ABSTRACT
The hotel industry offers a range of luxury to budget hotels to cater for different clienteles. This study is focusing on a mid-range hotel, operating a coffee house in its premise. The mid-range hotel offers limited services to its guests; reasonable room rates and a wide choice of meals at a reasonable price. This study determined the utilization of Potential Operating Efficiency (POE) in a hotel coffee house, in terms of quality of service that guests are expecting within a mid-range hotel, especially in managing waiting time. In addition, other factors such as service environment that might influence guests to stay and dine in the hotel were examined. Likewise, POE will assist staff to become more efficient in discharging their duties. Qualitative techniques were employed in the data collection process, analysis and discussion of findings. The researchers conducted focus group and personal interviews with the staff and guests to get first-hand information. A thematic analysis was used in getting a more comprehensive understanding among the various themes found after intense transcribing and coding were established. The results of the study generally indicate that, the management of the hotel needs to provide practical and conducive working environment and providing regular training for the staffs to increase their product knowledge and overcome communication problems.
