FACTORS THAT INFLUENCE FRONTLINE EMPLOYEE BEHAVIOR TOWARDS GUEST SATISFACTION IN HOTEL
Keywords:
Employee behaviour, guest satisfaction, work environment, hotelAbstract
This study seeks to analyse the factors that influence frontline employee behaviour
towards guest satisfaction as frontline employee is the first person that any hotel guest
would refer to should there be any queries. Thus, being a frontline employee will have
an impact on guest approach and overall satisfaction. For this paper, in order to
achieve the objective of the study, a review on data collected from secondary data such
as journals, articles and websites were carried out. The finding of the study has proven
that there is a relationship between the variables and has an impact on the service
encounter. In conclusion, frontline employee behaviour is a vital factor to focus as they
can give great effect on overall satisfaction or dissatisfaction for guest in their
experience during their stay in the hotel.
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