Services and Quality Management in Corinthia London Hotel

This essay discusses the services provided by Corinthia London hotel, quality management strategies like Kaizen and TQM, and how the hotel adapts to changing consumer preferences. It also explores the impact of these adaptations on guest service management.

Evaluative report

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Services provided in the hotel......................................................................................................1
Quality management....................................................................................................................2
The way in which hotel adapts to changing consumer preferences and impacts upon guest
service management.....................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality industry is concerned with delivery of different types of facilities to the
customers. Some of them are food, travel, tourism etc. It is very important for all the
organisations which are delivering these services to the customers are required to make sure that
they provide high level of satisfaction to them (Yu, G.J and et. al., 2020). It will be beneficial to
enhance revenues and profitability. This essay is based upon Corinthia London which is one of
the famous Five Star Hotels of United Kingdom. The topics which are covered in this essay are
services that are provided by the organisation, quality management etc. Apart from this, the way
in which hotel adapts to changing consumer preferences and impacts upon guest service
management are also discussed.
MAIN BODY
Services provided in the hotel
All the hospitality sector organisations provide different types of services to the
customers so that their satisfaction level could be enhanced they could be retained by the entity
for long period in future. Corinthia London also provide different types of facilities to all its
customers so that they can relax within the hotel. All of them are described below:
Most of the travellers want to relax in the hotel if they are travelling for a long period.
For this purpose, Corinthia London is providing spa facilities to all the visitors where they can go
and relax. It helps the hotel to satisfy all the clients with the help of its great customer services.
This service is provided by a small number of hospitality enterprises because of the area which is
covered by a spa.
Corinthia London provides free breakfast to the customers so that they can have a great
morning and day ahead. There are different types of options available in the menu which are
revised on weekly basis. It helps the hotel to build brand loyal clients which is beneficial for it to
strengthen the customer base (Gunasekaran and et. al., 2019).
It is very important for the hotels to provide great rooms to the customers so that they can
spend their time there properly. Corinthia London is a five star hotel of United Kingdom and in
order to meet all the expectations of its visitors it provides luxurious rooms to them. It is one of
the main facility which is provided by the entity to the customers.
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Corinthia London also provides facility of swimming pool to visitors of it so that they can
enjoy in the hotel. If someone is visiting the city for travelling purpose then it will be the best
way to relax in the morning. Some of the individuals who are staying in the hotel may require a
swimming pool then in this situation the entity provide them best facilities which are required by
them.
The dining arrangements which are made by Corinthia London are very attractive and it
also provides a great restaurant to the visitors for having their lunch and dinner. Here, individuals
can sit together with their family and friends and enjoy their meal. In order to retain all the
customers it is very important for all the hotels to make sure that they provide best place to the
clients where they can eat (Baldwin, 2019).
Currently the number of individuals who are highly focused with their fitness is
increasing which is being analysed by Corinthia London. In order to fulfil this requirement of
visitors the hotel is providing them indoor gym facility. If it is required by a customer and the
organisation is not able to provide it to them then it may result in unsatisfied client.
Most of the individuals who are very much attached to their pets travel with them. Such
clients look for such hotels which are pet friendly. Corinthia London is one of the hotels which
are allowing the customers to keep their pets with them. This service of the organisation is
beneficial for it to strengthen the market image and increase the number of loyal visitors (Head
and et. al.., 2019).
All the above described services are provided by Corinthia London to the visitors of it for
the purpose of enhancing their satisfaction level. With the help of it, entity establishes a positive
market image because all the clients provide positive feedback on the services of it.
Quality management
Quality management can be defined as the process of analysing all the tasks and activities
which are performed by an organisation for the purpose of delivering best quality services to the
customers. Corinthia London is one of the large and famous hotels of United Kingdom and it is
essential for it to make sure that continuous improvement in its facilities is made. With the help
of it, changing requirements of clients could be met and their satisfaction level could be
enhanced. By paying attention towards it hotel will be able to improve its performance.
