This report discusses key considerations for the hospitality industry, including customer service standards, corporate culture, and the 5 service systems. It also provides recommendations for improvement.
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Contents Introduction................................................................................................................................3 Main Findings............................................................................................................................3 Customer service standards....................................................................................................3 Corporate Culture...................................................................................................................3 The 5 Service Systems...........................................................................................................4 Execution................................................................................................................................4 Guest Preference and experience tracking.............................................................................5 Recovery................................................................................................................................5 Continuous Improvement.......................................................................................................6 Recommendations......................................................................................................................6 Conclusion..................................................................................................................................6 Reference List............................................................................................................................7
Introduction The given report document includes key consideration to working under hospitality industry is being taken into consideration. The hospitality industry is a sub-category of the service sector. Travel and tourism, leisure, housing and food and drinks are the four primary areas that make up pillars for the hospitality business. The hospitality industry encompasses all four of these market segments(Denizci Guillet, Kozak and Kucukusta, 2019). The hotel sector is entirely dependent on the services it offers and provides to its various clients. In order to give excellence in services to the company's customers, it is critical that they ensure that the customers are satisfied and pleased with the company's performance. It is critical for the organization to ensure that their services are always improving and that they are building a loyal consumer base(Golubovskaya, Solnet and Robinson, 2019). Main Findings Customer service standards Customer service standards provide an effective platform for a business firm that guides productive workings at the hotel firm. The grading systems in the hotel firm define the differential quality standards of the hotel firm. This quality standard of the hotel firm is being derivedthroughtakingintoconsiderationseveralcomponentsincluding;services, cleanliness, bedrooms, bathrooms, food and hospitality(Hussain, Al-Aomar and Melhem, 2019). In addition to this, hotel firm i.e.,Accor hotelsconsider the use of a grading system that helps managers of the firm to position them in the business market. As per the grading system of the respective hotel firm following table shows the criteria under which score from 1-5 is being given for which 1 highlights lowest and 5 highlights excellent service provided by the hotel firm; ScoreQuantitative measurementQualitative measurement ONE STAR30%-46%Acceptable TWO STAR47%-54%Average THREE STAR55%-69%Good FOUR STAR70%-84%Very good FIVE STAR85%-100%Excellent
Corporate Culture The term culture refers to a defined standard that is being followed at the workplace through which various activities of the corporate firm are being regulated. This enables better coordination of business tasks and enables with effective operations at the workplace. The stated term relates to existing customs, ideas and social behaviour for various individuals in a society. By taking into consideration operational working atMarriottsmanagers of the hotel firm operates its variety of operational tasks through which social as well as cultural objectives of the firm is being accomplished(Kabadayi and et. al., 2019). This includes seeking to guideline of culture in learned and culture is shared. Under the evaluation of the concept learning of culture for the hotel firm is progressed through peers, families, media and institutions. This enables hotel firm to form part of employee hiring process that takes various cultural believes, norms and values within a cultural society(Kim, 2018). The 5 Service Systems Preparation To provide excellence in services to the business's customers, the firm strives to prepare itself beforehand so that they may act proactively according to the customers' tastes and preferences. This assist various hotel managers in upholding the company's stated standards for attainment of desired goals. It is critical for the organization to plan ahead of time in order to avoid any unexpected or last-minute delays. This will assist the firm in quickly responding to the industry's anticipated and predictable dangers. While providing services, it is critical for the organisation and its employees to have empathy and patience (Thakur, 2022). The corporation may install key skills in its personnel by providing relevant training structures that are valuable to them. In addition to this, it aids hotel firms to operate in a competitive business market and deliver the quality of services to their customers. It also set the stage in which the business must prepare for any specific requests from clients. It will assist the organisation in planning for such services or demands before the visitors’ arrival. It is the first step a business may take to deliver excellent service to its clients(Tortorella and et. al., 2020). Execution The hotel firm in this stage carry out the planned services in front of the clients. It might include various particular services that consumers have requested or any other services that the firm wants to deliver to clients as a token of its appreciation. If these services are
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performed appropriately, clients will be happy and will promote positive word of mouth about the hotel. It will assist the hotel in improving its brand image and ensuring that the firm develops a strong loyal client base(Kolb, 2018). Guest Preference and experience tracking For the given stage corporation must consistently monitor client preferences in order to ensure that they are functioning in accordance with industry trends and offering quality services to the firm’s valuable customers(Harrington and et. al., 2019). The first and most important thing a corporation can do is determine the preferences of its clients. It will assist the company in ensuring that they are working in accordance with industry trends and that the customers enjoy the company's work, this will aid the company in retaining customers and building a customer base, both of which are necessary for the company to survive and grow in the industry.Another responsibility that the organization must complete is to ensure that they keep track of consumer experiences. Customers might be encouraged to fill out feedback forms or conduct surveys to help the firm maintain track(Buchanan and Huczynski, 2019). It will assist the firm in identifying services that are not required, services that cause the company to lose money, or services that do not provide value to consumers, services and those that provide high value to customers, or services and thus, provide the company with a chance of success(Shen, Lever and Joppe, 2020). Recovery Listen: The first stage includes a series of activities that pays close attention to the problem they have or are having. The managers atHyatt hotellisten to the difficulties of clients or visitors and then analysing the sources of that problem, one must be an active listener. It is critical for the organisation to comprehend the difficulties of its consumers and to devise strategies for resolving those issues(Greiner and Goh, 2021). Emphasis: After the hotel employee or representative has listened to the clients' difficulties, the provided stage ensure that the staff delivers the message that they are on their side and that they understand the challenges that the customers are facing. One of the most fundamental aspects of the rehabilitation process is empathy. Apologize to the consumer: The next step is to express regret to the customer. No matter what the issue is or who caused the error, once the employee has listened to the client's complaint regarding the hotel's services, it is critical that the representative apologize to the consumer for the experience that the customer or visitorhad(Alves, 2022).
