Hospitality, Tourism and Sports Management in Emirates - Research Paper Example

Hospitality – Emirates Introduction Hospitality is one of the industries that offer a challenging and interesting job description. The industry deals with providing people with a comfortable and user friendly environment. The aim is to provide an experience that would give them a wholesome experience of pleasure and entertainment. The hospitality industry is the most popular and looked after industry in the world; and it caters to many other industry including hotels; restaurants; spas, air lines are few to mention [Wha14]. In our paper we would focus on the different services that are being provided by Emirates and what is the quality of services; where do they stand in the industry of airlines and what are the features that they could apply to improve their services. The paper would start with a small literature review of hospitality industry, tourism industry and the different services that is being provided in the process; we would then focus on one of the aspects of hospitality industry with respect to one of the companies selected. Literature Review Travel and tourism are one of the largest services in export industries; these include many services which includes lodging properties, airlines, restaurants, cruise lines, car rental firms, travel agents and tour operators; it is also ranked as the top 10 largest industry of US and many other developed and developing countries [Pre14]. There are different trends that are being followed in the industry; and these features has to be met so that the quality can be improved; few of these features includes speed and precision the services has to be quick and the communication has to be clear so that the right services is provided. A new custom is to be introduced in the industry which is called the WOW custom service; there are four stages of satisfaction which includes the basic, expected, and desired and now WOW. The WOW part of the services is the one that ensures that the customer becomes loyal to the brand. Leadership is also another important factor that needs constant focus and each one needs to have a good leadership to ensure that the team is motivated and constantly progressing. The word of mouth can now be spread through various sources; and is not the most effective way of communication which includes the social media and mobile phones and people are constantly communicating. In order to ensure that the brand name is settled in the minds of the customers it needs to constantly promote themselves through ads; these ads should be visible through print and television media. On top of everything in hospitality industry the company needs to ensure that the reputation is manage. This reputation includes a consistent service quality to the customers [Rob14]. Tourism and hospitality moves hand in hand; and is the most progressive industry in most of the counties including Australia; the total income from the industry in 2008 and 2009 was worth $92 Billion and is still progressing. These industry are considered to be better than most of the other industries which is a constant source of income for the country; these include the agriculture industry, communication services, electricity, gas and water supply industry, and cultural and recreational services. If the industry is managed properly than it can be a constant and healthy source of income; these come in various shapes and sizes, which range in different forms of services [Any10]. The tourism cycle includes consumer who would travel; then we move towards the experience that the customer would take while travelling. These can include travel by road, in the air and on the sea. Than we move towards the experience of holiday; which includes the stay at the resorts or any other place; and in the end the marketing of the product which they have experienced during the entire journey. Analysis of Emirates Emirates started its services in 1985; and today are considered as one of the largest airlines of the world. Emirates provide two classes and three classes of services in few of its flights and have won many prestigious awards over the years of its services [Emi14]. The Emirate Group is one of the oldest and finest air companies that are present in the market; they comprises of different business units that would aid them in improving their services and business qualities. They derive their experience from the opinion of the experts; they deal with flight catering, cargo, engineering and training. Along with airline services they also provide services with other external parties in many different fields. The Emirate Group is one of the biggest groups that comprises of 62,000 employees and has its presence in more than 160 countries nationwide [Emi141]. Emirates have been voted as the top service quality provider which is operating in long haul flights; a study was conducted with respect to 7 main airlines; and it included the study of the services from booking of the final claim of baggage; the survey was conducted with respect to 14 flights which took place during 2009/2010 during peak hours. In the study has analyzed the customer experience in full cycle from the booking of flights to final baggage claim; Emirates scored 92.8% on the quality of facilities rated by the customers. [Ara14]. First Class enjoys complimentary meals and drinks, lounge access, have the facility to avail chauffeur driven cars to reach to destination hotels along with outstanding services. They also enjoy sliding doors, television screens, audio and video channels and other related services. Business Class has almost same facilities as the first class facilities; these passengers also enjoy the lounge services, along with chauffeur driven cars and complimentary foods and drinks. Economy class enjoys facilities of free drinks and complimentary food; along with the food and beverages; the passengers also enjoy television facilities [Emi14]. The long haul flights include complimentary meals along with free beverages; the first and business class includes a small buffet whereas the economy class only includes a standard meal; the entertainment includes video and audio; there are different verity of movies and songs that are present for the comfort of the customer; else for the above mentioned facilities it also includes services such as satellite phones, power ACs, SMS and email facilities and related features. Evaluation Emirate is a full service experience; the experience of different people have stated different aspect of their travel; some feel that there are other airlines which provides better services; but other believes that there are many services at which Emirates Group has an edge. The people who fly frequently on Emirates find it to be a pleasurable experience; and most of the customers are much loyal to the company; if they travel once from Emirates they would prefer to travel from Emirates again. It is the 7th largest airline with almost 204 aircrafts and flies to more than 90 countries [Emi10]. Emirates have proved to be a beneficial airline and are in continuous process of improving its technology and services; entire teams are dedicated to improve the working of the service quality. Bibliography Wha14: , (What is hospitality, 2014), Pre14: , (Rorbert, 2014), Rob14: , (Rauch, 2014), Any10: , (Anynomous, 2010), Emi14: , (Emirates, 2014), Emi141: , (Emirates, 2014), Ara14: , (Business, 2014), Emi10: , (Emirates Review Overview, 2010), Read More