Journal articles: 'Front office'

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Yuliana, Yuliana. "Pengaruh Trainee terhadap Kinerja Karyawan di Unit Front Office di Hotel X Ancol Jakarta." Binus Business Review 2, no. 1 (May 30, 2011): 226. http://dx.doi.org/10.21512/bbr.v2i1.1130.

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Front office (FO) is the poster image of a hotel. That is because this part of the first to welcome guests and can be regarded as the image of the hotel. Therefore, the officer who was in the front office should be able to serve guests with the best service so the guest will satisfaction can be realized and the image is formed with a good hotel. The existence of the front office as an image other than the hotel, as well as the information center. Customers only know part of this front office that can provide all the information you need, be it a hotel facilities as well as all information related to guest attractions such as location, schedule a show or concert. Hence, a front office staff should be kept up to date on the information circumstances surrounding the hotel and also the hotel. Officers in the unit front office should be able to well communicate and able to provide the needed of the guest. Because of limited number of employees, the trainees are very instrumental in petrified duties and responsibilities in the front office. Its presence will bring influence to the performance of employees in the front office.

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Huang, Qiubo, Qing Xia, and Rukmal Nishantha Weerasinghe. "A Knowledge Transfer Perspective on Front/Back-Office Structure and New Service Development Performance: An Empirical Study of Retail Banking in China." Interdisciplinary Journal of Information, Knowledge, and Management 16 (2021): 505–27. http://dx.doi.org/10.28945/4895.

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Aim/Purpose: The purpose of this study is to investigate the mechanism of the front/back-office structure affecting new service development (NSD) performance and examine the role of knowledge transfer in the relationship between front/back-office structure and NSD. Background: The separation of front and back-office has become the prevailing trend of the organizational transformation of modern service enterprises in the digital era. Yet, the influence of front and back-office separation dealing with new service development has not been widely researched. Methodology: Building on the internal social capital perspective, a multivariate regression analysis was conducted to investigate the impact of front/back-office structure on the NSD performance through knowledge transfer as an intermediate variable. The data was collected through a survey questionnaire from 198 project-level officers in the commercial banking industry of China. Contribution: This study advances the understanding of front/back-office structure’s influence mechanism on new service development activity. It reveals that knowledge transfer plays a critical role in bridging the impact of front and back-office separation to NSD performance under the trend of digitalization of service organizations. Findings: This study verified the positive effects of front/back-office social capital on NSD performance. Moreover, knowledge transfer predicted the variation in NSD performance and fully mediated the effect of front/back-office social capital on NSD performance. Recommendations for Practitioners: Service organizations should optimize knowledge transfer by promoting the social capital between front and back-office to overcome the negative effect organizational separation brings to NSD. Service and other organizations could explore developing an internal social network management platform, by which the internal social network could be visualized and dynamically managed. Recommendation for Researchers: The introduction of information and communications technology not only divides the organization into front and back-office, but also reduces the face-to-face customer contact. The impacts of new forms of customer contact to new service development and knowledge transfer between customer and service organizations call for further research. Along with the digital servitization, some manufacturing organizations also separate front and back-offices. The current model can be applied and assessed further in manufacturing and other service sectors. Impact on Society: The conclusion of this study guides us to pay attention to the construction of social capital inside organizations with front/back-office structure and implicates introducing and developing sociotechnical theory in front/back-office issue undergoing technological revolution. Future Research: As this study is based on the retail banking industry, similar studies are called upon in other service sectors to identify differences and draw more general conclusions. In addition, as the front and back-offices are being replaced increasingly by information technology such as artificial intelligence (AI), it is necessary to advance the research on front/back-office research with a new theoretical perspective, such as sociotechnical theory.

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Fitzgerald, Michael. "Managing front office operations." International Journal of Hospitality Management 10, no. 4 (January 1991): 387–88. http://dx.doi.org/10.1016/0278-4319(91)90024-c.

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Richardson, Clive. "Staffing the front office." OR Insight 4, no. 2 (April 1991): 19–22. http://dx.doi.org/10.1057/ori.1991.13.

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Bibhuti B Pradhan, Bibhuti B. Pradhan. "Management of Inn Front Office." International Journal of Mechanical and Production Engineering Research and Development 10, no. 3 (2020): 9549–56. http://dx.doi.org/10.24247/ijmperdjun2020909.

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Fakhri, Muhammad Reza, and Sri Marini. "THE INTERNAL COMMUNICATION IN HOTEL FRONT OFFICE DEPARTMENT." Journal : Tourism and Hospitality Essentials Journal 9, no. 1 (May 2, 2019): 45. http://dx.doi.org/10.17509/thej.v9i1.16989.

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This study aimed to find out the internal communication of front office department at Kytos Hotel Bandung. Communication is the important key in directing and coordinating of establishment. Poor communication of front office department will be impact to customer satisfaction and will decrease the revenue of the hotel. Problems arised in this research: 1) 1. How is the downward communication of front office department at Kytos Hotel Bandung?; 2) How is upward communication of front office department at Kytos Hotel Bandung?; and 3) How is horizontal communication of front office department at Kytos Hotel Bandung. The purpose of this research is to find out the downward communication, upward communication and horizontal communication of front office department at Kytos Hotel Bandung. The method used is a quantitative method. Observation, interviews, documentation, and questionnaires are used as a technique data collection. While the data analysis technique uses a Likert scale. Based on the results of the study, it can be seen that vertical communication (upward communication and downward communication) and horizontal communication performed by front office department at Kytos Hotel Bandung are still in the less category.

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Sayin, Kürşad. "The Effect of Communication Problems on Productivity in Hotel Operations: A Qualitative Application." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 11, no. 2 (November 16, 2019): 51–58. http://dx.doi.org/10.32015/jibm/2019-11-2-6.

