CUSTOMER SATISFACTION TOWARDS COMMUNICATION SKILLS OF FRONT OFFICE STAFF AT THE HOTEL (CASE STUDY FIVE STARS HOTELS IN AQABA)

Abstract

This research will serve as a realistic guideline for hotel administration, particularly for the front desk staff. The findings of this research will help front office employees improve their communication skills, allowing them to better fulfill the requirements of their clients and increase their happiness. If the outcome revealed that the service had received a high rating, the hotel owner would be pleased. A low score would, on the other hand, prompt the hotel owner to improve the service and set up a training program for his or her employees.The technique that was used in the present investigation there are many components on this document: the research model, operational definitions of the study's independent and dependent variables, research hypotheses, as well as a data collecting instruments, research population, and research sample.The components of this study are developed on the basis of prior literature, which may be either theoretical or empirical in nature. Indeed, the factors utilized in this research are often found in the literature on tourist development. In this case, the skewness values were within the normal range (from -1.0 to +1.0), indicating that the data from the independent variables is normal. The VIF values were smaller than the critical value (10) that was shown to be the most frequent across the majority of research, indicating that there was no multicolinearity issue among the independent variables in this study.

Keywords

• cultural skills
• language skills
• body language skills
• handling skills