Impact of Pandemic on Customer Service in Hilton Hotels in London

This research aims to analyze the impact of Pandemic on the customer service in the hospitality industry, with a case study on Hilton Hotels in London. It includes literature review, research methodology, and conclusion with recommendations.

The Impact of Pandemic on the customer
service in Hilton Hotels in London

 Introduction
 Literature review
 Research methodology
 Conclusion and recommendation
Table of content

Introduction
 This is the first chapter of research which include aims and object and
rationale behind taking the selection of topic (Hao, Xiao and Chon, 2020).
Present research is conducted on the topic of impact of Pandemic on the
customer service in the hospitality industry. It helps in enhancing consumer
satisfaction and profitability of organization. Present report include impact
of Covid-19 on Hilton hotel.

Aim
“To analyze the impact of Pandemic on the customer service in the
hospitality industry. A case study on Hilton Hotels in London
Research Aim

Research Objectives
Research objectives are stated below:
 To analyse the impact of Pandemic on the customer service in the hospitality
industry.
 To determine the challenges that Hilton Hotels in London during the time of
pandemic.
 To evaluate potential strategies to overcome the challenges that challenges that
Hilton Hotels in London faced during the time of pandemic to enhance consumer
satisfaction.
Research Objectives

 What is the impact of Pandemic on the customer service in the hospitality industry?
 What are the challenges that Hilton Hotels in London during the time of pandemic?
 What are the potential strategies to overcome the challenges that challenges that
Hilton Hotels in London faced during the time of pandemic to enhance consumer
satisfaction?
Research Questions

Literature Review
 This is one of the most important chapter research which is mainly inclusive of
survey and analysis of secondary information and data which is important to set a
framework and base for researchers.
 In order to conduct research in a well define an effective manner in terms with this
research researcher with the help of analysing viewpoint of various author’s, online
articles and generals will enhance the in depth evaluation of the selected topic
(Bonfanti, Vigolo and Yfantidou, 2021).
 This chapter helps in understanding the selected topic in effective manner as it
plays important role in identifying relationship of work in terms of its contribution
to the topic and to other work. It helps in determining Covid-19 on Hilton hotel.

Research Approach
There are mainly two fundamental agreements of research approach which is inclusive of inductive
and deductive in order to fulfill aims and objective of present topic researcher will undertake use of
deductive approach, as with the help of this investigator is having opportunity explain casual
relationship between variable and concept.
Research Strategy
Research strategy is basically a step by step plan of action which provide direction to efforts and
thoughts is enabled researcher to conduct research in a systematic manner and further produce
quality results. There are different types of research strategy which is survey, experiment, action
research, case study, cross sectional studies and more. In order to fulfill aims and objective of
present research investigator with the help of taking advantage of survey will provide more effective
research outcome.
Research Methodology

Research Tools
 Quantitative and qualitative are two types of data collection method which allow investigator
ability to acquire appropriate data and information to fulfill research aims and objectives. In
terms with this research investigator with the help of taking use of quantitative data collection
technique will acquire appropriate data and information associated to the topic.
Research philosophy
There are mainly different types of research philosophy which is inclusive of Positivism,
interpretivism, Pragmatism and Realism with the help of which investigator can fulfill overall
aims and objectives of research. In order to fulfill present research objectives on Simsbury
investigator with the help of positivism research philosophy is aiming towards conduct proper
appropriate analysis, as it helps him supporting research in more effective manner.
Cont..

Data Collection Tools
 Primary and secondary are two types of data collection method in order to fulfill
aims and objectives of this research investigator is aiming towards to undertake use
of both the form of data collection method (Li, Yao and Chen, 2021). In context
with primary method investigator will undertake use of questionnaire in order to
collect information and data as a first hand information from selected respondents.
Main reason behind taking of this method is that it helps in offering authenticity
and up to date information. In this investigator will analyse primary data with the
help of bar and pie charts.
Cont..

Sampling
 Sampling is a technique of selecting individual members or a subset of the population to make
statistical inferences from them and estimate characteristics of the whole population. Sampling
is a process used in statistical analysis in which a predetermined number of observations are
taken from a larger population (Madeira, Palrão and Mendes, 2020). The methodology
used to sample from a larger population depends on the type of analysis being
performed.
Identifying Population and Research Site
30 respondents has been selected from employees the help of random sampling size
method. The primary advantage this method will provide to researcher is to conduct research in an
unbiased manner and also allow them to provide equal opportunity to all the selected respondents.
Cont……..

Conclusion and Recommendation
 This section of research outline the overall conclusion of the research outcomes
while analysing primary and secondary data and information in a well defined and
effective manner (Awan, Shamim, and Ahn, 2020). In addition to this in this
section certain recommendation will be offered to company which will allow them
to overcome the challenges and implement appropriate solutions. It has been
evaluated that Hilton hotel faced many challenges in terms of conducting
operations.

 Hao, F., Xiao, Q. and Chon, K., 2020. COVID-19 and China’s hotel industry: Impacts, a
disaster management framework, and post-pandemic agenda. International journal of
hospitality management, 90, p.102636.
 Madeira, A., Palrão, T. and Mendes, A.S., 2020. The impact of pandemic crisis on the
restaurant business. Sustainability, 13(1), p.40.
 Li, Y., Yao, J. and Chen, J., 2021. The negative effect of scarcity cues on consumer purchase
decisions in the hospitality industry during the COVID-19 pandemic. International Journal of
Hospitality Management, 94, p.102815.
 Bonfanti, A., Vigolo, V. and Yfantidou, G., 2021. The impact of the Covid-19 pandemic on
customer experience design: The hotel managers’ perspective. International Journal of
Hospitality Management, 94, p.102871.
References

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