Hotel Management and Customer Satisfaction

The assignment explores the hotel industry's provision of services such as living facilities, pool availability, food courts, and dining spaces. It highlights the significance of customer satisfaction, influenced by behavioral factors that lead to maximized sales and happy clients. The report also touches on the career opportunities in the hospitality industry, including roles like catering manager and event planner. Additionally, it emphasizes the importance of customer feedback through personal websites and corporate challenges in sustainability.

Hospitality and
Hospitality Industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality organisation can also be termed as the service industry which includes variety
of services that provide satisfactory involvement of customers. This is a broader field which
includes event planning, transportation, hotels, tours and travelling, etc. Hospitality industry is
mainly known for the hotels and restaurants that mainly focuses towards quality based services
to customers for the growth and sustainability of organisation. This study will be based on Aloe
hotel which is situated in Greek part of Cyprus and the hotel managers are expanding their
operations to PaPhos city of Cyprus. This report will help in creating a complete understanding
about the services offered by this hotel.
MAIN BODY
Hospitality and Hospitality Industry
Hospitality is about providing generous reception and entertaining the guests, visitors or
strangers in order to provide hotel services in exchange of money. Those who are welcoming the
people are generally called as hosts while people who are visiting the hotels are called as guests
(Ali, Amin and Cobanoglu, 2016). It is all about entertaining and receiving the guests who are
visiting at other places in order to visit other countries or cities. They may be travelling from
outside countries or people who belong to the same place. But they all aim at taking the services
from hotels. It may be room or food services but all the products in hotel mainly aim at satisfying
the perceptions of customers in order to deliver quality based services to customers. On the other
hand, hospitality industry includes all those organisations which run their business with the main
purpose of providing earning profits and sustaining in the market for longer run by delivering
hotel and food services to customers. This organisation works as hotel clerks who mainly
employs restaurant manager, bar manager, cruise ship representative and dozens of other
positions in the hotel who are responsible for providing quality of services that attracts large
number of customers.
This is all about the hotel which is situated in Paphos city of the Cyprus country. This
hotel names as Aloe is been providing hospitality services to the people around the world. This
organisation provides luxurious room facilities which includes different types of availabilities
such as WIFI, side seeing, comfortable beds and very good interior of the rooms. Other than this,
Aloe hotel also provides very good garden and free pool facilities for their customers (Cook, Hsu
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and Marqua, 2014). This hotel also contains very nice reception area which is surrounded by a
very big hall around it where very clear waiting spaces are allotted. Big couch and sofa facilities
are there in which guests coming from the long travelling distances are allowed to rest or wait till
the rooms allotted. Besides this, Aloe hotel in Paphos also avails very good restaurant facilities
that contains variety of dishes for the hotel customers in order to provide better food space for
the people.
Purpose of hospitality industry
The main purpose of the Hospitality industry is to serve its guests profitably while
delivering a long lasting experience to customers. Hospitality industries comprises of various
sub-organisations which may vary in operations and purpose but the main goal of service
industries is to keep the guests happy by delivering quality based services and at the same time
generating profits in the to ensure the sustainability.
 Aloe Hotel with an in-house restaurant might serves its guest with main purpose to
accommodate customers with variety of services that mainly ensure clean and
comfortable stay (Kandampully, Zhang and Bilgihan, 2015). The hotels also aim at
serving healthy and delicious food. This hospitality organisation also serves people with
extra recreational services like morning yoga facilities, Ayurvedic therapy, DJ party,
Gym, swimming pool and more services which make customers feel interesting and
highly satisfied.
 A cab service provider's purpose might be to offer a comfortable ride which can also be
considered as one of the popular hospitality industry among the world and this helps
making satisfied clients as the service provides picks its guests and drops them safely on
correct time.
 Another hospitality industry that supports quality services which derives satisfaction of
the customers is tour and travelling company which serves the people with best touring
packages that allows people to visit different places at a reasonable and specific prices
travelling and tour companies offers various services to the loyal customers that ensures
the travelling, visiting and also staying facilities in the same package.
