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Hospitality Management Editing and Proof Reading Services
Hospitality management assignment help refers to the study that deals with the customer satisfaction on rendering services to them such that it helps the service giver to render quality services to the people. Therefore, the assignment deals with the hospitality management which is rendered by the hotel management. This further focuses on the major challenges that the hotel manager would have to face in relation to intersection of hospitality services and customer experiences. It also deals with the examples that reflect practical examples of the concerned concepts. It further deals with the evaluation to assess the effectiveness of the concept. Hence, the assignment signifies the use of two concepts. ‘The experience economy’ and ‘putting the service profit chain to work’ such that it would help the manager to gain and maintain competitive advantage.
2. Major challenges to hotel managers in relation to intersection of, hospitality service and customer experience
Advent of globalisation has leaded the economy to flourish from the agrarian society to an industrialised society. The world now focuses on urbanisation and advent of innovation and scientific approach to be used in all the sectors of the economy. Thus, subjected by (Chan, 2016) the people of today’s world want sophistication and innovation in all the services that are rendered to them. Therefore, the hospitality that is to be rendered to the customers in the service provided by the respective hotel industry is required to maintain such strategies which would help the organisation to obtain customer satisfaction.
This is further followed by the loyalty of the customers; i.e. the satisfaction of the customer would render growth and profit of the respective industry. Thus, for obtaining satisfaction from the customers, quality service is needed to be rendered by the organisation to their respected customers to gain their loyalty and satisfaction from the services that are obtained by them. Therefore, the challenges that are faced by the hotel managers in rendering services to their respective customers are as follows
2.1 The problem of labour
Problem of finding labours in the respective industry is one of the most important issue that is faced by the hotel managers of the respected organisation. Hence, well trained labour is not easy to obtain in the hotel industry thus quality service is not provided to their respected customers, and it lacks the customer satisfaction. Hence, addressed by (Chathoth et al. 2016) it is very time consuming to train the labour team to provide satisfactory services to the customers thus, it lacks the satisfaction being obtained from their respective customers.
It is very important to maintain a hygienic environment in the respected industry as clean environment would help to obtain satisfaction from their respected customers. It is so because the people want sophistication in the services that are offered to them such that it would help them to fit well in the arena.
2.3 Customer satisfaction
Customer satisfaction refers to the complains and requirements of the customers are met by the respective industry to obtain customer satisfaction. Therefore, if the services that are rendered to the customers are not up to the mark it would make the respected organisation to lose their customers and obtain loss. Hence, the management is required to interact with the customer such that it would help the organisation to understand the requirements and needs that are wanted by the customers. Further, as stated by (Safi, 2016) it would help the organisation to solve the problems and issues that arise in the workplace.
2.4 Increase of customer’s energy cost
Due to an increase in the customer's cost expense on their travel accounts and hotel demands for their leisure that is to be maintained during their travel, is one of the important threat for the hotel industry(Singh, 2016). As stated by Jones, Hillier & Comfort (2016) this is further followed by the customers satisfaction to obtain sophisticated clean environment and to get reliable resources in the organisation, but at a lower cost. Therefore, this cause a threat for the hotel industry as it reduces its profitability and income. Thus, for this the respected organisation needs to adapt certain innovative techniques which would help the industry to gain profit. It might be possible through customer satisfaction and gaining customer loyalty.
2.5 Impact of natural disasters
With the increase of natural calamities that affects the life and property is a major threat to the hotel industry such that the destruction caused by the rapid natural phenomenon incurs maintenance cost. As subjected by (Hon, 2016)this is further followed by the hotels to incorporate the cost of maintenance on the destruction that had caused the hotel to encounter breakage and destruction of its property.
2.6 Customer's expectation
Customers expectations refers to the requirement of resources and services that should be rendered to them from the respected organisation such that it would help the organisation to obtain customer satisfaction. Thus, loyalty of the customers could be obtained from the satisfactory services that are provided to the customers, as loyalty and satisfaction of the customers would make the respected organisation to flourish its goal. Thereby, subjected by (Jones, Hillier & Comfort, 2016) helping the industry to obtain valuable gain and incur high profit from the services that are provided to their respected customers.
2.7 Uncertainty about safety and security
Safety and security is one of the important aspects that is taken into consideration by the entire globe, therefore proper security and safety is to be maintained in the organisation. Hence, this would help the customers to gain satisfaction if their security and safety is maintained by the concerned organisation. As stated by (Chan, 2016) due to the increase of illegal activities of the terrorist it has become essential for the organisation to take possible steps to provide maximum security to their respected customers.
