Download complete project materials on Influence Of Frontline Employees In The Management Of Customers Expectation from chapter one to five
CHAPTER ONE
PASS 2024 UTME WITHOUT STRESS:- 👉 DOWNLOAD and PRACTICE with 2023 UTME CBT APP 📱👈
CLICK to DOWNLOAD NOW.:- 👉 PASS Your POST UTME by Downloading Your School's Post UTME Past Questions and Answers 📱👈
INTRODUCTION
Background of the Study
The success of any organization depend many on the ability of its operations to carryout effectively and efficiently responsibilities given to them in line with the organizational goal. For any leader or manager or administrator in an organization to ensure successful realization of the organizational goal. He must have the knowledge and ability of managing people because such success depends so much on the performance of his subordinate.
The leader must be able to find out what motivate such individuals to give out their maximum output towards the organizational goals. The leader must be able to identify what structure of work should be put in place and efficient manner.
Most businesses spend more time and energy trying to find new customers than they spend retaining the customers that they have. The logic behind customer retention is simple – it costs far less money to keep current customers happy than to spend much more money to recruit new customers. Loyal customers tell their friends about your business and will spend more money than new customers.
Everyone has heard the age-old adage that the bottom line of any business is directly related to its frontline – the company’s employees. Actually, when it comes to a customer’s perspective of a hospitality company, the employees are the business. How often do customers come in contact with organization’s executives?
Therefore, frontline employees are definitely the face of every hospitality business. However, do hospitality management leaders consistently perform with this philosophy in mind? If a true and stark assessment is actually conducted the answer is a resounding “no.”
The frontline employees are the doers. In a restaurant setting these are the servers, bussers, bartenders, hosts and hostesses who should be the most important people within that company. The concept is easy to grasp intellectually, but the reality is sometimes overlooked. These are, typically, the lowest wage earners in the organization and more than usually are thought of as expendable but remain the most important employees from a customer’s perspective.
The frontline employees should be treated like the star players on a ball team. They should always be honored for their high level of work performance. They need to be recognized. No corporate strategy and goal-making will amount to much without the proper execution of those plans which falls to a company’s frontline employees.
It is s simple equation: the customer is either satisfied or is not. The frontline employee is held responsible by the customer for the entire experience – even down to how far from the door they had to park. And, unlike tip level executives referring to charts and reports, frontline employees do not need statistical computer printouts to know what’s going on since they live what’s going on. They are the team members doing the scoring so they know how the game is shaping up at all times.
Lockwood (20009) defines standards as a promise of and an approach to quality. The literature over the past 8 years placed the main thrust of discussion upon the customer experience and customer satisfaction.
Pizam and Holcomb (2008, p66) define customer satisfaction as “The ability of an organization to fulfill the needs of its customers.”
In order to provide an excellent customer experience there needs to be standards and to deliver this the staff need to be trained and able to embody and understand them. With customer experience being at the forefront of modern day hospitality literature, it is necessary to draw attention back to the importance of standards.
Without service staff fully understanding and embodying their organisation’s vision standards cannot be fully appreciated nor implemented. Therefore, it is important to ascertain the thoughts, attitudes and understanding of front office managers towards standards, since front office plays a vital role in the delivery of the customer experience and customer service in hotels.
1.2 Statement of the Research Problem
The customer welfare as it is observed in most hospitality industry in Nigeria is not just too good enough, standards are not just a choice, rather they are a requirement for any hospitality operation. However, the role standards have played and the lengths to which it is discussed in the literature, in recent years, has varied significantly.
With this in mind a brief historical overview of the role that standards have played within the literature over the last 20 years is provided. The 1990’s saw a focusing upon the need for standards, not only within branded operations but also within hospitality in general.
There are problems of lack of proper communication between the frontline employee and the customer. The hospitality industry also need have all the necessary facilities that that can motivate customers and also to adopt the modern machine and facilities in rendering services to customers.
1.3 Objectives of the Study
The aim of this project is to critically evaluate the impact of standards on the delivery of customer service from a hotel front office perspective. In order to meet this aim, the following four objectives have been set:
To examine the importance of standards in delivering customer service.
To explain the context of hotel front office standards with customer service.
To determine the extent to which front office managers believe and understand that standards help in delivering customer satisfaction, and their attitudes towards them.
To highlight key areas relating to standards to help support front office managers in the delivery of customer service.
1.4 Significance of the Study
Existing literature have shown that very little work has been documented on this direction which is the factor affecting the performance in hospitality industry in Nigeria. It is an important aspect that deserves attention.
The identification of problem and solution will be useful to both the hotel managers and proprietors/proprietress. It will provide means of solving this problem in order to accomplish desired goals.
The government commerce and hospitality sectors will benefit tremendously on the complication of this project.
It is hoped that more research work would be carried out in this direction so as to eradicate these problem and foster the growth of the in Nigeria.
1.5 Scope of the Study
This research work is to investigate the role of front line employees in the management of customers expectation and the research will concentrate solely and more on the problems associated with staff performance and finally, the standard and importance of frontline employees in customers satisfaction.
1.6 Research Question
1. What are the importances of standards in delivering customer service?
2. What are the contexts of hotel frontline standard with customer service?
3. What are the responsibilities of frontline manager in enhancing customer satisfaction?
4. What are the strategies of improving customer service?
SEE >> HOW TO DOWNLOAD THE COMPLETE PROJECT (CHAPTER 1-5) NOW
>GUARANTTEE|:| Score 280 Above in 2024 UTME👉 DOWNLOAD FREE JAMB CBT APP HERE:.: GURRANTTEE Score 280 Above in 2022 UTME👉 DOWNLOAD FREE JAMB CBT APP HERE 📱👈WISH TO STUDY & LIVE in UK?:- STUDY, WORK AND LIVE IN the UK Application Form NOW OUT. Call 08030447894
