The Roman Festival of Floralia

Although the ancient Roman holiday of Floralia began in April, the Roman month of the love goddess Venus, it was really an ancient May Day celebration. Flora, the Roman goddess in whose honor the festival was held, was a goddess of flowers, which generally begin to bloom in the spring. The holiday for Flora (as officially determined by Julius Caesar when he fixed the Roman calendar) ran from April 28 to May 3. Festival Games Romans celebrated Floralia with the set of games and theatrical presentations known as the Ludi Florales. Classical scholar Lily Ross Taylor notes that the Ludi Floralia, Apollinares, Ceriales, and Megalenses all had days of ludi scaenici (literally, scenic games, including plays) followed by a final day devoted to circus games. Financing Roman Ludi (Games) Roman public games (ludi) were financed by minor public magistrates known as aediles. The curule aediles produced the Ludi Florales. The position of curule aedile was originally (365 B.C.) limited to patricians, but was later opened up to plebeians. The ludi could be very expensive for the aediles, who used the games as a socially accepted way of winning the affection and votes of the people. In this way, the aediles hoped to ensure victory in future elections for higher office after they had finished their year as aediles. Cicero mentions that as aedile in 69 B.C., he was responsible for the Floralia (Orationes Verrinae ii, 5, 36-7). Floralia History The Floralia festival began in Rome in 240 or 238 B.C., when the temple to Flora was dedicated, to please the goddess Flora into protecting the blossoms. The Floralia fell out of favor and was discontinued until 173 B.C., when the Senate, concerned with wind, hail, and other damage to the flowers, ordered Floras celebration reinstated as the Ludi Florales. Floralia and Prostitutes The Ludi Florales included theatrical entertainment, including mimes, naked actresses, and prostitutes. In the Renaissance, some writers thought that Flora had been a human prostitute who was turned into a goddess, possibly because of the licentiousness of the Ludi Florales or because, according to David Lupher, Flora was a common name for prostitutes in ancient Rome. Floralia Symbolism and May Day The celebration in honor of Flora included floral wreaths worn in the hair much like modern participants in May Day celebrations. After the theatrical performances, the celebration continued in the Circus Maximus, where animals were set free and beans scattered to ensure fertility. Sources The Opportunities for Dramatic Performances in the Time of Plautus and Terence, by Lily Ross Taylor. Transactions and Proceedings of the American Philological Association, Vol. 68, (1937), pp. 284-304.Ciceros Aedileship, by Lily Ross Taylor. The American Journal of Philology, Vol. 60, No. 2 (1939), pp. 194-202.Floralia, Florales Ludi Festival ... - University of Chicago. penelope.uchicago.edu/Thayer/E/Roman/Texts/secondary/SMIGRA*/Floralia.html.

It’s All About the Drive in Outliers The Story of Success...

In the second chapter of his book â€Å"Outliers: The Story of Success,† Malcolm Gladwell introduces what he believes to be a key ingredient in the recipe for success: practice. The number of hours he says one must practice to obtain expert-level proficiency in a particular skill is ten thousand hours. He goes on to list several examples of successful individuals and makes the correlation between the amount of hours they practiced their skill and when they achieved expert-level proficiency (almost always around ten thousand hours of practice). While the magic number appears to be the main focus of the chapter when it comes to success, Gladwell seems to put more emphasis on the advantage and opportunities each individual experienced. However, I†¦show more content†¦The hours to those facilities were limited, but Joy exploited a bug that would allow him to work more than the typical one hour per day that all students were afforded. The bug may be seen as another opportu nity. However, weren’t other students at that school able to access the same facilities? Couldn’t they also have exploited the same bug that Joy exploited? I believe it was Joy’s passion for programming and desire to improve that led him to put in more hours than everyone else. â€Å"He wanted to learn† (46). He worked long hours and even devised a way to keep at it when others couldn’t or wouldn’t. Gladwell uses The Beatles as another example where happenstance was a deciding factor in their success. It was luck, or maybe fate, that put The Beatles in contact with a club owner in Hamburg, Germany. The club owner’s format required bands to play extremely long hours. Gladwell makes it seem as if the band would not have put in the long hours and potentially would not have become the rock ‘n’ roll legends they are today had it not been for that streak of luck. Other bands played those same clubs in Hamburg. Could they not have also played