...Service Product, Capacity and Demand for Hotel Student’s Name: University: Date: Introduction Australian hotels are one of most luxurious areas in the whole world. The hotels management is excellent and safe guarded following the support from both private sector and the government (Carroll, 1991). The services get promoted through the internet making hence providing a large market for the hotels. Moreover, the hotels have a history of excellent accommodation, excellent facilities and friendly and well competent staff. Most of the hotels in Australia are along the coast beaches which provide a beauty to be told by the customers. Queensland in Australia is one of the best scenarios one can opt to build his own hotel. The area has a considerable number of luxuries hotels and has also a room for more. Most of the hotels in this destination offer reservation services, accommodation and other forms of tourism related services. These hotels have a support from the local government in relation to tourists and guests’ safety, convenient, and comfortable hotels where people can stay and explore different attractions in the area. People...
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...Room Division and Operation Management Name Professor Institution Course Date 1.1 Discuss accommodation and front office services for different organisation Different organizations have different ranges of accommodation and reception services depending on the capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities...
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... 2, No. 2; November 2010 Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) Facoltà di Economia, Dip. S.E.A.F., Università di Palermo viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: gandolfodominici@unipa.it Rosa Guzzo Facoltà di Economia, Università di Palermo, Viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: rosyguzzo@hotmail.it Abstract In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the...
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...study describing the team thoughts of how the hotel's management will: make sure that the way it manages the hotel is appropriate to the way it competes for business, and implement any change in the strategy and develop its operation so that it derives the long- term strategy of the hotel. In addition, the report addresses how the performance objectives might have internal benefits; and a concept from OM chapters was applied in the case. The report found that the way the management manages the hotel is appropriate to the way it competes for business. It shows that in order to implement any change in the current strategy, the hotels' management can make alliances or commercial agreements with other business, develop automatic system to offer services and payments and establish a database and provide membership with loyal customers being offered more free services or better prices or awards. The report also shows that adopting the performance objectives are very beneficial to Penang Mutiara. I. Introduction Though there are many luxurious hotels in the South- East region, the Penang Mutiara is considered one of the leading hotels in that region. This is because of a number of factors, including its differentiated strategy, good management, motivated employees and stylish design that support the luxury atmosphere. The aim of this report is to discuss how the hotel's management will: make sure that the way it manages the hotel is appropriate to the way it competes for business...
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...In-House Restaurants Become a Support Center Rather Than a Revenue Center: An Exploration of Possible Causes and Solutions for This Problem TIM 314 Hotel Management Bill Self Melanie Ho Danelle Shimabukuro Molly Thompson Abstract Purpose: The purpose of this paper is to find why in-house restaurants become a support center rather than a revenue center. This question came about when our team realized that hotel restaurants are not as popular as other restaurants and are not performing to the maximum level of customer satisfaction. This review researches to find evidence of consumer satisfaction and hotel restaurant management. Design/methodology/approach: This paper reviews consumer attitudes and service relations of the hotel restaurants management. We examine the different causes that degrade the name of hotel restaurants. Our groups research is also looking into different solutions to the problem, a possible solution would be the action of outsourcing hotel restaurants. Findings: This paper identifies the issues that affect the consumer attitudes toward hotel restaurants which then in turns reduce the popularity of the hotel restaurant. We found the attitudes of past and current opinions of hotel restaurants. Traditional fine dining hotel restaurants are not as popular as they use to be so they are using different methods to fix that problem such as outsourcing or revamping them to be...
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...Warwick International Hotels Name Institution of Affiliation Warwick International Hotels Introduction The Warwick International Hotels were founded in 1980. Since then, the brand has extended its services all over the five continents, totalling to 55 hotels worldwide. The brand provides a collection of 4 and 5-star hotels (Warwick International Hotels, 2008). The hotels provide quality services and are distinctive for their bond because their operations are common throughout the areas where they are stretched. Some of the cities where Warwick International Hotels are found include Paris, New York, San Francisco, Brussels, Geneva and Bangkok among others. The hotels are centrally located, and they can be easily located from the city centre. Due to their quality services, the hotels have established a reputation for their quality accommodation and services. The Warwick International Hotels have a collective capacity of over 6,500 accommodation rooms with varying number of rooms for the different hotels (Warwick International Hotels, 2008).). The accommodation facilities offer a range of services ranging from hosting conferences and seminars, business meetings and accommodation as well as relaxing for a holiday. The expansion of the hotels from the time the brand was founded is presented graphically below. Chart 1: % Hotel portfolio development from the initial eight hotels. Customer loyalty and Hotel brand performance The brand appreciates that its guests are the...
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...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
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...Model in the Researches of Hotel Services Quality Ivana Blešić* Anđelija Ivkov-Džigurski* Aleksandra Dragin* Ljubica Ivanović* Milana Pantelić* Received: ???? 2010 | Accepted: ???? 2010 Abstract This work presents the research results of the hotel services quality by applying Gap model and SERVQUAL questionnaire. The research was conducted in five health spa centers in the West Morava river valley region during August and September 2008. The reach is aimed at testing of Gap model, i.e. identification of exceptions when the hotel services quality in the observed sample is concerned. Key words: Gap model, SERVQUAL, hotel services quality Introduction The concept of the quality is topic which holds the central place in the services marketing. However, the attempt to define quality in scientific circles causes a number of dilemmas. The main reason for that lies in the fact that quality does not represent a purely “clear” scientific concept. Although the term “quality” is widely used in everyday speech, it is not often clear what that quality actually stands for, i.e. defining a quality can be a rather subjective concept. The base for a scientific definition is connected with the approaches to the concept of quality from two main standpoints - of a producer – quality represents harmonization with procedural rules in the process of production and service offer, and of a costumer - quality stands for the entire characteristics of products and services which have the capability...
