Professional Documents
Culture Documents
A Case Study of Formal Training of The Front Desk Agent in Roches
A Case Study of Formal Training of The Front Desk Agent in Roches
Theses
1991
Recommended Citation
Harley, Nicole Marisa, "A case study of formal training of the front desk agent in Rochester/Monroe
County, New York" (1991). Thesis. Rochester Institute of Technology. Accessed from
This Thesis is brought to you for free and open access by RIT Scholar Works. It has been accepted for inclusion in
Theses by an authorized administrator of RIT Scholar Works. For more information, please contact
ritscholarworks@rit.edu.
A CASE STUDY OF FORMAL TRAINING OF THE FRONT DESK AGENT
IN ROCHESTER/MONROE COUNTY, NEW YORK
by
of
Master of Science
November, 1991
FORMK
ROCHESTER INSTITUTE OF TECHNOLOGY
School of Food, Hotel and Travel Management
Department of Graduate Studies
The author of a thesis or project should complete one of the following statements
and include this statement as the page following the title page.
whole or part. Any reproduction will not be for commercial use or profit.
OR
Signature
FORM I
ROCHESTER INSTITUTE OF TECHNOLOGY
School of Food, Hotel and Travel Management
Department or Graduate Studies
Faculty Advisor:
9//,/(13
Date Department Chairperson's Signature
Note: This form will not be signed by the Department Chairperson until all corrections,
as suggested in the specific recommendations (above) are completed.
cc: Departmental Student Record File - Original
Student
TABLE OF CONTENTS
page
Prayer iii
Dedication iv
Acknowledgements v
List of Tables vi
Introduction 1
Significance of Study 3
Problem Statement 4
Assumption 5
Definition of Terms 5
Formal Training 16
Selection of Population 29
Instrument Design 29
Survey Administration 35
Descriptive Statistics 37
Conclusions 84
Recommendations 85
ReferencesandBibliography 86
Appendices
TABLE page
FormalTraining 66
FormalTraining 70
PSALM 23
death.
Amen.
DEDICATION
Wings"
'Wind Beneath My
Mildred, Len Jr. , John, Anne, Julie, Mary and Trina. Not
Dr. Edward Stockham, Mr. David Crumb and Mr. Michael Seelig,
the School of Food, Hotel and Travel Management for five years
Friend"
Finally, I must say "Thanks for Being a to Lia,
Becky, Tammy, Dino and Jamie, "Fly Me to the Moon and Let Me
the "Brick
City"
would not have been the same without you.
A Case Study of Formal Training of the Front Desk Agent
by
ABSTRACT
Introduction
would have ever thought that in the year 1991, there would
job openings for many workers. The high demand for skilled
of contact between the guest and the hotel may very well be
at the front desk. The front desk agent serves as both the
initial and final contact the guest has with the hotel. As
truth"
front desk agent is confronted with a "moment of .
"Moment of
truth"
is a phrase coined by Jan Carlzon,
of truth".
satisfaction"
A "high guest and "quality of service"
feel at ease"
(Zemke, 1991). The time and effort taken for
industry .
"other"
categorized as when it comes to surveys or
Problem Statement
"snapshot"
at the front desk. Provided is a view of formal
satisfaction.
Assumption
Definition of Terms
that from now through the turn of the century, the demand
boom has passed beyond the 16-24 age group, from which the
and 2.2% for women through 1990; then 1.2% for both sexes
<
0\
3
vO a
8 3
< u
k -o
8
o
GO
"yuppie"
Americans are having fewer children. The and
"me"
the generation is one that is more concerned with
large family.
decreasing,"
entering the labor force he said, "75% of the
today"
already working (Leposky, 1987). See Figure 2.
c
<u
8
Ou spucsnoqj,
B
SJ33jJOy\\
In order to remain dedicated to providing quality
of employees.
touch"
people without taking away from the "human .
front desk agent, becomes ill, "B", the housekeeper who has
"fill-in"
only one room to clean that day, can replace or
for "A"
at the front desk. Cross-training creates the
10
Recruiting new sources of labor, technology, and cross-
to find out first why they are leaving and second, where
11
industry employees quit their jobs.