Four segments of hospitality industry
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Hospitality industry serves people with a wide variety of services and such services are
offered to them with the main purpose of generating more profitability. Various departments are
involved in this industry and following are the four segments involved in Aloe hotel of Cyprus
such as:
 Food and beverages: This sector is known by its initials which can be determined as the
largest segment of the hospitality industry. This industry is estimated to provide 50 % of
all the meals eaten in the world. It comprised of all those ingredients which are primarily
engaged in preparation of meals, snacks and beverages which are meant for the
immediate consumption. These services can be enhanced by providing the best customer
services and enhancing the quality of food rendered.
 Lodging: This can be referred as accommodating customers in order to provide place for
the people to stay for a specific period of time (Cook, Hsu and Marqua, 2014). It may be
paying guest room availability or hotel room which accommodate people to sleep for a
night.
 Travel and tourism: This industry deals with services related to moving people such as
cab, buses, planes, ships, etc. Leisure travel is when a person spends money on lodging
while taking a vacation trip. One of the major purposes of this hospitality industry is to
encourage people to travel more.
 Recreation: This can be considered as the activity which generally people do for rest,
relaxation and enjoyment for refreshment of the mind, etc. These services are provided to
satisfy and relax people's body such as movie or theatre, places of special interests, sports
museums, etc.
Skills required to sustain in the hospitality industry
This industry is dependent on the availability of leisure time and disposable income that
provisions wide range of career options such cooking, waiting, hosting and running a restaurant.
In order to achieve sustainable and developed business, one need to possess various qualities and
skills in order to serve the people well (Jones, Hillier and Comfort, 2016). Workforce of Aloe
hotel need to build various skulls and understanding in order to satisfy the expectations of the
customers.
Commitment
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In hospitality industry, one of the very important task is commitment of ensuring the
quality based services which leads to satisfied customer. Staff members need to provide extra
services and all those activities which keeps them happy and satisfied. This will help in creating
repeat business.
Interpersonal skills
Building interpersonal skills and communicative skills will allows to effectively interact
with people. Staff manager of Aloe hotel mainly concentrates towards the effective
communication of the employees with customers that establishes the positive connection of the
workforce with different customers such as Clients, vendors, guests and even other employees
will be influenced by the behaviour.
Problem solving
This is one of the special quality which need to be assessed by the team leader of Aloe
hotel (Kandampully, Zhang and Bilgihan, 2015). As the hospitality sector consists of various
departments within one unit so this involve various employees, this might involve a problems.
This issue may be technical, innovative, practical or operational activities. Managers and team
leaders will resolve the issue by keen observation and problem solving skills which help in
delivering effective solutions to the staff members.
Team work
Successful members of the Aloe Hotel work well to get the productive output of the task.
As team is the collection of the individuals so they individually makes the contribution for the
overall success of organisation. Effective team work will help in delivering the effective team
performance which result in effective performance thus it delivers quality based work which will
help in establishing a strong relationship with customers.
Organised
In order to deliver efficient and quality based services simultaneously, employees of Aloe
hotel have to organise all the duties and assignments of the employees. As hospitality industry
have to directly deal with customers so they have to be well organised and sorted in order to
deliver efficient and effective services to people (Kim, Vogt and Knutson, 2015). This leads to
customer satisfaction which is one of the important factor in a hospitality business.
Flexibility
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Employees often spends more working hours in hotel then any usual jobs so they need to
be ready to perform all the activities related to the hotel management. In case any unexpected
situation arises then, employees need to be flexible and adoptable at work place. Being adoptable
and versatile at workplace will make an employee valuable and can be treated as a resourceful
person who allows to handle situation more effectively than others (Hospitality industry, 2018).
