The influence of customer-contact service on hotel experience: guest satisfaction with front office experience in Washington, D.C. hotels

This study focuses on the services provided by the front office in hotels and guest satisfaction with these services. The role of front line employees in the hospitality environment, who have the most direct contact with hotel guests, is the subject of this research. The most heavily identified demanding, personalized services of the front office are analyzed by looking at higher satisfaction levels, and also higher service quality as a result of staff performance. Satisfaction levels at the front office are further discussed as the significant service experiences influence customers’ future behavioral intention.