Appraisal of Guest Service Experience: Rosewood Hotel, London

This report provides an in-depth analysis of the guest service experience at the Rosewood Hotel in London. It begins with an introduction and a critical evaluation of the hotel's services, highlighting both its strengths, such as modern décor and relaxation facilities, and its weaknesses, including technological shortcomings, high accommodation prices, and communication gaps. The report then uses a service experience map to illustrate the customer journey and identifies key stages from research to departure. It identifies several loopholes in the services, such as mismanagement, booking issues, high prices, and communication problems. The report proposes strategies to overcome these issues, including customer journey mapping, benchmarking, digital technology implementation, and addressing communication gaps. The report concludes that while Rosewood London has strengths, improvements are needed in technology, pricing, and communication to enhance the guest experience, and the report uses references from the field of hospitality and tourism to support its findings.

APPRAISAL OF A GUEST SERVICE
EXPERIENCE IN ROSEWOOD
HOTEL, LONDON

TABLE OF CONTENT
•Introduction
•Critical evaluation of services given by rosewood London
•Service experience map
•Loophole in its services
•Strategies to overcome loopholes
•Application to overcome loopholes
•Conclusion
•References

INTRODUCTION
• It is very important for every service organisation to undertake
appraisal of a guest service experience so that proper strategies are
implemented in order to appreciate cutting edge guest service
strategies.
• Present study is based on Rosewood London that is 5-star hotel in
London, England founded in the year 2000 and is managed by
Marriott international under Renaissance hotels brands.

Critical evaluation of services given by Rosewood
London
• High ceilings with modern décor, Scenic city views, Relaxation facility
with sauna and steam rooms and use of traditional methods
• Rosewood London is lacking behind with respect to technology,
Overprice of accommodation and services and Communication gap.

Service Experience map
• Research hotels
• Make Reservation
• Arrive at hotel
• Check In
• Use guest room
• Use Amenities
• Pay and check out
• Depart

Loophole in its services
• Inappropriate management of services given to the customer
• Booking get out of order
• High accommodation price
• Communication Gaps

Strategies to overcome loopholes
• Analyse the customer journey mapping
• Benchmarking
• Taking digital dimensions in workplace
• Identifying communication gaps
• Feedback

Application to overcome loopholes
• Implementation of customers journey map
• Setting Benchmark
• New digital technology implementation
• Overcoming communication gap
• Taking customers' feedback

CONCLUSION
• It is been concluded that there are many customers that are not satisfied with the services that
Rosewood London is offering to them.
• Hotel is lacking behind with respect to technology and overprice of its accommodation and services.
• Not only this communication gap is also seen in the organisation.

REFERENCES
• Mody, M., Hanks, L. and Dogru, T., 2019. Parallel pathways to brand loyalty: Mapping the
consequences of authentic consumption experiences for hotels and Airbnb. Tourism Management. 74.
pp.65-80.
• Chen, Y., Dellea, D. and Bianchi, G., 2016. HOSPITALITY AND TOURISM RESEARCH IN SWISS
HOTEL SCHOOLS: A CASE STUDY OF RESEARCH PRACTICES AT ECOLE HÔ TELIÈ RE DE
LAUSANNE. In 6th ADVANCES IN HOSPITALITY & TOURISM MARKETING & MANAGEMENT
CONFERENCE (p. 177).