Not all people are self -motivated. It has been the job of
"transitory
phase"
in their career. The hospitality
"stepping
stone"
to a better position in a different field.
dues"
has been seen as "paying your while either going to
higher room rates. Many feel that they can earn more money
12
hospitality industry. Long hours and high pressure can
burn-out .
to show your customers and find a way to let them grow with
you, then they will stick with you. Along the way, fun,
any one solution may be right for everyone, but if given the
think twice. By taking the reasons why they are leaving and
13
building them into reasons to stay, employee satisfaction
pay. A pat on the back for a job well done may be more of
14
Third, wages have been a definite problem when it comes
can learn and discuss ways to make their jobs and lives less
Finally, not all people have the same wants and needs.
15
become an important deciding factor as to whether or not one
Formal Training
1984) .
16
organization individuals attend various institutions to
17
evaluation through the guest perspective.
the crowd can be heard outside the theater door, the actors
truth"
the "moment of between a service provider and guest.
18
simulate reality as close as possible? Gradually, did the
guest walks away from the desk, do they feel as though they
have been satisfactorily served? Will they return and make
about their work, they work harder to satisfy the guest; the
19
The question then becomes, who is the most appropriate
(Gordon. 1989) .
20
duties of the front desk agent. Formal training is less
and trainer must know where they are at any given time and
method .
21
will be experts in guest satisfaction (Atkinson,
et.al. ,1989) .
magazine.
22
training and development in America, the same survey
methodology has only been used for the last four years.
and then took a plunge in 1991. The year 1991 also marked a
23
industries rate lower in the instructional methods utilized.
24
TABLE 1
(in billions) :
(in billions) ] :
25
TABLE 1 (Cont'd)
training:
(1988) Salesperson
(1989) Professional
(1990-1991) Salesperson
organizations :
(1991) Video
training"
* "One hour of defined as one person receiving
26
TABLE 2
September, 1991.
27
*
o
.o
B
>
i-)
o-
<u
CO
<1>
u
t-H
a
8 c
T-H o
,
n
On <n
00 <U
o> a
r-t
O
iZ 5% Ui
c
o
*->
w
u 1-1
O
a a
V
I<
eg ^
2 CO
Q
C 4->
a c
2
R U-,
c to
H
c
U
1 o
V>
c
a 3
8
On V)
CO 8 u
1 a; a u
3
c o 3
V) o o
O
O c CO CO
CO
1 5 *
#
*
V CL
D
B
c
O V
v>
o
3
CO
28
CHAPTER III
METHODOLOGY
Selection of Population
Instrument Design
manager .
29
that the original administration process would allot for too
30
comfortable in their understanding and responding to the
question.
31
The questionnaires consisted of three types of questions:
perception.
32
the hotel for classification purposes.
choose one only response and choose all that apply response
"choice"
the respondent. These types of close-ended
33
analysis. In the construction of the choose one only and
"other"
and so that the category would not be utilized as
Survey Administration
34
appointments with the 20 hotels that were willing to
participate.
information.
35
questionnaires test two different populations, front desk
be concluded.
36
CHAPTER IV
rate.
Descriptive Statistics
"No"
next to each question. If the respondent answered to
37
and on the front desk manager/trainer questionnaire there
or
months, 27.1% for 1-3 years, 18.8% for 6-12 months, 10.4%
for more than 3 years and 6.3% for less than one month.
38
said they were trained for 1-2 weeks. The persons who
39
answer customer inquiries. FDAs also felt they were able to
40
CO JO 60
g
3 a a S * o | C
S -a
G
J>
60 W
-a J3
u tJ
' 1 I
.S
CO
co
CO B 0
D o 1
8 4-1 CO H a
o
o C
u c C o
o <U C a S
s o* ^
ex B a
0-. co
a
fcl 3
3
w
*H
o
^ u 2
.V!
co <l> &
a, co
.52
<5
D
X)
o
5 2 4->
O
<U 1)
l 3
Q
fr 3 J CD
4-J
Z o
c
co
co
V
tf s O
3
*->
c
ri
B G u
o E- CO
Ij
6
o
'Jo X
CO
41
When asked what types of instructional methods were
not, all were asked how their job as a FDA could be made
42
TABLE 3
43
"55 o
10
W
<u
a?
c
10 6
X>
CD o
co O
*i-i
D c
CO
D) 60
<
LL. to
o
Q
4-J
c
o
<
o
c 60 60 c tj CO
o fc a c o a
o 4) O-
a G 3 a i!
