Evaluating Guest Service Strategies: Disneyland and Premier Inn Hotels

This presentation analyzes guest services at Disneyland and Premier Inn, focusing on services provided to various guests to enhance their stay. It examines the roles and functions of guest services, the significance of hospitality, and how these hotels meet hospitality standards. The presentation further discusses essential skills for team members to deliver high-quality guest services, including communication, decision-making, and problem-solving. The analysis concludes that these hotels have gained a competitive edge by prioritizing guest satisfaction and adapting their services, especially post-pandemic, while also meeting organizational objectives through effective teamwork and skill utilization.

INDIVIDUAL PRESENTATION

Table of Content
 INTRODUCTION
 TASK
 Considering services that provided to multiple forms of guest which promote their quality of stay within
two Disney land and premier in.
 Role & function of guest services and significance of hospitality and how hotels meet this.
 Discussion of varied skills that are necessary by team members to ensure that guest services are
delivered to high standard.
 CONCLUSION
 REFERENCES

INTRODUCTION
 Hospitality industry is one of the vast and most productive sectors in the world, as it has provided
excellent and satisfactory accommodation services to all guest.
 The current presentation will be based on Disney land and premier in, which falls under the category
of top 10 hotels in the UK.
 The study will explain services that hotels provided to different types of guests, roles & functions of
guest services.
 It will also define the importance of hospitality and how chosen organizations meet this.
 Furthermore, the report will shed light on varied skills that are needed by team members to assure that
these services are delivered to a high level as well as meet the expectations of consumers.

Considering services that provided to multiple forms of guest which
promote their quality of stay within two Disney land and premier in
 Within hospitality sector, there are different types and size of companies operating their businesses and
managing the same in productive manner (Jeaheng, Al-Ansi and Han, 2019).
 Disney land and premier inn, are one of those firms that had attempt to manage their ventures growth and
success in effective manner, in term of carrying out varied accommodation services that contribute to retain &
acquire new consumers.

Cont..
• For example, both hotels may carry out their pre- pandemic services in satisfactory manner
in term of providing better accommodation facilities to guest, from meal to entertainment.
• They may cater each category of service to all the consumers, such as family travellers,
business, vacationers, boomer, etc. in form of determining their needs and concerns, which is
important for both hotels to do that appropriately (Murphy, Gretzel and Pesonen, 2019).
• All their actions and practices may contribute to promote quality of stay in effective and
systematic manner.

Role & function of guest services and significance of hospitality
and how hotels meet this.
 Within Disney land and premier inn guest services play vital role,
because of conducting those activities that may aid to enhance
consumer satisfaction even better than last few years or months.
 For example, it can be said that guest service is considered as clear
division of hospitality sector (Krupskyi and et.al., 2019). The duty of
individuals related to this term is to greet and assist each form of guest
in appropriate manner, which in turn provide key benefits of Disney
land and other hotel as well.
 The key function of guest service is to accommodate requites, answer
each call and processing payments, during that period it is important
for management to consider that target market or customers may do
not face any issue.

Importance of hospitality
• Hospitality is quite essential for individual person, because it may
provide them benefits to stay ways from stressful things and reduce
stress level in their lives (Shereni, 2020).
• It is all about welcoming and creating the same environment in the
hotels, where skilled candidates are capable to perform specific task
and play vital role to make all guests comfortable.
• Disney land and premier inn may met this term in term of
considering target audience needs, requirements and expectations.

Discussion of varied skills that are necessary by team members to
ensure that guest services are delivered to high standard.
 Effective communication, decision-making, coordinative, interpersonal, collaborative, problems
solving, ICTs, and presentation, are those skills that team members within both hotels needed.
 These competencies may assure them to deliver better service standard and always meet expectations
of customers such as unique experience, personalization, etc (Wen, Li and Kwon, 2019).
 By using each skill in appropriate manner, they may gain unpredicted benefits in bulk and provide the
same to companies

CONCLUSION
 On the basis of above discussion, it has been concluded that hotels has gained competitive advantages,
by providing satisfactory services to guest after considering pandemic situation, into their key
consideration.
 Furthermore, from above analysis, it has been determined that effective communication, collaboration,
decision-making and other types of skills enabled teams to meet consumers needs in appropriate
manner.
 They had achieved organizational aims and objectives in term of enhancing guest satisfaction level,
better than before.

REFERENCES
 Jeaheng, Y., Al-Ansi, A. and Han, H., 2019. Halal-friendly hotels: Impact of halal-friendly attributes on guest
purchase behaviors in the Thailand hotel industry. Journal of Travel & Tourism Marketing. 36(6). pp.729-746.
 Krupskyi, O. P and et.al., 2019. Key sources when formulating competitive advantages for hotel chains.
Tourism: An International Interdisciplinary Journal. 67(1). pp.34-46.
 Murphy, J., Gretzel, U. and Pesonen, J., 2019. Marketing robot services in hospitality and tourism: the role of
anthropomorphism. Journal of Travel & Tourism Marketing. 36(7). pp.784-795.
 Shereni, N.C., 2020. The role of technical and vocational education and training (TVET) in restoring
hospitality sector specific skills in Zimbabwe: a students’ perspective. Journal of Hospitality & Tourism
Education. 32(3). pp.133-141.
 Wen, H., Li, X. and Kwon, J., 2019. Undergraduate students’ attitudes toward and perceptions of hospitality
careers in Mainland China. Journal of Hospitality & Tourism Education. 31(3). pp.159-172.