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Front office department in hotel businesses generally consists of reception, reservation, switchboard operator and concierge departments in hotels. Communication with guests starts at reservation phase, it goes on with guest check in processes and ends with accommodation, check out and process after checking out briefly front office department is very important since it is the department which the guests are welcomed, hosted and sent off. Front office department also provides the communication within all the departments in the business. Realizing the processes in front office properly, enhancing the quality of services, raising the guest satisfaction and the increasing of the productivity of the staff all depends on the features of the communication. For that reason, an efficient communication with the other departments and the communication within the department for the productivity of the business is compulsory. Shortly, communication with other departments and the communication within the department in front office in hospitality businesses has a great importance. The sample for the study consists of 35 five-star hotel managers in Alanya, where tourism is very intense. Structure interview method is used in the study. Front office managers were asked to answer the questions, the answers were classified, their explanation about what means of communication was used with other departments and within front office, the reasons for the communication problems and its effects on the productivity was evaluated. Consequently, it was found out that all the front office manager know that the communication problems affect the productivity negatively. The fact that the problems of the communication do not only have a negative effect on front office activities but also on the all hotel activities was much obtained.

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Ni Made Ayu Purnami and Pande Agus Adiwijaya. "A GENDER-BASED ANALYSIS OF OBSERVANCE AND NON-OBSERVANCE OF CONVERSATIONAL MAXIMS IN FRONT OFFICE STAFF’S SPEECH AT RESTAURANTS IN UBUD DISTRICT." Getsempena English Education Journal 8, no. 1 (May 28, 2021): 1–13. http://dx.doi.org/10.46244/geej.v8i1.1148.

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This study was intended to investigate, describe and explain how conversational maxims are observed by the Front Office staff at restaurants in Ubud when they handle table reservation and what types of non-observance are committed by the Front Office staff in observing conversational maxims. The subjects were the Front Office staff at restaurants in Ubud district. The data for this naturalistic qualitative study were collected through observation and audio-recording which were then analyzed by using Paul Grice’s (1975) Cooperative Principle theory. In this research, there were 30 conversations of taking table reservation via telephone which were conducted by the front office staff at restaurants in Ubud sub-district when they handle table reservation. Generally, both male and female front office staff produced more observance of maxims than non-observance of maxims. The highest frequency of observance and non-observance of Gricean maxims produced by male front office staff was maxim of quantity (100%), then followed by flouting of maxims (62.5%), and infringing maxims (25%). The highest frequency of observance and non-observance of Gricean maxims produced by female front office staff was maxim of quantity (100%), then followed by flouting of maxims (68.1%), and infringing of maxims (9.0%). Moreover, there was no opting out of maxims and suspending of maxims occurred in the conversation. The utterances were obtained from 30 data in restaurant setting. In general, both male and female front office staff produced more observance of maxims than non-observance of maxims.

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Legros, Benjamin, Oualid Jouini, O. Zeynep Akşin, and Ger Koole. "Front-office multitasking between service encounters and back-office tasks." European Journal of Operational Research 287, no. 3 (December 2020): 946–63. http://dx.doi.org/10.1016/j.ejor.2020.04.048.

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Kartini, Luh Putu Ayunita, Ni Nyoman Triyuni, and Nyoman Mastiani Nadra. "Developing front office service as benchmarking at Discovery Kartika Plaza Hotel." Journal of Applied Sciences in Travel and Hospitality 4, no. 1 (March 11, 2021): 35–41. http://dx.doi.org/10.31940/jasth.v4i1.1931.

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The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

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Dillo, Ingrid, and Peter Doorn. "The Front Office–Back Office Model: Supporting Research Data Management in the Netherlands." International Journal of Digital Curation 9, no. 2 (October 23, 2014): 39–46. http://dx.doi.org/10.2218/ijdc.v9i2.333.

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High quality and timely data management and secure storage of data, both during and after completion of research, are an essential prerequisite for sharing that data. It is therefore crucial that universities and research institutions themselves formulate a clear policy on data management within their organization. For the implementation of this data management policy, high quality support for researchers and an adequate technical infrastructure are indispensable. This practice paper will present an overview of the merging federated data infrastructure in the Netherlands with its front office – back office model, as a use case of an efficient and effective national support infrastructure for researchers. We will elaborate on the stakeholders involved, on the services they offer each other, and on the benefits of this model not only for the front and back offices themselves, but also for the researchers. We will also pay attention to a number of challenges that we are facing, like the implementation of a technical infrastructure for automatic data ingest and integrating access to research data.

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Gamble, Paul, and Graham Smith. "Expert front office management by computer." International Journal of Hospitality Management 5, no. 3 (January 1986): 109–14. http://dx.doi.org/10.1016/0278-4319(86)90002-2.

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Kearney, Treasa, Gianfranco Walsh, Willy Barnett, Taeshik Gong, Maria Schwabe, and Kemefasu Ifie. "Emotional intelligence in front-line/back-office employee relationships." Journal of Services Marketing 31, no. 2 (April 10, 2017): 185–99. http://dx.doi.org/10.1108/jsm-09-2016-0339.

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Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees. Design/methodology/approach The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models. Findings Salespeople’s customer orientation directly affects customer-related organisational performance; the relationship is moderated by salespeople’s emotional intelligence. The emotional intelligence of salespeople also directly affects the customer-directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour, in turn, affects customer-related organisational performance. Originality/value The emotions deployed by employees in interactions with customers clearly shape customers’ perceptions of service quality, as well as employee-level performance outcomes. However, prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This paper addresses these research gaps by investigating triadic relationships – among back-office employees, front-line employees and customer outcomes – in a B2B setting, where they are of particular managerial interest.

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Damiyana, Damdam, and Dina Meiliana Sari. "TUGAS DAN TANGGUNG JAWAB STAFF FRONT OFFICE PADA RUMAH SAKIT MEKARSARI." JURNAL LENTERA BISNIS 9, no. 1 (May 31, 2020): 12. http://dx.doi.org/10.34127/jrlab.v9i1.334.

