Quality Management and Service Provision in Hilton Hotel

This study analyzes the quality management and service provision in Hilton Hotel, focusing on its adherence to ISO standards and its efforts to meet customer requirements. It also evaluates how the hotel adapts to changing consumer preferences and how these preferences influence guest service management.

Hospitality & Guest Services

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Critical analysis and evaluation ......................................................................................................1
Determining quality management and service provision of the hotel ........................................1
Evaluating how hotel tends to adapt to changing consumer preference.....................................3
Evaluating how changing preference of consumers in tend to influence guest service
management................................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Guest service refers to the work in hotels, other locations and spas that helps the guest in
getting the information about the services that they require to make for enjoying their stay.
Representatives of the guest service listens to the guest and helps in accommodating their
requests in relation to dinner, toothpaste and extra towels recommendations. Mainly there are 3
main components of providing effective guest experience that includes communication,
convenience and choice. The present study is based on Hilton Hotel, a global hospitality
enterprise that provides for a full service resorts and hotels facility. It is having a flagship brand
of an American multinational firm.
Critical analysis and evaluation
Determining quality management and service provision of the hotel
In the modern era, business organization emphasize on the issues in relation managing
quality (Kaura, Durga Prasad and Sharma, 2015). This requirement is highly recognized as the
behaviour of consumers reflects more focus on service and the product quality instead of the
price. In today's world, both domestic and the multinational firms follows the standards that has
been provisioned by respective authority that is ISO.
At the Hilton hotel, service quality is been analysed in respect of the user based and the
value based in the overall hotel industry where objective regarding satisfaction of customer is
given as foremost priority. This hotel viewed as the best provider of best services in the market
of hotel sector as it had availing the services for many years. A business enterprise had earned
for various appreciation and the awards regarding its environmental engagement and quality.
During 2011, an entity received a certification of the ISO 9001 which is only been awarded to
such organization that established appropriately around world and are following a valuable
quality management system within an enterprise (Tseng, 2016). Hilton received this award as it
had implemented systems relating quality management services in each and every areas that
involves people, services, facilities, training and the equipment. Hilton is effectively facilitating
services to consumers and the guests by laying down the basis of the quality standards in context
of meeting customer requirements.
The company provides effective services to its customers which helps in meeting the
market demand and in developing effective influence on customer satisfaction level that made
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an organisation, an effective standard for the revisitors. The origination results in developing
high level of reputation within the market which in turn assist in attracting every kinds of a
consumer range. The services and products that are delivered by the this hotel are counted as
quality maintained and also effective in meeting demands and the needs of each guest. The
segment, tradition, diversification and size has made Hilton dominant within the market (Pereira-
Moliner and et.al., 2016). food and service quality has been complied to each requirement of a
sector. This company adopted high services that are stated as best quality and in turn makes the
firm more and more competitive.
Hilton undertakes continuous assessment and an inspection of its entire operations by
adapting required techniques and the tools of management. This enabled Hilton in gaining
consistent improvement within its business operations. Hotel appointed an external auditors for
an inspection and in preparing of quality manual and the processes. Furthermore, after the
inspection, an enterprise again made an assurance & inspection by calling for an ISO 9001
auditors who contains UKAS accreditation. This overall process assist the company in
recognising itself as the ISO 9001 that is certified by the hospitality firm.
Hilton seeks for observing a customer expectation and acts in an effective manner for
achieving the desire of their customers. For instance- guest need are analysed and focused on in
providing them with the leisure experience for the visit. Treatment of the hospitality and the
guest are been kept to market for minimizing risk relating to complaints. Staff of Hilton hotel
are well trained in terms of meeting with the requirements and the needs of each and every guest
in hotel (Molina-Azorín and et.al., 2015). Moreover, brand reputation of an enterprise also
delivering a high value needs to customers.
The main factors that contributes Hilton in facilitating services that are standardize to its
various patrons are as follows-
An organization laid several set of the standards which abide an overall organization in
achievement of the common objective regarding customer satisfaction. Therefore, each guest
within an enterprise is been treated in a better way at the time of delivering high level of
standards of organization. Such rules of an entity are been framed for delivering higher value to
the visitors and delivering adequate level of brand loyalty (Tseng, 2016). Hilton hotel had
managed its activities by maintaining staff with well trained group of the employees who helps
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an entity in offering high working standards and in attaining organizational goals efficiently. The
culture of Hilton had been developed in such a way that enables in measuring a code of ethics
for each staff member and thus providing high value to their guests. The culture of an
organization shapes a behaviour of an employee and policies for an employees who are
considered as main source in meeting requirements of an employee.
There are several tools that has been adopted by Hilton group for the managing a quality
are as follows-
TQM- It is the tool that is been adopted by an enterprise for establishing competitive
edge within the sector by making constant improvement in quality of products, people,
processes, services and an environment (Pereira-Moliner and et.al., 2016). As Hilton received an
ISO 9001 accreditation, this means that it had achieved total quality management which in turn
helps in complying with the issues in relation to food, hygiene, security, crisis management,
safety and accessibility.
Quality control- This is an other effective technique that enables company in determining
gap between the set strategies and an actual performance of the firm. Hilton focuses on ensuring
zero level of gap between set strategies and achievement of goals so that it could attain growing
success in the overall industry.
Evaluating how hotel tends to adapt to changing consumer preference.
Consumer preference is referred to as the subjective choice, preference and taste of the
individual consumers. This is measured by the satisfaction level of the consumer on the
experience of particular products and services. In order to adapt to the changing consumer
preference Hilton hotel focuses on identifying the needs of the customers which is useful in
