Over the past few decades the hotel service industry has been transformed by self-service technologies (SST) therefore the personal service interaction between customer and employee has decreased as technology continues to advance immensely (Kucukusta, Heung & Hui, 2014). With the rise in popularity of SST it has both contributed to the customer satisfaction along with increase the profitability of many service industries worldwide (Kimes & Collier, 2015). In particular this essay will focus mainly on luxury hotel brans in Hong Kong, it will review what self-service technology is and how it differs from personal service as well as its benefits to travellers and the hotel industry as many have changed to technology based encounters to satisfy …show more content…
Technology is affectedly modifying the way the hotel industry operates and this is only going to continue as technology changes and develops (Fisher, Greg, Beatson & Amanda 2002). These changes have been seen in the service sector of luxury hotel brand where technology is critical in delivering quality service. However luxury hotel brand in Hong Kong are known for their high levels of quality personal service, but with the increasing popularity in self-service technology it has become necessary for luxury hotels to accommodate SST to ensure greater customer satisfaction (Kucukusta, Heung & Hui, …show more content…
When this generation wants something they want it now SST makes this achievable as it can be serviced at any time of the day, whenever and wherever the customer see’s fit. Along with theses factors it also completes the job it intended to do, where as some employee are not always capable (Meuter, Ostrom, Robert, Roundtree & Bitner, 2000). Meuter, Ostrom, Robert, Roundtree & Bitner, 2000 finding also demonstrate that there will always be dissatisfied customer when it come to SST, due to technology failure, poorly designed SST and the lack of technological knowledge held by some customers. Problem will always occur in one way or another with SST, yet not always frequently but when they do occur personal service will need to be provide by the company (Fisher, Greg, Beatson & Amanda
Rationalisation within organisations and industry is a complex and diverse operation (Kalberg, 1980) which was implemented historically (Ibid) but can still be seen thriving within certain modern institutions globally (Ritzer, 2010), affecting various outputs of activity (Davis, 2009). This study will outline and introduce rationalisation, identifying key concepts such as bureaucracy and introducing early pioneers of the movement such as Henry Ford, it will explain how rationalised techniques are utilised in the pursuit of efficiency and control in the workplace through key theories and studies assimilated from a variety of academic resources. It will then apply this theory to the running case study, “Junction Hotel” and explore the practical
Hotelkeeper, 199(4577), 28-30. Retrieved from ABI/INFORM Trade & Industry. May 15-May 21, 2009. Vol. 199, Iss. 4577; pg. 28, 3 pgs
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).
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
Back in 1978, China had only 137 tourist hotels. With the introduction of economic reform and the open door policy, this led to a rapid growth in the hotel industry for China. The InterContinental Hotel Group (IHG) was among the earliest international hotel chains to enter the China Market. The first hotel they introduced to China was the Lido Holiday Inn that was opened in Beijing. After the first year of the Holiday Inn in China, there was an outstanding performance by earning a big profit. This proved that the market for international owned hotels was good and with tourism and the economy growing every year, why wouldn’t you place a hotel in Chinas growing market. Just ten years later, there were ten more hotels managed by the IHG in major cities in China. The InterContinental brand innovated to the China market to set them apart from the competition. They were the first international hotel chain to launch a Chinese language website and the first to offer online reservations to guests who did not use credit cards. The premise of this paper is to provide the reader with insight on how the InterContinental Hotel Group implemented strategies in China to gain a competitive advantage. I will go further to discuss how it can maintain its advantage in the future. The IHG Company has
I work in hospitality and customer service is a must in this line of business. I have several customers that mention me by name and they request me when they come to the hotel. I have received three stars in our incentive program where I have been mentioned by guest over ten Williams 2 times. The guest love the way I interact with them during their check in time. I give them proper greetings, all the information that needs to be known about the hotel.
The Happy Guest Relationship Management (HGRM) system has seen huge success in its implementation into Hotel Lugano Dante and Hotel Berna’s business operations. The system has allowed for the continued expansion and growth of these hotels, enabling Fontana to provide a five-star customer service experience within a four-star hotel. Through capitalising on technological innovations Fontana was able to achieve these competitive advantages and standout in an otherwise saturated market. The further development of this system will ensure that Fontana is able to sustain this success and promote future growth.
The Mandarin Oriental Hotel has, since its creation, received a rating of. recognition for providing a level of products and services of the highest quality of the product. With traditions of consistent quality service. delivery are practiced at each of the hotels, the challenge to the Group is to develop an ongoing corporate culture of quality service. drawing upon the strengths of each individual hotel.
Today, nobody wants to follow the old fashioned “call or email and book” method to make reservation at a hotel. Guests are increasing turning towards technology and several platforms that are powered by internet. Guests make their reservations after doing a thorough research much before their travel date. In a situation like this, it is quite imperative for a hotel to make itself availa...
The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as “The Ritz Mystique.” Among the grand hotels of the world, The Ritz-Carlton hotels and resorts are famous for luxury, spectacular surroundings and legendary service. They have gained this title with dedication and award-winning hotels that reflect the 100 years of tradition that stand behind them. Discovering the fascinating history of Ritz-Carlton hotels, illustrates their commitment on relentless training to improve their quality in service and their strategy. Ritz-Carlton has achieved a Gold Standard of value and philosophy by which they operate.
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...
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
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.
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