CJ
N
c
o
3
2
c
e .a
c
o
4-
Q 3 O
U H c
*-j
tx 8 a
3
3 3 o
a, 0-. u
CO CO
O <
B co
co
co 'o
o 60
CO V PQ
u c
J3 Q O
e B
60
c
Li
U 2 3 E
o o
o
CO
B
2 2 2 J*!
6 G
CO
u
H
V
1
a i-i
V
ti CQ
LL,
44
FDAs were asked what attracted them to their position.
the job was easy, 13.9% because of the work hours/ schedule,
45
4>
co
3 60
2 0)
C a co c co
s 3
co
3 C
CO
c 3 o 3
3 T3 o
O t; C
O
C 2 a
o ? , i ,
a D-, D a
'O
o a
a, a O
Oh 0 4_> o
O O C U, o C o
u, o 3 O ?1
a> a O
<u
\->
5 I LL, tL,
3 3
CO
46
FDAs were asked what they liked least about their job.
The number one responses were work hours/ schedule and paper
'other'
work both at 23.1%. The category contained 46.2% of
FDAs were asked what they liked most about their job.
their job.
47
TABLE 4
Visibility 3 7.6
Other * 18 46.2
Total 39 100.0
* Other
5 -
Difficult Guest
4 -
Salary
2 -
Peers
2 -
Hours
2 -
Nothing
2 -
Management
1 -
Location
18
48
TABLE 5
Health/Medical
Benefits 1 2.9
Convenience to
Transportation 1 2.9
Other * 2 5.9
Total 34 100.0
* Other
1 -
Paycheck
1 -
Experience
49
When FDAs were asked if their job duties were what they
'other'
telephone operator and the category containing 2.6%
When FDAs were asked what satisfies them the most about
50
TABLE 6
1
Work Hours /Schedule 7.3
Other *
* Other
3 -
Balancing Audit
2 -
1 -
1 -
Leaving
51
^5
cv--
CO
d
CO
(0 +->
CO
CO
5
i_ o
3 a
O ^_^ E
>
W t^
CO
4->
c *-*
2
c
(0
CO
t tr
o o
Q_a
*
E E
4-
V) /
h- g o /
5/
0)^
l_
3
;
o
LL
^^
M
cd
W
'?-'
co
CO
J3 N.
O ^
~3
^
in
o
4->
CO
S
TJ *-*
CD c c
i_ (H CO
(0 t
o c o
Cl CO
a a
E E
c
o E
o a
</>
o E CO
CO "co 'c CD
3
< cr D
LU
52
The respondents'
ages ranged from 18 to 41 and older.
When FDAs were asked how they learned about their job,
the majority answered that it was through a job
When FDAs were asked how long they see themselves being
'other'
responded 1-6 months. The category represented
2.1% responded until the money was no longer needed and 2.1%
53
TABLE 7
COUNTY, NY AREA.
Primary 22 50.0
54
When FDAs were asked how long they see themselves
needed.
'other' 'other'
of the category. The category represented
'other'
category, 4.3% responded a long time, 2.1% responded
55
54.5% majored in hospitality, 9.1% majored in business and
yes. Of the 59.2% that did 34.5% worked for 6 months, 31.0%
years, 10.2% worked for 1-3 years and 3.4% worked for less
than 1 month.
56
by questions asked about job satisfaction. The five
you like least about your job; question 21, what do you like
most about your job; question 24, what satisfies you the
their job.
when it is asked what they like least about their job. The
education.
job.
57
without a hospitality education when asked what they like
education.
58
TABLE 8
THE JOB.
