Front Office Services Research Articles

A LIGAÇÃO ENTRE A CAPACIDADE DE INTERAÇÃO PROATIVA COM O DESEMPENHO DA EQUIPE DE TRABALHO EM HOTÉIS CINCO ESTRELAS

Objective: This research aims to use proactive interaction capability as a mediating variable for the influence of knowledge sharing on work team performance. Method: This research method was developed in a causal research design in which research hypotheses will be tested, with the aim of identifying causal relationships between variables. The population in this study were all department managers in the 5 Star hotel industry in West Java with a sample of 22 hotels. These departments include Front Office, Food and Beverage service, Food and Beverage products, Housekeeping, Accounting, HRD, Engineering, Marketing and Security. Apart from that, the hotel owner is a member of the Indonesian Hotel and Restaurant Association (PHRI) and the hotel has been operating for more than 10 (ten) years. The data source used in this research is primary data with data collected using a list of statements submitted directly to respondents. The data analysis method used in this research uses variance-based or component-based SEM structural equation modeling techniques which include several steps including preparing flow diagrams, model fit research, and structural model assessment. Results and Discussion: The results of this research show several findings, including (1) the work team efficacy variable is not able to mediate proactive interaction capability and work team performance, (2) the proactive interaction capability variable is able to mediate knowledge sharing on work team performance. Originality/Value: Proactive interaction capability in this research is a new initiative in explaining the process of how knowledge sharing can improve work team performance.

Penanganan Keluhan Tamu Terhadap Pelayanan Front Office pada OTA di Hotel AKB

Complaints are expressions of guest dissatisfaction with the standard of service and facilities of a hotel that are conveyed verbally or in writing. Therefore, it is necessary to handle complaints properly to provide solutions to guest complaints, Later on, it can restore guest confidence and provide satisfaction and loyalty to guests. This study aims to determine how to handle guest complaints about front office services at OTA at HOTEL AKB. The data was obtained using documentation and interview with Front Office Manager to find out information regarding the criteria for handling guest complaints and the responses that should be given referring to guest complaints in Front Office services.The analysis technique used in this research is descriptive qualitative by first describing the existing problems then describing the suitability of the response to handling guest complaints by the hotel so that conclusions can be drawn. The results of this study indicates that the handling of guest complaints on OTA at HOTEL AKB still does not meet applicable standards. This can be proven by the conclusions obtained, namely from seven guest complaints regarding front office services, only three complaints have received a response from the hotel, but two points in the standard handling of guest complaints have not been done. Meanwhile, four other guest complaints have not received a response from the hotel, this means that six important points in the standard for handling guest complaints have not been carried out due to high workload during high or peak occupancy and this also happens because the time to respond to guest complaints is longer than expected. Handling guest complaints at OTA is not implemented due to a lack of regular training

Front Office Service Recovery at Wyndham Palembang Hotel

One way to find out guests' needs and wants is by listening to complaints. Complaints are usually received by hotels when a service failure has occurred. These results show that service recovery is a complex process where everything must be taken into account in ensuring that guests are happy when they check out. In this study, the determination of informants was carried out using purposive sampling technique. Informants in the study were determined to be parties who were considered capable of providing the information needed, namely Front Office employees at Wyndham Opi Hotel, Palembang. The purpose of this research is to analyze optimal guest satisfaction is important in operations in the Front Office Department at Wyndham Opi Hotel, Palembang, if guests have complaints during their stay at Wyndham Opi Hotel must be given a solution to their discomfort.
 Keywords: Front Office, Service, Recovery

Performance of The Front Office in Providing Services to Tourists Staying at The Kamarkoe Hotel

A hotel is a business that uses a specially provided building, where everyone can stay, eat, receive services anduse other facilities for a fee. The front office as a representative of the hotel and guest service management, isrequired to be able to handle and solve guest problems and complaints regarding service, facilities andemployee behavior professionally and efficiently in order to provide full satisfaction to guests. In this finalassignment the author explains the performance of the front office in providing services to tourists staying atthe Kamarkoe Hotel. This research method uses descriptive qualitative data with data collection techniques,namely observation, interviews, literature study and documentation. The purpose of this research is todetermine the performance of the front office in providing services to tourists staying at the Kamarkoe Hotel.The results of research on the performance of front office services at the Kamarkoe Hotel have maximallyimplemented the services provided by the front office staff.Keywords: E-marketing Model, New Normal

