Investigation of Communication Skills of Front-Line Employees in Boutique Hotels
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| Dokumentumtípus: | Diplomadolgozat |
| Kulcsszavak: | Boutique Hotel communication communication skills communication trainings hospitality reception Skills soft skills tourism training |
| Online Access: | http://dolgozattar.uni-bge.hu/55130 |
| Kivonat: | This study aims to explore the role of soft skills, specifically front-line employees' communication skills, in influencing the guest experience in boutique hotels, in the light of the increasing demand for these types of accommodations. It directs to offer practical recommendations to hotel managers on why it is important and how to focus on the training of soft skills of Front-line employees. The main research question that the study aims to answer is: “To what extent do the soft skills, particularly communication skills, of frontline employees in boutique hotels in Budapest influence the guest service journey and overall satisfaction, as perceived by front office managers?”. For the study qualitative research approach was used and semi-structured interviews were conducted with four front-office managers of boutique hotels located in Budapest. The results of the study prove that the communication skills of the front desk staff are major and, in every case, must positively affect the experience of the guests. For a hotel to succeed in the ever-changing hospitality industry a competent workforce is needed, that can be created by ongoing training and managerial involvement. |
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