Track: Undergraduate Student Paper Competition

Abstract

The Philippines is one of the world's most well-known tourist destinations, with hotels and services located all over the country. Due to the current pandemic crisis's demands, hotel management's current system has struggled to keep up with the new normal, resulting in significant changes and the loss of some business scope and profit. The researchers used design thinking to empathize with the people, identify the problem, and create solutions that resolved the difficulties and customer experience at the hotels. In conducting the methodology, there was a significance related to health limitations and mandated protocols, manual registration, waiting time, a shortage of staff and workloads, customer satisfaction, and advertising, which were the most prevalent difficulties in the current manual process of hotels and most of the computerized hotel systems that were experienced by using the first design thinking method, Empathize. The researchers utilized Personas, Points of View (POVs), and How Might We (HMWs) to identify the results through the problems and needs from the general idea of the empathizing method. The results of using the design thinking methodology were having an improved system with an efficient database and information systems design regarding hotel management with the emergence of compliance on health protocols and requirements, lessened waiting time, efficient workplace, customer satisfaction, and effective advertisement were attained. Therefore, the researchers conducted system planning, analysis, and design by addressing challenges in developing functionality design into the User Interface, aided by reports and interviews with hotel employees and customers.