Academic literature on the topic 'Guest services'
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Journal articles on the topic "Guest services"
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Sari, Ika Fitri Kurnia, I. Gusti Agung Bagus Mataram, Dewa Made Suria Antara, and Ni Gusti Nyoman Suci Murni. "Analysis of service quality towards repeater guest satisfaction at The Samaya Seminyak." International Journal of Green Tourism Research and Applications 3, no. 1 (June 2, 2021): 15–20. http://dx.doi.org/10.31940/ijogtra.v3i1.2026.
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The purpose of this study was to determine how satisfied the repeater guest were with the performance of The Samaya Seminyak and to know indicators that had to be improved in order to increase the satisfaction of the repeater guest. The method used is Servqual Test and Important Performance Analysis as the tools to measure repeater guest satisfaction on the existing performance of The Samaya Seminyak. Data were collected from 75 questionnaires repeater guest. Measurement of repeater guest satisfaction was using the theory of 5 dimensions of service quality those are tangible, reliability, responsiveness, assurance, and empathy. The quality of service available at The Samaya Seminyak was unable to meet the quality of service desired by repeater guest. Analysis of service quality is resolved by Servqual test, where 10 out of 15 indicators produce negative gaps, and 5 indicators produce positive gaps. The services that need to be improved in order to increase the satisfaction of repeater guest are indicators of the accuracy and speed of the host and butler staff in providing services appropriately, the ability in providing services to the guests, the ability of the host and butler staff in understanding guests’ wishes quickly, host and butler staff initiative in providing assistance, and host and butler staff knowledge about the products offered.
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Galičić, Vlado, and Slobodan Ivanović. "USING THE “LEARN MODEL” TO RESOLVE GUEST COMPLAINTS." Tourism and hospitality management 14, no. 2 (2007): 241–50. http://dx.doi.org/10.20867/thm.14.2.3.
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The demands of guest in the hospitality industry and their satisfaction with the services they have consumed have become a prevailing competitive tool. Today, the guest as an individual is capable of damaging the reputation of a hospitality service provider by telling others of his/her experiences of the shortcoming of services rendered and consumed. Complaints against hospitality establishments are often calls of attention to the need for improving not only the overall process of preparing and rendering service or one of its parts but also the entire way operations are organised in a hospitality facility. What guests really mind and what causes customer-defection is an indolent and negligent attitude of a hospitality establishment towards guest complaints. In principle, complainants do not have a negative view of a specific hospitality facility and most guests do not make formal complaints. Instead, they choose to simply leave a facility when something is not to their liking, never to return, and turn to the competition. The purpose of this paper is to explain how the objections and formally expressed complaints of guests can be transformed into stronger loyalty towards a hospitality facility or specific type of service, because guests who have seen their claims resolved in a satisfactory manner are very likely to tell others of their experience. To this end, the paper focuses on the LEARN Model for resolving guest complaints against hospitality services.
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Laškarin, Marina. "Development of loyalty programmes in the hotel industry." Tourism and hospitality management 19, no. 1 (2013): 109–23. http://dx.doi.org/10.20867/thm.19.1.8.
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Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The idea of a loyalty programme is to strike a balance between what guests want and what is offered to them as a reward, and to find other programme partners whose services guests will also use. This paper will look at the basic tenets of loyalty programmes in the hotel industry, the methods of keeping records about guests, and the necessity of creating, structuring and managing guest databases. Design – Four main areas are discussed, namely: loyalty programme, loyalty cards, guest database, and value for guest. The structure of the paper follows this classification. Approach and methodology – The paper is theoretical; it provides review of previous research and gives novel insights into hotel loyalty programme. Various kinds of loyalty programmes are analysed with emphasis placed on loyalty programmes that have emerged based on the differentiation of guests with regard to price policies. This approach is regarded as a considerable contribution to further research into loyalty programmes in the hotel industry. Research findings and originality – While being a major precondition to guest loyalty towards a hospitality facility, guest satisfaction is not the only factor involved. Varying degrees of satisfaction and differing reactions to a specific service create discrepancies between less or more loyal guests regarding the same service or product. Research in this paper focuses on guest loyalty in the hotel industry, that is, on a long-term relationship based on loyalty and trust between a hotel and its guests. The paper’s basic hypothesis is accepted: Well-organized hotel loyalty programmes can help to create an improved approach to guests, from which will result a higher level of satisfaction with services rendered.
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So, Kevin Kam Fung, Karen L. Xie, and Jiang Wu. "Peer-to-peer accommodation services in the sharing economy." International Journal of Contemporary Hospitality Management 31, no. 8 (August 12, 2019): 3212–30. http://dx.doi.org/10.1108/ijchm-09-2018-0730.