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This research was conducted to find out how the responsibility of the Hospital front office staff in serving prospective patients. The study was conducted descriptively by direct observation and a brief interview with the front office supervisor. The writing of this report is presented descriptively to obtain an overview of various information relating to the provision of services to hospital customers. Methods of data collection using documentation studies, field studies and literature studies. The data obtained is then analyzed and presented descriptively. The conclusion can be drawn that the Mekarsari Hospital's Front Office has not been able to provide the best services for patients and their families, and in the Duties and Responsibilities of Front Office Staff must be able to create services that are Quick Response to problems, effective, efficient and prioritize patient safety.Keywords: Front Office, Hospital, Customers

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Putri, Ni Luh Evi Cahyani, I. Ketut Suarja, Ni Ketut Bagiastuti, and Elvira Septevany. "Awareness of FO Employees on Environmental Management System (EMS) at Hotel Le Meridien Bali Jimbaran." Journal of Management and Business Environment (JMBE) 4, no. 2 (January 13, 2023): 100–114. http://dx.doi.org/10.24167/jmbe.v4i2.5035.

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This study aims to know the implementation of the environmental management system (EMS) and determine the relationship of awareness of EMS and imlementation of EMS of the front office department at Hotel Le Meridien Bali Jimbaran. The data collection methods of this research were observation and questionnaire. The sampling technique in used was the saturated sampling technique with a total sample of 35 respondents. Data was collected using online questionnaires distributed to the respondents using QR barcodes. The questionnaire data were processed with the help of SPSS 25 software for windows. The data analysis technique uses frequency, mean, and standard deviation. In addition, correlation analysis technique was used to determine how far the front office employee awareness relates to EMS implementation. The results show that implementing EMS in the front office department was maximal. The correlation analysis results in employee awareness and the implementation of EMS in the front office department is moderate. The need to improve awareness of the front office department is thus considerably important

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Lestari, Elissa Dwi, Sugiarto Suhendar, Septi Fahmi Choirisa, Nosica Rizkalla, Purnamaningsih, and Purnamaningsih. "ANALISIS PENGARUH WORK-FAMILY CONFLICT, FAMILY-WORK CONFLICT TERHADAP STRES KERJA DAN DAMPAKNYA TERHADAP KEPUASAN HIDUP PEKERJA FRONT OFFICE HOTEL DI INDONESIA." JRMSI - Jurnal Riset Manajemen Sains Indonesia 12, no. 2 (September 1, 2021): 256–77. http://dx.doi.org/10.21009/jrmsi.012.2.04.

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Pelayanan yang prima merupakan kunci keberhasilan di industri hotel. Oleh karena itu, karyawan front office di hotel, sebagai gambaran citra perusahaan sekaligus industri dituntut untuk menunjukkan pelayanan yang terbaik secara konsisten dari waktu-waktu. Untuk memenuhi tuntutan pekerjaan maka karyawan front office bekerja dengan waktu yang panjang dan tidak menentu. Hal ini membuat karyawan front office mengalami konflik peran dan kesulitan untuk menyeimbangkan tuntutan antara pekerjaan dengan keluarga. Konflik peran ini membuat pekerjaan front office memiliki tingkat stres kerja yang tinggi. Tingkat stress yang tinggi membuat keterlibatan di pekerjaan menjadi kurang maksimal yang akhirnya berdampak pada sikap ketidakpuasan terhadap hidup secara umum. Di Indonesia, penelitian mengenai kepuasan hidup karyawan front office hotel masih belum cukup banyak ditemui padahal sikap ketidakpuasan terhadap hidup karyawan dapat berdampak pada sikap dan pelayanan di tempat kerja. Oleh karena itu, penelitian ini bertujuan untuk bertujuan untuk mengetahui pengaruh Work-Family Conflict, Family-Work Conflict terhadap stres kerja dan Kepuasan hidup pekerja front office hotel di Indonesia. Penelitian ini menggunakan teknik sampling purposive terhadap 121 pekerja front office hotel di Indonesia. Hasil analisis data menggunakan SEM-PLS menunjukkan bahwa Work-Family Conflict dan Family-Work Conflict berpengaruh positif terhadap stres kerja, dan stres kerja yang tinggi akan berpengaruh negatif terhadap kepuasan hidup. Lebih lanjut, hasil analisis menunjukan Work-Family Conflict dan Family-Work Conflict tidak berpengaruh terhadap kepuasan hidup. Mengingat pentingnya tingkat kepuasan hidup terhadap sikap layanan pekerja, maka Manajemen hotel diharapkan untuk membuat kebijakan yang memfasilitasi tuntutan keluarga dan pekerjaan untuk mengurangi stres kerja.

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Zomerdijk, Leonieke G., and Jan de Vries. "Structuring front office and back office work in service delivery systems." International Journal of Operations & Production Management 27, no. 1 (January 9, 2007): 108–31. http://dx.doi.org/10.1108/01443570710714565.

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Puji Astuti. "PENGARUH PELAYANAN KONSUMEN DI HOTEL SURYA KENCANA SURABAYA." CENDEKIA: Jurnal Ilmu Sosial, Bahasa dan Pendidikan 2, no. 2 (August 2, 2022): 39–44. http://dx.doi.org/10.55606/cendikia.v2i2.193.

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Now a days tourism and hospitality industry especially in Hotel is growing fast, the writer take an observation as hotel X in Surabaya. The writer want to know influence of consument on education, level of service and policy as a leader on occupancy of Hotel X in front office Dept. front office one of central Dept in hotel as Relationship between guest and others Dept. Because of front office as central therefore front office will be brandage of image of the hotel . that’s why front office staff must have an experience and out standing skill because customer need good service expectation is priority. Hotel X in Surabaya can operates day to day operational well. It showed by result of hotel occupancy in stability over the everages. in case of this we conclude that good sevice is one of main factor will cause effect relationship of level about high of occupancy Hotel goes running well ,eventhough human resource minimizely. base in the above mater, impact of effect in the level on hotel occupancy in Surabaya because of good service to the guest.

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Putra, Gede Ananda, Agung Sri Sulistyawati, and I. Nyoman Tri Sutaguna. "Analisis daya saing tenaga kerja pada front office dan housekeeping department di prama sanur beach hotel bali." Jurnal Kepariwisataan dan Hospitalitas 4, no. 2 (December 29, 2020): 117. http://dx.doi.org/10.24843/jkh.2020.v04.i02.p07.

