Valdez, Gilbert Jr. Pinol

Abstract:The study aimed to determine the level of customer relations strategies of the hotel industry in Vigan City and the significant relationship between the level of customer relations strategies and the profile. Descriptive correlational method of research backed up with informal interviews was used in the conduct of the study. Data were treated using frequency and percentage, mean and simple linear correlation analysis. The study found out that the majority of the respondents were of middle ages, females, single, graduated in college, and had attended training programs at the local level. Hotels operated as a corporation, within the commercial zone, had a source of capitalization that came from personal savings /earnings and loans, had been in operation for a decade, and employed a sufficient number of employees. The level of customer relations strategies of the hotel industry in Vigan City were very high. Listening and problem-solving skills were found out to have a significant relationship on the profile.In light of the findings and conclusions the following recommendations were forwarded: (1) Continue hiring employees that have a deep knowledge and understanding of customer relations, (2) Implement activities and programs, problem-solving simulation for the employees/personnel should be prioritized, and (3) Tie-ups/partnering with professional organizations, either international, national, regional/local, or with the academe with their expert services should be considered.

Keywords:customer relations strategies, hotel industry, teamwork, listening, communication.