Evaluation of Hilton Hotel - Essay Example

? Evaluation of Hilton Hotel Hilton Hotel is one of the largest international hotels in the United s under the ownership of theBlackstone Group. It has over 3,500 branches in more than 90 nations. The latest Forbes magazine ranks it in the thirty seventh positions among the largest companies under the individual or private entity. A good hotel is ranked according to its services which include accommodation, meals, entertainment, security, affordability and accessibility among other factors. Hilton Hotel has greatly expanded its business due to its good brand name. In the United Kingdom, for instance, the hotel has branches in London, Newcastle, and Manchester cities, just to name a few (Kunz, 2007). This work tends to explain some of the services offered by the company as well application of special evaluation techniques to ascertain some of its weaknesses and the provide solutions for such limitations. Human factor, as far as service performance is concerned, forms one of the basic areas to gauge a certain hotel. Hotel service evaluation is more subjective because it depends on opinions of several customers as well staff, and this might vary depending on individuals taste or preference. However, currently there are standard evaluation tools which produce a generalized result. Such evaluation tools are SERVQUAL and walk-through audit among others. In specific, the following discourse focuses on the hotel’s presence in the United Kingdom. The United Kingdom offers a strategic market for Hilton. It contributes significantly to the clientele base of the hotel globally. One of the most amazing facts is the way the hotels blend in the local serene environment. For instance, the London hotel has a bar which directly overlooks the Hyde park. Consequently, when one is in the bar, one gets to sight the Hyde park. This is just an example of how strategic the Hotels in the UK are placed (D'ANNUNZIO-GREEN, 2004). The cultural as well as the historical position of London, for instance, makes the United Kingdom a leading tourist destination site. Consequently, the Hilton hotels in the region stand better chances in terms of revenue collection. Their profitability relies on how effective is the president of the hotels in the region planning to maintain their status. It is also important to acknowledge competitors like Lowry hotel in Manchester (Porter & Prince, 2010) Every customer will always have different opinion with regard to the satisfactions of the hotel services. This would depend on the staff hospitality, behaviour, experiences, and responsibility among other traits to do with the staff. Furthermore, facility’s communication strategies, safety, availability, and accessibility would determine the suitability of a hotel (Spector, 2005). The Hilton hotel is one of the largest tourist hotels in the region. In the current generation, tourists have greater expectations with regard to the quality of hotel services. In London, the hotel is in Westminster as well as West End. Therefore, in a bid to retain its clients, it ought to maintain the levels of quality services provided. The UK market is quite dynamic in terms of service provision in the hotel industry. The hotel management system is a dynamic system since it keeps changing with customers’ preferences. Humans like new fancy things, hence customers will always flock hotels with advanced amenities in transport, communication, entertainments and catering among other areas of service in such hotels. By conforming to the current trends, the Hilton hotels in the UK would likely perform better financially. Hilton hotel departmental managers have the role to listen to the clients and do as they wish to attract and maintain more customers. I would say this is not an easy task due to the fact that the majority of tourists or customers come from different countries or cities with different cultures, beliefs and style among other aspects. Furthermore, it would be expensive and time consuming to treat each customer according to his or her special way. The hotel industry in collaboration with social researchers imply that a good hotel should have a generalised service system that attracts the majority, the aspect of attracting ‘all’ has and will never exist in the hotel industry. However, the Hilton Hotel is on the correct business trend due to its well educated and skilled staff. The hotel management has special methods of ascertaining employees need for development through internal assessment among other methods. The management then later organizes regular trainings to equip the staff with the best knowledge to handle their clients. They are known for their kindness, hospitality, cautiousness and flexibility among other desirable traits. The company also ensures each staff is equipped with all relevant advanced hotel technological and management skills. The company’s workers or staffs are so flexible than one can move from a different department to another without any sweat. Regulations and benchmarks for evaluating services are present world over. In fact, the UK is not an exception. There are several certified methods to ascertain or evaluate the quality of hotel services. This discourse focuses on SERVQUAL (Service Quality) method to evaluate Hilton hotel services. This