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Abstract The aim of this research is to determine the competitiveness and strategy to increase the competitiveness aspect of Front Office and Housekeeping Department especially room attendant section at Prama Sanur Beach Hotel, based on MEA 2015 drives competition between all labors more increasing. This research also based on the Front Office staff largely had above 20 years of service and had age above 45 years . The located of this research was in Prama Sanur Beach Hotel, Cemara street, Sanur Village, Denpasar. The tecnique of collecting data were observation, interviews, documentation and questionare.The technique of sampling in this research used quota and incidental sampling. The kind of data are qualitative and quantitative data, while source of data are primary data and secondary data. This research used descriptive analysis, data reduction, likert scale analysis and SWOT Analysis Based on the results of this research, Guest Service Attendant has score 4,30 category very good, Concierge has score 4,11 category good, GuestRelation Officer has score 4,30 category very good, Telepon Operator has score 3,94 category good and the average score is 4,15 category good and be able to have improvement. Room Attendant has score 4,15 category good and be able to have improvement. Some main strategy in Front Office there are departemental training, section training, refreshment training, handling complaint training, internal trainer, and employes sertification. Strategy in Housekeeping Department there are departemental training, handling guest complaint training, internal trainer, employes sertification, outing intern department program. Keywords : Competitiveness, Labor, Front Office Department, Housekeeping Department

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Kharismayana, I. Komang Yudi, Anak Agung Putri Sri, and Fanny Maharani Suarka. "Analisis Kebutuhan Tenaga Kerja Front Office Departmen di The Astari Villa and Residence Jimbaran Bali." Jurnal Kepariwisataan dan Hospitalitas 5, no. 1 (June 21, 2021): 35. http://dx.doi.org/10.24843/jkh.2021.v05.i01.p04.

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The background of this research is because the high of workload on the employees that impactthe quality of service or work from FO Spv, reception, belldriver, and reservation. That will cause the decrease theservice rate, the level of work concentration, excessive work hours, and the attention to the guests will be lessened, and it will probably make guests feel disappointed about the services provided by the Front Office Department. The purpose of this study is to discover the workload and the total manpower that should be needed at the Front Office Department at The Astari Villa & Residence Jimbaran. The methods in collecting the data were by doing observation, interview, and did a questionnaire. In analyzing the data was used descriptive qualitative to describe the job of the Front Office Department, and used quantitative methods to answer the problem of the study in this research. The result of the data analysis shows the workload from the entire section of the Front Office Department at The Astari Villa & Residence Jimbaran encounter with lack of manpower which has different quantities of manpower in every section, that decreasing the quality of service to the guests. It could be seen from the guests’ comments to the service that provided by the Front Office Department, were dominated with ‘Average’ rate. To increase the service for the guests, there should be also increased the amount of manpower in every section of the Front Office Department. The actual total manpower needed are 2 for FO Spv, 4 for reception, 2 for belldriver, and 1 for the reservation to completing the duties and be responsible for their work. But, due to the emptiness of the reservation section, they need to hire a new manpower to fulfill the section. The additional of manpower in every section will probably help the operational duties of Front Office Department goes well and could give the guests the best and fast service. Keywords: workload, labor needs, front office

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Hofacre, Susan, and Scott Branvold. "Baseball Front Office Careers: Expectations and Realities." Journal of Sport Management 9, no. 2 (May 1995): 173–81. http://dx.doi.org/10.1123/jsm.9.2.173.

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Two hundred sixty-one participants in a baseball career seminar and 90 minor league front office personnel were surveyed to examine (a) what characteristics are viewed as important for a front office career in baseball and (b) how job seekers' expectations correspond to what people working in baseball say is reality. Experience and contacts were seen by both groups as important for entering the field, and both groups viewed speaking, time management, and organizational skills as necessary abilities. Enjoyable work was ranked highest as part of a baseball career by both job seekers and baseball personnel, while free time was ranked lowest as an outcome from such a career. Spearman Rho analysis reflected that expectations of job seekers correspond to baseball personnel rankings in terms of relative importance of various skills and job characteristics. However, Z-test comparisons showed job seekers score several skills higher in absolute importance than front office personnel do, including knowledge of baseball and general sports, and several job characteristics as more likely to exist, including job stability and good salary.

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Melián-González, Santiago, and Jacques Bulchand-Gidumal. "Information technology and front office employees’ performance." International Journal of Contemporary Hospitality Management 29, no. 8 (August 14, 2017): 2159–77. http://dx.doi.org/10.1108/ijchm-10-2015-0585.

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Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which they participate depend on IT. Design/methodology/approach This paper includes in-depth interviews with 30 receptionists, using the job task performance model and the critical incident technique in the service encounter model. Findings IT takes part heavily in the task performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of the human presence is still high, and in most critical incidents, IT do not participate. Research limitations/implications The sample was located in the same destination with only two types of hotels. Practical implications The dependence of front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future. However, human participation in satisfactory critical incidents is very high. Social implications Receptionists should get ready and trained taking into account that the value they provide is higher in tasks that are both not routine and in which face-to-face interactions take place. Originality/value Usually, front office employees are managed with human resources view, without taking into consideration specifically how IT has spread into the hospitality industry.

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Pratiwi, Putu Diana Ayu, I. Gusti Ayu Putu Wita Indrayani, and I. Made Sucipta Adnyana. "Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor." Jurnal Bisnis Hospitaliti 10, no. 2 (December 16, 2021): 72–83. http://dx.doi.org/10.52352/jbh.v10i2.620.

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The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.

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Aryatmaja, I. Kadek, Ni Nyoman Sri Astuti, Lien Darlina, I. Ketut Sutama, and Tyas Raharjeng Pamularsih. "Analysis of service quality by front office department at Alila Villas Uluwatu." International Journal of Green Tourism Research and Applications 3, no. 1 (June 2, 2021): 9–14. http://dx.doi.org/10.31940/ijogtra.v3i1.2072.

