1. Rationale and Background
The numbers of the travelers have been increased in the world nowadays, people travel for leisure, business or event travel etc, they normally stay in the hotel, resort, and hostel. When the travelers increased drastically, the workload of the staff in hotels will increase as well. The waiting time for the guest will enhance directly, hotels should apply self-service technology to avoid low efficiency and they can use self-service technology as an innovation to attract customers that have interested in advanced technologies. For instance, the self-check-in kiosk is the most used method in terms of a self-service method in the hotel.
Self-service technology (SSTs) is a service delivery procedure that can decrease
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Aim
• Exploring customers' attitudes & intention towards SST
• Figure out the use of self-service technology in hospitality.
• Understand how self-service technology integrated into the hotel.
• Motivate the industry to use self-service technology broadly.
4. Objectives
• To understand how technology impacts hospitality.
• To analyze what is the positive and negative effect to adopt self-service technology into the hotel.
• To connect theory and the situation and evaluate the result.
• To create a reasonable, overall predict and conclusion for the self-service technology in hotels.
• To provide recommendation for the industry base on the self-service technology
5. Questions
• What negative & positive factors affect the guests and the staff when self-service technology used in the hotel?
• Is that self-service technology can enhance the efficiency of the hotel operation?
2. Research Design &
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The reason why the researcher has to choose the staff and guest as the interviewee, it is because they have the experience to use the self-service technology in the hospitality industry. It is more efficient for the researcher to receive accurate data.
Before the survey, the researcher has to get the permission from the hotel. By sending E-mail to the manager of the hotel is necessary. After receiving the permission from the hotel, the hard copies of the questionnaires should be prepared twenty to thirty sets. If the hard copies are prepared, the researcher has to send the survey to the hotel. The participants are the foreign travelers and the researcher needs to help the interviewees to answer the questions. Furthermore, the printer from BHMS will be used to print out a research paper hardcopy.
Furthermore, the researcher will conduct an interview with two candidates; one potential guest and one employee from the self-service technology hotel, in order to get informative answers from the potential people to collect data. To ask about the intention and attitude towards the self-service technology adopt to the
My group previously visited the Sheraton Hotel for our first interview with the front desk manager and it went very well. We decided to keep with the same hotel for our next interview, but due to a last-minute cancellation from the housekeeping manager we were not able to complete the interview. Due to this situation, I will be talking about a whole different hotel - G6 Hospitality. The name G6 Hospitality refers to the hotel brands – Motel 6 and Studio 6. I chose to G6 Hospitality because it is a well-known company that I wanted to know about more in-depth. From all my research, I have gained a lot of insight on what G6 Hospitality is all about.
Part Two is about survey and research. For a company to be able to improve its services is by asking everyone about it, by doing a survey. However, to have a significant result from a survey, ...
The management team of the hotel needs to do basic research to identify new products and services and latent needs of existing customers for the innovation process. An example is more room choices in the hotel. Then the company will need to come out with new products and services to reach the needs of current and new customers.
Technology has created a major impact on the way in which all organizations market their products and services. With the development of the internet, companies are now able to economically market themselves on a global level. Even smaller companies that were once not able to capture international business due to the cost factor can now do just that. The Washington Plaza Hotel is no exception. The hotel industry in DC relies heavily on tourism as a major part of its client base. Many of these tourists who visit the city are of foreign nationality. It is important that the Washington Plaza Hotel targets these people when marketing the company. Not only do they target the tourist but they also target the international business travelers that come to the city on business related trips. The hotel's website, which gives detailed information about the hotel's accommodations and services, can be accessed by potential customers all over the world. In addition, the Washington Plaza Hotel has teamed up with such web-based travel services like Orbitz, Expedia, Travelocity, Etc. in order to capture more of the global market. Before the existence of the internet, the global market was not easily reachable. Technology has the greatest affect on marketing for many organizations and certainly for the Washington Plaza Hotel as well as the hospitality industry itself.
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
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...
The data collection method that we use is direct questionnaire. In this method I greet the woman and male passenger and explain briefly our intention before us giving the questionnaire to the customer. I distribute the questionnaire to the customer of KTM Komuter at the Bank Negara station. The station that I choose is one of the stations who have many passengers. The 60 customer that we choose are representing around 1100 passengers who using Bank Negara KTM Komuter. The questionnaire comprised of two sections. The first section is designed to capture the respondents’ demographic. The questions asked in this section are related to the respondents’ gender, education,race, age, and marital status. The second section is designed to me...
More than 90% will check a website for answers before email for help, so that your website can make a huge difference in how you are perceived. Self-service could exist information or information provided by fellow customers. Some of the most common types of self-service is frequent questions and searchable knowledge bases, but user communities is also a cost-effective way to offer assistance, while building relationships with customers. This is a must-have in today's world. Benefits and goods of costumer services Costumer service is all about consumer and relationship with consumer, consumers enjoying when doing business with companies that offer quality, customer quality, this is why customer services should always find new ways to improve customer services.
In order to accomplish this task, the manager of each department has his or her employees complete a questionnaire that includes topics such as where you grew up, favorite food, hobbies, describe a favorite childhood friend, and your favorite vacation destination. The next set of questions wil...
Hospitality is the relation between the guest and host, or the act or the practice of being hospitable. This includes the reception, entertainment and generally looking after the guests, visitors or strangers. The word hospitality is derived from the Latin hospes which means “host”, “guest”, or “stranger”. Hospes is formed from hostis which means stranger. Today in many areas hospitality has developed in various ways, no two ways of hospitality are the same such as in India the term atithi devo bhava is used and guest is considered god like and we are told to respect them as such by touching their feet, in other countries such as the western people prefer a handshake and hospitality is more formal. This is one of the few industries that are directly involved with serving its customers in many significant areas for their wellness that are eating, drinking and sleeping which are some of the most important needs of an individual that a hospitality professional looks after, these are basic things we can provide but the times are changing we are in the 21st century now and the hospitality industry has as any industry been heavily impacted by it. Technology today has completely changed the industry which is why it is important to see which sectors have been affected, where many things have been changed and a new generation of professionals has emerged, which understands it and continues to expand it. This project has given me a new insight into the types of technology that are emerging to improve not only the experience of the guest but also the employees in this industry and their employers. This is why I have chosen five technologies which vary in functioning and development the technologies are Global Positioning Sys...
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
This gathered data came from a research interview conducted by the researcher to an expert. The expert who has been interviewed was Ms. Joreen Rocamora a Domestic Tourism teacher.
As there is difference in service between a 5 star and a 3 star hotel, discuss the accommodation and front office services for these two different hotels.
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. The Hotel industry not only plays an important role in the life of people but as well as the economy of the country. I spent an hour of my day relaxing in the lobby at the Fontainebleau resort in Miami, while on vacation with my family visiting from out of state. It was my first time staying at the resort so I was eager to check it out, after seeing such great reviews on Yelp and hearing great things from friends who have been there in the past. The employees working at the resort were very welcoming, professional and willing to go above and beyond to help their guests. The check-in process was very quick due to having