method places the guests or clients as the main base of the evaluation process. However, the process appreciates the fact that different people would have always different opinions with regard to the service quality of certain organizations. Hilton Hotel has several departments that cannot all be evaluated. This work will only focus on a few selected areas. With regard to tangibility, the company scores good grades in the physical appearance of the hotel facilities. The hotel has some of the most advanced or modern interior designs in major parts or rooms of the facilities. The landscape is well managed to attract customers who want to experience more of the facility. Hygiene is one of the most critical aspects in any hotel company. Hilton has over 100 employees just in charge of interior and exterior cleanliness. The hotel has its physical models or charts in major corners to direct customers within the facility. Social/hotel research indicates that the majority of tourists prefer being conversant with a certain destination to avoid asking many directory questions, it is a huge kill to have such models or charts to direct them (Keely, 2004). Furthermore, the company has GPS installed in strategic positions to further direct the clients or customers. Hilton has an advanced transport system in the form of comfortable buses and planes to take customers to different destinations. This is one of the areas the company beats its competitors who rely on private companies for the transport system. Hilton buses, Nissans and Limos are always available for the customers. Different transport means have different charges, but it is being offered at a more subsidized cost compared to that of private companies. The infrastructure in the UK is amongst the best in the world. This serves the company right. The hotel chain has a reliable communication system. First, it has several departmental websites through which customers or clients in any part of the world can make reservations. It got over 200 experienced IT specialists or professionals to manage all the company websites among other online communication tools. There are several halls meant for electronic-conferences (e-conferences) for clients or customers who wish to chat with their work mates, family members among other relevant parties. The reception offices have over 100 hotlines for any kind of emergency within and without the facility. The hotlines could also be used to make reservations in case one cannot access the company web pages. There is at least a mobile and a landline phone in every room in the facility. This is to help the clients communicate with the hotel staff. The company scores good grades when it comes to its communication materials. The Hilton hotel is among the most reliable companies in terms of accuracy and delivering services as promised. The company serves quality meals just as indicated in its adverts on the web pages, business journals, magazines and television broadcasts. The company has several nutritionists and qualified chefs to ensure the company’s clients or customers get the best. Out of the twenty tourists offered with questionnaires, 17 praised the company’s reliability when it comes to quality meals. Furthermore, Hilton has the best diets for customers with complications like the diabetics and obese among others. One customer categorically praised the aspect of including natural salads and fruits or vegetables with certain medicinal values in the main course meals (Spector, 2005). He talked of garlic, ginger juices among others to help clients with throat pains among other ailments. Due to this, some clients would never seek reservations in any hotels apart from Hilton; they would better cancel their tours on realising all rooms are booked. The company is strict on time management and all services are offered in good time as indicated in the visitors/customers’ programs. Each meal is served at the correct time, and this has made the hotel a world class facility. The company ensures it is diligent in handling its reservation orders. Out of the twenty clients interviewed by the research team, no one complained of ever having problems with the company communication or booking services. However, three out of the twenty suggested that the company should increase its booking websites to limit congestions on certain sites; this makes one wait for some time and is not efficient for hotel business. However, the company scores good grades with regards to its reliability. Responsiveness is another aspect that determines the quality of hotel services. This implies how prompt the hotel staffs are to deal with some emergencies within or without the facility. Hotels are social avenues with a certain degree of accident likelihood. It would a bad reputation if it is reported that some clients lost their lives while in a certain hotel. This would scare away customers and the facility can even be closed. Hence hotel companies have safety departments to ensure both internal and external clients’ safety. Hilton has advanced safety equipments within the facility and the company’s transport vessels (Fitzsimmons & Fitzsimmons, 2005). For instance, it has advanced fire extinguishers that any client can use in case of emergence fires. There are emergency exits that would help customers exit any