Services Provided by InterContinental Hotels & Resorts
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This report discusses the services provided by InterContinental Hotels & Resorts, quality management practices, and how the hotel adapts to changing consumer preferences. It covers topics such as cleanliness, safety/security, internet, comfortable beds, lightning, and easy check-in/check-out.
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Table of Contents INTRODUCTION...........................................................................................................................1 MAIN BODY...................................................................................................................................1 Services Provided by InterContinental Hotels & Resorts..........................................................1 Quality management...................................................................................................................3 How the hotel adapts to changing consumer preferences...........................................................5 CONCLUSION...............................................................................................................................6 REFERENCES................................................................................................................................8
INTRODUCTION Hospitality industry include different types of fields such as event planning, lodging, travelling, theme parks, drink service, transportation and other additional fields. There are mainly four types of segment within hospitality sector that include Food and beverages, travel and tourism, recreation and lodging (Havlovic, 2019). Through all these sector organisations within hospitality sector offer satisfaction to customersin best effective manner. Hospitality is mainly termed as relationship among guest and guest. With all the attractive facilities entities within hospitality sector lead towards providing immense satisfaction to customers in best effective manner. Present report has been based on,InterContinental Hotels & Resorts.Organisations was founded in the year 1946 and conduct their services in Hotels industry. In this report formative discussion has been made on, services that are provided by hotel, quality management and the manner in which adopt changing consumer preference. MAIN BODY Services Provided byInterContinental Hotels & Resorts Hotels offer numerous form of services to their customers in order to effectively satisfy their needs as to further ensure their loyalty towards organisations while ensuring long term sustainablegrowth.Withthehelpofthesedifferenttypesofservicesorganisationscan effectively able to satisfy needs and demand of customers in well defined manner while ensuring more competitive advancements. Mentioned below there are some certain form of services that are duly provided by InterContinental Hotels & Resorts: Cleanliness: It is one of the most essential and important services that are required by hotels to provide to their customers in order to satisfy them in best effective manner while ensuring their loyalty towardsorganisation.IthasbeendeterminedthatInterContinentalHotels&Resorts management effectively ensure that there is highest cleanliness standards within organisation. In addition with this, they offer clean public spaces, amenities, bathrooms and bedrooms to customers in order to ensure customer hygiene. Adequate safety/ Security: It is one of the most important services that are being provided by hotel in order to ensure safety and security of customers in best effective manner.InterContinental Hotels & Resorts 1
effectively make sure that they fulfil expectations of their in terms of hefty requirement in terms of security. Thus, hotel ensure that they undertake security and diligent safety measures in order to offer safe and secure environment to their guest. In addition with this, it has been identified that InterContinental Hotels & Resorts have their personalised security and safety measures for their guest such as elderly, children and women. Along with this, it has been identified that technology acts as key essential role with the help of which hotel offer safe and environment to their customers. Internet: With the increase in digitalization customers are more tend towards having facility of internet at every place they visit. As with the use of internet they effectively undertake number of activities in best effective and time effective manner. It has been analysed thatInterContinental Hotels & Resorts offer Internet services with highest level of flexibility and connectivity. Comfortable beds: It has been identified that hotel services are very basic need.InterContinental Hotels & Resorts hotel offer best place to rest and bed with good quality along with well designed and maintenance. In addition with this, hotel also ensure that position of bed in room are according to proper circulation. Further it has been identified that InterContinental Hotels & Resorts staff undertake creativity with the decoration of blanket and pillow. It helps them to attract attention of customers in best effective manner. Lightning: Proper and adequate lightening is one of the most important and essential factor within hotel that helps hotel to attract customers in well defined manner. It has been signified that InterContinental Hotels & Resorts ensure that they attract customers with attractive bedside lamps along with improvised lightning services as to affectively enhance guest room experience. This will further aid hotel to increase their customer base by offering them attractive and elegent services. Easy Check in / Check out: It has been identified that customers nowadays are tend towards easy check in and check out. Thus, it is essential for hotel to offer easy check in and check out to their customers in order to satisfy them in best effective manner. In addition with this, it has been determined that front desk services ofInterContinental Hotels & Resorts are constantly evolving that involve pod 2
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check-ins to a personalized iPad check-in. With the help of these advanced services hotel are tend towards making their customers satisfied in best effective manner. In addition with this, InterContinental Hotels & Resorts ensure proper convenience, consistency and clear direction to their guest in order to increase their satisfaction towards organisation. By providing all these servicesInterContinental Hotels & Resorts ensure best effective satisfaction of customers. In addition with this, it has been determined that all these services are effectively developed in continuous manner as to offer satisfaction to customers as per according to their current trend and market demand. By undertaking this, company aim towards gaining long term sustainable advancements and more market share in marketplace that further aid them to attract large base of customers on best effective manner while ensuring high profitability and productivity. Quality management Quality management is a tool with the help of which organisation effectively ensure continuous improvement by undertaking positive change. It is mainly based on commitment, cooperation and stands. This approach is undertaken by InterContinental Hotels & Resorts as to effectively make continuous improvement in well defined manner: 3
