3G Handy Guide: Front Office Operations, 2nd Edition

Customer satisfaction has been identified as a key performance indicator in hotel industry. The front desk employees of a hotel serve as the primary interface between the establishment and its customers, playing a pivotal role in shaping guests' first impressions. This front office department is instrumental in delivering service that aligns with customer expectations and exceeds their needs. Service quality in the hospitality industry is a critical aspect evaluated to gauge how well an establishment meets customer expectations.

Traditionally, the front office staff is the visible face of the business, interacting directly with customers, while back office staff operates behind the scenes in support roles. The delineation between these roles has evolved in modern businesses, creating a more complex organizational structure. Managing service quality has become a focal point for managers and researchers due to its profound impact on business performance.

The discrepancy in the perception of service quality between front office personnel and customers can pose a challenge. Factors influencing service quality include the comfort and welcoming atmosphere, staff appearance, professionalism, friendliness, special attention, quick check-in and check-out, and effective complaint handling.

This Handy Guide, thoroughly revised and updated, aims to familiarize students with the systems and procedures essential for front office operations. It underscores the significance of high standards in personal qualities and customer service provision. Front desk employees, being the face of the hotel, significantly influence customers' first impressions, which, in turn, affect overall satisfaction with the stay.