Assessment of Hotel Front Office Operations and Guest Relations in Selected Hotels in Port Harcourt, Rivers State

This study assesses front office operations and their influence on guest relations in selected hotels in Port Harcourt, Rivers State, South South Nigeria. The front office is widely recognised as the nerve centre of hotel operations, being the primary point of guest contact and a key determinant of overall hospitality experience. A descriptive research design is employed with questionnaires administered to 200 guests and 30 front office personnel across eight purposively selected hotels rated between two-star and four-star. Variables assessed include check-in efficiency, staff communication skills, reservation management accuracy, complaint handling, and checkout procedures. Findings reveal that check-in wait times exceeding 15 minutes are experienced by 58 percent of guests, negatively affecting first impressions. Staff communication skills are rated as adequate by only 49 percent of respondents, with language barriers and limited digital literacy identified as contributing factors. Computerised property management systems are operational in only three of the eight sampled hotels. The study recommends investment in property management system upgrades, targeted customer relations training for front office staff, and introduction of express check-in protocols using mobile registration forms. These improvements are expected to significantly enhance guest relations and competitive positioning for Port Harcourt hotels serving Nigeria's oil industry executives and business travellers. Keywords: front office operations, guest relations, hotel management, Port Harcourt, customer experience