Hilton Hotel Customer Satisfaction Analysis

This assignment delves into the crucial aspect of customer satisfaction within the context of Hilton Hotel. It investigates how effective housekeeping services contribute to customer contentment and explores various methods employed by the hotel to attract and retain customers. The analysis encompasses essential measures like gift vouchers, accommodation ease, and room services, as well as strategies for building trust and loyalty through exceptional service quality, innovative techniques, and customer feedback mechanisms. The assignment concludes with recommendations aimed at enhancing Hilton Hotel's overall performance and profitability.

RESEARCH
PROJECT

TITLE:.............................................................................................................................................2
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
1.1 Formulating and recording the possible research project outline specifications...................2
1.2 Factors that contribute to the process of research project selection......................................3
1.3 Critical review of key references...........................................................................................4
1.4 Producing a research project specification............................................................................5
1.5 Planning and procedures for the agreed research specification.............................................6
TASK 2............................................................................................................................................6
2.1 Match resources efficiently to the research question or hypothesis......................................6
2.2 Undertake the proposed research investigation in accordance with the agreed specification
and procedures.............................................................................................................................7
2.3 Recording and collating relevant data-Questionnaire Design...............................................8
TASK 3............................................................................................................................................9
3.1 Use of suitable research evaluation method for examination................................................9
3.2 Analysis and interpret results for determining original specifications..................................9
3.3 Recommendations and justification.....................................................................................18
REFERENCES..............................................................................................................................19
APPENDIX....................................................................................................................................21
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TITLE:
The impact of housekeeping services on the level of customer satisfaction and business
performance, a case study of Hilton hotel.
INTRODUCTION
Research can be considered as the most crucial element which plays effective role in analysing a
issue in appropriate manner. Research is an important tool in order to get accurate information
regarding present and potential customers need and desires to attain competitive advantages in
the marketplace. This investigation also provides information related to objectives and goals as
this helps in planning all activities and tasks to attain all targets with increased profitability
(DeGroote and Marx, 2013). The present research is based on the impact of housekeeping
services on the level of customer’s satisfaction and business performance. Housekeeping is
considered as the most essential element of services industry as this is effective in providing
various beneficial products and services to their significant customers. Hilton Hotel is the
selected organisation for this particular research report. The major purpose of Hilton Hotel is to
providing satisfactory products and services to their significant customers as to retain them for
long run of business operations.
TASK 1
1.1 Formulating and recording the possible research project outline specifications
Each research project relate with different preferences and results which assist specialist with
carrying out the task in compelling way. In this, the particular is should be decide the diagram
for setting points and targets to achieving the positive final products. Hilton Hotel is an
American multinational service industry which manages and operates a broad portfolio of hotels
and resorts. The company was founded by Conrad Hilton in the year of 1919, it is a largest hotel
industry which deals in high quality services. The research into consideration is based on the
impact of housekeeping services on the growth and development of firm. In this modern business
environment organisations are widely concern on providing high quality and fast services to their
customers as to satisfying their needs and wants (Johnston and Marshall, 2016). This creates
value in developing organisational performance at market place.
Aim of the Research: The impact of housekeeping services on the level of customer
satisfaction and business performance, a case study of Hilton hotel.
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Research Objectives:
 To analyse the importance of housekeeping services within the hotel industry.
 To Ascertain the measures which are adopted by Hilton Hotel as to providing satisfaction
to their significant customers.
 To identify the effectiveness of housekeeping services in relation to improving
organisational performance.
Research Questions:
 What is the importance of housekeeping services within the hotel industry?
 What are the essential measures that can be adopted by Hilton Hotel as to providing
satisfaction to their significant customers?
 What is the effectiveness of housekeeping services in relation to improving
organisational performance?
1.2 Factors that contribute to the process of research project selection
Company is using some type of components that are necessary to manage a research
project to gain desirable outcomes and it has become advantageous for the firm. There are some
points that have their contribution in research project is stated as beneath:
 Introduction: This can be said as the foremost part of any research project. It focuses on
