A Review On A Hotel Services Based On Criteria Of Meeting Guest Expectations And Experience Essay

Nations Hotel Corporation is one of the reputed USA based hotel company, with an international presence in 15 countries worldwide. Hospitality industries are quiet competitive in nature and today’s success rule of hospitality includes knowledge, customer satisfaction and operational efficiency which provides pleasure of stay and departure to their guests. Any addition or subtraction in these components can increase or decrease the rating of any organization. Nations Hotel with 98% brand awareness and 72% as customer satisfaction ratio were still far from the race of preferred choice amongst the customers. Hence there, arose a need to

Not only are reviews being used to damage a reputation but also used as black mail. An investigation by the Times had implied that 80% of hoteliers and bed and breakfast owners had complained to TripAdvisor that guests had been using the online review system in an intimidating and black mail way. Guests would demand upgrades or discounts if the business in question did not comply then a bad review would be posted on TripAdvisor. Bha.org.uk,(2011)

Initial market testing indicates a gap in the travel and leisure review market. Though many online review sites exist, very few can be considered a source of honest and unbiased reviews. Of those that claim independent assessments, virtually none are facing a demographic of customers that frequent high end and exclusive restaurants,

The Hotel is situated in the bustling East Cork market town of Midleton, located just 14 miles (15 mins drive)

1).The relationship between Hospitality and Tourism: Tourism and hospitality go hand in hand, the hospitality industry offer services like accommodation, transportation, food and beverage, recreation and leisure. Tourism is the activity by the tourists where they engage in travelling to destinations where they want to experience recreational and leisure activities and most of the time avails of accommodation, food and beverage. The hospitality industry is the supplier of the services for tourism. The meaning of hospitality is providing a safe and enjoyable environment for patrons. It also means responsibly serving liquor, to ensure that patrons do not become unduly intoxicated and subsequently a problem for management, staff and the

I was excited and extremely amazed by the sight in front of me. when I looked outside the window I was greeted with the amazing and picturesque view of the Atlantis Palm hotel, one of the best hotels in Dubai of which we had the tremendous pleasure of staying for a couple of days, before heading back home.

Unfortunately, more often than not, lodging facilities face the precarious situation of trying to appease rebellious customers who are unwilling to accept hotel restrictions (even due to a state wide water shortage) and demand compensation. The term “the customer is always right” is not something that I fully agree with, however, perception is reality, especially in the business world. Back to walking a fine line, if a guest walks away dissatisfied, there may be many long-term consequences. Social media has become a mainstay within today’s society with the public becoming knowledgeable instantaneously. A patron’s poor hospitality experience can and often gets voiced on such websites as Tripadvisor.com, which potentially impacts millions of potential clients.

This report is to discuss about advantage and disadvantage of national rating schemes and social media rating systems by the view of both a hotel and a consumer. Some of information used for this discussion are from the resources which the lecturer Ms. Sophie Kinloch gave the students, and the other

Traveling to college towns during holidays are evidently a disinterest, withdrawn from wanting to visit. Families are uninterested in driving potential hours to see their college students then vice versa. College towns remain rapport towards situations, understanding peoples choices made for their holiday plans. Hotel industries report their daily occupancy to utilize for potential progress for following holidays. Much time goes into formulating new ideas, which can consist of a great deal of time. Many facets, multiple angles are considered to bring more people through those entry doors. Online travel sites, such as Trip Advisor provide connotations, or suggestions of positive or negative feedback about hotel quality. General Managers are responsible for making connections with these previous guests whom gave feedback to keep in touch and show appreciation for their commentary.

In light of the media’s low cost, broader scope, and increased anonymity, it seems likely, as time progresses, that consumers in increasingly larger numbers will either seek or simply be exposed to the advice of online opinion leaders. More importantly, and different from the ephemeral nature of traditional WOM, on line customer review exists in online ‘space’ which can be accessed, linked, and searched. Given that travelers are relying more and more on search engines to locate travel information, (Hennig-Thurau et. 2004)

The growth of technology has overhauled the tourism and hospitality industry. Over the past 5 years, the hospitality industry has drastically taken a technology-driven transformation (Bickerton 2015). The transformation has seen changes in the way consumers obtain information and mainly how they book for services. As a result, there has been a growth and importance of Word of Mouth and electronic word of mouth. For an industry that relies on image and positive perception, WoM and Ewom are something that must be considered and taken very seriously. Club Med is in the business of selling intangible services to consumers, however, tangible services such as the appearance of their hotel have an impact on whether a customer would choose to book with them or not. These variables are all focus around Word of Mouth and Electronic word of mouth (Racherla 2008).

Any industry’s image is built based on the better views it obtains and also earns better revenues. This is true in case of the hotel industry as well. Hotels with large volume of booking and pricing strategy that attracts customer can obtain a good review in the market.’ The impact of Social Media on Lodging Performance 2012’ a study by Cornell’s Center for Hospitality Research revealed that the guest satisfaction obtained from online review score directly impact the hotel’s financial performance. The study also concluded that for increase in every one point in a hotel’s 100 point ReviewPro Global Review Indexcauses a 0.89 percent increase in its price, a 0.54 percent increase in the rate of occupancy and an increase of 1.42 percent are seen in RevPar value.

Any industry’s image is built based on the better views it obtains and also earns better revenues. This is true in case of the hotel industry as well. Hotels with large volume of booking and pricing strategy that attracts customer can obtain a good review in the market.’ The impact of Social Media on Lodging Performance 2012’ a study by Cornell’s Center for Hospitality Research revealed that the guest satisfaction obtained from online review score directly impact the hotel’s financial performance. The study also concluded that for increase in every one point in a hotel’s 100 point ReviewPro Global Review Index causes a 0.89 percent increase in its price, a 0.54 percent increase in the rate of occupancy and an increase of 1.42 percent are seen in RevPar value.

"A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work; He is the purpose of it. He is not an outsider to our business; He is part of it. We are not doing him a favour by serving him; He is doing us a favour by giving us the opportunity to do so."

Today, the Internet is rapidly becoming powerful the decision making tool for the accommodation promotion & purchase process. The sales of world accommodation are estimated at US$789bn (Ward, 2013). The main purpose of this study is to thorough review online accommodation processes literature and hereafter map demarcate attitude patterns during the process. The goal of this research is to put forward a statistically based framework based on clickstream/log file analysis of both the internal and external impacts of the process. The internal process impacts (the individual themselves, search engines, third parties/social media sites and hotel websites) and the external process impacts (online access devices and user visual interaction) are inspected before being formulated into proposed online accommodation process framework.