The Impact of Employees on Hotel Guest Experience Report

This report provides a comprehensive overview of hotel guest experience, emphasizing the critical role of employees in creating memorable stays. It explores various dimensions impacting guest perception, including the physical environment, human interactions, and trip-related factors, with a focus on the service profit chain theory. The report analyzes the significance of employee behavior, personal characteristics, and interactions in shaping customer satisfaction and loyalty. Furthermore, it delves into service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy, highlighting their impact on guest experiences. The conclusion summarizes the importance of hotel staff in fostering positive guest experiences and offers recommendations for enhancing service quality and customer satisfaction within the hospitality industry.

HOTELS AND THE
GUEST
EXPERIENCE

EXECUTIVE SUMMARY
The report covers the information about the guest experience at the hotels and the
employee's involvement in the services in the hotel. It contains the assessment regarding the
significance of the employees for making unforgettable experiences for the guests. It also covers
various dimensions regarding customer experience like physical environment, personal
characteristics, human interaction concept and its impact on customers experience. It considers
trip related concept that includes the service profit chain theory that describes the interrelation
between the hotel staffs and the guests to satisfy and retain the customers. At last it contains the
various service quality dimensions like empathy, responsiveness, tangibility, assurance as well as
reliability for the employees to make better customer experience.

TABLE OF CONTENTS
EXECUTIVE SUMMARY ............................................................................................................2
INTRODUCTION...........................................................................................................................4
Importance of employees in creating unforgettable experiences................................................4
CONCLUSION................................................................................................................................8
RECOMMENDATIONS.................................................................................................................8
REFERENCES ...............................................................................................................................9

INTRODUCTION
Guest experience refers to the experience which the guests have with the particular
organisation like hotel or gym etc. and it is very important part of hospitality industry. The
experience by the guest that enables the organisation to recognise significance regarding the
employees' evolvement for providing the service(Xiang and et.al., 2015). The report will include
evaluation regarding the employees' significance for creating the unforgettable experience as it is
related to the internal marketing theories which will include the physical environment, human
interaction concept and trip related concept that will cover service profit chain theory. it will also
inlcude the dimensions of service quality.
Importance of employees in creating unforgettable experiences
Employees plays a very essential role for creating the positive experience for the guests
in the hotels and the interaction between the guest and the employees is very necessary which
results in creating the positive and unforgettable experience for the guests. there are various
dimensions which includes the physical environment, personal characteristics, human
interactions as well as trip related attributes through which guest experience get affected these
are as follows:-
Customer experience dimensions
Physical environment
Physical environment effect extremely with regarding to guest experience. Physical
environment of the hotel includes the ambience, space, symbol, function that can assist in
building close relation among the organisation and the guests. These four elements are the core
elements for creating guest experience both physically and emotionally(Oskam and Boswijk,
2016)The eye catching infrastructure and background of the hotel will create the homely
environment for the guests and at the same time a hotel with comfortable chairs, plush seating
and soft music will prompt the guests to enjoy themselves. The another element is the perception
of the customers regarding the management, maintenance and cleanliness of the hotel can change
mentality and adds more value otherwise improper management may result to poor perception of
the customers regarding the hotel. Another one is the sensory elements like hotel that smells like
the lavender oils and fountain at the centre of hotel area provided elegance. The role of
employees to make the physical environment better is that the hotel staff should be in proper

dress and should check the maintenance timely like cleanliness and managing sensory elements
and to provide the facilities like business cards so that customers can measure services before
and the satisfactions of the guests after consuming the services that will result to positive
customer impression.(Kandampully, Zhang and Jaakkola, 2018.)
Human interaction Concept
Another dimension which includes the interaction between the employees and guests as
well as guests to guest interaction that can affect the guests experience in the hotel. Employees
are the one that creates the positive impression for the guests. Whereas the interaction among the
guests will help in improving and increasing the satisfaction of the guests. Employees behaviour
like their attractive appearance, way of greeting and their helping and interactive with the guests
will make positive impression in the minds of the guests and makes memorable experience for
the guests at the same time the guest's behaviour and appearance also matters while interacting
with the staffs of the hotels otherwise it can make negative impression in the minds of the
employees as well. So the another factor is the personal characteristics of the employees or staffs
that highly impacts the guests experience(Ali, Amin and Cobanoglu, 2016)Like positive attitude,
patience, good listening, organised, managing stress, adaptability, empathy and responsibility
these all characteristics of the employees for managing the guests will have positive effect on the
guests and will make the experience unforgettable for them. The guests will share the happenings
with their family and friends and would like to visit that place again and again.
Trip related concept
Service profit chain theory
This theory states that it is the model which describes interrelation between the
organisations staffs and the guests that connects with overall performance of the organisation.
This theory considers that profits are generated with the loyal customers. Under this framework
the effect of satisfied customers is direct on loyal customers. The satisfaction that the guests
receives or gets is from the productive employees of the hotel. Employees satisfaction comes
when the top management supports its staffs and understand their wants and needs for both
employees and for the guests as well. When the employees of the hotel will provide the best
quality services like quick responsiveness, caring, giving reliable information and assurance will