every element that is discussed in brief and provides general criteria about them. This
action helps individuals to understand the research objectives in an appropriate manner.
In addition, it includes themes and subjects that are helpful in generating some thoughts
and ideas about aim and objectives (Madapusi and D'Souza, 2012). Literature Review: This segment includes all journals and books that are useful in
collecting secondary data for the required project. So, many decisions are to be based on
these literatures. With help of this, HILTON HOTEL gets to know that which technology
they can use to provide unique services to their clients. Data Collection: Gathering data is essential for a researcher in order to make all
appropriate decisions. This section helps in decision making procedure and ensures
accurate judgement building. Collection of information is fruitful in diminishing unfair
decisions.
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 Data Evaluation: This stage includes examination of collected data that was gathered in
the previous stage. Evaluation of info is important in making accurate judgements. It is
helpful in reducing the conflicts in firm.
 Conclusions and Recommendation: This section sums up entire research project while
entitling about strengths and weaknesses as well as at the time of providing some
suggestions for enhancing quality of research project.
1.3 Critical review of key references
Literature review can be defined as a segment in which views and knowledge of various
types of authors are included who throw their light on all the other aspects of research process
and help in answering all the questions of the research ion an effective manner. This is a very
effective area in which data is being examined in an effective and efficient manner and results
are being determined. The literature reviews of this research project are as follows:
What is the importance of housekeeping services within the hotel industry?
The housekeeping department is having an important role in the hotel industry because
they are performing some of the most crucial role here. Because of them the hotel is kept clean
and calm and comfortable. Basically, the main aim of the hoteliers are to provide their customers
with effective environment where they can spend some time and relax so if the environment
around them will be clean and cosy so more no. of customers will be attracted and the hotel will
be able to perform their activities in a more effective manner and satisfy their customers as well.
As per the views of Cassandra Roberts (2018), it is said that this is the responsibility of
both management and customers to make sure that the place is clean because no level of service
or glamour can get replaced with cleanliness in hospitality industry.
What are the essential measures that can be adopted by Hilton Hotel as to providing
satisfaction to their significant customers?
It can be specified that customers are the most important part of ant business because if
they will not be present then any business will not be successful in the market. In the hotel
industry, it is being said that if the guest id satisfied with the services then there are more
chances that they will their repeat guests. But it is very difficult to determine that whether the
customers are satisfied or not. According to David Brookfield (2017), some of the factors which
can be used here are:
Loyalty over time
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It is said that repeat customers are a kind of sign that the customers are satisfied with the services
of the organisation. Since there are so many hotels available in option but if the guest still prefers
to come to Hilton hotel then it means that they are satisfied.
Spending over site
Here, it is mentioned that if the customers is having a good time on the hotel and of the
hotel is offering so many other kind of amities as well so the guest will not think to spend on
these as they are enjoying their stay there. This is also a way to analyse that the customers are
satisfied with the services.
What is the effectiveness of housekeeping services in relation to improving organisational
performance?
As per the words of Satyendra (2017), it is being said that housekeeping services are
having huge impact on the performance and productivity of the organisation. The more effective
housekeeping services are. The more customers will be attracted towards the hotel. The sole
reason behind this is that each and every customer wants to stay in a clean and hygienic
environment and if the environment will be according to them then they will prefer to visit again
and again.
Because of housekeeping, the Hotel industry gets the opportunity to serve their customers
with more effective services so that they can get satisfied and visit again. With this, the company
is able to develop their profits and position in the marketplace as well.
1.4 Producing a research project specification
A research project needs to be analysed in proper manner. In context of this, researcher
has to consider all purposes and missions in adequate manner and then hypothesis would be
made. Nature of this report is very complex as it is going to address impact of housekeeping
services on the level of customer satisfaction and business performance of HILTON HOTEL. It
focuses on need of new techniques and their effects on organisation whether they are negative or
positive (Oh, Teo and Sambamurthy, 2012). Company uses novel and advance technologies to
gain competitive advantages, increased market share.
Questionnaire is a primary method of data collection that has a reliability more than any
other tool because it is to be filled by those who are shortlisted as sample for research project.
This tool increases chances of making decisions accurate and adequate by providing a safe and
secured data that rivals is not having in industry.
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1.5 Planning and procedures for the agreed research specification
To follow each activity step by step in an appropriate manner, planning is necessary that
is to be done by the marketing managers (Patel, Terjesen and Li, 2012). It is a blueprint and can
be called as an action plan for executing all operations in a proper manner so that each activity to
be completed in allotted time period with highest efficiency. For above described research
purpose, Gantt chart will be developed by management personnel that will further divide all
