Aide Memoire for Hotel Staff to Manage Guest Service Experience for International Visitors

This report focuses on the strategies adopted by hospitality organizations in China, Hong Kong, Macau, and Singapore to enhance the guest experience. It discusses the Aide Memoire for hotel staff to manage consumers and the cultural differences in international countries. The report also highlights the importance of training, technology, and creative leadership in improving guest service experience.

HOTEL INTERNATIONAL
MANAGEMENT

Contents
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
Aide memoire for hotel staff to help manage guest service experience for international visitors
.....................................................................................................................................................3
Key cultural differences custom and behaviour in international countries.................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
International hotel management includes all the techniques which are involve in managing
and maintaining hospitality organization. The management skills are required in order to increase
the guest experience internationally. It will also help in creating positive attitude in mind of
customers which is necessary for growth of hotel industry internationally. Present report will lay
emphasis on various hotels situated in China, Hong Kong, Macau and Singapore. It will explain
the strategies adopted by hospitality organization working over there to enhance the guest
experience. Report will lay focus on Aide memoire for hotel staff to manage consumers. It will
also describe the differences in culture and custom behavior followed in international countries.
TASK
Aide memoire for hotel staff to help manage guest service experience for international visitors
In accordance with Ahmed, (2017) Aide memoire is a French word that basically means
aid memory. It can be a reminder or memorandum that can serve the purpose. It can be taken as
informal writing of message so that the laid objective and task can be fulfilled. A hotel that is
truly striving to build a “world-class” service culture will make every effort to develop service
standards that emphasize exceptional service for every customer. One of the key factors that
separate good service from truly exceptional service is consistency. The most essential criteria
for all international hotels to get success is to enhance their experience of consumer. Like for
example Grand Hyatt Singapore a five-star hotel in order to make travellers visit mesmerising
are involved in treating every individual visiting their hotel or restaurants as VIP. It has
supported them in creating a positive experience in mind of consumers. For making guests re-
visiting the place the hotel staff of Grand Hyatt Singapore is engaged in providing elevated and
high class services.
In the view point of Nwangene, Dibua and Edoko, (2019) Proper training has been
provided to hotel staff so that quality of service is being provided by them to guest. This will
assist hospitality organization in creating consumer loyalty. Hotel provides exquisite
architecture, most mesmerising interior, unique space for event and variety of continental food.
All these aspects are being managed by hotel staff so that when any traveller visits their hotel
they are satisfied with the services and also provides positive feedback to others. In order to
increase consumer experience Grand Hyatt Singapore is also involved in providing training to
waiters and even to chef about how to serve food, garnish and decorate it. This has assisted them

in increasing consumer experience. It has also helped hospitality organization in increasing their
goodwill and profitability aspects.
In accordance with Valenzi, (2019) As Singapore is the place where east meets West, the
culture and tradition of country is really different. Grand Hyatt provides travellers the
opportunity to explore the different cuisines that is being liked by people of different tradition
living over there. They provided Chinese, Indian, Indonesian and Malay dishes. Hotel staff is
consistent in providing their services, they make consumer feel important and provide them with
valuable information which can help them in visiting and exploring Singapore easily. In order to
be consistent just in time training is being provided by hotel to staff members working over
there. They are also trained on managing the updated technology so that consumer experience
can be enhanced. This has assisted hotels in Singapore in maintain the consumer base and also
creating positive impact in the mind of customers. Performance support system provides tips to
staff members in relation to how to manage consumers. It analyses guests profile adequately and
firmly that supports employees in analysing needs and demands of travellers. By this system
which is being used by hotels like Grand Hyatt they are also able to identify the needs and
demands of consumers.
As per the view of Jamal and et.al., (2016) Custom and culture followed in China is totally
different. Hospitality organization over there are involved in performing different tasks and
responsibilities in order to increase guest service experience. Like for example Four Seasons
hotel in Shenzhen to enhance consumer satisfaction is being engaged in providing positive start
over to all new employees who have recently joined the hotel. It has been analysed that turnover
of staff is most among hospitality organizations that can create negative image in mind of
consumers for hotel industry. Turnover has created low morale and reduce the productivity of
hotel industry. So in order to improve this and enhance guest service experience Four Seasons
hotel, Shenzhen has adopted concept of creative leadership. In this company makes sure that new
employees have attended the on-boarding programme launched by hospitality firm. By this step
hotel has analysed that there were 69% reduction in turnover. This has assisted them in
increasing performance level of staff members working with Four Seasons hotel.
In order to enhance guest service experience hotel Peninsula Beijing which is one of the re-
known hotel in China has also adopted a strategy. In this the staff members are engaged in taking
feedback from guests about the problems they faced while staying in hotel. Feedback provided