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...STUDY The quality of services has grown rapidly. Measurement of quality of service based on a multi of services industries has been carried out the conduction is the tourism industry (Atilgan et al, 2003) and hotel (Kayaman & Arasli, 2007). In the hotel industry itself, the most important in hotel is to provide the best services to customer. The hotel industry history began at Santa Barbara, California in 1962, by two men know as building contractor William Becker and Paul Greene. At that time it was called the motel, they had agreed to build Motels with the price of each room USD $6 per night. There have an inspiration when there get see the local society who like to travel to other places. In Malaysia, the hospitality services industry today is one of the important services sector in generating income of economic. By the existence of the hotel business we can attract more tourists to come to Malaysia. In 1990 the government of Malaysia has introduced the theme of “Tahun Melawat Malaysia” this effort shows that the government has to give serious attention to the industry hotel and tourism. The government action to do so is to introduce the Malaysia region of the world. Based on this issue, hotel is one important to give their service quality so that customer was satisfied with service from the hotel such as facilities, food, room and the other accommodation. In further strengthen industry hotel, the most important thing is to maintain the quality service system. The quality...
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... 04 Competency of service industry Over view 05 Sentiment analysis 06 Customer engagement response 07 Survey analysis 08 Over view 09 Summary 10 CHAPTER 1 COMFETENCY IN SERVICE INDUSTRY The purpose of this project is to know how the other industry stabilized or to maintain their level of service. Service industry cluster has played an important role in economic system of an area. Core competence evaluation of modern service industry cluster has been a very significant theoretical and practical problem of the research on industry cluster. The goal of the investigation is to assess core competence of modern service industry cluster accurately and visually. The primary factors of core competence of modern service industry cluster are analyzed first. Radar chat which is mapping of evaluation factor is used as a diagrammatic representation to assess core competence of modern service industry cluster. In order to get the priority of evaluation factor,...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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... Group 3 I. PROBLEM STATEMENT ➢ What can the company do to improve their service quality and improve customer satisfaction? ➢ Should the company focus on offering a service guarantee concept to its customers? SPECIFIC PROBLEMS (Challenges that the company will meet according to Geurs) a. How should Radisson word the guarantee? Should it be a “two-step” process? b. How should hotel managers and employees be trained for the program? c. Should the training be conducted by Radisson employees using a “train and trainer” approach or should Radisson employ a professional training firm to do the training? d. How should they handle hotels that did not readily buy into the program? e. Should Radisson’s corporate office pay for the invocations for the test hotels? f. What role should the guarantee play in Radisson/s marketing communications? II. OBJECTIVES ➢ To come up with strategies that will give more focus on the customer needs. ➢ To be able to provide individualized marketing and services for each of the branch of the hotel. ➢ To be able to expand the hotels in key locations. ➢ To be able to strengthen global...
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...Research About Hotel Guest Satisfaction With Hotel Services 1.Introduction With the change of the relationship between the hotel industry supply and demand and market competition, the hotel management concepts and methods of updating. In the 90's of the last century, new management concepts and methods of the hotel began to introduce the manufacturing industry widely implemented, emphasizing the quality of service is the key, the fundamental functions of the hotel is a one hundred percent customer satisfaction, providing error free service for the customer. The hotel have to diversify the means to create their own service advantage, build the core competitiveness of service products. "100-1=0" theory which is popular. It should be said, put...
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...Science and Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman...
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...through Gearing Service Quality Shikha Singh, Dinesh Kumar, Nilosha Sharma Bahadur Shastri Institute of Management, Delhi Nurture Education Solutions Private Limited, MBA College, Gujarat University, Ahmedabad Email: shikhabirsingh@gmail.com , dineshkumar.kumar02@gmail.com, niloshasharma05@gmail.com 3i1,2Lal ABSTRACT The Marriot group of Hotels launched back in 1983 are one of the largest brand and the world’s 12th largest lodging chain.1 The Marriott had around 8,000 hotels worldwide. The company operated and have franchisees under the brand names Marriott, JW Marriott, The Ritz-Carlton, Renaissance, Residence Inn, Courtyard, TownePlace Suites, Fairfield Inn, SpringHill Suites and Bulgari. The Marriott group in India has being focusing on its quality of service delivered and the various other factors like customer satisfaction. The case highlights the journey of Marriott group and the various services provided by Mariott. The case also discusses the various challenges upcoming for Marriott group in India related to customer service and customer satisfaction. Pedagogical Objectives The case study helps to understand and analyse: 1. The dynamics of Indian service Industry/Hospitality Industry 2. Challenges and Opportunities for Marriott in India Mariott Group: An Overview "When you take good care of your people, they'll take pride in their work. And when they take pride in their work, they'll take good care of the customers and if you take good care of the customers, the customers...
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