Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels - Essay Example

Comments (0) Cite this document
The paper "Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels" summarizes that La Quint's staff is more competent and customer-oriented. The author would prefer to stay there, although the prices for accommodation in both hotels are alike…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER92.4% of users find it useful
Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels
Read TextPreview

Extract of sample "Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels"

HERE HERE YOUR HERE HERE The Central Hotel Reservation Services The central reservation services of two hotels werechosen, representing Best Western and La Quinta hotels. Both hotel representatives answered the telephone promptly, with very enthusiastic tones of voice and very high professionalism, especially that of La Quinta’s service personnel. The discussion began with information on available rooms, both indicating that there were both single occupancy and suites available one month in the future.
When dealing with Best Western, I asked about the different amenities provided in the room, including room service and television services. At this point in the discussion, the representative’s tone of voice began to change from friendly and professional to impatient and irritated. The representative stated, “We are virtually the same as all other national Best Western locations”, which indicated to me that the representative had grown tired of describing the room and its features. Playing on this perceived irritation, I proceeded to ask about the different pricing for all different types of suites. I was swiftly informed that I would likely be better served by visiting the franchise website which maintained a virtual and interactive view of the room and then decide whether I wanted to make a booking online. Having not received the pricing information I had requested, the discussion ended abruptly when I agreed to visit the website.
La Quinta, however, gave me a list of prices for all available room types and entertained conversation about all of the different amenities offered. This representative informed me, very politely, that there were only four rooms left and that it might be a good idea to make a final decision due to a convention occurring during my stay. Never once in the discussion did the representative of La Quinta exhibit any perceived sign of impatience, anger or unprofessionalism.
Clearly, La Quinta maintained a more customer-oriented reservation system. The representative at Best Western seemed to be under the assumption that most customers were well-familiar with the Best Western brand and could not understand the depth of my questioning. La Quinta’s amenities are more pronounced than that of Best Western, offering better business traveler discounts and full-serving breakfasts unlike the more budget-conscious Best Western I had chosen. It seemed as though La Quinta understood the importance of building brand loyalty through service and had trained their representatives to be helpful, patient, and empathetic to traveler needs. The Best Western representative would have been labeled a competent and friendly service representative if the conversation had ended sooner, without the depth of questioning that ensued. Elongated discussion brought about improper and potentially brand- damaging service dimensions. La Quinta representatives seem to work hard to try to secure an immediate booking in a way that is non-invasive, understanding, and willing to stay focused on the customer as long as it takes to ensure purchase and selection. By the time I was finished with the reservation process with both companies, had I been booking a real stay, I would have selected La Quinta even though the pricing was about 30 percent higher than Best Western simply due to the high level of service and competence. Read More
Cite this document
  • APA
  • MLA
(Difference in the Level of Service in the Central Reservation Services Essay, n.d.)
Difference in the Level of Service in the Central Reservation Services Essay. Retrieved from
(Difference in the Level of Service in the Central Reservation Services Essay)
Difference in the Level of Service in the Central Reservation Services Essay.
“Difference in the Level of Service in the Central Reservation Services Essay”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels

Service Level Agreement Revisions

...? SERVICE LEVEL AGREEMENT Paul Rose ! SERVICE LEVEL AGREEMENT Additions in the SLA. Service level Agreements can be a very important source for any company to protect its intellectual property and data. The following additions should be made to the SLA in order to protect the intellectual property by Finman. Restriction on Use of Data Datanal and Mineretek will be provided with varied data of different clients of Finman. This data should be used only for the purpose that has been defined in the Service Level Agreement in order to reach the desired objectives. The data should not be used...
3 Pages(750 words)Coursework

A Case Study of Shangri-La Hotels taking a piece of the market share. 5.3.4 Diversification The organisation is focused on the luxury hotel business. Diversification in the corporate level is not visible. 6.0 IMPLEMENTING STRATEGY 6.1 How are they implementing this The strategies are implemented through different initiatives. The corporate mission and values spells out the commitment of the organisation in providing the best service to customers. Resources and capital investments are provided in order to fund the projects under development. The Shangri-La Academy was established to train and develop employees. Budgets were allocated in order to train...
18 Pages(4500 words)Essay

