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Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page1 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the
document.
HGE401 Hotels and the Guest Experience
Upon completion of this subject, students should be able to demonstrate, in the appropriate
context, the ability to:
a) Understand the concept and development of professionalism within the
oader
tourism, hospitality and events industry;
) Critically evaluate how changing consumer behavioural trends are impacting customer
service;
c) Explore the co
elation between culture, customer experience and business
experience;
d) Analyse the impact of poor customer experiences;
e) Assess a range of strategies that hotels can take to improve their customers’
experience;
f) Assess which type of engagement meets the needs of the digital, social and mobile
customer.
Student Assessment
Students must attempt all assessments to qualify to pass the subject
Assessment Type When Assessed Weighting Learning Outcomes
Individual Report on the literature
(3,000 words)
Week 6 50% a, c, d, e
Group Project (Groups of 3) to
enhance guest experience (6,000
words)
Week 10 50% a, b, c, d, e, f
Assessment 1 – Report on Service Experience (Individual)

Your task for this assessment is to write an evaluative report of information found in the
literature relating to “employee involvement in service and the guest experience in a hotel
context”. Specifically, you will synthesise research from the scientific literature and industry
publications and draw conclusions based on your research. In writing this assessment, you
are required to follow the Assessment Structure Style Guide of a Business Report.

Your textbook Hudson & Hudson XXXXXXXXXXis the best place to start and for this assessment you
first should review chapters 1- 4. Together with the readings prescribed for topics 1-4.

It is our expectation that this scholarly piece of writing will at a minimum, include:
 A definition of service and guest experience;
 A historical overview of guest experience and how it has evolved;
 The importance of employees and empowerment in service;
 What might be the consequences for a hotel when they do not focus on service and
employees who deliver this service?
 Concluding with your thoughts (based on research findings) on the importance of
delivering positive guest experiences in a hotel context.
Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page2 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the
document.
Assessment 2 – Report Technology to enhance Guest Experience (Group)

We live in a world, where technology has become an integral part of daily life. In the hotel
usiness, this is a crucial way hotels can differentiate themselves. Hotel businesses have to
stay a
east of the latest trends that meets the needs of the digital, social and mobile
customer; to allow themselves to personalise the experience for guests, and improve service
through the guest’s journey.

Your task in this assessment is to investigate what international hotel companies are doing to
stay ahead of the pack as it relates to technology, with focus on the guest experience. Discuss
the various stages of the guest journey from pre a
ival to departure, and the various
technological touch points and how this impacts the guest service experience; then make
ecommendations on how hotels can deliver distinctive customer experience utilizing the latest
technologies. In writing this assessment, you are required to follow the Assessment Structure
Style Guide of a Business Report.

The group project gives you an opportunity to work with a group of your peers and investigate a topic that is of
significant importance to the hotel sector. The purpose of this assignment is threefold. First, as a group project it
is designed to be a practicum for learning leadership skills including group decision making, conflict resolution,
interpersonal communication, and critical analysis. Second, writing is an important skill in any profession and this
is an opportunity for you to hone your writing skills. Finally, this assignment also provides you an opportunity to
investigate what hotels are doing right now.
Assessment submission Guidelines:
1. Typed and formatted following the Assessment Structure Style Guide and uploaded
to Turn-it-in on time of the due date.
2. To be submitted in electronic form as a word-processed file to http:
www.turnitin.com
3. Students must refer, in text, to academic and professional articles, plus others as
equired, in order to show competency in the assessment. A reasonable number for a
Master’s program would be XXXXXXXXXXwith at least 6 being academic journals).
4. All referencing must be in accordance with APA 6th Edition Referencing and
Academic Writing Guide on SharePoint.
5. A TUA assessment cover sheet to be attached with your paper.
6. See marking ru
ic on page three (3-6) of this document and remember you do not
need to attach this ru
ic to your submissions.
NOTE: For the group assessment, only one copy of the report is to be submitted to Turn-it-in
with all group members name of the cover sheet

