Report: InterContinental Hotels & Resorts Services, Quality Management

This report provides an in-depth analysis of InterContinental Hotels & Resorts, examining the various services they offer, including cleanliness, security, internet access, comfortable beds, and efficient check-in/check-out processes. The report highlights the importance of these services in ensuring customer satisfaction and loyalty. Furthermore, it delves into the quality management strategies employed by the hotel, emphasizing the Kaizen cycle for continuous improvement, involving employees, problem identification, solution creation, testing, analysis, standardization, and repetition. The report also explores how InterContinental Hotels & Resorts adapts to changing consumer preferences by conducting market research, providing personalized services, and integrating technology to enhance the guest experience. The conclusion emphasizes the significance of these strategies in achieving long-term sustainable growth and maintaining a competitive edge in the hospitality industry. The report references key academic sources to support its findings.

Report

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Services Provided by InterContinental Hotels & Resorts..........................................................1
Quality management...................................................................................................................3
How the hotel adapts to changing consumer preferences...........................................................5
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality industry include different types of fields such as event planning, lodging,
travelling, theme parks, drink service, transportation and other additional fields. There are mainly
four types of segment within hospitality sector that include Food and beverages, travel and
tourism, recreation and lodging (Havlovic, 2019). Through all these sector organisations within
hospitality sector offer satisfaction to customers in best effective manner. Hospitality is mainly
termed as relationship among guest and guest. With all the attractive facilities entities within
hospitality sector lead towards providing immense satisfaction to customers in best effective
manner. Present report has been based on, InterContinental Hotels & Resorts. Organisations was
founded in the year 1946 and conduct their services in Hotels industry. In this report formative
discussion has been made on, services that are provided by hotel, quality management and the
manner in which adopt changing consumer preference.
MAIN BODY
Services Provided by InterContinental Hotels & Resorts
Hotels offer numerous form of services to their customers in order to effectively satisfy
their needs as to further ensure their loyalty towards organisations while ensuring long term
sustainable growth. With the help of these different types of services organisations can
effectively able to satisfy needs and demand of customers in well defined manner while ensuring
more competitive advancements. Mentioned below there are some certain form of services that
are duly provided by InterContinental Hotels & Resorts:
Cleanliness:
It is one of the most essential and important services that are required by hotels to provide
to their customers in order to satisfy them in best effective manner while ensuring their loyalty
towards organisation. It has been determined that InterContinental Hotels & Resorts
management effectively ensure that there is highest cleanliness standards within organisation. In
addition with this, they offer clean public spaces, amenities, bathrooms and bedrooms to
customers in order to ensure customer hygiene.
Adequate safety/ Security:
It is one of the most important services that are being provided by hotel in order to ensure
safety and security of customers in best effective manner. InterContinental Hotels & Resorts
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effectively make sure that they fulfil expectations of their in terms of hefty requirement in terms
of security. Thus, hotel ensure that they undertake security and diligent safety measures in order
to offer safe and secure environment to their guest. In addition with this, it has been identified
that InterContinental Hotels & Resorts have their personalised security and safety measures for
their guest such as elderly, children and women. Along with this, it has been identified that
technology acts as key essential role with the help of which hotel offer safe and environment to
their customers.
Internet:
With the increase in digitalization customers are more tend towards having facility of
internet at every place they visit. As with the use of internet they effectively undertake number of
activities in best effective and time effective manner. It has been analysed that InterContinental
Hotels & Resorts offer Internet services with highest level of flexibility and connectivity.
Comfortable beds:
It has been identified that hotel services are very basic need. InterContinental Hotels &
Resorts hotel offer best place to rest and bed with good quality along with well designed and
maintenance. In addition with this, hotel also ensure that position of bed in room are according to
proper circulation. Further it has been identified that InterContinental Hotels & Resorts staff
undertake creativity with the decoration of blanket and pillow. It helps them to attract attention
of customers in best effective manner.
Lightning:
Proper and adequate lightening is one of the most important and essential factor within
hotel that helps hotel to attract customers in well defined manner. It has been signified that
InterContinental Hotels & Resorts ensure that they attract customers with attractive bedside
lamps along with improvised lightning services as to affectively enhance guest room experience.
