Managing the International Hospitality Service Experience

Managing the
International
Hospitality Service
Experience

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Background..................................................................................................................................4
Service scape-..............................................................................................................................4
Service management-...................................................................................................................5
Marketing Branding-....................................................................................................................6
Issues-..........................................................................................................................................7
Service features............................................................................................................................7
Intangibility- ...............................................................................................................................7
Inseparability- .............................................................................................................................8
Perishability- ...............................................................................................................................8
Heterogeneity- .............................................................................................................................8
Problem-.......................................................................................................................................9
Topic- Managing the International Hospitality Services Experience..........................................9
Objective-.....................................................................................................................................9
Service Quality Management Systems-.......................................................................................9
Model -.......................................................................................................................................10
Reliability-.................................................................................................................................10
Tangible-....................................................................................................................................11
Responsiveness..........................................................................................................................11
Empathy.....................................................................................................................................11
Assurance...................................................................................................................................12
Measurement .............................................................................................................................12
Recommendation.......................................................................................................................13
Room Design.............................................................................................................................14
Ambient conditions of the Rooms ............................................................................................14
Space and Functions of the Rooms............................................................................................15
Signs, Symbols and Artifacts in the rooms................................................................................15
Food Services Authenticity........................................................................................................15

Recommendations......................................................................................................................16
CONCLUSION..............................................................................................................................17
REFERENCES..............................................................................................................................18

INTRODUCTION
Managing the international hospitality service experience is essential for hotel to be
successful. They can easily manage and renders the high quality services to their consumer and
satisfy them with the tremendous service to them.
Hotel Hilton is the global international brand which renders full service hotels and
resorts. The hotel runs under flagship of the international brand of the American multinational
hospitality company named as Hilton. It was developed by Conrad Hilton. The above report
includes the background of Hotel Hilton in which it includes the Service scrape, service
management, marketing & branding and various issues which is faced by the hotel in
marketplace. The aims and objectives of the study which is being conducted. The report further
carried forward with the literature review on the service quality management systems and model
& practices which are related to it. The measurement of the practices and model with evaluation
and recommendation on the application. Report ends with room design and food service &
authenticity which is being obtained by the Hotel Hilton in their services along with
recommendation on it.
MAIN BODY
Background
Hilton Hotel & Resorts is international brand of the full service resorts and hotel. It is
flagship brand of the American multinational hospitality organization Hilton. Originally it was
established by Conrad Hilton on May 31, 1919. It's headquarter is situated at McLean, Virginia,
U.S. It has over 586 Hilton Hotels & Resorts in across 85 countries. Hilton offers the high class
hospitality services to their consumers. It also renders leisure and business travellers globally that
offers very fine accommodation, value and service to guests (Ali, Amin and Cobanoglu, 2016). It
is one of the hotel company which is leading brand, spanning lodgings sector from the luxurious
full service resort and hotel with extended suites to stay and mid price hotel. They used to
develop new guest rooms every year in US. Hotel Hilton ranks first in these terms of operating
and opening rooms in United States.
Service scape-
It is physical environment of the Hotel Hilton where services in hotel take place. It is
very helpful in analysing and identifying impact of good environment on services based industry.
It is the model which is established by Booms and Bitner. The hotels should build the