Abstract:
The study assesses the role of hotel front desk on customer satisfaction in two selected
hotels in the Tamale Metropolis. Valid data were collected from 200 respondents,
consisting of ten (10) Managers, 20 front office employees and 170 customers. Using
embedded or concurrent nested Mixed-Method Research (MMR) approach, data were
analyzed using a number of statistical techniques including mean, standard deviations and
kurtosis. The study is anchored within the context of the SERVQUAL Model. The results
of the study indicate that the responsiveness dimension of the Hotel Front Desk
operations exerts the greatest influence on customers’ satisfaction, followed by empathy,
assurance, reliability and then tangibles. The practical implication of the study begins
with the hotel managers and policymakers acknowledging that the implementation of the
SERVQUAL model in hotels should be done with a guided thought; in a sense that the
implementation and monitoring of each of the dimension should be implemented
depending on the needs of the hotels. When this advice is heeded hotels will not end up
wasting resources in implementing less-needed dimensions in their hotels. The study
showed that respondents perceived safety and security as the service quality dimension.
Performing services right from the first time (M= 3.98; SD= 0.569). The study also
showed that front desk staff are always willing to help guests (M= 4.98) that was staff
and managers identify as what satisfy the customers at Modern City and Mariam hotel in
Tamale Metropolis. The study recommends, among others, that hotel managers should
pay attention to each sector of the hotel by monitoring the operational needs of each of
these sectors. Hotel managers should also subject themselves to the observance of quality
control protocols as this will automatically keep them on track in terms of their
operational pursuits.
Description:
A Thesis in the Department of Hospitality and Tourism Education, Faculty of
Technology Education, Submitted to the School of Graduate Studies in Partial
Fulfillment of the Requirements for the Award of the Degree of Master of
Philosophy (Catering and Hospitality) in the University of Education, Winneba Kumasi