actions in short tasks which are helpful in evaluating the performance and objectives of HILTON
HOTEL. Gantt chart is given as below:
TASK 2
2.1 Match resources efficiently to the research question or hypothesis.
Research methodologies can be utilized as a part of research venture have such huge
numbers of impacts in working of research exercises which is directed by an expert with a
specific end goal to increase best yields. To finish all assignments in dispensed time length,
scientist must focus on underneath powers:
Investigation Type
Research can be quantitative and Qualitative. On the off chance that agent needs
particular and precise figures then he will lead quantitative research. Then again on the off
chance that he needs to gather data in regards to joy with items, fulfilment of customers and so
on. In the present research qualitative information have been utilized as they are advantageous
keeping in mind the end goal to investigate the statistical data points with the goal that viable
research results can be accomplished (Prajogo and Olhager, 2012).
Research Design
It has three sorts that are exploratory, experimental and descriptive. With assistance of
these, a researcher is to be able in completing all his tasks within limited period of time. These
all segments are part of qualitative research. The researcher has used descriptive research design
as they are valuable in order to carry put detailed study by analysing the data in detail. Thus the
designs are helpful in determining the implication of technology on enhancing overall sales of
firms.
Research Philosophy
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Two kind of idea can be utilized as a part of this kind of rationality named as positivism and
Interpritivisim. In the present investigations which are done specialist have utilized Interpritivism
theory as they are valuable so as to execute all exploration exercises in right ways. This is the
most essential strategies as the general investigation depends on subjective techniques (Trainor
and et. al., 2014).
Research Approach
This heading comprises sub points which are stated as inductive and deductive research.
Inductive tool is to collect qualitative data, which are based on the facts and the figures related
with the research work.
Data Sampling
Probabilistic and non-probabilistic techniques are to be used while collecting data
through sampling. The current research is based on purposive sampling as the questionnaire is
filled by 20 who are using the products and services of Hilton Hotel and they are the regular
customers. This is the most useful factor as it helps in knowing the view point of customers thus
there can improvement made in the products and services and this in turn results in enhancing
their overall sales and profitability ratios.
Ethical Considerations
Researcher does not need to keep data safe, as he is concerned with shortage of time as his main
problem. The researcher should carry out all the activities according to the plans and policies
formulated so there will not be any difficulties in analysing the data which are beneficial for the
study. There should be time frame policies developed so that each activity will start at
their initial time and complete in the time durations that have been assigned to them (Wales,
Parida and Patel, 2013).
2.2 Undertake the proposed research investigation in accordance with the agreed specification
and procedures.
Random Sampling: In this case, manager opts people on random basis and conducts his
research upon them. This heading includes that these people are those who can support the study
of marketing head, as per management personnel thinks.
Questionnaire: It comprises of those questions that researcher will ask to his target
sample. It is a set of approximately 7 to 8 questions which include all points that are essential to
collect data which is desirable for gaining corporation's objectives. By gathering data, Hilton
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Hotel can get the information about what their customers want and with help of this, corporation
can point out these desires directly to attain positive and required results. This project includes
20 respondents (Wang, Chen and Chen, 2012).
2.3 Recording and collating relevant data-Questionnaire Design
Questionnaire
Q1) Does the effective housekeeping services are beneficial for providing
satisfaction to the customers in Hotel Industry?
Frequency
Yes 18
No 2
Q2) What are the major benefits of Housekeeping services within the Hotel
Industry?
Frequency
Quick Response 8
Effective management 6
Clean Environment 6
Q3) What are the essential measures used by Hilton Hotel as to attracting
customers towards the firm or its offered products and services?
Frequency
Gift Voucher 5
Easy accommodation 5
Free Room services 5
Free transportation 5
Q4) For attaining the trust and loyalty of customers, which methods are
effective?
Frequency
Serving best quality services 6
Use of new techniques 4
Free sample of products 5
Feedbacks & Comments 5
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Q5) Are you satisfied with the offered products and services of Hilton Hotel? Frequency
Satisfied 17
Not satisfied 3
Q6) Does customers satisfaction is essential for increasing the revenue of
services industry?
Frequency
Agree 15
Disagree 5
Q7) What are the ways by which company can build effective relationship
with their customers?
Frequency
Social media 8
Proper communication 6
Effective management facilities 6
Q8) Provide recommendation through which Hilton Hotel can enhance their
performance and profitability.
TASK 3
3.1 Use of suitable research evaluation method for examination.
Formative assessment: It is a kind of research in which the researcher gets to learn about some
of the learning which they can use further in conducting their investigation process in a proper
manner. This is also considered effective because it will help the investigator in analysing their
strengths and weaknesses within their target market area (Wilden and Gudergan, 2015).
Summative Assessment: This is a kind is analysis which is required to be done once the whole
research project is over. After this, performed work is being compared with the set benchmarks
and is known tat the set aim is achieved or not.
3.2 Analysis and interpret results for determining original specifications.
Q1) Does the effective housekeeping services are beneficial for providing Frequency
9