mitigating the needs and expectations of the customers (Denizci Guillet and Kucukusta, 2016).
Integration of new and advanced technology helps in improving effective customer services
which leads to high performance and skilfulness. Cloud based service, automated technology etc.
helps hospitality industry in providing customized services to customers by effective taking into
consideration their needs and wants (Radojevic, Stanisic and Stanic, 2015). Mobile devices is
considered to be one of the touchpoints which is very useful in engagement and in turn is very
useful in personalizing the experience of the customers. Hilton hotel tends to focus on
generational divide because older generations have different preference as compared to the
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young generation (Hwang and Mattila, 2018). This is very useful in providing effective services
to all guest demographics. Understanding that young generation mainly focuses on adventures
and sporty packages (What Exactly is Changing in The Hotel Industry?, 2017). On the other
hand, older o adult generation tends to focus on luxury packages where they can relax and spend
some quality time. In order to adapt to consumer preference, the Hilton hotel must focus on
expanding the distribution network where it aids in gaining attention of consumers from
worldwide. Providing customers with more affordable options helps in gaining attention of
consumers which results in higher profitability and customer base for the hospitality industry
(Lu. and Kandampully, 2016). Social media is considered to be an effective tool which is useful
in attracting people from large number of population. This in turn helps in in fluxing the various
international visitors which in turn is crucial for long-term development and productivity of the
business. Providing customers with additional hospitality services helps in mitigating the needs
and requirements of the subject matter. Looking for the future needs of the customers helps in
effectively identifying the need of the customers which in turn leads to long term sustainable
growth of the company. Providing effective packages to the customers at a very competitive
price helps in gaining attention of consumers from worldwide. Digitalizing the guest experience
helps Hilton hotel to effectively adapt to the changing consumer preference (What Exactly is
Changing in The Hotel Industry?, 2017).
Evaluating how changing preference of consumers in tend to influence guest service
management.
Guest service management is mainly associated with the engagement of professional handling of
various hotel operations and services which helps in reaching customer satisfaction with high
degree of efficiency (Kim, Vogt and Knutson, 2015). Consumer preference is changing
continuously which in turn largely influence the guest service management. Hilton hotel tends to
focus on providing various customized and personalized services to the customers which helps in
mitigating their needs and expectations which leads to better staying experience at the hotel.
Providing them with effective offers than the competitors is useful in gaining attention of
consumers from worldwide. Customers needs more personalized and convenient way of booking
where they can look out their room, charge and the services available with them. This in turn
largely influences the guest service management (Radojevic, Stanisic and Stanic, 2015).
Management of the Hilton hotel tends to focus on post booking communication which in turn
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helps in maintaining better relationship with the customers and it is also very useful in gather
various valuable information regarding the needs, interest and requirement of the guest.
Implementation of in room technology like smart room keys helps guest of the Hilton hotel to
open their room with just simple swipe of the smartphones. Integrating with advanced
technology is considered to be the most effective measure which is very useful in providing
better guest services to the customers (Denizci Guillet and Kucukusta, 2016). Hilton hotel also
focuses on building customer loyalty by effectively rewarding them with the free drinks,
complimentary valet, late check out, automatic room upgrade. This in turn helps in providing
better guest service management which in turn is useful in retaining the current customers and
also attracting new customers. Hilton hotel tends to focus on providing accessible and inclusive
customer experience due to changing customer preference continuously. They tend to focus on
providing effective professional staff services, personalized offers, responsive services which
helps improving the guest service management in the hospitality industry (What Exactly is
Changing in The Hotel Industry?, 2017). Customers are becoming more environmental friendly
and they tend to get attracted towards the company who tends to provide sustainable services
which leads to attainment of higher goals and objectives of the hospitality industry by effectively
providing them with exceptionally good guest services. In room technology, online services and
mobile check ins helps in providing best services to the customers.
CONCLUSION
This study concludes that, Quality control is considered to as an efficacious measure that
enables organization in determining gap between standards and actual execution of the firm.
TQM is a method that is useful for establishing competitive advantage within the industry by
making continuous advancement in quality of products, people, processes, services and an
environment. Furthermore, this study summarizes that, consumer preference is referred to as the
subjective choice, preference and taste of the individual consumers. This study states that,
integration of new and advanced technology, cloud based service, mobile application, social
media services, etc. helps hotel industry to effectively adapt to the changing consumer
preference. Furthermore, this study focuses on determining how changing preference of
consumers in tend to influence guest service management.
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REFERENCES
Books and Journals
Denizci Guillet, B. and Kucukusta, D., 2016. Spa market segmentation according to customer
preference. International Journal of Contemporary Hospitality Management. 28(2).
pp.418-434.
Hwang, Y. and Mattila, A.S., 2018. Is it my luck or loyalty? The role of culture on customer
preferences for loyalty reward types. Journal of Travel Research. 57(6). pp.769-778.
Kaura, V., Durga Prasad, C. S. and Sharma, S., 2015. Service quality, service convenience, price
and fairness, customer loyalty, and the mediating role of customer
satisfaction. International Journal of Bank Marketing. 33(4). pp.404-422.
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.
Lu, C. and Kandampully, J., 2016. What drives customers to use access-based sharing options in
the hospitality industry?. Research in Hospitality Management. 6(2). pp.119-126.
Molina-Azorín, J. F. and et.al., 2015. The effects of quality and environmental management on
competitive advantage: A mixed methods study in the hotel industry. Tourism
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Pereira-Moliner, J. and et.al., 2016. Organizational design, quality management and competitive
advantage in hotels. International Journal of Contemporary Hospitality
Management. 28(4). pp.762-784.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
Tseng, S. M., 2016. Knowledge management capability, customer relationship management, and
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Online
What Exactly is Changing in The Hotel Industry?. 2017. [ONLINE]. Available through:<
https://www.mbymontcalm.co.uk/blog/what-exactly-is-changing-in-the-hotel-industry/>
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pp.41-54.
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