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
Sophisticated gadgets, high standard of living and advanced technology are highly demanded in this modern and developing world. In the recent years, companies have fasten the pace within the industries by looking at constant improvements and entering ‘gaps’ in the market to attract consumers. Nowadays, not merely companies rack one’s brains to attract consumers, by hook or by crook, nations throughout the world are also trying to inform consumers that ‘Our nation is the best, please buy and wide-spread use our products or services’. These circumstance have led to consumers’ expectations and tastes increasingly homogenized, thus, the concept of globalization of nowadays economy is introduced. “Globalization is the free movement of goods, people and capital; of the three, it's the money that's had the most significant effect on our lives recently, for both good and ill.”(Schuman, 2013) In such a unpredictable economic climate, huge amount of small and medium- sized enterprises are enhancing its management model as well as its operations strategy to increase its revenues and the ability of survive. Junction Hotel is no exception. With many appearance of international hotels and related industries, junction Hotel is confronting with serious challenges. To break through barrier and obtain business success, excellent management and strategic are needed. However, present-day’s junction hotel hardly deserve to be called “success”.in spite of Junction Hotel once highly consider as a successful luxury hotel with a strong business background ,now has been under- performing for years duo to several factors such as piecemeal investments, irregular system and lack of clear objectives. To enhance efficiency and performant of Jun...
Canyon Ranch continues to enjoy exclusivity in its industry with the ability to command rates that are 25% to 30% higher than its competitors. Through its resort hotels, along with its health and spa services, Canyon Ranch historically has been able to offer levels of service that its competitors have not. However, the competition is catching up and Canyon Ranch is dedicated to ensure that it continues to remain the have the most demanded luxury spa locations by examining the way it approaches customer service and considering how Information Technology can help it reach these goals.
The leisure travel business is also changing evidenced by the following comment, "hotel products competing in the same segment are becoming indistinguishable in the customers' eyes" (Wyndham International: Fostering High Touch with High Tech, p. 7). There has been a tendency towards increasing competitiveness in the industry focu...
One of the Namaste International Hotel’s main strengths lies in its position as a joint venture with The Leela, an already established luxury brand hotel in India. The Leela is one of the country’s most well respected luxury hotels and it aims “to sustain and surpass excellence in service, ambience and performance hall marks that distinguishes The Leela Group. The strategic locations, individuality, architectural aesthetics, lush greens and the intrinsic Indian culture holds true for every Leela property. Reflecting thereby ‘The Essence of India’.” Furthermore, The Leela Group focuses on an “operating philosophy [that has] personalized service and comprehensive logistic support. We ensure that our esteemed clients, devote their time to the sole purpose of their stay - to conduct business and relax in the most conducive environment” (Vision and Mission). The Namaste International Hotel fits in with the mantra of The Leela Group as a specialized luxury provider to businessmen and women from all over the world. Since The Leela has worked hard to establish itself as a leader in their market, a joint venture with this hotel brand provides the Namaste International Hotel with expertise in the hotel business in a similar format already established with their other hotels. Moreover, the Namaste International Hotel has many resources at its disposal to become competitive and successful in the Hyderabad, India market. Also, as a hotel operating as a joint venture to The Leela, we gain the loyal customer base that knows what quality to expect, a huge competitive advantage for the Namaste International Hotel.
Kasavana, M. (2011). Managing Technology in the Hospitality Industry. (6th ed.). American Hotel and Lodging Educational Institute. Lansing, Michigan.
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.
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
According to China National Tourism Administration(2013), intelligent hotel is the hotel which integrates with computer technology, communication technology, controlling technology, committing to provide a better quality of service experience. Decreasing the labor and energy cost by using intelligent facilities, improving informative experience, forming humanization environment to build a hotel which has the reasonable invest, considerate safety, conservative energy, comfortable and efficient services. And according to the Beijing tourism administration(2014), Smart hotel is using the new technologies such as IOT(internet of things), cloud computing, internet, information intelligent terminal, through the automatic sensing, timely delivery, database dining analysis of the travel information in the hotel to achieve the electronic, informative, intelligent of catering, accommodation, traveling, sightseeing, shopping, entertainment to
The luxury hotel industry has become a significant segment of the general hospitality industry and is undergoing expeditious expansions. Hilton’s goal is to create value for its constituents, customers, owners and shareholders, employees, strategic partners, and the communities where each hotel is located-by delivering a consistent value
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 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.
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.
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.
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 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)