THE IMPACT OF FRONT OFFICE STAFF SERVICE ON HOTEL GUEST LOYALTY AND SATISFACTION
Keywords:
Front Office Service, Guest Loyalty, Guest Satisfaction, Hotel.Abstract
This study aims to determine the impact of Front Office staff service on hotel guest satisfaction and loyalty. Front Office staff play a crucial role as the first point of contact between guests and the hotel, making their service quality an important factor in shaping guest perceptions and overall experiences. A qualitative method was employed in this study, involving an in-depth review of journals, books, and other relevant scientific sources related to hospitality management, customer satisfaction, and guest loyalty. The study focuses on analyzing how the quality of service provided by Front Office staff influences guests during their stay and affects their future behavioral intentions. The findings indicate that the quality of service delivered by Front Office staff has a significant positive impact on both guest satisfaction and loyalty. Professional, friendly, responsive, and efficient service contributes to creating a welcoming atmosphere and enhances guests’ comfort throughout their stay. Guests who receive high-quality service are more likely to develop positive perceptions of the hotel and feel that their needs and expectations have been met. As a result, satisfied guests tend to revisit the hotel in the future and are more willing to recommend it to family, friends, and colleagues through positive word-of-mouth communication. Furthermore, effective communication skills, problem-solving abilities, and personalized attention from Front Office staff can strengthen guest trust and emotional attachment to the hotel. Therefore, improving Front Office service quality is essential for maintaining guest satisfaction, increasing loyalty, and achieving long-term success in the highly competitive hospitality industry today
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Copyright (c) 2026 Alifa Nurul P, Selvanny Dwi Saputri, Rara Rachel, Firstia Mida Sekar A, Kasmin Kasmin (Author)
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