Yes
(no.) 6 1 4 8 19
No
(no.) 3 2 5 10 20
Totals
(no.) 9 3 9 18 39
* Other
5 -
Difficult guests
4 -
Salary
2 -
Low moral of peers
2 -
Nothing
2 -
Working evenings/holidays
2 -
Management
1 -
Location
18
59
TABLE 9
THE JOB.
Yes
(no. ) 1 2 10 0 1 14
NO
(no.) 0 4 13 1 1 19
Totals
(no.) 1 6 23 1 2 33
Other
1 -
Salary
1 -
Experience
60
Table 10 shows the opinion of those FDAs who have a
an employee award or
a customer compliment, receiving
of their accomplishments.
61
TABLE 10
Yes
(no.) 7 6 1 0 2 2 18
No
(no.) 2 7 2 3 4 4 22
Totals
(no.) 9 13 3 3 6 6 40
Other
2 -
Balancing audit
2 -
1 satisfied customers
-
Working with
1 -
Leaving
62
Table 11 shows the opinions of those FDAs with a
importance on salary.
63
TABLE 11
JOB SATISFACTION.
Yes
(no.) 1 7 4 3 0 8 23
No
(no.) 2 8 6 2 2 5 25
Totals
(no.) 3 15 10 5 2 13 48
100.0
(%) 6.3 31.3 20.8 10.4 4.2 27.1
J
64
In order to examine that possibility of a trend between
-
150 rooms, 6.1% contained 150 -
200 rooms, 10.2% contained
200 -
300 rooms and 16.3% contained 300 rooms and over. The
93.9%.
65
TABLE 12
Other
Computer
66
TABLE 13
67
TABLE 14
Other
Guest Service
Bell Service
68
TABLE 15
Other
Maintenance
Other
Guest Service
Bell Service
69
TABLE 16
APPLY)
Handle
Customer 100.0% 77.8% 100.0% 100.0% 100.0%
Complaints
Check/ In
Check/Out 100.0% 100.0% 100.0% 100.0% 100.0%
customers
Answer
Customer 100.0% 88.9% 100.0% 66.7% 100.0%
Inquiries
Handle
Walk-in 81.8% 44.4% 100.0% 66.7% 50.0%
Customers
Make Folio
Adjustment 100.0% 100.0% 100.0% 100.0% 100.0%
Answer
Tourist 90.9% 77.8% 100.0% 66.7% 100.0%
Inquiries
Handle
Automated 45.5% 88.9% 100.0% 100.0% 100.0%
Computer
System
70
TABLE 17
Other
Nt-Audit
71
TABLE 18
72
For the purposes of this study it was assumed that job
would occur.
73
the computer's data analysis. The value assigned is the
cannot be concluded.
your job; question 21, what do you like most about your job;
question 24, what satisfies you most about your job; and
is your salary.
not receive formal front desk training toward what they like
least about their job. It appears that those FDAs who have
74
not receive formal front desk training like least about
their job is the paper work. Those FDAs that did receive
job more than those FDAs that did not receive formal front
'other'
desk training. The category received the majority
'other'
impossible to break down the responses by whether or
not the FDA received formal front desk training. The chi-
rejected.
75
TABLE 19
Yes
(no.) 7 2 3 10 22
No
(no.) 2 1 6 8 17
Total
(no.) 9 3 9 18 39
76
Table 20 shows the opinion of those FDAs who received
not receive formal front desk training toward what they like
FDAs who did not receive formal front desk training like
their work hours/ schedule more than those who did receive
indicated that they like guest contact most about their job.
rejected.
77
TABLE 20
Yes
(no.) 1 2 11 0 1 15
No
(no.) 0 4 13 1 1 19
Total
(no.) 1 6 24 1 2 34
78
Table 21 shows the opinions of those FDAs who received
FDAs that have received formal front desk training find more
hours/ schedule than those FDAs that did not receive formal
that did receive formal front desk training and those FDAs
therefore be rejected.
79
TABLE 21
Yes
(no 8 5 3 1 3 1
)
No
(no 1 8 0 2 3 6
)
Tot
al
(no 9 13 3 3 6 7
)
80
Table 22 shows the opinion of those FDAs that received
that those FDAs with formal front desk training regard their
important than those FDAs that did not receive formal front
cannot be rejected.
