A Study on Front Desk Employees in India
DOI:
https://doi.org/10.61841/qxef3r08Keywords:
Skills, Human Resources, Hotels, Recognitions, Front OfficeAbstract
The hospitality business is one of the most settled sub-adventures in the movement business, yet despite the modernization what's progressively, specific headway of this sub-industry, essential resource remains the human resource. In the settlement business the front office fills in as the first and one of the most noteworthy motivations behind contact with the guest. This examination bases on front office agents in regulatory and non-authoritative situations at various hotels in India and sees how delegates' statistics establishment, skills what's more, acknowledgment about the probability for future headway are related to their objectives to remain in this industry. The assessment was driven among 120 front desk region delegates and 40 front desk zone executives at hotels in India between 2012 and 2013. Most of the laborers were young, single and female. The results show that among those in non-authoritative positions 65 percent need to leave the business, while among bosses only 35 percent need to leave the business. In addition, the revelations show that working at a chain cabin and working as a boss improve the likelihood of surveying chances of headway as extraordinary. These results may bolster hotel boss understand the outlooks of their laborers and venture toward improving their motivation additionally, desk recognitions that will impact their status to remain in the hotel business
Downloads
References
[1] P. Martínez and I. Rodríguez del Bosque, “CSR and customer loyalty: The roles of trust, customer
identification with the company and satisfaction,” Int. J. Hosp. Manag., 2013.
[2] L. A. Kasiri, K. T. Guan Cheng, M. Sambasivan, and S. M. Sidin, “Integration of standardization and
customization: Impact on service quality, customer satisfaction, and loyalty,” J. Retail. Consum. Serv.,
2017.
[3] H. Oh and K. Kim, “Customer satisfaction, service quality, and customer value: years 2000-2015,” Int. J.
Contemp. Hosp. Manag., 2017.
[4] X. Xu and D. Gursoy, “Influence of sustainable hospitality supply chain management on customers’ attitudes
and behaviors,” Int. J. Hosp. Manag., 2015.
[5] K. Ryu and H. Han, “Influence of the Quality of Food, Service, and Physical Environment on Customer
Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price,” J.
Hosp. Tour. Res., 2010.
[6] K. Ryu, H. R. Lee, and W. G. Kim, “The influence of the quality of the physical environment, food, and
service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions,” Int.
J. Contemp. Hosp. Manag., 2012.
[7] M. R. Kim, C. A. Vogt, and B. J. Knutson, “Relationships Among Customer Satisfaction, Delight, and Loyalty
in the Hospitality Industry,” J. Hosp. Tour. Res., 2015.
[8] B. Prud’homme and L. Raymond, “Sustainable development practices in the hospitality industry: An empirical
study of their impact on customer satisfaction and intentions,” Int. J. Hosp. Manag., 2013.
[9] K. A. Sun and D. Y. Kim, “Does customer satisfaction increase firm performance? An application of
American Customer Satisfaction Index (ACSI),” Int. J. Hosp. Manag., 2013.
[10] E. N. Torres and S. Kline, “From customer satisfaction to customer delight,” Int. J. Contemp. Hosp. Manag.,
2013.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