2.8 Tough competition with other organisation
Due to the increase of the number of hotels in the country it has become a major threat for every hotel to maintain their service that is to be provided to the customers, such that it would make the respective organisation to flourish. Therefore, subjected by (Hon, 2016) with the maximum use of technology the hotels are entitled to provide resources to the customers who would help the respected organisation to meet their goal of customer satisfaction.
Get more information Health Safety Hospitality Industry Assignment
3. Practical application of the concepts
The two respective concepts could be applied on an organisation name Hotel Manchester of UK, the concepts are ‘The experience economy’ and ‘putting the service profit chain to work’.
3.1 Rendering quality service to the customers
On taking consideration of the later concept it could be formulated that by rendering quality services to their respected customers it would help the organisation to obtain satisfaction from their customers. Therefore, for attaining the growth and profit in the organisation it is required to attain customer loyalty. As with the satisfaction of the customer from the services that are provided to them by the organisation it helps the organisation to obtain profit thereby maximising their income from their customer’s loyalty. Therefore for attaining service profit chain to work the following circumstances are required to be met.
The quality of the service that is rendered to their respective customers are needed to be improved such that it helps the organisation to obtain satisfaction from the customers thereby helping the organisation to earn profit (Chan, 2016). Further, the organisation is required to attain customer loyalty such that the loyalty of the customers would help the organisation to attain gainful success thereby increasing their profitability. This would further make the organisation reach its objective goal in the long run. Thus, with the obtaining of customer loyalty it would automatically help the organisation to satisfy the requirements and needs of their respective customers (Safi, 2016). Further, the organisation Hotel Manchester would be able to attain success by increasing their productivity such that by increasing their availability of resources in the organisation it would help the organisation to attain satisfaction from the customers. This is further followed by achieving the goal of the organisation (Ted.com, 2016).
3.2 Improvement in the interior quality of the organisation
Thus, this refers to the internal quality of the organisation that is to be maintained by the organisation this involves the interior cleanliness and the hygiene that is to be maintained by the organisation. Therefore, for attaining success in the long run the organisation needs to develop creative leadership such that creativity and innovation could be implemented in the organisations working (Chathoth, 2016). This is so because the customers want innovation and creativity in their services that is being offered to them. Therefore, the service givers need to be energetic and efficient in providing their loyal services to their respective customers; this would further ensure quality services being offered to their customers. Hence, the organisation would attain its objective goal in the future (Ted.com, 2016).
3.3 Authentic perception of the customers
On the other hand the former concepts include rendering authenticity in their respective services that is being provided to their respective customers in the organisation. Further, the fake perception that is created among its customers is needed to be solved by the organisation such that it could develop its loyalty towards its customer (Brown, 2014). Therefore, the organisation needs to satisfy its customer with its authenticity and creativity such that it would make the customer to urge for the services of the respected organisation to be rendered to them. Further, the organisation needs to maintain its price policy such that it set a reasonable price for the hotels service for its customer, such that the customers would like to pursue the respected organisation (Leung, 2015). It would further help the organisation to earn maximum profit thereby increasing its income and this in turn would make the organisation to improve its quality services that are rendered to its customer (Hbr.org, 2016). This would further help the organisation to achieve its goal of success in the long run, thereby satisfying the demand of its respective customer and proving their loyalty towards them.
3.4 Attaining mass customisation
This further includes the mass customisation which is referred to the innovative technique that helps to attain flexibility in the organisation, such that the organisation would be able to change its service providing strategies as according to the need of their respective customers (García, 2016). This further involves the effective cost that is required to be invested in bringing about this change in the service pattern thereby obtaining certain resources that would help to attain satisfaction from its customers. Therefore for obtaining the success in the long run the organisation needs to focus on the goal of attaining success which would be possible though attaining customer satisfaction (Nunkoo, Gursoy & Ramkissoon, 2013). Thus, customer satisfaction would be obtained by rendering good quality services to the customer; this could be attained by keeping a check on the needs and requirements of the customers. Hence, by ensuring the requirements and needs of the customers and fulfilling their demand it would help the organisation to obtain customer loyalty, thereby increasing its growth of success and profit maximisation (Hbr.org, 2016).
