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Guest Profile and Satisfaction Survey

The document presents a profile of guests, including demographics such as sex, address, type of guest, and purpose of stay, with a total of 30 respondents. It also evaluates the professional and social behavior of front desk employees, highlighting their communication skills, grooming, ethical behavior, and guest satisfaction metrics. The overall mean scores for various attributes indicate a generally positive perception of the front desk service and guest experiences.

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Rene Calcana
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We take content rights seriously. If you suspect this is your content, claim it here.
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37 views16 pages

Guest Profile and Satisfaction Survey

The document presents a profile of guests, including demographics such as sex, address, type of guest, and purpose of stay, with a total of 30 respondents. It also evaluates the professional and social behavior of front desk employees, highlighting their communication skills, grooming, ethical behavior, and guest satisfaction metrics. The overall mean scores for various attributes indicate a generally positive perception of the front desk service and guest experiences.

Uploaded by

Rene Calcana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd

Part I.

Profile
SEX ADDRESS
Sex Frequency Percentage Address Frequency Percentage
Female 18 60% Local 26 87%
Male 12 40% Foreign 4 13%
TOTAL 30 100% TOTAL 30 100%

TYPE OF GUEST PURPOSE OF STAY


Type of Guest Frequency Percentage Purpose of Stay Frequency Percentage
Family 7 23% Staycation 14 47%
Couple 10 33% Business 8 27%
Group 7 23% Holiday 7 23%
Solo 6 21% Others 1 3%
TOTAL 30 100% TOTAL 30 100%

AGE
Age Bracket Frequency Percentage
20-29 13 43%
30-39 8 27%
40 and above 9 30%
TOTAL 30 100%
PROFESSIONAL AND SOCIAL BEHAVIOR OF FRONT DESK
Good Communication Proper Grooming Ethical Behavior Intellectual Personality
Respondent Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9
1 4 3 4 4 4 4 3 4 4
2 4 4 4 4 3 3 4 4 4
3 4 4 3 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4
5 4 4 4 3 3 4 4 4 4
6 4 4 4 3 4 4 4 4 3
7 4 4 4 4 4 4 4 4 4
8 4 4 4 4 3 3 4 4 3
9 3 3 3 3 3 3 3 3 3
10 4 4 4 3 3 4 3 3 3
11 4 2 4 4 4 4 4 4 4
12 3 3 3 4 3 4 4 3 3
13 3 3 3 4 3 4 4 3 3
14 4 4 4 4 4 4 4 4 3
15 4 4 4 3 4 3 4 3 3
16 3 3 3 3 4 4 4 3 3
17 4 4 3 3 4 4 3 4 4
18 3 3 3 3 3 3 3 3 3
19 3 4 3 4 4 3 4 3 3
20 4 4 4 3 3 4 4 4 4
21 4 3 4 4 4 3 4 3 3
22 4 4 4 4 4 4 4 4 4
23 3 3 3 3 4 4 3 4 3
24 3 4 3 4 4 3 4 3 4
25 4 4 4 4 4 4 4 4 4
26 3 3 3 3 3 4 4 4 3
27 3 3 2 3 3 3 3 3 3
28 3 3 3 3 3 3 3 3 3
29 4 4 4 4 4 4 4 4 4
30 3 3 3 4 4 3 4 4 4
TOTAL MEAN
TOTAL SD

