Services Provided by Hilton Hotel and Resorts

This report provides an overview of the range of services provided by Hilton Hotel and Resorts, including food and beverage service, transport service, room service, fitness service, and banquets and catering service. It also discusses the quality improvement strategies and tactics used by the hotel to adapt to consumer demands.

HOSPITALITY & GUEST
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Guest services is basically the range of services provided by the hotels to their customers
and thus helps them to make their experience enjoyable. This includes wide range of services
like accommodation, food and beverage etc.
Hilton Hotel and resorts is global brand of the hotel as well as resorts being established in
1919 by Conard Hilton and headquartered in Virginia, U.S. It consists of a range of luxury
services and products and thus operates in more than 85 countries.
This report gives a brief about range of services provided by hotel, Quality management,
tactics used by hotel to adapt to consumer demands and impact on guest service management.
MAIN BODY
Services provided by the hotel
Hilton hotel is one of the finest hotels all over the world. It would provide services to
customers which include the food and beverage service, transport services and laundry services
as well.
Food and beverage service
Food and beverage service include providing the customers with better quality of food.
Hotel is providing the service in the form of the restaurants. Restaurants of the hotel include all
facilities which is for the customers. Quality and taste of the food is improving from time to
time. Food and beverage service is improving from time to time which is satisfying the
customers. Service is improving because of the improving food quality and the efficient and
trained employees which are working in the food and beverage department (Lee, and et.al.,
2016).
Transport service
Most of the hotel provide transport facility and Hilton hotel is also providing the transport
facility. Pick up and drop services are provided to the Customer which are visiting the hotel.
Hotel is providing the rental services for transport as well. The transport facilities is improving
because the hotel is providing the efficient space for the parking and the drivers which are
working in the company are efficient drivers (Stefano, and et.al., 2015).
Services for business meetings
Some companies do business meeting in hotel and the hotel must have space for the
meetings where they would not be disturbed by anyone. Hilton hotel is providing the separate

space for business meetings. The business meetings spaces are having all the facilities like the
projectors and the sitting arrangement for the guest which are attending the meetings.
Room services
Room services are must for the customers because some customers want the place to stay
and room service would help these customers. So the Hilton hotel is providing the room service
to the customer. Room of the hotel are having all the facilities like the television and many more.
Room of the hotel have much space and proper house keeping services is keep the room neat and
clean. Services are improving because the employees which are working in the room services are
trained and efficient (Ionel 2016).
Fitness service
People are concentrating on health and fitness so the hotel is providing fitness service to
the customers. Fitness would include the fitness rooms and the gym for the customers which
want to workout at the gym. Fitness rooms have the enough space for the customers and the
fitness rooms have the effective machines which could be used by the customers for the fitness.
The employees which are hired to look after the customers of the fitness room are well-trained.
Banquets and catering service
Banquets are arranged in the hotel for the birthday parties and occasions as well. The
separate space is provided to the customers for the weddings and birthdays parties. The banquets
also include the catering services which are included the food and refreshment service in the
hotel. These services of the hotel are satisfying the customers and other customers are attracted
towards the hotel as well.
Quality improvement
The Hotel Hilton is well-known for making continuous improvement in the quality of its
services a well as products. The hotel constantly engaged in making their services better in order
to fulfill the needs and demands of the customers and thus attract more new customers. The hotel
utilizes a range of strategies as well as tactics through which they are able to improve service and
gain an edge over their competitors (Gibson and Parkman, 2018).
Online survey
The most common strategy which the hotel uses for making their services best in
comparison to other competitors is the use of online survey as well as feedback. This is the mots
powerful tool through which Hilton is able to know the expectations of consumers from their