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Quality control and guest satisfaction are linked with each other therefore it is required to
be taken in to consideration which formulating of strategies. Some of the policies which are
focused by Corinthia London to improve its performance are as follows:
Kaizen (Continuous Improvement) – This approach of continuous improvement is based
on the idea that small positive change ultimately facilitates the major reap in improvements. The
main of Kaizen approach is to lower the defects, eliminate the waste and reduce the chances of
errir, thus adoption of this approach by Corinthia London facilitates better productivity and
encouragement in employees that promote innovation and betterment in quality. Kaizen
(Continuous Improvement) is basically a strategy that facilitates improvement in employees at all
levels of an organisation to work more proactively and regularly to have incremental
improvements in function and business process and operation of an organisation (Lagrosen,
2019). Thus, this approach is suitable for Corinthia London hotel as it combines the collective
talents of this organisation in order to create a powerful engine and system for improvement.
Thus, Kaizen approach is helpful for Corinthia London for building a culture of continuous
improvement through actively engaging all the employees and facilitates standardized work to
achieve set goals in more effective manner.
Total quality management- The most suitable strategy and tool to ensure continuous
improvement in the quality and performance is TQM. It is basically a customer oriented
approach that includes a continuous process of identifying, detecting and eliminating defects and
errors in manufacturing and services offered by an organisation (WHAT IS TOTAL QUALITY
MANAGEMENT (TQM)?, 2020). The main focus and emphasis of TQM is on customer who are
the ultimate target of organisation thus, provides a better opportunity Corinthia London to design
and provide such services and facilities to customers that are actually desired and needed by
them. Beside this TQM also facilitates total employees engagement and integrated system with
in the organisation thus, ensures proper coordination and balance aiming various departments
and functions of Corinthia London to achieve the target of better quality management (Yu, G.J
and et. al., 2020). Beside this, the other advantages lead by total quality management is that it
lead to continuous improvement through ensuring better communication and fact based decision
making in the organisation that facilitates better planning and strategy formulation in Corinthia
London to achieve the goal of quality management. Thus, it can be evaluated that adoption of
TQM policy ensure better continuous improvement in quality through focusing on needs of
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stompers and also ensure better coordination in business activities through effective
communication and integrated system to achieve the goal better quality management.
Thus, on the basis of above discussion it can be evaluated that adoption of Kaizen
approach and Total quality management ensures better quality management in Corinthia London
through timely detecting and identifying errors and defects in services and operations. Further,
customer focused approach and integrated system lead by TQM also facilitates improvement in
quality through meeting the expectation and desires of customers.
The way in which hotel adapts to changing consumer preferences and impacts upon guest service
management
Corinthia London is operating in a hospitality sector that is most dynamic and
continuously changing thus make it necessary for Corinthia London to develop and evaluate
various ways that feasibilities easily adaption of changing consumer preferences. The various
ways that offer adequate level of adaptability and flexibility to Corinthia London to meet
changing consumer preferences are as follows:
Timely market analysis- The way that can be adopted by Corinthia London to meet
changing customers preferences as it facilitates better information about current trends of market.
It is an effective way for Corinthia London to evaluate various changes that are going in
demands and preferences of customers together with better evaluation of current opportunity and
threats thus, facilitates a better way to adapt and encounter customers change on time (Zulfa,
2019). Conduction of timely market research offer adequate amount of flexibility and
adaptability in business strategies and policies of Corinthia London to ensure meeting of
customers preferences and demands in a better way.
Adoption of Better Technology- The way through which hotel adapts changing consumer
preferences includes more effective use of communication technology that facilitates better
interaction and bonding with customers. Thus, making use of online and other digital modes of
communication is an effective way that facilitates better adaptability to changing customers
needs through timely providing information about current needs and desires of customers.
Further, in today's modern world it become crucial for hotels like Corinthia London to make use
of better technology and advancement to provide better facility and services (Tsougkou, 2019).
