KIAT CONCIERGE DALAM MENINGKATKAN PELAYANAN DI FRONT OFFICE DEPARTMEIdT

Abstract

The customer's needs may be dffirent from what the hotel can offer. In
offering the hotel setryices, the customer's needs should be put into
consideration. User based is one of the tools to judge different
hinds of customers needs. Service quality is of crucial importance to both
customers and service providers. The needs and expectations of customers
are critical factors in assessing service quality. The idea that qwality is
subjective and will be strongly linked to the individual's needs and
expectations recognizes that consumers have different criteria for judgtng
service quality. This user-based approach equates quality with msximum
levels of satisfaction. In measuring quality in this way, however, a
distinction needs to be drawn between quali4t of service delivery and the
service output, or benefit. The cufiomer in terms of their expectatians of the
outcome or benefit rnay judge thus impacting on the qwality of the service
the customer may be involved in the service production.
Keltwords: Service quulity, Customer needs & Expectation