Result seminar on the effects of communication skills of front office staff towards customer satisfaction in four-star hotels in Tangerang

Fabianto, Jennifer and Jonatan, Charity Leticia and Cahyadi, Leony (2024) Result seminar on the effects of communication skills of front office staff towards customer satisfaction in four-star hotels in Tangerang. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research explores how front desk employees' communication skills significantly affect customer satisfaction in the context of South Tangerang's four-star hotels. One of the most important factors affecting visitors' experiences and impressions of hotels is communication. The different types of communication skills such as language skills, body language skills, cultural skills, and guest handling skills influence the hotel’s customer satisfaction in various ways. The purpose of the research is to provide a thorough analysis of research data that show how front office staff's use of effective communication tactics correlates with customer satisfaction levels. The report discussed about the result seminar conducted and any inputs, recommendations, and advice the researchers received from the panelists. This report was aimed to discover any useful and meaningful comments from the panelists for the researchers about the complex relationships between customer expectations, satisfaction, and communication skills in the hospitality sector through empirical research, and data analysis. Moreover, the panelists also gave some inputs and advice for the researchers regarding the tactical writing of the research paper. Researchers may anticipate insightful methods, recommendations, and insights from the panelists that will help to improve the research. The researchers will take account of the recommendations given by the panelists when revising their research.

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