hotel and what are their needs. The marketers of Hilton conduct extensive market research to
solicit feedback from the consumers regarding their services and demands. Besides this, the hotel
has also designed its website in such a way that the customers leaves their review about the hotel
and its products. This eventually helps the hotel to improve the level of their services.
Recruiting right kind of staff
Another powerful tool which the hotel uses for serving the customers better by providing
great services is selecting the right type of employees fort their hotel. The hotel follows a strict
policy of discipline in which the employees are under the strict rules regarding their personality,
gestures etc for making the customers happy. Hilton has a team of highly talented employees
who are highly trained to serve the customers better and making them pleased. Along with this,
the hotel has a well-through recruitment procedure in which they select the candidates who are
highly competent and potent to provide quality services to the customers. The employees are
trained and developed to make the quality of services and products better for attracting more and
more customers (Ariffin and et.al.,2018). Thus, with the help of theses talented employees,
Hilton maintains their quality level and also increases on the periodic basis.
Total Quality management
This is the another strategy in which Hilton is continuously engaged for making their
services best and reliable. Withe helps of team of total quality management, the hotel is bale to
maintain the required level of quality in their services and products. The main responsibility of
this team is to check all the areas of hotel as whether they are properly maintained or not like
lobby, maids, cashier etc (Dzhandzhugazova and et.al.,2016). This team is continuously engaged
in inculcating a high degree of quality in their hotel in order to fulfill all the needs and demands
of the customers. Besides this, they are highly trained by the management to look after the
various areas and thus maintain the proper level of services and products in hotel.
Tactics used by organization to adapt to consumer demands
In this changing scenario, the needs and the preferences of the consumers are
continuously changing and thus they want more and more innovating in each and every product.
Thus, to adapt themselves to these fluctuations, Hilton has designed various strategies through
which they adapt to the changing consumer preferences.

Online booking
As more and more consumers have become technology-oriented and wants products
which are innovative enough to fulfill the needs of them. Since the advent of technology, the
consumers have become more and thus prefer that hotel which they can easily access and which
provides them the highly advanced technology and make them satisfied. This shift of consumer
preference from traditional method to modern methods have enabled Hilton to make changes in
their operations (Manhas and Tukamushaba, 2015). In view of this, their hotel has developed its
own app through which the customers can easily book the rooms, make online transaction.
Besides this, the customers can also see the ambiance of the hotel, rooms which makes it easy to
make the selection. Thus, hotel has developed the wide technology platform for their customers.
In-room controlling technology
With the emergence of the latest technology, more and more consumers now want to visit
hotel in which they can easily access every thing and control according to their need. In this
changing preference of the consumers, Hilton has established the technology of in-room under
which the rooms are equipped with the tablets through which the customers can easily control
the various aspects of room like air conditioner, interactive TV. Besides this, the hotel have also
developed the smart app by the name Hilton Honors app in which the customers can easily
unlock the room doors whenever there is a knock simply by installing this app in phone
(Kansakar, Munir and Shabani, 2019).
Environmental products
Customer has now become more and more aware of the products which are highly
sustainable and Eco-friendly and thus their preference has shifted to more Eco-friendly products
which dies not emit harmful gases in the environment (Ogbeide and et.al.,2017). Due to this
increasing awareness of the consumers for environment, Hilton has shifted its focus to more
sustainable products. Hilton has installed the lighting system which automatically switches off
whenever the guest leaves the room which eventually results in the energy conservation. Besides
this, for cleaning the pool hotel uses the natural clarifier which is made up of crab shells which
does not release harmful chemicals in the water.
Food quality
Due to the increasing awareness of the consumers regarding obesity, their preference has
shifted to organic as well as plant based meals which are healthy enough. This shift in the

