Abstract
The purpose of this study is focused on the customer service delivery by staff of front office department of Sutera Sanctuary Lodges, at Kinabalu Park, Kundasang, and Sabah, Malaysia. It will look into the attitude, skills and knowledge of the staff on customer service delivery and its effect on customer satisfaction. There are gaps that were identified from the findings; the front line staff has English language issues. The low rating for knowledge and skills in their work area are a concern. As a three (3) Orchid rated lodges operation the standard and quality should not be compromised. There is a positive relationship of customer satisfaction and employee service delivery. Rating of poor service delivery has been noted in the survey in anticipating guests need with 1% below expectation, Speed and efficiency of check-in process with 1% rated below expectation, welcoming and greeting with 11% below expectation. This includes courtesy, helpfulness of staff and grooming all rated 4% in below expectation.
Highlights
The hotel industry today has been recognised as a global industry, with producers and consumers spread around the world
Primary Data is the type of data will be the main data or information used in evaluating the relationship between customer satisfaction and employee service delivery
The questionnaire was distribute at Sutera Sanctuary Lodges Front Office Department at Kinabalu Park, Kundasang, Sabah, Malaysia
Summary
The hotel industry today has been recognised as a global industry, with producers and consumers spread around the world. The use of hotel facilities such as rooms, restaurant, bar, nightclub is no longer considered to be a luxury. For many people this has become an integral component of lifestyle [1]. Today hospitality has grown more intense in competition providing increased choice, greater value for money and augmented level of service. There are many factors that is significant in the customer service satisfaction in the global economy today. For the hospitality industry to have the competitive edge is through service quality which is realized through employee-customer exchange, making service delivery by employee essential [2]
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