Hospitality and Guest Services

Hospitality and Guest
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Identification of it's service provision and quality management.................................................3
Evaluate how the hotel adapts to changing consumer preference...............................................4
How changing consumer preference impacts guest service management..................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality sector is a wide aggregation of field within a services sector that consist
various services like accommodation, food and drink service, event planning, theme parks,
transportation, travelling, guest service and others. Guest services refers to those kind of service
which are provided by the company to its visitors like concierge, room service, laundry etc. This
assignment is based on InterContinental Hotels Group plc. which is a British international
hospitality organisation. This firm was established in Denham, England in 2003 and it offer
offers it hotels and resorts services to its target audiences (Bilgihan and Nejad, 2015). This report
will discuss about service provision and quality management and information about changing in
consumer preference. Further, will explain the impacts of consumer preferences on guest service
management.
MAIN BODY
Identification of it's service provision and quality management
Service provision refers a term which is utilised to define a wide range of actions and
activities, consisting the condition of helpful inclination, renewal services and others. In
InternerContenetal, the are numerous services are offered by the management of its customer and
manage the quality of them in efficacious manner. Some of the services are defined as follows:
Guest rooms services- It refers to to the service in which the administration of the
respective firm offers its clients and consumers like room services related to breakfast, lunch,
dinner etc., dinning, room cleaning services, mini bar, coffee and tea maker in room and others.
To manage the quality of all these services, the management offer different things to its
customers. For example, to mange the quality of food service in the room they provide telephone
so that the individuals provide their order regrading it. It will help in providing information about
their client requirement and they offer this service to them on time.
Workplace and internet options- This hospitality firm provide services according to its
consumers requirement. Business persons, students and working individuals etc. are also the