Human Capital Of Tourism And Hospitality Industry

They must provide owners with a reasonable return on investment, keep guest satisfied and returning, and keep employees happy. This may seem easy, but because there are so many interpersonal transactions and because hotels are open every day, all day, the complexities of operating become challenge that the general manager must face and overcome. The GM not only focuses on leading and operating the hotel departments but also on aspects of the infrastructure, from room atmosphere to security (Walker, 2013).

Customers complaints and feedbacks are very important to any organization it helps the individual organization to improve its product and services.It also helps to introduce something new in market.It could help the organization how to improve customer

A doorman can please the customer with a smile and a few words of welcome, but one surly waiter can kill the effect. Or if we keep an executive waiting in his suite in his underwear for his only suit to come back from a one-hour pressing, we could lose a lifetime customer worth hundreds of thousands of dollars. No hotel, however splendid, looks good to someone whose day it has ruined. For example, lodging manager usually work long and irregular hours including weekends, evenings and most public holidays, usually works indoors, and from an

It will also allow the tasks to be completed efficiently so that the business can focus on improving other areas of the business where the employees may require a higher level of training in customer service such as the waiters and reception staff. I think these departments should not use rationalization because they have direct contact with the customers, to make the customers feel welcomed and help the business to keep its identity of a quality hotel they must be more social and engage with the customer to provide them with the individual needs and services the hotel has on offer. Junction Hotel should also cut down on their costs much like Travelodge have done so that they offer the basics to the customers and have the extras available on extra cost so that not only can they exploit efficiency in service but have variety in terms of the product they have on offer which will help them increase their profits and market share in this difficult climate. Junction Hotel should also change their way of management so that they have more of a social business which will should help the employees to feel more willing to work and feel wanted so that they can provide a cheerful and happy experience for the customer, which will be an opposite to if they adopt rationalization in management like the experience customers feel at McDonalds, they often feel they are talking to a robot and may choose to go

As we discussed in class, every business is faced with these issues and they are important to managers making strategic decisions. One of the first things learned about business is that if there is no demand for a good or service, the firm that provides it will not continue to exist. Over time the hotel industry has continued to change with market conditions and make itself attractive to business

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

The Hotel Monaco achieves their desired organizational effectiveness by being conscience of goal accomplishments, satisfaction of constituencies, and acquisition of necessary resources. The Hotel Monaco claims its three most vital assets are its customers, its employees, and its investors. Their customers’ expectation and satisfaction of the hotel’s top-level of service offerings, and its unmatched customer service, is what keeps them in business and at the top.

We can improve our performance as a leader in hotel management for all locations and we will meet guest’s expectations.

The analysis is based on research into the topic as well as face-to-face meetings with industry professionals of the Hilton Airport Hotel. Results of data gathered show that investment in staff training and constant improvement of standard and practices greatly affect service provided to customers.

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

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.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Not only does this take more than the usual amount of training time it can effectively lead to poor levels of service quality that can have devastating effects on the company’s image and reputation: There is a high level of interaction between hospitality guests and employees that has a significant impact on the customer experience and the success of the business operation. Therefore a fine balance must be drawn between cost controls and guest satisfaction (Wang 2009).

In the hospitality industry, which essentially comprises both a production and a service aspect, the creation and provision of services from the hotel to the customer are primarily achieved through the employee, i.e., the hotel’s representative. In this sense, the employees essentially

Human resources management has become a critical influence factor to the development of contemporary hospitality industry. In accordance with Enz (2009), human resource management issues are the thorniest problem to hospitality managers throughout the worldwide hospitality industry. It is recorded that the turnover rate for this industry is normally from 60% to 300%,(Lee & Way, 2010).Against this background, challenges caused by the high staffing turnover rate are difficult problems in hospitality HRM. In this essay I will focus on three main challenges that are link with high turnover rate: shortage of experienced staff, low morale and productively, and high turnover cost, and then, explanation of a strategic human resource management approach which can be an effective solution to those challenges. At the last part of this essay two aspects of a human resource manager’s role would be described and explain how does the strategic human resource management approach and those human resource manager’s role relate with this three challenges.