3.564444
0.514015
F FRONT DESK EMPLOYEES
Intellectual Personality Good Manners and Attitudes Emotional Attributes
Q10 Q11 Q12 Q13 Q14 Q15
4 4 3 4 4 4
4 4 3 4 4 4
4 4 3 4 4 4
4 4 4 4 4 4
4 4 4 4 4 4
4 4 4 4 4 4
4 4 4 4 4 4
4 4 4 4 4 4
3 3 3 3 3 3
3 4 4 4 4 4
3 3 4 4 4 3
3 3 4 4 4 3
3 3 4 3 4 3
3 4 3 3 3 3
3 3 4 3 4 3
3 3 4 3 3 3
3 3 3 3 4 3
3 3 3 3 3 3
3 4 3 3 4 3
3 3 4 4 4 4
4 3 4 3 4 3
3 4 3 4 3 4
3 3 4 4 4 3
3 3 4 3 4 3
4 4 4 4 4 4
3 4 4 4 3 3
3 2 3 2 3 3
3 4 3 3 3 4
4 4 4 4 4 4
4 3 4 4 3 3
GUEST SATISFACTION
Welcoming and Greetings Check-in and Check-out Processes
Respondent Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9
1 4 4 4 3 4 4 4 4 3
2 4 4 4 4 4 3 4 3 4
3 4 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4
5 4 4 3 4 3 3 4 3 3
6 3 3 3 3 3 4 4 4 4
7 4 4 4 4 4 4 4 4 4
8 4 4 4 4 4 4 3 3 4
9 3 3 3 3 3 3 3 3 3
10 4 4 4 3 4 3 4 3 3
11 4 3 3 3 4 4 3 3 4
12 3 3 3 3 4 4 3 3 4
13 4 4 3 3 4 4 4 3 4
14 4 3 4 3 4 4 3 3 4
15 3 3 3 3 3 3 3 3 4
16 4 4 4 4 4 3 3 4 3
17 3 3 3 3 4 4 3 3 4
18 4 4 3 4 3 4 3 3 4
19 4 3 3 3 4 4 3 3 4
20 3 3 3 3 3 4 3 3 4
21 4 4 3 3 3 4 3 3 4
22 4 3 4 3 3 4 4 3 4
23 3 3 3 3 3 3 3 3 4
24 4 3 3 3 3 4 3 3 4
25 4 4 4 4 4 4 4 4 4
26 4 4 4 4 4 3 3 3 3
27 3 2 3 2 2 2 2 3 3
28 4 4 4 4 3 3 3 3 4
29 4 4 4 4 4 4 4 4 4
30 4 4 3 4 3 4 4 4 4
TOTAL MEAN
TOTAL SD
Handling Guest Complaints and Requests
Q10 Q11 Q12 Q13 Q14 Q15
4 4 3 4 4 3
3 4 4 4 4 4
3 4 3 3 4 4
4 4 4 4 4 4
2 4 4 4 4 4
4 4 4 4 4 4
4 4 4 4 4 4
4 4 4 4 3 3
3 4 3 3 3 3
3 4 4 4 3 4
3 4 4 3 4 4
3 4 4 3 4 4
3 4 4 3 4 4
3 4 3 3 3 4
3 4 3 3 4 4
4 4 4 4 3 3
3 4 4 3 4 4
3 4 4 3 3 3
3 4 3 3 3 4
3 4 4 3 4 4
3 4 3 3 3 3
3 4 3 4 4 4
3 4 3 3 3 3
3 4 3 3 3 4
4 4 4 4 4 4
3 4 4 4 4 4
3 3 2 3 3 3
3 3 3 3 3 3
4 4 4 4 4 4
4 4 4 3 3 4

3.546667
0.528729
Respondents Sex Age Address Type of Guest
1 M 1 36 2 Local 1 Family
2 M 1 52 3 Local 1 Couple
3 F 2 32 2 Local 1 Couple
4 F 2 23 1 Local 1 Solo
5 F 2 27 1 Local 1 Couple
6 F 2 28 1 Local 1 Couple
7 F 2 24 1 Local 1 Group
8 F 2 26 1 Local 1 Couple
9 F 2 30 2 Local 1 Solo
10 M 1 30 2 Foreign 2 Couple
11 M 1 42 3 Local 1 Group
12 M 1 33 2 Local 1 Couple
13 M 1 26 1 Local 1 Couple
14 F 2 34 2 Local 1 Couple
15 M 1 38 2 Local 1 Solo
16 F 2 25 1 Local 1 Family
17 F 2 44 3 Local 1 Group
18 M 1 56 3 Foreign 2 Family
19 F 2 27 1 Foreign 2 Group
20 M 1 53 3 Local 1 Family
21 F 2 28 1 Local 1 Solo
22 F 2 29 1 Local 1 Group
23 M 1 40 3 Local 1 Couple
24 M 1 61 3 Local 1 Family
25 F 2 31 2 Local 1 Solo
26 F 2 23 1 Local 1 Family
27 F 2 41 3 Local 1 Group
28 F 2 25 1 Local 1 Solo
29 F 2 60 3 Foreign 2 Family
30 M 1 28 2 Local 1 Group