eight hours a night, seven nights a week? They had the same opportunity as The Beatles. Gladwell’s last example of opportunity paving the way to success is Bill Gates. Gladwell paints a picture of a privileged childhood, private schools, well-funded computer clubs and easily accessibleShow MoreRelatedCharacteristics Of Steve Jobs895 Words   |  4 Pagesperson’s culture, family, generation, and upbringing are more accurate determinants of success when compared to that persons traits such as personality, ambition, and intelligence. While circumstances being conducive to their needs helps, anyone with enough determination can rise above obstacles and become an outlier. Arguments against this, often have faults. There are many clear examples of driven, brilliant people, of all backgrounds, reaching great heights. One published believer of successful peopleRead MoreOutlier1537 Words   |  7 Pageshave thought and understood success compared to the way Malcolm Gladwell argues is the circumstances and families that create success. Previous to reading this book, I strongly believed that the way to become successful was to put in hard work. For example, my theory to success was similar along the lines to what Malcolm Gladwell discusses earlier in the book. He says, â€Å"Practice isn’t the thing you do once you’re good. It’s the thing you do that makes you good†(Gladwell, 2008). I believed if you practicedRead MoreOutliers, By Malcolm Gladwell1541 Words   |  7 PagesSocietal success relies on whatever society values most at a point in time. In the current state of society, this value exists as something quite obvious: money. Money carries with it a sense of glamour and achievement. Earning large quantities of money seems achievable, it acts as clear-cut goal that people can point to and shout, â€Å"Hey, that’s success!†. Furthermore, personal success does not offer this luxury, and thus evades people to its true meaning. Malcolm Gladwell’s novel, Outliers, demonstratesRead MoreWhat Are They Key For Success?1650 Words   |  7 PagesMay 4th, 2015 WHAT IS THEY KEY TO SUCCESS? Standing on One Microsoft Way, Redmond, Washington, one is simply flabbergasted at the nearby mountainous office towers, studded with immaculate windows, hazily reflecting the sun. How did one man, Bill Gates, establish these headquarters and virtually mold this 370$ billion company from so little? Many would argue that his intrinsic genius, inherited traits, and sheer brilliance are to blame for his success; after all, he is the wealthiest man in AmericaRead MoreEssay on Barefoot Spirit2119 Words   |  9 Pagesno money to give him, he changed the subject by asking about the silver locomotive he had been staring at through the window. While this lightened the high strung tension in the room it also opened up another conversation and gave Michael an idea of how to get Mark’s money back. He would take what he found out was wine in those silver locomotives, bottle and sell it. 2. You learn what the job is and then you do it – This lesson came about when Michael had worked so hard to do exactly what DonRead MoreA Concise Guide to Market Research Using Spss71933 Words   |  288 Pages45 80539 Munich Germany sarstedt@bwl.lmu.de ISBN 978-3-642-12540-9 e-ISBN 978-3-642-12541-6 DOI 10.1007/978-3-642-12541-6 Springer Heidelberg Dordrecht London New York # Springer-Verlag Berlin Heidelberg 2011 This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, speciï ¬ cally the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microï ¬ lm or in any other way, and storage in data banks

Budget Deficit Definition and How It Affects the Economy Free Essays

How does a government budget deficit affect the economy? Identify two periods in recent history in which the United States has run budget deficits. What were the reasons for the deficits during those time periods? A government’s budget deficit occurs when the amount of money going out exceeds the amount of money coming in and is defined as a shortfall of revenues under payment. For example say the amount of taxes being collected is $500,000 but the amount of government spending is $7000,000 the government has a deficit of $200,000. We will write a custom essay sample on Budget Deficit Definition and How It Affects the Economy or any similar topic only for you Order Now Governments often fund these deficits with the sale of bonds; this sale is an IOU to the buyer and a promise for repayment in the future. In an effort to make up for the deficit and the increase in the nations debt the government might increase taxes and interest rates; this affects the economy in a negative way by decreasing the amount of money consumers have to spend on goods and services. A chain creation may occrue decreasing demand causing supply to also fall. During the years of 1981 to 1989 the deficit within the U. S. government drove up the amount of debt held by the public by almost triple. Ronald Reagan increased the amount of money the government was spending on the military but also decreased taxes. With no ability to fund the military spending the government experienced a deficit and borrowed money, which increased the public debt. The same was true for the Bush administration, as the cost of two wars increased and the amount of tax breaks also increasing the amount of tax revenue decreased. In an effort to pay for the nations wars the government increased the borrowing and drove up the publics debt to 40% of the nations GDP. Of course the largest increase in the nations deficit has come in the last three years, the nations wars and economic stimulus has, in the way of increased spending, increased the nations deficit and caused the nations debt to rise to 15. 