Guest Service Report: Evaluating Hospitality Service and Hotel Systems

This report provides an in-depth analysis of guest services in the hotel industry, focusing on the critical elements that contribute to exceptional customer experiences. It evaluates customer service standards, emphasizing the importance of efficiency, responsiveness, and consistency, and explores how these standards are influenced by corporate culture. The report delves into the five key service systems: preparation, execution, guest preference and experience tracking, recovery, and continuous improvement, highlighting their roles in optimizing hotel operations and enhancing customer satisfaction. Furthermore, the report offers recommendations for improving hotel performance through effective implementation of these service systems, ultimately aiming to enrich the overall organizational performance and customer loyalty. The report concludes that continuous improvement and focus on enriching customer experience will lead to overall development of the organization.

The Secret Weapons of
Service Report

Table of Contents
INTRODUCTION ..........................................................................................................................1
MAIN BODY...................................................................................................................................1
Main Findings..................................................................................................................................1
Customer Service Standards...................................................................................................1
Corporate Culture...................................................................................................................2
The 5 Service Systems ...........................................................................................................2
Preparation..............................................................................................................................2
Execution................................................................................................................................3
Guest Preference and experience Tracking............................................................................3
Recovery.................................................................................................................................3
Continuous Improvement.......................................................................................................4
Recommendation....................................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES ...............................................................................................................................6