by travellers can be positive and negative. This has supported hotel staff in bringing new and
creative changes according to needs and demands of consumers. Peninsula Beijing has also
created their own websites in which they also record voice of guests. Voice Searches can be
related to queries and questions that are being frequently asked by hotel guests. This new
technology has assisted hotel in increasing the visit of guests. It also enhanced their name and
created a positive attitude in mind of consumers.
In the opinion of Venner, (2016) Low to mid budget hotels in China to enhance experience
of travellers are engaged in providing complimentary breakfast to the people who stays in their
hotels. These hotels provide typical Chinese breakfast to consumers so that they can developed a
liking towards Chinese food. There is difference between the work structure followed by 3,4 and
5 Star hotels. They are being determined by hotel chain and Location. Like for example Hyatt
and Marriott are offering imported options alongside with local ones. There consumers can
explore both the varieties. Also to enhance consumer experience they are making use of updated
technology like for example the Starwood hotel and resort has brought out the new technique
that is keyless entry with SG mobile app. This feature has increased the security aspect and also
put a positive image in mind of consumers. It has become easy for guest to roam around city
without any fear of theft. Also the app has helped in increasing consumer loyalty. Making use of
new technology has also supported in enhancing morale of workers. It has increased productivity
of hospitality organizations. This aspect has also reduced employee turnover in hospitality
organization.
In order to enhance guest service experience, the various hotels in Hong Kong like Grand
Hyatt Hong Kong is making use of interactive TV to greet and guide. They add on to creating
positive consumer experience. In the view of point of Goffi, Cladera and Pencarelli, (2019) This
method is used to maintain the loyal consumers. Greeting form television has also assisted the
hotel in cutting down the cost related which were being invested in printing materials like
templates, newsletters. They show various useful information on Television like for example
menus, room services, facility guides. This has supported hotel in creating a positive experience
in mind of consumers.
As per the view of Friberg and Midtbøen, (2019) To create memorable experience Premier
Inn’s Hub Hotel in Hong Kong are making use of artificial intelligence. They have developed an
app win which a map will be appear to travellers where they can explore their point of interest in

city. It tells about the best place to visit and even about the famous events that is going to be
conducted in city. This app has increased the guest experience and has also supported hospitality
organization in increasing their profitability aspects. It has enhanced the number of visitors
coming to the place. This Artificial intelligence technology will also make guest have an idea
about the last time their rooms were being cleaned and also the chef’s personal recommendation
can be displayed on app. Augmented and virtual reality has supported hotels in Hong Kong in
growing and also creating better guest service experience for travellers. It has also laid positive
impact on travel and tourism sector has the Gross domestic income of the place has been
enhanced because of making use of virtual reality. Hotel staff must make sure that by using
Artificial intelligence they do not hamper privacy aspects of guests. It will lay negative impact
on their mind.
In accordance with Auliandri and Angraeny, (2017) it has bene analysed that 70% of
global travellers are attracted towards the hotel when they know that their accommodation is
really eco-friendly. Guest will more likely to book the hotel whether they prefer sustainable stay
or not. Like for example JW Marriott in Macau is been engaged in providing customer with the
experience of Sustainability. They make sure that resources are being used effectively so that
guest satisfaction can be increased. Proper training related to it is being provided to staff
members. They also solve the queries of consumers online by replying to their questions. The
hotel makes sure that consumers have best in class booking experience. Staff members in order
to lay positive impact are also training their staff to provide food on the basis of their taste and
preference. This has assisted the hospitality organization in Macau in creating consumer base. It
has also led to the growth of hotel industry in city. JW Marriott in Macau has also created tech
hub and co-working lounge so that they can attract more number of business class people.
As per the view of Anne, (2019) the hotels in Macau whether they are 3, 4 or 5 class are
providing guest with video streaming options. The videos which are streamed in their room are
according to the liking of guest. Like for example Marriott, Macau provides guest with Smart
Television with their personal Netflix subscription where the guests can Netflix and Chill. Thus,
this has assisted them in making a positive experience and even it has supported them in
increasing liking for their hotel services. The staff members are also being assigned to provide
additional room services to guest like in some hotels in Macau they are giving free spa facilities
to guest. This has helped the hotel industry in growing.