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This study aims to determine the service quality and efforts of the Front Office department at Alila Villas Uluwatu in maintaining and improving the quality of its services. This research used a descriptive statistical analysis with purposive sampling method and collecting data using the method of observation, interviews, literature study, and documentation. The results on this research was the service quality of the Front Office department at Alila Villas Uluwatu are good and optimal. The quality service of Front Office department at Alila Villas Uluwatu based on 5 variables, namely tangible, reliability, responsiveness, assurance and empathy. The analysis results showed that all variables has greater percentage of positive reviews than negative reviews. The advice that can be given is to inform more clearly about the location in each Front Office section such as the lobby and villa.

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Tucker, Carolyn M., Whitney Wall, Michael Marsiske, Khanh Nghiem, and Julia Roncoroni. "Validation of a patient-centered culturally sensitive health care office staff inventory." Primary Health Care Research & Development 16, no. 05 (December 8, 2014): 506–12. http://dx.doi.org/10.1017/s1463423614000413.

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Aim/BackgroundResearch suggests that patient-perceived culturally sensitive health care encompasses multiple components of the health care delivery system including the cultural sensitivity of front desk office staff. Despite this, research on culturally sensitive health care focuses almost exclusively on provider behaviors, attitudes, and knowledge. This is due in part to the paucity of instruments available to assess the cultural sensitivity of front desk office staff. Thus, the objective of the present study is to determine the psychometric properties of the pilot Tucker-Culturally Sensitive Health Care Office Staff Inventory-Patient Form (T-CSHCOSI-PF), which is an instrument designed to enable patients to evaluate the patient-defined cultural sensitivity of their front desk office staff.MethodsA sample of 1648 adult patients was recruited by staff at 67 health care sites across the United States. These patients anonymously completed the T-CSHCOSI-PF, a demographic data questionnaire, and a patient satisfaction questionnaire.FindingsConfirmatory factor analyses of the TCSHCOSI-PF revealed that this inventory has two factors with high internal consistency reliability and validity (Cronbach’sαs=0.97 and 0.95).ConclusionsIt is concluded that the T-CSHCOSI-PF is a psychometrically strong and useful inventory for assessing the cultural sensitivity of front desk office staff. This inventory can be used to support culturally sensitive health care research, evaluate the job performance of front desk office staff, and aid in the development of trainings designed to improve the cultural sensitivity of these office staff.

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Nugraha, I. Gede Surya Dharma. "Communication Strategy Applied by Front Office Staff." Jurnal Pendidikan Bahasa Inggris undiksha 9, no. 3 (December 12, 2021): 264. http://dx.doi.org/10.23887/jpbi.v9i3.32450.

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Some still think when talking to guests and do not speak English very well. In addition, the receptionist is also still convoluted in explaining something. This problem has an impact on poor service. This study aimed to analyze the type of strategic communication used by the front office staff of the Intercontinental Bali Resort. Types of strategic communication used by staff, and reasons for strategic communication used by staff. The subject of this research is the front office staff at the Intercontinental Bali Resort. This study uses a qualitative design. Data collection methods are observation, interviews, and voice recordings. The results showed five types of strategic communication implemented by the front office staff at the Intercontinental Bali Resort, namely: Paralanguage had the highest percentage of strategic communication with a percentage of around (48%). The most widely used strategy by staff is the Clarification Hole strategy with a percentage (37%). The most frequently used is an approximation in percentage (11%). Then fourth, there are (2) communication strategies used mainly by staff. There are languages with a percentage of 2% for each strategy. Paralanguage is a communication strategy used to provide more information so that guests can imagine clear things, the contact that occurs, and make the conversation more polite because it will be the first glance at this time.

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Kusumarini, Indah. "Kualitas Pelayanan Staf Front Office Hotel Di Bali." Jurnal Bisnis Hospitaliti 10, no. 2 (December 16, 2021): 103–14. http://dx.doi.org/10.52352/jbh.v10i2.470.

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This reseach was conducted by using the theory of service quality dimensions from Zeithaml-Parasuraman-Berry (1996). Data obtained by distributing 100 questionnaires to Japanese tourists on August 2019. The variable created refers to the role of the front office clerk from Bagiono (2012). Based on SPSS calculations, the accuracy of this research model is 73% at an error rate of 5%. From the results of data processing it is known that the average value of the service quality of front office staff at star hotels in Bali is 4.11 (good). But there are still indicators that are not good, that is, an indicator of Japanese language ability, with an average value of 3.23. Based on the results of exploratory factor analysis of 31 variables, found 7 factors forming the quality of front office staff services, 1) responsiveness with a value (13,916), 2) empathy (2,355), 3) reliability (1,513), 4) tangible (1,486) , 5) assurance (1.29), 6) friendly (1,220), and 7) communication (1,140). The biggest factor influencing the satisfaction of Japanese tourists towards the quality of front office staff services is the responsiveness factor while the lowest factor is the communication factor.

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Wibawa, I. Gusti Putu Satria, Nyoman Karina Wedanthi, Kadek Sintya Dewi, and I. Gede Budasi. "Developing English for Front Office Learning Materials." Art of Teaching English as a Foreign Language 2, no. 1 (May 31, 2021): 52–62. http://dx.doi.org/10.36663/tatefl.v2i1.103.

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This study aims to develop English language materials of front office for second semester students of the eleventh grade at SMK N 2 Singaraja. This study adopts the Design and Development (D&D) which is guided by data collection through six instruments, namely questionnaires for teacher and front office staff, Google form for teachers and students, checklist for students, and checklist for expert judges. There are three stages that the researcher takes to complete this study, namely designing, developing, and evaluating the quality of the teaching materials (product) so that it can be categorized as a good material. The result is that there are four topics developed by the researcher, namely (1) Renewal of reservations, (2) Cancellation of reservations, (3) Handling of group reservations orally and in writing, and (4) Handling of individual reservations orally and in writing.

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Ni Putu Artila Dewi, Ni Made Dita Sinta Dewi, and Komang Meliawati. "DEVELOPING ENGLISH LEARNING MATERIALS FOR FRONT OFFICE STUDENTS IN TOURISM FACULTY OF TRIATMA MULYA UNIVERSITY." Journal of Tourism and Interdiciplinary Studies 1, no. 2 (December 28, 2021): 114–20. http://dx.doi.org/10.51713/jotis.v1i2.62.

