Hotel Services and Quality Management of Holiday Inn

This report discusses the hotel services and quality management of Holiday Inn, a leading company in the hospitality sector. It explores the different services provided by the company and its approach to meeting consumer preferences. The report also examines the impact of these changes on guest services management.

Report

Table of Contents
INTRODUCTION...........................................................................................................................1
Hotel services as well as quality management of Holiday Inn...................................................1
How hotel should adopt to changes in consumer preferences....................................................4
How these changes will impact on guest services management.................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Hotel management is very important for performing all activities in effective manner in
order to achieve desired goals. Hospitality is a very large industry and it is providing wide range
of services to customers (Bharwani and Jauhari, 2017). This includes different services such as
food, restaurant, bars, hotels and many more. Company chosen for this report is Holiday Inn.
This company was established in 1952 and founder of this organisation is Kemmons Wilson.
This is one of the largest British owned hotel chain. This company is providing high quality
products and services to different part of the world. Headquarter of Holiday Inn company is
located in Buckinghamshire, United Kingdom. This report consist of different types of services
provided by chosen company as well as quality management. It includes different ways which
needs to be adopted by company as per the changes in preferences of consumer. Apart from this
impact of changes on guest service management is also identified.
MAIN BODY
Hotel services as well as quality management of Holiday Inn.
Holiday Inn company is one of the leading company which is dealing in hospitality
sector. This company is providing different products and services to different area of the world.
This is well known company which is offering different types of services to customers as per
their preferences. Holiday Inn company have range of hotels which world wide and its is
recognized for its high quality services. It has strong brand image which is majorly known for its
lodging services world wide (IHG, 2019.). Holiday Inn company has developed its image as it is
providing comfortable space to customers where people can relax and enjoy their times. This
company is also full filling needs and wants of travellers which will help in meeting with their
expectations for the company services. Holiday Inn company has approx 5,795 hotels all over the
global which consist of more than 8,64,699 hotel rooms (Holiday Inn, 2019). This organisation
has developed its image in market by providing high quality services to customers
Holiday Inn company is working to full fill needs of customers as well as earning more
profits for the business (Bowie and et.al., 2016). This company is completely focusing on
unlocking new and creative way in which they can successful implement as well as execute its
strategies. These strategies are helpful in full filling goals and objective of Holiday Inn company
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as well as accelerating its growth. Strategy of Holiday Inn company is working on strategic
model that is set out approaches for respective business to for achieving long term growth and
sustainability in business. Brand portfolio of Holiday Inn company needs 16 brands which is
serving it range of product and services to all around the world. This company is providing
various facilities to customers which is helpful in meeting with their expectation as well as full
fill their basic requirement. Facilities which are provided by Holiday Inn company are mention
below. This company is providing exclusive services to customer which includes bedrooms,
Olive tree restaurant, conference and meeting area, Revive Leisure club and wedding facilities.
 Bedrooms: This company is providing different types of hotel room as per the
preferences of customers. These rooms are very stylish as well as provide comfortable
place to stay. For Holiday Inn company meeting with guest preferences is most important
and they try to provide high quality room services (Davis and Horney, 2015). It is
offering variety of rooms to suits which is specially developed for meeting needs of
different customers. Most of the rooms of Holiday Inn company combines well furnished
room area which consist of contemporary interiors for its customers.
 Conferences and meetings: Holiday Inn company is providing space to offices in which
that can conduct their office meetings as well as conference. This company is providing
different product and services to other companies and offices. This type of facilities
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includes conference meeting room that is specially developed for official meeting.
Holiday Inn company is also providing additional facilities and services to clients such as
digital projector, Wi-Fi, white board, microphone and many more.
 Revive Leisure club: This is one of the most relaxing area for customers. Holiday Inn
company is offering revive leisure club facilities to its potential customers which consist
of swimming area, gym area and many other facilities. This type of area consist of
different equipment and services that is beneficial for health of customers. In these area
customer can enjoy with its family and friend as well as spend memorable time which
them.
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 Weddings: Holiday Inn company is providing wedding facilities to its customers. In this
service, Holiday Inn in full fill each and every requirement of its clients in order to make
the day more special. It is providing area to customers in which they can conduct its
wedding ceremony as well as get together with family and friends. Holiday Inn company
is providing high quality services to customers by providing all the arrangement of
wedding.
How hotel should adopt to changes in consumer preferences.
Holiday Inn company is providing its product and services in highly competitive
environment and it is essential for this company to adopt changes in its business process as per
needs and wants of customers. Consumer preferences refers to taste and choose of customers in
order full fill their need and requirement (Dzhandzhugazova and et.al., 2016). It is essential for
this company to develop its products and services which lead to achievement desired goals. It is
essential for Holiday Inn company to understand as well as evaluate customers need and than
develop its services so that requirement of customer can be timely full filled. Hotel should adopt
changes in consumer preferences as this will lead to accomplishment of set objectives. Changes
in consumer preferences will have huge impact on business and it is essential for adopt changes
in positive manner. There are different ways though which respective company can adopt
changes in consumer preference as well as meet to customer requirement. Various ways though
which Holiday Inn company can adopt to changes are mention below. Hotel operations – Holiday Inn company have to perform various functions and it is very
important for this company to change its operations as per the market changes. There are
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many new and emerging trends in market are which affect the chose and preference of
