An assessment of customer satisfaction of front desk operation a case study of modern city hotel in the Tamale Metropolis

Abstract

The research work was steered to assess Customer Satisfaction of front desk operation in the tourism industry with particular reference to Modern City Hotel in the Tamale metropolis in the Northern Region of Ghana. Questionnaire and interview were data collection instruments used to solicit for data from one hundred and five customers and twenty – five employees of the hotel. The findings revealed that customers were much in higher expectation in assurance. Again, customers considered tangibility and empathy as the most important factors for determining satisfactory service delivery. Customers‟ perceptions however exceeded their expectation. Based on the above findings the suggested strategies to improve quality service delivery by respondents included: hiring qualified staff, organisation of regular training sessions by hotel management to their staff given incentives to staff to boost their morale to work as well as staff attending to guests as quick as possible and delivering the right information at the right time