Providing Quality Service. Methods, Strategies, and Tools Used By the Hotel
I want to talk about restaurant
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
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 quality 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.
The specific course learning outcomes associated with this assignment are:
Explain the typical service expectations of customers and the behaviors associated with providing these services.
Apply service quality standards used in other industries to the hospitality industry.
Synthesize customer perceptions into service performance standards.
Assess and implement quality standards as a “turnaround strategy.”
Use technology and information resources to research issues in quality service assurance.
Write clearly and concisely about quality service assurance using proper writing mechanics
Providing Quality Service
Student’s Name
Institutional Affiliation
Providing Quality Service
Kempinski which is Europe’s most luxurious and oldest hotel group. Its head office is located in Geneva, and it was started in 1897 during the time which comfortable hotels were emerging in Germany. The hotel has a vast heritage of exemplary personal service as well as impeccable hospitality which is usually complemented by the individuality and exclusivity of the hotel properties (etravelweek, 2018). The hotel is in 30 countries and runs 75chosen five-star hotels. As part of its portfolio, the company forms some of the most iconic and historical landmarks, has numerous award-winning modern lifestyle restaurants, prestigious residences and magnificent restarts. The hotel strives to offer quality services to its guests as they embrace the cultural beliefs and traditions of the location. This paper will delve into some of the strategies, methods, and tools the hotel uses to ensure that they enhance quality service to all their guests.
Methods, Strategies, and Tools Used By the Hotel
One of the strategies used by Kempinski is people management. The company is evolving into a new company, and they are continually becoming synonymous and offering luxury in the hospitality industry by bringing together many trophy hotels and merging them with unique and distinctive services offered under the umbrella of Kempinski brand. During the change management process, they identified the strategy of people management to be a top priority in the years to come (etravelweek, 2018). Therefore, for them to achieve and sustain a leading market position, they ought to define that by the success of the team leaders they have.
Secondly, the company’s culture is driven by cultural diversity and integrity. At this hospitality company, communication channels are open, and everyone is treated with respect. As earlier mentioned, the company embraces the cultural traditions of its location, and as a result, the guests can relate and identify with the lifestyle offered by the hotel thus, making their experience at the hotel better by day.
Guest’s Involvement with the Hotel
Kempinski delights are giving all their guest perfection. They have an emphasis on guest experience and customer service. The company has a loyalty program where they provide some enhanced advantages for all their loyal guests by recognizing them with rewards in the hotel and also past the 35 Global Hotel Alliance labels. The kind of experiences offered here money cannot buy both to first timers and loyal guests (etravelweek, 2018). One of the features found in their loyalty program is, the guests can explore the various cultures of each destination. Besides, the rates given come with no extra fees. Some of the simple details that their guests receive include A note on weather conditions left on the pillow at night; this helps the guest to plan on how to dress the next morning. Also, shoe shine services, newspaper delivery, gym instructor on site and a choice of local amenity among many others.
Two Service Standards Used By the Hotel
Exclusivity and individuality. To achieve this, the hotel’s management is intentional about letting the collection remain limited. This will help in nurturing exclusivity and at the same time making individuality to flourish. The company does not want to offer a meal and a hotel bed but to bring a story to the guest. All their buildings are historical a...