International Journal of Business and Economics Volume 16, No. 2 September, 2017

Let It Be or Let It Be Better: Employment Empowerment Effects on Hotel Guests Satisfaction

Wang Ding Ling

Zhuhai College of Jilin University, China

Po-Ju Chen

University of Central Florida, Florida, U.S.A.

Abstract

A couple traveled with two young children to Malaysia for a family vacation. The front desk agent voluntarily upgrades the family from a standard room to a family suite. The customer-orientated training of the front desk demonstrated by the employee's consideration impressed the family. Since the upgrade does not require the family to pay more, the front desk employee's action is an indication of effective training and empowerment to satisfy guests. Of course, room upgrades are not the only ways to impress guests. What other options can hotel employees offer?

Keywords：employee empowerment, services management, guest satisfaction, revenue management, perishability.

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