Hilton Hotels: Enhancing Guest Experiences Through Service Quality

This report details a project undertaken by Hilton Hotels to enhance guest experiences by improving service quality and customer satisfaction. The report begins with an introduction to hospitality management and the objectives of the project. It then outlines the proposal summary, business case, and the benefits of the project, including making mobile operation a priority, detailed expense analysis, and reducing marketing costs. The report addresses challenges faced by Hilton, such as cleanliness, technology, and sustainability, and describes the project's implementation plan, focusing on creating emotional connections with customers, capturing real-time feedback, and re-examining opportunities. The project aims to improve employee performance, increase customer satisfaction, and ultimately enhance the profitability of the organization. The report also includes references to support the analysis and recommendations made throughout the project.

CONTEMPORARY
HOSPITALITY
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Project Title.................................................................................................................................3
Proposal Summary.......................................................................................................................3
Business Case..............................................................................................................................4
Benefits from the project.............................................................................................................5
Project Implementation................................................................................................................6
Project result evaluation and monitoring.....................................................................................8
Project benefits in context of wider hospitality and tourism economy.......................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Hospitality management refers to the detailed study about the administrative tasks of hotels
or resorts in order to enhance the service quality of the firm which ultimately satisfies the
consumers or tourists and thus enhance the profit margin of the organization (Brennen, P.G.,
2017). The goal as hospitality manager is to ensure the warm and welcoming environment of the
hotel premises which attracts more and more guests towards the business organization.
Hilton Hotels Corporation is a multinational hospitality company that manages broad
portfolio and having huge number of franchises of hotels and resorts all over the world. The
company targeted at both the business as well as leisure travellers (Fong, D.K.C., 2017).
This report which highlights the concept about the project that will be started by Hilton in
order to enhance guest experiences with improvements in service quality and satisfaction of
consumer as well as employee management.
MAIN BODY
Project Title
Enhancement of guest experiences with improvement in service quality and satisfaction
management of Hilton.
Proposal Summary
For any association the major aspire is to increase greatest earnings and this is probable when
firm gratify their consumers. In this context, it has been evaluated that with the satisfied
consumers, firms are able to achieve organizational goals and this has been achieved with the
help of enhancement in service quality and this has been achieved that company have skilled and
knowledgeable employees so that they can offer improved services to their final users and satisfy
the needs and wants of customers (Singal, M., 2020). This study will prepared in order to
improve service quality in order to avoid challenges that have been faced by the Hilton because
of which the demand of introduction of this project has been raised. It also describes the benefits
of the project along with their implementation plan.

Business Case
The problems related to the enhancement of guest experiences with the help of effective
service quality has become an important challenge that has been faced by many of the firms
within the hospitality industry and thus the Hilton as well. Within the hospitality sector, it has
been identified that one bad experience faced by any customer is enough to turn off customers’
interest from using that particular brand (Ghosh, A., 2019). With the enhancement in
continuously growing consumer expectations in relation to extra ordinary services, hygiene
standards and customised personal experiences, Hilton facing high amount of challenges and due
to which the manager of the firm decides to introduce project which help in order to enhance the
guest experiences with effective satisfaction management in both terms as consumers as well as
employees. Because ultimately satisfied employees are able to provide effective services which
provide ultimate satisfaction to the consumers (Rita, P., 2018). Here are some of the basic
challenges that have been faced by Hilton hotel operators such as:
 Cleanliness: First impression of the hotel premises counts for a great deal and most of the
hotel guests’ get an immediate intellect for the standards in the hotel from their first visit
to the hotel washrooms. The requirement for sanitation should never be a disclosure
especially within the hospitality industry. Hygiene and purity are ranked as number first
priority for choosing and recommending hotels post consumers stay.
 Technology: Technology is the essential part of the everyday life. It is the basic demand
of guests within the hotel to get connected with the technology in any location around the
world (Vadghule, S.M.S.M., 2019). Equipment is a steady journey friend wherever they
go. Innovation use of skill reimbursement clientele and not just hotel operations also
helps hotel chains to stand out from the hotel competitors, attract more customers as well
as completely satisfy them.
 Sustainability: Sustainability is another kind of challenge that has been faced by the firm
and with the proper fulfilment of corporate social responsibility; customers are able to
satisfy their needs if the company follows CSR activities efficiently. Smart hoteliers
understand that the corporate responsibility programs helps the organization to win
consumers trust and also benefits the employees as well as environment and thus
ultimately enhance earnings.

