The role of employees in providing good experience to consumers

Hence in this report, there is discussion about different strategies through which consumer satisfaction can be enhanced, overview of consumer experience, employee's contribution in positively affected consumer experience, etc. If consumer has bad experience from services of Gad Hyatt, then its outcome are also discussed such as loss of market share, increment in training expenses, negative behaviour of top level management, conflict in working hours, etc. With delivering best quality services and improving consumer experience agenda hotel brand image of Grand Hyatt improves and scope

Hotel and Guest
Experience

EXECUTIVE SUMMARY
In this report, there is discussion about role of employees in providing good experience to
consumers. Employees are the asset which act on the behalf of association and make them aware
about new services offered. There is requirement of different assistance which is specific and
relevant in context of understanding changes in better and effective manner. This assignment is
based on Hotel Grand Hyatt in Melbourne, Australia. This is one of the largest hotel chain
serving in different parts of country. As compared to older days, there are many reasons for
which consumers visit hotels such as business purpose, outing, family get together, wedding, etc.
Hence in this report, there is discussion about different strategies through which consumer
satisfaction can be enhanced, overview of consumer experience, employee's contribution in
positively affected consumer experience, etc. If consumer has bad experience from services of
Gad Hyatt, then its outcome are also discussed such as loss of market share, increment in training
expenses, negative behaviour of top level management, conflict in working hours, etc. At last
there is discussion about ways through which consumer experience can be improved such as
planning related to cost, effective approaches of training and development, constructive
feedbacks from consumers, etc. With delivering best quality services and improving consumer
experience brand image of Grand Hyatt improves and scope of business growth improves
because of increasing consumer base.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
TITLE: “The employee involvement in service and the guest experience in a hotel context”. A
case study on Grand Hyatt Melbourne, Australia. ..........................................................................1
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Concept of customer experience and development of professionalism within hospitality and
tourism industry......................................................................................................................1
Overview of guest experience and how it has evolved..........................................................3
The importance of employees, their contribution and empowerment as per relation with
service culture.........................................................................................................................6
Consequence of poor customer services for The Grand Hyatt Hotel.....................................8
A range of strategies which hotels can take to improve the experience of potential customers
..............................................................................................................................................10
Importance of delivering positive guest experience in The Grand Hyatt Hotel...................12
CONCLUSION..............................................................................................................................14
......................................................................................................................................................15
REFERENCES..............................................................................................................................16

TITLE: “The employee involvement in service and the guest experience in a hotel context”.
A case study on Grand Hyatt Melbourne, Australia.
INTRODUCTION
In contemporary hospitality industry, achievement of best customer experience is
essential to gain high loyalty of guest. Customer experience refers to perception of clients related
to services offered by a company. This would directly impact on brand image of organisations
either in negative or positive manner (Oskam, Dekker and Wiegerink, 2017). Therefore,
companies that deal in hospitality industry, mainly focuses on serving the guests best service and
managing business to meet their expectations. The aim of present assignment is to provide a
description report on – employee involvement in service and increasing guest experience in a
hotel industry. Here, concept and development of professionalism within broader tourism is also
explained. Furthermore, correlation between customer experience, culture and business
experience is discussed to analyse the impact of poor experience on brand image of a hotel.
For this purpose, an investigation is done on The Grand Hyatt Hotel, which is
headquartered in heart of Melbourne city and shopping district. It is one of the finest hotel of
Australia that has been awarded with a number of accolades to provide unparalleled services and
facilities to guest. In order to provide best customer services, this hotel mainly focuses strongly
on quality of services and way of serving to customers (Radde, 2017). For this purpose, it strives
to maximise its human capital by improving the level of their engagement, because employee
contribution helps more in delivering best customer service and retaining guests for longer
period (Sabiote-Ortiz and et. al., 2016). As customer experience is the only way to gain loyalty
of tourists within hospitality industry, therefore, a range of strategies is accessed within this
report for improving the services of The Grand Hyatt Hotel.
MAIN BODY
Concept of customer experience and development of professionalism within hospitality and
tourism industry
According to the article given by Jay Kandampully (2017), it has been analysed that in
hospitality industry, organisations are mainly concerned to increase customer experience in
positive way, by delivering them best services (Customer experience management in hospitality:
A literature synthesis, new understanding and research agenda. 2017). This concept of customer
1