Hubungan Kualitas Layanan Front – Office Terhadap Kepuasan Pelanggan di Hotel X Bandung

This research aims to explore the relationship between the service quality of front-office staff at Hotel X Bandung and customer satisfaction, emphasizing front-office service quality, and to explore the effect of the service quality of front-office staff at the Hotel X Bandung on customer satisfaction. This study uses qualitative methods and relies on primary data derived from questionnaire responses. The number of respondents is 90 guests who are currently staying or have stayed at Hotel X Bandung. The sampling technique was carried out by purposive sampling. The analysis was done descriptively, and it shows the analysis of service quality, guest expectation analysis, guest satisfaction analysis, gap analysis between two variables, and correlation analysis. The results of the study concluded that customer satisfaction with the services provided by the front office staff of Hotel X Bandung as a whole has only reached 69.45%. Customers are most satisfied with the tangible dimension (X5), followed by the reliability dimension (X1), empathy dimension (X4), assurance dimension (X3), and responsiveness dimension (X2). Based on the correlation tests, it was found that the service quality (X) of the front office at Hotel X Bandung has a positive effect on customer satisfaction (Y). To increase customer satisfaction, it is suggested to Hotel X Bandung management to make service improvements, especially in the responsiveness dimension (X2). Furthermore, the management of Hotel X can conduct the training program on delivering service and repair or replace the equipment that used in the front-office area to ensure comfort for guests.

Research on Digital Practical Training Teaching Under the Background of “Internet +”: Taking the “Front Office Service” Course as an Example

This article aims to explore the application of digitalization in practical training teaching under the background of “Internet +” by taking the teaching of “Front Office Service” in the hotel management and digital operation major as an example. By using digital teaching methods, tools, and practical training methods, this study analyzes the impact of digital practical training teaching on students’ mastery of front office service skills as well as explores the ways to implement digital practical training teaching. The research results show that digital practical training teaching can effectively improve students’ learning effects and comprehensive quality, and simultaneously has positive significance for cultivating comprehensive hotel management talents that adapt to the needs of the “Internet +” era.

Does the Personality of Consumers Influence the Assessment of the Experience of Interaction with Social Robots?

In recent years, in response to the effects of Covid-19, there has been an increase in the use of social robots in service organisations, as well as in the number of interactions between consumers and robots. However, it is not clear how consumers are valuing these experiences or what the main drivers that shape them are. Furthermore, it is an open research question whether these experiences undergone by consumers can be affected by their own personality. This study attempts to shed some light on these questions and, to do so, an experiment is proposed in which a sample of 378 participants evaluate a simulated front-office service experience delivered by a social robot. The authors investigate the underlying process that explains the experience and find that cognitive-functional factors, emphasising efficiency, have practically the same relevance as emotional factors, emphasising stimulation. In addition, this research identifies the personality traits of the participants and explores their moderating role in the evaluation of the experience. The results reveal that each personality trait, estimated between high and low poles, generates different responses in the evaluation of the experience.

Guest satisfaction level of front office service during covid-19 in renaissance bali uluwatu resort & spa

The purpose of this research is to examine the level of guest satisfaction with the services of Front office staff at Renaissance Bali Uluwatu Resort & Spa. The population is 60 respondents with the sample of method accidental sampling. The method of analysis used is the ServQual Test to describe the gap between expected service quality (expectations) and reality (perceptions). Furthermore, it is analyzed by Important-Performance Analyzes (IPA) using a Cartesian Diagram to identify services based on the level of importance and customer satisfaction with the service quality. The attributes that produce a positive average gap are shown in the dimensions of reliability, assurance, and empathy, which means that the service is satisfactory. On the other hand, the attributes that need to be improved and produce a negative average gap are tangible and responsiveness dimensions.