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Teaching English especially in front office department was less textbook and dominated by memorization of vocabularies. This research aims to develop English learning materials in the form of textbook for front office students in Tourism Faculty, Triatma Mulya University. The method of the current study is Design and Development. In developing the learning material, this research uses the DnD model by Richey and Klein. Some processes were carried out, namely identifying learning materials needed, developing learning materials in the form of books and evaluating the results of material development. The results of the study found that there are six types of material that need by front office students namely (1) front office department coordination to other departments, (2) telephone operator, (3) reservations, (4) reception, (5) porter/uniformed service, and (6) procedure handling complaint. The results of expert tests showed the score of the learning material developed belongs to good category.

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Morishima, Seita. "The Expanding Front of Office Design Now." JOURNAL OF THE ILLUMINATING ENGINEERING INSTITUTE OF JAPAN 84, no. 12 (2000): 880–84. http://dx.doi.org/10.2150/jieij1980.84.12_880.

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Baum, Tom, and Peter Odgers. "Benchmarking Best Practice in Hotel Front Office." Journal of Quality Assurance in Hospitality & Tourism 2, no. 3-4 (June 2001): 93–109. http://dx.doi.org/10.1300/j162v02n03_06.

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Filotto, Umberto, Paola Musile Tanzi, and Francesco Saita. "Customer needs and front‐office technology adoption." International Journal of Bank Marketing 15, no. 1 (February 1997): 13–21. http://dx.doi.org/10.1108/02652329710155679.

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Yablonsky, Terri. "From the Bench to the Front Office." Laboratory Medicine 26, no. 11 (November 1, 1995): 759–60. http://dx.doi.org/10.1093/labmed/26.11.760.

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Shkuda, Aaron. "Housing the “Front Office to the World”." Journal of Planning History 13, no. 3 (February 10, 2013): 234–46. http://dx.doi.org/10.1177/1538513212474225.

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Giesbrecht, Tobias, Birgit Schenk, and Gerhard Schwabe. "Empowering front office employees with counseling affordances." Transforming Government: People, Process and Policy 9, no. 4 (October 19, 2015): 517–44. http://dx.doi.org/10.1108/tg-02-2015-0006.

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Purpose – The purpose of this paper is to investigate the face-to-face citizen service encounter in public administrations’ front offices, and present a novel qualification approach to empower service personnel on-the-job, and thereby deepen the knowledge on the role of information and communication technology for advancing governmental reforms. Design/methodology/approach – The presented study follows a design science research methodology, conducted in collaboration with the public administration of a major German city. Data were collected using multiple quantitative and qualitative methods, including questionnaires, semi-structured interviews and video analysis. Findings – A novel on-the-job qualification approach for empowering public employees in their job-related skills, building on the concept of affordances, is developed. Thereto, six design principles for equipping artifacts with counseling affordances are presented. Evaluations in real-world environments provide first evidence that “learning with counseling affordances” constitutes an effective qualification measure to initiate experiential learning on-the-job, helping employees in the resource-restricted work environment of public front offices to obtain the skills to provide superior advisory services. Research limitations/implications – The “learning with counseling affordances” approach was developed in collaboration with an individual major German city and the paper provides first evidence of its effectiveness and suitability. Hence, the study’s insights should be approved by further research to strengthen generalizability. Originality/value – The paper highlights the previously neglected aspects of employee’s skills and qualification for promoting governmental transformation. By highlighting the beneficial relationship between affordances and on-the-job learning, the paper provides novel insights on the role of information and communication technology to promote governmental transformation.

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Chambers, Helene. "Front office: Procedures, social skills and management." International Journal of Hospitality Management 11, no. 2 (May 1992): 169–70. http://dx.doi.org/10.1016/0278-4319(92)90010-s.

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ZABLOCKI, ELAINE. "Consumer-Directed Care Could Test Front Office." Family Practice News 35, no. 18 (September 2005): 74. http://dx.doi.org/10.1016/s0300-7073(05)71798-9.

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Schroeder, W. J. "Automation: a view from the front office." IEEE Circuits and Devices Magazine 4, no. 4 (July 1988): 14–17. http://dx.doi.org/10.1109/101.20778.

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Gemmel, Paul, Thomas van Steenis, and Bert Meijboom. "Front-office/back-office configurations and operational performance in complex health services." Brain Injury 28, no. 3 (February 25, 2014): 347–56. http://dx.doi.org/10.3109/02699052.2013.865271.

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Firman Koma Febdilan. "THE HOTEL DEPARTMENT STANDARDIZATION TO IMPROVE STUDENT COMPETENCE IN THE HOUSEKEEPING AND FRONT OFFICE DEPARTMENT THROUGH FIELD INDUSTRIAL PRACTICES IN MATARAM CITY AND WEST LOMBOK." International Journal of Social Science 1, no. 5 (February 1, 2022): 693–702. http://dx.doi.org/10.53625/ijss.v1i5.1313.

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PKL is the term for Field Practice or Professional Placement program. PKL is one systematic implementation within educational programs with mastering skills obtained by undergoing work placement in the working world. The program itself is actually beneficial for students and enterprises. The skills obtained on the campus can be applied in PKL. Hence, it can determine how well students can apply the knowledge and skills derived through the PKL program to become evaluations to develop education quality. The purpose of conducting this research is to determine how the industry's strategy and the steps taken to develop or enhance the skills of the training students in Housekeeping and Front Office, particularly in performing the duties conforming to the predetermined set of the standard by the respective industries. The data collection technique used is observation, interview, literature study, and documentation, which was analyzed using the interactive communication data analysis model by reducing the data, conducting data presentation, and drawing the conclusion. This research results show that the hotelier had applied basic comprehension that the students must know, such as hotel area, hotel property, and the profile of all hotel departments. Additionally, they all implement program standardization after understanding basic product knowledge and dividing work sections in the Housekeeping and Front Office. In Housekeeping, the working standardizations applied are General knowledge of front office, Front Desk Agent, Service center, Bellboy, Guest relation officer. While housekeeping had implemented standardizations such as general training knowledge of housekeeping, room, and laundry.

