Hilton Hotel: Service Encounter and Managerial Analysis Report

This report provides a comprehensive analysis of Hilton Hotel's service operations, encompassing both front-stage and back-stage processes. It details the flow chart of operations, highlighting key departments and their functions. The report explores the various services offered by Hilton, including r...Read More

Real Life Service Organisation
You Are Familiar

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Overview of real life service organization.............................................................................1
Flow chart of back stage and front stage operations..............................................................2
Services provided by Hilton hotel..........................................................................................3
Significance of service encounter...........................................................................................4
Analysis of managerial implications......................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
Online:..............................................................................................................................................9

INTRODUCTION
Real life services is a non- profit agency that provides help for community and society. It
This report will discuss about the Hilton hotel that provde the best quality of services to their
customers. This report will discuss about different functions and operations of front stage or back
stage in hilton hotel. This assisgement will describe the flow chart of hilton and their specific
operations and functions. Further, this assisgment will describe managerial implication in the
organization.
Overview of real life service organization
Hilton is a leading organization in hospitality industry and also expand their business all
over the world. It was founded in the year 1919. This organization is backbone of hospitality
industry to deliver growth in the marketplace. Hilton hotel is a flagship brand and this hotel is
targeting both business and leisure traveler with different locations. This organization provides
loyalty to their customers and therefore, Hilton hotel provide facility and service to their
customer and also provide an exclusive discounts or benefits. Hilton is one of the leading hotels
which provides the best quality of facilities and services to customers. Primary goal of this
organization is to provide the best quality of services which are important for economy as well as
country (Alekseev, Charness and Gneezy, 2017). Hilton organization is the fastest growing real
life service organization for managing the business services effectively and efficiently.
This comapny to manage business activities such as marketing, housekeepers, kitchen
worker, human resources etc. Hilton has many rooms and provides luxury services to their
consumers. This organiozation provides a variety of services to their customers such as WiFi,
keyless entry, digital check in and check out. They launch their own application to book hotel
rooms at any time or place.
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Flow chart of back stage and front stage operations
(Source : Flow chart of Hilton Hotel, 2017)
This diagram shows front and back stage operations of hilton hotel. According to figure,
it can identify that there are different departments in front office and they are performing distinct
functions and operations.
Front office departments:
 Room division
 Food and beverage
 Sales and marketing
There are different department performing different operations and functios in
organization. Each and every department are different role and responsibilties. front office
executive is important for organization to manage their guest list and also verify the
identification of particular customers. staff member has more responsibilties to arrange all the
facilities and services to their customers. Hilton hotel is the fastest growing organization to
manage business operations and functions effectively and efficiently (Andersson and Lindström,
2017). front stage has performed many activities to manage their functions in an effective
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Illustration 1: flow chart

