Delivery in day(s): 4
Hotel Management Assignment Sample
The two hotels which I selected for the research are Hotel Marriot and Hotel Hilton in Australia. Both the hotels have best guest services to offer to its customers. They both offer several services for the business as well as for tourism trips. The different kinds of services they offer to their guest are as follows:
Hotel Marriot: for business they have a business centre with wireless as well as wired internet facility. There are provisions for voice mails within the rooms. Laptop compatibility is provided within the hotel. The provisions which are provided to guest to make their stay comfortable are various facilities in the room like refrigerator, satellite TV, bathrobe in bathrooms, bathroom phones, coffee/tea maker, ironing board, extra rolled beds, hair dryer etc. other recreational services for the guests are also provided like massage rooms, gymnasium, treatment rooms for beauty services etc.
Hotel Hilton: hotel Hilton for business convenience provides audio/video equipment, business law center, express mail, fax facility, photo copy machine, printer etc. For the comfort of the family they provide babysitting services, children activities and menu, high chairs etc. For the pleasurable stay they provide car rental desk, storage area, lounge, bar, foreign currency exchange desk, recreation information desk, laundry/valet services etc. They also have features available for accessibility needs.?
Tour desk is an important requirement for hotel in today’s scenario. Today the hotels are expected to provide every required facility to its customers. Tour planning is one of the important services that the hotels can provide to its customers. Depending on the size and rush in the hotel the establishment of the tour desk is decide. If the hotel is big like 5 star or more and rush is huge then they should go for a separate tour desk. If the hotels are small and the rush is not much even the front desk can handle the job of tour desk also.
Guest from tour desk expected all the information system regarding the tours that can be planned to visit the city or the country. Now it is the first and foremost duty of the tour desk to provide all the details about the places to visit. They person handling the tour desk should have knowledge of all the places and he should be capable enough to customize the tour packages as per the requirement of the guests based on the number of days and budget. The tour desk should also have facilities to book the required railway or air tickets for the guests.
The hotel is supposed to be at sea side so the best architecture for the rooms will be sea facing small huts kind of design. The activities in this hotel can be more focused on water games and rides. The water games like parasailing, water scooter, and different types of rides will be advantageous for these hotels. Hotels can also include beach side spa or massage rooms in their amenities provided to the guests. There are many guests who just come to relax, so a small bar along with beautiful shacks can be arranged for them. Then depending on the depth and kind of sea other activities like scuba diving, snorkeling, fishing, sailing on catamaran can be included in the activity lists.
Swimming is one of the most favorite ways for people to relax. So the outdoor as well indoor swimming pools should be there. Also there must be a temperature regulating feature in it. There are many more amenities which can be listed like aqua aerobics, sea kayaking, wind surfing, scenic joy flights, dinner cruises etc.
To provide amenities is easy but to make sure that guest avails the benefit out of it is the point where the role of the staff comes. It is the prime duty of the staff to make sure that the guests are well aware about all the facilities provided by the hotel for their comfortable stay. The staff responsible for each and every activity must have full knowledge of his department so that they can handle any of the queries of the guests. Staff must show enthusiasm while serving the guests they should make the guest feel nice and good with their nice gesture of handling them. These small things from staff side make the stay a pleasurable one for the guests at the hotels.
The food service is the integral part of any hotel industry. Let it be a small or large hotel, food services are always play a vital role in hotel’s reputation. The services in large hotel and small hotels will definitely be different. The three different hotels where we did our research business are hotel Marriot, Red Earth Motel, and Southern Ocean Lodge. Now all these are different kinds of accommodation facilities. In a hotel like Marriot there will be many options for food. There will be buffets, al carte, barbeques etc to serve the guests. There will be lots of variety in the food provided in such big hotels. This is because the number of guests is more and so they will have different choices of food. Also being a big hotel they have space to store food and so can maintain the continuous flow of food. Whereas in small hotels, motels and lodges options available for food is less. The chances are also there that the food is available only at specific timings. Storage is not possible so they do not provide food which gets spoiled soon, which in turn reduces the options available. There is a difference in the prices of both the variety of hotels. It will be on higher side at large hotels.
The taste of the food depends on the fact that how it is presented. The food items which are supposed to be served hot should be served hot otherwise the taste will not be there. For this at many hotels they use warmers which are kept under the served food usually during buffets to keep the food warm. In al carte they serve the freshly prepared food is served. The other ways to keep the food warm and hygienic are microwave ovens etc. While trying to maintain the temperature of the food the food regulations should be kept in mind which is formed to maintain the hygiene of the food.
There are various issues which are supposed to be handled while giving the food services to the guests at the hotel. They need to maintain enough variety of the food so that the range of the food requested can be served to the customers. Proper storing provisions should be there so that there is no problem of quantity while delivering the food to the customers. To handle the more number of customers the distribution of the staff members should be done in a way which can handle the customers in the peak hours. Proper training should also be given to the staff to handle such situation.
The ultimate decision about the quality of the food will be of the customer only. So if the customers have any issues with the quality of the food, there should be a proper way to handle those complaints. The best policy is to understand from the customers that exactly where the customer is having issue with the food quality. Until and unless the exact issue is known it will be difficult to handle the situation. If the problem is with the taste the food department should talk to the chefs and try to find out the reason. It is not the one person who is responsible for delivering the food to guests, so if some issue comes it is the responsibility of the hole food department to be together and discuss about the cause of the complaint. And one thing should always be kept in mind that one must never argue with the customers about the complain because in service industry one is there to serve and give services to these customers only, so it will make no sense to argue with them. This in turn will bring a bad name to the organization and nothing else. The best policy to handle the complaints is to get together and discuss about the issue and try to get a solution for it.
Wuest, B. E., TAS, R. F., & Emenheiser, D. A. (1996) what do mature travelers perceive as important hotel/motel customer services? Journal of Hospitality & Tourism Research, 20(2), 77-93.
Brymer, R. A., & Singh, A. J. (2013) the international hotel industry in the new millennium Hospitality Review, 22(2), 9
Wilkins, H., Merrilees, B., & Herington, C. (2007) towards an understanding of total service quality in hotels International Journal of Hospitality Management, 26(4), 840-853
Lewis, B. R., & McCann, P. (2004) Service failure and recovery: evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17.