Kadek Samanta Agripina, Ida Ayu Kalpikawati, I Nyoman Sukana Sabudi

The Influence of Front Office Service Quality on Guest Satisfaction at Courtyard by Marriott Bali Nusa Dua Resort

Introduction

The influence of front office service quality on guest satisfaction at courtyard by marriott bali nusa dua resort . Explore the influence of front office service quality on guest satisfaction at Courtyard by Marriott Bali Nusa Dua Resort. Discover how responsive staff positively impact hotel guest experience.

Abstract

Service quality plays a vital role in the hospitality industry as it directly influences guest satisfaction, customer loyalty, as well as the image and sustainability of a hotel. As the primary point of guest interaction, the front office is crucial in shaping first impressions and creating a pleasant and memorable stay experience. This study aims to examine the effect of front office employees’ service quality on guest satisfaction at Courtyard by Marriott Bali Nusa Dua Resort. A quantitative descriptive approach was employed, with data collected through questionnaires distributed to 120 hotel guests. Data analysis included validity and reliability testing, simple linear regression, and t-tests using SPSS version 26. Service quality was measured using the SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings reveal that the service quality of front office staff has a positive and significant impact on guest satisfaction. This suggests that responsive, courteous, and personalized service enhances guest comfort and overall stay experience. The study highlights the importance of continuous training and evaluation for front office employees to maintain consistent service quality and ensure that guest expectations are met.

Review

This study addresses a highly pertinent topic within the hospitality industry: the relationship between front office service quality and guest satisfaction. The abstract clearly articulates the importance of this area, recognizing the front office as a critical touchpoint for guest experience and its direct influence on hotel reputation and sustainability. The objective to specifically examine this effect at Courtyard by Marriott Bali Nusa Dua Resort is well-defined, providing a focused scope for the research. The study's premise—that high-quality front office service significantly contributes to a positive guest experience—is both intuitively sound and empirically valuable, offering insights directly applicable to hotel management and staff training. Methodologically, the study employs a quantitative descriptive approach, utilizing questionnaires distributed to a sample of 120 hotel guests. The use of established SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) for measuring service quality is a strength, ensuring a structured and recognized framework for assessment. The abstract indicates appropriate statistical analysis, including validity and reliability testing, simple linear regression, and t-tests, performed with SPSS. The primary finding—that front office service quality has a positive and significant impact on guest satisfaction—is compelling and reinforces existing literature. This conclusion underscores the necessity of responsive, courteous, and personalized service in elevating guest comfort and overall stay enjoyment. While the findings are valuable, the study's scope, being limited to a single hotel, might restrict the generalizability of its conclusions to other properties or broader contexts. Future research could benefit from a comparative analysis across multiple hotels or different hotel categories to enhance external validity. Additionally, while the quantitative approach provides robust statistical evidence, incorporating qualitative methods, such as in-depth interviews or open-ended survey questions, could offer richer insights into *why* specific service aspects resonate most with guests and the emotional dimensions of their satisfaction. The recommendation for continuous training and evaluation is highly practical, but exploring specific training methodologies or performance metrics tied to guest satisfaction could be a fruitful avenue for further investigation.

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