0.1) Introduction
The hotel industry is economically important in Nigeria, especially in Anambra state, where it provides substantial employment. There are more than one thousand hotels in Awka, on different categories. By observation one can argue that the rate at which new hotels are springing up in Anambra state is at increase and the rate at which they are winding up or stagnating is equally alarming. In a highly competitive industry, like hotels in Anambra state, it is essential that hotel managers should segment their market, target and position it. The manager should have a good understanding of the aspects of the business that are important to their customers in order to meet customer expectations with regard to the products and services offered.
Customer satisfaction or dissatisfaction is the result of interaction between the consumer’s pre-purchase expectations and post-purchase evaluation (Czepiel and Rosenberg 1997). Success in the hotel industry
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kuo, chan & Lin (2010) identified the four Dimensions of hotel attributes for customer satisfaction as follows: Customer supreme-both supporting facilities and explicit services, Employee attitudes, Facility accommodation-supporting facilities and Hospitable, and Empathetic services.
Wilkins, ( 2010) listed the seven hotel Dimension as follow; Stylish comfort, Added Extras, Room Quality, Quality food and Beverage, Quality staff, Personalization and Speedy Service. Choi and Chu (2001) identified the seven dimensions of Determinants of hotel guest satisfaction and repeat patronage in the Hong kong hotel industry as follows; Staff service Quality, Room quality, General Amenities, Business services, Value, Security, IDD
Moreover, the hotel that include every for the guest also the good service and facility, they will have a good reaction from the guests such as the positive feedback or comment for the hotel after they use the
Introduction In today’s hospitality competition reached critical levels, as more and more successful organizations appear, each offering a more unique and innovative service for its customers. Therefore hospitality companies are on a constant struggle and focus on improving the existing service, or even developing new services that could better appeal to their targeted customers. One of the prosperous companies that controls a large share of exquisite properties is MGM Resorts International. In any resort or company, managers should be aware of their strengths; weaknesses, threats and opportunities in order to became better each year.
There are different strategies that must be considered by the organisations operating in hospitality industry. The contributions made by the firm donate towards the performance and achievement of the company. The purpose of this paper is to analyse the strategies of the hotel, which serves as the basis of success. This paper is divided into five different tasks each of which is focusing on various aspects of the hotels performance. The organisation that is selected in order to answer the tasks is InterContinental Hotel Group.
Lancaster [2011]: According to Justin, hospitality firms big and small are looking at ways to keep costs low and to become more efficient just to stay afloat in this very challenging economy. Cutting costs in labour has been a popular topic in all industries during times of economic downturn. This is a particularly slippery slope in the hospitality industry where service may be compromised through cutting costs. Quality service is scrutinized by the customer in hospitality more than ever due to the fact that customers are fewer and are spending less. In areas of resort saturation like Las Vegas, the customer has so many options; they simply will not tolerate poor service like they may have in the past.
Understanding Different Cultures in The Hospitality Industry Is Good for Business People of different cultures prefer to be treated the way they are treated when they are at home. They will all act differently and by that I will be looking at their non-verbal communication methods and how they will affect your business if you do not catch them accordingly. In this essay, I will be discussing the non-verbal communication cultures of the three cultures which are Zulus, Chinese and Indian people.
The main objective of the paper is to explain a fair level of critical analysis and evaluation. The paper will also explain the good understanding of quality management approaches that includes original thinking with extensive academic underpinning. The hospitality industry has to be taken in the assignment and for that reason; Holiday Inn has been taken for analysis of this paper, which is a part of InterContinental Hotels Group (IHG). Discussion Holiday Inn is basically an American brand for hotels that is the main part of InterContinental Hotels Group (IHG). Holiday Inn is amongst the world’s largest hotel chains that is hosting around 100 million guest nights every year.