This will further aid hotel to increase their customer base by offering them attractive and elegent
services.
Easy Check in / Check out:
It has been identified that customers nowadays are tend towards easy check in and check
out. Thus, it is essential for hotel to offer easy check in and check out to their customers in order
to satisfy them in best effective manner. In addition with this, it has been determined that front
desk services of InterContinental Hotels & Resorts are constantly evolving that involve pod
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check-ins to a personalized iPad check-in. With the help of these advanced services hotel are
tend towards making their customers satisfied in best effective manner. In addition with this,
InterContinental Hotels & Resorts ensure proper convenience, consistency and clear direction to
their guest in order to increase their satisfaction towards organisation.
By providing all these services InterContinental Hotels & Resorts ensure best effective
satisfaction of customers. In addition with this, it has been determined that all these services are
effectively developed in continuous manner as to offer satisfaction to customers as per according
to their current trend and market demand. By undertaking this, company aim towards gaining
long term sustainable advancements and more market share in marketplace that further aid them
to attract large base of customers on best effective manner while ensuring high profitability and
productivity.
Quality management
Quality management is a tool with the help of which organisation effectively ensure
continuous improvement by undertaking positive change. It is mainly based on commitment,
cooperation and stands. This approach is undertaken by InterContinental Hotels & Resorts as to
effectively make continuous improvement in well defined manner:
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Kaizen cycle for continuous improvement:
Get employees involved
In order to increase efficiency of each and every employee InterContinental Hotels &
Resorts is required to engage every workers within task as to effectively resolve problems and
issues. With the help of this factor hotel ensure involvement of each and every employee within
task that further help in execution of activities in best effective manner within given period of
time (Minazzi and Panno, 2019).
Find problems
In this InterContinental Hotels & Resorts is required to have widespread feedbacks from
their employees and further list problems in order to resolve them in given period of time. It
further aid hotel to have potential opportunities and ensure long term sustainable growth.
Create a solution
In order to increase work efficiency of employees InterContinental Hotels & Resorts is
required to effectively encourage employees to provide creative solutions. With the help of this
hotel can effectively able to encourage idea generation within workplace structure with the help
of which execution of task can be ensured in best effective manner.
Test the solution
Proper implementation of winning solution is required to be effectively undertaken by
InterContinental Hotels & Resorts as to further ensure high end outcomes in well defined
manner. In addition with this, hotel can also create pilot programs in order to undertake small
steps as to effectively test out the levied solution.
Analyze the results
In order to provide better customer experience InterContinental Hotels & Resorts is
required to check progress at various intervals along with having a specific plan in order ton
increase efficiency of work. In addition with this, by engaging ground level workers hotel can
effectively able to analyse results while ensuring significant success.
Standardize
If overall result seems to be positive, InterContinental Hotels & Resorts are then required
to implement same solution throughout the organisation.
Repeat
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It is essential for InterContinental Hotels & Resorts to repeat all these seven steps of
continuous basis along with new solution in addition with new lists as to effectively tackle
problems in best effective manner.
How the hotel adapts to changing consumer preferences
Within the confines of hospitality sector, the only thing that can be regarded to be
constant is the change in trends and patterns of consumers and the method adopted by the
organisations to adapt to them. Disruption is the new phase of hospitality industry. With respect
to hotels, it can be said that hoteliers need to constantly take into account the emerging needs as
well as demands of customers in order to avoid getting substituted by other rival firms (Sun,
Tong and Law, 2017). This provides aid to hotel management in catering to the preferences of
guests and stipulating services which are capable of inflating the existing marketing positioning
of entity at international scale. In this regard, InterContinental Hotels & Resorts is a chain of
hotels which is carrying out its operations at international scale and providing a wide array of
services to guests such as accommodation, conferencing and banqueting, recreation,
entertainment etc. The primary focus of the respective hotel over the course of time has not been
upon increasing the number of guests that are attracted towards the hotel on a daily basis but to
retain the old customers by providing them high quality services. This is aimed at enhancing the
brand recall among the people so that the guests get influenced to make a visit to the premise of
InterContinental Hotels & Resorts again. The ways to cater to the demands of people can be
online, on-property or across a number of touchpoints.
