel’s property, hotel staff should have the
authority to handle the online system. There should be a way for them to update
the information themselves, without refer to the website designer. The online
system should provide contact information to allow quest to contact if they have
any questions or comments.
It is important to listen to the feedback from them, in order to enhance the
quality of hotel’s services .As conclusion, good characteristic of this online system
is applied in the developed to enables staff to organize their online reservation

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
system. The developed system is appeared to be more attractive, efficient and
dynamic.
According to the Marco Polo Guesthouse (2017), The core functions of
Marco Polo Guesthouse online reservation system are to provide online room
reservation, hotel information and tourist information. Visitors can get the
guesthouse information such as location, room rates, room description and other
facilities. In addition, guest can get the tourist information of the place where Marco
Polo Guesthouse is located. Marco Polo Guesthouse is located at Batu Ferringhi,
Penang. The online system had includes the traveling information of Batu
Ferringhi, and Pulau Pinang as well. This online system appears to have multi-
functions, in addition to online reservation system. Visitors may get know more
about the place they are going to stay, and have make sure they had a select a
right place to stay. The online system had stated out the contact person’s number
and email clearly. In case visitors have any questionnaires, they can call or write to
the contact person. Suggestions from guest are good to help the hotel business
growing.
Anyway, the online system did not provide an instant booking system.
Guests will have to wait for confirmation within 24 hours after their booking. To
enhance the current system, system is developed to enables guest have
availability checks and instant confirmation of the booking. The purpose of this
feature is to save valuable time and to cut cost, as it will eliminate email exchanges
between guests and reservation department. Valuable reservations staff time is
saved because reservation requests will no longer have to be processed. Although
the online system had included the picture for the bedroom, kitchen and dining
room, visitors only can view of it. With a more advance feature provide in

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
developed system, visitors will be able to view the whole room, for every angle of
the room. The current online system for Marco Polo Guesthouse did not include
the management for housekeeping. In addition to enhance the functionality of
developed system, a ‘Housekeeping’ features added for housekeeper to perform
their daily work.
As conclusion of this case study, system will be developed to have an instant
booking for the room and meals. There is a ‘back office’ for them to control the
content of the portal. This is to help hotel in better management of their reservation
and content of portal. The ‘Housekeeping’ features also hope to provide staff have
better management of daily work and be able to work on schedule.

According to Gates (2017), Development of information technology and

the creation of computer networks and the Internet have enabled a new way of

communication. The internet provides a better access to numerous sources of

information around the world, as well as direct communication with all users. ‘The

Internet is a collection of computer networks around the world and as such is the

largest computer system that millions of computer users can use and share all

kinds of information: numbers, text, sound and image.

As Stated by Dobre, Rady (2016), stated that ‘Contemporary business in

tourism market is characterized by the implementation of various booking systems

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
into business systems of travel agencies, hotel chains, airlines, car rental

companies and other participants in tourism product formation.

According to Jennifer Rowley (2017), information systems are a tool to

support management. Information systems are increasingly being used in

organizations with the objective of providing competitive advantage.

As Stated by Conrad Lashley and William Rowson (2016) suggested

that recent IT developments, offer new opportunities for tour operators. For

instance, several tour operators distribute electronic brochures and booking forms

through the Internet directly to consumers.

Synthesis of Literature
The purpose of review of related literature and studies is to study other
online system and analyze the system. By studying other system can help to
develop a more complete and efficient system. These studies discuss to apply in
developed system.

After reading the related literature, the researchers synthesize that every system
has its strengths and weakness. Online booking systems is basically the same,
which enables guest to make online room reservation. Some systems provide
other useful functions for the guest in addition to online reservation. The online
reservation system provides useful information. A new feature is added into the

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
develop system after studied other online system. The feature is to provide a ‘back
office’ for staff to manage the reservation of rooms, meals and packages. There is
also a feature for housekeeper to refer to their daily work schedule. The developed
system not only includes the existing functions of an online reservation system, but
also added in more features to enhance its functionality.

