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Content

  • Hospitality Industry.
  • Factors that have a definite impact on the hospitality industry.
  • Customer requirements for a hospitality business.
  • Customer satisfaction levels for a hospitality business.
  • How to increase customer satisfaction level.
  • Some tips for delivering customer services.
  • Improving services in the hotel.
  • To be a service person.
  • Potential improvements for a hospitality business.
  • References.

Hospitality Industry

The hospitality industry contains a wide range of fields within the industry of service including lodging, event planning, restaurants, theme parks, cruise line, transportation and other fields of tourism industry.

Factors that have a definite impact on the hospitality industry:

  • Demographic.
  • Economic.
  • Political.
  • Social.
  • Technological.

For example, tourists show more resilience due to the  “new economy”.

Customer Requirements for a Hospitality Business

“Many managers believe they do a good job capturing their customer’s

requirements. In reality, they do not – and their failure to do so is

preventing them from managing innovation as a key business process.”

(Ulwick, 2003)

So, what do customers expect from a hospitality business?

Re-evaluating and reviewing value for money and the offers of the current market tourists change their requirements, but the fundamental expectations are:

  • Hotels should be more innovative.
  • The price for booking the apartment in the hotels should be lower.
  • Room design has to be more flexible.
  • Environment-friendly attributes.
  • Higher security and privacy.

Re-evaluating and reviewing value for money and the offers of the current market tourists change their requirements, but the fundamental expectations are:

  • Hotels should be more innovative.
  • The price for booking the apartment in the hotels should be lower.
  • Room design has to be more flexible.
  • Environment-friendly attributes.
  • Higher security and privacy.

Customer satisfaction levels for a hospitality business

Quality of service and customer satisfaction are critical factors for success of any business”. (Gandolfo, 2010)

There is always the difference between the expectations and the level of satisfaction. Customer is fully satisfied when he/she is provided with the services of the better quality than it was expected (positive disconfirmation).

On the contrary when the requirements and expectations of the customer are not met than he/she is unsatisfied with the services.

How to Increase Customer Satisfaction Level

  • Determine the needs and the requests of customers.
  • Eliminate the gaps between services offered and customers' expectation.
  • Supervise the operations of the enterprise as a system.

How to Increase Customer Satisfaction Level

  • Determine the needs and the requests of customers.
  • Eliminate the gaps between services offered and customers' expectation.

Supervise the operations of the enterprise as a system.

Some Tips for Delivering Customer Service

It is not enough just to deliver perfect customer service. It must be something surprising and outstanding.

  • Everyone in the customer delivering service is supposed to know what will be better for the guests in the hotel.
  • Staff in customer delivering service have to make guests feel welcome.
  • Delivering service staff have to listen to the guests and their best to serve them.
  • One of the most horrible faults is delivering services out of time. Try to provide customer with required services at the promised time.
  • To leave  the best feelings about you and your service, be polite and  generously smile. It is the most powerful tip ever.

Improving services in the hotel

  • Make the Internet connection available from anywhere (meeting rooms, lounges and guest rooms). The best idea would be to install Wi-Fi.
  • Make your hotel as big as possible. A huge and gougers building will make a great impression on the customers.
  • Fill your hotel with various facilities such as: restaurants, bars, pools, discos, spas, gyms and so on.
  • Offer online discounts and tickets to the museums, parks or different excursions around the city.
  • To have a cozy library would be either a good idea.
  • Try to make the restaurant cuisine extremely tasty and sophisticated as it is one of the most important things making customers visit your hotel again and again.

Potential improvements for a hospitality business

  • In order to improve the level of customer service, train the employees. Consider providing some sort of reward to the employees going above and beyond to satisfy the customers.
  • Try to provide the customer with as much information about the service needed as possible so that he/she could have the broad imagination about your offer.
  •  Sometimes the customer would like to figure out the service on his own without any tips or recommendations. Try to offer as much consulting as the customer requires it, and remember that to much talking is usually irritative.
  • In the end, the only way to find what exactly the customers are waiting from your service is to ask them about it. As an example, it would be great to offer them the opportunity to assess the quality of your service which can be used as a tip to improve your business.
  • Treat customers as nice as you want to be treated.
  • Think of discount for those customers who often use your service.

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