MEASURING THE SERVICE QUALITY OF THE FRONT OFFICE DEPARTMENT AT HOTEL IBIS MANADO
The Front Office Department is very important for hotels as this is where the first and last impressions are left for the hotel’s guests. This department must be able to provide quality service in order to ensure guests’ satisfaction that may lead to guests’ loyalty in the future. In this paper, the authors use questionnaires to assess the performance of Hotel Ibis Manado in ensuring satisfaction by measuring the five dimensions of service quality, namely tangibles, reliability, responsiveness, assurance, and empathy. Also, in the paper, the relationship between guests’ satisfaction and quality of service are also measured by comparing the significance level and Fisher Exact Test. It was found that the majority of guests agreed and strongly agreed that the quality of service provided by Hotel Ibis Manado was good. Similarly, the 94.9 % of the guests agreed that they are satisfied as the hotel was able to meet and exceed their expectation. Furthermore, four out of five dimensions of service quality were found to have a significance relationship with customer satisfaction, whereas empathy was the only dimension which was found to have no relationship with guests’ satisfaction.