Local Studies
According to the study of Deanna and Fritz, (2016), stated that
Businesses who engaged into Information Technology have been observed to gain
a competitive edge in the field of Marketing in terms of accessibility, convenience
and availability. Since the internet is accessible by people globally. Information
Technology proves to enhance the way usual business transactions occur and
helps lessen the time and effort consumed by the company and customers. With
these, a good relationship with their consumers will be established and their
objective of increasing their sales will be achieved.
Based on the study of Roso (2016) that through internet, E-commerce
offers a simplified approach in business deals and gives a new option for selling
and buying the company’s products and at the same time not only selling and
buying of products but also advertising the site.
According to the study of Navarro (2016), stated that since the products
are available in the web, the more chances of gaining exposure to target
customers and can eventually encourage them to purchase an item. It’s the most
affordable way of advertising compared to some paid commercials that even small
businesses can easily implement.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Since most of the companies employ websites as one of their marketing
strategies, competitors are also spreading. The company must take into
considerations the key factors in order to have a successful online marketing
system starting from the target audience, web design, interface, security in terms
of payment and customer information, content and even the smallest details of a
website.

According to Dela Cruz (2017), installing an automated system will

improve customer service, and control inventory. This study focuses on the ability
to serve customers faster by automatically keying in items, and prices, the ease in
inventory control, and the accuracy of ordering items by itemizing products
purchased and ordered. The customers prefer to shop at stores or markets that
service them quickly. The new automated system to record products purchased
and calculate its cost will increase market abilities to serve customer in a better
way to a medium degree. Additionally, an automated inventory system would help
to increase efficiency and electiveness of monitoring the items.

Based on the Study of Petalio (2016), Automated System with Real-Time

Customer Feedback This study is all about making use of the development of
wireless technology and mobile phones in this time. The competition in restaurant
business has increased with advancements in food ordering techniques this
system implements wireless data access to servers. The Android application on
users’ mobile will have all the menu details. The order details from customers
mobile are wirelessly updated in central database and subsequently sent to kitchen
and cashier. The restaurant owner can also manage the menu modifications

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
easily. The wireless application on mobile devices provide a means of
convenience, improving efficiency and accuracy for restaurants by saving time,
reducing human errors and real-time customer feedback

Foreign Studies
According to Chrysanthos Dellarocas (2017), stated that through the

internet, individuals can make their thoughts and opinions easily available to a

global community of internet users and a growing number of users actively take

advantage of this opportunity.

Based on the study of Neuhofer, Buhalis & Ladkin (2015), co-creation

that tourist experience are “experiences that are not only passively staged but

rather actively shaped and created by the tourist consumer in conjunction with the

company”.

Whereas Srikanth Beldona (2016), state that “A significant model which

operationalize search modes based on the complexities of online pleasure travel

planning, is absent in travel marketing literature. Using multidimensional scaling,

this study visually plotted responses as to when travelers visited websites during

the travel planning process”.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Therefore as Clemens Puppe (2017), cited, it may be reasonable to

contend 24 that location-based engagement enables active interactions and

creates value to tourists’ onsite.

Based on Red Bee (2016) & Ulrike Gretzel (2016) state that the

introduction of new technologies has created a new type of consumer behavior

changing the way tourists search and find information about their destinations.

Although the use of social media indicates that communication patterns have

shifted from primarily traditional media to significant use of online computer-

mediated communication Alfredo Zappavigna (2017). Posts, comments and status

update may be used like a real-time conversation, a question inviting a 15

response or a simply statement to keep individual’s network alive Alleah Crawford

(2017).