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Ariyati, Kadek Feni. "The Analysis of the English Use and Barriers in Front Office in Hotels in Bali." e-Journal of Linguistics 16, no. 2 (June 21, 2022): 228. http://dx.doi.org/10.24843/e-jl.2022.v16.i02.p08.

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Communication is an essential element of the hospitality industry. Spoken and written communication skill is important for all hoteliers. The most important is the English skill. The significance of English skills from front office staff at hotels in Bali is a specific perception case occurring in the hospitality industry. In this case, communication skills, language skills, the willingness to understand guests' interests, and showing politeness are the leading factors in improving the quality of service. This study aimed at analyzing the function and obstacles in using English by the front office staff at hotels in Bali. Data were collected through depth interviews with the hotel front office staff. The results show that English plays an essential role in the front office for greeting and welcoming, registering, handling check-in and check-out, providing information, diplomatic agent, and problem solver. The obstacles faced in using English happening in the front office department should be minimized by providing special training to the staff. Besides, the obstacle in using English can also be solved by the collaboration between the government and educational institutions focusing on tourism study to graduate qualified students who are ready to face the real work practice and be the ones with excellent communication skills.

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Aryati, Kadek Feni, Made Budiarsa, I. Made Suastra, and Anak Agung Putu Putra. "Development of Pragmatic-Based English Learning Material for Front Office." International Journal of English and Applied Linguistics (IJEAL) 2, no. 1 (April 1, 2022): 75–82. http://dx.doi.org/10.47709/ijeal.v2i1.1362.

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This study aimed at (1) describing the realization of the use of teaching materials in learning English speaking skills in the field of front office services, (2) developing learning materials for English speaking skills in the field of front office services, and (3) examining the effectiveness the learning materials for English speaking skills in the field of front office services with a pragmatic approach. This research was conducted using Research and Development (R&D) research methods and applying Borg and Gall (1983). Based on the results of the analysis, it was found that learning English for tourism and hospitality currently does not include linguistic elements in it. The books or modules available were limited. Based on this reality, this research develops two educational products, namely a pragmatic-based syllabus and module. The syllabus and modules have 12 learning topics that have been adapted to the use of English for hotel front office services. Learning materials for English speaking skills for front office services with a pragmatic approach are effective for use in organizing the teaching and learning process as evidenced by the t-test results, namely 0.001 (0.001 <0.005). In addition, the perceptions of students and lecturers also showed a positive response to the modules developed in this study.

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Christian, Lianawati, Angelina Permatasari, and Lianna Sugandi. "Sistem Informasi Perhotelan Front Office Menggunakan Metode OOAD untuk Meningkatkan Pelayanan Customer: Studi Kasus Perhotelan-Open Source." ComTech: Computer, Mathematics and Engineering Applications 4, no. 2 (December 1, 2013): 1155. http://dx.doi.org/10.21512/comtech.v4i2.3940.

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Technology plays an important role in various enterprise business processes for improved customer service, decision making, and means of information exchange. Hospitality accommodation is an example of fields that use information systems technology. This research was conducted in the field of hospitality especially front office system. Using computerized front office system, data about guests will be stored more safely and the reports will be better resulted. The purpose of this study is to analyze the existing problems on a Front Office of a hotel including identifying information needs and designing information systems to improve hospitality services to guests. The method used is analysis and design. Analysis is performed towards library research anddata collection needed for measuring through observation, interviews, and documents related to the information system. Menawhile, design uses object oriented analysis and design (OOAD) method and application programusing MS Access 2010. The result achieved is an application design of information system of hospitality front office that consists of five modules, namely Reservation module, Services module, Housekeeping module,Restaurant module, and Billing module. As a conclusion, a computerized information system of hospitality front office can assist hotels in providing better service to guests, which in turn can increase guest satisfaction.

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Selamet, I. Wayan Agus, Ni Wayan Purnami Rusadi, and Putu Laksana Wijaya. "Peran Front Office Dalam Meningkatkan Kepuasan Wisatawan Di The Capital Hotel And Resort Bali." Journey : Journal of Tourismpreneurship, Culinary, Hospitality, Convention and Event Management 5, no. 2 (December 28, 2022): 177–84. http://dx.doi.org/10.46837/journey.v5i2.123.

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Penelitian ini mengambil judul tentang pelayanan front office dalam meningkatkan kepuasan wisatawan di The Capital Hotel And Resort. Tujuan dari penelitian ini adalah untuk mengetahui operasional pelayanan fornt office dalam meningkatkan kepuasan wisatawan selama menginap di hotel. Jenis penelitian yang dilakukan adalah kualitatif. Penelitian ini mengambil studi kasus pada The Capital Hotel And Resort yakni di bidang Departement Fornt Office. Sumber data yang diperoleh yaitu melalui sumber data primer dan sumber data sekunder. Teknik pengumpulan data yang dilakukan peneliti menggunakan observasi, wawancara, dokumentasi, dan studi pustaka. Analisis data dalam penelitian ini menggunakan deskriftif kualitatif. Hasil dalam penelitian ini menunjukan bahwa di dalam meningkatkan kepuasan wisatawan departemen Front Office melakukan berbagai bentuk pelayanan yang diantaranya adalah pelayanan first impression yaitu memberikan kesan pertama yang berkualitas, pelayanan last impression yaitu kesan terakhir untuk menumbuhkan kunjungan kembali, pelayanan special request yaitu memenuhi permintaan selama menginap, handling compline yaitu penanganan keluhan wisatawan selama menginap. Kata Kunci: Pelayanan, Kepuasan, Front Office

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Sanjaya, Wayan Kiki, A. A. Agung Wijaya, Kadek Feni Aryati, and Reinaldo Rafael. "THE ANALYSIS OF THE SERVICE QUALITY ON FRONT OFFICE DEPARTMENT IN BALI NUSA DUA HOTEL." Journal of Business on Hospitality and Tourism 6, no. 1 (June 28, 2020): 54. http://dx.doi.org/10.22334/jbhost.v6i1.188.

