Analysis of Hilton Hotel's Guest Services and Customer Trends Report

This report examines the guest services provided by Hilton Hotel, focusing on quality management and service provision across food and beverage, room services, housekeeping, and customer care. It analyzes how Hilton adapts to evolving customer tastes and preferences, including the demand for fast service, healthy food options, online services, and diverse flavors. The report further explores the impact of these changing preferences on guest service management, considering factors like pricing, tangibility, service quality, and the growing emphasis on healthy food options. The conclusion emphasizes the importance of guest services in the hotel industry and the need for continuous adaptation to maintain customer satisfaction and loyalty in a competitive market. The report is a comprehensive analysis of Hilton Hotel's approach to hospitality and its strategies for meeting the evolving needs of its guests. This assignment is available on Desklib, a platform providing AI-based study tools for students.

HOSPITALITY & GUEST
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Quality management and service provision.................................................................................1
Hotel adapts changing customer taste and preference.................................................................2
Customer changing preference impact on guest service management........................................4
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Guest Services is the representative of work in the spas, hotel and other locations that
help the guests to get the services and information that are required to make their stay more
enjoyable. As guest services listen to the guest and help to accommodate guest request. Hilton
hotel is the American MNC hospitality company that franchise and manages broad portfolio
restaurant and hotels. This report highlights the quality management and service provision and
the way hotel adapt changing the customer preference(Ariffin and et.al., 2018). And also reveals
the changing of taste and preference of the consumer impact on services in guest management. In
this regard present report has been prepared.
MAIN BODY
Quality management and service provision
Food and beverage-
Hilton Hotel provide the food and beverage services in their restaurant. It provides the
quality food service to the customer by using the good organic raw material which bring quality
in the food and also keeping the cleanliness in the operation of the food so that it can provide the
hygienic food to their customer. By providing the good quality of food and services to their
customer, it can satisfy the customer expectation and satisfy the consumer, as the consumer want
a healthier food because they are more aware about the health today. And also keeping the
cleanliness in the food operation which can attract the customer towards the restaurant, as it
provide the quality food that is hygienic in nature that can attract the customer towards the Hilton
hotel and make the customer to retain at one place, hence it increases the profitability of the
restaurant(Chathoth and et.al., 2016).
Room services-
Good room services are provided by the Hilton Hotel, It provides the centralized room
services to their customer where the customer can get the food in the room itself with the help of
the waiters. Si that the customer can easily order the food and have food inside the room and
make their time enjoyable. To make more convenient for the customer it provides this services to
the customer, so that the consumer can feel more comfort. By providing the centralize room
service it help the Hilton hotel to increase the number of customers in the market because of
good room services are provided by the hotel above the consumer expectation. Which can satisfy
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the customer, and they become loyal towards the customer which can increase the reputation in
the competitive market.
Housekeeping-
Hilton hotel provide the good housekeeping services to the customer. It maintains the
cleanliness in the room by cleaning the room after the checkout of the consumer by the room and
maintain the room clean with the help of the housekeeper which have the responsible for all the
activities of the housekeeping. And clean the room time to time after the guest check out and
provide the best quality of services to the customer(Cvelbar, Grün and Dolnicar, 2017). This
effective housekeeping help the Hilton hotel to control the workplace hazards and remove the
waste material & other hazards from the work place. So that which can provide the safe and
clean place to their customer. Which result it can satisfy the consumer needs and expectation.
Hence, by providing such effective housekeeping to the buyer the Hilton hotel can raise the
number of customer, as it attract towards the Hilton as it provide the quality service to its buyer
which satisfy the consumer.
Customer care services-
As it gives the good consumer care service to the buyer by dealing with the customer
with patience as it is the crucial for the buyer service professional. Employees of the Hilton listen
to the customer and handle them with patience that can help the customer to feel like alleviate
the current frustrations. And also communicate clearly to the customer so that if any question is
their than that can be solved out easily. As the management by providing the best quality
services to the customer it can help the Hilton hotel to increase in the profitability as more a
more customer can come by getting attraction from its quality services( Ikkala and Lampinen,
2015).
Hotel adapts changing customer taste and preference.
In the competitive environment, the taste and preference of the customer also changes in
the business market, as highly technology and the fast solution offered by the other brand or
restaurant. Then the hotel sector also as to adopt the changes to keep up with a consumer
expectation. Major changes in the customer are-
Fast Services- According to the modern era the customer now hate waiting, and want
fast service. This changes is driven after the growing the mobile phones use and the increase in
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internet. As the use of mobile phone keep grow in many sector. It also create impact on the hotel
industry now the customer directly order the food with the help on online food delivery. And I
that food delivery process if they found that food is not delivered on time than they shift to the
next option. They can't able to wait any more, it became habit for the current customer which
have effect the business( Ivanov, Webster and Berezina, 2017). So to avoid this the hotel has to
provide the fast food service to the customer for that the hotel has to adapt the online delivery
fast service by providing the good training to the staff member so that they provide fast service
to the consumer more than their expectation.
Healthy food- As the customer is now more conscious about their health and giving
more attention to the quality food. It changes the taste and preference of the consumer towards
the organic food and if the restaurant not provide the quality food to the customer the consumer
can shift to another restaurant where they get the best quality food. So to sustain in the market
the hotel industry has to adapt the changes and try to bring quality in their product, so to keep
their customer at fix place. The restaurant has to provide the quality food to the customer which
can satisfy the buyer taste and preference.
