A case study of formal training of the front desk agent in Rochester/Monroe County, New York

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Title: A case study of formal training of the front desk agent in Rochester/Monroe County, New York
Author: Harley, Nicole Marisa
Abstract: The hospitality industry is a billion dollar industry based upon customer service. Measure of quality service is an intangible concept based upon the perception of the customer. It is the industry's front-line employee that has the responsibility of fulfilling the perceived image of service the guest has envisioned. In 1991, industries throughout the U.S. budgeted 43.2 billion dollars to be spent on formal training of its employees. The dollar commitment made to training exemplifies a companies commitment to its employees and customers. The formal training of the front desk agent bares the same commitment. In this study is was assumed that through formal training the front desk agent would gain a better knowledge and confidence in their job performance and overall job satisfaction. As a result the industry would have a knowledgeable, confident and satisfied front desk agent that would provide better customer service. This descriptive study attempted to identify the status of formal training of the front desk agent, the effect formal training had on job satisfaction and retention and the differences in the perception of formal training between the front desk agent/trainee and the front desk manager /trainer in the Rochester/Monroe County, N.Y. area. The study was conducted through a 28 and a 40 item questionnaire asked of both the front desk agent/trainee and the front desk manager/trainer. The questions asked dealt with formal training, job satisfaction and demographics. It was concluded that although formal training is an important factor in the hospitality industry overall job satisfaction is an independent variable of formal training. The questionnaire did however infer that for those hotels that do provide formal training there is a difference in the perception of training between the front desk agent/trainee and the front desk manager/ trainer.
Record URI: http://hdl.handle.net/1850/12086
Date: 1991

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