Analysis of Guest Service and Hospitality at Hilton Hotels

This report provides a comprehensive overview of guest service within the hospitality industry, using the Hilton Hotel as a case study. It begins by defining changing consumer preferences, including the demand for healthy food options, sustainability, and smart hotel technologies. The report then identifies the main consumer segments in the hospitality industry, such as backpackers, couples, families, and business travelers, and discusses how hotels target these groups. It explores the essential hospitality skills required, including food service, communication, maintenance, and management, while also addressing operational issues. The report highlights the influence of social media on the hotel industry, including advertising and customer relationship building. Furthermore, it examines the nature, scope, and role of guest services, including training models and service standards. Finally, the report discusses the importance of quality management systems in reducing waste and improving product quality, concluding with a summary of key findings.

Guest service & hospitality
Assessment

Table of Contents
INTRODUCTION..........................................................................................................................1
Define the changing consumer preferences and most prominent and consumer trends..............1
Discuss who the main consumers of the hospitality industry......................................................2
Discuss the hospitality skills requirements and operational issues..............................................3
Discuss social media influences...................................................................................................4
Nature, scope and role of guest services within hospitality industry. ........................................4
Quality management system........................................................................................................5
CONCLUSION...............................................................................................................................5
REFERENCES...............................................................................................................................6

INTRODUCTION
Guest service in hospitality industry is described that the taking care of the
customerprovide effective services of hospitality. The hospitality business prepares their worker
and managers to meet the requirements and expectation of customers thought high quality
services (Prayag, Hassibi and Nunkoo, 2019). Therefore, quality guest service is the relevant
delivery of products and service to the customers which not only meets the requirements but also
meet the extra expectations of guests.
The present report is based on Guest service of hotel Hilton. It is the global worldwide
hotel. Hence, Hilton suites in Makkah Saudi Arabia.
The report is cover the various points related to hospitality industry such as changing
consumer preferences, main consumers of the hospitality industry, hospitality skills
requirements, social media influences etc. Lastly, report will describe the Nature, scope and role
of guest services.
Define the changing consumer preferences and most prominent and consumer trends.
The behaviour and habits of the consumers is defines the consumer trends that means
how much money people want to spend on the product and services. Consumer trends helps to
collect the data including information such as how consumers use a product and how they
communicate about a brand with their social network.
Consumer trends.
Consumer Wants Healthy and Organic Food & Drinks - The new trends related to hotel
industry is that the different preferences and need of customers is affects the performance and
profitability of the hotels (Novianti and Fajar, 2019). The Hilton hotel made up fast foods
restaurant and bars and selling different types of drinks. However, in this hospitality sector there
has been some crucial changes in consumer trends. For example, consumer are becoming more
aware about the product and services, they want best and high qualitative services, and they more
concern about their health. Thus, they want more healthy food and drinks for their health.
Therefore, to meet the requirements of customers hotel Hilton re-evaluate their menus like
include healthier foods and drinks including gluten free, dairy free, low fat, vegetarian, vegan
and organic options. Therefore, hotel Hilton make the services according to the expectation of
the consumers. Thus, it helps to meet all the expectation of the customers, it can lead to enhance
the demand of the hotel.
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Sustainability — This issue is also the most concerning issues, because customers concerned
about the environmental issues, and they want to know that entity are behaved ethically in the
environment or not. For this concern of customer, hotel Hilton maintains the Sustainability in the
environment. Therefore, Sustainability is the most important trends of hospitality industry, in
currents situation, hotel Hilton maintain the Sustainability in the environment, so they promote
the Eco friendly environment. For example, hotel Hilton save waters and save electricity by
using the smart light bulbs and solar panel to save the energy. In the accommodation sector, hotel
Hilton take the best decision to maintain the sustainability so, they use the best raw materials
like bed sheets and towels.