Kaizen cycle for continuous improvement: Get employees involved In order to increase efficiency of each and every employeeInterContinental Hotels & Resorts is required to engage every workers within task as to effectively resolve problems and issues. With the help of this factor hotel ensure involvement of each and every employee within task that further help in execution of activities in best effective manner within given period of time (Minazzi and Panno, 2019). Find problems In thisInterContinental Hotels & Resorts is required to have widespread feedbacks from their employees and further list problems in order to resolve them in given period of time. It further aid hotel to have potential opportunities and ensure long term sustainable growth. Create a solution In order to increase work efficiency of employeesInterContinental Hotels & Resorts is required to effectively encourage employees to provide creative solutions. With the help of this hotel can effectively able to encourage idea generation within workplace structure with the help of which execution of task can be ensured in best effective manner. Test the solution Proper implementation of winning solution is required to be effectively undertaken by InterContinental Hotels & Resorts as to further ensure high end outcomes in well defined manner. In addition with this, hotel can also create pilot programs in order to undertake small steps as to effectively test out the levied solution. Analyze the results In order to provide better customer experienceInterContinental Hotels & Resorts is required to check progress at various intervals along with having a specific plan in order ton increase efficiency of work. In addition with this, by engaging ground level workers hotel can effectively able to analyse results while ensuring significant success. Standardize If overall result seems to be positive,InterContinental Hotels & Resorts are then required to implement same solution throughout the organisation. Repeat 4
It is essential forInterContinental Hotels & Resorts to repeat all these seven steps of continuous basis along with new solution in addition with new lists as to effectively tackle problems in best effective manner. How the hotel adapts to changing consumer preferences Within the confines of hospitality sector,the only thing that can be regarded to be constant is the change in trends and patterns of consumers and the method adopted by the organisations to adapt to them. Disruption is the new phase of hospitality industry. With respect to hotels, it can be said that hoteliers need to constantly take into account the emerging needs as well as demands of customers in order to avoid getting substituted by other rival firms (Sun, Tong and Law, 2017). This provides aid to hotel management in catering to the preferences of guests and stipulating services which are capable of inflating the existing marketing positioning of entity at international scale. In this regard, InterContinental Hotels & Resorts is a chain of hotels which is carrying out its operations at international scale and providing a wide array of servicestoguestssuchasaccommodation,conferencingandbanqueting,recreation, entertainment etc. The primary focus of the respective hotel over the course of time has not been upon increasing the number of gueststhat are attracted towards the hotel on a daily basis but to retain the old customers by providing them high quality services. This is aimed at enhancing the brand recall among the people so that the guests get influenced to make a visit to the premise of InterContinental Hotels & Resorts again. The ways to cater to the demands of people can be online, on-property or across a number of touchpoints. The ways in which InterContinental Hotels & Resorts tend to ensure the adaption to changing customer lifestyles and patterns are explained underneath:- Changing guest behaviour:The behavioural pattern of customers keeps on changing in accordance with the dynamic and rapidly evolving business environment of hospitality sector. To deal with this, InterContinental Hotels & Resorts conducts timely and regular market research so that they can identify the latest needs and preferences of customers and take measures to fulfil such demands in short run. Looking upon the changing patterns of customer behaviour, InterContinental Hotels & Resorts has incorporated the concept of provision of personalised services to guests. This inflates the satisfaction driven by people as a result of experiencing a 5
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stay at the hotel. Further, 24*7 room services are provided so that guests do not feel uneasy or uncomfortable at any point of time during their stay. Technology transforming the guest journey:With the passage of time, hospitality industry is now dominated by a number of emerging and latest technologies. Some of the trends in this regard which have shaped the future of this corporate sector are regarded to be cognitive computing,onlinebooking,bookingonthelastmoment,ArtificialIntelligence,mobile communication,infraredsensors,smartroomkeys,automation,digitalconferencing, entertainment on fingertips and many more. The extensive brand image and brand value of InterContinental Hotels & Resorts across the global periphery inflates the expectations of people from the management of respective hospitality enterprise. Looking upon this, the management has applied mobile as well as in-hotel technologies. With this, the rooms are now equipped with AI technology to enable guests to have best in class experience to be cherished for lifelong. Further, mobile check ins and check outs have been facilitated to ensure the savings in time of guests at the time of entering and existing the premises of InterContinental Hotels & Resorts. CONCLUSION As per the above mentioned report it has been concluded that, there are different types of services that are being provided by organisations within hospitality industry. With the help of these services hotel aim towards satisfying customers in best effective manner. In addition with this, report covers quality management with the help of which organisation effectively ensure maximumsatisfactionoftheircustomersinwelldefinedmannerwhileensuringhigh productivity and profitability. 6
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REFERENCES Books and Journals Sun, S., Tong, K.T. and Law, R., 2017. Chinese hotel guest perception of international chain hotelsunderthe samehotelbrand in differenttraveldestinations:Thecasesof intercontinental and Sheraton.Journal of Vacation Marketing,23(2), pp.172-188. Lee, A.H., Denizci Guillet, B. and Law, R., 2018. Tourists’ emotional wellness and hotel room colour.Current Issues in Tourism,21(8), pp.856-862. Minazzi,R.andPanno,A.,2019,July.SOCIALMEDIAMARKETINGINTHE HOSPITALITYINDUSTRY:THEEVOLUTIONOFEUROPEAN HOTELS’APPROACHESFROM2012TO2018.In9thADVANCESIN HOSPITALITY AND TOURISM MARKETING AND MANAGEMENT CONFERENCE PROCEEDINGS(p. 345). Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic profit perspective. Anderson, C.K. and Han, S., 2018. Indexing Hotel Brand Reputation. Adamson, A. and Dev, C., 2016. Hospitality Branding in the Age of the Millennial. Chathoth, P.K., 2016. Historical evolution of hotel chains. InThe Routledge Handbook of Hotel Chain Management(pp. 53-66). Routledge. Havlovic, S.J., 2019. European Works Councils in the Hotel Industry. InStrategic Innovative Marketing and Tourism(pp. 569-574). Springer, Cham. Roper, A., 2018. Ring the changes: the industrial evolution of the corporate hotel industry.New Vistas,3(2), pp.34-39. Jones, P. and Comfort, D., 2019. Sustainable Development Goals and the World’s Leading Hotel Groups.Athens Journal of Tourism,6(1), pp.1-14. Chibili, M., 2017.Modern Hotel Operations Management. Routledge. 8