Observations and Analysis in Hotel & Hospitality Management

HOTEL & HOSPITALITY MANAGEMENT 1
Hotel & Hospitality Management
Name
Institution

HOTEL & HOSPITALITY MANAGEMENT 2
SERVICE OBSERVATION PAPER
I visited The Hampton Inn, a three-star hotel located at 152 McKnight Road, Pittsburgh,
in the late afternoon at 6 pm. This was a time when most people were coming for supper in the
hotel or they had business meetings and dates.
At the front desk was a lady who was very jovial and happy almost like she knew
everyone that she was addressing, her behavior seemed casual though official in how she was
addressing the guests (Kendall, 2014), she had an associate who seemed busy in her own chores
while she addressed the guests asking them where they would wish to go to, they were then
given the direction but most people just went on their own.
On my way to the lobby I noticed that most of the guests who went in to the hotel owned
vehicles indicating their high economic status (Parte-Esteban, 2015) and rarely would people
without cars go in, most of them seemed confident of where they were heading to next and the
few who looked lost were quickly guided by some associates in uniform (Flower, 2015). Well at
first a man also thought I was lost and came to me asking whether I would be fine and I told him
that I was good.
The atmosphere of the was hilarious with mixed aroma of different tastes of food, the
place was just at room temperature neither warm nor cold with a special kind of silence even
though guests were coming in, there was a soft music playing in the hotel that could be heard
just from a far, the view of being inside The Hampton Inn Marriott from inside was better than I
had thought form the outside there were comfortable seats associates with uniform and there was

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also a high-speed internet that I was allowed to access indicating their advancement in
technology (Melián, 2016).
I noticed that most of them had a smiling face every time they were addressing the guest
and they were very jovial, but in some, there was a clear fatigue even as they moved quickly
form points to point, also noticed that it was almost like each table had a member to cater for its
needs. In terms of genuinely of their service, I observed a few male associates who seemed to be
just going through their normal chores without happiness but the ladies seemed very jovial and
happy.
I liked how the guests were welcomed with a greeting to a few and mostly by just the
word of mouth, each time they were addressing the guests they were standing upright and keen
giving the guest attention and the impression that all their attention is on them, in some scenario I
could see them writing don which was a good sign.
What I did not like about the associates is how some of them took time to attend to some
visitors especially young visitors who I had observed walking into the hotel, I observed a case
when some guests had to wait to be served while more than one associates attended to a table of
visitors who were three in number, it showed contempt to the young teenager (Santoro, 2015)
who left after some time without being served.
There was very minimal time when the associates interacted for more than even a minute
since they would be moving from place to place, when they conversed it was for a very small
time which seemed like they were making inquiries on particular issues or they needed help of
some kind the only time they interacted an di noticed ill behavior is when the two of them

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attended to a table leaving two teenagers un attended, also there was a time when two associate
ladies met and they started hugging and talking like they had not seen each other for a long time,
this took al almost five minutes making a guest very uncomfortable though for me it seemed like
she was welcoming her friend back after a long time dealing with something.
They did not discourage movement in observing the place since I was also not in a group
so maybe to them when moving around I looked like a guest, I had the chance to go and view
their gym, pool but I didn’t get into the bar I just observed it from the outside.
I had an experience worth having again maybe next time while making dinner in the
restaurant or going to swimming in their pool, my ideas on making the hotel better would just be
that every guest is giving the same special treatment of feeling important regardless of how much
you want to buy or to acquire from the hotel but overall if I were to rate their performance I
would give them an A.
My personal key attribute that I normally look at in any hotel service to determine their
path towards success in my perspective is good planning in hospitality, to have great staff its god
to have a good plan of how each activity will unfold from behavior to presentation to meet the
client or guest’s expectation (Pulakos,1995).
The Industry Interview Paper
Preparation
While pursuing a career in the hospitality field specifically as a hotel manager I need to
prepare myself adequately for interviews (Hazzan, 2014) in the organization that I will join