Services provided by hotel, Quality management, strategies used by hotel to adopt consumer preferences and impact of changes on guest service management

This report provides an overview of the services provided by a hotel, the quality management strategies implemented, the strategies used to adopt consumer preferences, and the impact of these changes on guest service management.

REPORT

TABLE OF CONTENTS
INTRODUCTION...............................................................................................................3
MAIN BODY.......................................................................................................................3
CONCLUSION...................................................................................................................8
REFERENCES..................................................................................................................9

INTRODUCTION
Hospitality is basically the relationship which the host and the guest share and involves
providing the better services to them. The management of various activities of the hotel involves
the understanding of hospitality and its aspects. Marriott international is a multinational
hospitality comp nay being established in 1972 and headquartered in Maryland, U.S. It has a
large portfolio which consists of large number of rooms and other luxury amenities.
This report gives a brief about Services provided by hotel, Quality management,
strategies used by hotel to adopt consumer preferences and impact of changes on guest
service management.
MAIN BODY
Services provided by hotel
The Marriott hotel is well-known for its wide range of services provided to the
consumers. The various services provided are
Food and beverage services
The hotel provides its customers with world quality food as well as have a separate
restaurant where the guests can have their food form breakfast to the dinner at minimal price.
Besides this, the hotel have an isolated coffee shop for their guests to have beverages of all the
cultures. The restaurant has well-designed ambience which eventually attracts the large number
of guests. Along with this, the hotel also provides the outside catering services for large number
of events like wedding, party, anniversaries etc. (Yang and Mattila, 2017). The restaurant of the
hotel consist of wide variety of food and thus is multi cuisine. The main USP of this restaurant is
that it provides food of all the cultures and thus the customers can take the benefit of numerous
dishes from across the world.
Room services
This is the another important services provided by the hotel which ranges from simple to
luxury rooms. The hotel has different types of rooms ranging from customer to customer. The
hotel has around more than 1000 rooms. Among these, some are simple rooms, some are
luxury rooms while the other are premium rooms as per the need of customers. The room
service remains open 24×7. The hotel has a separate provision for the booking of rooms for
various events like business conferences, wedding, party etc.
Fitness services
The hotel has a separate gym and fitness Centre where the guests can in the morning
maintain their physique. Besides this, the hotel have a health club which contains all types of
equipment in order to do the physical exercise. The club has a central workout area consisting

of free weights, dumbbells, barbels etc. Along withy this, there is an exercise theatre which
consists of the cardiovascular related machines and equipments like rowing machine, treadmills
etc. In addition to theses, there is also the separate health advisor who continuously advises on
the various tips for health to the guests (Almanza, 2019).
Spa services
The most essential feature of the hotel is that it provides spa and relaxation services to
the guest. This hotel provides more than 20 spa treatments which rejuvenates the experience
of the guests and thus have a unique and beautiful waterfront spa. This spa is situated right
above the water. The spa consist of the spa therapist which provides a range of holistic
treatments and thus combine the natural products along with innovative approaches well as
massage techniques.
Car rental services
The hotel provides its guests with the separate car as well as two-wheelers through
which the guests can travel to different locations in the city at the minimal cost. The hotel
providers more than 50 four wheelers and around two-wheelers for the customers. The hotel
charges the amount which is based on the kilometres travelled by the guests. Besides this, the
hotel has its own bus service for a group of people to travel (Chetta and et.al.,2017).
Quality management
The hotel Marriott is continuously involved in improving their quality level and thus
satisfies their customers by fulfilling their expectations and making them gratified. Hotel
understands the importance of the customers and thus periodically engage in various activities
and strategies to improve their quality and serving the customers better.
Online marketing
The Marriott hotel uses the various online marketing tools like online survey, feedback
which helps them to improve the quality of their services and products. The hotel conducts the
online survey on their website to know the needs and demands of the customers (Gallarza and
et.al.,2015). Hotel has separate page on its website where the customers rate the quality of
services and thus shares their experience. Based on this, the hotel comes to know the
expectation of the customers and thus makes improvement in their quality of services as well as
products. Besides this, the hotel also conduct extensive market research and collect feedback
from the customers which helps them to know the current market trends and needs of the
customers. Therefore, this online marketing tools assist hotel to improve their quality and gain
an edge over the competitors.

