Hospitality and Guest Service Management

Hospitality and Guest
Service Management

Table of Contents
INTRODUCTION...........................................................................................................................3
Guest Services and its components-............................................................................................3
Relating with Hotel Hilton-.........................................................................................................4
Identifying its service provision and quality management-........................................................5
Evaluation how the hotel adopts to changing consumer preference-..........................................6
Outlining how changing customer preference impacts guest service management-..................7
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................9

INTRODUCTION
Hospitality and guest service management play a crucial role for rendering services to
their guest. Every hotel had to maintain the guest service management in hotel so that they can
render high quality services to their guest.
Hilton Hotel and Resorts is the global brand that is full of services which operates its
business under the flagship of American Multinational Hospitality Company Hilton. It was
established by Conrad Hilton. The above report includes guest service and its components and its
application on the Hilton Hotel & Resorts. The report carried forward with identification of its
service provision and quality management. Evaluation of adaption of hotel for changing
consumer preference. Report ends with outlining changing customer preference which affects the
guest service management of the hotel.
Guest Services and its components-
Guest service at the hotel are amenities and services and help that is provided to the guest
by them. The guest service includes free morning juices and newspaper delivery in their rooms.
Providing the local show tickets to guest at guest service desk in lobby area. Guest service
conclude room service, concierge and laundry. Top five components of guest service in hotel are
as follows-
 Overall Consumer experience- Guest have main purpose to contact the consumer
service center for resolving issues which are faced by them. It can be from rooms service
to the other hotel services its very essential for hotel to let their consumer to receive
experience which renders trust and feelings that the hotel really cares about them overall.
 Top-tier Knowledge- When any consumer calls at customer they want to interact with
the person who have full knowledge about the hotel and its services (Ariffin and et.al.,
2018). So further they want that their needs are to be understand by the hotel department
and must be fulfilled by them.
 Friendliness- It is very essential component of guest service. The guest service
department of the hotel must maintain a calm and friendly attitude to their consumer no
matter in what tone consumer is speaking. It can be accomplished by positive language.
The customer service can use some attractive phrases that are “Happy to help” or the
“great to help you”.