Browsing by Author "M’MBOLOLO, MARTHA MKANYIKA"

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    THE ROLE OF FRONT OFFICE DEPARTMENT TOWARDS GUEST SATISFACTION IN FIVE STAR IN NAIROBI :A LOOK AT KWETU CURIO COLLECTION BY HILTON NAIROBI.
    (Boma International Hospitality College, 2024-10) M’MBOLOLO, MARTHA MKANYIKA
    The primary goal of this study on the contribution of the front office department to client happiness at five-star hotels—Kwetu Curio Collection by Hilton—is to examine how the front office department affects customer satisfaction. The study will look into the responsibilities of the front office in visitor satisfaction, the hotel guest cycle, and new trends in the front office at Kwetu Curio; it will also look into the key areas for improvement. The research will use both quantitative and qualitative approaches to determine the function of the front office in guest satisfaction, with data collected through questionnaires. The study discovered that customers had a positive impression of the front desk staff at the hotel. However, the majority of the guests did not believe that the front desk staff inspired visitors and that information about the hotel was insufficiently available. It was also shown that the level of service provided by front desk workers has a substantial impact on client satisfaction. The front desk staff lacked treatment equality, attention to detail, and language proficiency. The report advises hotels to engage in highly motivated front desk staff through capacity building of front office staff on how to inspire visitors to attract more customers and training of the staff on how to be more sensitive to guest’s wants and preferences to improve the overall guest experience.