Role of front office operations in guest satisfaction, a case study of Mbale resort hotel in Mbale city, eastern Uganda.
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Date
2026
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Busitema University
Abstract
Role of front office operations in guest satisfaction: a case study of Mbale Resort Hotel in Mbale City, Eastern Uganda. The study was guided by three objectives: To find out the effect of front desk efficiency on guest satisfaction at Mbale Resort Hotel, to find out the influence of staff professionalism on guest satisfaction at Mbale Resort Hotel, and to find out the effect of technology, use, and complaint handling on guest satisfaction at Mbale Resort Hotel. A cross-sectional research design employing both quantitative and qualitative approaches was adopted. Data were collected using questionnaires and interviews from selected respondents at Mbale Resort Hotel. The collected data were analyzed using descriptive statistics and correlation analysis with the aid of SPSS, while qualitative data were analyzed thematically. The findings showed that the roles of front office operations positively influence guest satisfaction, although challenges such as technology failures and delays at the front office still limited participation.
Keywords: front office operations, guest satisfaction, Mbale resort hotel, front desk efficiency, staff professionalism
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Citation
Bwire, N. (2026). Role of front office operations in guest satisfaction, a case study of Mbale resort hotel in Mbale city, eastern Uganda. Busitema University. Unpublished dissertation.