Hospitality and Guest Service Management

Hilton Hotel and Resorts is a global brand that is full of services and operates its business under the flagship of American Multinational Hospitality Company Hilton. It was established by Conrad Hilton. The above report includes guest service and its components and its application on the Hilton Hotel & Resorts. The report carried forward with the identification of its service provision and quality management. Evaluation of adoption of hotels for changing consumer preference. The report ends with outlining changing customer preferences which affects the guest service management of the hotel.

Guest Services And Its Components-

Guest service at the hotel includes amenities and services and help that is provided to the guests by them. The guest service includes free morning juices and newspaper delivery in their rooms. Providing the local show tickets to guests at the guest service desk in the lobby area. Guest service concludes with room service, concierge, and laundry. The top five components of guest service in hotels are as follows-

• Overall Consumer experience- Guests have the main purpose of contacting the consumer service center to resolve issues that are faced by them. It can be from room service to other hotel services It very essential for hotels to let their consumer receive experience which renders trust and feelings that the hotel really cares about them overall.
• Top-tier Knowledge- When any consumer calls a customer they want to interact with the person who has full knowledge about the hotel and its services (Ariffin and et.al., 2018). So further they want their needs to be understood by the hotel department and must be fulfilled by them.
• Friendliness- It is a very essential component of guest service. The guest service department of the hotel must maintain a calm and friendly attitude to their consumer no matter in what tone the consumer is speaking. It can be accomplished by positive language. Customer service can use some attractive phrases that are happy to help or great to help you.
• Promptness- Nowadays each and every individual needs fast and speedy guest services. The guest at the hotel needs services on time so that they can experience amazing guest service. Along with the timely service, quality services also must be given to the guest so that this can have a positive image among the customer.
• Overall Customer Experience- Hotel Hilton renders contemporary and authentic experiences to their guest globally. The guest rooms of the hotel are featured as smart, functional designs along with thoughtful amenities. They also had a Request Upon Arrival scheme for their guest in which they ensured the room would be unique for the guest's specifications from the moment they checked in the hotel (Chen and Chen, 2017). They provide healthy and delicious breakfast to the guest rooms, and along with that they also have accessible options that satisfy guest carvings.
• Top-tier Knowledge- The Guest service at the hotel is well-trained and full of knowledge. They also had a technology solution so that any information required by the guest could be quickly answered that. They ensure to give overall information to their guest in detail so that they don't have any issues with the guest service at their hotel. They also provide time-to-time training to their guest service department so that they can satisfy their guest and is also helpful for guests to have trust in the hotel.
• Friendliness- The guest service team members of Hotel Hilton are always ready to render friendly and personalized services to their guests. They are happy to provide a wide range of services to their guest that meet their needs and requirements. They also have an on-site fitness center and spas so that the routine of guests can be maintained and could be relaxed with the spa. From booking to the checkout they are always there to make their guest's stay enjoyable and amazing as possible.
• Promptness- Hotel Hilton guest service always provides quick service to their guests. They always quickly respond to the guest's issues and requirements so that they can render the amazing experience of their service to them. Quality service to their guest is the main aim of the hotel along with quick service. They had very attentive and quick staff and each department had several employees for guest service so that they could speedily respond to the guests (Sipe and Testa, 2018).

Relating To Hotel Hilton-

Identifying Its Service Provision And Quality Management-

Hilton Hotel and Resort is one of the best quality service providers across the world. They have been offering services in the hospitality industry for the last 95 years. The hotel had earned various wards and certificates for its environmental and quality management. In 2011, they received a certificate of the ISO 9001:2008. ISO 9001 for following an invaluable quality management system in their hotel. It has been given to them as they had implemented a quality management system in all areas of their hotel that includes people, facilities, training, equipment, and services. They render effective services to their guest and consumers. The service provision of business are as follows-

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• Effective Customer Services- The consumer service of Hilton Hotel is very efficient and adequate for meeting market demand. It is helpful for them to create an effective impact on level of the customer satisfaction that makes hotels and effective place to revisit for their guest.
• Competitive Brandscape- The Hilton Hotel has created a huge brand image across the world. So all range of customers are attracted towards the hotel. The guest services and products rendered by hotels are ascertained by their quality and effectiveness so that they can meet the needs and demands of the guests easily (Susskind, Kacmar, and Borchgrevink, 2018). The size, tradition, and segment diversification have made the hotel so dominant in the hospitality industry.
• Competitive workforce- The employees of Hilton Hotel have developed it as an effective place to work in a competitive world. By this, they can create a huge impact on their guest. They had a friendly and positive work culture in their hotel and had also defined a formal and competitive code of conduct for meeting the needs of guests.
• Quality food and services- Quality food and service has complied with every need and demand of the consumer in this industry. Hilton Hotel provides high-level service to their guest that is quality ascertained which makes the hotel competitive with other hotels.

