A Comparison of Hotel Service Software

There are over 28 different service areas within the hotel chain ranging from things like Food and Beverage and Housekeeping to Brand Management and Healthcare Services. One of the most amazing things about the Ritz Carlton’s organizational structure is how involved each and every employee is with the guest’s experience. In every functional area of the hotel there is a lineup each morning. In this lineup the department meets and the associates who are going off duty explains the guest situations and requests to the employees who are coming onto a shift. The front line employees are required to fill out guest preference cards for guests who make comments about things that they like or dislike while staying at a hotel. These notes are then given to the Guest Recognition Coordinator who would then enter them into the Encore software system.

The understanding, learning, feeling and then drawing a conclusion is the main key to achieve the best results in your business. As everybody in the team first has to eat, see, hear and experience what a hotel has to offer and has in order to understand where you are actually working, what is the product you are offering and what can you do about it. Only then, after knowing its disadvantages and advantages, you can start offering the service to your

There are a number of support functions used by large hospitality businesses with the aim to support and improve the overall efficiency of a business. The four support functions I will be looking at are finance, customer services, marketing and human resources.

Goal: Provide technological features to achieve a more convenient and friendly service, suited to the customers and their needs.

Homestyle Hotels Inc is a result of merger of Lifestyle Resorts and Home Away Hotels. Each individual hotel operates in silos with no standardized process to capture client information. Initially, Ben Garrett (the IT director)’s mandate was to ‘consolidate the firm’s IT’, however with the said objective having been achieved, the higher management now wanted a more cohesive picture to enable better analysis and present a consistent picture to the outside world. The roadblocks to the integration are one too many- two different hotels, two different ways of working, vast geographical expanse. The question now was, of the two vendors who had come to present their software applications, which application would most suit the

The Hotel Monaco recognizes that 65 percent of their clients are business travelers and therefore accommodate this clientele’s stay with the appropriate amenities. They do this by providing three meeting rooms, each guest room has a two-line phone and a fax machine, they provide business services at the front desk, and have full audio/visual department. Where they go above and beyond is being the Hotel Monaco is of a boutique design with 192 rooms priced in a four-star range they provide the same quality and services of a luxury hotel but in an atmosphere of staying at a friend’s home. These adaptations in their operational organization to better suit the needs of customers within varying regions of operations have effectively proven to be profitable.

So with the help of these addition services the customer is comfortable and secured and feels a connect with the organization resulting in customer satisfaction.

One hotel offering that could use a process map to help streamline the process is to make it more efficient. The first step is when the guest calls the front desk for the room service. The first question is whether the order is for right away or for a future order. If the order is for a certain time, the front desk places the order with the specific timeframe and charges it to the room. If the order is for right away, the front desk places the order and charges it to the room. The next step for both instances is that the kitchen will prepare the food and then inform the front desk the food is ready. Next room service will deliver the food and then the process is ended.

Listed in the table below are three companies that offer reservations system software and services. Each company was compared to market they tailed their software and services, whether they offered a trial version, pricing structure, number of users available to access the system, the platform their solution can support, available features and training offered by each company.

Also by these systems the company reduced its business cost and maintains the information and the data very updated form.

3.1 What are the role of technology and the role of operations staff in delivering an appropriate level of service for each hotel?

Hilton Hotels is one of the biggest players in the hospitality industry with over 2900 (as of September 2007) hotels worldwide consisting of numerous brands and products. The hospitality industry is service centered and highly competitive. The challenge for Hilton is to create and deliver value better than its competitors. Hilton understand that it is important to improve customer experience and build strong relationships with the customers. Hilton Hotels adopted a Customer Really Matter (CRM) strategy out of necessity to cater for

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

(a) make sure that the way he manages the hotel is appropriate to the way it competes for business;

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.