CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

4. Front cashiers record guests� payment by producing receipts or daily notices.
They also receive money from the guests and take care of the money from all sections of
the hotel.
5. Telephone operators are responsible for the telephone contact, the
Supervision of the hotel sound system, and the morning call.
6. Night auditor examines the record of guests� payment and offers services to
the guests upon their check-in and check-out at night.
7. Guest relation officers always stand by at the desk near the lobby to offer help
and advice and solve the guests� problems. They need to have good knowledge of the
hotel and the major tourist sites in the city where the hotel is located. They also need to
be fluent in at least one foreign language.
8. Bellboys are mainly responsible for the guests� luggage. They take the hotel
guests to their room after they are informed about the room number and are given the
room key. Sometimes, they need to answer or inform the guests about other hotel
services.
In addition, front staff also are a base of operations during an emergency situation
such as a fire, bomb threat, medical emergencies. A capable, courteous and professional
front office staff can make each guest stay a pleasant experience and ensure the guests�
willingness to return.
As mentioned above, the front office is the most visible department in the
hotel. Front staff must be able to get along with many different types of people, even in
stressful situations. These people require following qualifications:
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