The Core Business of Adabco Boutique Hotel - Case Study Example

Hospitality Report Name Institution Course Lecturer Date Table of Contents Table of Contents 2 Abstract 3 Introduction 3 The core business of Adabco Boutique Hotel 4 Nature of the Hospitality offered 5 Initial Impression of Adabco Boutique Hotel 6 Emotional Labour 7 Conclusion 8 Recommendations 9 Bibliography 10 Appendices 11 Abstract This report deals with the concept of emotional labour in the Adabco Boutique Hotel which offers the services of accommodation, entertainment and food provision. The concept of emotional labour is picked following a visit to the hotel and observing the way that they relate to their customers. The inclinations that can be extended to cover the needs of the customers through ensuring that they attain the best experienced is expressed in this concept. Various examples in the support of this concept in the hotel are given. The paper addresses various areas like the core of the business; nature of the hospitality; initial impression; and the issue of the emotional labour. Through enhanced creativity and an expanded approach that is able to get to the customers’ needs, the staff in the hotel are identified as able to engage with the ideas surrounding the concept of emotional labour in a satisfactory way. A number of recommendations are given after the conclusion that relates to the necessary improvements that are needed in the hotel. Introduction This paper addresses the concept of emotional labour to an accommodation, entertainment and food establishment. Adabco Boutique Hotel has been chosen as the case study here after the visit done there in an effort to understand its service structure. It is situated in Adelaide. It contains 70 appointed rooms with modern furnishing, appliances and finishes. All these rooms have been equipped with broadband access, Foxtel, flat screen LCD TV and a large executive desk for the corporate traveller. This is a report that is a result of the hotel. The objective study findings relating to the issues to do with accommodation, entertainment and food establishment is provided. The relevance of the visit to various issues like the emotional labour is identified. The staff in the hotel are seen to exhibit emotional labour in the endeavour to bring a high customer satisfaction. This is with the goal of having a high customer loyalty and thus the customer retention level is maintained sustainably high. The core business of Adabco Boutique Hotel The existence of the hotel is mainly centred in the provision of customer services especially to those visiting the hotel premises. Accommodation has been enhanced through provision of good rooms. The hotel has 70 rooms which undergoes continuous refurbishing. These rooms are air conditioned and have been equipped with a refrigerator, in-room movies and a private bathroom. There is provision for brewing hot drinks in the comfort of the rooms with the facilities available. In addition, there is free supply of coffee and tea. There is a buffet breakfast prepared each morning. In addition, there are many bars and cafes in the local area which cater for the various tastes and preferences that the different cultures have. There are also many entertainment arrangements for different categories. An example is the natural settings that are set in a cliff manner for sightseeing the surrounding regions. In seeking to provide an experience for the customers, the strategic plan is enhanced in the development of a service blueprint. This locates the particular details in each category. The accommodation procedure, for instance, is explicitly expressed in the blueprint. There is an enhanced procedure that ensures that the particular engagements with the customer yields the best result. Nature of the Hospitality offered The hotel has multilingual staff who are able to offer local knowledge. This helps a lot in that the visiting customers have various ethnic and cultural inclinations. As such, the tastes and preferences of each customer must be identified. This is especially so in the efforts to provide them with an experience. The kind of entertainment and choice of food that fits every customer is provided for through an initial engagement with the customers. The employees are therefore well versed with the ability to engage the customers objectively and learn the kind of inclinations that they have. In the category of entertainment there are various groupings that depend on factors like the purpose of the visit e.g. for corporate reasons; age; cultural background; and duration of visit. All these factors help in the placement of the customers by estimation on the probable categories that would give them an experience that will ensure that they achieve a high satisfaction level (Ariffin & Maghzi 2012, p344). The objective is to have them satisfied which will leads to customer loyalty and eventual retention. The families that visit the hotel, for instance, have their kids given a special attention by able staff who takes them through a range of activities that are most relevant to them like computer games. The guardians are also guided through a range of options depending on the refined projections of what they would approve. The service blueprint that is developed for each category of service in the hotel allows for service innovation. It is deemed necessary that the various components of the services be accounted for in a way that would bring about a clear progression in the services (Slattery, 2012). The reception of the customers, the registration process, the guidance to various facilities and the clearance of the customers are examples of the procedure outlays that ensures that every activity is accounted for. Allocating this categories of services to the various staff ensures that there is familiarity and specialisation to the tasks that each one of them engages in. The flow of activities is ensured with the particular needs of every service being properly displayed for attention. Initial Impression of Adabco Boutique Hotel There are various perceptions formed by the impressions concerning the hotel. In reviewing various sources about the hotel, like the online reviews, various brochures and hotel magazines, the hotel seems to be sophisticated in its operations. The issue of price is a factor of concern. There was a tendency to view the hotel as inclined to only the category of people who are well endowed financially. This is mainly informed by the fact that the promised experience of the customer is high. Considering the rooms, for example, there is a high likelihood to consider them as unbearably expensive for the middle class earner depending on the facilities that are there. The expectation of the accommodation facilities, as presented, was quite similar to the reality. The rooms