The Service Blueprints to Determine the Services Level

...orientation. In this case, the customer is considered to be a useful in determining what the organization's activities are and their purpose in life. The principle states that all activities carried out within an organization are basically for the good and benefit of the customers (Srinivasan 2004). The philosophy of service marketing involves taking into consideration the interests of the customers, maximizing and satisfying their needs and wants .The purpose of service marketing is to generate profits that can enable the company to run its operations in the right manner. The blueprint of a service is based on facts such as illustrating the actions and time involved when undertaking...
4 Pages(1000 words)Essay

FedEx's best Customer Services Practices

...FedExs best Services Practices As a courier company operating globally, FedEx has to deal with a complex network of processes services that call for a strategy and operations that are able to seamlessly meld numerous departments, partners, people as well as facilities. In addition, best practices also calls for a high degree of interdependency among services and departments in order to offer and maintain excellent products and services. FedEx has successfully achieved this by investing heavily on the IT capabilities. Today, it has an income of $25 billion a year and this became possible because of the corporation’s focus on providing high...
5 Pages(1250 words)Essay

Reservation Blues

...and this was evident in one of Thomas’ statement when he said that he heard voices.  He said that he wants strangers to appreciate him and become popular, even amongst people that were not of the same race as him.  Thomas’ statement shows that, he wanted to achieve success as the leader of the group and that he wanted to be accepted beyond the local reservation, they wanted to have a worldwide acceptance and be the best in rock. Being the only female Indian members in the group, Chess and Checkers were used as instruments to attract men and make people appreciate their band the more and this was evident from this statement, “Both would attract men, I think. Sort of that exotic animalistic thing.”...
4 Pages(1000 words)Essay

Marketing of services (service bundling)

...that the importance of financial needs such cost reduction and changing levels of the variable costs are the major services required by the Chinese manufacturing firms (Gebauer & Fischer, 2009). Overall, my experience from this assignment was quite beneficial in grooming my understanding regarding the aspects related to organisational functioning and researching. 3. What is your learning? The service clusters that I have recognised in the article conceive major implications in identifying the service needs of the Chinese manufacturing organisations. According to my observation, the authors have apparently stated that the existence of different types of...
3 Pages(750 words)Essay

Cultural difference between the eastern and western

.... In these cultures, a woman’s professional life is not important but rather the family life. On the contrary, gender equality is highly practiced in the West. It is common today to find women in Western countries taking up jobs that were previously reserved for men. Women in the Western world have tremendous freedom compared to those in Eastern countries. Forth, Eastern cultures differ from the West on the issue of attitude. Eastern people are generally passive and are less aggressive. They are likely to be submissive even when the situation does not favor them. For them, they accept a solution or view that is supported by the majority, even if they have a...
2 Pages(500 words)Assignment

Shangri-La Hotels

...tradition that Shangri-La Hotels has tried to live by since its inception in 1971. The Shangri-La Hotels has expanded over the years and by 2006, it was the biggest hotel in luxury hotels subsector in south Asia. Although the Shangri-La Hotels has continued to expand its business elsewhere, it has maintained its growth in the East Asian market and especially in China. China had the best and favorable economic conditions which inspired growth due to the growing urban wages as the Chinese economy booming since the 1080s. as a result, the hospitality sector was being boomed as more...
7 Pages(1750 words)Essay

Ritz Carlton Hotels and Service quality

...Ritz Carlton Hotels and Service Quality Ritz Carlton Hotels and Service Quality In order to get and stay at the top, hotels such as the Ritz Carlton realized that treating its customer/client base right is probably the only way in which it can be able to retain and create loyal clients. It is also a way of ensuring that the said customers become part and parcel of the everyday running of the business organization. To members of this organization, service quality and provision is more than just an administrative routine. It is interesting to note that even with recent financial crises, some institutions are still making money, and even though not as much as before, they still boast of loyal customers. The Ritz Carlton has developed... ...
5 Pages(1250 words)Research Paper

Improving Customer Service at Hotels

...base the hotel must have a well decorated front desk with an efficient front desk executive, the hotel also faces the issue related to lack of proper understanding and information about the hotel and the various facilities that is provided which is the duty of the front desk executive. It is the duty of the front desk executive to provide a proper and right guidance to its customers. When the customers are not satisfied with the services of the hotels it results in the loss of customers / clients. The unsatisfied customers will not visit the hotel again and the increase in the number of complaints will decrease the...
9 Pages(2250 words)Term Paper
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic Difference in the Level of Service in the Central Reservation Services of Best Western and La Quinta Hotels for FREE!

Contact Us