5 trillion or 63% of the nations GDP. How to cite Budget Deficit Definition and How It Affects the Economy, Essay examples

Front Office as the Nerve Center of Hotel Industry Free Sample

Question: Why Front Office Nerve Center of Hotel Industry? Answer: A hotel`s front office department is situated at the front of the hotel and is responsible for bookings and sales of hotel rooms through the systematic methods of reservation, registration, and assigning of rooms. The front office department can also be described as a hotel`s showcase windowas it reflects a hotel`s image (Ahmad Scott, 2014). A hotel`s front office holds primary importance in the view of a hotel`s essential nature of business i.e. selling of rooms. Thus, the front office department is designed to reserve, receive, allocate rooms, and register guests as well as act as a source of information to guests during their hotel stay. Other essential functions of the front office department include settling a guest account, preparation of guest history card, providing guest services, airport pick-up, luggage handling, etc. The front office of a hotel is the "Nerve Center"where all the messages and information are communicated to different persons and agencies. This essay describes why the front office of a hotel is its nerve center and it begins by explaining the duties and importance of the front office staff that makes the department so crucial, followed by the skills needed by the team to make the department a success. Front Office Staff The staffs of the front office department are the organization`s primary contact with the public. The staff members handle a variety of tasks that include reservations, greeting guests on arrival, registering new guests, dispensing keys, managing incoming and outgoing emails, providing information, listening to complaints, taking messages for guests, and handling check-out procedures when guests depart. The front office department may employ the following personnel; front office manager, assistant front office manager, front desk representatives, cashiers, telephone operator, reservationists, night auditor, porter service, concierge, bell captain, and key clerk. The duties of these personnel give the department its importance. The Front Office Manager As described by Andrews (2013), the front office manager has a broad range of responsibilities that include maintaining a high-efficiency level among the front office staff, making effective decisions regarding room assignments and reservation policies, and handling complaints and guest problems with tact and courtesy. Besides, the manager needs to maintain an open communication channel with all other hotel departments. The front office manager also prepares shift assignments and weekly work schedules, assigns duties to staff members, and holds periodic staff meetings to make sure that staff members adhere to and understand hotel operating procedures and policies. Moreover, the manager may also train and hire new employees, as well as periodically review the performance of all staff members (Prayag Hosany, 2015; Reichel, Fuchs, Pizam, Poria, 2014). Furthermore, it is a front office manager`s duty to define and set reservation policies and quotas with the goal of ensuring there is maximum room occupancy. The manager needs to observe guest arrivals, departures, and cancellations as well as set policies regarding early arrivals, no-shows, and over bookings. The front office manager also deals with clients and takes corrective actions with the needs of special guests and when complaints or problems arise. Other guest communications duties for front office managers may include welcoming important guests, and providing information on hotel facilities, services, and policies (Rao Sahu, 2013). Besides, the front office manager is required to regularly confer with the sales and marketing department for updates on potential peak periods, billing arrangements, and individual group reservations. Besides, the manager also needs to maintain contact with the accounting department in regards to special billing requirements and problems as well as the housekeeping staff on issues about room status. Lastly, the front office manager should regularly prepare written reports on the