81
TABLE 22
SATISFACTION
Yes
(no 8 5 3 1 3 1
.)
No
(no 1 8 0 2 3 6
)
!
(%) 2.4 19.5 0.0 4.9 7.3 14.6
Tot
al
(no 9 13 3 3 6 7
82
Tables 19-22 are crosstabulations of formal training by job
83
Chapter V
Conclusions
the front desk agent/trainee and the other on the front desk
manager/ trainer, the study was also able to conclude that the
84
Recommendations
worth .
85
REFERENCES AND BIBLIOGRAPHY
Publishing Co.
Development Press.
Morrow .
Meetings. 64-77.
Brinkerhoff ,
R.O. (1987) .
Achieving Results from Training:
Publishers.
86
Buckley, A., & Caple, J., (1990). The Theory and Practice
Training, 59-65.
3.
Training. 8-15.
AMACOM.
87
Farber, B., & Berger, F. , (1985, August). Closing the Loop:
53.
74-76.
Training , 49-53.
J. September). In Search of
Gordon, (1989, ...Lifelong
88
Gordon, J., et.al. (1988). Training: Designing and
Lakewood Publications.
Commerce .
Training. 40-44.
89
Johnson, R. (ed.). (1989). Rochester: An Imaging and
Publications Inc.
Training. 5-7.
29-232.
Training. 78-83.
90
London, M. (1989). Managing the Training Enterprise: Hioh-
Reading: Addison-Wesley.
Training, 31-36.
Training, 32-37.
91
Rogoff, R.L. (1987). The Training Wheel: A Simple Model
Inc.
Relations.
Communications'
Economic Development and Life-Style
Publishing.
Altos: Publishing.
Crisp
92
Zemke, R. (1989, June). Workplace Illiteracy; Shall we
Training. 63-65.
93
Rochester Institute of Technology
^management
APPENDICES
Department of Graduate Studies
George Eastman Building
Appendix A Post Office Box 9887
Rochester, New York 14623-0887
716-475-5666 Fax 716-475-5099
Thank you for taking time out of your busy schedule to address this matter of Importance. Two research
studies are being sponsored by the School of Food, Hotel and Travel Management at the Rochester
Institute of Technology and they are being supported by the Rochester Hotel and Motel Association.
These projects are a hotel operation study focusing on the training of front desk agents and the relative
effects training has on employee retention, and a housekeeping
study focussing on employee
satisfaction and turnover.
We would appreciate it if
hotel would participate in these studies. The first stage involves two
your
questionnaires, one each to be completed by the front desk agents, the front desk manager and the
housekeeping staff. All appointments to administer these studies will be made at your convenience. All
participant responses will be held in the strictest confidence. Completion of the questionnaires should
take no more than five minutes. Upon request, the results of these studies can be shared with hotels that
participate.
Enclosed are copies of the questionnaires for We will call you to confirm your participation
your review.
regarding the studies, or the intent of this research, please contact our faculty advisors, Dr. Edward
Stockham, (716)
at 475-5666 or Mr. David Crumb at (716) 475-2355.
Sincerely,
Enclosure
94
Appendix B
(Choose one
only)
(1) Less than 1 month 3 6.3
(2) 6 months 18 37.5
(3) 6-12 months 9 18.8
(4) 1-3 years 13 27.1
Yes 27 69.2
(1)
No 12 30.8
(2)
10 Missing
49 100.0
95
Frequency Valid Percent
orientation?
only)
(D Day one 25 92.6
96
Frequency Valid Percent
97
Frequency Valid Percent
25/27 92.6
(2) Check in/ check out customers
27/27 100.0
(3) Answer customer inquiries
25/27 92.6
(4) Handle walking a customer
18/27 66.7
(5) Make folio adjusting entries
27/27 100.0
22/49 Missing
(11) Safety
12/27 44.4
(12) Motivation
11/27 40.7
Stress Management
(13)
3/27 11.1
Hotel/Product Knowledge
(14)
20/27 74.1
98
Frequency Valid Percent
23/49 Missing
12/46 26.1
21/46 45.7
12/46 26.1
3/49 Missing
99
Frequency Valid Percent
only)
(1) Work hours/ Schedule 9 23.1
(2) Visibility 3 7.7
(3) Paper work 9 23.1
only)
(1) Health/Medical benefits 1 2.9
22. Are your job duties what you expected them to be?
Yes 46 93.9
(1)
No 3 6.1
(2)
49 100.0
100
Frequency Valid Percent
salary?