manner. There are some important operations and functions performed by management in front
stage like:
 Interacting with the customers or guests to provide accommodation according to their
requirements.
 Check availability of room and Assign to guest .
 Collecting and verifying the information of guest and registration.
 Creating customer account by front office accounting system.
 accommodation for customer
 Follow the payment services at check-out time.
There are various types of back stage operations and functions performed by management
system which are discussed as follows:
 Identifying the guest type at checking time and also, entering details in hotel’s database
system.
 Hotel highly preferences to their guest and provide the best quality of service and
facility.
 Managing and maintaining the customer account by using accounting system
 Preparing customer bill
 Storing the amount or balance of guest bill
 Creating or managing report
Services provided by Hilton hotel
There are variety of services and facilities provided by organization as described below:
Restaurants
Food and beverage- There are different variety of food and beverage facilities provided
such as wine, chocolate, cake, fresh juice and handmade items. Many customers get attracted
towards their services (Ballantyne and Nilsson, 2017). Hilton organization encourage to the guest
for celebrating their birthday at special occassion. They also using different food and beverage
for celebration purpose.
Luxury rooms- Hilton hotel provide facility of luxury room and more customer attract
towards their services.they also book standard room but cost is hig. It also provide the special
discount for guest. It is useful for customer to enjoy their weakeend . Hilton hotel also add some
specific features such as king size room, balcony, bath tub for children, etc.
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Exclusive offer- Hilton hotel offering room services and provide facility such as flower,
birthday celebrations, chocolate, decoration items, breakfast. This organization charge extra
money.
Leisure and amenities- Hilton hotel provide the best facility to their customer and it also
promoting the city tour, bicycle rental, tennis court,gym that suitable for guest. If organization to
know that guest are comming from city for first time. Hilton send private guide and vehicle that
help for guest to know aout city, culture and popularity etc.
Transfer- many peoples are travelling for one place to another for business purpose so
that it required for organization to provide transportation services.Hilton hotel provides
transportation facilities and services to their customers or guests. In thsi way, customer can start
their journey effective manner.
Prefered view- Most of the guests preferred the best room of hotel and it is important for
organiozation to arrange luxury room on time. Hilton hotel is providing many options to their
guests to upgrade their services and facilities.
Significance of service encounter
Service counter is main part of Hilton hotel to provide the services to their customer. It is
also service counter that available the front desk in organization.
Hilton hotel provides excellent services to their customers which is important for
organization to maintain relationship with their guests. For example: It is the most important
opportunity for hotel to create long lasting impression in front of customers.
In hospitality industry, Hilton hotel provides the best quality of services to their customer
and this organization focuses on guest’s happiness and satisfaction. Manager has responsibilities
for managing the business operations and activities. (Bigby and Craig, 2017).
Customer expectations- Hilton hotel always look for customer expectations and their
requirement which is important for organization to increase their productivity and profitability.
Customer satisfaction is the key element for Hilton hotel to provide an effective quality of
services to their guests (Teräs and Kartoğlu, 2017). This organization is aware about the market
trends for imeplementing innovative idea for growth and development Customer expectations
and demand increase because of market trends and it also change according to the guest
behaviour Hilton hotel is determine the feedback of particular customer and also identify the
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positive and negative review. Sometimes, negative feedback can damage the brand image and so,
it is required to improve the facilities and services.
Deliver on your promise- Hilton hotel maintain the relationship between guests and
management. It is required for business to keep guests happy and satisfied. This company will
promise many things to their customers and therefore, it is important for organization to return
need deliver what promise.
Customer loyalty- satisfaction customers are loyal customer,hilton provide the best
services and also build loyalty towards customers. Many customer attract towards the
organization beacuse of loyalty and brand image. Hilton hotel give extra services to their
customer. This organization mainly focus on customer valuable time and memorise.
Positive feedback- Feedback is an important part of hotel industry because it depends on
the customer experience. It is important for hilton hotel to provide the best services to their
customers. It makes sure that it easy for customer to feel happy. Communication is the best
platform for interacting with guests to identify their requirements. Hilton always try to resolve
problem and issue of customers which is important for the business process.
Be realistic- Hilton hotel is a realistic and provide the correct infromation of hotel and
their services.(Camargo and Gretzel, 2017). Hilton hotel maintain their services in effective
manner that required for organization and customer.
Analysis of managerial implications
Managerial implication is the best technique for summarzing the result of particular
action. They mainly focus on evidence that provide overall report and implement the results.
Hilton hotel is a leading organization for increasing their business and it is required for managing
business process. manager is the most important person for identifying the requirement of firm