Synthesis of Studies
The use of computer information technology results for everyone to be able
to develop products that make fast in decisions and have the ability to organize
structure such as the local and foreign literature. Information Technology involves
the application of computers and communication technologies in the tasks of
Information flow from the generation utilize levels. Information Technologies is an

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
educational uses for communicating others. The application that we may use is the
websites in the internet. All information that you want to know you can easily find it
because of the enhance information technologies. The related Literature in
Information technology in local and foreign mainly deals with computer application
that the common work environment today is totally dependent on computers. This
has led to the need to develop and constantly up grade dedicated computer like
project management. This includes storage and protection of content, processing,
and transmitting of dedicated information and the secured retrieval of information,
when as required. People have been processing data and information in some
from since prehistoric times. We also know that the world had become impossible
to move without Information Technology.
The technologies are developing day by day because of the fast growth of
our new technological field had made the world become better and fast moving
place. However, it was the development of the information technology that helps to
recently revolutionized in the tourism industry. It is based on the local and foreign
study. Because of the help of the related literature and study in information
technology the development of information technology advances in the use and
development of tools technologies and methodologies that have facilitated the
efficient getting of information and communication system in tourism, travel and
hospitality.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

CHAPTER 3
RESEARCH METHODOLOGY

Research Methodology

This chapter entailed to describe the research design and the methodology
used in conduct of this study. The researchers incorporate participants of the
study, the research instruments, the research procedures and the statistical
treatment of data used the research. This chapter shows how these data were
analyze, interpreted and presented the necessary data for the study in easy way.

Research Design

This study aimed to assess the impact of property management system in

Green Sun Hotel and its Guest in Makati. In order to properly analyze the
perception of the respondents in Green Sun Hotel, Makati, the proponents
conducted research by data approach and decided to gather the level of
acceptability to the survey.

Respondents of the study

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
The researchers conducted survey to the 90 guests at Green Sun Hotel to
stand up as their respondents.

Sampling Technique

The researchers used a probability sampling technique. A simple random

sampling technique used to determine the right amount of respondents in this
study. Random sampling is a part of the sampling technique in which
each sample has an equal probability of being chosen.
A sample chosen randomly is meant to be an unbiased representation of the total
population. Random sampling is the most appropriate sampling to determine the
impact of the property management system in Green Sun Hotel to its guest.

Research Instruments

The researchers adopt the satisfied random survey to this study. The
researchers also divided the population of the guests into smaller groups known as
their Age, Nationality, and Gender. In this study, a validated a self-made survey
questionnaire with graded scale treatments was used to archive the main objective
of the study. These were distributed to the guests of Green Sun Hotel to know the
level of acceptability to the impact of property management system in Green Sun

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Hotel in Makati; the questionnaire was structured in such way that the respondents
can answer it easily.

The questionnaire was divided into two (2) parts. The first part was
demographic profile to the respondents in relation to their Age, Gender, and
Nationality.
The second part was about the level of acceptability of the respondents Green Sun
Hotel in accepting our study. A scale 1-4, ranging from the degree of Strongly
Agree(1), Agree(2), Disagree(3), and Strongly Disagree(4) were used to rate the
respondents were requested to simply mark a check on the column that
corresponds to respondents answer. At the last part, researchers also open and
could leave to any recommendations or comments to add any suggestions from
any respondents. The respondents are requested to check the box that correspond
their answer.

Data Gathering

In this research, the researcher provided the use of questionnaires which

were design to accommodate the respondents. The questionnaires were
formulated based on the facts from internet, literature, and related studies to the
respondent acceptability. The researchers have gathered data from respondents
through the aid of the questionnaire which were administered by the researcher
themselves. The researcher tallied and tabulated the result of the frequency of the
items checked by the respondents

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Statistical Treatment of the Data

The researcher categorized the gathered data according to the problems

formulated in the research design for the purpose of presenting, summarizing and
analyzing the data. The following statistical treatments are used.

 Percentage
The percentage is used to interpret the gathered date from the responses of
the respondents on the questionnaire according to its profile variable such
as age, gender, nationality as well as their acceptability on the study.

