Quality Management and Service Provision in Hilton Hotel

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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