Volume 20 No 20 (2022)
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Impact of Perceived Front Office Practices on Guest Experience and Revisit Intentions: A Study of Star Category Hotels in Kashmir
Yamleek Yousuf, Dr.Ashutosh Sharma
Abstract
In this study, the effect of perceived front office practices on guest experience and revisit intentions in star-category hotels in Kashmir is studied. Using a descriptive and analytical research design, the study uses a structured questionnaire to collect data from 500 guests on their perceptions of front-office practices, service quality, and overall satisfaction. The results show that professionalism, personal information privacy, and the timeliness of check-in and check-out determine guest satisfaction. Room upgrades and personalised promotions are among the identified areas for improvement. The research also emphasises the need for personalised services, effective operations, and staff proficiency as critical factors in improving guest satisfaction and loyalty. Suggestions for hotel management involve increasing personalisation, improving communication, optimising processes, and employee development. The research adds to the field of hospitality by identifying the importance of front-office practices from guests’ perspectives in the hospitality industry in Kashmir. This research focuses on the effect that perceived front office practices have on the guest experience and revisits the intentions of the star hotel category in Kashmir.
Keywords
Front Office Practices, Guest Satisfaction, Revisit Intentions, Service Quality, Star-Category Hotels, Kashmir.
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