Master Thesis

This study explores the correlation between room revenue performance and guest satisfaction at a selected 5-star hotel in Manila, Philippines, during its pandemic transition phases from January 2018 to December 2023. The research employed a correlational design, incorporating both quantitative data from the hotel's revenue performance and guest satisfaction surveys. These were categorized into three primary phases: 'Pre-Pandemic,' Pandemic,' and Post-Pandemic." The findings highlight the interconnectedness of financial performance and guest satisfaction in driving overall hotel success. A significant positive correlation was found between the selected hotel's room revenue performance and the level of guest satisfaction, highlighting the symbiotic relationship between financial success and guest satisfaction. The study contributes to the development of a strategic revenue management program tailored to the unforeseen challenges faced by Philippine hotels. This program, designed to optimize revenue performance by enhancing guest satisfaction during all phases of a pandemic, is expected to significantly contribute to the hotel industry, particularly in preparing for and managing future crises.