Report on Hilton Hotel's Service Management and Customer Preferences

This report provides a comprehensive analysis of the Hilton Hotel's service management strategies, focusing on quality control and customer satisfaction. It delves into the various services offered by the hotel, including accommodation, food and beverage, gym facilities, and spa services, highlighting how these offerings contribute to customer experience. The report explores the quality management practices employed by Hilton, emphasizing the importance of skilled employees, total quality management, and online services for gathering customer feedback. Furthermore, it examines how Hilton adapts to changing customer preferences through strategies like feedback mechanisms, welcoming guests, offering organic food options, and leveraging technology. The report also discusses the impact of changes in service management, considering both positive and negative aspects such as service cost, market reputation, and technological advancements. Ultimately, the report aims to provide insights into how Hilton maintains its competitive edge and ensures customer loyalty within the hospitality industry.

REPORT

TABLE OF CONTENTS
INTRODUCTION...............................................................................................................3
Different types of services in the Hilton:........................................................................3
Quality management of the Hilton hotel:.......................................................................4
How hotel Hilton will adopt changing customers preference ......................................5
How changes in the changes can impact on the guest service management..............6
CONCLUSION ................................................................................................................7
REFERENCES..................................................................................................................7

INTRODUCTION
In the managements of the hotels hospitality refers to the services provided by the hotel
industry to the customer and focuses to fulfill their expectations from the hotels. It involves the
services like, events, restaurants, entertainment, casinos to the enjoyment of the customer. This
repost shows the managemnt of the hospitality of the hilton hotel. Hilton hotel is the biggest
global brand of the america. Hilton prfovides the various servuces to their customer like room
services, services of the food and beverages in their restaurants, facility of the gym in the hotel
etc. This file focuses on the hoe the hotel improve their quality of the services in their hotel
managemnt. It also involve the process of the hotel that how it will brings changes in the hotel
as per the changes in the preference of the copnsumer. There are various impacts of the
changes taken by the hotel which influence the customer satisfaction.
Different types of services in the Hilton:
Hilton provides the varierty of the services to their customer which fulfils their satisfaction
level and improves the experience of the customer. The services which is provided by the hilton
is the facility of the accommodation, restaurants for the food and beverages, facilty of the body
fitness and gym, services of the online booking of the room.
Services of the foods and beverages:
Hilton provides the variety of foods and beverages to their customer in their hotels. It
have their own restaurants and bars in the hotels which gives the best and delicious food that
will satisfies the wants and needs of the customer from the hotels (Sanchez-Franco, Cepeda-
Carrion and Roldán, 2019). The restaurants have the different kinds of the dishes from which
the customer enjoy whateever they want to eat.
Facility of room:
The customer gets the 24*7 facility of the room in the Hilton hotels wich gives the best
experience vto the customers about the hotel. The customner could enjoy the meals and drinks
in the room of hilton hotel. In the rooms of the Hilton hotels the customer could enjoy the views
of the city from the balcony. The managemnt of the Hilton hotels focuses on the privacy of the
customer in their rooms.
Facility of sites visits:
Hilton hotels provides the facility of the sites visit to their customer by providing the rental
cars. The customer gets the four wheelers and two wheelers facility in the hotel to visist the
sites of the city without any problems. The hotel have the services for the customer like pickup
and drop at their destination (Tontini, and et.al., 2017). For the convenience and comfort of the

customer and wants top incrses the level of satisfaction of the customer the Hilton focuses to
give the best sercvices of the site visit.
Gym services:
In the Hilton hotels there are the facility of the body and fitness of the customer body.
The Hiltons opens the GYM for the customer who are concious about the fitness of the body.
For giving the best experience of the hilton they will purchases the effective products and
equipments of the body fitness such as tredmills and trainers are appoint for the customer
satisfaction.
Facility of the SPA:
For the relaxation of the body of the customer the Hilton also have the facility of the spa
in their hotels. The services of the SPA involves the massage of the body, hair spa, facials to
their customer. These facility will imnpress thye customer and attracts them to come again and
again (Sipe and Testa, 2018). There are the various products of the cosmetics persobnal
guidelines given by the specialist in the hilton hotels.
Quality management of the Hilton hotel:
The management of Hilton hotel focuses in the quality services which they are provides
to the customer. The customer is satisfied only by the effective and good services of the hotel
so the Hilton recruits the best employees in their hotel to improve the satisfaction of the
customer. Quality is improved by adopting the management to determine the total quality of the
services, online services also improves the effectiveness of the services.
Recruitments of the skilled employees:
By organizing the process of the recruitment of the new skilled and talented employees
in the hotel they will work to gives the best services to the customer (Manhas and
Tukamushaba, 2015). By greeting the customer with the good behaviour that they will impress
by them and attract to the Hilton hotels.
Management of the total quality:
The Hilton hotel aims to appoint the total quality management to evaluate the services in
the Hilton hotel by the waiter, cashier, maid etc. the working of the Hilton hotel. The team of the
total quality management measure that the employees of the Hilton hotel working properly or
not and focuses to achieve the satisfaction of the custom er by improving the service level of the
employees. The team will focuses on the cleanliness of the lobby properly which gives the
effective image of the hotel in the minds of the customer.
Facility of online services:

