Development of Procedure of Front Office Staff Service for Revisits of Guests: A Case Study of four-Star Hotels in Chonburi Province
Keywords:
Procedure of Service, Front Office Staff, Revisits of GuestsAbstract
The objectives of the study were to 1. study the demographic profile and behavior of guest;
2.study the level of procedure of front office staff service and revisits of guests; 3. study the differences
of demographic profile and behavior affecting procedure of front office staff service; and 4. study the
influence of procedure of front office staff service towards revisits of guests in four-star hotels in Chonburi
Province. This study was conducted in quantitative approaches. The samples were 400 Thai guests,
who had experiences in four-star 25 hotels in Chonburi Province. The analysis of data was descriptive statistics
in terms of frequency, percentage, standard deviation as well as inferential statistics in terms of independent
sample t-test, one-way ANOVA and multiple regression analysis with enter method to prove hypotheses.
The results showed that attitude on procedure of front office staff service and the revisit of
guests were at high levels. From hypothesis testing, it was found different in occupation, period of times
to stay the hotel and the purposes of stay. Procedure of front office staff service, especially pre-arrival,
while staying at the hotel and departure had an influence revisit of guests. The best prediction of procedure
of front office staff service of revisits of guests will be pre-arrival, while staying at the hotel, and departure,
respectively.
The results of the study can be applied for the guidelines how to drive the service business in order to generate
the revisit of Thai tourists. Moreover, the development of level of procedure of front office staff service
towards the quality standards of guest satisfaction should be concerned. Yet, the strategic direction of the
service business formulation, which can be promoted as an international quality standards, will be useful
for giving services to tourists from different cultures in the future.
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