Abstract
In hotel industry, role of human resources is crucial compared to other industries. The guest service orientation and attitude toward hotel guest may differ in communication or guest support divisions based on overall satisfaction level of employees. Therefore, to induce guest-oriented services, hotels need to train all employees on guest related service. Through regular education, hotels should promote service orientation for internal guest and improve guest satisfaction and service quality. Furthermore, hotels should improve service education in a response to trends and the businesses should be able to respond to changing hotel industry environment.
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