International Hotel Management: Hospitality and Guest Services Report

This report provides a detailed analysis of the hospitality industry, focusing on guest services and hotel management. It explores current market trends, including technological advancements, changing customer preferences, and sustainable practices. The report identifies essential skills for hospitality professionals, addresses operational issues, and examines systems for provision, such as menu planning and customer relationship management. It also delves into quality management systems, including the use of Property Management Systems (PMS) to enhance efficiency and customer satisfaction within the Montcalm Royal London House hotel. The analysis covers aspects like room reservations, payment processing, and channel management, aiming to provide a comprehensive overview of the industry's dynamics and best practices.

Hospitality
includingGuest
services

Contents
INTRODUCTION.....................................................................................................................................3
MAIN BODY.........................................................................................................................................3
Trends in market, advances as well as sustainability practices along with alteration in customer
preferences with improvisation................................................................................................................3
Skills Requirements, issues along with system for provisions.................................................................4
System of Quality Management..............................................................................................................6
CONCLUSION......................................................................................................................................6
REFERENCES..........................................................................................................................................7

INTRODUCTION
Hospitality describes the interaction among tourists including hosts at which host
welcomes the visitor with gratitude, whether visitors, tourists or outsiders' reception as well as
entertainment where as in hospitality Sector guest services are the centre of business at the front
office, the guest services are arranged at the reception (Krakover, 2020). Standard visitor
programmes provide statistics, unique facilities including supplies. For this report Montcalm
Royal London House hotel is consider, it is a five star property and situated in London. This
report discusses about the skills which are require along with issues as well as systems of
provisions. Further this report deliver information about changing trends with the practices
which leads to sustainability. In addition to the above discussion this report also throw light on
systems relating to quality
MAIN BODY
Trends in market, advances as well as sustainability practices along with alteration in customer
preferences with improvisation
With regard to hospitality patterns, the rise of the hotels, travel, events including
transportation will be highly evident. Following are the trends as well as modified preferences of
customers along with the development of hospitality sector:-
Tech explosion: Today's vast majority of participants are single, technologically advanced
travelers who use apps or mobile websites in convenience (Pirani and Arafat, 2016). Hotels must be
ready so that they can impress their client with their offerings. Travelers along with high-quality
technology as well as professional support personnel at corporate meetings including
conferences which makes it necessary for Montcalm Royal London House to go for technology
advancement.
Easy technology necessity: Seamless platform including application integration is becoming
increasingly relevant. Numerous hospitality firms provide digital smartphone check-in facilities.
Visitors should be given high tech cards to sense their influx at Montcalm Royal London House
as well as they should open the door before the arrival of their guests.
Laws on sustainable development: Environmentally sustainable activities become the standard
when properties depend on renewable sources of energy including water shortages. Most hotels
install solar panels including update method to automatically switch off the air conditioning units
including lighting once visitors exit their rooms. More refined tastes
Customers in the biggest markets of the UK are now more distinguished than before as well as
they rates are quickly decreasing for the models that succeeded throughout the global recession
(lower quality, lower cost). Those chains that have easily evolved including sought new
development pathways are gathering the benefits, while those that are immune to transition are
behind. A higher demand for convenience technologies has undermined the classic dining model

as food shortage affects foodstuffs (including restaurant delivery is impacting restaurants).
Montcalm Royal London need to consider all these aspects as customers are also more incline
towards the healthy food habits.
Skills Requirements, issues along with system for provisions
Following are the skills which are need by individuals who are associated with the hospitality
sector:-
Knowledge in customer service: Working inside the hospitality sector usually demands that you
operate in a rapid atmosphere that interacts with customers on a regular basis (Upchurch, 2018).This
ensures that staff of Montcalm Royal London House can not just to grasp the requirements of the
client but can still provide a meaningful level of customer service.
Communication skills: In all sectors, particularly in the field of tourism including hospitality
industry, good communication skills are highly valued. Employees of Montcalm Royal London
House will belongs different cultures, genders, ethnicities including personalities are expected by
them sector to deal with every day activities.
Networking ability – Throughout the hospitality sector, being able to communicate effectively
efficiently is seen as a core competency. Networking is seen as a means of encouraging industry
as well as generating consumers again in this sector. It is necessary for the employees of
Montcalm Royal London House to how to establish a loyal customer to return to the hotel you
give, in order to improve their hospitality career. Excellent networking competencies include
productive control of customer service with guest interaction capacities.
Skill relating to multitasking – As a competent hospitality, staff of Montcalm Royal London
House should train themselves in such a manner that they are to face obstacles in the working
atmosphere regardless of the complexity of the job.
Operational issues
Technological developments continuous as well as continuous invention: Hotel visitors are
today more technologically knowledgeable than ever before. Effective along with smooth
handling of this information is nowadays another of the senior management challenges in the
hospitality business (Ferreira and Alon, 2018). They hope to see free Wi-Fi, flat screen TVs, USB
port etc if they decide to stay in one hotel over the other. Hotels along with other hospitality
firms rely heavily on automation for their offerings to be automated. Maintaining technology is
one of the main problems that management of Montcalm Royal London facesss, but it certainly
worth it when handled properly.

