Report: Appraisal of Guest Service Experience at Marriott Hotel

This report provides an appraisal of the guest service experience at Marriott hotels, focusing on strategies to enhance customer satisfaction. The report examines various aspects of guest service, including room service, food quality, security, and transport facilities. It emphasizes the importance of customer feedback and reviews in evaluating employee performance and implementing improvement strategies. The report suggests rewarding employees based on customer feedback, promoting multitasking skills, and ensuring employees possess the necessary literacy and computer skills. It also highlights the significance of addressing customer issues promptly, maintaining attractive infrastructure, and prioritizing service quality. The report concludes with recommendations for improving customer service, emphasizing employee training, effective communication, and the importance of addressing customer feedback to foster a positive guest experience. The report references several academic sources to support its findings.

Appraisal of guest
service experience

INTRODUCTION
Service industry is that industry where there is no manufacturing only providing services
to the customers. Service industry includes customer service, transport and food service.
Marriott hotel is an American hotel which is providing hospitality services from 1927.
Hotel is providing room service with the excellent rooms and restaurant services with the
excellent quality of food. Marriott is providing security to the customers of the hotel and
proper security is maintained in the rooms of the hotel. Marriott is also providing trans
port facilities and with proper customer service.
Report in consisting of an appraisal of guest service experience and strategies to improve
the guest services. Strategies would include feedback and reviews of the customers
regarding the services provided by the hotel.

Cont....

Cont...
Plan must be implemented in that way where the employees are not demotivated from the
reviews of the customers. Employees of the hotel must be motivated to improve the
performance of the work and reports have to be made to record the performance of the
employees. It must have positive impacts on the employees of the hotel for effective
working in the hotel. Performing of the plan must include the implementation of the
effective plan in effective way which would increase the goodwill of the hotel.

Cont....
Rewards are given to the employees of the hotel which are performing well in the work
provided. Through the process of reviews of the customers, performance of the
employees is calculated and analysed by the employers and those employees with the
best performance are rewarded with the form of bonuses, awards and appreciate the work
in the in front of whole team. Promotion could be provided to the employees of the hotel.
Rewards are given on the basis of reviews and feedbacks of the customers provided
through forms. Performance of the employee is praised and the employee of the company
is motivated to work better and those employees which are not giving their best and
reviews are bad regarding the performance must be motivated to work better and improve
the performance of themselves.

Cont...
Employees of the hotel must be multitasking which includes the work of billing and as
well the attending many guest at a time. Stress management and professionalism in the
employees is making them flexible for work. Marriott must hire flexible employees for
effective working in the hotel. Flexible employees would be able to perform various task
and be friendly with the customers of hotel. Employees of hotel must be literate, they
must have skills of operating computers and mathematics. Payment processing.
Knowledge of computers must include Microsoft office and any additional courses useful
for hotel industry. Employees must have knowledge regarding the central reservation
systems which is used to maintain information regarding the inventory and prices, so that
the employees are able to manage the customers of hotel. Through literacy in employees
of the company guest of hotel are comfortable in communication with them.

Cont...
Customers give feedback and reviews regarding facilities and the services provided by
the hotel. This feedback and reviews must not be ignored, some feedback must be
positive and some would be negative, hotel have to work on the negative feedbacks for
satisfying the guest at the hotel. Marriott is looking after every feedback of the
customers, so that the problems in the hotel would be solved as soon as possible.
Infrastructure of the hotel must be attractive and unique which would attract
customers towards the hotel. Nowadays customers are looking after the infrastructure and
the services provided by the hotel. Customers are provided with the mobile and internet
facilities which will provide satisfaction to them. Issues of the customers must be solved
in the first time. For example customers are having issues, and he has complained it for
first time if problem is solved it would build a positive image and if not solved it would
build a negative image in the eyes of customer.

Cont...
Services in the hotel must be No 1 priority for the hotel employees and the owners of the
hotel. Services of the hotel are rated through the star ratings and reviews of the
customers. Ratings are given in ways of 1 star, 4 star and 5 star. Ratings are also given on
the basis of cleanliness, room service and amenities. Customers of the hotel are
influenced by the managers and the services of the waiters hence customers want those
employees only which they have meet before. Behaviour and style of influencing the
customers is attracting the customers towards the hotel. Services provided by the hotel
must be remarkable and, customers of the company must be provided essential services
which includes quality, value and convenience. Services are called remarkable when
services given by the hotel is extra ordinary and experiences of customers in the hotel
whether good or bad must be told to the hotel staff. Hotel must have focus on the points
which are under the control which can be improved. Hotel would focus on the customer
services and improve the facilities provided by the hotel.

Cont...
Hotel Marriott can implement these guest service strategies which are providing services
to customers must be no 1 motive of the employee of the hotel. Employees of the hotel
must be highly trained in influencing the customers, employees must be efficient in
communication and have skills of operating computers and Microsoft office. Employees
of the hotel must listen carefully and then respond to it in active manner.

CONCLUSION
Report is asking about appraisal of gust services and strategies which would be applied
for effective performance of employees. Performance is calculated on the basis of
reviews of the customers and hotel has to follow the performance appraisal techniques
and process of performance appraisal which includes planning, developing, performing,
access and reviews of the customers. Service strategies which need to be improved in the
hotel is customer service which include room services cleanliness and proper
maintenance of hygiene is must. Effective communication is important because it is
influencing the customers of the hotel. Feedback and reviews of the customers must not
be neglected.

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