Effectiveness Of Communication Skills On Service Quality In The Front Office Department Of Sunway Putra Hotel

Abstract

Good communication skills are very important because the Front Office is the first department that interacts directly with guests, so it has a crucial role in shaping the initial impression of the hotel. The main problem raised is the low satisfaction of hotel guests which is allegedly related to the lack of effective communication skills among Front Office staff. This research uses a qualitative method with a case study approach. Data collection was conducted through in-depth interviews with Front Office staff as well as direct observation of interactions that occur between staff and guests. Data analysis was conducted using a qualitative descriptive approach, which focused on an in-depth understanding of the role of communication skills in improving service quality. The results showed that effective communication skills play a significant role in improving service quality at the Front Office. Staff who have good communication skills are able to create a friendly and professional atmosphere, which has a positive impact on guest satisfaction and loyalty to the hotel. This finding emphasizes that good communication not only helps in solving problems, but also provides a pleasant experience for guests. In conclusion, effective communication skills are essential to ensure that the Front Office Department can provide optimal service quality at Sunway Putra Hotel. These skills should be a key focus in staff training to support the achievement of guest satisfaction.