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    Reflection Front Office

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    angelicaapineda.18

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    Reflection Front Office

    Uploaded by

    angelicaapineda.18
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    5 views3 pages

    Reflection Front Office

    Uploaded by

    angelicaapineda.18

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    You are on page 1of 3

    Name: Maria Angelica Pineda

    Yr and Sec: BSHM 2-7

    Prof: Sir. Jay Sobrevega

    Subject: Front Office Management

    Article about “Front Desk Impact on Customer Satisfaction “ by Bram Haenraets, on

    November 8, 2023. The hotel front desk has a strong influence on guests’ experiences

    and overall satisfaction. The front desk, as the primary point of contact, is where first

    impressions and long-lasting memories are formed. According to recent research, the

    front desk has a 20-40% impact on overall guest satisfaction, highlighting the

    importance of prioritizing this aspect of hotel operations. In this comprehensive blog, we


    will look at how the front desk influences guest satisfaction in a variety of ways,

    including check-in and check-out procedures, complaint resolution, and more. We will

    also discuss the psychological impact of front-desk interactions, the role of cutting-edge

    technologies such as acoustic emotion analysis, and the importance of staff training and

    development. Understanding and addressing these factors can help hoteliers maintain

    their front desk operation as a valuable asset in the competitive hospitality industry,

    ultimately increasing guest satisfaction and loyalty.

    The effect of the front desk on overall hotel guest satisfaction:

    The hotel front desk is frequently the first point of contact for guests, and as the saying

    goes, “you never get a second chance to make a first impression.” A guest’s experience

    at the front desk can make or break their perception of a hotel. This chapter will look at

    how the front desk influences guest satisfaction in a variety of ways, such as check-in

    and check-out procedures, complaint handling, and so on.

    REFLECTION:

    • The role of a front desk has a big Impact for all the Operation in Hotel Management, in

    front office all the Operations are getting start here. From the Reservation, Reception,

    Arrival, Occupancy and Departure. Hotels can provide memorable and positive

    experiences to their guests by focusing on efficient and personalized check-in and

    check-out processes, empathetic complaint handling, and leveraging advanced

    technologies such as acoustic emotion analysis. Furthermore, understanding the


    psychological impact of front desk interactions, as well as continuously improving staff

    training and development, can assist hoteliers in ensuring that their front desk staff is

    well-prepared to handle a variety of guest interactions and scenarios.As the hospitality

    industry evolves and faces new challenges, hotels must remain competitive by

    consistently providing exceptional service. Hoteliers can build guest loyalty, increase

    satisfaction, and secure their position as industry leaders by leveraging the power of the

    front desk and striving for excellence in all aspects of the guest experience.

    REFERENCE:

    https://www.viqal.com/blog/front-desk-impact-on-customer-satisfaction

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