Thus, after analysing the challenges that has been faced by the firm, manager of Hilton
decides to introduce project which fulfil the requirement of enhancement of guest
experiences with the involvement of appropriate actions in order to increase service quality
and consumer satisfaction level from the establishment.
In order to evaluate the demand of the introduction of this project within the operations of
Hilton, it has been analysed that there are different types of strategies that needs to be
followed by the firm in order to resolve the issues that has been faced by establishment with
making sure about their employees that they are providing best of their services to the
customers (Liu, W.Y., 2020). These factors ultimately help the organization to enhance the
profit margin of the establishment which is the ultimate goal. With the involvement if this
project, the manager are able to get knowledge and experience with the help of complete
research analysis so that they are able to find the solution of challenges that has been faced
by Hilton. They also able to identify ways through which the firm is able to increase
consumer satisfaction and ensure efficient services provided to them. This area of study
enables to develop a sense of understanding within the manager for their future terms to
avoid challenges that negatively affects the company reputation within the market space.
Benefits from the project
It has been evaluated that with the help of introduction of project there are small
improvements that can smoothen the boundaries of policy and helps in order to provide major
results (Koyama, S., 2020). With focusing on small cost cutting factors, Hilton will able to make
profits in easy manner.
 Making mobile operating a priority for the firm: This facility let the staff members to
operate in more appropriate manner and thus satisfy the requirements if each and every
guest. For instance, for the point of hygiene, staff members are able to communicate
directly with the front desk staff from mobile device through which they are able to
provide services in fast manner.
 With proper analysis of expenses in detail: With the evaluation of expenses in detailed
and proper manner, it has been analysed that this activity cuts the cost of resources and
provides satisfaction to consumers in most appropriate manner (Burananuth, N., 2019).

 With reduction in marketing costs: Paid promotions are not always the way to market
the firm efficiently. Auditing is another approach through which managers evaluate the
problems and tries their maximum to resolve the issues which satisfies the customers.
Project also benefits the employees of the firm as with the proper division of work,
employees are able to perform their tasks in most appropriate manner which automatically
enhances the productivity of the employees and thus they are able to provide efficient services to
the customers or guests as well. Performance level of the employees helps the organization to
create strategies in a manner which automatically increases customer satisfaction, productivity,
employees’ morale and marketing effectiveness. Employees are the major assets of any firm and
thus make them happy and satisfied should be the goal of every firm because ultimately satisfied
employees create soothing environment which helps to attract more guests towards the business
organization (Chen, P.J., 2018).
In context of customers, focusing on the performances of the employees automatically
enhances company sales because an employee performance only can be increased in order to
increase the satisfaction level of guests within the Hilton. Managers always seek different ways
to improve performances of their business concern when time or budget is limited in order to
increase customer experiences which is the most important area to focus on. Customer benefits
are the reason any product or service is valuable to the consumer and this serves as a guideline
for employees of the firm who are selling or representing the product to the customer. Efficient
services helps to fulfil the customers’ needs, their perception, creates a positive relationship with
the brand, brands are able to provide efficient quality to consumers at effective and attractive
prices.
Project Implementation
After planning carefully the complete project, it is the time to begin the plan functioning phase
which is basically the third point of the project organization living sequence. The performance
stage involves putting the project chart into accomplishment. In this phase, project manager will
harmonize and through development possessions in order to fulfil company objectives of the
project plan. With the continuation of project, it is the project manager’s job to direct and
manage each and every activity related to the objective that has been prepared in order to reach