experience can be defined as perception that a guest makes while consuming services of a hotel.
It can be measured by analysing how long a customer avail services of a company where lasting
impression related to experience shows their happiness and satisfaction level. Similarly, poor
customer experience take potential consumers away from a business (Worsfold and et. al., 2016).
Probably they felt angry, annoyed, upset, frustrated and other aspects of negative emotions. This
would impact adversely on brand image of a company and affect its reputation in respective
industry. Therefore, it provides evidence why creating and focusing on a great customer
experience within hospitality industry is so important (Masiero, Pan and Heo, 2016) .
As per opinion of Jason Bordeaux (2019), customer experience can also be defined as
impression that a company leaves on mind of customers about its brand, at each stage of their
journey (What Is Customer Experience? (And Why It's So Important). 2019). There are multiple
factors present that create customer experience such as performance of workers and attention
provides to customers on individual basis, for completing their desires in required way. Both
factors reflect the experience gained by targeted audience, which is critically important for
sustaining growth of business. In context with hotel industry, organisations dealing in such sector
are needed to ensure the positive customer experience, so that potential guests can evangelize
hotel services and promote business through mouth publicity (Kim and et. al., 2017). Therefore,
positive reviews of potential consumers will help organisations in retaining revenue as well as
gaining attention of new customers. In context with The Grand Hyatt Melbourne, this hotel is
located in the heart of Melbourne City as well as shopping district, it also emphasises more on
increasing experience of targeted audience, by delivering best services. It offers a range of
accommodation facilities and luxury services including 547 guest rooms, 24 hours reception
service, conference facilities, babysitting, hairdresser, Tennis Court, health and fitness etc. Here,
it is convenient for guests to go at art libraries, parks, casino, theatre and convention facilities
(Luo and Qu, 2016). Along with this, they also get options to choose a Grand Club room which
is located in upper levels of this hotel. Here, they can enjoy a range of complimentary evening
cocktails, mocktails, canapes and breakfasts in the privacy of club lounge.
As hotel industry contributes a major role in developing and increasing economy,
therefore, in order to give best services to customers, The Grand Hyatt Melbourne focuses more
development of professionalism (Hwang and Seo, 2016). For this purpose, it provides effective
training to all associated staff members for delivering professional services to its guests. It
2

includes basic skills like communication, knowledge of different languages and manner to make
interaction with potential tourists (Kensbock and et. al., 2016). Hereby, present hotel mainly
provide training on the basis of teamwork and diversity because all associated staff-members are
perceived as one unit, to deliver professional services to clients. Learning to work together
within hotel industry is essential for people belong to different cultural background, so that
effective services can be provided to targeted audience. This would also help in developing
effective culture at workplace where if employees work in collaboration and share skills with
each other then it ultimately lead to increase amazing experience of customers (Masiero, Pan,
and Heo, 2016). Moreover, having professional employees or developing professionalism in
business, also aid to The Grand Hyatt in delivering best services to its clients and completing
every demand of them in short-duration of time.
The Grand Hyatt Melbourne mainly targets to tourists belongs to business class and high
status, thus, offer luxury services more as per demand and preferences of them (Oskam, Dekker
and Wiegerink, 2017). Along with this, to measure if targeted customers gain positive experience
or not, management of respective hotel used to conduct customer satisfaction survey on regular
basis to analyse effectiveness of own services. For this purpose, managers of The Grand Hyatt
Melbourne uses Net Promoter Score to measure how tourists after getting services promote
business through word of mouth. This would help in analysing customer journey by allowing the
guests to share their feedback on company's websites and other applications of social sites like
Trip-advisor (Masiero, Pan and Heo, 2016). It will enable in identifying areas where hotel needs
to make improvement and to which customers, managers need to connect and engage them in
advocacy.
Overview of guest experience and how it has evolved
Today, creating an excellent customer experience becomes the main key objective within
hospitality and tourism industry (H&T). As per survey report, it has been analysed that
companies which are dealing in such sector have put a large effort for providing best customer
experience. But, only few customers reported for having a superior experience (Ahrholdt,
Gudergan and Ringle, 2017). It shows the declining of sales performance of H&T industry.
Therefore, hotels, travel companies and other hospitality organisations consider to design
attractive customer experience. According to opinion of Li, Wong and Kim (2016), customer
service can be defined as a practise of delivering effective services to targeted buyers via
3

