Century Park Sheraton is one of the best hotels in the Manila.

It has distinctive facilities, highly

personalized services and exceptional food and beverage. It was facing two 5 stars hotel as direct
competitors. Even though it is luxury hotel, the CEO does not satisfy with the hotel quality. Therefore, he
introduced a total quality initiative in terms of leadership and coordinated planning and execution. They
spend a lot of time to improve the hotel. Whenever a customer complains, they take an action
immediately. Because of their improvement, the customers rate their stays as a “memorable visit”
exceeding their expectation.-100

The Century Park Sheraton Manila emphasized their quality through customer who will satisfy their
service. They improved their leadership thorough gathering information and coordinated planning and
execution. They also trained their employees very well. So that, whenever a customer complain they
know how to take an action and how to satisfy the needs of the customers without waiting for
management direction. Every week they review the performance and set standards in the hotel. They
spend a lot of time to improve the hotel. As the result of their improved quality, they earned the
industry-best ranking in the five star category.

Because of the quality initiatives of Century Park, they earned the industry-best ranking in five star
categories. Also, the survey indicates that 90% of the Century Park Sheraton customers rate their stays
as a “memorable visit” exceeding their expectation. According to Agonda .com where you can see the
reviews about Century Park Hotel. They said that the hotel rooms is big and clean, the location of the
hotel is good, the staff are very professional and the service of the hotel is fast and organized . Even
though some customers stayed just one night, the hotel got a good feedback.

The Century Park hotel can improve their quality more. Through treating their customers like a VIP
regardless of their status, creating a positive start for the new employees even though they are in a low
position they need to treat well and support them to achieve better job performance and the owners
should listen to his/her employees’ suggestion because eventually they can help to improve the hotel
quality. To attract more customers from their competitors they need to offer some discount or special
promos, advertise more through radio, television, billboard and magazine, and lastly have a closer
relationship with the customers.

Century Park earned the industry-best ranking in the five star category because they improved their
quality initiative in terms of leadership, planning, and execution. Also, they trained their employees very
well so, whenever a customer has a problem they know how to handle it. Because of their
improvements, many customers attracted not just the Filipino but also the foreigner. They received a lot
of good feedback from their customers even though they just stayed for one night. They have so many
competitors, but they showed that they can improved and keep pace to the other hotels in the Manila.