Central Luzon State University

College of Home Science and Industry

November 24, 2021

Name: Erika B. Guese

Course and Year Section: BSHM 1-1

Subject: HOSPM 1105: Fundamentals in Lodging Operations

Laboratory: Task Sheet #7

Assessment of Guests Experience in Housekeeping Department

Fairmont Makati

Fairmont Makati is a five-star luxury hotel centrally located in the Makati Central
Business District of Manila, Philippines. The hotel forms part of Ayala Center, a mixed-
use development complex comprised of malls, office buildings, and condominiums.
Fairmont is a distinctive luxury hotel brand of the Accor group. Fairmont Hotels &
Resorts is a global chain of luxury hotels that operates 76 properties worldwide, with a
strong presence in Canada.
 Central Luzon State University
College of Home Science and Industry
Department of Hospitality and Tourism Management
Bachelor of Science in Hospitality Management

These reviews summarization of guests are consists from the year 2018 to 2021.

Positive Summary Assessment of Guests Experiences in Housekeeping

Positive feedbacks from guests can have a good advantage of the Hotel; it will benefit
the Hotel’s revenue.

Most of the reviews are all about their stay during pandemic and Pre-Pandemic. The
Fairmont Makati follows COVID-19 Safety Protocols to discard all the germs and virus
that the guests approved. In terms of service and accommodation of the Fairmont
Makati, it is rated as 5 stars. Their service is outstanding, and the staff was
accommodating, always smiling when greeting and serving, friendly, welcoming, and
professional and offers best service in terms of giving the guests needs. The staffs were
very attentive in terms of dealing with their problems and needs. They also provide
medicine if the guests are not feeling well. It has perfect location where you can see
Malls and Restaurants. Fairmont Makati is surrounded by big malls, restaurants and
close to airport that is convenient for all guests.

In terms of Facilities, they offer high quality of facilities with superior services that make
the guest comfortable. They achieve the comfort that the guests need. The foods were
so delicious according to the guests. Facilities, food, shopping, you have the best
options at Fairmont Makati according to them. The hotel was clean and has good visual
that attracts the guests; they also enjoyed the pool, roof top bar, gym and spa. They
also recommend the Breakfast buffet that offers delicious food that the guests like, they
said that the buffet is surrounded by delicious breakfast and the staffs were attentive in
terms of their needs.

The guests also recommend that they should try the Fairmont Makati’s Spa excellent
massage and facilities. The hotel rooms were clean including the bathroom and have
high quality of amenities. Everything that you might need is provided by the hotel. The
Hotel’s concierge was attentive and served immediately the guests. The rooms’ facilities
and amenities were all good and have good room temperature control according to
some guests.

On the other hand, their Wi-Fi’s are fast and solid that would not interrupt the guests in
terms of having an online meeting and socializing. They were all treated equally as if
 Central Luzon State University
College of Home Science and Industry
Department of Hospitality and Tourism Management
Bachelor of Science in Hospitality Management

they are V.I.P’s. It is worth of the hotel guests’ payment that they are valued and give
best service. The Hotel also offer 20% discounts at Willow spa. Some loyal guests
always exceed the expectations from the hotel staffs at Fairmont Makati.

According to some guests, "Everything was excellent from front desk staff to concierge
to room service. Staffs were very respectful and attentive to the needs of the guests.
The place is elegant and close to everything you need, highly recommended." And "One
of the reasons why Philippines is known globally it's because of our hospitality industry
and Fairmont is one of the great contributors. With approachable and skilled staff, good
food, good location. And by the way, that was the softest pillow I ever had! Highly
recommended! Will definitely be back. "Overall reviews of guests are 5 star rated.

On the contrary, it has good facilities and amenities that made the hotel guests
experience comfort and relaxing stay. It has Good staff service.

Negative Summary Assessment of Guests Experience in Housekeeping

Negative reviews may affect the Hotel’s revenue and Brand name. Some guests have
troubles in considering the situations of the Hotel, we different temper in terms of
understanding the situations.

In terms of staff service and front desk service, some guests have terrible experience
during their stay. Some guests did not like the approach of the staffs at Fairmont Makati
during their stay. They said, the hotel has poor staff service. During Holiday season,
some guests did not receive service from the staff, saying they have a terrible stay.
Some guests waited for an hour just to tell them that their car is already at the lobby and
did not help with their baggages.

It has poor staff service according to some guests. Some staff will wait for the follow up
before serving the guests in need, it has awful service. According to some guests during
their stay at Fairmont Hotel, their room is not yet prepared and waited for hours before
checking-in and having troubles with the explanations of the front desk and room
service. Some guests were discriminated by the hotel staff, due to, can’t access the
hotel’s elevator because the V.I.P guest/s is using it.
 Central Luzon State University
College of Home Science and Industry
Department of Hospitality and Tourism Management
Bachelor of Science in Hospitality Management

Some guests had a problem dealing with the wrong boking of the front desk, instead of
booking a non-smoking room the front desk book it in smoking room. Some of the
housekeeping staff was rude, they are told to be quiet because the guests were
sleeping and still continues to be loud and rude the manager did not resolve the
problem knowing that the guests approach their problem.

In terms of buffets, some guests saying that they have a terrible experience at the Buffet
dinner due to the Buffet are out of Main dishes and desserts. The food was expensive
and some foods were served raw and overcooked. In terms of cards, some of the
guests are locked in, in the swimming pool rom saying that the card was deactivated
and the staff did not assist them right away. Some guests had a trouble with loyalty card
benefits, and the staff did not paid attention to it thinking that it is their loyal guests.

In terms of rooms, amenities and facilities, it has weak connection in different rooms,
and didn’t bother to check the problem with the guest. Some guests did not accord the
Accor points of the guests that booked their stay and it will take too much time to join
and fix the card points. A guest has to change 3 rooms because of the bad smell of the
room and hallway due to poor housekeeping.

Therefore, in overall bad reviews were all about poor staff service. Saying staffs were
rude and not attentive with dealing with hotel guests problems.

In conclusion, some Hotel have bad days and busy days, some staff and housekeeper
were busy, some cook have bad days, some guests do not consider the situations,
some guests can consider. We all have different ways of expressing our feelings in
good and bad situations. The major role for every Lodging Industry is all about Good
Professional Service.

References in Reviews;
 Central Luzon State University
College of Home Science and Industry
Department of Hospitality and Tourism Management
Bachelor of Science in Hospitality Management

https://www.fairmont.com/makati/