Importance of Five Service Systems and Customer Service in Hospitality Industry

Philosophies of
hospitality

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
Importance of Five services system............................................................................................4
Benefits of ARFFD.....................................................................................................................4
Importance of LEARN................................................................................................................5
Recommendation.........................................................................................................................5
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality industry is one of the largest business industry which contributes in economic
development of country. It plays an important role in providing better customer services and to
meet their expectations by rendering quality services (Romero, 2017). The core aim for every
hospitality business is to satisfy customer needs by fulfilling every aspect of hospitality. It also
facilitates in generating higher profit by engaging with more and more customers which also
contributes in elevating brand image of company. This project report is based on Intercontinental
Hotels and resorts, a British multinational hospitality company, headquartered in Denham,
England. This project report will cover importance of five service systems along with benefits of
ARFFD, LEARN and AREC. Further it will cover how this can be used by hotels to enhance
customer service experience. In addition to that, it will cover a brief recommendation how hotel
can effectively implement in their management strategy.
TASK
Customer service creates healthy relationship between guest and hotel as satisfied guest are more
likely to visit again and will be loyal too. It is human tendency to opt better service but by paying
minimum price. It helps company in improving reputation and can attract a larger customer base
by rendering better quality service. It helps in adding values to hotel's service along with
increased customer retention rates (Li and et.al., 2021). It also facilitates in generating recurring
revenue . By this guest will post their review on social media and on hotel's websites which will
help other potential customers in opting hotel. By rendering quality services, it will help hotel in
elevating its standards as well as reputation. It will attract new customers by referrals of already
visited guest. It makes customer loyal towards company and will opt same hotel whenever they
visit in future. There are various types of hotels which provides accommodation services to their
customers and charge on the basis of quality of accommodation services. Premium hotels
charges high amount for their services and targets upper segment and rich professional. They
provide lavish and luxury accommodation services. Another type of hotel is medium hotel
which is having 3 to 4 stars. It targets medium to upper class people and charges lower than
premium hotels. The another category of hotel which lies is lower class hotels which is suitable
for low earning people. It is opted by those people who do not want to pay for additional
services.