Premier Inn: Hospitality and Guest Services Trends Analysis

This report examines the crucial role of guest services within the hospitality industry, emphasizing the importance of meeting and exceeding guest expectations. It delves into the evolving consumer preferences and technological advancements shaping the sector, such as voice search, contactless payments, and the integration of robots. The report explores the benefits of high guest service standards for businesses, using Premier Inn as a case study to illustrate how these trends impact service delivery and customer satisfaction. The analysis highlights the need for hospitality providers to adapt to changing consumer demands and leverage technology to enhance the overall guest experience, ultimately fostering customer loyalty and driving business growth. The report also discusses the role of guest service staff, their training needs, and the importance of creating a positive first impression to ensure customer retention and positive reviews. The conclusion stresses the need for hotels like Premier Inn to prioritize high-quality guest service and adapt to consumer needs to achieve long-term success.

HOSPITALITY AND GUEST
SERVICES

Contents
INTRODUCTION...........................................................................................................................3
Role and importance of hospitality and guest services practices................................................3
Describe the changing consumer preferences and developments in this hospitality provision.
Explain the nature, scope, and role of the guest service and how the guest needs are met.........3
Discuss who the main consumers are that enjoy these guest services you are discussing and
how they are changing hospitality provision. Benefits of guest service standards to business...4
Identify at least three prominent and important consumer trends, authenticity of the guest
service linking to the trends.........................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Guest Service in the Hospitality Industry prepares hospitality managers to meet and
exceed guests' expectations through quality service that is evident in all of the operation, its
people, and its plan. This report highlights issues such as role and its importance with practices
related to hospitality. Changing consumer preferences and developments in this sector with its
nature, scope and their role, their main consumers and trends that are important to them.
Role and importance of hospitality and guest services practices
It is considered as an very important measure as it is the first point in which both the
parties get in contact or in conversation. It is important that they are prepared so that they can
form a long lasting impression in their minds. It deals with identifying the needs or expectations
of customers and serves them as per their needs so that they can make their trip memorable. This
way they can collect feedback which will be positive for them. In order to do these things they
need to make sure to offer them optimum level of training so that they understand the importance
of working as a professional in this sector. If they are not able to live up to these measures then it
will be difficult for them to get a positive review or retain them as a client (Sipe and Testa,
2018).
Describe the changing consumer preferences and developments in this hospitality provision.
Explain the nature, scope, and role of the guest service and how the guest needs are met.
There are many areas in which preferences of customers have been changed such as
Tech Explosion-
Most of the guests nowadays are user friendly with technological aspects. This is why
hotels such as Premier Inn need to make sure that they are keeping up with this measure so that
events such as conferences or business meetings can be successfully held over there.
Sustainability-
Many of the people are concerned for environment and by investing in this area hotels
such as Premier Inn can attract them. For instance by putting a solar plant for their hotel they can
show themselves that they invest heavily in eco friendly measures.

Role of guest service is vast as they have to look and serve in many areas and any errors in their
performance can make their impression bad in the eyes of target audience. Their role includes
maintaining the quality, looking after factors such as hygiene, waste and increasing the
productivity at certain levels so that they can serve as per their demand. General role is to greet
them and treat them especially so that they feel welcomed. Their scope is limited to this extend
but they can always include creativity and work up with that (Golubovskaya, Robinson and
Solnet, 2017).
Discuss who the main consumers are that enjoy these guest services you are discussing and how
they are changing hospitality provision. Benefits of guest service standards to business
Usually everyone enjoys guest service in hotels but it is the high end class which is
targeted by Premier Inn who prefers it. Due to change in market trends their requirements have
changed a lot as they want the service which is as per their lifestyle. For instance now they have
the option to get a personal mini bar in their room. Other than this they are also providing them
with better infotainment systems in their room and all the cuisines available under one place
which keeps them excited and makes them satisfied. By keeping their standards high hotels such
as Premier Inn can have various benefits as they can target only high end audience through
which they can easily generate more profits by just offering them excellent services which
matches their needs. If this is done successfully then they can improve their rating in market and
achieve growth.
Identify at least three prominent and important consumer trends, authenticity of the guest service
linking to the trends
Voice search and voice control-
This aspect is in trend both inside and outside the room as consumers are using voice
search to find a suitable hotel for themselves. Other than this hotels have to equip with devices
that enables voice recognition and allow control to their customers through that. By this they can
easily give the command to turn the lights on or off which is considered safe at the time of
pandemic.
Contactless Payments-

This is considered as one of the biggest trend in the sector and it has helped them to
improved guest service through online and contactless measures. They consider this important
because customers now have the option to pay without touching anything which is safe in this
pandemic and it allows them to go out without their wallet (Ford and Sturman, 2018).
Robots in hotel-
Automation in this sector is considered as leisure to people. Hotels, restaurants are using
it to provide necessary information to customers and keeping the measures of security up. This is
helpful because people don’t have to worry about contactless measures as they will be in touch
with robots which are not risky to anyone.
All of these and other trends are linked with consumer trends but it all varies and depends on the
characteristics and mindset of customers as everyone has different needs and preferences.
CONCLUSION
From the above studies it has been concluded that hotels such as Premier Inn needs to
offer high quality guest service and identify their needs and wants so that they are satisfied with
their services. This will help them to retain them for long time and they can achieve growth.

REFERENCES
Books and Journal
Ford, R.C. and Sturman, M.C., 2018. Managing Hospitality Organizations: Achieving
Excellence in the Guest Experience. SAGE Publications.
Golubovskaya, M., Robinson, R.N. and Solnet, D., 2017. The meaning of hospitality: do
employees understand?. International Journal of Contemporary Hospitality Management.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service
and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management, 27(2), pp.178-195.