Developing Executive Skills at the Hotel

ACADEMIC AND
PROFESSIONAL SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
Executive summery ....................................................................................................................1
Principles of customer experience..............................................................................................1
Task B..............................................................................................................................................2
Steps for improving the hotel's facilities and services................................................................2
Ways to improve service quality.................................................................................................2
Recommendations.......................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Academic and professional skills is very important for human development. As it play
vital role in the business organisation. For every employees it is best to have academic and
professional skills to achieve organisational goals and objectives. Glenmore Hotels are a chain of
Budget hotels which is situated in Scotland and it is planning to expand business into rest of the
UK but it is difficult, due to number of customer complaints regarding facilities and services of
this hotel (Cajander and Konsky, 2011). In this assignment, it will be discuss that how it can be
improve by investigations related to customer experiences as well as using several steps for
improving the hotel facilities.
TASK A
Executive summery
Academic and professional skills required in hospitality industry as well as to serve best
and provide good experiences to the customers, skilled person play important role for meeting
satisfaction level. These skills help to provide better guidelines towards company success and
also make job easier as well as employees can work easily trough their knowledge and abilities.
Glenmore hotel must have focus on its service improvement and also on facilities for business
expansions.
Principles of customer experience
In this statement defined that how customer feels after an interactions within the
organisation as well as after getting services from company so it helps to find answers about
consumer's satisfaction level as what they expect from firm. In modern era, most of customers
are educated and have ability to access informations regarding products and services, features,
benefits as well as can compare with another competitors so to increase their satisfaction level
company should adapt strategies or provide them best or qualitative goods and services to retain
more customers. In hospitality industry, there are required best services or facilities what people
wants in exchange of certain amount (Freudenberg and Brimble, 2011). In this case, it is must to
understand about Glenmore hotel in place of consumers as what they think about its services or
facilities and also requirements to fulfil these gaps on people's mind as well as for improvement.
1