Nurture: The final phase in the firm's recovery plan is to ensure that the company nurtures the client and that the fixed problems of the customers are personally verified to ensure that the consumer is pleased and no longer unsatisfied. The person must pay particular attention to the problem and ensure that they are present when the customers leave so that they can guarantee that the customer's experience was positive and that they no longer have any issues with the services(Doggrell, 2020). Continuous Improvement Plan: It aids the firm in determining the required change and planning for it in advance. It will assist the organization in ensuring that it is ready for any eventuality and will not compromise on offering services to clients. Do: This will assist the organization in achieving small-scale change. It has a minor influence on the firm's operations, and if it proves to be successful, the organization can move forward with more significant adjustments. Check: This step will assist the organization in evaluating the outcomes of the adjustments that have been made. Act: For the respective stage for enabling continuous improvements effective changes in operational working at the workplace are being taken into consideration. The provided stage covers effective strategies being derived to overcome any loophole faced by the hotel firm(Noam, 2018). Recommendations On the basis of above discussion following are the recommendations which can be provide. The provided recommendations are subjected towards bringing in effective changes in operational structure and accomplishment of desired goals of the hotel firm; Market research: The managers ofMarriotts, are recommended to perform frequent market researches in firm’s operational market. This would help them to raise corporate social culture awareness and ensure a better brand image in the given marketplace. Customer engagement/ communication: The operational authority atHyatt hotelis suggested to develop better relations with its customers through enabling effective communication. It would help the firm to display accountability and earn the loyalty of customers towards the company’s brand.
Conclusion According to the findings of the research, it is critical for the organization to ensure that they are following a service pattern that will enable them to provide the finest and equitable services to their clients. It is vital for the firm to please its clients and ensure that their satisfaction with the company's services is maintained. It is critical for the firm to keep its clients and to answer their difficulties in accordance with their needs.
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Reference List Books and Journals Denizci Guillet, B., Kozak, M. and Kucukusta, D., 2019. It’s in the air: Aroma marketing and affective response in the hotel world.International Journal of Hospitality & Tourism Administration,20(1), pp.1-14. Golubovskaya, M., Solnet, D. and Robinson, R.N., 2019. Recalibrating talent management forhospitality:ayouthdevelopmentperspective.InternationalJournalof Contemporary Hospitality Management. Hussain, M., Al-Aomar, R. and Melhem, H., 2019. Assessment of lean-green practices on the sustainableperformanceofhotelsupplychains.InternationalJournalof Contemporary Hospitality Management. Kim, M., 2018. An inquiry into the nature of service: A historical overview (part 1).Design Issues,34(2), pp.31-47. Tortorella, G.L., Fettermann, D., Cauchick Miguel, P.A. and Sawhney, R., 2020. Learning organisationandleanproduction:anempiricalresearchontheir relationship.International Journal of Production Research,58(12), pp.3650-3666. Buchanan, D.A. and Huczynski, A.A., 2019.Organizational behaviour. Pearson UK. Doggrell, K., 2020.Checking Out: What the Rise of the Sharing Economy Means for the Future of the Hotel Industry. Bloomsbury Publishing. Noam,E.,2018.Beyondthemogul:Frommediaconglomeratestoportfolio media.Journalism,19(8), pp.1096-1130. Kabadayi, S., Ali, F., Choi, H., Joosten, H. and Lu, C., 2019. Smart service experience in hospitalityandtourismservices:Aconceptualizationandfutureresearch agenda.Journal of Service Management. Thakur,A.,2022.Sensor-BasedTechnologyintheHospitalityIndustry.InMobile Computing and Technology Applications in Tourism and Hospitality(pp. 24-43). IGI Global. Kolb, B., 2018.Marketing Research for the Tourism, Hospitality and Events Industries. Routledge. Harrington, R.J., Hammond, R.K., Ottenbacher, M.C., Chathoth, P.K. and Marlowe, B., 2019. From goods-service logic to a memory-dominant logic: Business logic evolutionand applicationinhospitality.InternationalJournalofHospitality Management,76, pp.252-260. Shen, Y.S., Lever, M. and Joppe, M., 2020. Investigating the appeal of a visitor guide: a triangulatedapproach.InternationalJournalofContemporaryHospitality Management. Greiner, C. and Goh, S., 2021. Providing Personalized Service Excellence: Findings from Tourism and Hospitality Businesses in Asia. InService Excellence in Tourism and Hospitality(pp. 73-87). Springer, Cham.
Alves, I.G., 2022. The Hierarchization of Product Attributes: Hotel Managers in the Decision and Purchasing Processes of Consumers–The Case of Outbound Markets of Porto. InOptimizingDigitalSolutionsforHyper-PersonalizationinTourismand Hospitality(pp. 275-296). IGI Global.