satisfaction to the customers in Hotel Industry?
Yes 18
No 2
Q2) What are the major benefits of Housekeeping services within the Hotel
Industry?
Frequency
Quick Response 8
Effective management 6
Clean Environment 6
Q3) What are the essential measures used by Hilton Hotel as to attracting
customers towards the firm or its offered products and services?
Frequency
Gift Voucher 5
Easy accommodation 5
Free Room services 5
Free transportation 5
Q4) For attaining the trust and loyalty of customers, which methods are
effective?
Frequency
Serving best quality services 6
Use of new techniques 4
Free sample of products 5
Feedbacks & Comments 5
Q5) Are you satisfied with the offered products and services of Hilton Hotel? Frequency
Satisfied 17
Not satisfied 3
Q6) Does customers satisfaction is essential for increasing the revenue of
services industry?
Frequency
10

Agree 15
Disagree 5
Q7) What are the ways by which company can build effective relationship
with their customers?
Frequency
Social media 8
Proper communication 6
Effective management facilities 6
Q8) Provide recommendation through which Hilton Hotel can enhance their
performance and profitability.
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Theme 1: The effective housekeeping services are beneficial for providing satisfaction to the
customers in Hotel Industry.
Interpretation:
As per the description of the above given report it has been concluded that the effective
housekeeping services are beneficial for providing satisfaction to the customers in Hotel
Industry. 18 out of 20 people are agree with this statement as per their opinion housekeeping is
the most essential part of services industry and helps in satisfying the needs of people. 2 people
are not in favour with this statement. As per their opinion housekeeping services are not effective
for organisational growth.
12
18
2
Yes
No

Theme 2: The major benefits of Housekeeping services within the Hotel Industry.
Interpretation:
According to the above given chart it has been analysed that there are various benefits of
housekeeping services within the hotel industry. 8 out of 20 people said that it helps in providing
quick response, 6 people go with effective management and remaining people go with clean
environment.
13
8
6
6
Quick Response
Effective management
Clean Environment

Theme 3: The essential measures used by Hilton Hotel as to attracting customers towards the
firm or its offered products and services.
Interpretation:
As per the description of the above given report it has been determined that there are
various measures used by Hilton Hotel as to attracting customers towards the firm or its offered
products and services such as Gift vouchers, easy accommodation, free room services and free
transportation. These all are effective in grabbing attention of more and more customers.
14
5
5 5
5
Gift Voucher
Easy accommodation
Free Room services
Free transportation

Theme 4: For attaining the trust and loyalty of customers, which methods are effective.
Interpretation:
From the above given report it has been evaluated that customers loyalty and trust are
essential element for business growth. There are various methods which are needs to be used by
organisations as to gaining trust of buyers. 6 people go with serving best quality, 4 select the
option of use of new technologies, 5 go with free sample of products and remaining people go
with feedbacks and comments.
15
6
4 5
5
Serving best quality services
Use of new techniques
Free sample of products
Feedbacks & Comments

Theme 5: Are you satisfied with the offered products and services of Hilton Hotel.
Interpretation:
According to the above given report it has been concluded that the majority of customers
are satisfied with the services of Hilton Hotel as their experience with the firm is good and 3
people are not satisfied with the services of firm as per their opinion the service of firm are not
effective in nature.
16
17
3
Satisfied
Not satisfied

Theme 6: customers satisfaction is essential for increasing the revenue of services industry.
Interpretation:
According to the above given report it has been identified that customers satisfaction is
essential for enhancing the revenue of firm. 15 out of 20 respondents are agree with this
statement and remaining people are not agree with the same as per their opinion customers
satisfaction is not that effective in nature.
17
15
5
Agree
Disagree