progress and activities of the front office for review by the directors. The Assistant Front Office Manager The assistant front office manager is responsible for the coordination of front desk operations. The manager may monitor payments and guest accounts and authorize special procedures and checks in addition to training new front office personnel. Moreover, the assistant front office manager may also assist the front desk staff during peak periods. Other duties of an assistant manager include preparing daily room occupancy forecasts and reviewing reservations for the current day (Khairizam, Azmi, Ahmat, 2013). Front Desk Representatives Bonfanti, Vigolo Negri (2016) indicate that the front desk representatives communicate the hotel`s personality to guests more efficiently than any other staff member. Front desk representatives also make guests feel welcomed and immediately respond to problem or complaints. In addition to working directly with hotel guests, the desk agents have a significant role in assigning rooms as well as maintaining the occupancy to maximum levels. Besides, the front desk representative checks credit identification and authorization, verifies reservation information, assigns rooms and dispenses room keys when hotel guests arrive. The front desk representative is also responsible for notifying the bell captain or summoning a bell attendant to transport the luggage of guests. Other duties consist of providing information about policies and facilities and handling requests of special guests, such as gift purchases, photocopies, and so forth. They may also be required to handle reservation requests or telephone calls, or to direct calls to the switchboard or reservations department. Guest communications duties include sorting guest mail, stamping, taking guests` messages and sending telex or fax documents. When a guest wishes to depart, the front desk representative calls a bell attendant to transport luggage to the lobby, and he/she prepares and arranges the check of the guest. Other duties of the front desk representatives includ e reviewing reservations, checking rooms, and communicating with the housekeeping department regarding room needs and occupancy forecasts. The Night Auditor Night auditors have dual roles which include performing the duties associated with front desk representatives at night as well as other bookkeeping functions such as preparing balance reports. The shift of a night auditor usually runs for 8hrs from 11 p.m to 7 a.m. When there is slack in the front desk activities, the night auditor is tasked with the responsibility of tracking or auditing the postings of previous transactions in an attempt to verify their accuracy. The night auditor also calculates the charges incurred by guests and owed to the hotel during the previous business day. The total payments received from guests during the day are subtracted from the hotel`s total charges to establish the daily balance which represents the amount still owed to the hotel for the transactions of the previous day (Batini?, 2014). Cashiers The primary duty of a front desk cashier is posting charges, checking out departing clients, verifying the checks of the guests and handling payments. In some circumstances, the management may also require cashiers to assist other front desk staff members in the performance of their duties. At some hotels, front desk representatives handle the functions of a cashier as well as guest registration. But at some other hotels, the front office staff is highly specialized. Front desk receptionists, for instance, may be responsible for greeting arriving guests, registering guests and checking reservations while cashiers are only responsible during check-outs to receive payments (Inkaew, 2016). Furthermore, the cashier may also calculate the guests` charges and present the checks. The front office manager usually supervises the front desk receptionists. Despite the fact that cashiers work at the reception, they are considered to be part of the accounting department and therefore are managed by the accounting manager. Besides, the cashier is also responsible for the performance of other routine front office duties like coordinating room status reports, handling guest communications, and sorting emails (Inkaew, 2016; Kim, Knutson, Han, 2015; Lee, Teng, Chen, 2015). Reservationist A hotel reservationist is a fundamental part of operations in a hotel. The reservationist gives guests their first impression of the services and values of a hotel at the reservation. As a result, reservations agents must be well-informed, courteous, and educational. A reservationist`s primary duty is to rent hotel rooms to guests. The agent must also conquer any objections of the guests. Hotel managers are responsible for providing rules so that the reservationist agents will know specifically what to say if the guests accept or resist the deals. The instructions may come in a script form that must be uncertainly