The relationship between nonverbal communications of employees and guest satisfaction in hotels

Abstract EN

This paper aims to study the relationship between employees' nonverbal commutations and guests’ satisfaction.

Questionnaires were distributed to guests at five- star hotels in Hurgada.

The results showed that nonverbal commutations have significant effect on guest satisfaction especially smiling, eye contract, physical appearance and facial expressions that have the largest effect on satisfaction.

Based on these results, the study suggested some recommendations for hotels in order to pay more attention to nonverbal commutations in general and the previous types in particular