Front office services / edited by Desmond Waller.

Includes bibliographical references and index.

Service customer loyalty: an evaluation based on loyalty factors -- The effects of perceived value, website trust and hotel trust on online hotel booking intention -- Price or convenience: what is more important for online and offline bookings? a study of a five-star resort hotel in Taiwan -- Predicting conversion rates in online hotel bookings with customer reviews -- Investigating multiple devices used in the hotel reservation process -- Hotel overbooking and cooperation with third-party websites -- Forecasting hotel room occupancy using long short-term memory networks with sentiment analysis and scores of customer online reviews -- The impact of hotel customer experience on customer satisfaction through online reviews -- Factors contributing to staff turnover in the hotel industry: a literature review -- Applying revised gap analysis model in measuring hotel service quality -- Technology-based service encounter- a study of the use of e-mail as a booking tool in hotels -- Open innovation through customer satisfaction: a logit model to explain customer recommendations in the hotel sector -- Investigating key attributes in experience and satisfaction of hotel customer using online review data.

"The hospitality industry is constantly evolving to enhance the guest experience and improve the level of service provided by hotels. The hotel front desk is a crucial component of the Front Office operations as it creates the guest's first impression. Therefore, hotels have adopted new practices to enhance the performance and service offered, with each guest being treated with utmost consideration to make them feel special.
Hotels are always seeking new ways to enhance the customer experience and thrive as a company. The hotel front desk plays a vital role in Front Office operations and is responsible for making the guest feel welcome and valued. With so much competition in the industry, hotels must implement new and creative ways to attract more customers. The front office staff of a hotel must possess a diverse range of skills, including the ability to use various technologies like printers, fax machines, and phones.
This book “Front Office Services” is designed to educate and train individuals who aspire to become leaders in the hotel industry. It provides a detailed understanding of front office systems and procedures that are essential for the smooth functioning of a hotel's front desk operations. This book is a valuable resource for those who want to learn about the various tasks involved in front office management and how to perform them efficiently"-- Back cover.