provision of appropriate services and efforts of staff members (Kim, Li and Brymer, 2016).
Herein, the factors which may enhance customer experiences in The Grand Hyatt Melbourne,
include physical infrastructure, service and service culture, mechanics and humanics, interaction
between guests and staff-members etc. This hotel offers a remarkable service experience to
tourists through providing luxury facilities such as – magnificent views, rain showers and
Jacuzzis, transportation and more.
According to the historical overview, it has been analysed that customers more likely to
spend in purchasing products of those companies that offer excellent service (Font and McCabe,
2017). For this purpose, to increase experience before availing services, they focus more on
reviewing history of a company which has offered positive customer service experiences. As per
the above statistical figure, it has been interpreted that over 68% of customers are willing to take
services of those organisations which have a history of excellent guest experience (Setiawan and
Sayuti, 2017). While more than 74% of people like to spent on those companies that have
provided positive customer experience.
4

From this figure, it has been analysed that from 2010 to 2014, there is a downfall in
percentage of people that states that hotels have succeeded in meeting their expectations. This
would defines the reasons behind declining in customer service (Fernandes and Cruz, 2016). It
includes failure of hotels and other hospitality industries in understanding how to deliver high
quality and consistent guest service on an on-going basis. In this regard, characteristics of guest
experience in hotels can be defined in terms of intangibility, inseparability, perish-ability and
heterogeneity.
 Intangibility: As service products of hotels cannot be tasted, seen, felt or smelled,
therefore, delivering services on time without any delay is taken as priority by The Grand
Hyatt Melbourne (Liat and et. al., 2017). In this regard, to develop mind for purchasing
services, customers mostly seek for tangible evidence that provide entire information
related to history of excellent or positive customer experience offered by them.
 Inseparability: Hotel services cannot be delivered without the actual presence of
targeted customer. For example: The Grand Hyatt Melbourne is known for its
outstanding services and the way to deliver products to its clients, but if employees do not
5
Illustration 1: Customer service experience

give their efforts in same, then customers will not enjoy the overall luxury experience
(Chen, Murphy and Knecht, 2016). In this regard, through word of mouth, it may create
negative publicity and also affect brand image as well.
 Perish-ability: As hotel services cannot be stored or sold immediately after creating,
therefore, to maximize revenue it is essential for organisations like The Grand Hyatt
Melbourne to concern on increasing and managing capacity as well as completing
demand of customers on time.
 Heterogeneity: Lack of consistency is considered as a main factor within hotel industry
that leads to customer dissatisfaction. So, by concerning on improving and developing the
consistency, hotels can meet level of satisfaction of its clients.
But now, hotel industries apart from above characteristics, are characterised by limited
promotional cost, severe competition, low product differentiation and more. Organisations that
deal in hospitality and tourism industry concerns more on designing the customer experience by
reshaping interaction between staff-members and customers (Kim, Li and Brymer, 2016). They
also pay attention towards end-to-end experience and devote to on-boarding, billing, service calls
and more. Hereby, knowing the guests, their demands and preference level, helps in
understanding needs of targeting audience and make hotels able to anticipate demands of them
without taking much delay (Ahrholdt, Gudergan and Ringle, 2017). All these processes lead to
enhance customer service that ultimately helps in increasing experience of them as well.
The importance of employees, their contribution and empowerment as per relation with service
culture
In hospitality and tourism industry, a holistic view related to customer experience is
considered as highly valued, that mostly comprises with multiple stages. It includes pre-
experience, during experience and post-experience, where all stages pinpointed dynamic and
accumulated process of tourism experience (Font and McCabe, 2017). It also consists
expectations of guests before, during and after arrival that ultimately influence revisit intentions
of them for next trip. Here, in regards of increasing customer experience, role of employees is
essential here gather customer acquisition (Setiawan and Sayuti, 2017). The employee and
customer transactions is considered as a determinant of customer experience, whereby,
delivering
6

