Development of Procedure of Front Office Staff Service for Revisits of Guests: A Case Study of four-Star Hotels in Chonburi Province


  • Benjamaporn Chumnanchar Faculty of liberal-arts, Southeast Bangkok College
  • Patima Rungruang Faculty of accounting and management science, Southeast Bangkok College
  • Sophitda Nakwijit Southeast Bangkok College


Procedure of Service, Front Office Staff, Revisits of Guests


The objectives of the study were 1) to study demographic profile and behavior of guest 2) to study level of guest cycle of front office and revisits of guests 3) to study the demographic profile and behavior affected the guest cycle of front office 4) to study the relation of guest cycle of front office and revisits of guests in four-star hotels in Chonburi province. This study was conducted in quantitative approaches. Data were collected through questionnaires. The samples were 400 Thai guests who stayed in four-star hotels in Chonburi province. The Statistical was used to analyze variables with descriptive Statistics such as frequency distribution, percentage calculation and standard deviation of variables. Also, inferential statistics were used to test the research hypotheses with Independent Sample t-test, One-way ANOVA (F-test) and Multiple Regression Analysis.

The results showed that the comments on the guest cycle of front office a high level and the revisit of guests was at a high level. Hypothesis testing, it was found that occupation, period of times to stay the hotel and the purposes of stay has statistically significant difference a .05 level.  The guest cycle of front office, especially pre-arrival and departure had an influence revisit of guests at a statistical significance of .05 level.


Download data is not yet available.


Boontom,T., Ruangrob, A., & Wisitthikat, B. (2020). Service Quality Affecting Image and Loyalty of 3 – Star Hotels for Thai and Foreign Tourists in Pattaya City, Chonburi Province. Proceedings of 15th RSU National Graduate Research Conference (pp. 606-616) Graduate School: Rangsit University.

Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The impact of nformation security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word of mouth. International journal of contemporary hospitality management, 24 (7), 991-1010.

Bunrangsee, P., & Pasunon, P. (2018). Factors affecting hotel selection of Thai tourists In Bangkok. Journal of Humanities and Social Sciences Thonburi University, 12(29), 193-205.

City Data Platform. (2021). Number of tourist. Retrieved from

Chaisaengpratheep, N. (2018). Service Quality of Hotel Business in NhongkAai. VRU Research and Development Journal Humanities and Social Science, 13(1), 98-106.

Cochran, W. G. (1977). Sampling techniques (3rd ed.). New York: John Wiley & Sons.

GSB Research (2019). Hotel business situation in 2018-2019. Retrieved from

Hashem, T. (2018). The Flower of Service Concept and Its Influence on the Customer Satisfaction: Case Study of Jordanian Private Hospitals Sector. International Journal of Business and Management, 13(2), 122-122.

Kasavana, M. L., & Brooks, R. M. (1995). Managing front office operations. (3 rd ed). Michigan, USA: The Educational Institute of American Hotel & Motel Association.

Khemthong, S., & Ngamvichaikit, A. (2018). Hospitality Potential Development of Working Staff in Small Sized Hotel: A Study of Hotels in Loei Province. Journal of Business Administration the Association of Private Higher Education Institutions of Thailand, 7(1), 38-53.

Kim, J., Jang, S., Kang, S., & Kim, S. J. (2020). Why are hotel room prices different? Exploring spatially varying relationships between room price and hotel attributes. Journal of Business Research, 107, 118-129.

Kozak, M. (2001). Comparative assessment of tourist satisfaction with destinations across two nationalities. Tourism management, 22(4), 391-401.

Lovelock, C. H., & Wirtz, J. (2010). Services marketing: People, technology, strategy. (7th ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.

Narangajavana, Y., & Hu, B. (2008). The relationship between the hotel rating system, service quality improvement, and hotel performance changes: A canonical analysis of hotels in Thailand. Journal of quality assurance in hospitality & tourism, 9(1), 34-56.

Panpinit, S. (2010). Research techniques in social science. Bangkok: Witthayaphat Co.,Ltd

Pongwichai, P. (2008). Computer statistical analysis. Bangkok: Chulalongkorn University.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.

Prachachart. (2020). Pattaya sucks! 20% of tourists are unable to support high season Reveals India's last hope. Retrieved from

Prachachart. (2022). Open for research on the impact of "Covid" and the direction of "travel" in the future. Retrieved from

Prasanphanich, A. (2018). Online Marketing Mix Development Guideline for Hotel in Special Economic Zone (SEZ), Northeastern, Thailand. Journal of Business Administration the Association of Private Higher Education Institutions of Thailand, 7(2), 10-25.

Phusion, S. (2018). Application of SPSS Analyzing information. (8th ed). Mahasarakham: Taxila printing.

Schuhmacher, M. C., & Kuester, S. (2012). Identification of lead user characteristics driving the quality of service innovation ideas. Creativity and Innovation Management, 21(4), 427-442.

Shi, J. H., & Su, Q.(2007). Evaluation of hotel service quality based on customer satisfaction. In J. Chen (Ed.), Proceedings of the 2007 International Conference on Service Systems and Service Management (pp. 113–117). Piscataway, NJ: IEEE

Thai hotel association. (2019). Membership eastern. Retrieved from

Thailand Convention and Exhibition Bureau (TCEB). (2020). Pattaya colorful city Eastern MICE. Retrieved from

Turner, R. C., & Carlson, L. (2003). Indexes of item-objective congruence for multidimensional items. International journal of testing, 3(2), 163-171

World Tourism Organization (UNWTO). (2022).Tourism enjoys strong start to 2022 while facing new uncertainties. Retrieved from



How to Cite

Chumnanchar, B., Rungruang, P. ., & Nakwijit , S. . (2022). Development of Procedure of Front Office Staff Service for Revisits of Guests: A Case Study of four-Star Hotels in Chonburi Province. Journal of Business Administration The Association of Private Higher Education Institutions of Thailand, 11(1), 120–138. Retrieved from



Research Articles