Year: 2024
Type: article
Abstract: A hotel's Front Office plays a crucial role in ensuring guest satisfaction and providing a positive experience. As the first point of contact between the guest and the hotel, the Front Office holds the key in shaping the initial impression that greatly influences the overall guest experience during the stay. This study aims to analyze the strategic role of Front Office in a hotel in improving guest experience and hotel operational efficiency. This study covers the main functions and responsibilities of the Front Office, such as welcoming guests, handling complaints, and adopting technology to speed up the service process. In this hotel, the Front Office not only plays a role in improving customer satisfaction, but also optimizes hotel operations by reducing administrative errors, speeding up the check-in/check-out process, and reducing queues. The use of digital technologies, such as property management systems (PMS), is proven to improve the work efficiency of Front Office staff as well as strengthen relationships with guests through personalized services.A hotel's Front Office plays a crucial role in ensuring guest satisfaction and providing a positive experience. As the first point of contact between the guest and the hotel, the Front Office holds the key in shaping the initial impression that greatly influences the overall guest experience during the stay. This study aims to analyze the strategic role of Front Office in a hotel in improving guest experience and hotel operational efficiency. This study covers the main functions and responsibilities of the Front Office, such as welcoming guests, handling complaints, and adopting technology to speed up the service process. In this hotel, the Front Office not only plays a role in improving customer satisfaction, but also optimizes hotel operations by reducing administrative errors, speeding up the check-in/check-out process, and reducing queues. The use of digital technologies, such as property management systems (PMS), is proven to improve the work efficiency of Front Office staff as well as strengthen relationships with guests through personalized services.
Source: Figshare
Author: khaliya, naifa
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6902117557
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