Key cultural differences custom and behaviour in international countries
The various international countries which are being discussed in Report are Singapore,
China, Macau and Hong Kong. All these destinations have different culture, traditions and
behavior towards consumers. They are all involved in following varied strategies in order to
enhance guest experience (Dahlan and Al Shikhy, 2019). Like for example in Singapore the hotel
staff makes sure that food being served to travelers are well garnished, decorated and labelled.
Also the food must be served by waiters by following proper etiquettes like for example they are
only allowed to give food to guest by their left hand. Hotels in China are making use of different
strategy like some of the hotels have created their own website, in which voice of guest will be
recorded and their questions and queries will be answered. In Hong Kong the hotel is laying
emphasis on providing sustainable stay to their guests.
CONCLUSION
From the above study, it has been summarized hat custom tradition and culture followed by
different countries are different. Hospitality organization has been engaged in providing training
to employees in order to enhance customer service experience. They are also involved in making
use of updated technology which has enhanced satisfaction level of guests. Hotels has been
involved in providing variety of food that can give provide consumers to explore opportunities
related to enjoying new customs and traditions. They have also been involved in adopting
creative leadership so that employee’s turnover is being reduced in hospitality organization. It
has been analyzed that turnover is highest in hotel industry.

REFERENCES
Books and Journals
Ahmed, A., 2017. Standard operating procedure: sales & marketing The Westin Dhaka.
Anne, P., 2019. Implications for The Measurement and Management of Quality in the Emerging
Airbnb Sector in Jamaica.
Auliandri, T.A. and Angraeny, R., 2017. THE IMPLEMENTATION OF GREEN HOTEL
MANAGEMENT STANDARD IN MAJAPAHIT HOTEL INDONESIA. THE
INTERNATIONAL JOURNAL OF ORGANIZATIONAL INNOVATION, 9(1).
Friberg, J.H. and Midtbøen, A.H., 2019. The making of immigrant niches in an affluent welfare
state. International Migration Review.53(2).pp.322-345.
Goffi, G., Cladera, M. and Pencarelli, T., 2019. Does sustainability matter to package tourists?
The case of large‐scale coastal tourism. International Journal of Tourism Research.
Jamal, S.A. and et.al., 2016. Innovation and Best Practices in Hospitality and Tourism Research.
CRC Press/Balkema.
Nwangene, O.C., Dibua, E.C. and Edoko, T.D., 2019. Innovations as Drivers of Performance in
the Hospitality Industry: A Study of Selected Hotels in Awka, Anambra
State. Innovations. 3(5).
Venner, M., 2016. Public finance management. In Donors, technical assistance and public
administration in Kosovo. Manchester University Press.
Valenzi, A., 2019. Luxury hôtellerie: a study of the new high end hospitality trends.
Dahlan, M. and Al Shikhy, A.I., 2019. The effect of strategic performance measures and market
orientation on a firm’s performance. Journal of Business and Retail Management
Research.13(4).

Zainol, A.A., Kisun, A.S., Norashikin, S.N.I. and Mohi, Z., 2016. Student satisfaction towards
Caffé Giunto. Innovation and Best Practices in Hospitality and Tourism Research, p.29.
1