The Impact of Guest Services on BA International Hotels' Performance

This report provides an in-depth analysis of guest services and hospitality at BA International Hotels. It begins with an introduction to hospitality and guest services, followed by an overview of the services offered, including accommodation, food and beverage, car rental, SPA, and fitness services. The report then examines the management quality of BA International Hotels, focusing on effective employee hiring, online services, and total quality management. It further explores how the hotels adapt to changing customer preferences through design, technology, and sustainable practices. The study also discusses the impacts of these changes on guest service management, highlighting the effects on customer satisfaction and hotel image. The report concludes by summarizing the key findings and emphasizing the importance of adapting to customer needs. This report is a contribution to Desklib, a platform providing AI-based study tools for students, including past papers and solved assignments.

Hospitality and Guest
Services

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Services of the hotels:.................................................................................................................3
Management quality of BA international hotels:........................................................................4
Changing preference of the customers:.......................................................................................5
Impacts of the changes on the guest service management:.........................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality refers to the taking care of the customer needs and preferences in the hotels
so the guest services in the hotels manage and maintain the managers of the hotels to make the
policies which leads to the expectations of the guest. The behaviour and attitudes of the customer
are changes continuously so the hotel make the effective design and structure of the hotel
impressive and attractive. In report have the study the guest services and hospitality of the BA
international hotels. BA international hotels provides the best services of the hotels such as the
services of the accommodations, rental services of the car, fitness services etc. This file involves
the study of the effective quality of the services by hiring the skilled employees in the
management of the hotel. In this report it also determines how the hotels adopts the changing
preferences of the customer in their behaviour. There are various impacts of the changes in the
behaviour of the customer.
Services of the hotels:
There are various services which is provided by the BA international hotels to their
customer in their hotels. BA international hotels are very famous in providing the best services of
hotel industry. Some of their services are described below:
Services of accommodation:
The BA international provides the best services of the room to the customer in their
hotels. They provide the facility of enjoying their food and beverages in their room. BA
international hotels make sure about the privacy of their customer in their accommodation
services. They feel comfortable to their customer (Bowie, and et.al., 2016). There are the facility
of the 24×7 services of the room to their customer for their convenience.
Services of the food and beverages:
The BA international hotels provides services of the food and beverages in their
restaurants so that the customer have enjoyed the food of the in their own restaurants. There are
various bars for the enjoyments of the customers of the BA international hotels. The customer
can enjoy all types of food of their taste and preference in their restaurants.
Car rental services:
The BA international hotels provides the services of the two-wheelers and four wheelers
to their customer for the sites scenes and enjoy the places without any difficulty. They also
provide the services of the pick up and drop for the convenience of their customer. The customer

can freely enjoy their scene of the sites by the facility of the car rental in the BA international
hotels (Gibson and Parkman, 2018).
Services of SPA:
The BA international hotels provides the services of the luxurious SPA to their customer
for the relaxation of the body and hairs. The SPA services of the BA international hotels includes
the proper massages, treatments of the body and facials. It also provides the best products of the
luxurious brands of the SPA to the customers like cosmetics products, services of the tea and
personal suggestions from the SPA.
Fitness services:
The BA international hotels provides the facility of the gym and body fitness in their
hotels. It opens the best health clubs in their hotels for the customers so that they could enjoy
their facility of the gym in the hotels. They provide the facility to make the customer fit in their
travelling by providing the gyms and centres of the wellness in the hotels (Chathoth, and et.al.,
2016). It has the excellent equipments such as treadmills and cross trainers in their gym which
attracts the customers towards the hotels.
Management quality of BA international hotels:
The BA international hotels manages the department of the hotels to provides the best
quality services to the customers. The quality services increase the loyalty and trust of the
customer because they expect from the hotel management for the best services as a reward.
Hiring of the employees must be effective:
The BA international hotels focuses to appoint the best and effective employees in the
hotels so that they teat the customer in the best effective way. The good and effective
management of the BA international hotels starts with the process of the hiring of the skilled and
talented employees. The manager of the BA international hotels motivates and guides the new
employees that they could provide the best facility to the customer. Good quality services to the
customer is possible by the effective management of the team in the hotels.
Online services:
To manage the quality services in the hotels the BA international hotels takes the reviews
and feedback from the customer so that they can improve the services of the hotels. By research
of the markets they take the suggestions of the people about their quality management in the
hotels and apply the effective efforts for the improvement in their quality services which fulfils

the needs and wants of the customers from the hotels (Ariffin, and et.al., 2018). The BA
international hotels makes their personal websites which helps them to get the feedback reviews
of the customer and appoint the employees to improve the quality management of the hotels.
Total quality management:
The manager of the BA international hotels starts the process of the recruitments of the
team of total quality management in the hotels for the better and effective management of the
areas of the hotels. The team of the total quality of management check the working of the cashier
the waiter, clerk of the front desk, maid and the manager and the director of the sales and
marketing of the hotels. This team focuses to make the efforts in the effective management of the
areas of the BA international hotels. The BA international hotels appointed the team of the total
quality management to check and measure the employees like the maid are cleaning the lobby
effectively or not in the hotels. They also determine that the waiter are well-dressed and greets
the guest with their full efforts (Cvelbar, Grün and Dolnicar, 2017). When the guest of the
customer are treated well in the hotels by the effective practises of the services of the employees.
Total quality management teams tries to make the effective image of the BA international hotels
by evaluating and checking the working the other employees of the hotel.
Changing preference of the customers:
The BA international hotels adopts the various techniques when the needs and
preferences of the customer are changes by changing the structure and design of the hotels to
attract the customer. The preference of the customer are changes continuously and it affects the
business of the hotel industry so the BA international hotel adopts various techniques like. BA
international hotel make the effective changes in their hotels by providing the quality and
hygienic food to the customers, facility of online room booking, and also transactions should also
make online (Luo and Qu, 2016). These changes will makes attracts the customer and it is easy
for the customer to select the best hotel for their accommodations.
Effective design and structure of the grand space:
The BA international hotels makes the effective design and structure of the hotels to
attract the customer towards the hotels. They make their efforts like more visibility of the bars
and lounges remove the old front desk, with the wireless laptops check in of the guest. All the
departments of the hotel should be attractive and impressive which helps to make the customer
feel good in the BA international hotels (Chen, 2015). The internal and external of the hotels and

