Hotel and Guest Experience in the Hospitality Industry

Running head: HOTEL AND GUEST EXPERIENCE
Hotel and Guest Experience
Name of the Student:
Name of the University:
Author’s Note:

1HOTEL AND GUEST EXPERIENCE
Executive Summary
The report discusses the changes that had taken place within the hospitality industry in the
contemporary and also the manner in which it has impacted the experiences of the customers.
The report begins with an overview of the nature of services offered by the hospitality
industry and also the reasons which has necessitated for the change in the services offered by
them. In this regard, the report shows that the use of the notions of commercialization and
professionalism are the two major factors which had necessitated the change within the
hospitality industry. The report also shows the manner in which changing customer behavior
are affecting not only the customer experience but the services as well. Furthermore, the
report shows the manner in which culture, customer experience and the business experience
are correlated within the hospitality industry. The adverse effects of poor customer
experiences and they manner in which they affect the prospects of an organization related to
the hospitality industry have also been discussed. The report also proposes some strategies
like the improvement of quality, reduction of cost, offering free wifi and others services to
the customers which can enhance the customer experience. Lastly, the report concludes by
proposing the manner in which these organizations can engage in an effective manner with
the social, mobile and digital customers.

2HOTEL AND GUEST EXPERIENCE
Table of Contents
Introduction................................................................................................................................3
Development of Commercialization and Professionalism.........................................................4
Changing customer behavior and customer service...................................................................6
Culture, Customer Experience and Business Experience..........................................................7
Impact of poor customer experiences........................................................................................8
Strategies to improve customer experience..............................................................................10
Engagement model for the social, digital and mobile customers.............................................11
Conclusion................................................................................................................................11
References................................................................................................................................13

3HOTEL AND GUEST EXPERIENCE
Introduction
The hospitality industry in the present times offers a plethora of services to the
customers starting from lodging to transportation and also food as well as entertainment
related services (Cetin & Dincer, 2014). Kim, Vogt and Knutson (2015) are of the viewpoint
that the increasing prominence that the hospitality industry has gained within the spectrum of
the modern business world can be attributed to the increasing initiatives of the national
governments of the different nations for the development of this industry. As opined by Kao,
Tsaur and Wu (2016), this can be attributed to the fact that the hospitality industry is one of
the highest revenue generating industries of the world currently in addition to supporting to a
host of other industries like tourism, entertainment and others. As a matter of fact, the
hospitality industry for the year 2015 generated more than $500 billion worldwide with more
than $150-$170 billion in the United Nations of America itself (Jauhari & Bharwani, 2017).
Furthermore, the industry, at the same time, offers different kinds of job opportunities to the
individuals and this becomes especially important when the high unemployment rate of the
world currently is taken into consideration (Kandampully, Zhang & Bilgihan, 2015).
However, in the recent times, it is seen that the hospitality industry has undergone a
substantial amount of change.
As opined by Ali, Amin and Cobanoglu (2016), the change that the hospitality
industry has undergone in the recent times can not only be attributed to the change in the
needs or the demands of the customers but also because of a host of other factors. For
example, the commercialization of the services offered by the industry has also affected the
industry in a substantial manner. Radojevic, Stanisic and Stanic (2015) are of the viewpoint
that that the recent terrorist activities and also the natural disasters have also affected the
nature of the services offered by the concerned industry in a significant manner. This report