LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
GUESTS LEVEL OF EFFECTIVENESS ON THE AUTOMATED RESERVATION
SYSTEM OF GREEN SUN HOTEL IN MAKATI CITY
A Thesis Study Presented to the
Faculty of College of Tourism and Restaurant Management
In Partial Fulfillment of the Requirements for the
Degree of Bachelor of Science in Hotel and Restaurant Management
By
Jude O. Lamela
Kenny P. Macatiag
Gabriel Angelo G. Justado
Vince Gerold B. Solomon
Moises Flores
Kyle Mathew Pregonero
March 2018
APPROVAL SHEET
i
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
The thesis entitled “GUEST’S LEVEL OF EFFECTIVENESS ON THE GUEST
ONLINE REGRISTRATION OF CITY OF DREAMS, MANILA”, prepared and submitted
by JUDE O. LAMELA, KENNY P. MACAITAG, GABRIEL ANGELO G. JUSTADO,
VINCE GEROLD SOLOMON, MOISES FLORES, KYLE MATHEW PREGONERO, in
partial fulfillment 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 fulfillment 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
Chairman Dean, CTHM
ACKNOWLEDGEMENT
EDITTT THISSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
ii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
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 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
DEDICATION
iii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
HGDHASGDHJAGDHJSAHDJGAJHSDGAHJSGDHJA@^^%
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.
THESIS ABSTRACT
iv
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
Title : GUESTS LEVEL OF EFFECTIVENESS ON THE AUTOMATED
RESERVATION SYSTEM OF GREEN SUN HOTEL IN MAKATI
CITY
Authors : Lamela, Jude O.
Macatiag, Kenny P.
Solomon, Vince Gerold
Justado, Gabriel Angelo
Flores, Moises
Pregonero, Kyle Mathew
Degree : Bachelor of Science and Hospitality Industry
Adviser : Prof. Eva Paula Bhady
Institution : Lyceum of Alabang
Km 30 National Road, Tunasan, Muntinlupa City
The main purpose of this study is to……
SUMMARY FINDINGS
DEMOGRAPHIC PROFILE OF THE RESPONDENTS
A. GENDER
The gender consist of 33 or 37% of the respondents are female and 57 or 63% of
the respondents are male in given survey
v
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
B. AGE
In conducted survey, it shows that 30 or 33% of respondents ranged of age by
18-30 years old, 42 or 47% ranged of age by 31-40 years old and 18 or 20% of
respondents are 41 and above of years of age. In total of 90 respondents, mostly
age are ranged between 31 to 40 years.
C. NATIONALITY
In conducted survey, there are different nationality respondents 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.
DEMOGRAPHIC LEVEL OF GUEST EFFECTIVENESS
A. Reistration
This research comes out of 90 respondents, 46% are strongly agree, 51% are agree,
2% are disagree and 1% is strongly disagree to automated reservation system of Green
Hotel in Makati City
vi
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
B. Conveiennce
This research comes out of 90 respondents, 37% are strongly agree, 57% are agree,
and 6% are disagree to convenience of Automated Reservatio System of Green Sun
Hotel in Makati City.
C. Accessibility
This research comes out of 90 respondents, 50% are strongly agree, 49% are agree,
and 1% are disagree to provide for the accessibility of Automated Reservation System
of Green Sun Hotel in Makati City
D. Mode of booking
This research comes out of 90 respondents, 46% are strongly agree, 52% are agree,
and 2% are disagree to pay different mode of booking through Green Sun Hotel’s
Automated Reservatio System
E. Customer Service
This research comes 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 Automated Reservation System
vii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
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
1.2Gender
1.3 Nationality
viii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
2. What is the guest level of effectiveness on the automated reservation system
of Green Star Hotel in Makati City:
2.1 Registration
2.2 Convenience
2.3 Accessibility
2.4 Mode of Booking
2.5 Customer Service
3. What is the overall guest level of effectiveness of on the automated
reservation system of Green Star Hotel in Makati City?