Smart hotels — The smart hotel is a hotel that makes use of internet and technological devices
which are highly smart speakers and smart hubs (Bondzi-Simpson and Ayeh, 2019). This all
technolgy are become popular in consumer, in recent trends, customer want high technology
services, and they want to more suitability in the hotel services. Therefore, hotel Hilton makes a
smart hotel that might be, hotel Hilton allows to customer to control the room and air
conditioning form their mobile apps. Also provide the best technology to turn on the TV by
voice command. So this all smart thighs it can enhance the hotel performance because customer
attract toward the high technology.
Discuss who the main consumers of the hospitality industry
There are different types of consumers in hospitality industry. Hospitality industry targets
the market for identify the customers. There are different segment These segments become the
basis for targeted market which is a more efficient and effective method of marketing that help to
identify the potential customers. Thus, different market segments have different preference that
helps to evaluating the target customers.
Backpackers and solo travellers — This types of customer who mostly want to spend time in
travelling not in the hotel, but they also the part of target market because they like to travelling,
and they need rooms for specific time. The hotel Hilton target this type of customers for their
services who need the lower prices over rooms and amenities. Thus, they offer the bare bones
accommodations in exchange for per-night prices on the rooms. Thus, when hotel Hilton
provides the best services and meet the requirements of customer it can lead to increase the
profitability of the firm.
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Couples — This is the another demographic segments who also prefer to go travelling for spend
time together. Therefore, hotel Hilton targets this type of customers. They want high quality of
services like, candlelit restaurants and high-quality room services. Thus, for satisfy this type of
customer, “hotel Hilton” offers the packages including room service discounts, on-site
enjoyment deals and technology room upgrades. Therefore, by giving high quality services it can
lead to enhance the brand loyalty because customer prefer to use the high quality services.
Families — families is the most important targets for the hospitality industry because they have
specific needs, some families want inexpensive hotel services they want to prefer the travel in
once a year. Thus, hotel Hilton targets the families they offer the different types of services
which satisfied the needs of customer. For example, hotel Hilton offer low prices of services
child menus and discounts offers to kid-friendly attractions, such as amusement parks. Thus, the
discount offer attracts the customer it creates the positive impact on the hotel business (Dixit,
Lee and Loo, 2019).
Business travellers - This is the most important consumer of the hospitality industry Because
they spend more money in hotel services. Hotels target this type of consumers to expand the
profitability. For example, to satisfy the needs of consumers hotel Hilton offers the high prices
rooms with high technology like, control rooms, and high quality of room services because this
type of customer generally prefer to stay in their room most of the time.
Hence, These all customers are the mains sources of income of hotel industry. A market
segmentation model is conducted by any firms to meet the following certain criteria fairly
standard steps that are designed by the firm to understand the correlation patterns among large
customer groups. Thus, Segmentation helps to identifying a target market that helps to determine
the new trends that means to target the market hotel Hilton improve their services as the basis for
determining how the preferences and needs of consumers. Thus, hotel Hilton targets the
customer on the basis of matrix and given information.
Discuss the hospitality skills requirements and operational issues.
Hospitality industry requires the beat skills in the employees to mange the operations of
hotels. This industry provides many job opportunity to the peoples'. While many positions are
entry-level, hospitality industry requires the different silks in the employees for the suitable job
and offer both great prestige and excellent compensation.
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Food service — For working in hospitality industry there are few skills which requires for the
job. Food service includes the way of present the foods to the customers, it includes everything
from fast food to working as a server in a high quality restaurant. Therefore, hotel Hilton require
excellent customer service skills in the employees, that means employee must careful attention
when customer orders the foods(forgetting a minor information could give a customer
disappointments related to service) and a thorough high skill about the food services it can lead
to high customer satisfaction as well as it provides the job opportunity to the employees.
Communication skills — This skill is mandatory skills when working in hospitality industry. In
these areas it requires lot of communication between customer, subordinator, staff members etc.