Customer care services in Aloe Hotel
Gone are the days when customers were happy just by the good greeting of the
employees but nowadays, 'Please' and 'Thank you' are not enough to satisfy the customers
completely. People are looking for more memorable experiences and dynamic services with
expectations of the kind services from the customer care employees either before or after
purchasing a product. The customers can be determined as life blood of any business which
contributes major part towards profitability of the company which results in maximised economy
of Cyprus (Wang, Tsai and Tsai, 2014). So, customer service employees are those people which
directly interact with the customers and provide information about available services of Aloe
Hotel. Customer care people may be responsible for convincing or negative influence of the
customers. Therefore, maintaining a healthy relationship with consumers will lead to the creation
of loyal customers for company that will result in maximised profitability of hospitality
organisation. Basically, success of such intersections will be dependent on the attitude of
employees who have to adjust themselves according to the personality of guests.
Ways to improve the services of hospitality industry
Hotel companies are those which are generating more output and profits then other
industries as now a days, people take more interest in spending time in restaurants in order to
taste variety of innovative dishes. People are also more attracted towards glamour and luxuries.
So, hospitality industry gets more opportunities in the field of entertaining large number of
customers which ends up with providing large career opportunities and certifications to people. It
is very essential for the employees of Aloe hotel to have required skills and qualifications that
are needed to run hotel business. So, acquiring proper skills for providing hospitality services
helps Aloe hotel in generating more profitability and it also supports in its future growth and
sustainability. So, improved services of hospitality industry are as follows:
 Encouraging the feedback policy in hotel which helps in analysing its lacking areas.
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 Treating every guest as a VIP that helps in creating a positive impression in the minds of
customers. They get memorable and positive experiences and ultimately they will be
again interested in visiting the same place.
 Make trainings as an everyday priority that helps in increasing the skills and knowledge
of employees in providing the best quality of services to people.
For example: Any person who is seeking to work in a venue that serves alcohol. They
need to hold a complete certification in order to work in these types of hotels. This comes under
the legal certified requirement such as RSA (Responsible service of Alcohol).
Another example includes, Aloe hotel need to establish an updated technological tool in
order to improve the efficiency of the hotel. As this hotel is lacking in technology, managers are
also not able to meet desired level of performance in the hotel. In order to support customer
satisfaction, company needs to establish a personal website of company which helps in getting
proper feedback of consumers regarding the services that this industry provides. This web site
will help company in creating a healthy relationship with customers and supports in identifying
customer care services of hotel accordingly.
A career in hospitality industry is rewarding which provides lots of future opportunities
to those who peruse hotel management as a career. The career in hospitality industry includes
various jobs such as catering manager, housing and food service manager, event planner,
executive house keeper, food and beverages manager, menu planner, restaurant manager, public
relations (hospitality), etc.
CONCLUSION
From the above study, it has been concluded that hotel industry serves a variety of
services to their customers such as living facilities, pool availability, food court, dinning space,
etc. It has also been concluded that hospitality is a practice which helps in serving the society
with quality based services in order to satisfy customers. It has been also been found from the
above report that hospitality organisations perform the hospitality services or operations in order
to sustain the business for longer duration in the market by generating more profitability. This
study has proved that customer satisfaction is everything as influencing the behaviour of
consumer results in maximised sales which leads towards happy and satisfied clients.
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REFERENCES
Books and Journals
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese
hospitality industry. Journal of Hospitality Marketing & Management. 25(4). pp.449-475.
Cook, R.A., Hsu, C.H. and Marqua, J.J., 2014. Tourism: the business of hospitality and travel.
Boston, MA: Pearson.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal
of Contemporary Hospitality Management. 28(1). pp.36-67.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research. 39(2). pp.170-197.
Wang, C.J., Tsai, H.T. and Tsai, M.T., 2014. Linking transformational leadership and employee
creativity in the hospitality industry: The influences of creative role identity, creative
self-efficacy, and job complexity. Tourism Management. 40. pp.79-89.
Online
Hospitality industry. 2018. [Online]. Available
through:<https://www.newtimes.co.rw/section/read/183956>
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