Theme 7: There are various ways by which company can build effective relationship with their
customers.
Interpretation:
As per the above given report it has been determined that there are various ways by
which company can build effective relationship with their customers such as social media, proper
face to face communication, effective management facilities etc.
3.3 Recommendations and justification.
Here, it is prescribed that the customers are having a deep impact on the functions and
activities which are being performed in the hotel industry because they are the ones for whom
hotel industry is working for. It is required to be made sure that the customers are fully satisfied
with the kind of services they will receive in the organisation because then only they will be able
to earn more revenue in the market. In exchange of money a customer gets needed and desired
products which fulfil their demands and requirements. In addition to provide world class services
to customers it is must for managers to identify actual needs of clients so that they can address
them properly. Research project is very helpful in recognition of needs and wants of customers.
18
8
6
6
Social media
Proper communication
Effective management
facilities

REFERENCES
Books & Journals
DeGroote, S. E. and Marx, T. G., 2013. The impact of IT on supply chain agility and firm
performance: An empirical investigation. International Journal of Information
Management. 33(6). pp.909-916.
Johnston, M. W. and Marshall, G. W., 2016. Sales force management: Leadership, innovation,
technology. Routledge.
Madapusi, A. and D'Souza, D., 2012. The influence of ERP system implementation on the
operational performance of an organization. International Journal of Information
Management. 32(1). pp.24-34.
Oh, L. B., Teo, H. H. and Sambamurthy, V., 2012. The effects of retail channel integration
through the use of information technologies on firm performance. Journal of Operations
Management. 30(5). pp.368-381.
Patel, P. C., Terjesen, S. and Li, D., 2012. Enhancing effects of manufacturing flexibility through
operational absorptive capacity and operational ambidexterity. Journal of Operations
Management. 30(3). pp.201-220.
Prajogo, D. and Olhager, J., 2012. Supply chain integration and performance: The effects of
long-term relationships, information technology and sharing, and logistics
integration. International Journal of Production Economics. 135(1). pp.514-522.
Trainor, K. J. and et. al., 2014. Social media technology usage and customer relationship
performance: A capabilities-based examination of social CRM. Journal of Business
Research, 67(6), pp.1201-1208.
Wales, W. J., Parida, V. and Patel, P. C., 2013. Too much of a good thing? Absorptive capacity,
firm performance, and the moderating role of entrepreneurial orientation. Strategic
Management Journal. 34(5). pp.622-633.
Wang, C. H., Chen, K. Y. and Chen, S. C., 2012. Total quality management, market orientation
and hotel performance: The moderating effects of external environmental
factors. International Journal of Hospitality Management. 31(1). pp.119-129.
Wilden, R. and Gudergan, S. P., 2015. The impact of dynamic capabilities on operational
marketing and technological capabilities: investigating the role of environmental
turbulence. Journal of the Academy of Marketing Science. 43(2). pp.181-199.
Online
Cassandra Roberts.2018.Role of Housekeeping in Hospitality Industry.[Online]. Available
through:< https://www.linkedin.com/pulse/role-housekeeping-hospitality-industry-cassandra-
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roberts >.
David Brookfield.2017.4 Fundamental Metrics to Measure Customer Satisfaction.[Online].
Available through:< https://roomkeypms.com/blog/4-fundamental-metrics-measure-customer-
satisfaction/ >.
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APPENDIX
Questionnaire
Name:
Age:
Gender:
Address:
Email:
Q1) Does the effective housekeeping services are beneficial for providing satisfaction to the
customers in Hotel Industry?
Yes
No
Q2) What are the major benefits of Housekeeping services within the Hotel Industry?
Quick Response
Effective management
Clean Environment
Q3) What are the essential measures used by Hilton Hotel as to attracting customers towards the
firm or its offered products and services?
Gift Voucher
Easy accommodation
Free Room services
Free transportation
Q4) For attaining the trust and loyalty of customers, which methods are effective?
Serving best quality services
Use of new techniques
Free sample of products
Feedbacks & Comments
Q5) Are you satisfied with the offered products and services of Hilton Hotel?
Satisfied
Not satisfied
Q6) Does customers satisfaction is essential for increasing the revenue of services industry?
21