Thus, hotel Hilton require the oral and written communication skills that easily meet the
operational activity of the business. To succeed in this hotel industry, communication ability to
effectively communicate will be relied on time and time again.
Maintenance and cleaning skills — This skill is the most significant skills which requires in the
Hospitality industry. It includes the repairing equipment, changing light bulbs, and replacing
broken locks on bathroom stall doors. Hotel Hilton finds this skill in the employees for maintain
the safety in the environment of hotel.
Management skills — This skill is one of the crucial skills that provide helps to the hotel
business that manage the operational issue of the hotel. Therefore, employees have ability of
management that they easily mange the funds, customer, marketing activities etc. Thus,
employees apply for this position they will have this type of management ability to meet the
requirements of job.
Discuss social media influences
Social media platform is one of the source who really influence the individual. It is the
marketing term that defines that the ability of person affect other people's thinking by use of
social online platform. Thus, many firms influence people by their advertising activity through
social medial platforms (Liu and Mattila, 2019). There are many ways that social media impact
on the hotel industry directly or indirectly. For example, hotel Hilton advertise their hotel
services through online platform. This platform is the big platform to introduce the new product
and service in the market. This is the new trends to promote the product in the market, through
online platforms Hilton hotel target their customer by use this platforms, hotel expand their
customer base. Therefore, social media provides the chance to hotel for build upon customer
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relationship. Therefore, it can increase the hotel reputation by giving the brief introduction about
the services in online platform. Thus, social medial is the best platform who easily influence the
peoples.
Nature, scope and role of guest services within hospitality industry.
Guest service and training model — This model is provided the best training to the employees,
hotels use this model in the business to improve the knowledge, skills and ability In the
employees. Therefore, this training model helps to employees for improve their communication
skills with customers. Through this model it helps to provide training and teaching employees
that how to communicate with employees and how to improve customer support and satisfaction.
Therefore, an employee that they interact and deals with customer is eligible for Customer
service tanning (Khan and Hefny, 2019). Therefore, hotel Hilton use this model in the business
to provide the training to employee. The Best customer service is improved the profitability of
the business. Thus, hotel Hilton conducts the customer training services for improving the
service quality.
Guest service standards — Many firm conducts the tanning to improve the customer services.
Therefore, every firm have basic expectation to their employees that they have ability to meet the
customer needs. But organization improver their standard of service, so they conduct the training
programme that how they are expected to behave when interacting with customers. Therefore,
hotel Hilton used this training method to improve the standards of services and provide the best
service to the customer.
Quality management system.
Quality management system is the best tool which helps to reduce the waste and increase
the quality of product, this tool is helps to reduce the cost of production because this method
provides the resource management. Hotel Hilton use this tool in the business to reduce the waste
of food and drinks.
CONCLUSION
The above report has summarized that Guest service in the hospitality is one of the
crucial factor that describes that customer is important and this important to meet the
requirements and expectation of customers thought high quality services.
The repost has based on Guest service of hotel Hilton. Furthermore, report has described
the changing consumer preferences related to hotel services. Moreover, report has explained the
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main consumers of the hospitality industry and hospitality skills requirements. Furthermore,
report has described the social media influences etc. Lastly, report will describe the Nature,
scope and role of guest services.
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REFERENCES
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tourism. Journal of Global Scholars of Marketing Science. 29(2), pp.151-161.
Bondzi-Simpson, A. and Ayeh, J.K. 2019. Assessing hotel readiness to offer local cuisines: a
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Prayag, G., Hassibi, S. and Nunkoo, R. 2019. A systematic review of consumer satisfaction
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Metaxas, I.N., Chatzoglou, P.D. and Koulouriotis, D.E. 2019. Proposing a new modus operandi
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Bavik, A. 2019. Corporate social responsibility and service-oriented citizenship behavior: A test
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Ivanov, S. and Webster, C., 2019. Perceived appropriateness and intention to use service robots
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