The challenges that affect management performance in front office departments in the hospitality industry in Saudi Arabia
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Date
2024
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Publisher
Saudi Digital Library
Abstract
As Saudi Arabia is working on reaching the Saudi Vision 2030, the hospitality
industry is undergoing a phase of intense transformation and growth, resulting in a more
prominent role in the Saudi economy. Front office departments have been identified as one of
the key factors in delivering satisfying guest experiences and promoting further industry
growth. The present study aimed to uncover and address the challenges impacting the
management performance of front-office departments in the Saudi Arabian hospitality
industry, with a focus on conflict resolution and reducing employee turnover. A quantitative
study was conducted using an online survey as a data collection method, while the sample
was collected with a snowballing method sample. A total of 34 participants were featured in
the study, with over 80% being front-office employees in Saudi hotels. The results of the
study provided an overview of key challenges faced by front office employees, a list of the
desirable skills both in front office employees and management, and the elements of service
that have the biggest effect on customer satisfaction. In the domain of conflict resolution, the
study identified sources of conflict, key strategies for addressing it, and specific
recommendations for management involvement. The results also provide a detailed overview
of the factors that moderate employees’ job satisfaction, determination to stay in the same
position, preferred leadership approaches, and incentives that can reduce turnover rates. The
study concludes with specific recommendations aimed at hotels operating in Saudi Arabia.
Description
The front office departments in the hospitality industry are among the most important
for assuring the guests have a memorable experience. Yet, they continuously encounter
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multifaceted operational challenges that can conversely hamper the performance of these
departments. These departments are the arenas where the pinch of conflict management and
high employee turnover rates is the most stringent, damaging the quality of customer service
and disrupting the whole operational harmony. In KSA, these challenges are intensified by
specialty culture and operation surroundings, which merge ancient traditions with up-to-date
hospitality standards (Azhar et al., 2018). This setting is distinguished by the embodiment of
various difficulties, which entails designing specific response strategies to overcome them.
It is more than evident that there needs to be more research regarding the Saudi
Arabian hospitality experience. Lack of targeted study, for example, on how front office
departments can address issues like conflict resolution and employee retention, results in the
obstructive development of informed strategies that could help tackle them. The diversity of
the current research represents a statistical picture that underscores the importance of looking
deep into the specific Saudi Arabian context. This is by spotlighting what is needed to
explore new management planning methods that will consider traditional hospitality values
while simultaneously fulfilling modern operational needs.
Keywords
hospitality, front office, management, leadership, conflict resolution, manager, hotels, Saudi Arabia, 2030 vision, turnover, employee statisfaction, customer satisfaction, quantitative study, Saudi hospitality, front desk
Citation
Surname, Initial. (Year of publication) 'Title of article', Title of Journal, Volume and Issue information, Page numbers. doi: doi number if available.