In an industry that twists around customer management and satisfaction, hoteliers ought to dependably be aware of the changing attitudes and practices of their customers. Organization that spotlights on the most fundamental examples in the business better understand what their customers need or sit tight for and those hotels that meet and surpass the longings of their guests are constantly looked for. With everything taken into account, the hotels spend endless amounts of money to recognize the unmistakable examples that will have a foremost impact later on. Everything from internal environment and room rates to livelihoods and advantages of the hotels can make an impact on the customers for choose or not to choose it.
Abstract: Customer Services concept is directly related to Travel industry because it is based on customer expenses and without the customer there is no Income. Good customer service is required at every part of travel industry as well as it is essential to the success every company either it is flight, hotel, travel agency, restaurant, etc. In the travel industry, customers today expect more than they did in the past so we must always try to continually improve level of the service to enable us to keep up with customer expectations and leads to excellent customer service in the travel industry. This theoretical study is based on secondary data where it includes the information published on the theme of travel industry in various internet sites. This
Employee Directory The another most important factor of success, is people who work at the hotel. A challenge, that is considered to enhance the performance of the hotel service in order to get the most satisfy from customer, is managing the hotel employee. The hotel hire various employee to do different task; receptionist, room service, housekeeping, etc. Sometimes it would be better to manage the employee since at the beginning of recruitments.
The rise of tourism, the growth of leisure tourism and the change of living standards have led to the development of the luxury hotel market in Chile. (Nieddu, M.et al.2010) Therefore, the establishment of luxury hotels in Chile is a very strategic approach. The hotel's targeted market segments: leisure and business. Geographically, the market is targeted segment: Santiago, Vina del Mar, Easter Island, Arica, Osorno, Valparaiso, San Pedro de Atacama, Torres del Paine.
Preface With the rise in advancement of lodging technology and increasing market of lodging accommodations, it is becoming essential for accommodations to find a viable alternative to suit the changing trends of guest preference and create ‘the personal touch’ to meet guests’ satisfactions; one such example is Airbnb. Airbnb is a rising accommodation that many travellers in the world is looking out for when they are on leisure travel. Airbnb connects people to unique travel experiences, at any price point, in more than 34, 000 cities and 190 countries. (About Us, 2015)
Significant developments in the transportation facilities, inventions and innovations in the field of communication, ll}.ying of a strong foundation for industrialisation and urbanisation and further development of tourism as an industry paved ways for the development of hotels and motels. Besides, the growing significance of foreign trade, internationalisation of culture and civilisation and the need for setting the foreign exchange balance became instrumental in the organised development of classified and unclassified hotels. The officials on deputation, the business dons on trade promotion mission, the foreign representatives on peace mission, the domestic or foreign tourists interested in visiting a place for pleasure or for enriching their knowledge bank can't perform; if we don't work towards the development of hotels, motels, restaurants and cafeterias. The fact cannot be denied that the world of the hospitality industry has witnessed'multidimensional transformation from traditional to the modern age, In the past, the hospitality was due to religious and superstitious
To be sucessful in this industry we need a lot of and loyal customers. The loyal customers will keep coming back to the same place if they satisfied through the place they have visited. Customer loyalty give the most important impact towards hospitality and tourism industry. “Hospitality refers
The main target of the hotel industry is attract international tourism which will host a variety of different properties. Hotel industry has a backbone of government and it is the government support helps to sustain in a competitive world. The government charges great amount of the tax on the luxury and star category of the hotels. Political changes have a direct impact because of the government, especially on the hotel industry. The state government has to take huge decision which will support the growth of the industry.
“The training of team members and leaders is the foundation of any successful improvement program” (Business Balls, 2014) SERVICE QUALITY The study result show that lot of guest was not really happy about the services which the hotel has to offer, the reason behind this could be less of man power and standard of service, if the hotel has to maintain its competitive advantage than it needs to provide distinctive services to keep the guests happy, the quality of service has to be up to the mark considering that the hotel is a star property and guests wont settle for anything which is just about