Evidence Supporting Case-Study

Added on - 21 Feb 2021

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Table of ContentsINTRODUCTION..........................................................................................................................1STATEMENT OF PROBLEM...................................................................................................1EVIDENCE SUPPORTING CASE-STUDY..............................................................................2OPPOSITE ARGUMENT..........................................................................................................3SOLUTION..................................................................................................................................4ADVANTAGE OF SOLUTION................................................................................................5CONCLUSION...............................................................................................................................6REFERENCES................................................................................................................................7
INTRODUCTIONAs we all know hotel industry is one of the most revenue generated industry. Howeverthe point which we need to focus on is that while deciding for their accommodation customerconsiders the types and quality of service which hotels provide.However it can be seen that thereare various changes occurring in the hospitality industry due to introduction of technology.Technology plays an important role in almost all industries. Now the industry has started to makeuse of technology for running its operations and for enhancing customer experiencewhich is agood initiative.We will going to discuss on theimportance of front desk department in anorganisation. Also role of housekeeping department in enhancing the customer experience.Someevidence has been there which support the view of importance of technology in hotel industry.STATEMENT OF PROBLEMAs we all know thattechnology is changing rapidly thus changing the working process ofalmost all industries. Similarly it has also become important for hotel industry to make changesin its service method accordingly. There are many hotels which has already started to make useof technology within the organisation. For example there are various hotels which make use ofsoftware such as face recognition software, robots, artificial intelligence, big data etc. In order tosurvive in the market it is required by hotel industry to make changes in its accommodationservices also. There are various trends which are pertaining in market which is impact the hotelindustry such as online booking. Also internet and marketing has also impacted the hospitalityindustry. The people who visit the hotels share their experience on various social mediaplatforms including company website which the other people considers while coming to thehotels. Also some hotel operates in a large chain which sometimes become quite difficult forhotel authorities to have a control on their other hotels. Hotels sometimes also feel difficulty inmanaging employees as well as customer when it comes to providing proper accommodation andensuring accurate services which mostly occur due to human error. Many problems is faced bythe hotels while managing accommodation services. Therefore in order to avoid such type oferrors a hotels can make use of technology which will ensure smooth functioning in anorganisation.EVIDENCE SUPPORTING CASE-STUDYAs we know that how important does accommodation services holds to tourist in order toenjoy the locality.However, as we know there are various types of accommodation services such1
as security and maintenance, housekeeping, front office etc.From one of the author view namedKim, Vogt and Knutson, (2015), guest satisfaction is one of the important factor which hotelshould consider. Therefore, house keeping department tries to create a home for guest away fromhome. They ensure that a hotel is clean and try to maintain the quality of rooms and services.Also provide a comfortable and hygienic environment to the guests. As hygiene comes in thefirst place for guest and an unhygienic environment may affect the image of a hotel.Therefore,housekeeping department holdsresponsibility of creating a good image of hotel in front of socialmedia and other review sites. Also 24 hours room readiness is also one of the important activitywhich housekeeping department need to perform. Housekeeping department is one of the mostimportant department in hotel.There are various functionswhich housekeeping departmentperform include ensuring repeat visitors, guest comfort, control pest and they also maintain theclassy interior decoration.It is the duty of the housekeeping department to ensure that the type oftechnology used by the hotel is kept operational.It might include hotel management software,assuring internet, maintaining telephone in guest rooms etc., are some of the services. Whilesecurity and maintenance department tries to prevent any type of damage or risk to peopleworking in hotel by performing regular check ups, proper cleaning of machines, repairs etc(Functions of security and maintenance department,2019). Security and maintenancedepartment perform activities related to security as well as maintenance of essential equipmentwhich is used in the organisation. Inappropriate maintenance of equipment will result indangerous situations and health problems. With the advent of technology security andmaintenance department has also started to make use of security cameras and video analyticswhich now helps the department to ensure providing better security to hotels as well as thepeople working within the organisation. These devices helps security and maintenancedepartment to detect problem earlier it helps department to protect hotel from any type of wronglegal claim related to physical accidents. And help organisation to protect their reputation. As perthe views ofKandampully, Zhang and Bilgihan, (2015), guest satisfaction is the most criticalfactor behind success of the organisation. The success of organisation totally depends upon theinteraction between guest and front office department. SimilarlySayın and Karaman, (2018),holds the view that if front desk staff is cooperative as well as efficient enough then it will leadto customer satisfaction. However it can be seen that, among all the services front desk or officeplays an important role in attracting customer. The reason behind this is that the employees2
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