Managing Hospitality Experience - Assignment Example

Managing the Hospitality Experience: Assessment: Name: University: Course: Tutor: Date: Top of FormBottom of FormTop of Form Top of Form Bottom of Form Question 1 Hospitality is a contemporary human barter where one enters willingly to improve the reciprocated comfort of the concerned parties by providing food, drink or accommodation with a sense of pleasure, lively and creative industry in the actual world (ENZ 2010, pg 42). Although there are services surrounding the action, the withholding of customer’s views is imperative to the effectual delivery of hospitality products, customers do not purchase service delivery, but rather they need experiences. They do not need quality services, they buy memories, they do not buy drink or food, and they buy meal experiences. Thus at all time the participants in this service industry ought to offer experience to their guests and customers rather than a service which will ensure that he retains the customers and may over time attract new ones since the already existing ones acts as advocates for the business thus leading to the success of the business. Further, let us explore the implications of “hospitality metaphor” as a customer service organization. Such implications are describing the kind of hospitality relations, understanding the guests and their needs, supporting host employees, bounteousness and management of social etiquettes. However, this approach suggests “extreme circumstances” with extra proportions of categorizing and improving the occurrences, and recapping the essence of generosity and memories in relation to the guests and customers (Ford & Heaton 1999, pg 90). In both the restaurants and in the hotels there is need for meticulous preparation of the front house as a stage since it is fundamental for experience. The first impression one makes to the customer really makes a great impact on the customer. Setting the cutleries, folding napkins, table arrangements, decorations, lighting and music are important part of stage management in preparation of giving customers experience. Such an arrangement has the opportunity to stimulate the five senses in a human being. Mostly, hospitality experiences are personal compared to batch delivery in the case of theatre spectators. Thus at all times the hospitality industry ought to be more concerned about the experience it offers to the customers and not on the service thus is because an experience offers a great number of returns such as returning customers to the premises. Top of FormBottom of Form Top of Form Top of Form Bottom of Form Question 2 Although a lot has changed in the hospitality industry, there are a number of similarities from the old days to current times. Examples are: In the past decades, hospitality industry was a major employer with service sector like tourism, accommodation, and food. Compared to other industries, the industry suffered economic fluctuations. In current times, hospitality industry is a key service sector in the global financial system. Just like in the gone by years, the services remain to be the same, ranging between hotels, and tourism to food services. Both in the traditional and contemporary hospitality industry were and are categorically divided into two, respectively accommodation that takes types of motels, hotels, serviced apartments, hostels, holiday houses, campground, resorts and inns while on the other hand, bars, nightclubs, restaurants and fast foods are entertainment areas. Further, the industry in the two different periods of time were and are involved in tourism support commercial activities for instance cabin crew and travel representatives. Hotels in both times are similar due to the lieu of payment. Although during the past decades the furnishing of the hotels was not as lavish as today, it existed, mostly, with the rooms equipped with climate control electronics and attached bathrooms. Similar facilities are available in the modern hotels only they are of a superior quality. Ever since, a combination of meals and accommodation were charged as a package, a trend we see to today. The management is also the alike in most cases being profession managers are in charge of day-to-day running while juniors do more of maintenance. Proficient chefs handle the running of kitchen as well as cook. Nightclubs have not also changed. They still serve the entertainment where music and dancing is compulsory. Concurrently, the two are accompanied with light snacks and drinking. With an exclusion of service staff like cooks and waiters, disc jockeys (DJ’s) and stand up comedians are a further attraction to a nightclub (Barrows & Powers 2009, pg 66). A colossal number of employments characterize the hospitality industry that is in the past and modern times. These kinds of jobs are mostly white collar jobs and blue collar jobs. In most cases, the entry-level jobs do not require any kind of formal qualifications. For the professionals the qualifications are trade certificates, diplomas, degree, masters and PhD. However, most of the hospitality institutions offer particular coursed in a single aspect of the industry. Thus due to the high number of employees the past and modern hospitality industry tend to play a major role in the building of the economy. Question 3 Looking at the hospitality industry from the angle of the guest should feel that the host is being hospitable through feelings of generosity, a desire to please and a genuine regard for the guest as an individual-leads to consideration of perceptions for free experiences, entertainment, guest-host relationship and bounteousness. It is further going to lure the worldwide and cross-cultural element. What’s more is the kind of tension that will arise between the commercial hospitality and hospitableness insurmountable. Obviously, the first pressure is between generosity and the financial side of the business. In fact, this pressure raises the question of if the real hospitality industry can ever be in the brackets of the commercial context (Kusluvan, 2003, pg 78). Hospitality industry is more defined by the host-guest relationship that is the principle-differentiating element from which other numerous dimensions surface. The perception of hosts and guests is primarily dissimilar compared to that of customers and managers that defined by culture and social characteristics. Further, the industry is surrounded by taboos, anticipations and social rules such as no rising complains, which are lucidly in conflict the commercial manager and customer relation. Although the motives for the manager-customer relations are essential, they lead to underpinned host-guest relationship. The motives will take us back to look into the pressure between generosity and financial accountability. There is need to control cost and make financial turnovers is the economic realism of hospitality business. On the contrary, it is not implemented to hospitality in societal atmosphere. As a result, tension mounts when businesses make an effort of offering the real sense of hospitality. For instance, requesting guests to sign regularly for products act as a future reminder of the economic