an excellent experience to clients can only be achieved when a hotel has well-trained and high-
skilled staff. For this assistance, The Grand Hyatt Hotel of Australia measures experimental
intelligence of its staff workers on the basis of four dimensions (Fernandes and Cruz, 2016). It
includes creativity and innovation; centricity of customer experience; generosity and last one is
professional behaviour. All these factors state that employees having such intelligence are able to
provide more excellent customer experience. Moreover, authenticity of emotional
display of staff members is taken as of great importance within hospitality and tourism industry
to deliver services to customers in best way. Hereby, considering the
tremendous and amazing growth of internet as well as social media applications in lives of
people, the
online customer experience also becomes crucial within hotel industry. According to the
research carried out by Sabiote-Ortiz and et. al. (2016), it has been evaluated that online
transactions is mostly occurred within tourism only, where tourists spend more time for
reviewing history of hotels and other associated tour related services to measure customer
experience offered by them. Thus, websites of hotels are taken as critical platforms in order to
provide information to targeted group about positive customer experience, which satisfied the
promises of brands.
They give high commitment to organisations to concern and complete every demand of
customers, via making effective interaction with them (Li, Wong and Kim, 2016). Through
effective interpersonal skills and high communication abilities, staff of hotels make business able
to deliver services in desired way to their potential guests within short-duration of time.
Therefore, The Grand Hyatt Hotel concerns more on introducing and retaining best talented
workforce, having intelligence skills in delivering positive customer services (Chen, Murphy and
Knecht, 2016). For this purpose, its managers concern more on increasing employee engagement
in business to enhance customer experience. Here, they organise effective training and
development program for developing interpersonal skills of workers and increase their
capabilities. Management of respective hotel also focuses on completing basic necessities of staff
members, such as adequate amount of salary, positive environment, working hours flexibility
and more. Along with this, The Grand Hyatt Hotel also empowering workers to give
commitment for delivering services to customers as per service culture (Liat and et. al., 2017). It
7

includes improvement in customer convenience, generate traffic, enhance brand image of hotels,
establish the competitive edge and more.
As per the given figure, it has been interpreted that when employees put extra efforts in
enhancing customer experience, then over 70% of guests make mind to visit again in such
organisations again in future. While more than 50% of customers recommend their family
members and friends to take services of hotels that enhance customer experience of them. This
would lead to promote brands of hotels via word to mouth publicity. While near about 40%
people spend more time to avail services of hotels that deliver great customer experience.
Consequence of poor customer services for The Grand Hyatt Hotel
Grand Hyatt hotel is one of the most reputed hotel firm in all over the world. Its customer
services are wondering and speaks on about the quality existences at the major sides. Good
customer services arises when, business utilises their available resources such as man, manpower
8

