'Luxury fades but gracious service leaves a lasting impression'

This made us reflect on the importance of consistency, empathy, and timely service qualities that guests notice immediately. It also reminded the responsibility that hospitality professionals carry in creating positive experiences. This activity strengthened our appreciation for the value of genuine and attentive service, and it motivated our group to practice these principles in our future career. 

Based on our evaluation of Okada Manila using the SERVQUAL model, the findings show that the hotel delivers a generally high standard of service, especially in terms of its physical facilities, staff professionalism, and overall guest comfort. Through this evaluation, we gained a deeper understanding of how service quality impacts customer satisfaction in the hospitality industry.