Hospitality and tourism is a very trending topic in the present age. It is considered to be broad category within the field of service industry. It includes lodging, event planning and transport. Hospitality and tourism management helps to earn handsome remunerations. It can also be said that hospitality is a relation between the guest and the host. Hospitality provides dwelling place not only to the people who are away from their home bust also to the local people. A hospitality professional always take care of the customers and ensure that the guests feel at home with their services. All the needs of his customer must be fulfilled at minimum cost to meet his budget and expectations. Hospitality and tourism also affects the economy of both the source and the host country.
Definition of customer experience means to provide positive experience
According to (Yan et-al., 2017,) the main objective of a hotel is to satisfy the needs of the guests within his budget. Experience is a flow in which a customer gets fully involved losing their sense of time. It can also be described as the affective and cognitive response of the customer to the perception of the environment. According to Cheung, Kong & Song (2014), experience of a customer also depends on the service provided by the hotel. Experience also depends on the participation of a customer in the hotel environment. For instance when a guest enters inside a hotel premises and finds the design, environment and service to be impressive then it can be said that the customer is having a positive experience in the hotel. Positive experience also depends on the the timeliness of the service provided by the hotel to their customers, opined Roblek, Milenkovska & Milojica (2016). Budget of the customers also determine their experience. Behaviour of the hotel employees also helps to determine positive experience.
Service process and assessment of guest experience
A hotel has different departments who are equally responsible to provide better service to their customers. The employees of various department must be trained efficiently so, that they can satisfy their customers need. As observed by Martínez, Pérez & Del Bosque (2014). if a customer is satisfied by the services provided by the hotel employees they will have a positive experience in the hotel. As stated by Bogetić, Antić & Lekić (2015), the housekeeping section, food and beverages section, security and the accounts section coordinate together to provide better service the customers. Security of the hotel also plays a crucial role in maintain the customer's’ experience. Capone (2015), states that, customers explain their satisfaction about the hotel by giving their feedback and sometimes they give tips to the employees of the hotel to express their positive experience.
Advantages of excellence
Advantages of providing a better service to the customer are as follows:
Better business: If a hotel provides better service to the customers their business will increase because of the customers’ satisfaction.
Better relation : If the hotel provides excellent service to its customers their customers will be impressed as a result a long term relation will grow between the hotel authority and the customers (Marco-Lajara, Claver-Cortés & Úbeda-García, 2014)
Increases profit: Better service will increase the footfall of the customers in a hotel thus, the hotel will earn profit which in turn will expand the business of the hotel (Anand, 2014).
Branding: If a hotel earns customers’ confidence because of their services it will survive in long run.
Role of service
Better service also affects the human resource environment of the hotel. For instance if a hotel -provides better service the foot fall of the customer will increase as a result the hotels will earn more profit which will help the Human resource management in the following ways :
High hr cost: If the profit increases the hr will be able to provide efficient training to the employees without compromising the HR cost.
High salary: Better service will help the HR to increase the employee's salary because the company will earn profit (Sainaghi, Phillips & Zavarrone, 2017)
Working condition: better service will help the HR to improve the working condition of the employees.
Better service helps in the growth of the hotel in following ways:
High profit: Better service will help the hotel to earn more profit which will affect the overall growth of the hotel.
More customers: Better service will increase the footfall of the customers as a result the growth of the hotel will get affected (Tarín et al. 2014)
Customer relation: Better service will help the hotel to built cordial relation with its customers as a result the brand loyalty of the hotel will also increase.
Guest experience affects the hospitality business in a great deal. Positive experience of a customer helps to increase the profit of the hotel and vice versa. All the departments of a hotel must work together to provide better experience to the customers. And a better customer experience increases the brand loyalty of the hotel.
project management assignment help, business management assignment help, business management assignment, management assignment help services, strategic management assignment help, management accounting assignment, management homework help, marketing management assignment help, human resource assignment help, human resource management assignment help, managerial accounting assignment help, management accounting assignment help, financial management assignment help, it management assignment help, project management homework help, hospitality management assignment help, hr management assignment help, operations management homework help, brand management assignment help, database management homework help