are well furnished as the description is in the available sources. The expectation of the entertainment provision was that comprising of different kinds of sophisticated innovations. It was not expected that the local entertainment schemes could be integrated in the entertainment domain. However, as it turned out, the hotel is very well equipped with local but well harnessed and modified settings that have allowed for innovation. This is very relevant in that the notable differences in what would otherwise be termed as common becomes very captivating. The diversification of the entertainment to meet various categories was way beyond the expectation. It is pleasing to find out that there is a very great deal of research which is obvious in the kind of services offered. These are able to cater with ease for the particular customers visiting the hotel. Emotional Labour The hotel has been able to expand the staff base to a great extent. There are many staffs who are directly involved with the customer. There are various categories of customers who are assigned particular employees to respond to. The aspect of emotional labour is identifiable through many of the activities that are carried out in the hotel. The approach that is applied in relating with the customer is that which allows them to feel that they are valued greatly (Ariffin, Maghzi & Aziz, 2011, p197). This is through the outward engagement with the customers through various means inn such a way that thrills them. The customers who are difficult to get along with, for example, are made to view the situations in the hotel differently. The creation of an artificial habitat for them which suits their temperaments or inclinations helps in blending them to the culture that is being provided in the hotel. The customers are expected to be responded to in a way that satisfies their need (Yu, 2012). However, due to various reasons like the problem of incomplete information, various misunderstanding arises. This conflict is solved in the hotel mainly through the staff maintaining calm and seeking to respond amicably to the requests of the customer. In serving food, for example, the customer may order something different from what they actually need. This brings in confusion since they may assert that that is not what they really wanted. The employees have been trained to accept blames especially in situations that result to unnecessary fights. The staff in the hotel are quick to foresee an arising problem and provide for a solution through being nice and understanding. This helps to keep all the customers in a satisfied level to the possible levels. The hospitality experience could take place over a couple of hours for a meal, days for a short hotel visit or days for an extended vacation. In all of these, it is understandable that the emotional labour experience may not be delivered in one moment in time. Time factor, for example, need to be considered as important if the employee is to be in a position to respond to the needs of a particular customer satisfactorily (Prochaska, 2013). This may be revealed over time, and over an extended period of time in some cases. It is to be noted, however, that due to the expanded base of research, the operators are able to predict with a high degree of accuracy on how best to respond to the various behaviours of the customers. The attendants in the hotel seemed to be able to identify with the various temperaments of the visiting customers. This allows for the customers to feel unthreatened. The pressure level that they have to endure is minimised. When the emotional atmosphere is cleared though an unconditional acceptance, there is chance to rise in the experience level without being pressured. Those who are seeking for new adventures are directed towards areas that would grant them that while those who are in need of thriving in something familiar are directed there. The particular dishes that are offered are also diversified to allow for the particular needs of the customers. It can be said of the hotel that it has been able to successfully integrate the concept of emotional labour in their operations. Conclusion The experience in visiting Adabco Boutique Hotel created a memorable experience. The various aspects of hospitality were revealed especially in the area of accommodation, food and entertainment. The concept of emotional labour was well grasped through observing the various ways in which the staff engaged the customers. Allowing the customers to thrive in an atmosphere where their emotional experiences have been well enhanced was asserted as a means through which customer loyalty and customer retention would be enhanced (De Charms, 2013). There is creativity and an expanded approach that is able to get to the customers’ needs in the hotel. The staff in the hotel are identified as able to engage with the ideas surrounding the concept of emotional labour in a satisfactory way. It can be considered, therefore, that the hotel has a sustainability strategy through employing these means to expand their revenues and profits. The great numbers of the customers that are engaged in the hotel in its various sectors will ensure that the hospitality business is progressed for longer time in the years to come. Recommendations There need to be additional accommodation rooms since the arrivals of the customers continues to expand. This will ensure that there are no cases where the customers who are in need loose out. The accommodation rooms need to be of various classes so as to fit the different categories of visitors. Specifically, there need to be relatively cheaper accommodation rooms so that the various visiting customers can fit in. More innovation on the cultural entertainment that is offered in the hotel is needed so as to cater for the changing aspects. The endeavour to provide the local tastes will thus be achievable as deemed appropriate. Bibliography Ariffin, A. A. M., & Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management, 31(1), 191-198. Ariffin, A. A. M., Maghzi, A., & Aziz, N. A. (2011). Understanding hotel hospitality and differences between local and foreign guests. International Review of Business Research Papers, 7(1), 340-349. De Charms, R. (2013). Personal causation: The internal affective determinants of behaviour. Routledge. Prochaska, J. O. (2013). Transtheoretical Model of Behavior Change. InEncyclopedia of Behavioral Medicine (pp. 1997-2000). Springer New York. Slattery, P. (2012). The economic ascent of the hotel business. Goodfellow Publishers. Yu, L. (2012). The international hospitality business: Management and operations. Routledge. Appendices Photos of Adabco Boutique Hotel This is the entrance to the hotel. The reception One of the rooms This is one of the communal kitchen. This is one of the food menus Read More