So, the hotel should plan and design a resolution, say design a position for customer care services working around the clock. After this is implemented, the hotel should monitor the progress to ensure the plan has a good outcome or not. In this way, there would always be someone assigned to cater to customers’ requests while not being an obstacle to checking-in services. Task 5 On the Rizqun International Hotel website, the information that can be found are the location, services and facilities, meetings and conferences, premier club floor, rooms and suites, promotions and contact information. Thse information is useful for the customers as they will be able to find out what the hotel offers and if it suits the customers’ wants and needs.
Importance of quality management A quality service oriented company main aim is to retain the existing customer and encouraging new consumers. The features of quality in the hospitality industry that can be used to develop and implement a quality service system are the following: Consider the guests being served. Find out the customer needs. Develop procedures to deliver what guests
Management responsibilities In order to implement a sufficient Quality Management System such as the ISO 9001 it is essential to know the customer needs and requirements and devide the customers into different segments and to implement a specific hotel vision. According to the GM, the vision of the Marriott Brussels, to become the best corporate and governmental hotel in Brussels. (APPENDIX GM INTERVIEW). The vision should be well communicated to the employees in order to be able to identify themselves with the company and its goals. It is highly recommende that the management team act like a role model.
• Owners College offers courses to hotel owners and franchisees where they can receive trainings on the Hilton service and product branding to enable these Hilton properties to meet and exceed expectations. • Commercial College provides with virtual courses on sales, eCommerce, revenue stream management, reservations and other marketing and PR services which will improve team members’ understanding of how to maximize the revenue from global marketing
The paper analyses whether SERVQUAL dimensions would be applicable to hotel industry and put forward some additional dimensions pertinent to hotel sector. The tourists visiting the tourist villages at different parts of the island were taken as sample for their study through open-ended questions on their expectations of service quality available at their hotels. The findings show that the most important attribute represented in the SERVQUAL instrument was the core service. Other attributes identified were: hotel room décor and cleanliness; Internet access in hotels; quality of food and recreational facilities; and modern technologies, particularly in communication facility. The study suggests that “Ways of achieving quality service could include the administration of hotel dealers satisfaction surveys using the service quality dimensions involved; the improvement of the level of service performance where needed by filling the gaps and the management of expectations regarding quality of
Marketing strategy The marketing strategy applied by the resort is 4Ps of marketing mix and SWOT analysis. In 4Ps the first concern is product, the core product for our resort is resort suite room which the guest will stay with particular night, we have offer garden room, regular suite, deluxe suite and executive suite. For the facilitating product, we provide customer service hotline, so our guest or people can call to us for any inquiries. We also have spa facilities and service, bar, restaurants, front desk as well as online reservation. By doing this, we can enable our customer to consume our core product.
It is the strategic implications of customer’s satisfaction in the hotel industry that the project seeks to look into and how to seek improvement for the hospitality industry. STUDY GOALS: 1. What is the implication of customer satisfaction in the tourism sector? 2. What is the potential of the Tourism sector in building long-term relationship with its customers?
(Hung et al., 2003) For hospitality industry to run adequately, its services has essential influence. Services can be reviewed on various variables such as availability, effectively problem solving, brand, area and so forth but among all, a standout amongst the most important factor to be considered is "perceived quality". If a service or product exceeds customer expectation in positive way then it is said to be a quality service. This is the thing that we are going to study that services quality and perceived value truly affects customer's dedication to hospitality industry or not. The study has truly great importance as it show how directly and indirectly customers of hospitality industry are influenced in positive and negative way.
This report is to reveal the reality of the guest experience in the hospitality industry. While trying to maintain a logical and acceptable customer experience environment, there are certain factors to consider. Subsequent related topics and sector perspective play a great role when talking about guest experience. The wealth of data will help businesses to plunge into the competitive set performance and sub-sector prior to offering intelligence and insight fixed from the functionality of the best of the best. It is often important for businesses to take note of ideas and techniques when planning on effective customer experience.
excellent hospitability and an unforgettable experience. Reason: The reason for having a mission statement is that it communicates to the employees of the organization a shared understanding of organizational purpose and reason for operating. This give employees a clearer direction as to where the company is heading towards. In this case, the company is seeking to delight and satisfy the guests, partners and stakeholders through exceptional service provided by hotel employees. Vision: To be a preeminent and world renowned hotel known for its unique floral environment by 2027.