Customer cares much about the position that the hotel places them into, therefore, to show customer that the hotel is willingly and readily to make improvement for them can increase customer satisfaction and maintain better relationship with customer as well as their loyalty. Anderson and Srinivasan (2003) stated that the company that without maintaining customer loyalty may experience a failure on the business. This means, customer loyalty should be consider as a long term investment. Service providers should maintain a good relationship between the company and customer for the reason to foster a loyalty basis. The importance of creating
The Hilton Hotels Corporation mission is ” to be the most hospitable company on the planet – by creating genuine experiences for Guests, significant opportunities for Team Members, high value for Owners and positive effects in our Communities”. This mission is supported by the following activity programs: the well known Hilton HHonors guest loyalty program that enables members to choose benefits based on personal preferences, let the most precious guests to be recognized on-property and 100% satisfaction guarantee policy. Hilton Hotel company appreciates the value of its staff and uses internal marketing to retain them and make them feel esteemed. Hilton Apprenticeship Academy opportunities offer on-the-job training from professionally certified experts, on location mentors, remarkable opportunities for development and accomplishment across the organization. Building a culture of "giving back" means working with others, set up associations with an assortment of philanthropies and associations concentrated on doing great all
Companies try to improve customer relationship by adding more value in there products. In hospitality industry customer contentment is very important that’s why they always investing in customers values and benefits. Because of that customer can now easily feel
Introduction To start off this paper, what is guest experience and why is it important? The answer is, a customer experience is an interaction between an organization and a customer, and it is a blend of an organization’s rational performance that will be rated or felt by the guest itself. Now, why is it important? Well, maintaining the standards of the right guest experience is important because it mainly creates a positive relationship and experience for the guests and as well as to the hotel employees. With that in mind, when a positive relationship is created, it becomes a big benefit to the hotel as their customer satisfaction improves and it will slowly foster repeat customers and will now achieve customer loyalty.
Organizational culture It is the shared values, principles, traditions and ways of doing things that influence the way organizational members act. The Ritz-Carlton’s Culture Importance of this culture This type of culture is important because it has effect on employees and it is linked with extraordinary performance. Considering customer service is a must for a luxury hotel particularly when dealing with customers one of the goal a hotel can be name or rate as luxurious is because of the service that people get. It is always good to be called as sir or madam. It shows value to their customers and hospitality.
Returning customer refers to the hotel consumption again or long-term consumption of customers, it mainly reflects the hotel's ability to maintain customer and customer loyalty. However, in today's society, improving economic efficiency is usually the main goal of hotel management. In the fierce competition in the hotel industry, the hotel's returning customers in the hotel really generated a great profit. It has a lot of advantages for the business such as an advertising effect, their customers with happy consumption experiences can directly spread to others, and then produce a word-of-mouth effect will attract more customers. Through the customer's evaluation of products and services and its dissemination to the surrounding groups to stimulate potential customers, such publicity is not the credibility of the enterprise.
Also the hotel is going to give well paid salaries and other stimulus in order to attract talented people for employment. Along with this the company is going to assure that effective and proper recruitment and selection procedures are applied in order to employ the adequate applicants for every job needed in the hotel. Also there will be made efficient and required changes for maintaining good organizational culture within the hotel by creating healthy work environment and a flexible approach is going to be used for increasing the staff’s job satisfaction. In the time of creating the human resources policies Marriott International will consider the requirements and needs along with different problems that the employees have to face. Further, it will be used the job rotation technique, in order to increase the involvement of the personnel in the jobs of the hotel and also development activities will be planned by the human resource manager to assure the job performance of employees (Torrington and et all, 2005).
Exceptional services are usually very essential and important for this industry because customer satisfaction usually leads to customer loyalty which helps to ensure the success of a company in the hospitality industry. The benefits of the hospitality industry are: • The hospitality world is very creative because you are creating a product, be that food, drink or even an experience, which makes customers enjoy themselves
Customer service effectiveness plays a vital role for tourism businesses & organizations to gain competitive advantage in the current market (Berry, 1995; Bowen & Schneider, 1988). Satisfied customers tend to return for the same business and will also sometimes make recommendations of the particular business to other people via word-of-mouth (Rucci, Kirn, & Quinn, 1998). Thus from this we know that obtaining a high level of customer satisfaction will provide a huge return on the profit generated. Researches has been done and it shows that customer retention is increasingly profitable for the subsequent years in many industries (Reicheld & Sasser, 1990). This theory should be able to apply for hospitality industry as well as customer retention