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Survey

Dear participant,

My name is Scarlett Rhodes, and I am an International Hotel Management student at Breda University of Applied Sciences. As part of my bachelor thesis, I am conducting research on the topic:

"How does insufficient training affect front office employees’ performance and service quality in the hospitality industry?"


This survey is intended for front office employees and aims to gather insights about their experiences with training, supervision, and guest service delivery.


Your responses are completely anonymous and will only be used for academic purposes. The survey will take approximately 5–7 minutes to complete. Your participation is highly appreciated and will contribute valuable input to my research.


Thank you in advance for your time and support!

Best regards,

Scarlett Rhodes

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1

What is your current job position?

2

Which hotel do you currently work at?

3

How long have you been working at this hotel?

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4

Did you receive structured training when you started working at the front office?

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5

How long did your initial training last?

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6

How well did your training prepare you for handling guest interactions?

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7

Why or how did the training help or not help you in handling guest interactions?

8

How often do you receive refresher training on front office procedures (e.g., guest check-in, complaint handling, system use, or less common tasks)?

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9

How involved is your supervisor in your daily work?

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10

Have you ever felt unprepared to handle a guest issue due to a lack of training?

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11

How often do you receive direct feedback from management on your performance?

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12

Do you feel that inadequate training impacts guest satisfaction at your hotel?

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13

Have you ever received a guest complaint that you felt was caused by poor training?

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14

What improvements would you suggest for front office training at your hotel?

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15

In your experience, what is the biggest challenge in front office training at your hotel?

16

Is there anything else you would like to share about your training experience?

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