and technology to led full customer satisfaction at the pure level. If these resources wouldn't used
in an appropriate level, then it would led to negative customer service outcomes. In return, this
will give negative impact onto the business operation of the Grand Hyatt hotel. Consequences of
the poor customer services in context of this hotel leading hotel are as follows:
Loss of the market share: Customer service is mainly concerned about providing with
the customer's what they expects to be get out of the what they are willing to pay. If Grand Hyatt
is providing poor customer service, it may force customer's to shift other hotel firm or even at the
low cost. This would lead to business loss and profitability at a major sides.
Increased in the training expenses: Poor customer's generally results out of the improper
manpower work processes or they were unable to perform their task or duties in defined manner.
Here, the solution is moral development of an employee's such as training & development. This
would lead to decrease into the profit earning at the major side. Also, this would resulted into the
loss of business strength and breaking down of a customer responses at a major side of business
performances. For establishing services at the higher level, employees of the Hyatt hotel are
supposed to enhances their communication skills, presentation skills and outlook to gathers the
customer at the major priority to brings more and more profits to the hospitality business
operation.
Negative change management: Poor customer experiences is responsible for ineffective
change in management, as because of removal of incompetent employee's and bringing new
person to the organisation circle of the Hyatt hotel. This would simply effect business process of
the Grand Hyatt hotel along with the impact on the business reputation of this leading hotel.
Negative behaviour of top management with the staff: It has been analysed that top
management team of Grand Hyatt hotel is not giving right treatment to employees or lower level
staff. This non positive treatment influences performance of the staff as they thinks if company
does not value their work then why should work in positive and effective manner. It has been
analysed that these employees does not only decline their performance but some time their stress
level makes them behave negatively with the customers. As a result, it affects customers services
because customers are not getting value and positive welcome from the company which makes
them take the decision of not visiting similar store again in future. This directly places impact
over the sales performance of Grand Hyatt hotel as customers are not visiting the Grand Hyatt
hotel and does not even refer others to visit it. As a result, negative behaviour of top
9

management team with staff does only affecting performance of employees but it is also
affecting their sales performance in negative manner. In addition to this, its another impact can
also be seen in terms of increase in employees turnover. This is because, every employees has
their own self respects and when these employees thinks that company is not giving them value
then they takes decision to leave the coma0pny and work in the place where they are getting
respect from employers as well.
Excessive working hour: Hotel industry requires extra support of the employees in
terms of their working because it works for 24*7. This means services of this industry are given
to customer all the time. Therefore, the Grand Hyatt hotel assumes that there workers work with
them for long working hours in order to deliver effective services to customers. In context of
Grand Hyatt hotel, it can be said that it is essential for its top management team to influence
interest of employees to work with the company constant long hours. But, this strategy of the
company directly raises pressure of the employees as they have to work for long hours which
makes them feel unhappy. As a result, it influences performance of employees and these
frustrated employees sometimes releases their frustration on customers. As a result, it can be said
that excessive working hours directly affects customers services. It also reduces sales
performance of Grand Hyatt hotel which also influences their reputation at marketplace. Along
with this, it also influences its profitability as well.
A range of strategies which hotels can take to improve the experience of potential customers
Grand Hyatt hotel is well known for its quality of the services and customer positive side.
They have certain vision & mission behind providing of the quality services to the customer, this
is because their focus is on continuous adaptation to new way to make customer's happy, either
in room services, food and beverages support along with customer query. Respective hotel have
to implement several strategies within their working for improving experience of their potential
customers. This is necessary because Grand Hyatt is service industry based company and for
them customers are their big assets. Thus, it is essential to make customers satisfied and convert
them in loyal because this will help in generating more and more revenue. In order to gather full
and productive experiences of the potential customer's, Grand Hyatt hotel is authorised to take
several strategies are as follows:
Vision behind experiences: Before providing growth oriented experiences to customer's,
Grand Hyatt has led a strategic vision, which mentions that customer's are asset of the hotel and
10