AND

A BMIHMS Peer Evaluation form must be completed and submitted to the lecturer in your
workshop in Week 10.
http:
www.turnitin.com

Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page3 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the document.
Assessment Criteria for Individual Report
Criteria: The
outcome shows:
Fail = Unsatisfactory
performance-
Pass = Just Satisfactory
performance
Credit= Good quality
showing more than
satisfactory
performance
Distinction= Superior
quality demonstrating
independent thinking
High Distinction=
Outstanding quality
showing creativity and
originality
Use of
literature/evidence of
eading
20%
Either no evidence of
literature being
consulted or not
appropriate to the
assignment set.
Literature is presented
uncritically, in a purely
descriptive way and
indicates limitations of
understanding.
Clear evidence and
application of readings
elevant to the subject;
uses indicative texts
identified.
Able to critically appraise
the literature and theory
gained from a variety of
sources, developing own
ideas in the process.
Has developed and justified
using own ideas based on a
wide range of sources which
have been thoroughly
analysed, applied and
discussed.
Knowledge of theory
20%
Inaccurate or
inappropriate choice of
theory.
Selection of theory is
appropriate but some
aspects have been
missed or misconstrued.
Most key theories are
included in the work in an
appropriate
straightforward manner.
Insightful and appropriate
selection of theory in key
areas.
Assignment demonstrates
integration and innovation in
the selection and handling of
theory.
Analysis
20%
Fails to analyse
information.
Can analyse a limited
ange of information with
guidance using
classification / principles.
Can analyse with
guidance using given
classification / principles.
Can analyse a range of
information with minimum
guidance, can apply major
theories and compare
alternative
methods/techniques for
obtaining data.
Can analyse new and/or
abstract data and situations
without guidance using a
wide range of techniques
appropriate to the topic.
Conclusions
20%
Unsubstantiated/invalid
conclusions based on
anecdote and
generalisation only, or
no conclusions at all.
Limited evidence of
findings and conclusions
supported by
theory/literature.
Evidence of findings and
conclusions grounded in
theory/literature.
Good development shown
in summary of arguments
ased in theory/literature.
Analytical and clear
conclusions well grounded in
theory and literature showing
development of new
concepts.
Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page4 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the document.
Criteria: The
outcome shows:
Fail = Unsatisfactory
performance-
Pass = Just Satisfactory
performance
Credit= Good quality
showing more than
satisfactory
performance
Distinction= Superior
quality demonstrating
independent thinking
High Distinction=
Outstanding quality
showing creativity and
originality
Presentation and
Referencing
20%
• Unsatisfactory level of
presentation quality.
• Incompetent level of
understanding of
elevant software.
• No evidence of any
significant idea for
presentation.
• Inco
ect citing.
• No and/or very poor
eference list.
• Presentation quality to a
minimal level.
• Very little evidence of an
idea for the presentation.
• Somewhat reasonable
understanding of the
elevant software.
• Inco
ect citing.
• Poor reference list.
• Presentation quality to a
competent level.
• Reasonable evidence of
an idea for presentation.
Answered Same Day Aug 05, 2020 HGE401

