RESEARCH PROPOSAL.

Running head: RESEARCH PROPOSAL
Research Proposal

RESEARCH PROPOSAL 2
Research Title
The title for this research is “impact of proper communication between front office management
and back-office management towards customer satisfaction in Sofitel Auckland Viaduct Harbour
hotel”.
Introduction
Background of an organization
Sofitel Auckland Viaduct Harbour is located in a unique maritime place that faces waters of
Waitemata Basin in the context of bustling Viaduct Harbour and the heart of Auckland city. This
hotel has 172 suites and bedrooms. Furthermore, this hotel has some features such as separate
rain showers, oversized bathrooms as well as, depth soaking bathtubs (Sofitel Auckland Viaduct
Harbor, 2019).
Introduction of general problem/opportunity
The hospitality sector is making efforts to improve the experience of guests. The front office and
back office desk is an essential element of front office operation since it develops the first
impression of guests. Sofitel Auckland Viaduct Harbour is facing declining customer satisfaction
because of no proper communication between front office and back-office management. Hence,
this research would provide the opportunity to Sofitel Auckland Viaduct Harbour to implement
new strategies in terms of enhancing proper communication between front and back office staff
that leads for providing delight guest experience (Santouridis&Veraki, 2017). As per these
strategies, each guest should be treated with high enthusiasm to make them feel special. Since,
there is a huge rivalry in the marketplace hence Sofitel Auckland Viaduct Harbour need to make
distinguishes itself through implementing innovative strategies for customer service to influence
a large number of customers (Dzhandzhugazova et al., 2016).
Significance of the selected topic and reason for choosing this topic
This research is significant for understanding the impact of proper communication between front
office management and back-office management for customer satisfaction within the hotel
industry (Kearney et al., 2017). It is also beneficial for comprehending the communication

RESEARCH PROPOSAL 3
strategies for improving communication between front office management and back-office desk
(Shin, Perdue, & Kang, 2019).
This topic is selected by the researcher due to the following reasons:
1-interest in business communication subject
2-making a career in front and back office operation department in hospitality sectors
3- Understanding about digital marketing is beneficial for managers working in Sofitel Auckland
Viaduct Harbour hotel in terms of providing higher customer satisfaction.
For conducting this research, Sofitel Auckland Viaduct Harbour is selected for understanding the
issues because it helps to gain depth understanding regarding research issues (Rahimi, 2017).
Identify the scope of the review
The review of this paper would have wider scope for potential front and back office employees
of Sofitel Auckland Viaduct Harbour hotel to deal with the customers significantly. It would
have also wider scope for existing front and back office employees to deal with the challenges
that they are facing due to improper communication. This research would also be supportive of
readers to comprehend the impact of proper communication between front office management
and back-office management towards customer satisfaction (Chevers& Spencer, 2017).
Aspects of the topic will be discussed/excluded from the discussion
In this research study, the researcher will discuss the impact of proper communication between
front office management and back-office management for customer satisfaction within the hotel
industry. It will exclude the communication challenges faced by front and back offices in the
hospitality industry (Kearney et al., 2017).
Literature review
Introduction
This literature review will discusses about the relationship of existing studies with Sofitel Auckland Viaduct
Harbour. The specific problem is related to the impact of communication between front office management and
back-office management on customer satisfaction within the hotel industry (Kandampully, Zhang, &Jaakkola,
2018).
Major concepts and influential studies concerning the research topic

RESEARCH PROPOSAL 4
According to SoltaniandNavimipour (2016), Wi-Fi technology, high-speed internet access, and online reservations
are vital technological services that are being offered to consumers by hotels. In current times, consumer wants
prompt services. Hence, Sofitel Auckland Viaduct Harbour hotel should be equipped to provide a simplified process
of check-in service. Some of the most sort after such customer requirement entails in-room check where the guest
does not have to stay at the counter for the turn to come and do check-in procedure.
The guests are processed through the front office management
The guests could be persuaded by the marketing department (back-office management) by putting up attractive
packages and innovative room service ideas (Soltani&Navimipour, 2016).
In contradiction, considering, Yoon Jang and Lee (2016), in his journal, he explains that proper communication
between the front office and back office is very significant. The significant is due to the better customer experience
that would, in turn, increase customer satisfaction and customer loyalty. By linking front and back office, companies
can locate the workforce across the location in such a way to get real-time data. When it comes to customer
complaints and problems, proper communication between the two department management is very important. Proper
communication helps to resolve the issues with ease and will be less time-consuming. Doing this, will be a big boost
to customer satisfaction within Sofitel Auckland Viaduct Harbour hotel.
Taking Rahimi (2017) view into consideration, the front office department is accountable for interacting with all
other departments in Sofitel Auckland Viaduct Harbour hotel and different sections to the department. For the front
and back office to perform efficiently, there should be a proper communication channel taking place between them.
The front office of Sofitel Auckland Viaduct Harbour hotel should also keep proper conveying of information's with
the fellow peers, subordinates and colleagues.
In contrast to this, Colomo-Palacios García-PeñalvoStantchev&Misra (2017) evaluated that the staff who are
employed to the front office interact with each other within the department. Proper communication between the two
departments will result in the best possible support for the guests like handling guest mail, registering guests,
reserving accommodations, and customized guest facilities of Sofitel Auckland Viaduct Harbour hotel. Managers
can use Workforce optimization (WFO) performance management software for addressing and identifying top
performers that encourages other workforces to do exceptionally well. With the higher transparency and assistance,
workforces are competent to straightforwardly reach their goals and resultant in higher satisfaction with declining
turnover of Sofitel Auckland Viaduct Harbour hotel.
In the opinion of Spencer &Chevers (2018), the prompt kiosk check-in aspect was started for self-check-in. The
guest will be able to check-in by themselves without the hassle of waiting in line and having the front office staff do
it for them. Furthermore, counter check-in system is used by Sofitel Auckland Viaduct Harbour hotel as it is not
prospected to perform in-room check-in for all guests. The group check is presented in a coach through front-office
employees to save on time component for guests of Sofitel Auckland Viaduct Harbour hotel. The group members
are provided a pre-assigned room off rooming list. Furthermore, the front desk staffs allocated to talk with the guests
are trained to be very attentive and to be competent to resolve customer complaints with ease and swift speed of
Sofitel Auckland Viaduct Harbour hotel.