BEYOND THE FRONT DESK: EXPLORING THE IMPACT OF HUMAN FACTORS TO GUEST SATISFACTION

Abstract

This 2025 study explores the impact of human factors on guest satisfaction in the hospitality industry, with a focus on front desk operations at Admiral Hotel Manila-MGallery. Recognizing that previous research often overlooks the intricate role of human interaction in shaping guest experiences, this study emphasizes the importance of personalized service, empathy, and effective communication. It highlights the crucial contribution of front desk staff in influencing guest perceptions and overall satisfaction. By identifying key gaps in current practices, the research underscores the need for ongoing staff training and development programs to enhance service quality. Ultimately, the study provides valuable insights into how human-centered approaches can elevate the standard of hospitality service and drive customer loyalty. This research adopts a descriptive method within a quantitative research framework to examine the influence of human factors on front desk operations at Admiral Hotel Manila-MGallery. Data were collected from 15 front office employees using a structured questionnaire based on a modified SERVQUAL model. The instrument was rigorously validated by research advisers, subject matter experts, and statisticians to ensure reliability and content validity. Respondents were selected through convenience sampling. The study explores key service quality dimensions—tangibility, reliability, responsiveness, assurance, and empathy—from the perspective of hotel staff. Quantitative data were analyzed using statistical tools, including frequency and percentage distribution, ranking, and weighted mean, to derive meaningful insights into service interactions and their impact on guest satisfaction. The study indicates that guests generally enjoyed a favorable experience at the hotel, largely due to the reception staff’s perceived helpfulness and courteousness. The survey further examined staff perceptions of operational challenges, including inadequate staffing during peak periods, lapses in timely communication, technological disruptions, and inconsistent enforcement of hotel policies. While employees reported overall satisfaction with internal communication, task management, and work-life balance, the findings highlighted critical areas needing improvement. These include more effective workload distribution during high-demand intervals, faster resolution of technical issues, and the establishment of uniform policy implementation to ensure consistency in service delivery. This study highlights the pivotal role that maintaining exceptional levels of guest satisfaction plays in the sustained success of the hospitality industry. It seeks to bridge a critical gap in the literature by providing a comprehensive analysis of the human factors—particularly those associated with front desk personnel—that significantly influence guest satisfaction. The research delineates clear objectives: to identify the key human elements that shape visitor experiences and to examine the dynamic relationship between staff behaviors and guests’ perceptions. Through this focus, the study aims to contribute valuable insights that can inform strategies for enhancing service quality and fostering enduring guest loyalty.