Tóm tắt:

Chapter 1: Introduction; Chapter 2: Theoretical background about the service quality and improving the service quality of Front Office in the Hotel; Chapter 3: The case of the service’s quality of Front Desk Department at Valencia Hotel; Chapter 4: Analysis and evaluation of service quality of Front Desk Department at Valencia Hotel; Chapter 5: Some solutions to improve service quality of Front Desk Department at Valencia Hotel; Chapter 6: Conclusion and suggestions.