the ultimate outcome in favour of the firm (Thomas, A., 2017). This is what happens in the
functioning chapter of the project life cycle as firm follows the plan that has been out together in
order to handle or resolve problems that come up in front of the business organization. It is the
phase in which the whole project team will actually do the project work in order to produce
deliverables. The deliverables here are the company offered products and services that manager
and whole team are performing for the customer, guest or sponsors including the entire project
management documents that has been put together. The job of the project manager is to direct
the job and also keeping the track of how the team performs. The implementation plan keeps the
project plan on track with careful monitoring and control process in order to ensure the final
deliverable and control processes to ensure final deliverable meets the acceptance criteria set by
consumer. In this phase approved changes are implemented. Such as according to this project,
the manager has to create emotional connection with customers. Such the staff within the hotels
are tried their maximum to build and create an emotional connection which provides a sense of
satisfaction among clients that are coming over there in order to take mind relaxation. With the
help of capturing real time feedback from consumers, the managers instructs to ask and collect
the feedbacks of guests those are coming over there in order to accommodate their services. It is
impossible to improve customer experience strategy without interacting with consumers. To
improve customer needs, another step is to satisfy their needs and requirements. In order to do
this it is not necessary to over whelmed each and every consumer but addressing their issues and
resolve them as painlessly as possible should be the foremost priority for Hilton staff members.
This automatically enhances the customer experiences positively. Another step is to re-examine
the opportunities which is the best idea and most creative solution in order to resolve any issue
and maintain a great customer experience for consumers. Hilton needs to start their innovation
initiatives with an approach that frames their business challenges within the consumer’s context
and their unmet needs. The best way to attain or ensure that Hilton is innovative in their practices
is to pay complete attention on customers’ problems that arises when they visit the hotel
premises and issues from the point of view of customers and resolve them in appropriate manner
that entirely eliminate customers efforts (K.J., 2019). The last is to create brand specific
experiences which have been attained when manager of the firm are able to maintain a great
customer experience for clients or guests, does not matter when they interact with the firm. It is
the great way to align with the customers in order to create positive experiences with the brand.

According to planning, it has been evaluated that Hilton does not need a huge budget to pull off
great brand experiences, the firm just have to be unique to their guests. It has been evaluated that
when a firm create experiences that feel special to the brand, it becomes more difficult for
competitors to copy the concept. Hilton also decides to offer complete mobile experiences which
are highly important in highly digital society along with creating a strong Omni-channel which is
also important to the livelihood of the organization (Burkhart, J., 2019).
Project result evaluation and monitoring
Assessment is a procedure that significantly examines a project. It includes collecting and
analysing information about a project’s activity, its characteristics and final outcomes. Its basic
purpose is to make judgements about the program in order to get better its success and to inform
training decisions (Al-Shaher, M.A., 2017). The objectives are the milestones in attaining the
mission aim i.e. to enhance the customers’ experiences. Objectives in order to monitor the final
outcome are:
 Analysis of the procedure of execution: It scrutinizes the mission life cycle arrangement
by evaluating. During the performance monitoring, the plan assessment assess and
validate the carrying out on each place that equipment the innovative answer.
 Focusing on contribution of the centre of population: scheme estimate focuses on the
contribution of neighbourhood as well as the communiqué of this project towards the
commune society.
 Recognize trouble: categorize all the trouble and constraint that have been encounter.
Discovering struggle along the way allows the project team of Hilton to provide
solutions. It also helps stop potential reappearance of alike issues.
 Lessons to be learnt: on condition that reviews and feedbacks allow each individual and
project teams to reproduce on their performance. The marks aspire to recuperate the
scheme team to get better their performance, resolve conflict and be trained from past
mistakes.
 Guarantee excellence of plan administration: Project monitoring and assessment assure
that project supervision is meeting the principles that follows the organizations policies,
procedures and processes effectively which helps to meet customers’ expectations.