emergence zones. The company safety personnel are usually alert to rescue clients in case of any emergencies. The company is ISO certified meaning the quality of its services meet the international standards. The company undergoes regular environmental audits to certify its compliance with such safety or environmental standards. Its Quality management system (QMS) is also up to the international standard. Out of the twenty clients interviewed by the evaluation team, they unanimously declared their satisfaction with safety in a Hilton hotel. However, the company has some limitations that require prompt attention. It depends on local company's water supply which occasionally exhibits some inefficiency in its services. It has large reservoirs and tanks to store water. One of the clients suggested that the company should resolve to the internal water treatment system to limit any water going to waste. The management team should contract regional companies to construct water lagoons among other components for water treatment. The treated water should be used to sprinkle flowers and vegetation in the gardens. Some customers also complained of limited hot lines more so during peak seasons like winter among other holidays. Walk-through audit is another method of evaluating the feasibility of a certain organisation. The evaluator assesses the organisation’s documents and equipment related to risk management, energy consumption or financial management among other sectors. Risk management assessment would involve asking customers on how they are trained to manage any accidents or dangers within the hotel premise. Hilton hotel has a special team which always provides short training or orientation to willing customers. The assessment would help it improve on its energy consumption, help the company improve on its risk management strategies, help it cut on its operation costs due to efficient energy consumption and positive environmental management will attract more clients or customers among other external stakeholders. The assessment would involve asking different hotel staffs some relevant questions to determine the company feasibility. The team may also assess some equipment like fire extinguishers and generators among others. Furthermore, the auditors will ascertain whether the hotel adhere to energy, water, safety and environmental acts in its operations. Violations of such policies might have some negative implications like fines or even closure of the facility depending on the seriousness of the offence. The walk- through study indicates that Hilton hotel complies with several stipulated policies in its business; however, some limitations were identified. The company lacks sufficient fire detectors within the hotel; the existing ones are outdated as far as technology is concerned. It is recommended that the management team should contract some reputable companies and fix the most advanced fire detectors in strategic positions within the premise. The company should also invest in solar panels to trap sufficient energy during the day and reduce the amount of hydroelectric consumed on each day (Jones & Lockwood,2004). The company should expand its supply chain by collaborating with upcoming tourism companies both regionally and internationally. Currently, the company manages less than twenty companies, considered an underscore. The company can acquire debit capital from existing financial institutions like bank. It can also set aside some part of the parent company profits to be equity capital for establishing more companies. Currently, the firm majorly serves businessmen, political leaders, celebrities among others. The company should establish rooms for ordinary locals or internationals at subsidised costs (Zeithaml, Bitner & Gremler, 2005). Hotel business depends majorly on the number of customers and not class. The hotel should also collaborate with sport firms or agencies. This would increase its customers turn out and the annual revenue as well. The market and service industry in the United Kingdom is quite competitive. This comes from the fact that the region is a leading tourist destination. This is because of historical orientation as well as emerging trends. However, the Hilton hotel is one of the most prestigious brands in the hotel industry. In as much as it is an established brand, it should conform to the changing trends in order to sustain the business. For instance, the industry is defined by the quality of the services offered. In regards to this, the hotel should maintain their levels of responsiveness, time management, and reliability (Beaver, 2005). Besides, they should seek to partner with upcoming businesses in order to expand their scope of business. These are some of the factors highlighted through the auditing model christened the walk through. Bibliography BEAVER, A. 2005. A dictionary of travel and tourism terminology. Wallingford, Oxon [u.a.], CABI. D'ANNUNZIO-GREEN, N., MAXWELL, G. A., & WATSON, S. 2004. Human resource management: international perspectives in tourism and hospitality. London, Thomson. Fitzsimmons, J.A. & Fitzsimmons, M.J. 2005. Service management operations; operations,strategy and information technology. New York: McGraw-Hill. JONES, P., & LOCKWOOD, A. 2004. 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