Report on the Appraisal of Guest Service Experience in Hotel Hilton

This report provides an appraisal of the guest service experience at Hotel Hilton, focusing on service provision and quality management. It covers various aspects such as reception, accommodation, food and beverage, and security services. The report also examines the impact of changing customer preferences on hotel management, emphasizing the importance of adapting to modern techniques and amenities. It highlights the significance of guest feedback, customer satisfaction, and the use of technology in enhancing the overall experience. The report references several academic sources to support its findings and concludes by emphasizing the importance of customer service in the hotel industry.

An Appraisal of a Guest
Service Experience

Table of Contents
INTRODUCTION
CONCLUSION
FINDING
REFERENCES

INTRODUCTION
An Appraisal of a Guest Service Experience is focus on some certain area.
It is all about guests belief of the support they have received from the hotel.
In guest service's hotel provide effective hotel services which attract more
customers.
In this presentation will use some terms such as Guest Services, it means
those services which offer by the hotel. That services are helpful for support
and help guest in hotel. Guest services desk in hotel lobby, from where
guest satisfy their needs.

Service provision and quality management in hotel
Hilton, UK.
SERVICES PROVIDED BY HOTEL HILTON
Reception services for guest
Accommodation and room services
Food and drinks services
Security services

Quality management in Hotel Hilton
Cost of quality(CoQ)
Total Quality Management(TQM)

Connect with guests on personal level.
Use guest feedback to make future decision.
Respond to guest feedback.
Improving the service quality.
Hotel adapts for changing consumer prefreances

Changing customers preferences affect guests
service management
Changing in customer preferences the hotel guest service management also
affected, because for this management have to provide services as per the
guests needs. For an example, hotel Hilton provide very lavish rooms and
accommodation facilities which are base on modern techniques and
amenities.

CONCLUSION
In this presentation has been concluded about the guest services which are
provided in hotel to their customers. In this presentation has been included
the various services which are provided by hotel Hilton such as room and
accommodation services, food and drinks services etc. It has been also
describes the Unique selling point of hotel. In presentation, it has been
concluded the changes in customer preferences and how customer
preferences make impacted on guest service management of hotel.

FINDING
In this presentation will learn about the all types of
customers services which is provided by the hotel
management for the improving the experience of
customers in hotel. In this presentation will also learn the
various hotel services which are provided by hotel
management for attract their customers. On the bases of
presentation will also understand the customers
preferences and its importance in hotel services. And
how customer or guests services will affected the guests
service management in hotel department. The bases of
presentation will know about all the basic and important
things about hotel industries.

REFERENCES
Cai, R.R., Lu, L. and Gursoy, D., 2018. Effect of disruptive customer behaviors on others'
overall service experience: An appraisal theory perspective. Tourism Management.
69. pp.330-344.
Umasuthan, H., Park, O.J. and Ryu, J.H., 2017. Influence of empathy on hotel guests’
emotional service experience. Journal of Services Marketing. 31(6). pp.618-635.
Gibbs, C., Gretzel, U. and Saltzman, J., 2016. An experience-based taxonomy of branded
hotel mobile application features. Information Technology & Tourism. 16(2). pp.175-
199.
Khan, I., Garg, R.J. and Rahman, Z., 2015. Customer service experience in hotel
operations: an empirical analysis. Procedia-Social and Behavioral Sciences. 189.
pp.266-274.
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.120-130.
Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its
impact on brand image in hospitality sector. International Journal of Hospitality
Management. 45. pp.77-87.

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