Published Paper Details:

The hotel and tourism industry is striving to develop and augment the guest experience. The hotel front desk is an imperative part of the front office operations because it creates the guest's first impression. In this era of competition, the hotels have adopted new and innovative practices to improve their level of performance and at the same time delight the guest. It became essential for the hotel to offer the excellent services and to do something innovative for their guest to keep them satisfied and fulfill their request. The guests had more options to choose from and it was important to retain the guest and give them life experiences so that they became loyal guests. The guest's feedback and suggestions helped the hotel to change a few of its practices and implement innovative and effective in the industry. This Research paper has stated guest satisfaction is a differentiator and vital success factor for the hotel. Research has shown that front office management and guest satisfaction have a relationship and that hotel performance is impacted because of the attitude and motivational levels of the employees.