The ways in which InterContinental Hotels & Resorts tend to ensure the adaption to
changing customer lifestyles and patterns are explained underneath:-
Changing guest behaviour: The behavioural pattern of customers keeps on changing in
accordance with the dynamic and rapidly evolving business environment of hospitality sector. To
deal with this, InterContinental Hotels & Resorts conducts timely and regular market research so
that they can identify the latest needs and preferences of customers and take measures to fulfil
such demands in short run. Looking upon the changing patterns of customer behaviour,
InterContinental Hotels & Resorts has incorporated the concept of provision of personalised
services to guests. This inflates the satisfaction driven by people as a result of experiencing a
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stay at the hotel. Further, 24*7 room services are provided so that guests do not feel uneasy or
uncomfortable at any point of time during their stay.
Technology transforming the guest journey: With the passage of time, hospitality
industry is now dominated by a number of emerging and latest technologies. Some of the trends
in this regard which have shaped the future of this corporate sector are regarded to be cognitive
computing, online booking, booking on the last moment, Artificial Intelligence, mobile
communication, infrared sensors, smart room keys, automation, digital conferencing,
entertainment on fingertips and many more. The extensive brand image and brand value of
InterContinental Hotels & Resorts across the global periphery inflates the expectations of people
from the management of respective hospitality enterprise. Looking upon this, the management
has applied mobile as well as in-hotel technologies. With this, the rooms are now equipped with
AI technology to enable guests to have best in class experience to be cherished for lifelong.
Further, mobile check ins and check outs have been facilitated to ensure the savings in time of
guests at the time of entering and existing the premises of InterContinental Hotels & Resorts.
CONCLUSION
As per the above mentioned report it has been concluded that, there are different types of
services that are being provided by organisations within hospitality industry. With the help of
these services hotel aim towards satisfying customers in best effective manner. In addition with
this, report covers quality management with the help of which organisation effectively ensure
maximum satisfaction of their customers in well defined manner while ensuring high
productivity and profitability.
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REFERENCES
Books and Journals
Sun, S., Tong, K.T. and Law, R., 2017. Chinese hotel guest perception of international chain
hotels under the same hotel brand in different travel destinations: The cases of
intercontinental and Sheraton. Journal of Vacation Marketing, 23(2), pp.172-188.
Lee, A.H., Denizci Guillet, B. and Law, R., 2018. Tourists’ emotional wellness and hotel room
colour. Current Issues in Tourism, 21(8), pp.856-862.
Minazzi, R. and Panno, A., 2019, July. SOCIAL MEDIA MARKETING IN THE
HOSPITALITY INDUSTRY: THE EVOLUTION OF EUROPEAN
HOTELS’APPROACHES FROM 2012 TO 2018. In 9th ADVANCES IN
HOSPITALITY AND TOURISM MARKETING AND MANAGEMENT CONFERENCE
PROCEEDINGS (p. 345).
Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
Anderson, C.K. and Han, S., 2018. Indexing Hotel Brand Reputation.
Adamson, A. and Dev, C., 2016. Hospitality Branding in the Age of the Millennial.
Chathoth, P.K., 2016. Historical evolution of hotel chains. In The Routledge Handbook of Hotel
Chain Management (pp. 53-66). Routledge.
Havlovic, S.J., 2019. European Works Councils in the Hotel Industry. In Strategic Innovative
Marketing and Tourism (pp. 569-574). Springer, Cham.
Roper, A., 2018. Ring the changes: the industrial evolution of the corporate hotel industry. New
Vistas, 3(2), pp.34-39.
Jones, P. and Comfort, D., 2019. Sustainable Development Goals and the World’s Leading Hotel
Groups. Athens Journal of Tourism, 6(1), pp.1-14.
Chibili, M., 2017. Modern Hotel Operations Management. Routledge.
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