The challenges that affect management performance in front office departments in the hospitality industry in Saudi Arabia

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 4 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.