The importance, functions and role of a Guest Service Agent at Four Seasons Gresham Palace and other 5-star luxury hotels

Molnár Máté (2014) The importance, functions and role of a Guest Service Agent at Four Seasons Gresham Palace and other 5-star luxury hotels. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

In order to achieve guest satisfaction, the contribution of Guest Service Agents –namely that of doormen and bellmen- is indispensable due to the complexity of the tasks they carry out. This study investigated the essence of this employee group, besides compared and contrasted its traditional roles with respective five-star luxury hotels other than Four Seasons Gresham Palace. By examining employees’ attitudinal and emotional displays with several years of experience behind them, a coherent outcome was acquired as far as this rather specific environment goes. The fact that each of these people had a different profile, it allowed for the author to shed some light on dissimilar perspectives about their own attitude towards the job. As in today’s economy guest feedback and evaluation of services appears to be a great competitive edge, review analysis was carried out from various sources. All these sources having a different nature, this complex research yielded a sufficient amount of guest comments that lead to a representative conclusion in this particular case. Furthermore, Primary Research unveiled that Guest Service Agents do in fact contribute to positive experience in a number of ways, both with their regular job duties and additional steps that go beyond the ordinary expectations of visitors.

Magyar cím

A lényege, funkciói és szerepe egy 'Guest Service Agent'-nek a Four Seasons Gresham Palace-ben és egyéb ötcsillagos szállodákban

Angol cím

The importance, functions and role of a Guest Service Agent at Four Seasons Gresham Palace and other 5-star luxury hotels

Intézmény

Budapesti Gazdasági Főiskola

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Turizmus - Vendáglátás

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus - Vendéglátás (angol nyelven)

Konzulens(ek)

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Four Seasons, Guest Service Agent, attitude, complexity, guest feedback
Felhasználói azonosító szám (ID):	Herczeg Tamás
Rekord készítés dátuma:	2014. Dec. 12. 12:39
Utolsó módosítás:	2015. Már. 24. 15:15

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