Analysis of Responsible Hospitality Principles in Hotel Operations

This report delves into the principles of responsible hospitality, emphasizing the importance of exceptional customer service, including welcoming guests, providing knowledgeable staff, and ensuring efficiency and flexibility. It highlights key principles such as anticipating guest needs, maintaining consistency, effective communication, building trust, and exceeding expectations. The report then examines how hotel companies like Hilton and Marriott operationalize these principles through environmental and social initiatives, focusing on sustainable practices and financial benefits. It underscores the value of these principles for long-term success, financial stability, and positive brand reputation. The report also references relevant academic sources to support its analysis.

Supplementary
assessment

Table of Content
Stating the principles relating to responsible hospitality and the manner in which hotel
companies are operationalizing these principles in their routine business operations................3
REFERENCES................................................................................................................................7

Stating the principles relating to responsible hospitality and the manner in which hotel
companies are operationalizing these principles in their routine business operations
Principles
A remarkable service is seen as defining and distinctive feature of best service to
customers and making them feel comfortable and makes their experience very enjoyable.
Companies working under Hospitality industry must have to ensure higher level of the caring for
comfort of the guests and the customers.
Welcoming or greeting the customers- It acts as the major principle for hospitality sector
firms as it reflects the first impression which had become a mantra for the quality oriented
business services (Nahorniak, Maluta, Melnyk & Sherstuk, (2017)). In customer service
segment, judgments could alter an overall experience which are been made by the guests and the
customers while they arrive at the hotel. The companies must assure a warm or friendly welcome
of the guests so that they could relax and enjoy the unique experience. Similarly, they must make
a warm good-bye which makes the guests or visitors feel as appreciated & encouraged while
leaving the hotel or returning.
Knowledgeable- Often times customer’s needs detailed information regarding the
particular items so it is important for hotels to provide them with full knowledge about the
services that they will be offering and the facilities they would be provided with while they will
be visiting the hotel. The managers in the organization must know the way in which they should
answer the query of their guests and should guess the desire or needs of the customers. They
should provided appropriate and correct information to the guest regarding their services and
amenities.
Efficient- It is essential to servers and to restaurant as well for some of the obvious
reasons s it indicates that more work should be done with efforts and excellence
(NIKOLSKAYA, LEPESHKIN, KULGACHEV, POPOV, ROMANOVA, & LEBEDEV,
(2018)). When the customers sees servers working in fast, smooth and with ease, they create a
positive attitude towards them and also feels that staff is very must talented and skillful in
functioning the operations of hotel. Thus, unseemly and the disorganization are considered as
haste or contagious.
Well timed- This principles state that hotels must seek for anticipating dining
requirements of visitors or guests. This means that providing just the right type of item or the
services before guests realize that they need would show that the staff cares for the wants of the
customers or they are concerned about their needs.

Flexible- The service provided must be flexible and comprises of greater than adhering to
series of principles. Sometimes rules need to be bent a little so that the guest might not feel that
the rules of an enterprise are strict and rigid to a large extent. A visitor might need to ask for
some extra benefits or services when they are staying in hotel. For example- guest must be asked
for appetizer and the salad along with food rather than entrée in order to have courses out of the
sequence of menu like salad after entrée.
Consistent- People visits the restaurant for several reasons but they come back to the
premise only for one that is if they like the environment, service and the food (Soroko and et.al.,
(2018)). Therefore, it also acts as the most critical principle which all the hotel companies need
to follow as it induces the guests to visit the restaurant frequently or consistently by offering
them with high-quality service and delicious food.
Communicates effectively- The art of the communication comprises of transmitting right
amount of the information in exact manner when it is required. When server describes the special
which does not appear on menu or offering suggestion in relation to additional dishes or the
beverages which might enhance dining experience of guests, the diner are served in well manner.
The servers are found as remarkable when they recognize what the guests need to know and
facilitate information in unobtrusive way. Instead of ostentatious flaunting of the knowledge that
could make guests as irritated & uncomfortable as they feel like condescended to a tactful
delivery of facts which serves the purpose in best or most suitable manner.
Instills trust- A state of the trust should be established between guest and server which
reflects that the guests desire to feel as secure with respect to accurate description of items in the
menu and that the sanitary codes & health care must be been observed minutely or carefully. A
bond of the trust deemed as central to achieve growing success in the business.
Exceeds expectation- Repeated customers expects for same level of the service every
time when they visit but the remarkable servers are consistently seeking for the ways for making
the experience more better (Yoon & Lee, (2016)). A service is said to be best when it
consistently improves the service and requires little touches like recalling for guest name,
offering the toy to child etc. In case something went wrong like reservation mix-up then an
apology is been called for, but managers offer relating to complimentary glass of the wine is
more appreciated, precisely as it exceed an expectation of guests.
Different example of organization operating their business by following the principles that
is as follows-
Hilton Hotel works everyday for driving better environmental and social change around
their operations, communities and supply chain. It seeks for creating value by pursuing best
operational excellence, engaging their guests and staff, using their innovation for the purpose of
making meaningful differences in their community. In addition to this, they looks for partnering

