Front Office Department Role in Delivering Quality Service at Novotel Tangerang.

Abstract

Quality service is essential for achieving guest satisfaction and loyalty in the hospitality industry, with the Front Office Department serving as the main determinant of guests’ first and last impressions. This study examines the contribution of the Front Office Department to service quality at Novotel Tangerang. The findings show that the department performs four key roles effectively: creating positive first impressions, ensuring smooth check-out experiences, handling special requests efficiently, and managing complaints professionally. Continuous improvements are also made through staff training, performance evaluations, and strict adherence to Standard Operating Procedures (SOP). Overall, the Front Office plays a significant role in shaping the guest experience and strengthening the hotel’s reputation, highlighting the need for ongoing management support to enhance staff competencies.