INTRODUCTION
Guest services at hotel are the amenities, services that are basically provided at the hotels.
The concept of hospitality is basically a relationship between the host and a guest which involves
providing services to the guests and visitors. The report involves the importance of guest services
strategies and evaluation of the range of hospitality services in order to have a deep
understanding of the operations systems, changing nature of consumer demands and resource
provision. The report further involves customer service standards and how they are related to
corporate culture, brand-consistency standards and grading systems. Furthermore, it involves the
five service systems that involves continuous improvement, Preparation, Recovery, experience
tracking, guest preference and execution. In addition to that, it involves the customer service
standards, grading systems and corporate culture.
MAIN BODY
Main Findings
Customer Service Standards
These are basically refers to the interactions among the customer and a business and the
resulting in customer expectations. It involves various factors such as efficiency, response time,
resolution and empathy that goes long way and also contributes towards building a strong
customer relationship. In context to Hotels, the minimum standards involved in customer
experience involves efficiency, availability, accuracy, responsiveness, courtesy and consistency.
In context to Hotels, it is very important for the organisation to have the desired level of
hospitality staffs which involves communication, service efficiency, staff appearance,
communication, hospitality and personal approach and well being of guests. In order to achieve
success, it is important that organisation have a clear and measurable customer service standards
in place. All these standards will help in setting up standards and will provide a acceptable level
of service to the customers. The customer service standards are basically used for the purpose to
confirm the management regarding the desired level of services. In context to setting up of
customer service, there should be specific measures in order to evaluate and monitor the
performance. The application of the customer service standards is basically the responsibility of
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the employees. The various factors such as external factors and changes in the global and local
markets, diversity in the workplace, technological developments and economic developments
have a major impact on the customer service standards(Wiegerink and Huizing, 2020).
Corporate Culture
The corporate culture basically referred to as the behaviours and beliefs of how the
organisation's management and employees handle and interact the transactions outside the
business. The corporate culture basically comprises of four types which involves adhocracy
culture, clan culture, market culture and hierarchical culture. In context to organisations, the
stronger the culture of the company, the better the employees and staff will work in a better
manner. The employees are more likely to be committed, motivated and happy towards the
organisation. It is basically believe that an engaged employee is more motivated towards the
mission and objectives of the company. In context to Hotels such as Hilton, the organisation is
known for having a very effective and efficient corporate culture which is highly enjoyed by the
staff which basically results in motivating them. The better the culture of the organisation, the
better the chances of employees feeling motivated and which will result in contributing towards
the achievement of organisational goals and objectives(Lu, Cai and King, 2020).
The 5 Service Systems
Preparation
The preparation process in context to the hospitality industry basically involves getting
ready for both the beverage and food equipments and surroundings and involves services and
beverages been carried out. In context to hotel industry, preparation plays a very important role
and allows the leaders and managers to make progress with the final task that will help in
reducing the stress (Wong, Rasoolimanesh and Sharif, 2020). In context to hotel industry, it is
very important for the leader and managers to be prepared in advance and getting them ready any
situations in relation to the customers. With the help of prior planning and preparation, it will
help the organisation to achieve its objectives in a effective and efficient manner. In context to
Hilton, the hotel staff make sure that they are prepared for everything, are checking up with the
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front desk, make sure that the rooms are clean and tidy and the hotel runs in successful and
smooth manner (Choi, Mehraliyev and Kim, 2020).
Execution
It is basically defined as the process of carrying out a plan. The meaning of execution is
different in different scenarios and an example of execution is the way the project is being
carried out. In context to hotels, the services are being executed in the manner that can help in
improving the hotel guest satisfaction which involves various strategies such as rewarding repeat
guests, personalizing, offering complimentary services and freebies, implementing in room
technology and reaching out with post booking communication. In context to Hotels, the leaders
and managers focuses on providing high quality customer service to the customers(Aakash,
Tandon and Gupta Aggarwal, 2021).
Guest Preference and experience Tracking
The guests preferences basically involves the loyalty program activity, guest histories,
preferences and other important data and information in relation to the customers and potential
guests. In context to hotels, it is very important to measure the level of customer satisfaction and
in context to organisations, the hotels uses GCC which is known as guest comment cards for the
purpose to measure the customer satisfaction. In context to Hilton, the managers and leaders of
the organisation basically tracks the customer experience as it helps in keeping the record of the
performance evaluation and how the hotel is performing in a better way. In addition to that, it
involves how much the consumers are satisfied with the services of the hotel and how well the
hotel in performing their job in the best and the effective manner (Simons, McLean Parks and
Tomlinson, 2018).
Recovery
A recovery model is basically a database property that basically contributes on how the
transactions are logged and whether the mentioned transaction log allows the backing up and
what kind of restore operations are available. The recovery model can be categorised into three
which is bulk logged, simple and full. In context to the model, it is basically used for the purpose
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to help the individuals with distress and mental illness in order to look beyond existence and
survival. The model encourages the individuals to set the new goals and move forward. In
context to Hilton, the organisation uses this model for the purpose to deal with the staff and
individuals who are suffering from any kind of distress or mental health problems. The recovery
model basically aims at the social support or connectedness. In context to organisations it is very
important to provide individuals with unconditional support in order to cope with the symptoms
and working towards the recovery(Ivanov and Webster, 2019).
Continuous Improvement
It is basically a ongoing process which is basically being carried out for the purpose to
improve the processes, products or services. In context to the aspects of the continuous
improvement it basically is divided into three phases which is implementing, learning and
sharing(Lee, Lee and Koh, 2019). In context to hotels, it is very important for the hotels to
develop its operations and it helps the managers and leaders in offering constant level of guest
satisfaction over the time and also helps in building reputation for the excellent services and
selecting the best performers. In context to continuous improvement it provides benefits such as
reduced waste, customer satisfaction, team work and employee satisfaction, increased
productivity and efficiency, improved product quality and much more. In case of continuous
improvement, there is no tangible operating results of doing any kind of efforts and the
commitment of management might fade away. In context to hotels, the continuous improvement
in the hotel industry involves customer expectations, maintaining high standards and anticipating
those standards(Lu, Zhang, and Zhang, 2021).
Recommendation
In context to hotel industry, it is very important for the organisation to carry out effective
and efficient ways for the purpose to improve the performance of the hotel industry. It is very
important for the leaders and managers of the hotel industry to use the Five service systems in
order which basically comprises of preparation, execution, guest preference and experience
tracking, recovery and continuous improvement for the purpose to run the operations of the
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hotel in a successful manner and improving customer experience (Kelly, Lawlor and Mulvey,
2019).
CONCLUSION
From the above report it can be concluded that improvement of guest services and
continuous improvement plays a very important role in the organisation. In context to hospitality
industry, it is very important to use the five service system in order to improve the operations of
the organisation and also enhancing customer services. With the help of keeping the record of
customer experience, it will help the organisation in overall development and improving their
services in a better and effective manner and focusing on enriching the overall organisation.
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REFERENCES
Books and Journals
Aakash, A., Tandon, A. and Gupta Aggarwal, A., 2021. How features embedded in eWOM
predict hotel guest satisfaction: an application of artificial neural networks. Journal of
Hospitality Marketing & Management, 30(4), pp.486-507.
Chen, T.L., Shen, C.C. and Gosling, M., 2018. Does employability increase with internship
satisfaction? Enhanced employability and internship satisfaction in a hospitality
program. Journal of Hospitality, Leisure, Sport & Tourism Education, 22, pp.88-99.
Choi, Y., Mehraliyev, F. and Kim, S.S., 2020. Role of virtual avatars in digitalized hotel
service. International Journal of Contemporary Hospitality Management.
Hua, N., Li, B. and Zhang, T.C., 2020. Crime research in hospitality and tourism. International
Journal of Contemporary Hospitality Management.
Ivanov, S. and Webster, C., 2019. Economic fundamentals of the use of robots, artificial
intelligence, and service automation in travel, tourism, and hospitality. In Robots,
artificial intelligence, and service automation in travel, tourism and hospitality. Emerald
Publishing limited.
Ivanov, S., Webster, C. and Berezina, K., 2020. Robotics in tourism and hospitality. Handbook
of e-Tourism, pp.1-27.
Kelly, P., Lawlor, J. and Mulvey, M., 2019. Self-service technologies in the travel, tourism, and
hospitality sectors: Principles and practice. In Robots, artificial intelligence, and service
automation in travel, tourism and hospitality. Emerald Publishing Limited.
Lee, M., Lee, S.A. and Koh, Y., 2019. Multisensory experience for enhancing hotel guest
experience: Empirical evidence from big data analytics. International Journal of
Contemporary Hospitality Management.
Lu, L., Cai, R. and King, C., 2020. Building trust through a personal touch: Consumer response
to service failure and recovery of home-sharing. Journal of Business Research, 117,
pp.99-111.
Lu, L., Zhang, P. and Zhang, T.C., 2021. Leveraging “human-likeness” of robotic service at
restaurants. International Journal of Hospitality Management, 94, p.102823.
Simons, T., McLean Parks, J. and Tomlinson, E.C., 2018. The benefits of walking your talk:
Aggregate effects of behavioral integrity on guest satisfaction, turnover, and hotel
profitability. Cornell Hospitality Quarterly, 59(3), pp.257-274.
Wiegerink, K. and Huizing, J., 2020. Resident-driven city hospitality design and delivery. In The
Routledge Handbook of Tourism Experience Management and Marketing (pp. 183-194).
Routledge.
Wiegerink, K., 2018. Value Creation Through Hospitality: A Case Study on the Effect of
Hospitality Trainings. In Innovation in Hospitality Education (pp. 215-230). Springer,
Cham.
Wong, E., Rasoolimanesh, S.M. and Sharif, S.P., 2020. Using online travel agent platforms to
determine factors influencing hotel guest satisfaction. Journal of Hospitality and Tourism
Technology.
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