in a proper manner. Manager is playing an important role in this hotel because they can handle
siutation and condition of business activities. Manager has implication quality to mainatin the
business conditions and their situations. All staff members perform different functions that are
delegated by manager. It will support the internal mechanism of hilton hotel. Manager is
creating a bridge between in higher authority to translating an effective strategy and goals (Dodd,
2017). Hilton hotel performing different operations and functions to identify the actual outcome
of business. There are different type of managerial implication apply in business development
process describe in given below:
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Staffing and hiring- In Hilton, manager is hiring the efficient employees that can manage
all activities of hotel. Time to time, they are conduting hiring process to select the best employee
beacuse it easily manages the business operations and functions.
Training new employee- Manager provides training program for new employees to
increase their capability and abilities. In Hilton hotel, manager is playing an important role for
increasing their efficiency towards the business development. Training and development
programs are important for organization because new employees understand the needs and
requirements of business. It also helps in enhancing their capability towards goals and
achievements (Kruschwitz and Hull, 2017).
Delaing with performnace issues and terminations- Manager also deals with the
employee performnace and it also determines the capability of employees. Manager has more
responsbility to identify the business requirements according to needs. It can modify strategy and
planning. Staff memeber cooperate the entire business and manager terminate employees.
Timely performance evaluation- Manager will check the business performance and
identify that this is benefical or not for business development. Timely performnace verification
or evaluation are important for organization and manager can determine the need and
requirement. Afterward, it also improve the services according to customer. Hilton hotel
develops their own performnace evaluation plan which maintain by manager (Hoffman, 2017).
It is required for organization to check the performance of business.
Controlling and monitoring budgets and expenses- Manager is controlling, managing
and monitoring overall budget of expenses. Manager is planning an effective startegy for
increasing the business process across the world. They always provide the best services to their
guests. Overall budget helps in identifying the cost and investement required for business
process.
Reporting and tracking overall performance to senior management- Manager can track
the overall performance of business and employee deliver to senior management. Manager is
translating the business logictiscs, development criterias and strategic planning for higher
authority etc. Tracking and reporting are required for manager to provide all infromation
regarding hotel to the owner and higher authorities.
Goal setting and planning for future development- For future growth and development,
it is important for Hilton hotel to set up their goals and targets. Manager has reponsibility to plan
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effective strategies for achiving their goals and objectives. Goal setting and planning is
developed by manager beacuse they have ability to handle all situations and conditions in an
effective mannner.
CONCLUSION
As per the report, it can be concluded that Hilton hotel manage their busines operations
and functions effective manner. It is a necessary part of hospitality industry to maniatin
relationship with their customers. Further, it also discuss about the managerial implication in
business process. As per above report, it also identifies the different function in front stage and
back stage operations in organization. Further, this report also discuss the flow chart that
representation of overall busines activities.
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REFERENCES
Books and Journals
Alekseev, A., Charness, G. and Gneezy, U., 2017. Experimental methods: When and why
contextual instructions are important. Journal of Economic Behavior &
Organization, 134, pp.48-59.
Andersson, A. and Lindström, B., 2017. Making collaboration work–developing boundary work
and boundary awareness in emergency exercises. Journal of Workplace Learning, 29(4),
pp.286-303.
Ballantyne, D. and Nilsson, E., 2017. All that is solid melts into air: the servicescape in digital
service space. Journal of Services Marketing, 31(3), pp.226-235.
Bigby, C. and Craig, D., 2017. A case study of an intentional friendship between a volunteer and
adult with severe intellectual disability:“My life is a lot richer!”. Journal of Intellectual &
Developmental Disability, 42(2), pp.180-189.
Camargo, B.A. and Gretzel, U., 2017. What do tourism students know about sustainability and
sustainable tourism? An exploratory study of Latin American students. Journal of
Teaching in Travel & Tourism, 17(2), pp.101-117.
Dodd, A., 2017. Finding the community in sustainable online community engagement: Not-for-
profit organisation websites, service-learning and research. Gateways: International
Journal of Community Research and Engagement, 10(1), p.185.
Hoffman, A.J., 2017. Millennials, Technology and Perceived Relevance of Community Service
Organizations: Is Social Media Replacing Community Service Activities?. The Urban
Review, 49(1), pp.140-152.
Kruschwitz, U. and Hull, C., 2017. Searching the enterprise. Foundations and Trends® in
Information Retrieval, 11(1), pp.1-142.
Teräs, H. and Kartoğlu, Ü., 2017. Authentic learning with technology for professional
development in vaccine management. Australasian Journal of Educational
Technology, 34(3), pp.15-29.
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Online:
Flow chart of Hilton Hotel, 2017[online] Available through:<http://nepinetwork.org/back-of-
the-house-definition/back-of-the-house-definition-stylish-hrmps-12-midterm-chapter-4-
pertaining-to-decor-2/>
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