make the Guests s happy and then will share the experience with others and at the same time
would like to purchase that service again which will result to high productivity of the hotel or
firm.(Bharwani and Jauhari, 2017)
This theory is on the basis of customer satisfaction, customer loyalty as well as
employees productivity:-
1. Customer satisfaction and loyalty
Customer satisfaction relates to the element of loyalty. For maintaining and increase loyal
customers. The customers must gain value for the money that has spent which will result to
satisfied customers. Like in hotel the guests are getting the quality services for the money paid
that will lead to increased satisfaction and loyalty of the guests towards the services provided by
the hotel. So the firm need to discover the customer expectation as it keeps on changing and
should provide the services as per the needs and wants or changes of the guests that will assist to
satisfy the customers. At the same time loyal customers are also very important for the
hospitality firm because of the quality services given to them will which will increase loyal and
the customers would like to consistently purchase the services again and again from the provider
that will make a positive perception and unforgettable experience for the guests(Dabestani and
et.al., 2016.)
2. Employee productivity
In hospitality firms like hotel the success of the firm totally depends on the employees'
engagement, productivity and ability. If the hotel employees have good knowledge and
experience regarding the products or services then the employee will be able to provide better
services which will result to satisfied customers. This model of service chain defines that the
employees' retention have direct effect on the customer satisfaction that will result to
unforgettable experience for the guests(Kaura, Durga Prasad and Sharma, 2015)
The dimensions of service quality
`Dimensions of service quality includes reliability, assurance, empathy, responsiveness as
well as tangibles that plays a very important role for the hospitality firms and for the employees
in order to create the unforgettable guest experience that are explained below:-
Tangibility

Tangibility concept consists of the physical environment of the hotel like its
infrastructure, ambience, equipments and employees grooming as well as their professionalism.
Physical environment of the hotel is the important part through which the guests perceive quality
.likewise service is said to be intangible but the guests perceive the physical environment in
order to evaluate the experience and service quality offered to them. So it is very important for
the employees to provide the tangible aspects like to dress up in a proper manner and must
concentrate on the personal cleanliness and while giving the services the employees must have
attractive and smily face that will result to positive impression in the minds of the Guests(Xiang
and et.al., 2015.)
Reliability
This dimension defines the skills regarding the hotel employees for providing the services
accurately. In order to satisfy customer expectations or needs the hotel staffs must provide
reliable services. Services provided by the employees to customers must be consistent and
completed on time. Hotel staffs should also render the promised services and give the accurate
information to the guests.
Responsiveness
Responsiveness in respect to services defines the willingness of the hotel staff in order to
respond as well as to assist the guests by providing best quality services. The hotel staffs should
assist the guests by rendering the services as per the needs and expectations of the guest like
quick response to the services like food service and employees polite response towards the guests
which will result to customer satisfaction(Oskam and Boswijk, 2016)
Assurance
It refers to the dimension in which the skills of the hotel staff for providing information to
the guests in order to inspire confidence, courtesy, security as well as trust to make them feel
safe and secure in the environment of the hotel. The security is related to financial and personal.
So it is very important for the employees to have the skills and courtesy of the hotel sraff to build
the trust among the guests like conducting internal audit to protect from theft that will build the
trust at the same time will protect the guests and guest experience auditing as well.
Empathy
Empathy here means care provided by the hotel staff towards the guests like effective
communication, understanding the guests. With the help of effective communication the

employees must have the skills handling the complaints with care, understanding, listening and
acknowledging the guests carefully through which the customers will feel that proper attention is
given to them and at same time the hotel staff must know the particular wants and requirements
will result to loyal customers.
If the hotel follows all these dimensions or concepts and hotel is rendering the guests
with quality services that will result to customer loyalty as well as customer satisfaction and
unforgettable experience for the customers(Dabestani and et.al., 2016)
CONCLUSION
From the above report it is concluded with the significance of the hotel staffs in order to
create unforgettable experience for the guests. It included various concepts related to customer
experience which covered the physical environment, personal characteristics, human interaction
concept and its impact on customer experience. Further, it also covered the various service
quality dimensions which included tangibility. Responsiveness, assurance for the hotel
employees in order to enhance the guest experience.
RECOMMENDATIONS
In order to enhance better guests experience in the hospitality industry the employees of
various firms must provide better quality services like individual approach should be taken
through social media and the feedback by the customers will help the firm to improve the
services in an effective and reliable manner that will enhance the guest experience positively.

REFERENCES
Xiang, Z and et.al., 2015. What can big data and text analytics tell us about hotel guest
experience and satisfaction?. International Journal of Hospitality Management.44.pp.120-
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Oskam, J. and Boswijk, A., 2016. Airbnb: the future of networked hospitality
businesses. Journal of Tourism Futures.2(1). pp.22-42.
Kandampully, J., Zhang, T. and Jaakkola, E., 2018. Customer experience management in
hospitality: A literature synthesis, new understanding and research agenda. International
Journal of Contemporary Hospitality Management.30(1). pp.21-56.
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese
hospitality industry. Journal of Hospitality Marketing & Management.25(4).pp.449-475.
Bharwani, S. and Jauhari, V., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing and
Consumer Behavior (pp. 159-185). Apple Academic Press.
Dabestani, R. and et.al., 2016. Importance-performance analysis of service quality dimensions
for the customer groups segmented by DEA: The case of four star hotels. International
Journal of Quality & Reliability Management.33(2).pp.160-177.
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price
and fairness, customer loyalty, and the mediating role of customer
satisfaction. International Journal of Bank Marketing.33(4). pp.404-422.