Improving Hospitality: Service Systems and Customer Experience

This report explores the critical service systems utilized in the hospitality industry to enhance guest experiences. It emphasizes the importance of adhering to customer service standards and fostering a positive corporate culture to ensure customer satisfaction. The analysis covers five key service systems: preparation, execution, guest preference and experience tracking, recovery, and continuous improvement, highlighting their roles in adapting to market trends and addressing customer needs. The report also provides recommendations, such as implementing the AREC model for service recovery and continuously gathering customer feedback, to drive ongoing improvements in the hospitality sector. Ultimately, the effective implementation of these service strategies acts as a competitive weapon, leading to enhanced performance and a superior guest experience.

The Secret Weapons of
Service

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Customer service standard..........................................................................................................3
Corporate culture.........................................................................................................................3
The 5 service system...................................................................................................................4
Recommendation........................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The Secret weapons of service are being defined as the strategies and the methods
through which a company can provide the services to the customer in best possible manner.
There are different types of methods in strategies which can be adopted by the company in order
to satisfy the custom of. The present report will outline the different service systems with is
being used by the hospitality industry in order to promote guess services in experience. This will
include the discussion relating to the customer service standards and the corporate culture. Along
with them the analysis of the five service systems will be evaluated along with some
recommendation for improvement.
MAIN BODY
Customer service standard
For the proper and successful working of the hotel it is very necessary that they complain
with the customer service standards. These customer service standards are the rules and
regulations which the company have to follow in order to keep the customers satisfied and
Happy within the hotel. These customer service standards at the standards which are being
prepared by the hotel in order to keep the customers satisfied. Along with this there also some
Institutions and regulatory bodies which make the standard and all the hotels have to follow it
(Teng, 2019). This customer service standard involves the different Strategies and rules that are
helpful for hotel to keep the customers satisfied and provide with best services to them. For
example there is a standard of communicating with the customers frequently in order to analyse
the viewpoint relating to the services of the company. Along with this another standard relating
to customer service can include the grading of the hotel on the basis of the experience of the
customer. This is also a good performance standard for the successful performance of the hotel.
Corporate culture
The corporate culture refers to as the various beliefs and behaviours which outline the
fact that how companies employee and management interact with other business transactions.
Within the hospitality sector it is very essential that proper corporate culture is being set up in
order to improve the performance of the company (Poddubnaya, 2019). The reason underline
these factors that increase the corporate culture will not be helping and coordinating then the

staff of the hotel will not be working in efficient manner. Along with this when the corporate
culture of the hotel will not be good then guess will also not be comfortable within the hotel and
will not like the services of the company. For instance, Hyatt Hotel is following the culture of
Hierarchy. This is a kind of structure where in all the decisions flow within a hierarchy and this
improves the working efficiency of the hotel. Also the hierarchical culture within the company
provides a better outcome as all the working is being done within the flow design earlier.
The 5 service system
Preparation
The preparation is the first service system which assists hotels to comply with the better
providing of the Services. Within the stage of preparation the hotel first try to analyse the current
situation that is what is present in the current competitive environment. This service system of
preparation assistive hotel in deciding the Trends which are prevailing within the market. For
instances mediate Hotel undertakes the use of preparation as a service system in order to identify
the Trends prevailing in the market and then trying to adapt it within its operations (Lee, Chen
and Trappey, 2019). This stage benefits the company because it provides the latest understanding
relating to the latest trends. Along with this it involves preparing for the technical know- how
product knowledge and improving the knowledge releasing to the standards. Ultimately this
result on focusing on building the good culture for attracting the customers. For example in case
of Ritz Carlton there is a bill man being appointed for delivery case to the rooms in order to
make them feel comfortable.
Execution
This is the stage where and the prepared strategies are being executed within the
company. This is the most crucial stage because it results in completion of the task and to
analyse the factor the customers have like the services or not. In case the services are like by the
customers preparation stage has become successful and also executed in the intended manner
(Lim and Maglio, 2018). For instance in order to execute the services Hilton Hotel undertaking
the use of different models which help them to exactly implemented same thing. Further the
hotel undertakes the use of different software and implementation process in order to execute the
thing in the intended manner.
Guest preference and experience tracking