customers. By adopting changes in business operation as well as working in more
effective and efficient manner company will be able to meet with the requirement of
customers. It is essential for respective company to timely enhance its operation system
and provide better services to potential customers. Food and restaurant services – Food and restaurant services are one the most crucial
product and services of customers. This will be very helpful in attracting customers
towards organisation. It is very important for Holiday company to produce as well as
display food product as per needs of customers. In today's life, customers are more tend
towards healthy and nutrition product (Gibson and Parkman, 2018). So Holiday Inn hotel
have to develop products which is as per customer preference so that they can successful
meet with customers requirement. Customer services – Holiday Inn company is majorly known for its high quality
customer services. Hospitality includes consist of many hotel which is providing product
and services to customers and it is essential for respective company to attract more and
more customer towards their business. This could be only possible when they are meeting
with customers requirement and able to provide services which will lead to customer
satisfaction. Holiday Inn company needs to adopt necessary to adopt changes as per new
market trends.
 Technology – This is majorly related to new and innovative technology which could be
used by company to performance business activities. There are various tools and
techniques that will help company to perform business activities in more effective
manner (Hendrickson, 2016). Holiday Inn company needs to adopt more updated and
modified technology in its business process so that they can perform activities smooth.
Nowadays customers also prefer advance technology in customer services.
How these changes will impact on guest services management.
Guest service management refers to all those services that is offered by company in order
to provide better services to customers. Manger of Holiday Inn company needs to develop better
strategies for effectively managing guest services. It is important for respective company to
develop better product and services for its customer in order to have positive impact over
organisation. By adopting changes as per customer preference company will be able to develop
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strong and positive impact in market. This will have direct impact over the company as well as
business activities. Holiday Inn company will be able to provide better product and services to
customer by adopting changes in it business operation. It is essential for company to have
complete knowledge and understanding about customer preferences so that they can offer
services according to its. This will have positive impact over business and they will be able to
attract more and more customers towards their business. Influence of changes in customer
preferences over guest management services of Holiday Inn company is mention below in detail.
Improvement in customer experience: Analysing as well as implementing change in
Holiday Inn company as per the preferences of customers will help in enhancing the experience
of customers. Respective company will be able to enhance its new tools and technology in its
business operation as well as help in effective and efficient functioning of business (Manhas and
Tukamushaba, 2015). Adopting changes as per customer requirement will have positive impact
on business as they will be able to meet with customers requirement.
Effective utilization of technology: Customer want new and innovation technology in
their guest services. So company will have to use advance and modified technology in its
business process. This provide an opportunities to Holiday Inn company to effectively utilize
technology in perform business activities such as guest services in more better manner. This
company will be able to use high technology in check in and check out services. This will help in
attract more customers as well as providing convenient services to them.
Better operation services: this will help company to operate it services in more effective
and efficient manner as well as successful achieve desired goals. By adopting changes as per the
preferences of customer Holiday Inn company will be able to adopt better operation services as
well as accomplish set goals (Ong and Wookey, 2017). This company will provide better guest
services to its potential customers as well as help in full filling their requirement from respective
company. This company needs to improve its hotel room services as well as provide better
facilities to them.
CONCLUSION
From the above report it can be concluded that companies which is dealing in hospitality
sector needs to adopt different tools and techniques in order to provide better services. Hotel
industry is a very vast sector and it consider of many companies which is providing product and
services in this sector. It is essential for company to manage its services in effective manner as
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well as full fill requirement of customers. Business has to develop strong business strategies
which will have positive impact over organisational activities. It is significant for hotel to
manage its quality of services so that can meet with the requirement of customer. It is important
for hotel company to implement its business activities as per the changes in guest services
management. This will help organisation to develop better and strong relationship with
customers and improve its brand image. Company will be able to achieve desired goals and
objectives by performing task as per customer preferences.
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REFERENCES
Books and Journals
Bharwani, S. and Jauhari, V., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing
and Consumer Behavior (pp. 159-185). Apple Academic Press.
Bowie, D. and et.al., 2016. Hospitality marketing. Routledge.
Davis, T.R. and Horney, N., 2015. Guest feedback and complaint handling in the hospitality
industry. In Proceedings of the 1988 International Conference of Services
Marketing(pp. 246-260). Springer, Cham.
Dzhandzhugazova, E.A. and et.al., 2016. Innovations in hospitality industry. International
Journal of Environmental and Science Education. 11(17). pp.10387-10400.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Hendrickson, B.M., 2016. System and method for improving customer wait time, customer
service, and marketing efficiency in the restaurant, retail, hospitality, travel, and
entertainment industries. U.S. Patent 9,390,424.
Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its impact on
brand image in hospitality sector. International Journal of Hospitality Management. 45.
pp.77-87.
Ong, D.T. and Wookey, J.M., Guest Tek Interactive Entertainment Ltd, 2017. Allowing guest of
hospitality establishment to utilize multiple guest devices to access network service.
U.S. Patent 9,608,998.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service and
experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
Van der Wagen, L. and Goonetilleke, A., 2015. Hospitality management, strategy and
operations. Pearson Higher Education AU.
Online
IHG. 2019. [Online]. Available through:<https://www.ihgplc.com/en/about-us/our-strategy>.
Holiday Inn. 2019. [Online]. Available
through:<https://www.hospitalitynet.org/brand/23000048.html>.
Holiday Inn. 2019. [Online]. Available
through:<http://hitelfordhotel.com/facilities/weddings/#group_1323-12>.
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