Thus, a successful hospitality industry does not focus only product and services but in what way they are delivered. Superior service quality is the best strategy of differentiation. 2) Relationship building Building relationship with customers can benefit organization to generate revenues with developing brand reputations. To improve relationship with the external customers it was found that employees plays important role. Informal ways to build relationship with top management and front line employees is best means to build long-term relationship with customers.
These companies have focused intently on what they know appeals to the type of customers they want to attract, and have determinedly concentrated on delivering what is expected every time. The hotel focuses on a few important aspect such location, premises, service and the product of service offer. Besides that, would also be satisfaction. The level of satisfaction that a guess needs is way too high to be reach by the hotel. Every guest that walks into the hotel has its own level of expectation that the hotel need to reach.
(2013). Applying proper systems of quality management and creating active participation of management and staff across the whole organization creates more efficiencies. Gržinić et al. (2007) stated that the quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies.
Maintain clear strategy to reach goals and monitor them. The concept of quality is explained in hospitality management as "the consistent delivery of products and guest services according to standards." Consumers intend to pay more if the hospitality services meets or exceeds their expectations. The level of quality service is an important factor in the experience that guests receive during their visits to lodging operations. Importance of quality management A quality service oriented company main aim is to retain the existing customer and encouraging new consumers.
Performance that falls below expectations makes guests dissatisfied (Kottler & Killer, 2006). In the hotel industry, satisfaction of guests is in terms of their satisfaction with the service of the Front Office department and the customer relations developed by hotel staff (Al Rousan, 2011; Parasuraman et al., 1985). In hotel industry to acquire guest satisfaction is one of the most important thing, because when the guest satisfied with the service of the hotel front office, guests will choose back to the same hotel when they having a travel, so, this can increase hotel profit. However, the concept of customer satisfaction in this model is refers to the judgment depends on the good quality of service and fitness service to the needs and wants of the guests. According to Parasuraman, guest satisfaction is the level in which expectation of a guest is met or exceeded.
It will encourage employees that company care about employee so they also motive for company goal. [Answer 6.] a) Four major ethical and practical issue of recruitment: Hotel need to take about following criteria of recruitment when they recruiting peoples. I would like to suggest following strategies: 1. Minimum qualification: James hotel need to have required knowledge about how much qualification required for particular post.it will help hotel for more effective puts question for legal entitle also ask for proof of work permit before hiring individuals.
Factors Affecting Relationship Management in Business Institution Customer satisfaction is important in hospitality corporations because they are selling a service that is why they continually seek to implement strategies that enhance customer service and loyalty. One potential strategy that contributes to increased customer’s satisfaction and loyalty is training both associates and managers in technique to recognized guests ' faces and names. Based on psychological research, face recognition and name recall can be applied in hospitality situations, in particular to create pseudo relationships with guests and can be as the loyal customers. Seminars and trainings can help the employees and managers in teaching techniques in providing and creating in order to satisfy the guests (Magnini,
The hotel in order to meet the customer expectations, it provide and sustain the high service quality to ensure consistency of effort. Therefore, the hotel need to apply different frameworks and models to create the high service quality, so that it can manage customer expectations. First, SERVQUAL model (see Figure 2) is based on the service quality as the gap between the expected level of service and customer perceptions of the level received (Parasuraman et al., 1985). Also, the model propose five dimensions to provide an extra addition to the level and quality of the service to consumers that it make them satisfy and met their expectation (Dedeke, 2003). It includes the reliability, assurances, tangibility, empathy, and responsiveness.
(Study Mode, 2015) 2) The tourism industry offers the intangible product. Customer never fell satisfied unless the customer taken it. When the customer buys the service it needs to make sure that guest feels comfortable while using the service. The service delivered such as guest greeting, create friendly environment and satisfied the customer these are hospitality service used in tourism as well which shows the similar service used in both the
Provide a huge network of business also increases employability. Characteristics Business is open for 365 days & 24 hours a day, highly depends on shifts. Produces non- tangible & perishable products. Hotel classification HOTEL BASED ON SERVICE BASED ON THEME BUDGET LUXURY SUITE BOUTIQUE HERITAGE ECOTEL BASED ON TARGET MARKET COMMERCIAL RESORT CONVENTION Operational department • Housekeeping • Front office • F & B service • Food Production • Maintenance • Health/Sports • Recreational • Safety/Security Importance of the Industry Deals with intense customer satisfaction. Improves country image in terms of hospitality.