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Essay On Front Office Service

842 Words4 Pages

(1) Tangibility Tangibility refers to the physical evidence of front office staff which is including a personality and appearance of personnel, equipment and tools used to provide the service. For instance, Nankervis (1995) discovered that some hotel chains (e.g. Mandarin, Hyatt and Hilton) consciously ensure that their properties are conformed to global standards of facilities wherever they are located. However, the researcher in this study is focusing on how well-dressed of the front office staff are.
(2) Reliability Reliability refers to the ability involve to perform the promised service accurately and dependably. It includes “Doing it right the right time”, which is one of the most important service components for guests. Reliability …show more content…

It had been said that “Today luxury is time”. Front office staffs’ ability to provide services in a timely manner is a critical component of service quality for many guests. For instance; Example 1: The front office staff asking for guests’ name, address, postcode and contact number during the telephone booking.
Example 2: The guests asked to guarantee their booking, the different rates and they are offered and which ones they accept. Example 3: The guests are offered alternative accommodation at a sister hotel and how efficiently that is arranged and reservation cards being ready to sign upon arrival.
(4) Assurance Assurance refers to the courtesy and knowledge of employees and their ability to convey trust and confidence which including competence, courtesy, credibility and security.
A. Competence means ownership of the skills and knowledge to perform certain services. It involve skill and knowledge of the contact personnel, skill and knowledge of the operational support personnel, research capability of the

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