Hiring the potent staff
Another Most important strategy which Marriott hotel uses in order to improve the quality
of their services and products and inculcate a culture of continuous improvement. The hotel is
continuously engaged in hiring the most talented and skilled staff and employees who have the
ability to provide the best quality services to their customers. The Marriott hotel have an
intensive selection and recruitment strategy which helps them to select only the best
employees. Besides this, they maintain a strict discipline in their hotel for the employees
regarding serving the customers. This disciplinary actions eventually results in better quality of
services to the customers. The effective hiring method consist of the strict policies which helps
the hotel management to regularly keep a check on the quality of the hotel. The highly skilled
and managed employees at the end greets the customers in mots influential way and thus
resolve all their complaints quickly leaving behind their better experience (Yang and Mattila,
2016).
Total quality management
In order to maintain the best quality and bring a continuous improvement in the level of
quality, Marriott hotel applies a wide rand of tools like Total quality management. Through this
tool, the company is able to achieve the excellence by improving every aspect of the services
ranging from check-ins to check-out. Through the use of technology, the hotel make it easy for
the customers to easily book the rooms and other facilities. The hotel has a different total quality
management team which looks for the various tangible and intangible aspects in order to
improve it. They are involved in the proper maintenance of lobby area, maid, cashier etc. which
eventually helps to serve the world-class services to the customers (Litvin, Goldsmith and Pan,
2018).
Strategies used by hotel to adopt consumer preferences
In order to retain their customer and attract more and more customers, the Marriott hotel
adopts various strategies in accordance with the changing consumer preferences and demands.
Online booking
Since the emergence of globalization, more and more consumers have become
technology driven thus in this changing scenario, the hotel adopts to this change by applying
various tactics. Large number of consumers now wants to visit the hotels which provide them
the online services like online room booking, online transaction etc. Thus, to fulfil this need of
the consumers, Marriott hotel has come up with the online platform and its own app where the
guests can easily book the rooms according to their preference (Bowie and et.al.,2016). Besides

this, their app also gives a look to the customers of the ambience of the room through which the
customers can easily select as per their requirement.
In-room technology
With the advent of technology, the consumer preferences has taken a drastic turn and
thus now wants to control the various aspects of rooms according to their need. In order to
maker the experience of guests different, Marriott hotel has made the use of iPods as well as 3-
D technology through which the customers can easily control the various things as per their
need like air conditioner, TV etc.
Sustainable products
With the need for better technology, the customers has also become more aware of the
sustainable products and thus wants the products which are highly environmental friendly. In
this context of the changing consumer preferences, Marriott hotel has made a large amount of
improvements in their operations like the lighting system or the boilers are used in such a way
that it reduces the emission of harmful gases and thus conserves it. Besides this, the
consumers now has shifted their preferences to more clean products which doers not contain
any harmful chemicals and is free of contaminants. Thus, in view of this, Marriott hotel gas also
shifted their focus to the products which are made up of the natural cleaners as well as bio-
based oils (Lee and et.al.,2019).
Quality in food
Nowadays more and more consumers wants to visit the hotel which provides them the
quality food which is highly safe as well as hygienic. Their preference from oily and fast food has
change to more healthy and organic food which will keep them fit and will contain less oil. Thus,
to fulfil this demand, Marriott hotel has begun to serve the food which is highly organic and
contains the ingredients from natural sources as well as are plant-based.
Impact of changes on guest service management
Positive impact
The various changes which the hotel brings in order o fulfil the needs and demands of
the customer eventually results in the better customer satisfaction and better management of
the guest service. Upon conducting the feedback from the customers, the hotel came to know
the various preferences of the customers like better online technology thus when the hotel
improves its services in accordance these preferences then it eventually leads to more
immigration of customers in hotel. More immigration means greater revenue generation and
hence the high profitability ratio (Kim and Law, 2015). For example, the increasing demand of
the consumers for online booking has enabled the hotel to inculcate the wide platform of