association, charging for small things like butter or a touch of salad that could be comprise a part of whole and portion control which all depict meanness. The experiences are extended by the concept of little surprises revealed over time. However, the managers should maintain the thrill and attention for the whole period. This is common in restaurants, by coming up with creative ways of service and food presentations, offering canapés, mints or chocolates. Nevertheless, the concept of little surprises also creates another principle dimension to the industry, the level to which the experience should be either host or customer led. The hospitality orientation states that consumer products should be consumer led and the organization should see into them. In the hospitality context, it is impossible since the guests cannot dictate their requisite to hosts nor have the servant like treatment (Sheth, Parvatiyar& Shainesh 2001, pg. 25). Question 4 Ever since the discovery of the hospitality industry, customers and guests from different cultures bring along anticipations and opinions of what makes good customer care services. By tradition and to the contemporary times, the guest should be certain of safety, making the hospitality industry kind of a sanctuary. Hospitality guests especially hotel guests are not familiar with the surroundings. Therefore, the guests expects the customers care personnel to take care of their belongings, advise them on the right procedures to follow, get them tour guides when necessary and any other concern since they are strangers. As unbelievable as it may sound, some customers expect clients to research about them, and develop a specific tailor made services. Customers are an important asset to the success of any business. To be successful in this, listen carefully to customer interactions in events, through surveys or anywhere else that brings an opportunity. Take action in parts that need amendments, be adoptive, share the knowledge with the rest in the customer care team, and finally develop an attitude of my customers come first. Most customers prefer greetings by their names if possible. This fact highlights on the importance of greetings to customers. It is said most people make eleven assessments about someone in the seven seconds of contacts. Additionally, research reveal people have a strong response at the mention of their names. Customers also liked being thanked for coming since they feel valued and the host has had interest in them. Customers from different cultures expect ones first impression to be outstanding. Due to differences in cultures, so is communication. For instance, it is wrong to ask, “May I help you?” since it is going to stir up the obvious response of “No thanks.” Instead, ask, “How may I help you or how may be of help?” Such a question will prompt for an explanation. Open questions push away customers so his or her specific needs and wants are finally unmet. It is also anticipation that as a host, one should unearth the underlying needs of a customer. It is always good to remember they do not buy service per say rather, its effects, for instance, healthier, happier, comfortable and so on (Walker & Miller 2010, pg58). Customers also expect to be assisted in fulfilling their needs. What customers are used to when in their countries may bring a bit of confusion when in a foreign land. Customers purchase for the result they will find pleasure. A customers request is a chance in disguise yet if there is a problem and it handled well, a customer’s gratification degree is higher compared to if there was no mistake at all. Question 5 In recent years, a number of vigorous debates have emerged, followed by the effects of globalization on food consumption patterns. So, is globalization leading to homogenization or differentiation of food consumption patterns? Globalization on its own has a dominant culture leading to homogenizing. Speaking from cultural view, globalization is big and almost entire. Fundamentally, it is the spread of Americanization from fast foods, pizzas, get everyone drinking Pepsi to coffee houses and the always-raising food items in other states hence spreading the American food practice. Further, culture is not stagnant. Its growth is systematic, encouraged by admiration for certain customs and behaviors. Cultural differences are used as a justifying means for imperialist or oppose foreign influences (Prideaux, Moscardo & Laws 2005, pg 30). In this context, there is homogenization of certain of life such as food consumption patterns. This evident due to increase demand of different food types in different parts of the world that probably started in the western world. For instance, there is import of rice, wheat and grains from African states to Europe and U.S.A. Food consumption patterns leads to consumer cultures and it does not mean simple and plain consumption. Throughout history, people from different cultures have borrowed consumptions habits from other societies. On the other hand, mobility has greatly contributed to food consumption patterns. Speaking of consumer culture, food, drinks and services, and their composition are not established on the real means for the consumer to pay but justification in the eyes of the peers in social rank (Hinkin 2005, pg 200). People have become accustomed to television. With all the advertisement of what to eat, when to, how to prepare it and the benefits of consumption, they are grabbed by the media images, and next they are in the supermarket looking for the product because the Michelle Obama eats it , so should they. Consumerism develops a hold over them and they do not care to confirm the properties of the goods as long as the local supermarket has them on stock. BibliographyTop of Form Top of Form Bottom of Form Barrows, C. W., Powers, T. F., & Powers, T. F 2009 Introduction to management in the hospitality industry. Hoboken, N.J., John Wiley & Sons. ENZ, C. A 2010 Hospitality strategic management concepts and cases. Hoboken, N.J., John Wiley & Sons. Ford, R. C., & Heaton, C. P 1999 Managing the guest experience in hospitality. Albany, N.Y., Delmar/Thomson Learning. Ford, R. C., Sturman, M. C., & Heaton, C. P 2012 Managing quality service in hospitality: how organizations achieve excellence in the guest experience. Clifton Park, N.Y., Delmar, Cengage Learning. Hinkin, T. R 2005 Cases in Hospitality Management: A Critical Incident Approach. New York, John Wiley and Sons Ltd. Kusluvan, S 2003 Managing employee attitudes and behaviors in the tourism and hospitality industry. New York, Nova Science Publishers. Kusluvan, S 2003 Managing employee attitudes and behaviors in the tourism and hospitality industry. New York, Nova Science Publishers. Prideaux, B., Moscardo, G., & Laws, E 2005 Managing tourism and hospitality services: theory and international application. Cambridge, MA, CABI Publishing. Sheth, J. N., Parvatiyar, A., & Shainesh, G 2001 Customer relationship management: emerging concepts, tools, and applications. New Delhi, Tata McGraw-Hill Pub. Co. Walker, J. R., & Miller, J. E 2010 Supervision in the hospitality industry: leading human resources. Hoboken, N.J., J. Wiley. Read More