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Challenges of Intangibility in Hotel Industry

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Added on  2019-09-30

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This article discusses the challenges of intangibility in the hotel industry and how hotel companies manage the physical environment to influence guest satisfaction. It also explores the importance of physical elements and how franchisors attempt to control them. The article provides a forum for discussion on the involvement of salespeople in the servicing process and the debate on whether to separate sales from service in the hotel industry.

Challenges of Intangibility in Hotel Industry

   Added on 2019-09-30

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Discussions:#1:IntangibilityThis week we learned about the challenges of intangibility and how hotel companies attempt to influence guest expectations and satisfaction by managing the physical environment (Lighting, sound, scent, signage, textures, etc). First, which of these physical elements do you believe is the most important, and why? Post your answer on the forum, and provide a link to the website or cite the source where you found your best information! Second (and include this in the same post - not a separate post) think about how a Franchisor (brand) would attempt to control the item above in ALL of their hotels - recognizing that they manage less than half of them in most cases.# 2:WHO SERVICES?One of the frequently discussed issues in convention management is the extent to which the salesperson should be involved in the servicing process. The structure of the hotel staff is based on how this issue is resolved.Some hotels say that a salesperson is just that, and that he or she shouldn’t become involved in servicing the client. They claim that the service function is a specialty distinct from selling, and that there is a more efficient use of staff and a higher rebooking percentage when salespeople spend 100 percent of their time selling. Howard Feiertag, a veteran hotel salesperson, says: In my opinion, the person who books the business is not the best person to followthrough on the details. Large hotels should pass the booking to a convention services manager. Small hotels should pass the food and beverage details to catering and the rooms details to a room division manager or front office manager. Although salespeople often do notlike to let go of a piece of business, they should turn over the minutiae of the group to the operations staff, remove themselves from the details and use their skills to book more business.Others hold that the convention salesperson should handle the sales and servicing completely.
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