Post-Pandemic Guest Expectations: Dorchester & Savoy Hotel Services

This presentation provides an overview of guest services in the hospitality industry, focusing on The Dorchester and Savoy Hotels. It examines different types of guests and their expectations, the role and function of guest services, and the importance of hospitality in retaining customers and encouraging positive reviews. The presentation also highlights the skills required by team members to provide excellent service, including teamwork and interpersonal skills, and discusses how hotels have adapted their services in response to the COVID-19 pandemic, such as implementing contactless check-in/check-out and enhanced hygiene measures. It concludes by emphasizing the importance of continuous improvement in customer service to ensure guest satisfaction and achieve the hotel's objectives. Desklib provides access to this presentation and a wealth of other study resources.

Sample

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Slide 3: INTRODUCTION
When the people are outside of their home and availing the services of the hotel and they
are welcomed as guest in order to make them feel uncomfortable comes under the hospitality
industry. The two hotels chosen for the presentation are The Dorchester and Savoy Hotel. The
Dorchester is one of the luxury hotel located in the Deanery Street London and it is said to be the
one of the iconic hotels in the world. Along with it, it provides safe abode away from home so
that the customers can relax away from all the work and stress. Whereas, another hotel that is
Savoy Hotel is situated in the City of Westminster in central London, England and it was one of
the first luxury luxury hotel in Britain & it was opened on 6 August 1889. The presentation will
demonstrate the services provided by the chosen hotels for the customers and the expectations of
the guests during post pandemic environment.
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Slide 4: Different types of guests which promote the quality of stay within
hotels
There are different types of guests that choose hotels on various aspects that can be price ,
location, hotel image, facilities and their requirement which are explained below- Business Travellers-Such guests travel for business purpose as they want to develop and
maintain relations with clients so, such travellers look for such hotels which are suitable
as per their situation because they have tight schedules. Family Travellers- Such travellers are the people who want to spend some time with
family and they also make sure about the level of safety of their child. Backpackers- These travellers are mainly the solo travellers as they love to meet new
people who are like minded and of same age in order to experience new things. They
choose hotels as per their requirements.
Slide 5: Role and function of guest service and the importance of hospitality
Role and function of guest service
In the hotel industry, guest services include various positions such as assisting the guests,
answering the queries of guests, providing recommendations, smooth check-in, check outs and
many others.
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The importance of hospitality
The mangers of both the hotels derives effective importance of hospitality by following specified
business tasks. Following are the importance of hospitality are explained below-
 This industry is important as it helps in retaining the customers that can be done by
proper treating the customers so that they can have the pleasant experience.
 Along with it, it also helps in encouraging the positive reviews from the customers
because the customers look out for the review before choosing any service. If any hotel is
providing poor quality of service then they will get negative review that lead to affect the
image of the business in the market.
 Hospitality allows the hotels to perform their operations and
Slide 6: Skills required by the team members to provide the best services
Some skills are required in the hospitality sector by the team members so that they can provide
best services for the customers are explained below-
Teamwork
All the industry requires better team work and it is also important within the hospitality industry
to keep the customers happy. Due to effective teamwork, customers experience the best quality
of service. Both the chsoen hotels focuses on team work theory for hotel one that is The
Dorchester it uses Tuvkman's theory whereas another hotel that is Savoy Hotel uses Belbin's
Theory of teamwork.
Interpersonal skills
Interpersonal skills are important for the main purpose of communicating and interacting with
the the customers and such skills have a wide range of skills like communication, effective
speaking, leadership and listening. Mangers at provided hotel firms regulates business operation
by maintaining enough employee collaboration.
Slide 7: Hotels carrying out the services for the customers currently
According to Krishnan V. and et.al., (2020), all the industries has affected due to Covid-19 that
is why the hotel industry is also among that. The ultimate focus of the government was to keep
the customers and people safe. The hotels of US making contact less check ins and check outs in
order to keep the customer safe. They also make sure about the hygiene that affected the
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domestic business and leisure segments( Hospitality and COVID-19: How long until ‘no
vacancy’ for US hotels?).
As the hotels are also seeking to provide safe environment for the future guests with the
help of following the policies by the government. It can be said that hotel industry was the first
one to be affected by the restrictions for travelling directly and that also affected the business of
the hotels in US.
Slide 8: Expectations of the guests due to post pandemic environment
After the pandemic the preferences of the customers got changed such as they got aware about
health and safety measures. The promotion of social distancing and hand washing has become
the protocol. The chosen hotels took safety measures that helps in assuring the guest a safe visit
and the rooms are sanitized frequently. Moreover, the hotels also invested in the digital future
due to pandemic the contactless technology has experienced a big boom such as at room service
or at reception. Such technologies helped in less contact that helped in avoiding the less spread
of the virus.
CONCLUSION
It can be concluded from above representation that hospitality industry is growing and
focusing on proving relaxed environment for the customers and it gives services in order to
achieve the decided target of the hotel. Moreover, it can be said that this industry needs to
improve the ways in which they an keep customers happy with their services.
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Slide 10: REFERENCES
Books and Journal
Anguera-Torrell, O., Aznar-Alarcón, J.P. and Vives-Perez, J., 2021. COVID-19: Hotel industry
response to the pandemic evolution and to the public sector economic
measures. Tourism Recreation Research, 46(2), pp.148-157.
Bowen, J. and Morosan, C., 2018. Beware hospitality industry: the robots are
coming. Worldwide Hospitality and Tourism Themes.
Goryushkina, N., Voinova, N., Voronkova, O., Sitnov, A., Shichiyakh, R. and Gordeyeva, O.,
2019. Theoretical aspects of entrepreneurial education for hospitality industry. Journal
of Environmental Management & Tourism, 10(4 (36)), pp.835-841.
Japutra, A. and Situmorang, R., 2021. The repercussions and challenges of COVID-19 in the
hotel industry: Potential strategies from a case study of Indonesia. International Journal
of Hospitality Management, 95, p.102890.
Wong, A.K.F., Kim, S.S., Kim, J. and Han, H., 2021. How the COVID-19 pandemic affected
hotel employee stress: Employee perceptions of occupational stressors and their
consequences. International Journal of Hospitality Management, 93, p.102798.
Hospitality and COVID-19: How long until ‘no vacancy’ for US hotels?, 2020[Online].
Retrieved from <https://www.mckinsey.com/industries/travel-logistics-and-
infrastructure/our-insights/hospitality-and-covid-19-how-long-until-no-vacancy-for-us-
hotels>
Slide 11
Thank you
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