This paper will focus on customer satisfaction within the hotel industry and the effects that culture and ethnic background has on how customers perceive their stay. This research and its conclusions will be directly related to the hospitality industry and the organisation which is being studied…
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The paper tells that tourism and hospitality are two economically important and interconnected industries that have a number of interconnected professions, such as customer service, cleaning, maintenance and cooking. Tourism is the process of a person travelling to a place that is not their usual environment and staying there for a period of more than one day, but less than a year. People travel for a range of different reasons, including business and pleasure, and because of this they have different objectives and desires. Some travellers have a lot of time, and like things to be relaxed and easy-going. Others, such as businessmen, are much shorter on time, and require fast and efficient service. Many people will travel from one side of the world to another, or will travel many times within a short period of time. Tourism has been a rapidly growing industry, driven by increases in the ability to travel and the prevalence of people with disposable incomes. The hospitality industry works to provide accommodation to both tourists and locals, and are places where are wide range of different cultures and expectations meet and interact. Hotels often become a hub for such interactions, and both staff and managers must deal with the myriad of wants and needs that arise from these different cultures. Because of the prevalence of travelling, hotels are an important part of the hospitality industry, and they provide people with a place to stay when they are far away from home. The hotel industry is a competitive environment, and because of this, hotels must work not only to attract new customers but also to retain the ones that they do have (Dominici and Guzzo, 2010). There are many hotels for guests to choose from, and many make decisions based on past experience or recommendations from people that they trust. Customer satisfaction is an important component of this. Guests who consider that their overall experience at the hotel was a positive one are more likely to return than those who were disappointed in their stay. Consequently, customer satisfaction is an important aspect of the hotel industry, and is part of the business philosophy for most hotels (Abbasi et al., 2010). Companies that have the ability to recognize and predict what their customers will need have a competitive advantage within the market (Hayes, 2008). The interaction between staff and guests is strongly related to customer satisfaction (Gallarza and Saura, 2006). This research will focus on customer satisfaction within the hotel industry and the effects that culture and ethnic background has on how customers perceive their stay. This will be done using a case study on the Hilton hotel to examine the way in which guests from different cultural and ethnical backgrounds are treated during their stay, and to what extent their needs and expectations are met. This research and its conclusions will be directly related to the hospitality industry and the organisation which is being studied. It will help to identify areas where difference between cultures are resulting in decreases in customer service and will allow recommendations to be given as to what can be improved. This is an important area of research, especially in modern times, where the economy is struggling. Both quantitative and qualitative research methods will be used to meet the objectives of this study. In both cases, this will be primary research as this allows for accurate and time sensitive data to be collected. The quantitative method that will be used is surveys. These are beneficial as they can be distributed to a large number of people and thus can obtain a representative sample of the population (Keeter et al., 2000). Studies have shown that surveys often have a low return rate due to the respondents being short on time (Kaner et al., 1998). Consequently, a multiple-choice questionnaire will be used, and the number
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(Research Method for Hospitality and Tourism Assessment: A Case Study Essay)
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In my research, I tried to find many news articles where any news of Hilton’s failed plans was reported but my efforts were all in vain. It is surprising to note that each time Hilton comes out as a winner in almost each one of its venture.
Recruitment and Retention of the workforce 9 b. Well being and Happiness at work 10 Analysis and critical evaluation of issues and practices 12 Research Method 12 Method of Data Collection 13 Research Analysis 13 Recommendations 16 Conclusion 17 Reference 19 Appendix 20 Questionnaire 20 Questionnaire 20 a.
It is understood that, without scientific research humanity would have been deficient of privileges that we take for granted like the cure of small pox, malaria and even the comfort of using a wireless tablet in a flying plane. In Tourism and Hospitality, research is a key component in evolvement of theory, advancement of new viewpoints as well as creation of antithesis for existing paradigms.
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.
Finally, it can be recommended that the proper use of the marketing tools can help Hilton Hotels a lot to touch the sky and become the leader in the hospitality industry along with increasing its market share. Advertising and sales promotion of Hilton Hotels is not up to the mark as per its desired standards.
This is an example of a performing company. Joe, the General Manager comprehends that impression and attitudes of employees are crucial things that hotels rely on to achieve success. They form the driving force behind customer satisfaction. Hotel staffs need to understand the importance of eye contact and must welcome visitors with a great smile as well as greet guests.
Moreover, by promoting or marketing a specific product or service, the organisation might create awareness of its features within its target customers, resulting in amplification of its brand value and equity in the market (Williams & Page, 2008). However, the aspects and ideas of marketing or promotion have been changing at a rapid speed due to the alternating demands of the customers.
In order to improve the quality of customer/employee interaction, state of the art training facilities must be provided to the employees to ensure high levels of professional competency (Siguaw & Enz, 2000). Training and development of human resources is important for destinations wishing to remain competitive in the world travel market.
as many leading hospitality organisations like Hilton hotels, Marriott international, Intercontinental and many other four or five stars hotels, serving the international and domestic travellers with higher quality and support. It has been observed that the firms are providing
The organization communicates with clients who are frequent travelers about their needs. Communication helps Westward Hilton to improve because they put the systems in respect to customers demand. The inquiry also makes customers to feel part of the organization and give them a sense of returning to the hotel.
2 Pages(500 words)Case Study
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