followed. A reservationist is also a person that reserves tickets, events or makes preparations regarding travel arrangements. Reservationists also use skills of customer service to help people. The reservationist agent books tickets, events or online arrangements in person or by phone. They also meet the customer`s needs and produces customer confirmations to the best of t heir ability. Besides, the reservationists are also responsible for contacting customers when a termination is submitted (Boz, Yilmaz, Arslan, Koc, 2016; Boonpektrakul, 2014). Telephone Operator Boonpektrakul (2014) explains that a phone operator`s principal duty is transferring of external calls from the hotel to the guest rooms. Operators have to accomplish this without giving out a hotel`s room number. In spite of the fact that telephone operators may not meet face-to-face with hotel guests, they play an important role to the guest on behalf of the hotel. For this situation, a polite and friendly voice tone is critical. A telephone operator`s duties include answering incoming calls and straight calls to guest rooms. Porter Service A porter or hotel bellhop greets visitors once they check into a hotel. Porter`s are responsible for carrying the luggage of guests as they show them to their rooms (Lee Ok, 2016). Moreover, they ensure that everything in the room is properly working and in order by checking room equipment, such as ventilation and lighting. Hotel bellhops also instruct visitors regarding the hotel systems operation, such telephones or the television remote control. Concierge The concierge is a front office professional in charge of coordinating the entertainments, travel and other activities of guests. The concierge also finds answers any time guests have questions, such as directions to places of interest. Besides, they can order car services, make restaurant reservations and may also arrange guests` personal shopping. The concierge also provides guests with extensive information on tours, transportation, entertainment, church services, sports, and amusements in the area. The concierges must confidentially know the area and be able to meet the guests` individual needs. This person also makes restaurants reservations and obtains theater tickets. Usually, the concierge can be found at a desk in the hotel lobby (Boz, Yilmaz, Arslan, Koc, 2016). Bell Captain Together with door attendants and a staff of bellhops, the bell captain provides a foundation for any lodging establishment. The duties of a bell staff begin where the computerized hotel management system stops. They are the people who tote and lift the baggage, run errands, familiarize the guest with the new surroundings, deliver supplies, and provide the guest with information on local attractions and in-house marketing efforts. These people are the hospitality link between the guest and lodging establishment and are an asset to a well-run hotel establishment as they make the guests feel special (Lee Ok, 2016). Key Clerk Key clerks are usually found in large and full-service hotels that lack electronic key systems. The clerks are responsible for issuing keys to confirmed and registered guests and for other related security measures. The key clerks often sort incoming mail for the management staff and registered guests. This position is obsolete in most new and established hotels; however, in full-service hotels, they can be a welcome sight that reduces the confusion of check-ins and checkouts when they are on duty (Toh, Potapova, Astrakhan, 2013). To effectively perform their tasks, the above persons need to have sufficient skills required by the department, and the level of such skills will determine the performance of the hotel. Useful Skills for the Front Office Department The hospitality industry is working assiduously to reduce or eliminate every stress from the faces of their esteemed guest as soon as they enter their hotels. The skills acquired by the front office hotel employees provide the guests a remarkable experience as it also helps them create a marvelous and magical experience as per the wills, needs, and desires of the guests. With a warm and hospitable smile accompanied by assuring words, the charm of the attitude of the front desk captivates the guests in a way that they can uplift the business through positive reviews which are an incredible marketing tool for any business (Bharwani, Bharwani, Talib, Talib, 2017). The importance of the front office department is also as a result of effective customer care skills required by the front office staff. Such skills are as described below. Listening Listening is the primary instrument of effective communication in any organization. Without the ability to listen carefully to what a guest is saying, the message of a guest could be easily misinterpreted and misunderstood. Consequently, there is a breakdown in communication leading to a frustrated customer. The front office staffs are aware that listening is not only