20-29

30-39
40 and above
Good Communication GC
Purpose of Stay Q1 Q2 Q3 GC
3 Holiday 3 4 3 4 3.67
2 Staycation 1 4 4 4 4.00
2 Staycation 1 4 4 3 3.67
1 Business 2 4 4 4 4.00
2 Staycation 1 4 4 4 4.00
2 Staycation 1 4 4 4 4.00
4 Holiday 3 4 4 4 4.00
2 Staycation 1 4 4 4 4.00
1 Business 2 3 3 3 3.00
2 Staycation 1 4 4 4 4.00
4 Business 2 4 3 4 3.67
2 Holiday 3 3 3 3 3.00
2 Staycation 1 3 3 3 3.00
2 Holiday 3 4 4 4 4.00
1 Staycation 1 4 4 4 4.00
3 Staycation 1 3 3 3 3.00
4 Holiday 3 4 4 3 3.67
3 Holiday 3 3 3 3 3.00
4 Business 2 3 4 3 3.33
3 Holiday 3 4 4 4 4.00
1 Business 2 4 3 4 3.67
4 Staycation 1 4 4 4 4.00
2 Staycation 1 3 3 3 3.00
3 Staycation 1 3 4 3 3.33
1 Business 2 4 4 4 4.00
3 Others 3 3 3 3 3.00
4 Business 2 3 3 2 2.67
1 Staycation 1 3 3 3 3.00
3 Staycation 1 4 4 4 4.00
4 Business 2 3 3 3 3.00

x bar 3.60 3.57 3.50 3.56


rank 1 2 3
SD 0.50 0.50 0.57 0.47

3.566667 3.6 3.57


2 1 3.60
0.504007 0.498273
PROFESSIONAL AND SOCIAL BEHAVIOR OF FRONT DESK EMPLOYEES
Proper Grooming Ethical Behavior Intellectual Personality
Q4 Q5 PG Q6 Q7 Q8 EB Q9 Q10
4 4 4 4 3 4 3.6666667 4 4
4 3 3.5 3 4 4 3.6666667 4 4
4 4 4 3 4 4 3.6666667 4 4
4 4 4 4 4 4 4 4 4
3 3 3 4 4 4 4 4 4
3 4 3.5 4 4 4 4 3 4
4 4 4 4 4 4 4 4 4
4 3 3.5 3 4 4 3.6666667 3 4
3 3 3 3 3 3 3 3 3
3 3 3 4 3 3 3.3333333 3 3
4 4 4 4 4 4 4 4 3
4 3 3.5 4 4 3 3.6666667 3 3
4 3 3.5 4 4 3 3.6666667 3 3
4 4 4 4 4 4 4 3 3
3 4 3.5 3 4 3 3.3333333 3 3
3 4 3.5 4 4 3 3.6666667 3 3
3 4 3.5 4 3 4 3.6666667 4 3
3 3 3 3 3 3 3 3 3
4 4 4 3 4 3 3.3333333 3 3
3 3 3 4 4 4 4 4 3
4 4 4 3 4 3 3.3333333 3 4
4 4 4 4 4 4 4 4 3
3 4 3.5 4 3 4 3.6666667 3 3
4 4 4 3 4 3 3.3333333 4 3
4 4 4 4 4 4 4 4 4
3 3 3 4 4 4 4 3 3
3 3 3 3 3 3 3 3 3
3 3 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4
4 4 4 3 4 4 3.6666667 4 4

