Hotel guest experience.

Hotel guest experience 0
Hotel guest experience
System04116
5/12/2019

Hotel guest experience 1
Executive summary
Hotel industry is a vital part of tourism and hospitality industry. The expansion of
tourism is well inevitable bringing out the development of the professionalism in hotel industry.
Hotel industry is so closely linked with tourism and hospitality industry that is responsible for
the revenue earnings. The hotel industry in Australia in recent years has taken several steps to
develop the professionalism and travel and tourism which also benefited hotel industry in
Australia.
The Hilton and Marriott hotels cover a wider market in this industry than other lifestyle
hotels in the race. They have better services than the rest that is they have great management
customers’ services, hospitality to customers. This project is based on the secondary data as I
have collected information from journals, books and internet etc.
The objective of the research is to know the importance of professionalism and how
lifestyle hotels is differ from the traditional hotel and what strategies are made by hotels to
improve the customers experience at hotel.

Hotel guest experience 2
Contents
Introduction......................................................................................................................................2
Background of the hotel...................................................................................................................2
Concept and development of professionalism within the tourism, hospitality and event industry. 3
How traditional hotel is differ from lifestyle hotel..........................................................................4
Evaluation of how changing customer behavior trends are impacting customer service................4
Exploration of correlation between culture, customer experience and business experience...........6
Analyze the impact of poor customer experience............................................................................7
Assess the range of strategies..........................................................................................................8
Assess type of engagement meets the needs of the digital, social and customer............................9
Recommendation and conclusion..................................................................................................10
References......................................................................................................................................10

Hotel guest experience 3
Introduction
This report discusses about the hotels and the experiences of the guests. Every hotel
brands needs to focus on the tourism and hospitality of their guest and these are widely affected
by their customers. For this study, the two brands have been selected one is Marriot and another
one is Hilton from Australia which are the top brands in hotel industry in Australia. The
development of professionalism within the hospitality, tourism and event industry will be
discussed. As it is clear that professionalism is important at all levels in an industry or a company
it can advantage the hotel industry reputation, morale and success. The impacts on customer
services due to changing behavioral trends will be evaluated. The connection between culture,
experience of customer and experience of business will be explored in this report. Furthermore
the effect of poor customer experience will be analyzed along with this the range of strategies
will be assessed so that hotel can proceeds to improve their experience of the customer and
which kind of engagement meets the needs of the social, digital and customer will be assessed.
The various recommendations will also be made for the further improvements to successfully
running business in this industry.
Background of the hotel
The Marriot hotels and resort is Marriott flagship international brand of full hotel and
resort services. The headquarter of Marriott is situated in Bethesda, Maryland, United States.
They have 566 hotels in number of locations. They served areas worldwide. It is an exquisite
brand. Marriott is a group of brands that is famous for its exclusive services presented all over
the world. Their service varies from full service, designated service, and extended stay. There are
number of brands under Marriott and each with particular kind of style and custom-made to
achieve full satisfaction (Marriott, 2019).
The Hilton hotel is also one of a famous hotel in the United States. The hotel targets both
holiday travelers and business peoples. The hotels are situated in the main cities in the world
close the airports, main vacations centers and convention hubs. It controls more than 80 countries
with 2800 openings in the world (Hilton, 2019).