Along with all this continuous assessment and inspection of the hotel's overall operation for adopting required management techniques and tools. By this, they can have continuous improvement in their operational activities. External auditors are appointed by the Hilton Hotel for the overall inspection of the hotel and services are rendered by them to their guests. And further quality procedures and manual are framed by them. After the inspection by an external auditor, they again make inspection by auditors of ISO 9001 who had UKAS accreditation. This entire procedure makes the company recognized as an ISO 9001-certified hospitality company. Hilton Hotel uses the Total Quality Management tool for quality management at their hotel. The TQM approach is adopted for establishing competitive advantages in the hospitality industry by continuous improvements in the quality of services, products, processes, people, and environment. TQM could be effectively achieved by the Hotel with the help of ISO 9000 accreditation (Solnet and et.al., 2019). Further, with the help of this Hotels can easily comply with several issues which are related to safety and food hygiene, accessibility, security, emergency preparedness, crisis management, etc., Quality planning is done by hotels so that they can develop standard service for them and manage resource so that the needs of guest can be fulfilled. By this, they can create positive and effective effects for delivering value and managing services for customers. So that they can meet the gap between customer expectations and service planning. Customer Satisfaction survey is also done by them so that they can fill the gap between customer and services which are rendered by Hilton Hotel. So the quality management among the Hotel can be enhanced and thus they can gain huge consumer satisfaction.

Evaluation Of How The Hotel Adopts To Changing Consumer Preference-

The Hotel adapts to changes in consumer preference in many ways. They evaluate and access current trends of guests in the hospitality industry and update their services according to that so that they can satisfy consumers with their particular needs and demands. Nowadays customers are more technologized and need all services in their hands quickly with one step (Ehlert, 2016). Hilton Hotels had their research team for the changing consumer trends and preferences so that they could update and induce changes in their hotel service and operation activities. This will be helpful for them in rendering quality services to their guest and satisfying the current consumer trend. They had their main emphasis on providing services as per the consumer specification if it is mentioned by them so that the guest can have services and room when they check in at the hotel till they check out. They had continuous improvement in their guest services and operation and enhanced technological inundation in their hotel and its rooms so that guests can have an amazing experience with hotel to revisit again and enjoy the pleasure at the hotel. They track their guest's likes and dislikes, and their past requests while they last stayed at the hotel (Knezevic and et.al., 2017). The latest trends in the hospitality industry are assumed by Hilton Hotels and implement changes according to that in their hotel so that they can meet the needs and demands of their customer and render them quality and specialized service. So that they can attract a wide range of consumers to the hotel.

Outlining How Changing Customer Preference Impacts Guest Service Management-

The changing consumer preferences affect guest service management in many ways. As consumer preferences can change from time to time and thus hotels have to update their guest service according to that. If the hotel does not update and improve its hotel services and its management then it can't satisfy its consumers and thus it can lose a number of visitors to the hotel. The guest service management had also to implement changes in their services according to the consumer preference when it is needed as per the requirement of guests when they enjoy services rendered by the guest service department. The Hilton always aims to render specialized service to their guest they implement changes in their services if it is required and asked by their guest. They keep on emphasizing the needs and demands of their guest in hotels allowing them to have an amazing experience with their guest (Stringam and Gerdes, 2017). The guest service management of the Hilton Hotel is well coordinated and they aim to manage the services as required with quality service. They never compromise in quality of their service to their guest. There is inundation in the guest service management as customer preference changes from time to time and hotels must be updated with the services that they provide to their guest in the hotel.

CONCLUSION

From the above study, it has been concluded that hospitality and guest service management plays a major role in the growth and development of the Hotel. If the hotel pays attention to its guest service management it can render high-quality services to its guests and provide them with amazing experiences with the hotel. Satisfied consumers are always motivated to revisit the hotel and convenient others also to visit the hotel once. The hotel must render services that satisfy its customers. Every hotel in the hospitality industry has different guest service management which represents the brand reputation among the consumers and the number of guests who visit the hotel. To attract a wide range of customers to the hotel it needed high-quality service management.

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