 Assure effective quality of products and services: It acts as eminence reassurance
instrument. It checks the quality and services of a project and its employees.
 Analyses the contact or change: All the changes that have occurred within recipient
stakeholders and the centre of population.
 Classify venture risk: this helps to categorize mission risk that may involve funds, scope,
and point in time and eminence.
 Assess and increase assignment concert: Evaluating various phases in the project can
help to get better presentation of workforce within the project. It also helps to attain the
concluding result that is already permanent for the project.
 Greatest operation of capital: It also improves resources and financial plan portion.
Identification of project priorities, remedial method and defensive performance that can
lead to a successful project outcome.
 Modify accordingly: this helps to modify the projects accordingly in order to the need of
the community, effectiveness and time of the project.
 Preparation for prospect: Project monitor helps to make recommendations for the
running of future projects and make sure that this problem will never arises in future
terms within the Hilton.
 Improvements: It scrutinizes the attitude that used to help identify the gaps in order to
make necessary improvements.
 Provide learning opportunities: Finally it leads towards learning opportunities through
proper assessment of project management competency through organizational, individual
as well as team.
 Successful completion: It leads to victorious conclusion and helps to attain the fixed
targets.
 Pronouncement creation: Identification of trouble previous helps to address problems
and make decision whether the development should carry on by production a do or not-do
decisions in each phase.
Project benefits in context of wider hospitality and tourism economy
This project enhances the productivity of employees in order to provide complete satisfaction to
customers who help to enhance the sustainable tourism within the hotel as well as in country

which also contribute towards the development and benefitting communities in destinations all
around the world (Murad, M.W., 2020). It has been a well known concept that sustainable
tourism counts not just for travellers but for tourism destinations and local residents as well. It
helps to contribute in sustainable economic growth which helps in:
 Stimulates GDP expansion
 Increases worldwide trade
 Boosts intercontinental speculation
 Creates job efficiently
 Promotes comprehensive enlargement
 Strengthens rustic or reluctant communities
 Revitalizes city areas
 Improves assess to income via travel technology
 Benefits women as it offers employment to female members as well
 Facilitates preservation as environment based tourism is highly in demand which
increase value of places along with generation of funds which has been used for
conservation.
 Raises weather modify consciousness as sightseeing is often a modernizer of sustainable
expenditure and manufacture and type of weather alter consciousness.
 Key driver of depressed economy and increases the value of marine conservation.
 Protects educational sites as guests’ expenditure in various duties which contribute to the
capital needed for the defence of significant cultural sites.
 Sustains insubstantial heritage such as music, arts, and oral traditions.
 Spread humanity
 Cultivate intercultural sympathetic with meeting diverse people and experiencing other
cultures via promoting peace and security understanding.
 It acts as post conflict recovery tool for many delicate and disagreement situations.
However, it has been analysed that this project will ultimately provides help to Hilton as well as
the whole economy of the country (Noguera, M., 2019).

CONCLUSION
From the above report it has been concluded that hospitality management provides biggest
contribution that make to the financial system of a country is creating a multitude of new jobs. It
is highly contributing to the job opportunities existing as tour guides, tour planners, and travel
consultant in hotels and resorts. The report had highlighted the project of Hilton which has been
prepared in order to evaluate the problems and resolve them which are related to the
enhancement of customer satisfaction with providing them efficient services as well as proper
management related to satisfaction management of clients as well as employees in order to
enhance the productivity of employees and the whole organization. The complete project has
been prepared, evaluated and monitored which provides in depth knowledge to satisfy clientele
those are coming to the business premises. And finally it also described the detailed information
about their contribution in the enhancement of overall economy of the country as well as the
hospitality industry in complete manner.

REFERENCES
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