101
Frequency Valid Percent
(1) 18 -
21 18 36.7
(2) 22 -
25 15 30.6
(3) 26 -
30 8 16.3
(4) 31 -
35 5 10.2
(5) 36 -
40 1 2.0
(6) 41 or older 2 4.1
30. How did you learn about this job? (Choose one only)
(1) Job advertisement 16 32.7
(2) A friend 7 14.3
Yes 46 93.9
(1)
No 3 6.1
(2)
49 100.0
102
Frequency Valid Percent
33. How long do you see yourself being a Front Desk Agent?
(Choose one only)
(1) 1-6 months 6 12.5
(2) 6-12 months 7 14 6
(3) 1-2 years 16 33^3
(4) 2-3 years 9 18[8
(5) Other (Please specify) io 20.8
1 Missing
49 100.0
103
Frequency Valid Percent
major?
(1) Yes 29 59 2
No 20 40 8
(2)
49 100 0
40. If you answered yes to question #39, how long did you
less than 1 1 3.
(1) month
6 10 34,
(2) months
6-12 9 31.
(3) months
1-3 5 10,
(4) years
104
Appendix C
1. How long does the average front desk agent hold their
position? (Choose one only)
(1) Less than 1 month 0 0.0
(2) 6 months 0 0.0
(3) 6-12 months 5 29.4
their questions?
Yes 12 70.6
(1)
No 2 11.8
(2)
3 Missing
17 100.0
105
Frequency Valid Percent
106
Frequency Valid Percent
5/17 Missing
5/17 Missing
107
Frequency Valid Percent
14. As a result of the ***formal training that you received
do you feel you are able to: (Choose all that apply)
(1) Handle customer complaints
7/12 58, ,3
11/12 91.
,7
10/12 83.3
5/17 Missing
(11) Safety
7/12 58.3
Motivation
(12)
5/12 41.7
Stress Management
(13)
3/12 25.0
Hotel/Product Knowledge
(14)
11/12 91.7
108
Frequency Valid Percent
5/17 Missing
easier?
4/17 33.3
1/17 5.9
7/17 41.2
0/17 Missing
109
Frequency Valid Percent
20, What do you like least about your job? (Choose one
only)
(1) Work hours /Schedule 5 33.3
(2) Visibility 1 6.7
(3) Paper work 5 33.3
(4) Other (Please specify) 4 26.7
2 Missing
17 100.0
21. What do you like most about your job? (Choose one
only)
(1) Health/Medical benefits 0 0.0
(2) Employee meals 0 0.0
(3) Work hours/ Schedule 1 6.7
(4) Guest/People contact 12 80.0
(5) Convenience to transp 0 0.0
(6) Other (Please specify) 2 13.3
2 Missing
17 100.0
22. Are your job duties what you expected them to be?
(1) Yes 16 94.1
(2) No 1 5.9
17 100.0
110
Frequency Valid Percent
2 14.3
(2) Receiving a customer compliment
7 50.0
(3) Work hours/ Schedule
0 0.0
(4) Receiving an employee reward
1 7.1
salary?
Most important 2 11.8
(1)
important 10 58.8
(2) Very
Important 2 11.8
(3)
Less important 0 0.0
(4)
Unimportant 0 0.0
(5)
important 3 17.8
(6) Equally
17 100.0
111
Frequency Valid Percent
26. How did you learn about this job? (Choose one only)
(1) Job advertisement 10 58.8
(2) A friend 2 11.8
(2) 50 -
100 rooms 6 35.5
100 150 5 29.4
(3) rooms
-
300 3 17.6
(6) rooms and over
17 100.0
Yes 14 82.3
(1)
No 3 17.7
(2)
17 100.0
112