Effects of Self-Imposed Barriers Towards Career Advancement of Women in The Hospitality Industry, 3-5 Star Hotels in Nakuru County

The general objective of this study was to assess the effect of self-imposed barriers towards career advancement of women in the hospitality industry; 3–5-star hotels in Nakuru County. The specific objectives of the study were the effect of family and work responsibilities, self-esteem, long working hours and work and family life balance on career progression. The study adopted descriptive research design using both qualitative and quantitative approaches. The target population of the research was men holding management positions and women across the operational departments within the hotel including Front Office, Food and Beverage Service, Food and Beverage Production, Housekeeping and Managers. The sampling design used was stratified sampling design since the population could be divided into departments and also purposive sampling technique was used for the department heads. The sample size was 240 respondents but only 196 respondents answered the questionnaires resulting to a response rate of 81.7%. Data was collected using questionnaires where the researcher went in person to the star rated hotels to deliver the questionnaires. The findings of the study indicated that self-imposed barriers hinder women from achieving career development in the hotel industry. Based on the items provided on the questionnaire, most respondents strongly agreed that work and family responsibilities impacted their career growth with a mean of 4.5765 and a standard deviation of 0.65575. Long working hours provided a mean of 4.5969 with a standard deviation of 0.60408. It was further observed that self-esteem had a mean of 3.0612 with a standard deviation of 1.23883. Balancing between work and family matters had a mean of 4.5714 with a standard deviation of 0.62429. There was varying levels of agreement with regards to diminished self-esteem. This clearly indicated that each respondent had a different view of how their self-confidence influenced their career progress since it is a personal thing. It was also evident that the highest number of respondents had challenges on their career development due to the challenge of balancing between work and family matters.

The effects of gender and personality of robot assistants on customers’ acceptance of their service

The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots’ artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance.

Development of Pragmatic-Based English Learning Material for Front Office

This study aimed at (1) describing the realization of the use of teaching materials in learning English speaking skills in the field of front office services, (2) developing learning materials for English speaking skills in the field of front office services, and (3) examining the effectiveness the learning materials for English speaking skills in the field of front office services with a pragmatic approach. This research was conducted using Research and Development (R&D) research methods and applying Borg and Gall (1983). Based on the results of the analysis, it was found that learning English for tourism and hospitality currently does not include linguistic elements in it. The books or modules available were limited. Based on this reality, this research develops two educational products, namely a pragmatic-based syllabus and module. The syllabus and modules have 12 learning topics that have been adapted to the use of English for hotel front office services. Learning materials for English speaking skills for front office services with a pragmatic approach are effective for use in organizing the teaching and learning process as evidenced by the t-test results, namely 0.001 (0.001 <0.005). In addition, the perceptions of students and lecturers also showed a positive response to the modules developed in this study.

Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor

The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.

Women’s Significant Roles in Pursuing Hotel Revenue: Case of Bali, Indonesia

This research aims to understand and explain how significant the women’s role in the hotel industry. It is an advanced study which is explores ore from the previous one discussing the women acceptability in the hotel industry in Indonesia, particularly in Bali, with their varied educational background. In fact, this study found that women have significant role in increasing the hotel income through divisions of front office, food and beverage service, and sales. This research was approached qualitatively by conducting depth interviews based on the data that were obtained in 2018 and 2019. As a result, the women in this case tend to have so more hospitality skill that guests feel more comfortable to communicate with them. In addition, the women are also more capable to manage their heart-feeling and to put themselves well according to situations they are in. This capability is then able to persuade the hotel guests to come to the hotels and to have the services. It finally impacts the increasing hotel revenue.

RANKING SERVICE QUALITY USING MULTI-CRITERIA DECISION-MAKING METHODS: EXAMPLE OF ERZURUM PROVINCE

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction.This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The MAUT method was used to weight the determined criteria. The results of the MAUT method show that the “Quality of Housekeeping” was the most important service quality criteria in three-star hotels. This was followed by "Front Office Service Quality", "Cleanliness", "Reliability", "Restaurant Service Quality" and "Service and Process Flexibility" respectively. The criteria considered as the least important include "Courtesy and Respect Level" and "Price Availability".