also their point of view is necessary for business to improve services of this hotel into productive
manner. This would bringing new products or services into the portfolio and prepares the action
plan to implement this to accomplishes defined goals of productive services into this hotel. For
service sector organisation experience of their customers play important role and if customers
have good experience then it will automatically result in accomplishing goals and objectives
within effective manner.
Effective training & development: Grand Hyatt hotel is in need to provides training to
their manpower, so as to built their skills and capability to provides support to customer services
on time to time basis. This is work of human resource department to hire expertise for enhancing
staff members skills and knowledge. Such practices will motivative employees and they will
perform their workings in more better manner which result in enhancing experience of
customers. With training, workforces of the Grand Hyatt hotel, customer needs & wants will be
entertain and ensure onto customer's satisfaction at a productive level of working. Apart from
this, training and development also help in improvement within employees skills and knowledge
which is important for performing daily basis activities in better manner.
Cost planning: This type of planning will assist in developing cost format which would
helps to show on what area, hotel services such as room services, food and beverages support &
front offices to make it proper to accomplishes business objectives of higher customer
acquisition. In addition to this, cost planning is work of finance division within organisation and
it help in doing planning related to each and every services as well as products offerings. Hotel
Grand Haytt is offering premium price services and products to customers which shows quality
as well as luxuriousness of their offerings. Along with this, it is responsibility of cost manager to
make sure that cost of services and goods shows be according to their value. If company will
implement extra cost then it will result in building negative image of company as well as
decreasing goodwill also.
Market trends: Business environment is dynamic in nature and several modification take
place within it. Thus, for an association it is important to implement current trend within their
working so that customers will get satisfied as well as business can sustain in market for long
duration. In the hospitality industry, several trends are running in context of hotel such as
innovative and luxuries room, attractive food & beverages etc. (Oskam, Dekker, & Wiegerink,
2017). Hence, Grand Hyatt is required to follow current innovative trends into the services sector
11

to gather major customer attention at a productive stage of hotel business growth. Thus, for
improving experience of customers as well as making them satisfied respective hotel have to
identify recent market trends on regular basis and apply all that in their working. Because all
such things help in satisfying customers and making them loyal for the same brand.
Taking feedbacks from customers – Such practices play important role in organisation
and also in making customers satisfied. It company will take feedbacks from customers and
implement them within their working then it will result in long term relation with guest or
clients. Feedbacks can be taken through several sources such as reviews on website, feedback
forms filling, rating on social media and so on (Liat & et. al. 2017). Thus, Grand Hayt have to
take feedbacks from their customers and provide them services according to their need and wants
so that it will result in improving their experience and making satisfied.
Thus, above mention strategies will be beneficial for Grand Hayt because these will help
them in improving customer experience as well as also in making them satisfied within more
effective manner. Along with customers, such practices will result in getting better place within
market area because satisfied customers are mouth publisher of an organisation.
Importance of delivering positive guest experience in The Grand Hyatt Hotel
In the current era, hospitality is known for its quality of the services and all the hotels
treats their customer's with kind and acknowledgement to attracts their mind and dedication for
long term beneficial of any hotel at to the priority goals. Guests are prominent people for every
hotel business, where focus is on retaining all of them and satisfying their needs & wants to
creates out the first impression at the higher point.
When any guest arrives to the hotel, its first experiences or expecting impression will be
an effective services with quality and on time basis. Grand Hyatt hotel is known for its great
customer experiences which they have fulfilled using sources such as cost, manpower to gather
positive customer positive response to rise kind of business effectiveness to this hospitality firm.
If Hyatt hotel will provides positive guest services to their customer, this will assist in acquiring
market share for Hyatt and gain business into the location of the Dubai (Fernandes & Cruz,
2016). Delivering positive customer experiences means a lot more to the customer and more
customers means more money. Positive guest experiences would help to creates long term
relationship of the Grand Hyatt hotel with prospecting customers and ensures an effective
delivery of the services. The importance of the positive guest experiences are as follows:
12