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This study analyzes the guest satisfaction level of service quality on front office department in Bali Nusa Dua Hotel. As many hotels are emerging up, hence companies being required to improve the service quality on front office department in order to achieve customer satisfaction. In reality, although in generally, the services in Bali Nusa Dua Hotel is good, but having some shortcomings, this became an obstacle in improving the service quality. Therefore, the problem raised in this study is how the service quality and alternative strategies in improving the service quality on front office in Bali Nusa Dua Hotel. This is a quantitative descriptive research. The data of research were obtained from observations, questionnaires, interviews, and documentation studies. The data were further tabulated with the results of the study which found that although the average guest were satisfied with the front office service, empathy is needed to be optimized as one of the alternative strategies and as a screening study that led to the satisfaction of the guests staying overnight.

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Sukamerta, I. Kadek Ngurah, and Nyoman Dini Andiani. "Penanganan Keluhan Tamu dengan Metode ILEAD Oleh Karyawan Kantor Depan di Hotel Holiday Inn Resort Baruna Bali." Jurnal Manajemen Perhotelan dan Pariwisata 3, no. 1 (September 30, 2020): 36. http://dx.doi.org/10.23887/jmpp.v3i1.29000.

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The strategy for handling guest complaints is very important to be improved because it is able to create quality service and a good cooperative relationship with guests. This research is a qualitative research with descriptive analysis. The purpose of this study was to determine the Complaints Handling Strategy conducted by Front Office employees at the Holiday Inn Resort Baruna Bali Hotel. The data obtained are primary data obtained from interviews with Front Office Managers. The results showed that the Complaints Handling conducted by front office employees at the Baruna Bali Holiday Inn Resort used the ILEAD method, namely Identify, Listen, Empathize, Apologize, and Deliver Solution. The ILEAD method as a complaint handling strategy has been running well.

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Sousa, Rui, and Marlene Amorim. "Architectures for multichannel front-office service delivery models." International Journal of Operations & Production Management 38, no. 3 (March 5, 2018): 828–51. http://dx.doi.org/10.1108/ijopm-10-2015-0612.

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Purpose Multichannel (MC) service providers have been adopting a wide diversity of front-office service delivery models, i.e. different ways of employing channels to support the delivery of the service activities that involve customer interaction. Despite this, we are still faced with a paucity of concepts to understand the myriad of possible choices. The purpose of this paper is to develop a theoretical framework and basic design architectures to provide a structured understanding of the diversity of operational design choices for MC front-office service delivery models, their efficacy implications, and how they fit with the provider’s service strategy. Design/methodology/approach The study employs the analytical conceptual approach. The authors logically develop the architectures based on the operations management theory and provide corresponding empirical illustrations based on secondary sources, direct observation, and case studies. Findings The authors propose two theoretically meaningful dimensions to characterize and distinguish between delivery models (channel redundancy and channel span) and put forward four anchor architectures for such models: generalist, parallel, constricted, and centralized. The authors identify the operational efficacy implications (effectiveness and efficiency) of the different architectures, and develop a set of propositions and design principles for selecting appropriate architectures. Research limitations/implications Future research should develop empirical measures for the dimensions underlying the architectures. Originality/value The study extends existing service process classifications by capturing the MC traits of front-office processes. The authors offer design principles to assist firms in selecting architectures that are aligned with their service strategy. The framework and architectures provide seminal concepts to support a wealth of future empirical studies.

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Baum, Tom, and Frances Devine. "Skills and Training in the Hotel Sector: The Case of Front Office Employment in Northern Ireland." Tourism and Hospitality Research 7, no. 3-4 (September 2007): 269–80. http://dx.doi.org/10.1057/palgrave.thr.6050046.

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Notwithstanding the globalisation of services and the migration of some service providers (call centres, financial processing) to regions of low cost labour coupled with high levels of education attainment, there are arguments that the skills, which employees bring to the workplace in executing common tasks, are context and culture specific. This paper is concerned with the skills set and training background of one set of service workers, those in hotel front office, located within Northern Ireland. This paper reports the findings of a survey of front office workers working in 4- and 5-star hotels in Northern Ireland. This survey identifies the skills and training profile of this group of employees and measures attitudes to key skills requirements within front office work.

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Aprianto, Eko. "NEED ANALYSIS AND ITS IMPLEMENTATION OF ENGLISH SKILLS IN FRONT OFFICE DEPARTMENT OF HOTEL INDUSTRY." Education of English as A Foreign Language 1, no. 1 (January 31, 2018): 1–6. http://dx.doi.org/10.21776/ub.educafl.2018.001.01.01.

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Dewi, Kadek Isa Engelita, Ni Ketut Bagiastuti, I. Ketut Sutama, and Ni Luh Ayu Kartika Yuniastari Sarja. "Implementation of eco-friendly behavior by front office employees to support green hotel at The Ritz-Carlton Bali." International Journal of Green Tourism Research and Applications 4, no. 2 (December 28, 2022): 68–85. http://dx.doi.org/10.31940/ijogtra.v4i2.68-85.

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This study aimed to find out the implementation of Eco-friendly behavior by front office employees to support the Green hotel at The Ritz-Carlton Bali, Indonesia, and the influence of the implementation. The data collection method used was by conducting field observations, distributing questionnaires with saturated samples to 40 employees in the front office department as respondents and interviews with the Assistance front office Manager of The Ritz-Carlton Bali. The data analysis techniques used are descriptive statistical and simple linear regression analysis techniques to answer the problem formulation in this study. All the tests was carried out with measurements using IBM SPSS Statistics 26 for windows application. The results of the analysis show that the implementation of Eco-friendly behavior by front office employees as a whole is already within very high criteria. There are 2 implementations that still on high criteria and are still not very optimal, namely prioritizing using stairs over elevators and disposing of garbage according to their type. The implementation of Eco-friendly behavior has a positively strong relationship and has a significant effect on the green hotel.

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Journal articles on the topic 'Front office'

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