Developing front office service as benchmarking at Discovery Kartika Plaza Hotel

The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

Ranking Service Quality using multi-criteria decision-making methods: Example of Erzurum province

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction. This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The SWARA method was used to weight the determined criteria. The results of the SWARA method show that the "Price Availability" was the most important service quality criteria in three-star hotels. This was followed by "Courtesy and Respect Level", "Reliability", "Service and Process Flexibility", "Restaurant Service Quality" and "Cleanliness" respectively. The criteria considered as the least important include "Quality of Housekeeping" and "Front Office Service Quality".

The Front Office Strategy on Service Quality Improvement

Purpose: This research aims to determine the strengths, weaknesses, opportunities, and threats in improving the quality of service to guests staying at 5 star hotel in Seminyak, Kuta, Badung, Bali.
 Research methods: The method of data analysis is a descriptive qualitative, descriptive quantitative, the matrix of IFAS, EFAS, IE Matrix, and SWOT analysis (strength, weakness, opportunity, and threat). This research sample uses 27 people coming from the management and team of Front Office Department.
 Findings: The results of this analysis show that there are internal and external factors affecting the improvement of the quality of front office services that get from the results of the questionnaire and interviews.
 Implication: The advice that can be given is to maintain cleanliness in the villa area to avoid complaints and add staff to the front office to help accelerate operational activities.

Use of Multiple Linear Regressions to Study the Effect of Credit Management Practices on Financial Performance among Front Office Services Activity SACCOs in Nairobi County, Kenya

Use of Multiple Linear Regressions to Study the Effect of Credit Management Practices on Financial Performance among Front Office Services Activity SACCOs in Nairobi County, Kenya

Improving patient waiting time of centralized front office service in a regional hub hospital using the discrete event simulation model.

Today, hospital rankings are based not only on basic clinical indicators, but even on quality service indicators such as patient waiting times. Improving these indicators is a very important issue for hospital management, so finding a solution to achieve it in a simple and effective way is one of the greatest goals. The aim of this article is to evaluate the use of a discrete event simulation model to improve healthcare processes and reduce waiting time of patients and hospital costs. The case study proposed in this paper is the reorganization of non-clinical front office operation for the patients (i.e. booking of exams, delivering medical reports, etc.) of the Careggi University Hospital of Florence, to optimize the utilization of the human resources and to improve performances of the process. The development and validation of the model was made according to an analysis of real processes and data, pre and post implementation of model outcomes. The new organization shows a decrease of waiting times from an average value of 10 minutes and 37 seconds to 5 minutes and 57 seconds (-44%). This paper shows that discrete event simulation could be a precise, cost-limited tool to optimize hospital processes and performance.

Developing a smart system with Industry 4.0 for customer dissatisfaction

PurposeThis paper develops a smart system based on the concept of Industry 4.0 to prevent customer dissatisfaction. The value of this prevention system is that it enables hoteliers to interact with customers by understanding what they like/dislike from their behaviors via data analysis. Therefore, this system helps hoteliers to enhance service quality by predicting service issues.Design/methodology/approachThe system, named the dissatisfaction identification system (DIS), is developed. A total of 127 service items were examined by a hotel manager who preset the threshold values for the measurement of service quality. A big data set for the questionnaire survey is statistically generated by a pseudorandom number generator and 10,000 mock data sets are taken as input for comparison.FindingsThe results indicated that 36 out of 127 service items are identified as service issues for the participating hotel. Examples include customer code number 01d, “Space of parking lot is adequate” in the safety management category, and number 05a, “A hotel's service time meets my needs” in the front office service category. The items identified require improvement action plans for preventing customer dissatisfaction.Originality/valueThis paper offers a new perspective paper emphasizing customer dissatisfaction using a big data-driven technology system. The DIS, prevention system, is developed to aid hotels by enhancing their relationships with customers using a data-driven approach.