The Effect of Service Quality by Front Office Staff on Guest Satisfaction at Hilton Clearwater Beach Resort & Spa

Dewani, Ni Gusti Ayu Putu Anggitha (2025) The Effect of Service Quality by Front Office Staff on Guest Satisfaction at Hilton Clearwater Beach Resort & Spa. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

The tourism industry in Indonesia shows a growth trend, with the hotel sector playing an important role in supporting tourist satisfaction. This study aims to analyze the implementation of service quality at the front office of Hilton Clearwater Beach Resort & Spa Florida and evaluate the level of guest satisfaction with the service. The research method used is descriptive analysis and simple linear regression with quantitative data from guest surveys and qualitative data through interviews. The results of the study indicate that front office service quality has a significant effect on guest satisfaction. Factors such as speed of check-in, staff friendliness, and responsiveness to complaints contribute greatly to guest perceptions, guest satisfaction is also influenced by additional factors such as facilities and comfort offered during the stay. This study concludes that improving service quality at the front office can improve overall guest satisfaction. Therefore, it is recommended that hotel management more improve on training front office employees and improving service procedures to improve guest experience.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Front Office Service, Guest Satisfaction, Service Quality
Subjects:	Ilmu Sosial Humaniora > Ilmu Sosial
Divisions:	Jurusan Pariwisata > Prodi D4 Manajemen Bisnis Pariwisata > Skripsi
Depositing User:	Ni Gusti Ayu Putu Anggitha Dewani
Date Deposited:	01 Sep 2025 03:31
Last Modified:	01 Sep 2025 03:31
URI:	https://repository.pnb.ac.id/id/eprint/18679

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