A Study on Hotel Front Office Practices and Its Impact on Guest Satisfaction with Reference to the Vivanta by Taj Blue Diamond, Pune
Published: 2015
Author(s) Name: Rasika Gumaste, Ritu Bhagwat, Puneet Thakkar |
Author(s) Affiliation: Assistant Professor, AISSMS CHMCT, Pune, Maharashtra, India
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Abstract
The case study of Vivanta by Taj Blue Diamond, Pune focuses on finding the innovative practices of the Front Office Department and measuring their impact on guest satisfaction. Based on the findings it was observed that there was a positive impact of innovative practices, service quality, courtesy, competency and responsiveness (CCR) of staff on guest satisfaction level in the hotel.
Keywords: Innovative Practices, Guest Satisfaction, Service Quality
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