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Hospitality Management- Assignment

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Added on  2021-04-24

Hospitality Management- Assignment

   Added on 2021-04-24

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Running head: HOSPITALITY MANAGEMENTHospitality ManagementName of the student:Name of the university:Author notea.
Hospitality Management- Assignment_1
1HOSPITALITY MANAGEMENTIntroductionThe article ‘Responding to Online Reviews: Problem Solving and Engagement in Hotels’is chosen to work on this assignment. The concept of using online reviews in co- creation of theservice provided by the hotel will be focused on during the analysis. Four case studies selected inthis research will highlight the important aspects. a.The article ‘Responding to Online Reviews: Problem Solving and Engagement in Hotels’by Sun- Young Park and Jonathan P. Allen was chosen for this assignment. This isbecause online reviews can be considered as important in the hospitality industry forbetter organizational performance. It is better to gather feedback online because it ismuch more effective than direct feedback. It also carries better validity as the respondentsare not present in front. The rapid increase in the hospitality industry and the toughcompetition in the same can be dealt with effective problem solving and engagingemployees. b.There are certain areas, which the particular article has focused on. It was mentioned inthe article that online reviews have modified the consumer decision making in thehospitality industry. This amendment was done by making information available aboutthe service experience, for instance, information about the hotel rooms and tariffs areeasily available on the internet. With the increasing importance of online reviews, severalresearches have disclosed its importance from the consumers’ perspectives. At present,the managers of the hospitality industry have come up with a new confusion, if it isrequired to respond to online review and the ways by which it can be done.
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2HOSPITALITY MANAGEMENTThis article had focused on exploring about the online review responses in the high- endluxurious hotels. This specific category of hotel was chosen as the area of interest for thisresearch because they shed light on the individual attention and personal interactions, which iscontradictory to online communications. In this particular article, four- case studies of deluxeand premium hotels of the Western City in the US were selected. Out of these four, two hotelsresponded positively whereas the other two did not. The former two hotels responded frequentlyabout the online reviews posted about their hotel whereas the responses from the other two wererare and negligible. A comparison was drawn between the case studies to find out the processesused in the luxurious hotels to manage online responses and the reasons for selecting thoseprocesses. The analysis of the online responses of all 34-premium hotels highlighted theconsiderable diversity. The data presented on the high- end hotels reacted to both positive andnegative reviews. From this article, it can be mentioned that the findings of the research can be effective for thehospitality managers to take effective decision regarding their response to online reviews. Theycan also focus on the options available to them and the key problems that need to be considered. c.The evidence that was presented by the authors was somewhat effective in supporting thearguments because they did not find any previous major research on the online reviewresponse of the firms. However, the little bit of research done on the topic of onlinereview responses brought out the two areas of online reviews from the customers’perspectives and the value of co- creation. Online reviews have become a powerful toolfor the consumers to be used in the process of decision- making. A literature review hadsuggested that the perceptions and behavior of customers face the impact of online
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