Hospitality and Guest Services

Hospitality and Guest
Services

ContentsMAINODY......................................................................................................................................1
Discuss the impact on guest service management in 21st century..........................................1
2.Discuss about the requirement of hospitality skills, operational issues and System provision
of guest service.......................................................................................................................2
3. Discuss about quality management system employed establishment on guest service
management............................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Hospitality services is the relationship between guest and host to greet them through
service which makes better goodwill and includes reception and entertainment of guests, visitors
and strangers people (Ariffin and et. al., 2018). In hospitality there are many services counted
such as Hotel, Restaurant, and tourism industry. Guest Service is part of hospitality business in
which duties that particular staff are entitled to deliver for greeting guests who usually visit in
hospitality property.
In this report, the organisation is consider Bourne Leisure Holdings Limited is the British
Private company which owns a number of company as private that comes in hotel and resorts in
United Kingdom (Buhalis and et. al., 2019). It involves Heaven Holidays and Warner Leisure
Hotel. The topic for this report is consider about to guest services comes under Market trends,
Hospitality skills and better advance sustainability practises, together with knowledge changing
customer preferences. Quality management employed within establishment through PMS for
guest service experience.
MAINODY
Discuss the impact on guest service management in 21st century.
Guest Service management is involve practices of greeting to customer by team of
hospitality, in another term of business it effectively informing about to mange better hotel
facilities advanced level of service. In today’s 21st century guest service management is
having different way of impact in guest service management are:
 Reputation damage: As per bad customer service of damage service can cause high
damage to service (Stifanich and Šimunić,., 2019). An pissed off customer they share
their review as in negative manner online platform or social media such as twitter,
Facebook etc.
 Lack of potential of employees: There is situation arise at the time of employee
contribute their efforts but they could not lifted weight, other employees are forced to
left from the job.
 Loss of business: This is record that 70 per cent of business fall down because of poor
customer service appears and having lack of human relation and or interaction. Many
big companies like multinationals they do concerened their customer and fulfil their
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