Role of Front Office Standards in Delivering Personalised Service to the Guest

Abstract

This project aims to critically evaluate the impact of standards on the delivery of customer service from a hotel front office perspective. The literature is concerned with three key areas: Standards; customer service and customer satisfaction and finally front office.The project uses telephone interviews with front office managers from a sample organization as its source of data collection. The organization in question is Q hotels; the project uses a sample size of five front office managers from across Delhi/NCR. The project then compares the literature review with the results from the research to ascertain whether there is an agreement between the two. Where there is no agreement between principles and practice, a discussion is undertaken as to why this is the case. The conclusion re-addresses the initial aim of the project; it critically evaluates how standards impact upon the ability of front office to deliver excellent customer service