On the other hand, the percentage of that item is computed by dividing it

with sum total number of respondents who participated in the survey. The
formula used in the application of the technique is:

P = F / N x 100
Whereas;
P = percentage
F= frequency
N= number of respondents
100 = constant value

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Age Percentage Rank

18 to 30 years
old 33 2
31 to 40 years
old 47 1
41 to 50 years
CHAPTER 4 old 20 3
Total 100  

PRESENTATION, ANALYSIS,
AND
INTERPRETATION OF DATA

Table 1

Distribution of Respondents According to Age of Guests

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 1 presents the distribution of respondents according to the age of the
guests. It can be presented, that 47 percent of the respondents belongs to the age
bracket of 31 to 40 years old. 33 percent belongs to the age bracket of 18 to 30
years old, while only 20 percent belongs to the age bracket of 41 to 50 years old.

Age

18 to 30 years
old
31 to 40 years
old
41 to 50 years
old

Table 2

Distribution of Respondents According to Gender of Guests

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 1  Gender Percentage Rank shows the

distribution of Male 63 1 respondents
Female 37 2
according to the gender of the guest.
Total 100  
It can be gleaned, that 63 percent of the
respondents are male and 37 percent
are female.

Gender

Male
Female

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 3

Distribution of Respondents According to Nationality of Guests

Nationality Percentage Rank

Filipino 59 1
American 28 2
Korean 13 3
Total 100  

Table 3 presents the distribution of respondents according to the

nationality of the guests. It can be gleaned, that 59 percent are Filipino, 28 percent
are Americans, and only 13 percent are Koreans.

Nationality

Filipino
American
Korean

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
A. PRIORITY

Table 4

Distribution of Respondents According to Priority the Guests

  Percentage Rank
Strongly Agree 51 1
Agree 47 2
Disagree 2 3
Strongly
Disagree 0 4
Total 100  

Table 4 shows the distribution of respondents according to the priority of guests. It

can be presented, that 51 percent responds to strongly agree, 47 percent agree
and only 2 disagree that guest should be prioritize.

Green Sun Hotel should have this kind of

management system

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 5

Distribution of Respondents According to Priority the Guests

  Percentage Rank
Strongly Agree 43 2
Agree 52 1
Disagree 5 3
Strongly
Disagree 0 4
Total 100  

Table 5 presents the distribution of

Manage guest demand
respondents according to guest
priority. It can be gleaned, that 52
Strongly Agree percent of the total respondents
Agree
agree, 43 percent of the total
Disagree
Strongly Disagree respondents strongly agreed, while
only 5 disagreed that manages
guest demands.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 6

Distribution of Respondents According to the guest priority

  Percentage Rank
Strongly Agree 53 1
Agree 43 2
Disagree 4 3
Strongly
Disagree 0 4
Total 100  

Table 6 shows the distribution of

Accommodates international and local
bookings respondents according to the guest
priority. It can be presented, that
Strongly Agree 53 percent of the total respondents
Agree
strongly agreed, 43 of the total
Disagree
Strongly Disagree respondents agreed, while only 4
percent disagreed on the
accommodates international and
local bookings.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
B. ACCESSIBILITY
Table 7

Distribution of Respondents According to Accessibility of Guests

  Percentage Rank
Strongly Agree 46 2
Agree 51 1
Disagree 2 3
Strongly
Disagree 1 4
Total 100  

This table and figure that out of 90 respondents, 46% are strongly agree,
51% are agree, 2% are disagree and 1% is strongly disagree to automate and
easy to book direct online.

