I. INTRODUCTION
In this research study we will discuss what every hotel & even restaurant are doing in order to utilize the power & potential aspects of guest satisfaction on both in the premises or on the online platforms. But before we understand about the importance of guest satisfaction it is very much important to know exactly what does guest satisfaction means. Basically it's a study which can be defined as the process in which we measure how much satisfied or happy a customer is with the services products offered to the guest by the hotel.
This information is gathered by the hotel with the help of various methods which can be classified as internal & external methods. This study will help us to understand the practices of front office in improving the customer satisfaction because the hotel industry itself is a customer oriented industry; therefore it is very important for us to firstly understand why we need work on negative as well as positive guest experience.
II. OBJECTIVES
To identify the role of front offices practices to improve guest satisfaction.
To analyse how the front office impact the guest satisfaction.
III. LITERATURE REVIEW
According to the research of Mr Nain he primarily focussed on the very fact how the assorted innovative practices are impacting the guest satisfaction the guest satisfaction yet because the measure which are implemented for the identical ranging from the pre arrival stage to the post departure stage in context of the hotel within the West Gurgaon & capital of India region which had a big impact on their guest retention & loyalty.
According to Mohsin, in his work he was focussed to assess the service quality & its perception of shoppers within the hotels and which helps the management so as to spot the areas which require attention to satisfy and which can help in exceeding the customer expectations. The results indicated that there's significant difference between expectations of the guests and therefore the actual experiences.
According to Melia 2010 research she explained about the critical areas which cause the successful operation of the business & in addition because the areas which are chargeable for achieving the general goals of the hotel which are needed to be achieved & how this affects the performance standard of the hotel. therein they discussed about how customer satisfaction, quality of staff performance & the standard of products/goods & services offered as these are a very important factor which helps the hotel to take care of its competitive draw near the market.
According to Valeria, in her article she suggested that to extend the occupancy levels, consecutively the revenue levels and therefore the guest experience, the hoteliers must understand the requirements of the guest, their preferences within the hotel. It affirms that it might provide value to customers and aid in guest retention. The study has developed methodological framework to analyse the guest-hotellationship training.
Reward employees for positive mentions.
Responding to guest reviews and feedback on social media is that the next best practise. By responding, you demonstrate that you're being attentive and are concerned about the satisfaction of your guests. It's a chance to shift perceptions and express gratitude to guests for his or her feedback.
IV. METHODOLOGY
Primary sources
- Questionnaire
- Field survey Secondary sources
- NET magazine
- Tourism ministry
- Hospitality Industry
- Sample paper
V. DATA ANALYSIS AND INTERPRETATION
I have surveyed among the 40 people who visited the hotel (Radisson Blu Greater Noida). Below analysis is the result of my field survey. In my survey, out of 45 people, 60.6% and 26.1% were male and female, respectively.
According to the data we can see that 100% of the people have their responsive in the for of that feedbacks are important for the management and it to effects or impacts the hotel business. According to the status we see that 90% of people think that taking follow ups on guest complaint is important where as we can see that only 10% of the population are not really in the favour of the same.
Online reviews of the properties and important factor for the prospective customer while choosing any property where we can see that 25% of the people are strongly agree in this fact where as 60% are just agree with the same and only few person are neutral to the fast and 7.5% strongly disagree this.
One of the most important, but often overlooked, responsibilities is following up with clients.
Customers typically arrive at hotels with the conduct perceptions of how they should be treated. Most visitors believe that employees are helpful and friendly, as well as knowledgeable about the world and nearby attractions.
All of those hotels, restaurants, resorts, home stays, airlines, cruise ships, and specific establishments are a part of the rapidly expanding welcome industry. This business is primarily driven through the use of the service provided to clients throughout their tour, in addition to the meal they may be available to eat. With more clients gaining power, more people will be able to afford to travel and visit new places. On the other hand, the increase in tourism contributes to the expansion of the welcome commercial enterprise.