3.57 3.60 3.58 3.60 3.73 3.60 3.64 3.47 3.40


2 1 2.5 1 2.5 1 2
0.50 0.50 0.42 0.50 0.45 0.50 0.35 0.51 0.50

2 0.50 3.6 3.733333 3.6 3.466667 3.4


1 0.50 2.5 1 2.5 1 2
0.498273 0.449776 0.4982729 0.507416 0.49827
3.60 2.5 0.50 3.47 1
3.73 1 0.45 3.40 2
3.60 2.5 0.50
MPLOYEES
Good Manners and Attitudes Emotional Attributes
IP Q11 Q12 Q13 MA Q14 Q15 EA Prof & Social
4 4 3 4 3.6666666667 4 4 4 3.80
4 4 3 4 3.6666666667 4 4 4 3.80
4 4 3 4 3.6666666667 4 4 4 3.80
4 4 4 4 4 4 4 4 4.00
4 4 4 4 4 4 4 4 3.87
3.5 4 4 4 4 4 4 4 3.87
4 4 4 4 4 4 4 4 4.00
3.5 4 4 4 4 4 4 4 3.80
3 3 3 3 3 3 3 3 3.00
3 4 4 4 4 4 4 4 3.60
3.5 3 4 4 3.6666666667 4 3 3.5 3.73
3 3 4 4 3.6666666667 4 3 3.5 3.40
3 3 4 3 3.3333333333 4 3 3.5 3.33
3 4 3 3 3.3333333333 3 3 3 3.60
3 3 4 3 3.3333333333 4 3 3.5 3.47
3 3 4 3 3.3333333333 3 3 3 3.27
3.5 3 3 3 3 4 3 3.5 3.47
3 3 3 3 3 3 3 3 3.00
3 4 3 3 3.3333333333 4 3 3.5 3.40
3.5 3 4 4 3.6666666667 4 4 4 3.73
3.5 3 4 3 3.3333333333 4 3 3.5 3.53
3.5 4 3 4 3.6666666667 3 4 3.5 3.80
3 3 4 4 3.6666666667 4 3 3.5 3.40
3.5 3 4 3 3.3333333333 4 3 3.5 3.47
4 4 4 4 4 4 4 4 4.00
3 4 4 4 4 3 3 3 3.40
3 2 3 2 2.3333333333 3 3 3 2.80
3 4 3 3 3.3333333333 3 4 3.5 3.13
4 4 4 4 4 4 4 4 4.00
4 3 4 4 3.6666666667 3 3 3 3.53

3.43 3.50 3.63 3.57 3.57 3.70 3.47 3.58 3.567


3 1 2 1 2
0.43 0.57 0.49 0.57 0.40 0.47 0.51 0.40 0.32

3.5 3.633333 3.56667 3.7 3.466667


3 1 2 1 2
0.57235 0.490133 0.56832 0.46609 0.507416
0.51
0.50 3.70 1 0.47
3.47 2 0.51
3.50 3 0.57
3.63 1 0.49
3.57 2 0.57
GUEST SATISFACTION
Welcoming and Greetings Check-in and Check-out Processes
Q1 Q2 Q3 Q4 Q5 WG Q6 Q7 Q8 Q9 Q10
4 4 4 3 4 3.8 4 4 4 3 4
4 4 4 4 4 4 3 4 3 4 3
4 4 4 4 4 4 3 4 4 4 3
4 4 4 4 4 4 4 4 4 4 4
4 4 3 4 3 3.6 3 4 3 3 2
3 3 3 3 3 3 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 3 3 4 4
3 3 3 3 3 3 3 3 3 3 3
4 4 4 3 4 3.8 3 4 3 3 3
4 3 3 3 4 3.4 4 3 3 4 3
3 3 3 3 4 3.2 4 3 3 4 3
4 4 3 3 4 3.6 4 4 3 4 3
4 3 4 3 4 3.6 4 3 3 4 3
3 3 3 3 3 3 3 3 3 4 3
4 4 4 4 4 4 3 3 4 3 4
3 3 3 3 4 3.2 4 3 3 4 3
4 4 3 4 3 3.6 4 3 3 4 3
4 3 3 3 4 3.4 4 3 3 4 3
3 3 3 3 3 3 4 3 3 4 3
4 4 3 3 3 3.4 4 3 3 4 3
4 3 4 3 3 3.4 4 4 3 4 3
3 3 3 3 3 3 3 3 3 4 3
4 3 3 3 3 3.2 4 3 3 4 3
4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 3 3 3 3 3
3 2 3 2 2 2.4 2 2 3 3 3
4 4 4 4 3 3.8 3 3 3 4 3
4 4 4 4 4 4 4 4 4 4 4
4 4 3 4 3 3.6 4 4 4 4 4