about hearing and a good listener will listen to what is being said as well as what is partially said or not said. Front office staffs that have poor listening skills are introduced to certain techniques that will help improve the skills (Shahril, Aziz, Othman, Bojei, 2015). Attentiveness The art of attentiveness should be observed through all customer service experiences during and after work interactions. Many times clients contact customer service and are subjected to scripted responses. Such responses need to be avoided by the front office department as they give customers the feeling that the hotel attendant did not pay attention to what was being said and was less concerned about the issue (Hauser, 2014). The staff can make use of canned responses that are personalized and used appropriately and wisely to the situation. Patience Customer service might be a challenging and stressful job when the staffs have to deal with frustrated, confused, and angry clients. Patience is a real virtue in such circumstances, and the way that the team responds to those customers will either calm or excite the guests. The front office staffs are taught how to always be patient with their clients by separating their feelings from the situation and understanding the fact that in most cases a customer gets upset with things that do not involve the staff (Ahmad Scott, 2014). Self -Control Maintaining self-control is of most importance in the front office department of a hotel. Apart from the ability to deal with heated and rude customers and handling surprises, it also goes to treating every interaction of individual customer separately regardless of the situation of the previous circumstances. The front office staffs need always to note that every new client presents a new issue and that the previous guests bear no relation to the next prospective customers (Dinnen Hassanien, 2013). Good Communicator If a staff member is not a great communicator, most likely he/she will not go far in customer service. Ability to communicate efficiently and clearly with no mumbling as well as strong typing, good grammar and spelling skills is essential. Moreover, it involves avoiding miscommunications that might result in unwanted consequences and misunderstandings. Particularly in connection to critical points, the front office staffs need to communicate things clearly and leave nothing to doubt. The way a person expresses him/herself will affect the perception of their messages. When talking to guests, either face-to-face or over the phone, the front office staff also need to adhere to facial expressions, body language, and voice tone as they convey more than what is being said. The ability to use affirmative words and avoid negative words are more likely to satisfy customers (Hauser, 2014; Mensah Dei Mensah, 2013). Persuasive Influential speakers improve customer interactions. The secret associated with persuasive speaking is putting the verbal focus on the persuasion target (the guest) and not on the speaker. It means that the hotel staff should call a customer by name, use action-oriented words, and the active tense in phrases or words as well as avoid prefacing statements (like I believe or I think) that express personal opinions or thoughts (Kumar Vetrivel, 2016). Putting guests at the center makes them feel more appreciated and respected. Effective Time Management The front office staff members should have the necessary skills to manage their working hours efficiently. Effective time management includes setting goals and priorities, smart planning, delegating responsibilities, handling procrastination, and minimizing interruptions. These time management tips help the front office staff to handle queries and demands of guests without upsetting them. Sometimes it is necessary for different staff to handle one client based on the needs of the customer and the policies of the hotel (Appaw-Agbola Agbola, 2013). Take Responsibility When things go wrong in a hotel, customers expect the management to take responsibility for all the negative experiences or problems they are having with the services of the hotel. Before the issue reaches the upper-level management, the front office staffs need to take responsibility by offering a sincere apology to a customer on behalf of the hotel, even when the situation or problem that caused the client's frustration was not the fault of the staff (Wood, 2013). Taking responsibility also means that the official is ready to do whatever it takes to fix the problem quickly and professionally (Sharon, Goziker, Shahrabani, 2014). Conclusion The mission of every hotel is to make the hotel successful by satisfying the needs of a customer. The different roles and duties of a hotel`s front office staff make the department the Nerve Center" of the establishment. Thus, the functions of the front office manager, assistant front office manager, front desk representatives, cashiers, telephone operator, reservationists, night