Automated and easy to book direct online

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 8

Distribution of Respondents According to Accessibility of Guests

  Percentage Rank
Strongly Agree 49 1
Agree 46 2
Disagree 5 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 49% are strongly agree, 46% are
agree, and 5% are disagree to reliable to guest security.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Reliable to guest security

Table 9
Distribution of Respondents
Strongly Agree
Agree According to
  Disagree Percentage Rank Accessibility of
Strongly Agree
Strongly Disagree 50 1 Guests
Agree 49 2
Disagree 1 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 50% are strongly agree, 49% are
agree, and 1% are disagree to provide instant and easy way to check-in.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Provides instant and easy way to check-in

Strongly Agree
Agree
Disagree
  Percentage RankDisagree
Strongly
Strongly Agree 49 2
Agree 50 1
Disagree 1 3
Strongly
Disagree 0 4
Total 100  

C. CONVENIENCE
Table 10
Distribution of Respondents According to Convenience of Guests

This table and figure that out of 90 respondents, 49% are strongly agree,
50% are agree, and 1% are disagree to convenience of Property Management
System in Green Sun Hotel for newly-arrivals.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Property management system in Green Sun

Hotel is convenient for newly-arrivals

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 11
Distribution of Respondents According to Convenience of Guests

  Percentage Rank
Strongly Agree 37 2
Agree 57 1
Disagree 6 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 37% are strongly agree,
57% are agree, and 6% are disagree to convenience of Property Management
System of Green Sun Hotel in Makati City.

Green Sun Hotel has the most convenient

property management system in Makati City

Strongly Agree
Agree
Disagree
Strongly Disagree

45
 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Table 12
Distribution of Respondents According to Convenience of Guests

  Percentage Rank
Strongly Agree 42 2
Agree 53 1
Disagree 4 3
Strongly
Disagree 1 4
Total 100  

This table and figure that out of 90 respondents, 42% are strongly agree, 53% are agree, 4%
are disagree, and 1% is strongly disagree to monitor appropriately the guests status of
Green Sun Hotel regularly.

Green Sun Hotel monitors appropriately the

guests status regularly

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
D. CUSTOMER SERVICE
Table 13
Distribution of Respondents According to Customer Service for Guests

  Percentage Rank
Strongly Agree 49 2
Agree 50 1
Disagree 1 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 49% are strongly agree, 50% are
agree, and 1% is disagree to respond quickly in customer inquiries of guests.

The customer service responds quickly in

customers inquiries

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 14
Distribution of Respondents According to Customer Service for Guests

  Percentage Rank
Strongly
Agree 50 1
Agree 47 2
Disagree 3 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 50% are strongly agree, 47% are
agree, and 3% are disagree to have suitable knowledge of customer service in
Green Sun Hotel about Property Management System.

Green Sun Hotel customer service has a

suitable knowledge about their property
management system

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 15
Distribution of Respondents According to Customer Service for Guests

  Percentage Rank
Strongly Agree 56 1
Agree 41 2
Disagree 3 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 56% are strongly agree, 41% are
agree, and 3% are disagree to have initiative to handle guests complain in Green
Sun Hotel.

Green Sun Hotel has the initative to handle

guests complain

Strongly Agree
Agree
Disagree
Strongly Disagree

49
 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
E. MODES OF BOOKING
Table 16
Distribution of Respondents According to Modes of Booking of Guests

  Percentage Rank
Strongly Agree 46 2
Agree 52 1
Disagree 2 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 46% are strongly agree,
52% are agree, and 2% are disagree to pay bookings through online bank
accounts.

Paying bookings through online bank

accounts

Strongly Agree
Agree
Disagree
Strongly Disagree

50
 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 17
Distribution of Respondents According to Modes of Booking of Guests

  Percentage Rank
Strongly Agree 43 2
Agree 53 1
Disagree 4 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 43% are strongly agree,
53% are agree, and 4% are disagree to require the guarantee reservation.

Guaranteed reservation is required

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

Table 18
Distribution of Respondents According to Modes of Booking of Guests

  Percentage Rank
Strongly Agree 50 1
Agree 48 2
Disagree 2 3
Strongly
Disagree 0 4
Total 100  

This table and figure that out of 90 respondents, 50% are strongly agree,
48% are agree, and 2% are disagree to require reservation through online booking
agencies.

