Impact of Front Office Guest Cycle, on Guest Satisfaction & Staff Attitude

Impact of Front Office Guest Cycle, on Guest Satisfaction & Staff Attitude

Rimjhim Neog*  Soumyadeep Roy ** Shama Baa***

Abstract:

The front desk of a hotel is critical to guest happiness. Throughout the guest life cycle, the front desk personnel has the greatest contact with guests. Guests are more likely to return to the hotel or leave a positive review if the front desk operations personnel makes a good impression. In other words, the front desk has a direct impact on the hotel's success. According to the findings of different surveys, creative methods, service quality, courtesy, competency, and responsiveness (CCR) of personnel have a beneficial impact on client satisfaction levels in the hotel. Employees at the front desk are the hotel's face and one of its most significant divisions, and their performance is critical to clients' first impressions. Various research findings show that competence has a significant impact on a negative first impression, friendliness and service attitude have a significant impact on a positive first impression, and both positive and negative first impressions have a significant impact on customer satisfaction with the check-in experience. The outcomes of this research are intended to aid in the creation of future management training for new hotel personnel.

Key words:  Guest, Happiness, Satisfaction, Innovative, Service quality, Attitude.