SAMAL ISLAND CITY COLLEGE

Da tu Ta g a niog, St. Brg y. Peña p lata

Island G a rd e n C ity o f Sa ma l
Province of Davao del Norte,Philippines

In Partial Fulfillment of the Course THC 005:

QUALITY SERVICE
MANAGEMENT
Eco-Lodge Operations and Sustainable Tourism Checklist

Submitted by Members:

BUDAS, RHENA
ESTOQUE, GERLIE
MATILAC, GREATCHEN

To
SIR DON JAE BONTIA

December 2023-
Rationale
The Garden City of Samal is known for its rich natural resources that attract tourists and
visit the place to relax and enjoy. Eco lodging plays a pivotal role in promoting environmental
conservation and sustainable tourism. They often utilize renewable energy sources, implement
water-saving measures, and employ eco-friendly construction materials. It helps in conserving
resources like water and energy while reducing waste generation. It is essential to make a
checklist to truly check the eco-lodge.

Quality service at an eco-lodge is about more than just comfort and amenities, it's about
offering a unique and sustainable experience while maintaining high standards of hospitality.
Implement eco-friendly measures like using renewable energy sources, water conservation,
waste reduction, and implementing sustainable building materials. Offer comfortable and
welldesigned rooms or cabins that blend with the natural surroundings without compromising
in comfort.

A potential service failure in an eco-lodge could range from issues related to sustainability
practices, and guest experience, to environmental impact. If the lodge faces a disruption in its
sustainable energy sources or water conservation methods, it could impact guests' experience
and the lodge's eco-friendly reputation. Regular maintenance and backup systems for
renewable energy sources can help prevent such failures. Communication with guests about
temporary disruptions and providing alternative solutions can also mitigate dissatisfaction.
Inadequate waste management leading to an increase in non-recyclable waste or improper
disposal methods can be a service failure. Service failures impacting guest comfort or
satisfaction, such as room cleanliness, quality of meals, or lack of eco-friendly amenities, can
affect the lodge's reputation. Regular training for staff on maintaining service standards,
prompt resolution of guest complaints, and actively seeking feedback to continuously improve
services are essential. Below is the checklist for good eco-lodge management.

QUALITY SERVICE CHECKLIST FOR ECOLODGE

A. Service Facilities
1. Cleaning of rooms/change of laundry YES NO MAYBE
• Daily room cleaning
• Daily change of towels on request
• Change of bed linen at least twice per week
• Change of bed linen daily or on request
 2. Dining Facilities
• Lunch time for at least two hours
• Dinner time for at least three hours
• Meals offered in room service at least till 22.00h
• Meals offered in room service for 24 hours
• Number of additional specialty restaurants opened at least
7 days per week

B. Leisure Facilities/Guest Arrangements

1. Health/Fitness/Well ness YES NO MAYBE
• Stone bath/Steam bath
• Sauna
• Massage available
• Rental service for sport equipment
• Wellness/Beauty parlor
• Library/Reading/Writing room
2. Complaint Management
• Complaints from guests are processed seriously
• Guests receive questionnaire on request
3. Classification Information
• Guests are given information on the classification standards
of the accommodation on request.

• Access to travel desk facilities

C. Additional In-House Facilities and Services

YES NO MAYBE

• Monitor/ color-TV with remote control

• Day light LCD projector with changeable lamp in every

conference room (min 2500 lm)

• Conference room(s) of at least 36 m2 to 100 m2

 • Security and /or insurance for guest property available

D. Environment Friendly Practices

1. Reception and Lobby YES NO MAYBE
• Provide pamphlets, posters, and pictures to highlight
the values of the local area or call visitors’ attention
to environment protection

• Provide information to guest about the hotel’s effort to

be environment-friendly

• Collect feedback and ideas from staff and guests on

hotel environment policy

• Designate smoking and non-smoking

guestroom/floors

• Air chamber at the hotel entrance for heat trap

• Introduce key-cards or main switches to cut off
electricity in unoccupied guestrooms

• Adopted power saving bulbs

• Made good use of day light and switch off the lights
during day time

• Decorates the hotel with green plants and flower pots

(natural plants and flowers should be appropriately
placed)

2. Guest Room
• Adjust temperature settings to ensure comfort level and
minimum energy use (for Air conditioner and water
heater)

• Keeps the doors and windows of air conditioned/Heated

areas closed

• Use shades and blinds to keep the direct sunlight

• Ensure that air conditioning or heater is switched off

or not used more than necessary in unoccupied
areas
 • Uses stickers or posters to invite guests to save
water/energy

• Encourage guests to reuse bed linen and towel

E. Waste management/ conservation of natural resources

YES NO MAYBE

• Water quality checked/treated

• Water being reused and recycled

• Devices put in place to save water

• Alternative energy sources are used for electricity

• Waste treatment in general - On site

• Native species are used in gardens and

surroundings of the eco-lodge
• There are signs in place to explain guests about the
natural environment

• The eco-lodge has a specific policy on

environmental issues including a mission statement

• Safety/health standards are used

F. Guest Arrival

YES NO MAYBE

• Position a vibrant and visible welcome sign

at the entrance.

• Have a printed or electronic guest list ready

for efficient check-in.

• Set up a well-organized registration table

with friendly staff.

• Have refreshments or catering options

accessible for guests
• Create a welcoming atmosphere with
suitable decorations.
 • Assign staff or ushers to assist guests as
needed
• Display emergency contact information
prominently.
• Prepare and distribute gift bags or
giveaways if applicable.

• Communicate clear directions for parking

to guests.

G. Post - Stay Engagement

YES NO MAYBE

• Send a personalized thank-you email

expressing gratitude for their stay.

• Encourage guests to share feedback

on their experience through a survey.

• Engage with guests on social media,

thanking them and sharing highlights.

• Promptly ask guests to leave a review

on relevant platforms.

• For premium services, consider a

follow-up call to ensure satisfaction and
address any concerns.

• Invite guests to join a loyalty program

for additional perks.

• Note important dates from their stay

and send personalized messages on
those occasions.
• Offer a surprise gift or discount as a
token of appreciation for their loyalty.

• Be responsive to any post-stay

concerns and resolve issues promptly.