For instance, online booking facility should be provided by Corinthia London to ensure better
adoption to customer preference through facilitating better convince and experience to
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customers. Mobile check - In is also a suitable facility and technology improvement that can be
adopted by Corinthia London to meet changing customer preference.
Taking feedback- In order to analyse errors in the quality management and to get better
information about customer preference and need taking regular feed from customer is also an
effective way. It is very important for the hotels to take regular feedbacks from customers in
order to have more adaptive and flexible strategy for the purpose of continuous improvement on
the basis of current customer needs (Lee, and Griffith, 2019). With the help of it, the organisation
tries to enhance its performance and meet the objectives such as highly satisfied visitors through
fulfilling the demands and needs of customer therefore, ensures better adaption of cytometer
preference by Corinthia London on the basis of their feedback.
Impacts upon guest service management
The impact lead by adoption of better technology, regular market analysis and timely
feedback is positive as it ensure better guest service management. Timely market analysis
facilitates better evaluation about latest trends and current preferences of customers thus, ensures
delivery of better services for customers and guest that facilitated better management. Further
use of innovative technology like online booking and Mobile check-In system that can be
adopted by Corinthia London ensure more convenience and less time consuming process and
systems to effectively manage and organise customer thus, provide better support to guest
service management in Corinthia London (Sternad and et. al., 2019). Apart from this, the way of
taking regular feedback from customers also ensures better fulfilment of consumer desires and
also provide information about need of new facilities and services desired by customers thus,
ensures better guest management and customer satisfaction in Corinthia London.
CONCLUSION
From the above discussion it has been concluded that there are various types of services
that are offered by hotel to the visitors. These are spa, free break fast, luxurious rooms, pool,
great restaurant, indoor gym and pet friendly. For all the hotels it is very important to maintain
quality of all the services that are provided by them. For the purpose, concept of continuous
improvement use of TQM and Kaizen approach is suitable as it ensure customer focus approach
and timely detection and correction of errors and flows. Further, it can be summarised that
regular market analysis, better technology and timely feedback are effective ways to adapt
changing customer preferences and meet their expectation.
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REFERENCES
Books and Journals:
Yu, G.J and et. al., 2020. A strategy perspective on total quality management. Total Quality
Management & Business Excellence. 31(1-2). pp.68-81.
Gunasekaran and et. al., 2019. Quality management in the 21st century enterprises: Research
pathway towards Industry 4.0.
Baldwin, J.H., 2019. Environmental planning and management. Routledge.
Head, M and et. al.., 2019. Assuring quality in health promotion: how to develop standards of
good practice.
Lagrosen, Y., 2019. The Quality Café: developing the World Café method for organisational
learning by including quality management tools. Total Quality Management & Business
Excellence. 30(13-14). pp.1515-1527.
Yu, G.J and et. al., 2020. A strategy perspective on total quality management. Total Quality
Management & Business Excellence. 31(1-2). pp.68-81.
Zulfa, M., 2019. The Development Model of Marketing Adaptation Strategy based on
Entrepreneurial Capacity towards Export Performance. Calitatea. 20(171). pp.104-108.
Tsougkou, L., 2019. A multi-faceted approach to the effect of export product adaptation on
customer value creation (Doctoral dissertation, Loughborough University).
Lee, H.S. and Griffith, D.A., 2019. The balancing of country-based interaction orientation and
marketing strategy implementation adaptation/standardization for profit growth in
multinational corporations. Journal of International Marketing. 27(2). pp.22-37.
Sternad and et. al., 2019. Business excellence for SMEs: motives, obstacles, and size-related
adaptations. Total Quality Management & Business Excellence. 30(1-2). pp.151-168.
Online:
WHAT IS TOTAL QUALITY MANAGEMENT (TQM)?. 2020. [Online]. AvailableThrough:<
https://asq.org/quality-resources/total-quality-management>
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