Improving the refund process and procedures of Shangri-La the Fort, Manila

Date of Publication


Document Type

Insider Action Research

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations


Ramon V. Del Rosario College of Business


Management and Organization Department

Thesis Advisor

Denver Bingksi D. Daradar

Defense Panel Chair

Raymund B. Habaradas

Defense Panel Member

Karen Selina A. Aquino
Abigael D. Abis


This insider action research aided the proper dissemination, training, and guided compliance of the Front Office Department to the existing Hotel Policy Manual No. AR-012 Guest Refund on Credit Balance. Through co-inquiries, system analysis, and root cause analysis, the action researchers collaborated in order to address the issues arising from the lack of knowledge and training that resulted to delays on the timely process of the refund-initiated requests. Kaizen’s Continuous Improvement Approach, Usability, and RACI Matrix are the third-person frameworks used to guide the researchers in conducting the first and second cycle. The first cycle focused on training and reinforcing the policies and procedures to the Front Office Department as the identified majority requestors of guest refunds. Through the researchers’ interventions, the Front Office colleagues were able to gain proficiency on the refund process and execute the procedures to correctly raise a request for refund (RFR). After the successful evaluation of the first cycle through the Usability Evaluation, the team continued to take action for the second cycle which focused on the creation of an effective platform in communicating the submitted RFR status. The platform served as an accessible tool for colleagues within the Shangri-La Group to monitor the status of the refund requests, and assisted colleagues in giving an informed response to guest refund inquiries. This action research paved the implementation of the Hotel Policy Manual AR-012, and provided an effective way to collaborate as a means of setting the standards of behavior, conduct, and performance of colleagues aligned to Shangri-La’s Core Values.

Keywords: policy, procedure, refund, Kaizen, Continuous Improvement, Usability, RACI Matrix, Front Office

Abstract Format







System analysis; Rebates

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