Brand image: Effective customer's response will assist Hyatt to increases its own brand
image and motivates to gather major customer vision from this firm. This would assist Hyatt
hotel to generates business leads for this hotel for longer period of time. Positive experiences will
results to customer expectation such as what level of outputs that customer's are expecting out of
the money paid (Hwang & Seo, 2016). In the Hyatt hotel, brand image is used to be major
priority, because they are very popular all over the world and customer continuous recall for
using its services is also high. An effective guest experiences would led to an effective guest
acquisition in given point of time and builds business goals to maintain services of the firm at a
defined point of time. Thus, Hyatt hotel is in need to creates their brand reputation and positive
response of own guest to gather business objectives in given time period.
Brand image is intangible in nature, which cannot be seen, touch or feel, but at the same
time, it can be watch in business application of the Grand Hyatt hotel. Service culture would
helps to brings positive changes to be implement into the products or services of the Grand Hyatt
hotel at an optimised level (Kensbock & et. al. 2016). In contrary, Hyatt hotel is necessary to be
focus on maximum customer satisfaction and ensures that customer satisfaction whether in
matter of an room service and hospitality would be proper and appropriates such like better
quality, acquired within time and responsive to the customer's in preferred time period to built
business outcomes. This would assist Grand Hyatt hotel to increases its own brand image and
reputation in the market at the potential ways of doing business.
More customer: Hyatt hotel will get better business outcomes and knowledges of future
customer's to gather in given time period. Understanding customer needs & want will help this
hotel to plan strategic decision making with focus to gather customer's attention at single point of
time. More customer means more business and increased profitability for a longer period of time
Guests are considered as strategic asset of every hotel, as they are born to serve and without
potential customer's no business would be catty for long time (Font & McCabe, 2017). Customer
of the business operation majorly arrives after doing marketing research and getting clear
observation of market at the potential basis. This has been proved that, Grand Hyatt have
customer's with affordability & varied choices to gather their attention to serve services into the
defined manner to acquires customer vision and dream just at-least to experiences their own
wishes or wants in given time period.
13

Business development scope: In the hospitality industry, customer's are located in every
area, consists of varied age group, thought process and innovative choices with the support of
which decision making would be taken to build business development strategies to implement
changes into the services management at a greater side (Brymer, 2016) This would assist Grand
Hyatt hotel to implement services improvement strategies by identifying current market,
inefficiency and studying current market to accomplish scope for new changes in this leading
service firm to accomplishes defined goals or operation. Hyatt hotel major strength is its
hospitality services, greet to the customers and acknowledgement into current on how to makes
action planning to delivers expectational services demanded by the customers at to the potential
of business of this leading hotel.
If more strategies would be implement, increases in customer experiences will be taken
into the roles along with establishing increased viability to operates performances of this leading
operations at to the longer side. This would assist Grand Hyatt to increases services expectation
of the customer and also help to gather customers attention to major level of an operation.
CONCLUSION
From the above report, it is concluded that hotel experiences is one of the emerging and
productive concept which assist to gather business outcomes into the given period of time. Guest
interest can be acquires by following current market trends of the hotel business to drawn
services in accordance to that. Also, this has proved necessary for business firm to makes change
s to gather business objectives of the hotel firm. Customer experiences have proved necessary for
business organisation such as hotel to build outs business operations at the major side along with
the rising to the business performances to makes hotel operations to be the work at the right
intention to rise business productivity on a larger scale. Consequences of the poor customer
experiences has given threats to the hotel firm to the brings changes such as loss of the market
share, loss of the customers trust onto the major side or basis. Due to the negative customer
outlook, this has forced hotels to makes decision making on how these services can be improves
and what strategies can be taken to improves customer satisfaction to continues operation of the
business at the longer stage of time. Hence, this has proved necessary for hospitality business to
accomplishes their defined goals into the given time period. In current time, hospitality business
is one of the leading business which aim at fuller satisfaction of the potential customers along
14

with giving them what thy actually deserves while paying for choices of the services into the
given time period. Hence, hospitality is need to makes services more viable and ensures the
perfect quality to gather business objectives of the hotel business at to the larger basis of business
operation. Thus, hotel is required to make strategies with the help of which services cultures can
be brings into the customer services delivery and business satisfaction at to the long time
duration. Also, this has realised that, hotels need to acquires more and more customer to continue
business operation and ascertain the offering that would be given to customer's on longer time
period. Hence, this will be necessary for hospitality business to generates relevant resources
planning which would assist into the goals accomplishment of the hospitality sector.
15

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