Performance of Staff and Employees in Selected Resorts in Batangas Province

The hotel industry is a labor-intensive service industry dependent on the availability of high-quality employees to deliver, operate and manage tourism for its survival and competitive advantage (Amoah & Baum, 1997). The tourism industry is one of the most essential area in coming years. It has the opportunity for a rapid growth. The needs of the hotels are also increasing and it has the potential to provide employment to many people around the world. It is also observed and researched the there is a need of qualified and educated staff. They should be more skill full and aware of new trends and demands of the industry. They should have sufficient knowledge to satisfy the needs of

Use the syllabus as a framework for discussing the various elements of management (functions of management, approaches to management, leadership, motivation, group behaviour, communication, organisational culture, management of change, etc.

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

Hundreds of thousands of jobs have been created in resorts alone, and billions of dollars has put into and out of these resorts as well. Companies such as VF, Columbia, and GoPro have all grown off of these sports, and are still growing today.

An empirical study was conducted to namely to investigate customer service in selected Hotels in Downtown Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means

We can realize that the competition among hotels with each other. Hotel top managers are focusing and keeping their head high on service quality because they believe that this is the most important for the customer, if you have good service quality then you’ll have a lot of customers that would make you have a competitive advantage than the other hotels that you have competition with. Service quality has been defined by Zeithaml (1988) as “the judgment of customers about the overall superiority of a product or service.” perceived quality is considered good when the experienced quality of customers meets the expected quality from the brand (Gronroos, 1988) They defined service quality as “a global judgment or attitude relating to the overall excellence or superiority of the service (Zeithaml and Gronroos, 1988)

This module describes the importance of Management of Tourist Destinations and its necessity to be applied depends on quality management, which mainly revolves around the satisfaction of visitors to a specific destination keeping key factors in mind.

The corporate branding strategy will create a sort of umbrella under which all the properties of the company will fall, thus sharing the same quality level in the customer’s perception. Moreover a strong corporate brand will ease the company identification and potentially increase the number of new guests through word of mouth, thus enabling the company to gain a bigger market share. Nevertheless the implementation of such a strategy will necessarily involve big costs and a structural change in the organization. Its culture, the way in which advertising is done, the facilities and supplies in each resorts, the way in which management operates will have to be adapted to the new branding strategy. Furthermore undertaking this action may let down some valuable customers who are particularly affectionate to a resort and may be afraid that it will lose its unique and individual features. Plus it might also disappoint some skilled hotel managers which may feel threatened in their autonomy and potentially leave the company. Retraining the whole body of employees to adapt to the new strategy may be expensive and time consuming as well.

The essay is divided into 3 section ,firstly about the creation and delivery of value ,in the second section deals with the case study of the Ritz Carlton and Abad group of hotels service orientation and recommendations and finally the critical evaluation of the

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

The new HI management not succeeded to build trust with the hotel’s staffs and newly implemented corporate strategies made employees unsatisfied to obey HI management decision. This cross culture attitude difference between the staffs and management leads to the poor quality service to the customers, as a result gradually decrease the customer popularity into market (Stephenson, 1960).

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

By hotels becoming an important component of tourism product and tourism being the most vibrant tertiary sectors and has a strong hold on the economy. The performance management framework will depend mostly on the services Bollman Hotel chain attempts to provide to tourist without venturing off the hotel premises offering food, alcoholic beverages, sports, lodging, entertainment, and shopping. Each area will require a manager to define, facilitate, and encourage performance by indicating the organizations actual direction as well as the organization-desired goals. In improving performance, goal setting has a proven record of accomplishment of success in a variety of settings and cultures.

Service quality has become a main idea for student academic to study in many industries especially in hospitality industry. In Wilson et al (2008), service can be discussed in the terms of below four characteristics:

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.