Security: Nowadays, the fear of terrorism has altered the way people travel as well as where they
travel. Hotel management was designed to guarantee the installation as well as maintenance of
appropriate security systems so that visitors can be safe as well as secure. Montcalm Royal
London must rely on advance technologies, which can be costly to procure as well as retain to
handle the security challenges.
Changing needs of customers: With in hotel or hospitality sectors as a whole, the client is the
Leader. The industry's overall objective is to satisfy consumers. The profits, though, have now
fallen. It is no longer enough to make consumers happy. Montcalm Royal London need to find
ways to impress clients now as a hotel manager. There is a way to cross the difference between
interpretation including true pleasure. Also the facility which the last time pleased consumers are
expected to do. The joy of hospitality consumers is therefore making shifting consumer
preferences more complicated. During new trends, consumers' needs have changed.
Systems provisions: They assist in frmaing the actions of the hotels and are explain underneath:
Planning of menu: Take into account seasonality The integration into your menu of seasonal
products can be also much better flavor. Budget for controlling costs including mental pricing
when preparing their menus, chefs must take into account the expense of each ingredient. From
nutrition to seasoning, all adds to kitchen total costs (Ram, Y., 2018). But the more singular
products you have, the sooner the costs will add up. The problem in the restaurants, hotels
including catering agencies, which chefs should deal with at the menu preparation level, is the
problem of preventing waste in the kitchen food industry. Although some waste is necessary in a
kitchen, the issue is solved by a clever menu. In this regard Montcalm Royal London chefs are
require to form effective menu.
Create close ties between customers – with any guest go beyond as well as more beyond. Keep a
warm, comfortable atmosphere – do not sluggish, rest on the desk, etc. Provide timely discussion
on all jobs. Provide both jobs to a high degree of consistency. Makes a nice initial feel - the first
person to meet your clients or sellers is always your receptionist. The receptionist of Montcalm
Royal London would then give both customers, vendors as well as visitors a positive feeling.
Managers of Montcalm Royal London need to know the corporate culture of the company they
operate for, to establish the appropriate strategic objectives that can boost hotel market success
as well as provide it a competitive edge over its competitors. The characteristics of the client of
the hotel industry need to be known to achieve excellent client service. Services not meeting
client standards would prove inadequate so that the client in other competitive firms will find
these services.
Montcalm Royal London need to seek a form of standardization to ensure acceptable along with
equal service standards and, among other criteria, a reliable framework is available to guarantee
the effectiveness including the quality of the hotel, including amenities including services, is

measured as well as certified at a certain worldwide platform. In view of the above, the purpose
of this paper is to analyze as well as to conceptualize related literature along with to propose ties
among hotel graders, service quality, positive word of mouth. The available literature suggests
that the quality of service standards for hotel customers was linked to the sense of quality of the
Hotel Grading Service
System of Quality Management
Over all the years it has grown to one of the main sectors to build jobs as well as acquire unseen
exports, including expertising as well as tourism. The hospitality sector was one of the strongest.
Quality was a must to achieve customer satisfaction thanks to increased competition in the
market (Jones and Lockwood, 2018). That's why hotel industries needed a standard management
framework to ensure quality is monitored including excellent client services to enhance their
business. There are also other issues that have to be tackled at an organizational level, such as
new hires, new procedures, regulations, etc.
A property management system (PMS) is a programme that enables a hotel's handling of
reservations including administrative activities. The most significant roles include front desk
procedures, appointments, control of channels, homekeeping, management of rates including
occupancy including collection of payments. While PMS manages reservations including
financial transactions in large part, it will allow you to handle housekeeping including
management of human resources. PMS will supports the core internal including external
processes in Montcalm Royal London hotel. Montcalm Royal London will be benefited in the
following ways:-
 Room reservations in which device tests the availability of the rooms and their condition,
displays free rooms through various networks, and the engine for websites. This feature
tracks duplicate room reservations and permits party bookings. It then books reservations
and shows data on the status and forthcoming reservations on a dashboard.
 Collection of e-payments and recognition of the payment forms and groups processed
through this module.
 Room stock and outbound logistics which prevents excess reservations and reservation
replication. This feature is part of a channel control unit in some applications.
 Reservation emails in which after the booking has been completed, the machine sends
confirmations to visitors.
CONCLUSION
From the above information it can be derive that hospitality implies to how host connect with the
visitors. For this the staff require skills, they need to analyze the changing preferences of customers along
with this they need to evaluate the emerging trends in marketplace. Hotels need to work on their quality
system management along with this they are reqire to consider the issues which will become obstacles for
them.

REFERENCES
Books and Journals
Krakover, S., 2020. Partitioning seasonal employment in the hospitality industry. Tourism Management, 21(5),
pp.461-471.
Pirani, S. I. and Arafat, H. A., 2016. Reduction of food waste generation in the hospitality industry. Journal of
Cleaner Production, 132, pp.129-145.
Upchurch, R. S., 2018. Ethics in the hospitality industry: An applied model. International Journal of Contemporary
Hospitality Management.
Ferreira, T. and Alon, I., 2018. Human resources challenges and opportunities in China: a case from the hospitality
industry. International Journal of Business and Emerging Markets, 1(2), pp.141-150.
Ram, Y., 2018. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and
hospitality industry. Current Issues in Tourism, 21(7), pp.760-774.
Kuo, P. J. and Kalargyrou, V., 2016. Consumers' perspectives on service staff with disabilities in the hospitality
industry.International Journal of Contemporary Hospitality Management.
Jones, P. and Lockwood, A., 2018. Operations management research in the hospitality industry. International
Journal of Hospitality Management, 17(2), pp.183-202.