technology and thus when the customers will find that the hotel have fulfilled their preferences
then their satisfaction level will automatically increase, and they will visit the hotel more
frequently.
The various changes eventually increases the experience of the guests, and they leave
the hotel happier. As the customer preference has shifted to more organic and healthy food thus
this affects the guests in more positive way. When they find that the hotel serves the healthy
food as well as have well-trained chefs who comply the food standards strictly then this will
ultimately increase their loyalty towards the hotel, and they will have the great experience. This
will also help hotel to increase their position in market as happy customers will also influence
others to visit the hotel through word-of-mouth.
In accordance with the customer preference, as the hotel has bought changes in their
technology and shifted their operations towards more innovative products thus this will attract
more and more customers. When the hotel provides the sustainable products like friendlihood
cleaning supplies, reuse linens, environmental friendly water dispensers then the guest will form
a good image of the hotel in their mind (Tresidder, 2017). This will not only provide the guests
with the cleaner environment but will also raise their satisfaction level, and they will want to
engage more and more in the activities of hotel. This increasing satisfaction level will make
guests to visit the hotel more often and thus will make their experience unforgettable.
Therefore the various changes bought about by the hotels eventually helps to manage
the guests effectively and also helps the hotel to serve their guests better. A highly reputed hotel
making changes according to the consumer preference will at the end Arcata more and more
guests. On the other hand, when the guests find the ambience of the hotel as well as the other
things according to their need, then this makes their loyalty towards the hotel more intense, and
they leave the hotel without any complaints. These all changes make the customer more
gratified and thus increases the level of their pleasure as they find everything suitable as per
their preferences and expectations.
Negative impact
Although these various changes impacts the consumer experience in positive way but
somewhere it also affects them in negative way. Dude to the use of advanced technology like
online booking, there remains the chances of fraud and can have affected the experience of
consumers in negative way. As consumers books rooms online and make the transaction thus
there may be chances that their personal information get stolen due to various malware and
trojans. This will create a negative image of hotel in the minds of consumers and thus will
reduce their satisfaction level. Besides this, Sometimes the use of sustainable products which

are made of bio-based oils also disappoints the consumers. Like some consumers have the
perception that bio-based oils which are used for cleaning are against their ethics as it is made
of the animal fat. Thus, when hotels use this oil for cleaning then it eventually dissatisfies the
customers, and they sometimes avoid visiting the hotel which are against their values.
CONCLUSION
It has been summarized that there are various types of services which the hotel provides
to its customers like accommodation services, fitness services, food and beverage etc. that help
them to serve the guest better. In order o improve the quality if services, hotel adopts various
strategies like online marketing, hiring the skilled employee which helps them to offer world
quality services to guest. In accordance with the changing preferences of the consumers, hotel
uses wide variety of methods like online platform, quality in food which helps the to fulfil their
preferences. These changes eventually increases the satisfaction level of customers, and they
visit the hotel more often.

REFERENCES
Books & Journals
Almanza, B.A., 2019. What Disgusts Consumers in the Hospitality Industry: The Consumer
Reaction to Environmental Contamination Model. Journal of Hospitality & Tourism
Research. p.1096348019840790.
Bowie, D and et.al.,2016. Hospitality marketing. Routledge.
Chetta, M.H and et.al.,2017. A Qualitative Model for Customer Behavioral Decisions and
Satisfaction in the Hospitality Industry. Journal of Management and Innovation.3(2).
Gallarza, M.G and et.al.,2015. Value dimensions in consumers’ experience: Combining the
intra-and inter-variable approaches in the hospitality sector. International Journal of
Hospitality Management.47. pp.140-150.
Kim, H.H. and Law, R., 2015. Smartphones in tourism and hospitality marketing: A literature
review. Journal of Travel & Tourism Marketing.32(6). pp.692-711.
Lee, H and et.al.,2019. Consumers’ prestige-seeking behavior in premium food markets:
Application of the theory of the leisure class. International Journal of Hospitality
Management.77. pp.260-269.
Litvin, S.W., Goldsmith, R.E. and Pan, B., 2018. A retrospective view of electronic word-of-
mouth in hospitality and tourism management. International Journal of Contemporary
Hospitality Management.30(1). pp.313-325.
Tresidder, R., 2017. Servicescapes for hospitality and tourism consumers. In The Routledge
Handbook of Consumer Behaviour in Hospitality and Tourism (pp. 443-449). Routledge.
Yang, W. and Mattila, A.S., 2016. Why do we buy luxury experiences? Measuring value
perceptions of luxury hospitality services. International Journal of Contemporary
Hospitality Management.28(9). pp.1848-1867.
Yang, W. and Mattila, A.S., 2017. The impact of status seeking on consumers’ word of mouth
and product preference—A comparison between luxury hospitality services and luxury
goods. Journal of Hospitality & Tourism Research.41(1). pp.3-22.