Hospitality and Guest Management

This presentation provides an overview of hospitality and guest management in the tourism industry. It covers topics such as service quality, strategies for appraising guest experiences, and service delivery. The presentation also includes information about Marriott, a leading hospitality organization.

Hospitality and Guest
management

Table of Content
Introduction
The service within the hospitality and tourism industry
Product and service of the organisation
Strategies for appraising guests experience
Service quality
Service delivery by the organisation
Guests service experience
Findings
Conclusion
References

Introduction
Hospitality and guests management can be defined as the management of a
business organisation which is related with providing services of
accommodation and food and beverages for those who are away from their
home. In the hospitality industry various service industries is included such as
accommodation, food and drink, transportation, theme parks, event
management and many others.

The sector within the hospitality and
tourism industry
The hospitality industry within the UK considered as one of the biggest
engine for growth in the economy as because it able to get the attention of
government, customers and employees in the business. The various sectors are
covered under the hospitality industry such as travel and tourism, food and
beverage, lodging, recreation, entertainment, transportation, meeting and
events etc.

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As the chosen organization for this report is Marriott which is operating their
business activities under the hospitality sector. This company is formed by J.
Willard Marriott in 1927 which headquarters is situated in Bethesda,
Maryland and U.S. This firm is listed as the third largest hotel chain in the
world. Marriott has almost 30 brands and 7003 hotels in 131 countries This
business organization is well-known for offering a range of quality services
to its guests as per the latest technologies and current market segments.

Products and services of organisation
Marriott is categorized under the most prestigious and famous brand due to
offering a number of luxurious products and services to its customers. This
hotel is mainly concern for providing higher satisfaction to their guests so
that the higher brand value and recognition can be gained in the limited
period of time. The main products and services of this industry are hotel
groups, resorts, boutique hotels and hospitality management company.

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USP (Unique Selling Point): It can be define as a feature of a product which
makes it different from the other competitors products and services on the
basis of their quality, price and other aspects. The USP of Marriott is global
market leadership in which they give their focus on covering a big market
share by use its dominance in order to compete their competitors in the
marketplace.

Strategies for appraising guests service
experience
In order to sustain the business position for a longer period of time the
manager of Marriott hotel give their major focus on espousing the effective
strategies which enables them to attain the higher customer satisfaction and
retain their interest and attention for a long span of time. For operating all the
functions smoothly they are adopting that marketing strategies which are more
suitable as per the culture and custom of the nation.

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Customization strategy: As in the present world scenario, each and every
person is different due to which the hotel industry have to give their focus
on identifying each guests demand and needs. This strategy has followed in
the Marriott in a well manner as it will enables the manager of Marriott to
ascertain the competitiveness in the marketplace so that they can effectively
operate their activities in order to compete the competitors.

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Pricing strategy: This is the most important factor of a business as it is
related to the price of various products and services of the business
organisation. The pricing strategy of Marriott hotel comprises the strategy
of selling the right product to the right customer at right time so that the
satisfaction of the customers can be raised.

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Distribution strategy: The distribution channels plays a huge role in the
organisation as it open up the revenue resources for the business and paves
ways for attaining higher growth in the marketplace. In order to provide the
higher experience to their customers Marriott is adopting the both direct
and indirect distribution channels. The indirect channels is conducted by
them with the help of third parties, travel agencies and wholesalers which
helps them in providing the services to their customers on time with higher
efficiency.

Service quality
Marriott is listed under one of the most famous brand which provide premier
and luxury facilities to their customers in order to attain the higher
customer satisfaction. For maintaining quality of their services they are
using high innovative techniques in their business operations so that they
will be able to deliver effective services to their customers. The
effectiveness of their services can be seen by their rooms, the cleanliness
of their property, quality of the amenities like food, exercise rooms, gym
facility and pool.

Service delivery by Organisation
Service delivery refers to the act of providing the services by an hospitality
organisation to its customers. It is an important factor in the hospitality
industry so it is essential for the organisation to give their focus on the
effectiveness of service delivery process as it helps firm to meet the
requirement and needs of the customers on time. In Marriott hotel, the
manager give their major focus on maintaining the service delivery. For
this, they have divided it service delivery process into two parts which is
front and back service. The front service include the reception and
restaurant service as these both are visible to the customer.

Guests service experience
Consumers experience is a perception and related feelings caused by the one-off and cumulative
effect of interaction with the supplier of goods and services. In the present case experience of
three consumers who had enjoyed their stay in the Marriott hotel is mentioned. This
experience will be based on the services that are provided by hotel.
Consumer 1:
Basis Rating 1 Rating 2 Rating 3 Rating 4 Rating 5
Hotel staff
service
- - - ✔ -
Cleanliness - - - - ✔
Food - - - ✔ -
Variety of
amenities
- - - - ✔

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Consumer 2:
Basis Rating 1 Rating 2 Rating 3 Rating 4 Rating 5
Hotel staff
service
- - ✔ ✔ -
Cleanliness - - - - ✔
Food - - - ✔ -
Variety of
amenities
- - - ✔ -

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Consumer 3:
Basis Rating 1 Rating 2 Rating 3 Rating 4 Rating 5
Hotel staff
service
- - - - ✔
Cleanliness - - - ✔ -
Food - - - - ✔
Variety of
amenities
- - - - ✔

FINDINGS
According to the above discussion about the Marriott hotel it has found that
they are operating their all operations or functions with great efficiency
and effectively. But in order to getting more recognition and success in the
business the manager must consider some efficacious plans in their
functions as it will enables them to provide higher customer experience
which will open up paths of the success and recondition in the
marketplace.

Conclusion
As per the preceding study, it can be concluded that hospitality industry have
a huge role in growth of the economy. The scope of this industry is very
high as it is diverse in nature as they are not only providing the food and
accommodation facility but they are also rendering the various facilities
like gymnasium, night clubs, internet, conference, sauna, parking and
many others.

References
Candea, M. and Da Col, G., 2012. The return to hospitality. Journal of the
Royal Anthropological Institute. 18. pp.S1-S19.
Chan, E. S. and Hsu, C. H., 2016. Environmental management research in
hospitality. International Journal of Contemporary Hospitality
Management. 28(5). pp.886-923.
Chen, Y. F. and Law, R., 2016. A review of research on electronic word-of-
mouth in hospitality and tourism management. International Journal of
Hospitality & Tourism Administration. 17(4). pp.347-372.

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