with their suppliers for addressing risks in their top commodities & incorporating environmental
and the social criteria within their operations for making best possible decisions.
Marriott hotel follows all the responsible principle in appropriate way as it provides an
opportunity to take care of their associates even in times of the most challenging condition or
situation. The hotel is having unwavering passion for facilitating outstanding services and
experience of the customers (Fogel, (2019)). It is seen as committed for innovating & remaining
as relevant for meeting the evolving requirements of their customers & business. It acts with
integrity and has a great reputation in overall market or industry because of their fairness and
honesty. The main purpose or objective of hotel is to attain worldwide reach by giving real
opportunities for making differences in the communities across the globe.
Values for executing these principles for the hotel enterprise are as follows-
The hospitality sector is seen as gradually becoming as the single biggest example of
running the business sustainably as it deemed as very crucial for the long term success of the
companies (Abram & Jarzabek, J. (2016)). Application of Sustainability principles is seen as
increasingly becoming as one of the most important issues for the organization in 21st century as
costs continues to increase, demand become as increasingly sensitive & pressure on being as
economically, environmentally and socially responsible grows with high pace.
Hotels are not reflects as destinations, however, tourists stays at the hotel as it is
proximate to what they wishes for experiencing and satisfying their personal needs and lodging
facilities. Therefore, hotels are responsible or accountable for running their business practices by
taking into account all the responsible principles because their consistent existence is seen as
reliant on their respective environment (Dos Santos, Méxas & Meiriño, (2017)). Hospitality
segment companies need to understand the reason & source of their profit earnings which could
truly preserve their business objectives and goals.
Hotels are mainly dependent on the successful financial position and performance from
that of continuous demand and the minimal costs for the survival. The sustainable practices
could appear as altruistic to guest, shedding the positive light on goodwill of hotel. Further, when
it is been applied correctly, it results to be cost-effective with the shorter payback period. A hotel
company executing such kind of measures leads to financially sound investments as the costs are
been recovered in comparatively short period of time whereas long term savings are seen as
great.
There are various benefits or the value that had been created for the hotel with the
sustainable business practices. Implementing the principles to the degree desires, such practices
make as the great financial differences (Fogel, (2019)). It helps the company in saving their cost
through using adequate measures relating to cost-reduction which in turn results to additional
revenue through the lower costs. Execution of the principles in proper manner leads to greater
long run financial stability and higher level of attractiveness to the lenders. This also results to

easier financing due to lower risk in longer time period. It allows the firm to stay in the business
with long term stability and profits with an increased value of their assets because their
capability to remain as sustainable in the long term period.
Thus, by adhering and promoting to the sustainable practices, hotel protects the demand
of their guests and customers (Mijatov and et.al., (2018)). The environmental & social practices
in combination with positive PR and the financial stability could enhance reputation, increase
demand and value of their assets in an entire market or overall hospitality sector.

REFERENCES
Books and journal
Abram, M., & Jarzabek, J. (2016). Corporate social responsibility in hotel industry:
environmental implications. Ecocycles. 2(2). 9-16.
Dos Santos, R. A., Méxas, M. P., & Meiriño, M. J. (2017). Sustainability and hotel business:
criteria for holistic, integrated and participative development. Journal of cleaner
production. 142. 217-224.
Fogel, D. S. (2019). Marriott and the Amazon Foundation: an example of strategic
sustainability. The Business & Management Collection.
Mijatov, M. and et.al., (2018). Application of sustainable development principles in hotel
business. Journal of the Geographical Institute" Jovan Cvijic", SASA. 68(1). 101-117.
Mijatov, M. and et.al., (2018). Application of sustainable development principles in hotel
business. Journal of the Geographical Institute" Jovan Cvijic", SASA. 68(1). 101-117.
Nahorniak, H., Maluta, L., Melnyk, L., & Sherstuk, R. (2017). Organizational and economic
principles of innovative development processes of national hotel and restaurant business
structures in the tourism context. Socio-Economic Problems and the State. 16(1). 148-
158.
NIKOLSKAYA, E. Y., LEPESHKIN, V. A., KULGACHEV, I. P., POPOV, L. A.,
ROMANOVA, M. M., & LEBEDEV, K. A. (2018). Methodological approaches to
assessing the innovative potential of enterprises in the hotel business. Revista
ESPACIOS. 39(27).
Soroko, A. V. and et.al., (2018). Scenario modeling as method of staff training in the
organization. Espacios. 39(21). 31.
Yoon, D., Jang, J. & Lee, J. J., (2016). Environmental management strategy and organizational
citizenship behaviors in the hotel industry. International journal of Contemporary
hospitality Management.