In spite of having numerous structures in place to ensure a luxurious guest experience, the Oberoi Vanayvilas (OV) failed to provide a quality service to its hotel guest. To recover from this service failure, we recommend OV to sincerely apologize and ‘offer refund for the third night and a credit for the two nights for a future stay with additional hotel perks tobe used at OV within a year’ to the impacted guest. Main drivers for our recommendation are to convey a message that Oberoi sincerely cares about the customer inconvenience and wants its guest to revisit the hotel to win over the customer by its exemplary quality service.
Suggested two night hotel credit can be used at any Oberoi Group hotel, but additional discounts such as meal voucher
…show more content…
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt …show more content…
The offering of a refund for the guest’s entire stay is an option; however, if OV decided to do so, OV should carefully deliver a message focusing more on the value that the hotel wanted to deliver with the luxurious tent setting. With this option, guest could take the refund amount and use it to go to another hotel and Oberoi would never have the opportunity to delight guest with its improved quality services, nor will it receive valuable customer feedback on the corrective improvements. Customer could mistakenly think that OV’s trying to delight customers with the refund versus its hospitality quality service, which is detrimental to OV’s luxury hotel brand. Although Oberoi takes pride in delivering luxury services and its guest experience matters most to Oberoi, the management should not get emotionally invested in the complaint by giving a full refund and should avoid this risky option. Alternatively, OV could offer a credit for one free night to use in the future at the OV or at another location of the Oberoi Group hotel. This is less risky option and it somewhat preserves Oberoi reputation and guest might visit Oberoi group hotel, but again Vanayvilas will not have an opportunity to change the negative customer perceptions into the positive one via its flaw-less quality
Thank you for letting us know about your recent experience with the Colonnade Hotel and Resort. I wanted to express my sincerest apologies for the incident that occur to you and your family. I also wanted to explain to you, why it happened, and what we want to do to make it up to your family.
Tourism is the key component that drives the growth in revenue for Cuba apart from the Tobacco and Sugar Cane industry. Meaning more jobs will become available within the next few years. This means more opportunities for the Travel and Tourism industry in Cuba to expand. As a hotel chain, adapting to the island’s standards is a must. A lot of hotels on the island, have their unique characteristics that may or may not influence people’s choices in staying in your hotel. This impacts the recommendations because people are likely to stay at a hotel that offers the amenities of an authentic Cuban hotel.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
The importance of physical environment on customers is widely recognised by managers and mentioned in many service industry. It is true that customers will make use of a service enterprise if they perceive that the service provided will be of high quality (Brady & Cronin, 2001). According to Abdullah Rosario (2009), quality of services delivered plays considerably a major role in shaping and manipulating customer satisfaction. With customer satisfaction comes positive customer behaviour. It is highly visible in the service sectors such as restaurants, hotels, retails, hospitals and bank.
47% of Marriott’s rooms are in North American Limited Service, 30% are classified as North American Full Service, and the remaining 23% of its rooms are in the international segment (Marriott, 2015). Recognizing that travelers have a range of budgetary and amenities needs, Marriott operates its properties under a variety of different brand names, 19 in total, each of which has its own “price and service points” (Marriott, 2015). Most of Marriott’s brands are at the high end of the market, which includes such widely recognized luxury brands as the Ritz-Carlton, JW Marriott, Renaissance Hotels, Bulgari Hotels, Marriott Executive Apartments, Marriott Vacation Club, Edition Hotels, Autograph Collection Hotels, Gaylord Hotels, and Marriott Hotels (Marriott, 2015). These properties often command nightly rental rates that can run several hundred dollars a night and offer a wide range of amenities well suited for both business and pleasure travelers. These properties are classified as “Full-Service.” Marriott also offers a range of “Limited-Service” brands that do not contain as many amenities and tend to be much cheaper than the Full-Service line. Examples of these properties include Courtyard, Residence Inn, SpringHill Suites, and Fairfield Inn & Suites (Marriott, 2015). Even though these properties are considered Limited-Service, they do offer considerably nicer accommodations and more amenities than other types of budget motels and hotels. In contrast to many of the other hotel brands, Marriott International does not operate any midscale, economy, or budget
Accor Hotels is a multinational hotel group which owns, operates and franchises over 3700 in 92 countries representing several different brand names. The brands they represent range from budget, economy to five star accommodation. This hotel group is classed as a large organisation, they call their Human Resource department Talent and Culture this department consists of managers and staff who 's main focus is the Human Resource Management roles and responsibility. The Human Resource role and responsibility within the Accor company is the human resource manager as it a large business, this department supports business and running of the business. The human resource manager is responsible for employee engagement, employee relations, recruitment and selection, health and safety and legislation.