auditor, porter service, concierge, bell captain, and key clerk determine the success or failure of a hotel. If a hotel`s front office department fails in their duties, it means the whole establishment has failed in everything. It is because the front office staffs give the first impression and are in charge of handling most of the queries and issues affecting the guests. Consequently, listening, attentiveness, patience, self control, good communicator, persuasive, effective time management, and taking responsibility are essential skills needed by the front office staff for the benefit of the hotel. These de xterities are foundation skills and should be actively developed in the hotel business. In the hospitality and service industry, these skills are the lifeblood, and it is important that the communication style of the front office staff reflects nothing more than professionalism. References Ahmad, R., Scott, N. (2014). Managing the front office department: Staffing issues in Malaysian hotels.Anatolia,25(1), 24-38. Andrews, S. (2013).Hotel Housekeeping: A Training Manual. Tata McGraw-Hill Education. Appaw-Agbola, E. T., Agbola, A. K. (2013). Implementing yield management in hotels: An empirical study on small and medium hotels in Ghana.The World,3(3), 130-132. Batini?, I. (2014). Training and development standards for front office employees in the modern hotel industry.Journal of Process Management. New Technologies,2(4), 69-72. Bharwani, S., Bharwani, S., Talib, P., Talib, P. (2017). Competencies of hotel general managers: a conceptual framework.International Journal of Contemporary Hospitality Management,29(1), 393-418. Bonfanti, A., Vigolo, V., Negri, F. (2016). Hotel Responses to guests online reviews: An exploratory study on communication styles. InInformation and Communication Technologies in Tourism 2016(pp. 397-409). Springer International Publishing. Boonpektrakul, O. A. (2014). Developing Action-Plan Training Model to Enhance Employees Competencies: A Hotel Case Study.Stamford Journal-Discontinued May 2014. Replaced by the ASEAN Journal of Management Innovation.,5(2). Boz, H., Yilmaz, ., Arslan, A., Koc, E. (2016). A Comparison of Depression and Turnover Intentions of Hotel Employees in All-Inclusive and Non-All-Inclusive Hotels.Global Issues and Trends in Tourism, 372. Dinnen, R., Hassanien, A. (2013). Handling customer complaints in the hospitality industry. InManaging Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies(pp. 68-90). IGI Global. Hauser, M. M. (2014).The Vo-Tech Track to Success in Hospitality and Tourism. New York, NY: The Rosen Publishing Group. Inkaew, M. (2016). An Analysis of Intercultural Communicative Competence: Hotel Front Office Personnel in Bangkok.PASAA: Journal of Language Teaching and Learning in Thailand,51, 185-214. Khairizam, S. M., Azmi, M. H., Ahmat, N. H. C. (2013). Guest perception on service quality among front office personnel.Hospitality and Tourism: Synergizing Creativity and Innovation in Research, 313. Kim, M., Knutson, B. J., Han, J. (2015). Understanding employee delight and voice from the internal marketing perspective.Journal of Hospitality Marketing Management,24(3), 260-286. Kumar, M. R. S., Vetrivel, T. (2016). Customer Perceptions of Service Quality of Front Office Staff at Hotel.International Journal of Scientific Research,4(7). Lee, A. P., Teng, H. Y., Chen, C. Y. (2015). Workplace relationship quality and employee job outcomes in hotel firms.Journal of Human Resources in Hospitality Tourism,14(4), 398-422. Lee, J., Ok, C. M. (2016). Hotel employee work engagement and its consequences.Journal of Hospitality Marketing Management,25(2), 133-166. Mensah, I., Dei Mensah, R. (2013).Management of tourism and hospitality services. Bloomington, IN: Xlibris Corporation. Prayag, G., Hosany, S. (2015). Human resource development in the hotel industry of Mauritius: myth or reality?.Current Issues in Tourism,18(3), 249-266. Rao, P. S., Sahu, P. C. (2013). The impact of service quality on customer satisfaction in the hotel industry.IOSR Journal of Humanities and Social Science,18(5), 39-44. Reichel, A., Fuchs, G., Pizam, A., Poria, Y. (2014). Occupational self-perceptions of hotel employees: an exploratory study.Tourism Analysis,19(5), 637-641. Shahril, A. M., Aziz, Y. A., Othman, M., Bojei, J. (2015). The relationship between the Star and the Hotel Service Guarantees of Customer Satisfaction.International Journal of Economics and Finance,7(4), 82. Sharon, T. R., Goziker, O., Shahrabani, S. (2014). Factors Affecting the Decision to Remain in the Hospitality Industry Among Hotel Front Office Desk Employees: The Case of Israel.Journal of Tourism and Hospitality Management,2(9), 364-375. Toh, R. A., Potapova, I. I., Astrakhan, T. (2013). Checkin Checkout: Improving the Management of Hotel Front Office Operations.European Journal of Economic Studies,4(2), 33. Wood, R. C. (Ed.). (2013).Key concepts in hospitality management. New Castle upon Tyne, UK: Sage.