The guest preference and experience tracking is being define as the system which assist
the hotel in enhancing the guest experience by way of making it more personal relating to their
needs (Akter and et.al., 2019). This guest preference and experience tracking is very essential
because it helps the hotel in identifying the fact that whether the guest is liking the services or
not and whether the experience of them is positive. For instance Hyatt Hotel undertakes the use
of different feedbacks by the customize order to ensure that the experience good services at the
hotel.
Recovery
Further another service strategy involves is the recovery in the company tries to recovery
situation in which the companies working has become wrong. There are many times when the
customers do not like the services of the hotel and this affects the customers’ experience. Hence
in order to recover this hotel undertaking the use of different strategies (Rosete and et.al., 2020).
For instance Disney is having the four qualities standards in order to and sure that they do not
deviate from the services. In case the deviate from the services and the quality then they have a
recovery plans assist uses them in improving their performance.
Continuous improvement
This is the last service strategy which is very important for the company in order to
implement. This is the strategy which requires the most of the efforts in order to improve. The
reason underlying this fact is that the hotel operates within the external environment and there
are continuous changes being taking place within it (Stylos and Zwiegelaar, 2019). Hence it is
very crucial for the company to adaptive all changes in order to get successful. Along with this
before improving the guest experience there is requirement of continuous improvement. The
continuous improvement is being referred to as the researching within the market to analyse the
areas where company needs improvement. This stage benefits the hotel in adapting to the latest
changes which are prevailing within the market. Hence this will provide a competitive advantage
to the hotels. For instance Accor hotel has invested a lot within the research and development in
order to analyse the current changes within the market and implement them (Campione, 2021).
Along with this another example relates to IHG hotel where in they take the custom of feedback
in order to have continuous improvement and to implement the changes suggested by the
customers.

Recommendation
Further with the help of your work discussion it is clear that it is necessary for hotels and
hospitality industry to implement the use of different improvements (Kansakar, Munir and
Shabani, 2019). Some of the recommendation Rs follows-
 The first thing recommended to the company is to comply with the arc model. This is a
model which assists in implementing the recovery of the hotel in better and effective
manner. The AREC implies act quickly, take responsibility, be empowered and compensate.
The first step involves acting quickly that is in case of any change the hotel must act quickly
(Thakur, 2022). The next step involves taking up the responsibility of the changes being
implemented by the hotel. The third step involves being empowered where in the company
must have power in order to take the decisions relating to the changes. At the end comes the
compensation which involves compensating the changes in case anything goes wrong.
 The next recommendation for the hospitality sector is part they must ensure that continuous
feedback is being taken from the customers (Perepelytsia and Yurchenko, 2019). This is
necessary in order to ensure the active whether the services are being like by the consumers
or not.
CONCLUSION
By summing of the above reported can be stated that analysing the different services act
as a weapon for the company. The reason behind this factors that always Strategies and methods
healthy company in improvement the performance of the company. Thus as a result of this the
performance of the company increases and resultantly it provides competitive advantage. Along
with this it was evaluated that setting up better corporate differential in order to improve the
working of the hotel. Further it was analyse that using the five service strategies very essential in
order to improve the performance of the hotel. This implied that the different services included
preparation. execution, recovery, continuous improvement and guest preference and experience
tracking. All these five services are crucial for the business to get successful.

REFERENCES
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Online
The 5 steps of a customer service recovery program. 2022. [Online]. Available through: <
https://hospitalityinsights.ehl.edu/customer-service-recovery-program >
4 Types of Organizational Cultures (+ Best Culture Examples). 2022. [Online]. Available
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