ISSN: 2456-9348 Vol (03) _Issue (09) Impact Factor: 4.520 International Journal of Engineering Technology Research & Management IJETRM (http://ijetrm.com/ ) [39] CASE STUDY ON CUSTOMER SATISFACTION IN THE SERVICES AND FACILITIES OF A BOUTIQUE HOTEL : EVIDENCE FROM THE PHILIPPINES Dr. Dennis A. Sandoval, CMC , IVPF, DBE, CPA Certified Management Consultant International Visiting Professorial Lecturer, Royal Institution-Singapore Diplomate in Business Education, Philippine Academy of Professionals in Business Education Quezon City, Philippines ABSTRACT: Improving guest experience in hotels is one of the most effective and yet least explored ways of building a hotelier’s business. When done right, hotel customer satisfaction goes a long way in gaining their loyalty. This, in turn, has a direct and positive impact on a hotel company’s revenue, online reputation as well as word -of- mouth marketing. At a time when of increasing customer demands and higher customer expectations, the most successful hotel brands are those that are able to consistently deliver constantly improving levels of customer satisfaction. Hotel brands that stand out are those that are able to meet both the expressed and the unexpressed needs of customers. Delivering exceptional customer satisfaction begins with understanding who the customer is, anticipating what their needs are likely to be and then creating an environment that meets and exceeds those needs. Keywords: amenities, boutique, hotelier, word-of-mouth INTRODUCTION In marketing, a service is the non-material equivalent of a good. Service provision has been defined as an economic activity that does not result in ownership, and this is what differentiates it from providing physical goods. It is claimed to be a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets. By supplying some level of skill, ingenuity, and experience, providers of a service participate in an economy without the restrictions of carrying stock (inventory) or the need to concern themselves with bulky raw materials. On the other hand, their investment in expertise does require marketing and upgrading in the face of competition which has equally few physical restrictions. A service business like Hotel is marketable. Aside from gaining profit, they somehow help by protecting their customer especially the tourists. By this way of helping the customers, this kind of business helps a lot in our economy. Aside from paying taxes, it helps in promoting tourism by giving its foreign customers a safe place to stay and by offering them the best service a hotel can give. Some other customers come back to our country not because of our natural resources but simply because they want to feel the safety and good service given to them by the hotel. Different hotels have their own unique designs but customers mostly feel the services and the efficiency they provide and its efficiency. Some may have cheaper prices but their customers do not attempt to book in it again. Why? It is because of poor, inefficient and lame services. Customers may judge hotels by its services that is why hotels should be more emphasizing its services than the price and beauty they have. In the heart of a vibrant district in Quezon City stands a quality hotel through its services for the price- conscious guest. Hotel C brings historical spots, food establishments, shopping centers, and business districts well within your reach. With a 100% Filipino workforce, Hotel C prides itself in offering excellent amenities and first-class service at economy rates. Its rooms make you feel at home. Cozy and comfortable, standard and Superior rooms at Hotel C have all the basic amenities to ensure your stay is as convenient as possible. Its staff has taken great efforts to ensure your room is well-kept and has all the ingredients for a good night's sleep, whether in single or twin-bedded configurations. The Hotel C has 60 accommodating rooms, this 60 rooms are consists of 20 standard rooms, 20 superior, 15 deluxe and 5 executive suites. Unlike other hotels in Quezon City’s busy streets, Hotel C accords guests with world-class service and a touch of renowned Filipino hospitality. From its comfy accommodations to our first-class facilities, everything is packaged to deliver beyond your expectations.