Conclusion
The survey shows therefore that the most of the respondents were 31-40 year
old at the time of the survey. In the survey data, it implies therefore that the majority of
the guests of Green Sun Hotel were females which are outnumbered the males. It
shows that most of that most of the respondents of this study are the guest of Green
Sun Hotel. The survey shows that the study was accepted and the level of acceptability
is high with the mean percentage
Recommendations
Our group came up with idea for our research study to understand the
importance of Property Management System in Green Sun Hotel. This research shows
how it is prioritize, convenient and how accessible it is.
ix
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
TABLE OF CONTENTS
TITLE PAGE
APPROVAL SHEET
ACKNOWLEDGEMENT
DEDICATION
x
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
ABSTRACT
CHAPTER 1: THE PROBLEM AND ITS BACKGROUND
Introduction.............................................................................................................. 1
Background of the Study...........................................................................................2
Theoretical Framework.............................................................................................3
Conceptual Framework.............................................................................................4
Statement of the Problem..........................................................................................5
Scope and Delimitation..............................................................................................6
Significance of the Study...........................................................................................7
Definition of Terms....................................................................................................8
CHAPTER 2: RELATED LITERATURE AND STUDY
Local Literature………………………………………………………...…………………9
Foreign Literature....................................................................................................10
Synthesis of Literature.............................................................................................11
Local Studies...........................................................................................................12
Foreign Studies.......................................................................................................13
Synthesis of the Study.............................................................................................14
CHAPTER 3: RESEARCH METHODOLOGY
Research Design.....................................................................................................15
Respondents of the Study.......................................................................................16
Sampling Technique................................................................................................17
Research Instrument...............................................................................................18
Data Gathering........................................................................................................19
Statistical Treatment of the Data.............................................................................20
xi
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
CHAPTER 4:
PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA....................21
CHAPTER 5: SUMMARY, CONCLUSION AND RECOMMENDATION
SUMMARY OF THE FINDINGS..............................................................................22
CONCLUSIONS......................................................................................................23
RECOMMENDATIONS...........................................................................................24
REFERENCES........................................................................................................25
COMMUNICATION LETTER..................................................................................26
CURRICULUM VITAE.............................................................................................27
LIST OF TABLES
Table 1.1 Distribution of Respondents According to Age of Guests
Table 1.2 Distribution of Respondents According to Priority the Guest
Table 1.3 Distribution of Respondents According to Nationality of Guest
Table 4.1 Distribution of Respondents According to Priority the Guests
Table 4.2 Distribution of Respondents According to Priority the Guests
Table 4.3 Distribution of Respondents According to Priority the Guests
Table 4.4 Distribution of Respondents According to Accessibility of Guests
Table 4.5 Distribution of Respondents According to Accessibility of Guests
Table 4.6 Distribution of Respondents According to Accessibility of Guests
Table 4.7 Distribution of Respondents According to Convenience of Guests
Table 4.8 Distribution of Respondents According to Convenience of Guests
Table 4.9 Distribution of Respondents According to Convenience of Guests
xii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
Table 4.10 Distribution of Respondents According to Customer Service for Guests
Table 4.11 Distribution of Respondents According to Customer Service for Guests
Table 4.12 Distribution of Respondents According to Customer Service for Guests
Table 4.13 Distribution of Respondents According to Modes of Booking of Guests
Table 4.14 Distribution of Respondents According to Modes of Booking of Guests
Table 4.15 Distribution of Respondents According to Modes of Booking of Guests
LIST OF FIGURES
Figure 1.1 Distribution of Respondents According to Age of Guests
Figure 1.2 Distribution of Respondents According to Priority the Guest
Figure 1.3 Distribution of Respondents According to Nationality of Guest
Figure 4.1 Distribution of Respondents According to Priority the Guests
Figure 4.2 Distribution of Respondents According to Priority the Guests
Figure 4.3 Distribution of Respondents According to Priority the Guests
Figure 4.4 Distribution of Respondents According to Accessibility of Guests
Figure4.5 Distribution of Respondents According to Accessibility of Guests
Figure 4.6 Distribution of Respondents According to Accessibility of Guests
Figure4.7 Distribution of Respondents According to Convenience of Guests
Figure 4.8 Distribution of Respondents According to Convenience of Guests
Figure 4.9 Distribution of Respondents According to Convenience of Guests
Figure 4.10 Distribution of Respondents According to Customer Service for Guests
xiii
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
Figure 4.11 Distribution of Respondents According to Customer Service for Guests
Figure 4.12 Distribution of Respondents According to Customer Service for Guests
Figure 4.13 Distribution of Respondents According to Modes of Booking of Guests
Figure4.14 Distribution of Respondents According to Modes of Booking of Guests
Figure 4.15 Distribution of Respondents According to Modes of Booking of Guests
xiv
LYCEUM OF ALABANG
College of Tourism & Hospitality Management
Bachelor of Science in Hotel Restaurant Management
xv