Online services- The fast spread of the internet usage has raised in access to the e-
commerce & online ordering became boon to the hospitality industry( Luo and Qu, 2016).
Because of the internet the taste and preference of the customer also changes in the modern era,
and increasing the usage of online guest booking and ordering improved. And also the many
other industry also prove few discount on online booking services that can attract the customer
and the customer can easily attract toward the low cost or the discount offer by other industry. So
it is very essential for the hotel industry to adopt the online service, so to hold the customer,
otherwise it is very difficult for the customer to stop from shifting to other restaurant, whosoever
providing the best online services. And also the hotel industry keep on update the latest
technology which are keep on changes in the market, so to provide better online services to their
customer as compare to the competitive in the market.
Variety of flavours- Due to changes in the taste & preference of the customer, now days
customer are also mostly going for the varieties of the flavour in the food or want more varieties
or choice of food. Because of such changes in the customer taste( Piccoli, Lui and Grün, 2017).
Hotel has to adopt such changes and try to bring variety of flavour in the food and provide more
choice or varieties of food flavour to the customer, so the customer can get option to choose the
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flavour from the variety foods. To sustain in the competitive market however the Hilton has to
adapt the changes and provide varieties of flavour or taste to the customer which satisfy the
buyer preference.
Customer changing preference impact on guest service management.
Today the food industry is mostly influenced by the fast changes in the consumer
preference, which create impact on the service management, because of these changes the
operation can be prepared and identify to meet the changing customer preferences that result
from change in technological, demographical, legal, cultural, societal characteristics of industry.
Such as price- It also indicates one of the customer preference, as the promotion of new item for
the limited period can run with the purpose of fuelling the sales and raise the frequency of visits.
Which indicate the price fairness that impact customer satisfaction and loyalty so the customer
satisfaction and loyalty is important to accept the price( Rauch and et.al., 2015).
Tangibility- As the customer taste and preference are keep on changing with change in
the environment because of this they don't have tangible on particular thing which impact on the
service management of the Hilton hotel. As they keep on update the new policy on the basis of
their taste and preference of the consumer. And it is very difficult and costly as they keep on
identify the customer preferences and their demand in the market. So that they can satisfy the
consumer.
Quality of service- In the changing environment the customer preference also change and
they want more quality in the services and expectation of good quality services by the restaurant.
If the hotel not provide the quality service such as food can be serve in the well and maintain and
in proper way & in well discipline and proper communication can be their, and maintain
cleanliness etc. ( Ariffin and et.al., 2018). like quality can be maintained. Such services impact
on the service management, Because to provide the quality service, management has to provide
good training to the staff members. So that they can provide good service to the customer which
can satisfy the customer make the customer loyal to the restaurant.
Healthy food- As the customer are more aware about the food and they are more
conscious and giving more attention to the healthy food, which also create major impact on the
service management. As the management has to provide the quality and healthy food to satisfy
the customer, for that, they have to use the fresh and healthy raw material which are little bit
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costly, But it increase the customer even the price of the item is slightly costly because it provide
the healthy food. So the management has to keep on check the quality of the food to maintain the
quality of the food( Chathoth and et.al., 2016).
CONCLUSION
From the above study it is concluded that guest service is very essential for the hotel
industry as it provide the well service to the customer and take care of the consumer. Also it
concludes that maintain quality in the food services, so that it can satisfy the customer
expectation by serving the quality food and adapting the consumer preference it can retain the
customer at specific restaurant. And changes in the customer preference create greater impact on
the service management of the hotel industry as they have to keep on update the new policy to
satisfy the customer preference.
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REFERENCES
Books and journals
Ariffin and et.al., 2018. Exploring the influence of hospitality on guest satisfaction in luxury
hotel services. e-Review of Tourism Research. 15(1).
Chathoth and et.al., 2016. Co-creation and higher order customer engagement in hospitality and
tourism services: A critical review. International Journal of Contemporary Hospitality
Management. 28(2). pp.222-245.
Cvelbar, L.K., Grün, B. and Dolnicar, S., 2017. Which hotel guest segments reuse towels?
Selling sustainable tourism services through target marketing. Journal of Sustainable
Tourism. 25(7). pp.921-934.
Ikkala, T. and Lampinen, A., 2015, February. Monetizing network hospitality: Hospitality and
sociability in the context of Airbnb. In Proceedings of the 18th ACM conference on
computer supported cooperative work & social computing (pp. 1033-1044). ACM.
Ivanov, S.H., Webster, C. and Berezina, K., 2017. Adoption of robots and service automation by
tourism and hospitality companies. Revista Turismo & Desenvolvimento,. 27(28). pp.1501-
1517.
Luo, Z. and Qu, H., 2016. Guest-defined hotel service quality and its impacts on guest
loyalty. Journal of Quality Assurance in Hospitality & Tourism. 17(3). pp.311-332.
Piccoli, G., Lui, T.W. and Grün, B., 2017. The impact of IT-enabled customer service systems
on service personalization, customer service perceptions, and hotel performance. Tourism
Management. 59. pp.349-362.
Rauch and et.al., 2015. Measuring service quality in mid-scale hotels. International Journal of
Contemporary Hospitality Management,. 27(1). pp.87-106.
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