4. Assessing the effectiveness
The effectiveness that could be attained by the manager of the respective hotel company are as follows.
4.1 Maintaining hygiene
Attaining the cleanliness of the hotel thereby seeing to the hygiene of the respective hotel environment. This would further ensure a clean environment for the customers. As formulated by (Leung, 2015) this would further help the hotel to attract customers and increase its income and gain of success. On the other hand, it would also help the organisation to provide quality service that is demanded by their respective customers and help the organisation to attain its goal in the future.
4.2Maintaining quality service
Further, by ensuring quality service being provided to the customers such that organisation is able to attain loyalty of the customers(Berezinaet al. 2015). Thus, as with the acquiring of loyalty from its respective customer the organisation would be able to attain its growth in the market and make profit for its future goal (Nunkoo, Gursoy & Ramkissoon, 2013). This is followed by the organisation to attain innovation and creativity its supply of resources such that the demand of the customers are met by the organisation.
4.3 Values and norms
The manager should also focus on the values and norms of the organisation that is to be attained by the organisation for its success therefore; the organisation should implement certain strategies which would help the organisation to attain its goal in the future. Hence, said by (García, 2016) the organisation should not provide any fake perception to its customer such that it lose its customers. Thus, the organisation needs to be loyal to its customer and provide its customer with quality services.
4.4 Leadership management
Further, the effectiveness that could be attained by the manager is through a proper leadership management such the organisation is required to have a creative leader who would access the work of the employees working in the organisation. This would further help the organisation to attain quality services to its respective customers, therefore as subjected by (Brown et al. 2014) the employees needs to be participative in their services that are provided to the customer. This also refers to the employees to perform quality service to their guest thus; it makes their guest attain satisfaction from the services that are rendered to them.
4.5 Communication skills
Further, the manager needs to have proper interaction with their customers such that it would help the organisation to determine the problem or the issues that arises in the workplace. Therefore, subjected by (Ryan, 2015,) the employees of the organisation would be able to improve it by finding possible solution to the problems. This would further help the organisation to obtain satisfaction from their respective customers and this would further help the organisation to attain its success in the long run.
4.6 Mass customisation
Therefore, another important aspect that the manager needs to maintain its service is mass customisation which involves flexibility. Thus, flexibility involves the organisation to attain possible changes thereby improving its service quality that is provided to the customers according to the demand of the customers. Hence, stated by (Nunkoo, Gursoy & Ramkissoon 2013) price is another issue that is to be maintained by the organisation such that the organisation would be able to render effective service to its customer at a reasonable price. This would further help the organisation to attract more customers in their hotel thereby maximising the income of the organisation. This is directly proportional to the benefit of the organisation to attain quality success in its future.
4.7 Ensuring wage satisfaction
The manager could further attain its success through employee satisfaction which involves providing good wages to the employees working in the respective organisation. As stated by (Law, Buhalis & Cobanoglu, 2014 ) this would further make the employees to perform its work in a qualitative manner and provide good performance in its supply of service to their customers. On the other hand it would also ensure satisfaction of the customers and makes the customer pursue the respective organisation in future.
This could be concluded from the following assignment that hospitality management could be attained successfully by the organisation by ensuring satisfaction of the customers. This is further dealt with the quality service that is provided to its respective customers such that the organisation would be able to attain loyalty from its customers. Therefore, the assignment has been attained with the use of two concepts which would further help the organisation to attain success in its long run thereby making a mark in the market. This is further followed by the organisation to attract customers for its profit maximisation.
Berezina, K., Bilgihan, A., Cobanoglu, C. and Okumus, F. (2015). Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews. Journal of Hospitality Marketing & Management, 25(1), pp.1-24.
Brown, E. A., Arendt, S. W., & Bosselman, R. H. (2014). Hospitality management graduates’ perceptions of career factor importance and career factor experience. International Journal of Hospitality Management, 37(3), 58-67.
Chan, E. S., & Hsu, C. H. (2016). Environment management research in hospitality. International Journal of Contemporary Hospitality Management, 14(4), 28-45,
Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: a critical review. International Journal of Contemporary Hospitality Management, 47(4), 28-34
García-Lillo, F., Úbeda-García, M., & Marco-Lajara, B. (2016). The intellectual structure of research in hospitality management: A literature review using bibliometric methods of the journal international journal of hospitality management. International Journal of Hospitality Management,52(4), 121-130.