Premier Inn: Analysis of Hospitality and Guest Service Strategies

This report provides an analysis of hospitality and guest services, focusing on the role and importance of guest service practices within the industry. It examines the changing consumer preferences, highlighting the impact of technology, sustainability, and evolving consumer needs. The report explores the nature, scope, and role of guest services, discussing how guest needs are met and who the main consumers are. It emphasizes the benefits of guest service standards for businesses and identifies key consumer trends such as voice search, contactless payments, and the use of robots in hotels. The conclusion stresses the importance of high-quality guest service for hotels like Premier Inn to retain customers and achieve growth. The report references relevant studies in hospitality management.

HOSPITALITY AND GUEST
SERVICES

 INTRODUCTION 3
 Role and importance of hospitality and guest services practices 3
 Describe the changing consumer preferences and developments in this
hospitality provision. Explain the nature, scope, and role of the guest
service and how the guest needs are met 3
 Discuss who the main consumers are that enjoy these guest services you
are discussing and how they are changing hospitality provision. Benefits
of guest service standards to business 4
 Identify at least three prominent and important consumer trends,
authenticity of the guest service linking to the trends 4
 CONCLUSION 5
 REFERENCES 6

Contents

Guest Service in the Hospitality Industry prepares hospitality managers to
meet and exceed guests' expectations through quality service that is
evident in all of the operation, its people, and its plan. This report
highlights issues such as role and its importance with practices related to
hospitality.
INTRODUCTION

It is considered as an very important measure as it is the first
point in which both the parties get in contact or in conversation. It is
important that they are prepared so that they can form a long lasting
impression in their minds. It deals with identifying the needs or
expectations of customers and serves them as per their needs so that they
can make their trip memorable.
Role and importance of hospitality and guest services practices

There are many areas in which preferences of customers have
been changed such as
 Tech Explosion-
Most of the guests nowadays are user friendly with technological
aspects.
 Sustainability-
Many of the people are concerned for environment and by
investing in this area hotels such as Premier Inn can attract them. For
instance by putting a solar plant for their hotel they can show themselves
that they invest heavily in eco friendly measures.
Describe the changing consumer preferences and developments in this hospitality provision.
Explain the nature, scope, and role of the guest service and how the guest needs are met.

Role of guest service is vast as they have to look and serve in many
areas and any errors in their performance can make their impression
bad in the eyes of target audience. Their role includes maintaining
the quality, looking after factors such as hygiene, waste and
increasing the productivity at certain levels so that they can serve as
per their demand.
Continued..

Usually everyone enjoys guest service in hotels but it is the high
end class which is targeted by Premier Inn who prefers it. Due to change in
market trends their requirements have changed a lot as they want the
service which is as per their lifestyle. For instance now they have the
option to get a personal mini bar in their room.
Discuss who the main consumers are that enjoy these guest services you
are discussing and how they are changing hospitality provision. Benefits
of guest service standards to business

 Voice search and voice control-
This aspect is in trend both inside and outside the room as
consumers are using voice search to find a suitable hotel for themselves.
Other than this hotels have to equip with devices that enables voice
recognition and allow control to their customers through that.
 Contactless Payments-
This is considered as one of the biggest trend in the sector and it
has helped them to improved guest service through online and contactless
measures.
 Robots in hotel-
Automation in this sector is considered as leisure to people.
Hotels, restaurants are using it to provide necessary information to
customers and keeping the measures of security up.
Identify at least three prominent and important consumer trends,
authenticity of the guest service linking to the trends

From the above studies it has been concluded that hotels such as Premier Inn
needs to offer high quality guest service and identify their needs and wants
so that they are satisfied with their services. This will help them to retain
them for long time and they can achieve growth.
CONCLUSION

Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical
study of service and experience dimensions on guest outcomes in the
hospitality industry. Journal of Hospitality Marketing &
Management, 27(2), pp.178-195.
Golubovskaya, M., Robinson, R.N. and Solnet, D., 2017. The meaning of
hospitality: do employees understand?. International Journal of
Contemporary Hospitality Management.
Ford, R.C. and Sturman, M.C., 2018. Managing Hospitality Organizations:
Achieving Excellence in the Guest Experience. SAGE Publications.
REFERENCES