3.73 3.53 3.47 3.40 3.53 3.53 3.60 3.40 3.30 3.77 3.27
1 2.5 4 5 2.5 2 3 4 1 5
0.45 0.57 0.51 0.56 0.57 0.43 0.56 0.56 0.47 0.43 0.52

3.73333 3.53333 3.46667 3.4 3.53333 3.6 3.4 3.3 3.76667 3.26667
1 2.5 4 5 2.5 2 3 4 1 5
0.44978 0.57135 0.50742 0.56324 0.57135 0.56324 0.56324 0.46609 0.43018 0.52083
3.73 1 0.45 3.60 2 0.56
3.53 2.5 0.57 3.40 3 0.56
3.47 4 0.51 3.30 4 0.47
3.40 5 0.56 3.77 1 0.43
3.53 2.5 0.57 3.27 5 0.52
Handling Guest Complaints and Requests
CICO Q11 Q12 Q13 Q14 Q15 HGCR GUEST
3.8 4 3 4 4 3 3.6 3.733333
3.4 4 4 4 4 4 4 3.8
3.6 4 3 3 4 4 3.6 3.733333
4 4 4 4 4 4 4 4
3 4 4 4 4 4 4 3.533333
4 4 4 4 4 4 4 3.666667
4 4 4 4 4 4 4 4
3.6 4 4 4 3 3 3.6 3.733333
3 4 3 3 3 3 3.2 3.066667
3.2 4 4 4 3 4 3.8 3.6
3.4 4 4 3 4 4 3.8 3.533333
3.4 4 4 3 4 4 3.8 3.466667
3.6 4 4 3 4 4 3.8 3.666667
3.4 4 3 3 3 4 3.4 3.466667
3.2 4 3 3 4 4 3.6 3.266667
3.4 4 4 4 3 3 3.6 3.666667
3.4 4 4 3 4 4 3.8 3.466667
3.4 4 4 3 3 3 3.4 3.466667
3.4 4 3 3 3 4 3.4 3.4
3.4 4 4 3 4 4 3.8 3.4
3.4 4 3 3 3 3 3.2 3.333333
3.6 4 3 4 4 4 3.8 3.6
3.2 4 3 3 3 3 3.2 3.133333
3.4 4 3 3 3 4 3.4 3.333333
4 4 4 4 4 4 4 4
3 4 4 4 4 4 4 3.666667
2.6 3 2 3 3 3 2.8 2.6
3.2 3 3 3 3 3 3 3.333333
4 4 4 4 4 4 4 4
4 4 4 3 3 4 3.6 3.733333

3.47 3.93 3.57 3.43 3.57 3.70 3.64 3.55


1 3.5 5 3.5 2
0.35 0.25 0.57 0.50 0.50 0.47 0.33 0.30

3.93333 3.56667 3.43333 3.56667 3.7


1 3.5 5 3.5 2
0.25371 0.56832 0.50401 0.50401 0.46609
3.93 1 0.25
3.57 3.5 0.57
3.43 5 0.50
3.57 3.5 0.50
3.70 2 0.47

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