CHAPTER I

Background of the study

Guest satisfaction or what we call customer satisfaction is a measurement of how

happy customers are with a business's service and amenities. It is an indicator of

whether customers' experience met their expectations.

It cannot be denied that there are many problems arise in the front office,

probably these conflicts can lead to cancellations of bookings that results to loss of

revenues. Hotel industry is striving to evolve itself and enhance the guest experience. It

seeks to find different strategies, and practices to enhance their service offered to the

guest.

The hotel front desk is a vital part of the Front Office operations because it

creates the guest’s first impression. In this competition among hotels in the world, every

establishment in the industry adopted new practices that helps them to cater the guest

smoothly and conveniently. As there is a lot of competition in the market every hotel

distinguishes itself by adopting innovative practices to help attract more and more

guests.

In today's time, new practices have been implemented to improve performance

and client satisfaction at the same time. Each of the guest are treated gracefully by the

front office staffs making them feel at home and welcome. This strategy is necessary for

any hotel to differentiate itself from the competition by implementing creative methods to

attract more customers.

 In this study, the researcher will determine the factors affecting the customer's

satisfaction with the service quality of the front office staff given to the guests and

assessing the customer's expectation and their level of satisfaction with the service

provided by the front office staff of the Red Palm Inn in Baybay City, Leyte.

REFERENCES:

 Gumaste, Bhagwat, & Thakkar. (2016, February 8). A study on Hotel Front Office
Practices and its Impact on Guest Satisfaction with Reference to the Vivanta by Taj Blue
Diamond, Pune. Aissms Chmct. Retrieved November 23, 2023, from
https://aissmschmct.in/wp-content/uploads/2016/07/41.pdf

 Mhaske. (2022, January 25). GUEST SATISFACTION AND FRONT OFFICE

PRACTICES IN HOTELS. Journal of Critical Reviews. Retrieved November 23, 2023,
from https://www.jcreview.com/admin/Uploads/Files/62183aa072e1a6.61781944.pdf