The Secret Weapons of Service: Hospitality and Guest Services
Verified
Added on 2023/06/12
|8
|1813
|128
AI Summary
This report analyzes the use of secret weapons for hospitality services, focusing on the Savoy hotel in the UK. It discusses the five essential service systems, recovery models, and the learn model. The report provides recommendations for improving services and customer retention through trends, CRM, and recovery models.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Hospitality and Guest Services
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Table of Contents INTRODUCTION...........................................................................................................................3 MAIN BODY..................................................................................................................................3 TASK...............................................................................................................................................3 Five essential service system.......................................................................................................3 Recovery models.........................................................................................................................4 Learn model.................................................................................................................................5 Recommendations........................................................................................................................6 CONCLUSION................................................................................................................................6 REFERNCES:..................................................................................................................................8 Books and Journals:.....................................................................................................................8
INTRODUCTION The report aims to analyse the use of secret weapons for the hospitality services. This industry is expanding at vast rate into the market. Due to this reason, hospitality services are in demand for all the people whether for entertainment, fun and travel. It shows that, the hospitality sector must be spontaneous and effortless for the customers while setting service standards. Every company has different rules and criteria to provide different and unique services for the customers as well as managing the brand. The report is going to wok upon the Savoy hotel which is established in UK and in the year 1889 (Naumov,2019). The company provides all the luxuriousfacilitieslikedining,accommodation,funandentertainmentandmanymore. Therefore, the report will present effective secret weapons of services which are Preparation, Execution, Guest performance, recovery and continuous improvement. MAIN BODY TASK Five essential service system The hospitality industry is known for providing high quality services and diversified activities to attract customer attention. In order to be effective, there are mainly five essential service system which helps in managing brand, satisfy customer needs and wants and create reputation into market. Customer experience is a key aim for the hospitality industry which will retain them for long time and enhance competitiveness into market. In order to provide the effective services whether for food, housekeeping, fun and entertainment,hotel or restaurant needs to keep focus on the secret elements which are not seen by the customer but involved in the company practices. These are described below: Preparation:This is the effective service system which helps in planning the product and service thatare mostly in trend. Planning and preparation is essential for hospitality sector in order to include diversified range of services at one place. Execution:The service system must execute all the prepared plans to provide customer centric services. This execution must involve effective and professional behaviour of staff, listen to customer wants.
Guest performance:Itisalsoaneffectiveperformancesystembycheckingthe performance of guest arrives at Savoy hotel. When the hotel will be able to analyse the response of client, they will make better strategies in their next visits. Recovery:Once the performance of guest will be analysed, the hotel will start practising for its recovery if the customer got unsatisfied (Johnson, , Thompson,and Paul,2022). They need to make sure to recover the failures and implement new practices for new customers. Continuous improvement:The service could only be effectivewith the help of taking continuous improvement. It will eliminate mistakes, defects and unnecessary practices from activities and lead to innovate new practices for satisfying customer. Recovery models The hospitality industry has wide operation , task ans activities which carries out in day to day practices. There are many areas that may get hamperdue to ineffective planning, poor guest experience, less brand management and many more. Every negative aspects could get solve through making plans for recovery. Many restaurants, cafe and hotel whether working on small or large level are using recovery models which helps in improving company performance. The main motive is to aware the employees about the service failure and make them encourage to respond it in effective manner. This could be done through the model described below: Apologize:The service recovery could be made possible through involving a real apology if anything has happened worst. The employees needs to grant apologies by customers for any inconvenience that have faced. This step is taken by Savoy hotel which believes in being highly customer centric. Review:The another step is to review the customers side of perspective and their complaints. By listening to them it will result in prompt improvements and creating better strategies for further activities. For example, the Savoy hotel will find the industry trend of digital technology, they need to take reviews upon site working to check whether the customers are facing any issues or not. Fix and follow up:When the employee fixes the problem or issues a customer is facing, they need to take follow up for what has done till now. Taking follow ups will help in checking the progress and learn it for using for future reference. Follows ups are necessary in the hospitality services which is used by every hotel like Intercontinental, Marriott and Savoy. These