preference has compelled Hilton to serve healthy and fat free food to the customers for fulfilling
their needs and demands. Hotel has shifted its focus to plant-based food which are Organic and
sustainable. This also reduces the wastage of food.
Effect on guest services management
Positive impact
This shift in the consumer preference has allowed Hilton to make a variety of changes
within their functioning and operations. The result of these changes has not only bought a
positive impact on consumers as well as has also affected them negatively. The most positive
impact which these changes have posed on the guest service management is their increased
satisfaction level. When the hotel provides everything ranging from check-ins to check-outs as
per the needs of the consumers then eventually satisfaction level of consumer increases, and they
leave the hotel happier. For example when the Hilton provides advanced technology to their
customers like online booking then the customers forms a positive image of that hotel in their
mind as they are able to get the genuine information of hotel rooms, staff (Golubovskaya,
Robinson and Solnet, 2017). This ultimately entices towards that hotel and when they get
everything according to their requirement then their satisfaction level increases, and they visit the
hotel more frequently. Besides this, their loyalty towards the hotel also increases, and they begin
to engage in various activities which the hotel perform on periodic basis.
Along with this, when the hotel adopts various practices like sustainable products, better
staff for serving them better than the customers feels secure and a sense of inclusion is instilled
within their heart. They begin to feel safe and secure in hotel and thus their satisfaction towards
the hotel and employees raises which ultimately makes the position of hotel in market good.
Moreover, one more change which Hilton adopted as per the changing consumer preferences is
the value for money. Thus when hotel serves their customers by providing them the best quality
at affordable price the attitude of the customers of that hotel automatically changes and their
satisfying experience in that hotel increases.
Negative impact
The various changes bought about by the hotel not always leads to positive outcomes but
sometimes also results in the negative impact. For example the in-room technology used by
Hilton Hotel sometimes can compromise with the privacy of their customers. Due to the
advanced technology,there remains the threat of stealing of personal information of consumers

because of various viruses and thus this eventually results in the decrease of satisfaction level of
customers. They began to perceive the services of hotel as bad which at the decreases the sales
and revenues of hotel (Lashley, 2015). Besides this, sometimes the negligence regarding the
quality of food of the Hilton hotel can result in the disappointment of the customers from hotel.
When the staff of hotel does not pay attention to the adherence of food standards then customers
leave the hotel disappointed and avoid visiting in the future.
CONCLUSION
It has been summarized that there are numerous services which the hotel provides to its
guests like accommodation services, food and beverage services etc which helps them to gain an
edge over their competitors. For fulfilling the needs and demands of consumers, hotels are
continuously involved in making their level of services better and thus raises their quality
continuously. Since the emergence of globalization, there has been the change in the preferences
of consumers thus the hotel adopt various strategies to adapt to theses changing preference.
These changes sometimes have positive impact on customers while sometimes have negative
impact and reduces their satisfaction level.

REFERENCES
Books & Journals
Ariffin, A.A.M and et.al.,2018. Exploring the influence of hospitality on guest satisfaction in
luxury hotel services. e-Review of Tourism Research.15(1).
Dzhandzhugazova, E.A and et.al.,2016. Innovations in hospitality industry. International Journal
of Environmental and Science Education.11(17). pp.10387-10400.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Golubovskaya, M., Robinson, R.N. and Solnet, D., 2017. The meaning of hospitality: do
employees understand?. International Journal of Contemporary Hospitality
Management. 29(5).pp.1282-1304.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series.
1(1). pp.187-191.
Kansakar, P., Munir, A. and Shabani, N., 2019. Technology in the Hospitality Industry:
Prospects and Challenges. IEEE Consumer Electronics Magazine.8(3). pp.60-65.
Lashley, C., 2015. Hospitality experience: An introduction to hospitality management.
Lee, and et.al., 2016. Applying revised gap analysis model in measuring hotel service
quality. SpringerPlus. 5(1). p.1191.
Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its impact on
brand image in hospitality sector. International Journal of Hospitality
Management.45.pp.77-87.
Ogbeide, G.C.A and et.al.,2017. Complaint management in hospitality organizations: The role of
empowerment and other service recovery attributes impacting loyalty and satisfaction.
Tourism and Hospitality Research.17(2). pp.204-216.
Stefano, and et.al., 2015. A fuzzy SERVQUAL based method for evaluated of service quality in
the hotel industry. Procedia CIRP. 30. pp.433-438.