Assignment 2: Providing Quality Service Due Week 8
Assignment 2 Providing Quality Servicedue Week 8 And Worth 200 Points
A positive guest experience is mainly the result of guests who have positive encounters and interactions with employees who provide the utmost quality service. Based on the hospitality industry you chose in Assignment 1, identify methods, strategies, and tools this industry uses to deliver the “wow” factor and enhance the guest experience.
Write a five to six (5-6) page paper in which you: Describe how the industry involves the guest in order to provide quality service. Summarize two (2) service standards the industry uses to meet customer expectations. Recommend one (1) “wow” element the industry could apply to each of the two (2) service standards in order to make the guest’s experience more memorable.
Recommend at least one (1) way the industry could better provide information to its guests. Use at least two (2) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.
Your assignment must follow these formatting requirements: be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions.
Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required page length.
Paper For Above instruction
Providing exceptional service in the hospitality industry is a fundamental determinant of guest satisfaction and loyalty. The ability to create memorable experiences hinges on strategic engagement with guests, adherence to service standards, and innovative approaches that surprise and delight. This paper explores the methods, standards, and creative strategies used in the hospitality industry—specifically focusing on hotel services—to elevate the guest experience, emphasizing how involvement, standards, and wow factors combine to build a compelling service environment.
Involving Guests in Service Delivery
The first method hospitality providers employ to ensure quality service is guest involvement. Engaging guests actively in the service process fosters a sense of ownership and personalization, transforming routine transactions into memorable experiences. In hotels, this can manifest through personalized greetings, custom requests, and encouraging guest participation in decision-making, such as choosing room preferences or activity options (Ladhari, 2009). For example, hotels may involve guests in selecting amenities or providing feedback on their experiences, thereby demonstrating attentiveness and care. Additionally, technologically advanced tools like mobile check-ins, personalized apps, and interactive kiosks facilitate guest engagement, offering convenience and tailored service, thus strengthening the guest-provider relationship (Baker & Cameron, 2008). Involvement strategies ultimately cultivate a sense of partnership and trust, vital for delivering quality service that leaves a lasting impression.
Service Standards and the 'Wow' Factor
Two critical service standards used within the hospitality industry to meet guest expectations are consistency and responsiveness. Consistency involves providing the same high level of service across all guest interactions, ensuring reliability and trustworthiness. For example, maintaining high standards in room cleanliness, staff professionalism, and ambiance ensures guests feel valued and confident the hotel can meet their needs (Zeithaml, Bitner, & Gremler, 2018). Responsiveness, on the other hand, pertains to promptly and effectively addressing guest inquiries, requests, or complaints, which significantly impacts perceived service quality.
To enhance these standards, hotels can implement “wow” elements that create memorable moments. For consistency, a “wow” element could involve a personalized welcome gift, such as a basket of local delicacies tailored to guest preferences identified during prior stays. This adds a unique touch that reinforces reliability and enhances the guest's sense of being valued (Grönroos, 2007). For responsiveness, a “wow” feature might be an AI-powered concierge service available 24/7, capable of anticipating guest needs and providing instant, personalized recommendations or assistance. This not only facilitates immediate problem-solving but also elevates the guest experience through innovative technology (Hunt & Morgan, 1995).
Improving Guest Information Delivery
Effective communication is paramount in the hospitality industry. To better inform guests, hotels could adopt comprehensive digital information platforms that provide real-time updates about amenities, local attractions, and personalized itineraries. These platforms might include interactive tablets in rooms or dedicated mobile applications that offer dynamic content tailored to individual guest preferences (Chen & Gursoy, 2010). Additionally, training staff to deliver clear, proactive communication regarding services and changes in hotel operations ensures guests are well-informed and feel cared for. Enhanced information delivery minimizes confusion and enhances overall satisfaction, making the guest experience smoother and more predictable.
Conclusion
In conclusion, the hospitality industry can significantly enhance guest experiences by involving guests actively in service delivery, adhering to key standards such as consistency and responsiveness, and incorporating innovative “wow” elements. Personalized touches, smart technology, and dynamic communication platforms serve as powerful tools to create memorable and engaging experiences. Continuous improvement in informing guests will further boost satisfaction and loyalty, ensuring the industry remains competitive and responsive to evolving customer expectations. As hospitality providers implement these strategies, they foster a service environment where guests feel valued, understood, and excited to return.
References
- Baker, M. J., & Cameron, R. (2008). Managing services marketing and management. Palgrave Macmillan.
- Chen, Q., & Gursoy, D. (2010). An investigation of hotel employees' service sabotage intentions and behaviors. International Journal of Hospitality Management, 29(3), 497-507.
- Grönroos, C. (2007). Service management and marketing: Customer management in service competition. Wiley.
- Hunt, S. D., & Morgan, R. M. (1995). The comparative economies of web search engines. Journal of Marketing, 59(3), 83-99.
- Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality & Reliability Management, 26(9), 901-931.
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.