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
hotels believe in finding each and every problem a customer is going through to eradicate them and provide good solution. Document the problem:By analysing the problem or issue, it must be in written format to find out the causes and defects (Dogru, , Mody,and Leonardi, 2018). It will help in permanently focus on the documented solution and match it with the trends for practical implementation. Learn model As per this model, the hospitality sector is required to know the overall experience of the customer during taking services. If anything happens irrelevant, it makes a poor experience for the customer which impact on the hospitality sector. Listen:As per this step, the employees of Savoy hotel needs to listen to their customers for identifying problems. It require effective listening skills to demonstrate people issues and make a fair communication. Empathize:At this point, it is necessary to look deeply in the customer's point of view before come to a solution. At this point, the managers needs to take decisions through involving both heart and mind (Mariani,and Borghi,2021). Therefore, it is required to be emotionally presentable to solve customer queries which is necessary to attract customer in this competitive market. Apologize:It becomes a necessary to apologize in sincere way. In hospitality industry, there can be different wants of customer for product and service. The employees must replace the items and apologising for giving it. It could be food related choices and other housekeeping elements. Resolve:Once an apology is made. It is required to deliver the right product and service which will resolve the customer problems. This could be done through following the service system of continuous improvement. The best model could be used by Savoy hotel in which all the apologies resolution of problems comma implementing the solutions are also being considered (Ristova, and Dimitrov,2019). These all are the part of effective services system which can be determined through preparingthe executive the plans and customer journey map. It will resolve the problems with best emotional touch and using strategies to provide the services which customer wants.
Recommendations The companies in hospitality industry is required to focus on the Trends and customer wants before planning and executing and action. For example, the Trends includes digital technology and convenient experience of stay and entertainment is all must be effective. Their food the Savoy hotel is to involved digital technology by ascertaining expectation knowledge and give all the rights to data security and consent. It will not lead to any mistakesandthecompanywillachievebestservicessystemstandardsintotheir operations. The Secret essential of service system involve guess performance and recovery which is crucial to written the customers happy and not unsatisfied. My regular checking on finds performance through AI and taking feedbacks would be easy to analyse their actions and prepare for improvement. This technology's are also in trend which would help in analysing competitiveness and get benefit of taking advantage to the arrival strategy. The hospitality industry would provide great services through apply applying recovery models that will help in find the problems and recover it with replacing the unwanted freedoms and services through the desired once of the customers. It will reciprocate the negative impact and the customers will feel well used and listen. This strategy is most appropriate for Savoy hotel to maintain their luxurious presence and make apologies for any mistakes happened intentionally or unintentionally. The Trends also includes about CRM approach in which the companies maintain relations with customers by asking to their query problems and finds the need for improvement as per the data collected. CONCLUSION The report has concluded that the service organisations have best weapons to create standard and manage the brand at global level. The services could not be seen or touch but can be felt so it must be more effective rather than the products. The main essential points of service system are preparation execution, recovery, guest performance and continuous improvement. It has analyse that all these service systems are presented to plan an execute the strategies by checking guest
actions and find the needs for improvement. This would be done through the recovery models that has analysed in this report which shows apologies comma empathy and recovery will eliminate negative aspects andassure customer retention.
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
REFERNCES: Books and Journals: Naumov, N., 2019.The impact of robots, artificial intelligence, and service automation on service quality and service experience in hospitality. emerald publishing limited. Johnson,E.M.S.,Thompson,E.G.M.andPaul,N.I.,2022.Preparingthepost-pandemic workforce for the cruise and hospitality industry.Worldwide Hospitality and Tourism Themes. Dogru, T., Mody, M. and Leonardi, C., 2018. Blockchain technology & its implications for the hospitality industry.Boston University. Ristova, C. and Dimitrov, N., 2019. Digitalisation in the hospitality industry-trends that might shape the next stay of guests.InternationalJournal of Information, Business and Management,11(3), pp.144-154. Mariani, M. and Borghi, M., 2021. Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics.International Journal of Contemporary Hospitality Management.