(PDF) Issues and challenges in hospitality industry

Added on - Feb 2021

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Research Project
Table of ContentsINTRODUCTION..........................................................................................................................11.1 Formulate and record possible research project outline specifications.................................1Research Aim..............................................................................................................................2Research Questions.....................................................................................................................21.2 The potential factors that contribute to the process of research project selection.................21.3 A critical review of key references.......................................................................................3Concept of Mobile Technology..................................................................................................3Importance of mobile technology in influencing customer experience within Marriott hotel....3Challenges faced by Marriott hotel in implementation of mobile technology............................4Recommend different ways through which Marriott hotel can easily enhance customerexperience...................................................................................................................................41.4 A research project specification............................................................................................51.5 An appropriate plan and procedures for the agreed research specification..........................6TASK 2............................................................................................................................................62.1 Match resources efficiently to the research question or hypothesis......................................62.2 undertake the proposed research investigation in accordance with the agreed specificationand procedures............................................................................................................................72.3 Record and collate relevant data where appropriate.............................................................9TASK 3.........................................................................................................................................113.1 Use of appropriate research evaluation technique for study...............................................113.2 Analysis and interpret results for determining original specifications...............................113.3 Make recommendation and further area for consideration.................................................20TAKS 4.........................................................................................................................................21CONCLUSION.............................................................................................................................21REFERENCES..............................................................................................................................22
INTRODUCTIONMobile technology is now become a most crucial part of day to day activities performedby an individual. This also supported businesses in improving their practices by getting aplatform where direct relation can be maintain with customers for a long run by providing themmore customised services(Neuhofer, Buhalis and Ladkin, 2015). Marriott International is anAmerican multinational chain of hotels which provide accommodation and leisure relatedservices within several different countries. This report contain a study over role that mobiletechnology plays within the growth and success of hospitality industry by enhancing thecustomer satisfaction. By conducting investigation over this topic refresher would be able todetermine the manner in which mobile technology can be used by hotels to improve the customerexperience.1.1 Formulate and record possible research project outline specifications.An investigation is totally depend over specific issue for identification of whichinvestigation is performed. The activities performed within the investigation totally depend overthe aims and objectives which are deigned by the researcher at beginning of project which helpinvestigation by guiding them in right direction toward the accomplishment of objectives.Current investigation is based on “To identify the role of mobile technology in influencingcustomer experience within hospitality industry”. The current report is based on Marriott hotelwhich is an American international diversified hospitality company which operates a portfolio ofseveral hotels as well as lodging facilities(Kandampully, Zhang and Bilgihan, 2015). Marriotthotel is registered under top hotels of world and top maintain its position it continuously workover improving its services either by providing more service options or simplifying the processfollowed by customers to access services. This investigation support in determining the changesthat mobile technology brings within the manner in which customers are being served byMarriott hotel. This is because now a days people prefer more to use their smartphone in order toavail services and making decision regarding the company to be selected for purchasing aparticular product or services. This the greatest advantage for several businesses as mobiletechnology provide them a medium to maintain a direct interaction with its customers and knowtheir views so that proper rectification can be made to improve their service experience.Investigation over this topic is based on some aims and objectives which are mentioned below:1
Research AimTo identify the role of mobile technology in influencing customer experience withinhospitality industry. A study on Marriott hotelResearch ObjectiveTo develop basic understanding about the concept of mobile technologyTo identify the importance of mobile technology in influencing customer experiencewithin Marriott hotelTo determine challenges faced by Marriott hotel in implementation of mobile technologyRecommend different ways through which Marriott hotel can easily enhance customerexperience.Research QuestionsExplain about the concept of mobile technology?What is the importance of mobile technology in influencing customer experience withinMarriott hotel?Describe about the challenges that are faced by Marriott hotel during implementation ofmobile technology?What are the way that Marriott hotel must adopt for enhancing customer experience?1.2 The potential factors that contribute to the process of research project selectionA research can be defined as systematic exploration of a particular study as well assources in order to implement several facts with an aim to reach over final outcome(Bowie andet. al., 2016). An investigation is based on some factors that support in selection of particularresearch project. These are mentioned below:Research scope:-The scope of this investigation is very wide as this report is based onrole of mobile technology in improving the business operations. With this investigation Marriotthotel will be able to determine the number of ways that it must adopt in order to improve thequality of services with the help of mobile technology that help in reducing cost and maximizingcustomer satisfaction.Research limitations:-The main limitation of this report is that time and cost providedfor investigation was very limited as a result of which researcher has prepared questionnaire forgathering information(Benckendorff, Xiang and Sheldon, 2019). Another limitation is thatquestionnaire include only closed ended questions which restrict the responses of participants, if2
open ended questions asked to the respondents then researcher would be able to gather moreinformation.1.3 A critical review of key references.Concept of Mobile TechnologyAccording to Varsha Kumari, (2018), Mobile Technology has played a crucial roles inthe development of not only the Hotels ad Resorts but also on the complete Hospitality Industry.It enables the customers of the this industries to have a variety of service to make use of sitting attheir homes or at any other place. The fastest developing industry in the world is hospitalityindustry which has increased the customer experiences as the mobile apps of hotels are launchedby them which provides the customers with a number of services such as the solution to theirquestions and queries, information about the hotel, nearby places, services of the hotel, designand interior of the Hotel(Bouck, Satsangi and Flanagan, 2016). The information about theseservices are provided by the organisations on their mobile apps in order to provide assistance totheir customers. In addition to this, mobile technology removes the distance problem for thecustomers as the information which they need to go and collect is now easily available at theplace where they want to have. With the help of this technology, it has also become a reason ofincrease in the competition for the companies as not all the companies were providing thisservice to their customers. In addition to this, it also provides the company with betterpredications about the consumer behaviour on the very basis, the organisation could makechanges in the services they are providing. This will help the company in making long term goodrelationship with the customers as with the help of providing the customer with new andinnovated services of the company.Importance of mobile technology in influencing customer experience within Marriott hotelAccording to Andre Smith, (2017), the customers experiences are greatly influenced bythe mobile technology used by the companies in their operations. The impact has increased in thereach of customers to the services of the company. In addition to this, in today's world, themobile technology in hotels such as Marriott Hotel has become very important as all thebookings and queries of the customers are solved online website of the organisation. This hassimplified the way of working of the companies as the decision about availing or not the servicesof an organisation is taken while sitting at their homes or any other place by the customers.3
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