Problems Concerning Service Quality of Hotel Front Desks
Ouyang Xiaob · Keizai keizai · 2013
As a service center meeting customer first, the service of a front desk directly affects the image, overall service and management level, and economic benefit of a hotel. Given that some hotels pay less attention to the management of their front desks, the service staff of the front desks are usually poorly trained with insufficient sales and communication techniques, resulting in inefficient communication between inside departments and frequent personnel turnover. To cope with these problems, hotels need to enhance the management of front desk services by investing more in training front desk staff with sales techniques, improving their professional knowledge and proficiency of operations. In addition, hotels should help staff plan career life and build a strong talent pool in ways that help retain employees.