There are also some problems in the Portman hotel like firstly they do not know that how to implement the service of personal valets. Due to this philosophy, there were too many conflicts in a hotel. Second problem was related to hiring that means that at the time of hiring their job description was 50% is about
His improvements didn’t stop there, however. He took charge of the book keeping and suggested better rates for the rooms to increase profitability. Then he suggested improving the hotels food for the guests and creating a managers table where guests of importance could dine with the hotels managers and improve the relationship with the customers to make them feel more at home. He was determined to make the guests feel
There is some evidences to prove that hospitality culture is significant to the hotel organization. The First aspect, hospitality culture can improve the hotel services level and increase the turnover level. Mattila (1999) and Stauss and Mang (1999) argued that the customer estimate the service would depend on hospitality culture.The hotel has strict discipline to manage the staff, and staff must comply with the institutions during their working time. According to Martin and Lundberg(1991), Bennigan's is a America restaurant chain, it created research to find out why consumers did not come to their restaurants. The consequence is that only 15 per cent of consumers did not satisfied with the food, but 67 per cent of the consumers are dissatisfied with the staff's attitude. For instance, customers receive satisfying services, so they will remember these services and want to receive those services again next time. Although this is not enough to evaluate the results of a hotel service, it can make a good impression in customers’ minds.
To Assess the Quality and Effectiveness of Customer Service in ONE travel and Tourism organisation I selected the Holiday Inn Garden Court in Ashford, Kent because I have visited before so I already have a sound judgement on how efficient the customer service is. The hotel has 100 bedrooms, a lounge bar, restaurant, 6 small meeting rooms and a separate pub in the car park which is owned and operated by another company. There are three main criteria's that I will analyse in the organisations customer service quality, they are: - * What are their performance standards like? * Measuring to see if the standards are being met * Putting in place measure to correct any shortcomings I will also be analysing the quality criteria using the spider diagram shown below: - Value for money Staffing qualities/levels Reliability [IMAGE][IMAGE] [IMAGE] TASK B - give a full explanation of the key customer service quality criteria relevant to the organisation, giving examples of the procedures and practices used to achieve them. The delivery of customer service in this hotel involves several parts: 1-Brand Standards The hotel is privately owned and operated under a franchise agreement with 6 Continents, the company which owns the Holiday Inn brand.
Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence, in the scheme of business, it has become apparent that the ultimate goal of any organization in a hyper- competitive market, is to maintain a loyal customer base. It is essential for any hospitality organization to seek opportunities to gain a competitive advantage by adopting various strategies.Thus, hospitality firms should develop proactive strategies to gain customer loyalty, as opposed to relying on pricing strategies to attract new customers. Customer-supplier relationship, and the resulting loyalty of the customer, can be assumed to be necessary prerequisites for any firm to prosper in the competitive market. Management thinker Peter Drucker (1973:79) wrote, “to satisfy the customer is the mission and purpose of every business.” Thus, for many years, business organizations have focused on customer satisfaction programs (Bhote, 1996). It is now becoming apparent that it is no longer customer satisfaction, but customer loyalty, that constitutes the dominant factor in the success of a business organization. The increasing sophistication of customers’ demands also poses a challenge to the development of customer loyalty in the service industry (Kirwin, 1992). Modern consumers demand high-quality products and services and exhibit a low tolerance for products and services of mediocre qual...
The most important business goals are to increase market share and develop the benefit of the hotel, such as using the power of internet and social media to increase hotel popularity and build strong brands of the hotel. Although, respect of customer’s cultures is a vital part of hotel atmosphere, especially for internationa...
In the hotel industry with a certain service satisfy to customer needs. It was different and includes the different of customers as well. It is based on the theories of Maslow. That divides the different needs of people, from basic needs to the highest demands. This, in the hotel industry had been variety of services that reflect the level of customer needs. In each hotel have a wide variety of structures and designs vary. In order to meet the needs of customers. This will include a safety and convenience for the customers. The main aim of every person is a basic need be to stay and sleep. But there will be an increase in the level of demand. Some people want to stay for activities such as staying in exclusive resorts. In some people want to come for business travel. And their position in society as an individual, their want to stay in type of room differently.
Hotel was built 1978 year. From the beginning of its operations hotel provides a wider range of program contents, both for school trips as well as for business tourism. In the beginning it was a luxury hotel, but with ages it the struggles with the difficult business conditions, and lost part of its quality and market position. In 2003rd in process of ownership transformation hotel has a new owner. New owner is “Alco group” and now it is member of their hotel chain “A hoteli”, and they invested 43 million euros in reconstruction.
A review of literature on service quality highlights the important dimensions of quality. Parasuraman, Berry and Zeithaml (1988) define service quality as the gap between expectations and perception of service quality (SERVQUAL), and indicated five service quality dimensions.