their restaurants have to be effective so that the customer give good feedback and share their
good experience with others.
Technology of in room: The BA international hotels provides the services of the advanced
technology in their room so the customer enjoy in the hotel environment. The services like to
control the in technology they use the iPads, smart 3D television and the increase the
customization as per the preferences of the customer. These advance technology improve the
experience of the customer by providing the comfort and convenience without any direct
services to the guest.
Online room booking: The hotel is also given the online booking of room from the official
websites of the BA international hotels. The customer could select the choice of the room and
book online in advance without going to the hotel for booking. The BA international hotels
introduces their own apps for the online booking of the room which includes the pictures of the
room (Ikkala and Lampinen, 2015). The customer made their transaction through online, so they
did not make payments in the hotels.
Products are sustainable: To meet the changes of the customer preference the BA international
hotels focuses use the eco friendly products in their hotels. To reduces the consumption of the
energy they use the effective and the best lighting system in their hotels. They also focus on the
hygienic and sustainable products which does not affect the environment.
Good quality of the food: the main aim of the BA international hotels is to provide the good and
effective quality of food to their customer. There are variety of the food which is provided by the
BA international hotels in their restaurants which is proper hygienic and delicious and satisfy the
changing needs of the customer (Bharwani and Jauhari, 2017).
Impacts of the changes on the guest service management:
These changes of the BA international hotels have a good impacts on the services of the
customers. The customer will get satisfies by the effective changes as per their changing taste
and preferences. The effective design and structure of the hotels attracts the number of the
customer towards the hotels. These changes of the hotel will increase the level of the satisfaction
from the services of the hotel and makes the good image of the hotel in the minds of the other
(Bell, 2016). By making changes to provide the better quality and effective technology in the BA
international hotels to the customer that they will share their good experience with the other
people and the marketing of the hotel will increases. The employees of the BA international

hotels aims to achieve the satisfaction so of the customer by the effective quality services of the
hotels. The customer will come again and again if they like the services of the hotel. The
sustainable products which is provided by the BA international hotel which gives the best
experience to the customer and satisfy their needs and wants from the services of the hotels.
Advanced technology will fulfil the satisfaction of the customer.
Sometimes these changes also affects negative on the services of the guest because the
customer make their payments from online will create the frauds in the transactions. The frauds
of the online transactions will reduces the level of the satisfaction of the customer.
CONCLUSION
From the above study it can be concluded that the hospitality and the guest services are
the practices of the hotels which focuses to provide the effective services to the customers. There
are various services which is provided buy the hotel industry to their customer such as the
facility of the accommodation, delicious and variety of food and beverages as per their taste and
preferences of the customer, car rental services and the services of the SPA. The hotel focuses on
the quality management of the services of the hotels by recruiting the effective employees in the
hotels.

REFERENCES
Books and Journals:
Ariffin, A.A.M., and et.al., 2018. Exploring the influence of hospitality on guest satisfaction in
luxury hotel services. e-Review of Tourism Research. 15(1).
Bell, D., 2016. Moments of hospitality. In Mobilizing Hospitality (pp. 29-44). Routledge.
Bharwani, S. and Jauhari, V., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing
and Consumer Behavior (pp. 159-185). Apple Academic Press.
Bowie, D., and et.al., 2016. Hospitality marketing. Routledge.
Chathoth, P.K., and et.al., 2016. Co-creation and higher order customer engagement in
hospitality and tourism services: A critical review. International Journal of
Contemporary Hospitality Management. 28(2). pp.222-245.
Chen, R.J., 2015. From sustainability to customer loyalty: A case of full service hotels’ guests.
Journal of Retailing and Consumer Services. 22. pp.261-265.
Cvelbar, L.K., Grün, B. and Dolnicar, S., 2017. Which hotel guest segments reuse towels?
Selling sustainable tourism services through target marketing. Journal of Sustainable
Tourism. 25(7). pp.921-934.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Ikkala, T. and Lampinen, A., 2015, February. Monetizing network hospitality: Hospitality and
sociability in the context of Airbnb. In Proceedings of the 18th ACM conference on
computer supported cooperative work & social computing (pp. 1033-1044). ACM.
Ivanov, S.H., Webster, C. and Berezina, K., 2017. Adoption of robots and service automation by
tourism and hospitality companies. Revista Turismo & Desenvolvimento. 27(28).
pp.1501-1517.
Luo, Z. and Qu, H., 2016. Guest-defined hotel service quality and its impacts on guest loyalty.
Journal of Quality Assurance in Hospitality & Tourism. 17(3). pp.311-332.