Brief Summary On Bringing Back High Touch Hospitality

Organisations are now faced with new and improved ways to provide basic services to customers and a major challenge for managers is to locate the most appropriate technology innovations for their business.

Included the call origination and termination services in lieu of traditional phone company services, including low-cost long distance, E911, and all of the advanced features available through any traditional telephone carrier, 3. Utilized an open-source call processing platform that operated on commodity hardware in place of proprietary telephone systems, which was 10 percent to 20 percent of the cost of a competing technology, and 4. Were sold, engineered, installed, and supported by an experienced team of data and voice networking professionals.

The product I choose to be obsolescing is a landline also known as POTS (Plain Old Telephone Service). The landline phone has been on the decline and has been replaced with cellphones. In the late 90’s and early 2000s the landline was used to connect to the internet. To cellphones can be used as mobile hotspots to connect wirelessly to the internet using a laptop, notebook, Generation Y is contributing factor of the cellphone is now become a house phone. Consumers, who like the variety and the convenience of mobile phone allows the cellphone very accessible.

A new room design has been introduced in new buildings, and newly refurbished hotels; featuring a new colour scheme and LCD TVs. In most hotels, there are double rooms, family rooms and disabled rooms. All rooms feature en-suite bathroom, free tea & coffee. A charged for wi-fi internet connection is available at all hotels.[13]

A new room design has been introduced in new buildings, and newly refurbished hotels; featuring a new colour scheme and LCD TVs. In most hotels, there are double rooms, family rooms and disabled rooms. All rooms feature en-suite bathroom, free tea & coffee. A charged for wi-fi internet connection is available at all hotels.[13]

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.

* With the help of CRM along with recognition of the customer providing personal services was also possible. This helps in tailoring the experience according to customer needs and creating a long term relationship. For eg. Rooms can be pre-assigned and prepared according to customer preferences.

From the time of its invention to 1880, there were 50000 subscribers of the telephone. However, it took nearly a hundred years for the system to improve dramatically. The operators were eliminated because the users could now make their own connection without calling the operators first. By the 1960’s - U.S. Telephones total 80,969,000; world's total reaches 159,200,000; telephone companies were forming everywhere and by 1964, some 2,535 companies were in existence. The more the telephones improve, the more the people wanted more from it. In the twentieth century, the telephone is the main medium to reach just about anyone. It is also the favored medium of communication in the business world. Nowadays, the telephone system can be configured to suit a business' needs. At my job for example, the telephone has multiple functions. One is the paging system to reach someone; it can be used to make conference calls to multiple companies at the same time. With the invention of cellular phones, one can be reached anywhere in the world and be connected to the internet; as long as you have a signal of course.

     A second company involved in this area is Avaya. Avaya, unlike Vonage, is a telecommunications company. They do not offer you the service from there company but rather offer you the equipment to provide the service to others or yourself. Their first major attempt at this is using a current product called IP Office. The IP Office solution is made for the small business environment in which you can layout just a couple pf phones and some Avaya switches that all communicate using VOIP on Ethernet cables. The new digital phones that come with the system use an LCD type display which can log calls and change pages at the push of a button. Phones can be logged in or out at random locations to be moved anywhere within the office. Management of the system itself can be done over a web browser or you can use the software that comes with the system. The IP Office system may not be rich in features but it can provide many of the same comforts as a regular phone system. These days Avaya has also changed their PBX boxes to include a lot of the VOIP options with all those nice features they had with their previous G3 systems.

Security of the property, the customers and the employees is another area of concern. The hotel is well lit and has security cameras around the property.

The main objective of the company is not only to attract but also to retain staff who are interested to work in the hotel business for the five-star level of high service, taking into account the wishes of clients, and which offers an innovative, dynamic environment and reflects the culture of the local country. To achieve this, Hyatt strives to be a company listening to well-informed and concerned people. Hyatt provides plenty of opportunities at all levels for their employees, which are accompanied by numerous development

Landline has now become the older and traditional form of communication that was simply used for talking and had limited features like storing numbers and recording messages. However, the mobile phones are not only used for communicating, rather it has become the entire entertainment package with added features such as games, music, videos, web connectivity and many more. This elucidates the fact

Hilton Hotels, one of the biggest worldwide corporations in the hospitality industry, adopted a Customer Really Matter (CRM) strategy to manage its diverse segments of hotels and to improve customer experience. The cornerstone of the CRM, the custom-built OnQ information system, built profiles of the guests, which could be used by the front desk employees and the reservations center to better serve the customers. The OnQ system did improved efficiency of call center operations, but the way of using it also reduced the flexibility of the customer service in the hotels. It could benefit or harm the service-profit chain depending on the specific situation. A few recommendations were made at the end of the case study to improve the system. In general, Hilton should implement big data analytics and give more control to the customers.

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.

We live in an era where telecommunications services hold a central role in every sphere of our lives (Came, 1984). Marketers argue with compact confidences that these emerging technologies have the ability to develop our lives and improve it in many ways (Risto, 2002). Moreover, it has facilitated the instantaneous cost reduction and quality improvement by offering different services by the companies (Douligeris and Pereira, 1984).