Solution

Sundeep answered on Aug 08 2020
140 Votes
19
Student Name:
Course ID:
Assessor Name:
Submission Date:
Abstract:
Now a days the hotel industry has developed speedily and rapidly worldwide. The hotel industry is a well known and well developed financial sector function in the service industry. The growth of hotel industry took place in the later part of the twentieth century. All over the world, big giants started investing in the hotel industry as a source of generating revenue. Even though the developments speedily took place, there are still various issues that are to be resolved in the hotel industry. One of the key issues that are still a part of the hotel industry is the human resource capitalization strategies for the quality and quantity development of the staff. This report helps in understanding the importance of service level quality in the staff and the level of satisfaction of the clients with respect to the hotel staff. We need to understand if the hotels are aware of the quality initiative and developments of their staff to improve the guest experiences. The employee involvement plays a major role in the development of the customer experiences and the functioning of the industry.
The role of employees in the services delivery is captured in the people context of the services marketing mix which is the human factor in the services delivery and the influence the employees play in the hotel industry. The employees are the core functionality in the services delivery function because of the following levels.
· The employees are the services
· The employees are the quality of the service that is offered to the customers
· The employees are the eyes of the organization
· In multiple cases, the employees are the face of the organization level and quality and the employees are the front facing part of the organization
· An investment in the betterment of the quality of employee helps in making the quality of the services bette
· Since the employees of the hotel are the ones who face the customer, they are the indirect marketers of the hotel
Table of Contents
1. Introduction ----------------------------------------------------------------------------------------- 5
2. Strategies for developing quality service by the employees of the hotel Industry --------- 8
3. Evolving Guest Experience ----------------------------------------------------------------------- 10
4. What if the hotel doesn’t focus on the service and the employee? --------------------------- 12
5. Consequences of not having a dedicated employee base at hotel ---------------------------- 14
6. Recommendations ---------------------------------------------------------------------------------- 18
7. Conclusion ------------------------------------------------------------------------------------------- 19
Table of Pictures
1. Service Marketing --------------------------------------------------------------------- 5
2. Service Profit Chain ------------------------------------------------------------------- 6
8.
Introduction
Source: https:
marketingsozial.wordpress.com/2016/01/18/services-marketing
For any business, employee satisfaction plays a very important role for the success. A high rate of employee satisfaction plays a major role for lower turn over rate. This helps in saving costs and help the organization to have a better job security for the employees. Hence it is recommended that businesses keep their employees happy and satisfied. There are multiple reasons because of which employee satisfaction levels go down in a hotel industry
Customer Service experience: Customer service experience is the term used to define how the customers feel about the service offered and tells us about how the customers understand and relate to the service. It depends on the level of interaction that the business has with the customers. The pleasant the interaction, the better is the satisfaction of the clients. These interactions can be in multiple formats be it website, phone, social media, help service, personal contact or even reception.
Guest Experience: Guest experience is a blend of the reputation of the hotel and the way the guests are treated at the hotel. The guest experience
ings in a combination of the behaviour of the staff of the hotel with the customer and the image the customer has in the mind. If the expectations are above the actual experience, the customer would be dissatisfied and if the physical communication of the guest is better than the expectation, the hotel would have earned a client for a long time. The guest experience is evoked by multiple things which include, organizations performance, guests expectations, prices, interactions etc.( Molina-Azorín, J. F., Tarí, J. J., Pereira-Moliner, J., López-Gamero, M. D., & Pertusa-Ortega, E. M. (2015).)
Source: https:
h
.org/2008/07/putting-the-service-profit-chain-to-work
The 5 elements of service quality can be connected to the service provided by the employees and the interaction that an employee has with the custome
1. Delivering the service as desired to the level of the promised reliability is often with respect to the performance of the frontline employees and related to the dedication level
2. The employees can also influence the perceptions that the client has towards the hotel by their personal interactions and also by the willingness to help by the promptness in the customer service(Ali, F., & Amin, M. (2014).)
3. The assurance that the service is of high quality is greatly dependent on the employee’s ability to gain the trust of the customer and gather confidence.
4. Relating to the situation of the employee and having an empathy to understand the needs of the customer by listening, adapting and being flexible in the delivery needs of the customers
5. Quality of a hotel and the reputation is also built by the way the employees are dressed. The dressing of the employees plays a very important role and is a tangible dimension of experience with many factors that are independent of the level of service that is needed (Dhar, R. L. (2015).)
Strategies for developing quality service by the employees of the hotel Industry
Strategy is a concept which is developed to hire employees which deliver quality services to the customers so that the customers are satisfied with the Hotel and become a repeating client to the Hotel. Repeat business is the major factor for the profits that a business develops since the cost of acquiring a new customer is 8-9 times more than the cost of a repeat customer. A complex combination of strategies is required to make sure that the employee base that we create is capable and willing to take the steps required to make the customer satisfied and happy. The employees have to stay motivated and deliver quality services. (Ali, F., &...
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