Hilton hotel wanted to improve the quality of the services from their employees. From the
online services of the Hilton hotels the customer gives the feedback about the services of the
hotel, and they make their effective effort in improving the level of the services
(Dzhandzhugazova, and et.al., 2016). The customer gives the ideas and reviews and share
their experience on the websites of the Hilton. These online services helps to improve the
effective quality of the management.
How hotel Hilton will adopt changing customers preference
There are some ways which can help hotel Hilton to adopt customers preference and
they can gain customers loyalty which will affect on the probability of the Company and they
can satisfy customers demand (Cvelbar, Grün and Dolnicar., 2017). If customers will satisfy with
the services which is provided by the hotel then they will increase their reputation in the market
and they will also gain competitive advantages in the market.
Feedback
Feedback is one of the important factor which h can help Hotel Hilton mangers to know
demand of the customers, and according to the customers demand they can make new
strategies which can give satisfaction to the customers. When customer stay in the hotel and
during the check out of the customers receptionist can ask for the feedback and customer will
provide how was their experience during the stay in the hotel. If any service do not satisfy them
then mangers of the Hotel can adopt new strategies to improve services of the hotel.
Welcome
It is important for the receptionist of the hotel to welcome their guest because this will
create imp ration on the customers mind, no matter if they will stay or not it is important for the
Receptionist to respect them and give answers to the inquiry of the customers (Du, Zhang and
Hua., 2015). This will show to the customers that how they will get services in the Hotel Hilton
and this will also help them in the decision making of the customers.
Organic food
Most of the people like to eat organic food and now a days it is trending among the
people because if is healthy for the health and people are careful about their health. This will
satisfy their demand. If Hotel Hilton will adopt healthy food in their in their hotel services then it
will attract people who like to eat healthy food and some people like to eat healthy food because
it looks luxury to eat healthy food (Mirosa, and et.al., 2016). It will create more customer and
they can gain high competitive advantages in the market.
Technology

There are many Hotels who are using new trading technologies in their hotel which
impotent way to satisfy customers. Hotel Hilton can adopt new technology to attract customers.
If they will put new technology in their hotel then it will affect on the customers and company will
make new customers. Technology make any work more essay and technology will increase
more security for customers who will stay in the hotel. Customers always give reference to the
others if they get better services and facilities. It is important for mangers of the Hotel Hilton ti
implement new technologies in the hotels to attract new customers and this will also create
reputation among the customers and they give reference to their friends and family members.
How changes in the changes can impact on the guest service management
Changes can be both positive and negative in the service management because this will
impact on the employees of the Hotel Hilton and and it will also impact in the probability of the
company. Here are negative and positive impact on the guest service management of the Hotel
Hilton:
Service cost
changes will affect on the service cost because if they will give better services to the
customers then they have to charge more from the customers (Xie, So and Wang., 2017). This
will give negative impact on the customers but positive impact is that customers will get quality
services from the Hotel Hilton's service management and one of the important aim for the Hotel
is to satisfy their customers because if they are satisfy with the services then Company can gain
customers loyalty.
Increase reputation in the market
Changes and adoption of the new trends will increase reputation of the Hotel Hilton in
the market and they can gain competitive advantages (Zervas, Proserpio and Byers., 2017).
They can also also show their presence the market and give better competition to the hotels
which are already famous among the the propel they will also make their name in the
Hospitality industry. There is negative impact in the change, if employees of the company deny
to implement changes in the company. This can create problem for the Hotel Hilton and
superiors of the Hotel have to convene them accept the changes.
Technology changes
Technology changes will give good experience to the customers and this will helps them
enjoy services of the Hotel Hilton and employees of the hotel can also do their work more better
and fast but negative impact from the technology is to implement in the Hotel this can take time
to implement and it is very expensive, company have to charge from the customers so they can
overcome from the expenses (Xu., 2016). It will also create problem for the employees because

If Hotel Hilton will implement new technology then they have to give training to their employees
so they can understand how this technology will work and how they can provide better quality
services to the customers of the company , first employees of the Hotel have to understand the
whole process and this will take time and money as well. If employees will nit have idea how to
use new technology during the gust services then they can not solve problems of the customer.
CONCLUSION
As per the above report has been analyzed the services provided by the Hotel Hilton
which include food, technologies, customer welcome on the representation and many more
services has been explained by the report. This report also has been briefly explain that how
quality management of the Hotel Hilton work to provide quality services to the customers and
review provided by the customers. This report has been concluded how customers adopt the
changing customers preferences in which report has been explained feedback, technology,
organic food and many more. In the last this report has been concluded positive and negative
impact of changes in the Guest service management in which report has been explained
cost ,technology etc.

REFERENCES
Books and Journals:
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Production Economics.164. pp.160-166.
Dzhandzhugazova, E.A., and et.al., 2016. Innovations in hospitality industry. International
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Manhas, P.S. and Tukamushaba, E.K., 2015. Understanding service experience and its impact
on brand image in hospitality sector. International Journal of Hospitality Management.
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Mirosa, M. and et.al., 2016. Reducing waste of food left on plates: interventions based on
means-end chain analysis of customers in foodservice sector. British Food Journal.118(9).
pp.2326-2343.
Sanchez-Franco, M.J., Cepeda-Carrion, G. and Roldán, J.L., 2019. Understanding relationship
quality in hospitality services: A study based on text analytics and partial least squares.
Internet Research.
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and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
Tontini, G., and et.al., 2017. Exploring the nonlinear impact of critical incidents on customers’
general evaluation of hospitality services. International Journal of Hospitality
Management. 66. pp.106-116.
Xie, K. L., So, K. K. F. and Wang, W., 2017. Joint effects of management responses and online
reviews on hotel financial performance: A data-analytics approach. International Journal of
Hospitality Management.62. pp.101-110.
Xu, J. D., 2016. Retaining customers by utilizing technology-facilitated chat: Mitigating website
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Zervas, G., Proserpio, D. and Byers, J.W., 2017. The rise of the sharing economy: Estimating
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