Reservations through online booking

agencies is a must

Strongly Agree
Agree
Disagree
Strongly Disagree

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
CHAPTER 5

SUMMARY OF FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

INTRODUCTION

SUMMARY OF FINDINGS

DEMOGRAPHIC PROFILE OF THE RESPONDENTS

D. AGE

On the conducted survey, it shows that 33% of the total respondents

belongs to the age bracket of 18-30 years old, 47% of the total respondents
belongs to the age bracket of 31-40 years old and only 20% of the total
respondents belongs to the age bracket of 41 years old and above.

E. GENDER

The gender, consist of 37% of the total respondents are female and 63%
of the total respondents are male.

F. NATIONALITY

In conducted survey, there are different nationality that consist of 53 or

59% are Filipinos, 25 or 28% are Americans and 12 or 13% are ranged are
Korean. Therefore, the majority of respondents in the demographic profile in
terms of nationality are Filipinos.

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College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Priority

Based on the conducted survey, 51% of the total respondents

Strongly Agreed that the Green Sun Hotel should have this kind of
management system, 52% agreed that the management should manage
guests demand, and 53% strongly agreed that the management should
accommodates international and local bookings.

Accessibility

As per the survey, 51% agreed to the automated and easy to book
direct online, 49 percent strongly agreed to the reliable guest security of the
management, and 49% strongly agreed that it provides instant and easy
way to check – in.

Convenience

Based on the conducted survey, 50% of the total respondents agreed

that the property management system in green hotel is convenient for
newly-arrivals, 58% of the total respondents agreed that green sun hotel
has the most convenient property management system in Makati city, and
53% of the total respondents agreed that green sun hotel monitors
appropriately the guests status regularly.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
Customer Service

As per the survey, 50% of the total respondents agreed to the

customer service can responds quickly in customer inquiries, 50% of the
total respondents strongly agreed that green sun hotel customer service has
a suitable knowledge about their property management system, and 56% of
the total respondents strongly agreed that green sun hotel has the initiative
to handle guests complain.

Modes of Booking

Based on the survey, 52% of the total respondents agreed that

paying booking through online bank accounts is convenient, 53% of the total
respondents agreed that guaranteed reservation is required, and 50% of the
total respondents strongly agreed that reservations through booking
agencies is a must.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management
CONCLUSION

In the light of the finding of the study, the following conclusions were drawn:

3. Profile of the respondents

Most of the respondents were at the young adult age. It is noteworthy that few

of the respondents were female. Dominating number of respondents were

Filipinos

4. . The Impact of the Property Management System

The respondents found that priority is a must system and should always listen

to the demands of the guest. Booking online is very convenient, accessible and

safe to use, particularly on international bookings, and to newly arrivals. Monitor

guest status and fast response to the guest is a must to the system. The

management is very responsible and knowledgeable to the system. In addition,

the management also has the initiative to always handle guest complains in

every form. The guests also find it so easy to pay books through online bank

accounts and they believed that this is a must to every reservation or booking

agency system. The property management system has a high impact to the

guest and they found it very acceptable.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

RECOMMENDATION

Based on the conclusion of the study, this study recommends the following;

4. The employees should always hear out the demands of the guests by giving them
feedback forms, this will serve as an information, inputs, and insights for what area
should be develop
5. The management or administration of the hotel must sustain the efficiency and
effectiveness of their system by the means of researching, benchmarking, and
training of their employees in order to retain their number of guest and the increase
of their sales.
6. The hotel guest may help the management, administration, and employees by
giving them the right feedback and appropriate complains about the system,
reservation, and bookings. This is to enhance the system and improved the lapses
of the hotel.

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 LYCEUM OF ALABANG
College of Tourism and Hospitality Management
Bachelor of Science in Hotel and Restaurant Management

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