Service Quality & Work Culture of Hilton Hotel

Research Proposal
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TABLE OF CONTENTS
1. INTRODUCTION.......................................................................................................................3
1.1 Overview................................................................................................................................3
1.2 Rationale of Study.................................................................................................................3
1.3 Research Aim.........................................................................................................................4
1.4 Research Objectives...............................................................................................................4
1.5 Research Questions................................................................................................................4
2. LITERATURE REVIEW............................................................................................................5
3. RESEARCH METHODOLOGY.................................................................................................7
3.1 Research Design....................................................................................................................7
3.2 Research Philosophy..............................................................................................................8
3.3 Research Approach................................................................................................................8
3.4 Data Collection......................................................................................................................8
3.5 Sampling................................................................................................................................9
3.6 Data Analysis.........................................................................................................................9
3.7 Ethics...................................................................................................................................10
3.8 Resources Required.............................................................................................................10
4. ACTION PLAN.........................................................................................................................10
REFERENCE.................................................................................................................................12
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Topic: To analyse the range of services offered by hotel in competitive market: A study on
Hilton Hotels and Resorts.
1. INTRODUCTION
1.1 Overview
Hospitality industry is considered as one of the fastest growing sector and it plays a key
role in social development. In other aspect, it is referred as broad category of fields that cover
key aspects of service industry. Classification of key services can be as lodging, event planning,
theme parks, transportation, etc. However, the hotels are referred as one of most essential section
of the hospitality sector. It includes number of services such as lodging and accommodation
(Mohsin and Lockyer, 2010). It has been noticed that in current market conditions the hotels are
facing high ratio of competition in the market so it is necessary for organisations to have
improved focus on quality service. Improvement in quality services facilitates in gaining better
competitive advantage along with considering key aspects of success. It is also significant for
hotels to have operations as per industrial standards so that goals and objectives can be
accomplished in appropriate manner. It also allows business to provide better services which is
beneficial to attain high ratio of competitive advantage (Chathoth, 2013). It has been noticed that
the customer satisfaction has great impact on the success of hotel so it is significant for business
firms to have effective identification of customers needs. It facilitates in effective designing of
activities as per customer expectations and provide them better satisfaction which is beneficial
for advancement in competitive advantage.
Current proposal is based on analysing the variety of services offered by hotel in order to
gain competitive advantage. In this respect to identify the factors that impact service quality the
work culture of Hilton Hotel and Resort, London will be evaluated. Hilton Hotel and Resort is
one of leading hospitality firm that offers wide range of services to its customers (Mikulić and
Prebežac, 2011). Company is having operations in international market along with considering
customer needs that facilitates in gaining competitive advantage.
1.2 Rationale of Study
Competitive advantage is considered as a combination of various successive aspects that
provides number of benefits to organisation in monetary and non monetary form. In other aspect,
it is also referred as condition that allows organisation to get favourable position in the market. It
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allows business firm to present itself in unique manner to outperform its competitors. There are
number of hotels who operate business in same market so it is necessary for entities to gain
competitive advantage for better success (Tanford, Raab and Kim, 2012).
There are number of researchers, who have focused on learning about hospitality industry
but they have not presented any kind of view in respect to variety of services offered by hotels to
gain competitive advantage. It is the key rational behind the selection of topic, due to which the
researcher has decided to conduct a study on this subject matter (Nusair, 2010). Current study
will be based on the analysing the wide range of services which are offered by Hilton Hotel,
London. However, the selection of organisation is also appropriate because company is well
established in the industry. It allows to examine the wide range of services which is key aspect of
the current study (Al-Rousan and Mohamed, 2010). Organisation is operating business in
international market, that means the company is effectively managing factors that affect service
quality. It clearly indicates that selection of subject and organisation is appropriate.
1.3 Research Aim
“To analyse the variety of services offered by hotel to gain competitive advantage : A study on
Hilton Hotels and Resorts”.
As per the detailed analysis, the key purpose of the current research is to study the wide
range of services which is offered by hotel to meet competitive advantage in the market. For this
purpose the Hilton Hotels and Resorts is considered as organization. It will facilitate in having
effective evaluation of hotel services that provides competitive advantage in the market.
1.4 Research Objectives
 To identify the range of services offered by the Hilton Hotel, London.
 To examine current trends in hospitality industry
 To understand the factors that affect service quality
 To determine the ways through which competitive advantage can be gained by hotel
1.5 Research Questions
 What kind of services are offered by hotel?
 What are current trends in hospitality industry?
 Which kind of factors that affect service quality?
 How competitive advantage can be gained by hotel?
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