This report investigates the challenges of maintaining consistency in the hospitality industry, using the Hard Rock Hotel London as a case study. The research explores the importance of consistency in creating exceptional customer experiences, identifying challenges faced by hotels, and recommending strategies for improvement. The methodology includes a literature review and a research onion approach, incorporating positivism research philosophy. The findings highlight the significance of customer experience, the impact of external factors and changing customer expectations, and the need for skilled employees and effective management. The report provides critical appraisals, recommendations, and suggestions for further work, concluding with an overview of the findings and implications for the hospitality sector. The report emphasizes the need for hotels to adapt to changing market dynamics and customer demands to ensure consistent service and enhance customer satisfaction.
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