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Purpose This study aims to focus on peer-to-peer accommodation services in the sharing economy. Adopting construal level theory as the theoretical foundation, this study investigates the main and interaction effects of social and spatial distances on guest loyalty toward peer-to-peer accommodation. Design/methodology/approach This study uses a secondary source of online observational data archived on Xiaozhu, a leading peer-to-peer accommodation sharing platform in China. It consists of 2,612 observations of 1,304 unique travelers who stayed at 559 listings managed by 281 hosts in four major metropolitan areas of China over four years from August 2012 to August 2016. Non-linear binary choice panel models of probability regressions were used to estimate the effects of psychological distances (social and spatial) between hosts and guests on the likelihood of repeat purchase. The software used for the econometric analyses is STATA 14. Findings The results indicate that social distance negatively affects guest loyalty toward the listing hosts, while spatial distance has a positive influence on guest loyalty. The results also show significant interactions between the two psychological distance dimensions in influencing loyalty. The findings provide important insight into the influences of psychological distances on travelers’ repeat purchase behavior toward peer-to-peer accommodation providers. Originality/value This study contributes to the literature by providing empirical evidence that supports the importance of psychological distances in forming a loyal relationship between hosts and guests in the peer-to-peer accommodation sector of the sharing economy.
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Zhang, Liangjie, and Raouf Boutaba. "Services computing [Guest Editorial]." China Communications 10, no. 9 (September 2013): ix—x. http://dx.doi.org/10.1109/cc.2013.6623498.
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Morvay Karakas, Klára. "Importance and impact of guest satisfaction." Applied Studies in Agribusiness and Commerce 8, no. 4 (December 29, 2014): 31–37. http://dx.doi.org/10.19041/apstract/2014/4/5.
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The service quality can be measured by the consumers’ satisfaction. Researchers assume that high quality satisfies the guests and satisfaction may increase their loyalty. The main goal of this article is to measure guest satisfaction and prove its positive impacts on Hungarian hotels’ performance. A comprehensive survey was made on the Hungarian wellness hotels in October 2012; the primary aim was to provide them suggestions to improve their quality on the base of guests’ feedback. A self-administered questionnaire were compiled and sent back by 815 respondents. The investigation examined the quality awareness, quality perception, guest satisfaction and the following behavioral intentions of domestic guests of spa hotels. It can be concluded that domestic guests are generally satisfied with the quality of services offered by Hungarian spa hotels. The message of this research is for hotel managers that the increase of guest satisfaction can be reached by the improvement of service quality, and not only with price discounts. It has been demonstrated that satisfaction is closely related to their willingness to return to the hotel, so it is an essential condition of loyalty.
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Worsfold, Kate, Ron Fisher, Ruth McPhail, Mark Francis, and Andrew Thomas. "Satisfaction, value and intention to return in hotels." International Journal of Contemporary Hospitality Management 28, no. 11 (November 14, 2016): 2570–88. http://dx.doi.org/10.1108/ijchm-04-2015-0195.
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Purpose This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are hotel workers’ job satisfaction, how job satisfaction impacts guests’ satisfaction with the service experience and with the physical attributes of the hotel and how these variables affect perceived value and intention to return. Design/methodology/approach Structural equation modeling is used to analyze data from a large global hotel chain. Findings Guest satisfaction with service and the physical attributes of the hotel differentially impact guest outcomes of intention to return and perceptions of value. Key findings are guest satisfaction with the physical attributes of a hotel is significantly more strongly linked to guests’ intention to return than is satisfaction with service received. Staff job satisfaction is significantly linked to guests being more satisfied with the service experience and their return intentions. Of all the factors directly contributing to guests’ return intentions, guest satisfaction with the physical attributes of the hotel was largest in impact. In contrast guest satisfaction with service is linked to guests’ perceptions of value, whereas satisfaction with the physical aspects is not significant. Guests’ perceptions of value do not impact intention to return. Research limitations/implications The research was conducted within one global hotel chain, which due to its cross-sectional nature may possibly be a limitation. However, its single organizational nature does not diminish the importance of the findings. Practical implications Hotel managers need to consider the importance of the physical attributes of properties in what has been largely a services-dominated debate. What guests value may not lead to repeat business. Originality/value Providing excellent customer service may not be the main motivation for return business. Also, holistic measures of guest satisfaction may not accurately measure what guests value. Perceived value is not a significant predictor of intention to return.
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Rajaguru, Rajesh, and Najmeh Hassanli. "The role of trip purpose and hotel star rating on guests’ satisfaction and WOM." International Journal of Contemporary Hospitality Management 30, no. 5 (May 14, 2018): 2268–86. http://dx.doi.org/10.1108/ijchm-01-2017-0044.
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PurposeThis paper aims to understand how guests’ trip purpose and hotel star rating influence the effects of the value for money perceived at hotels and service quality on guest satisfaction and word of mouth (WOM) recommendation.Design/methodology/approachUsing TripAdvisor, 25 Singaporean hotels were randomly selected for the study, which yielded hotel reviews from 2,040 respondents. Hierarchical and logistic regression analysis was conducted to investigate the relationships proposed in the study.FindingsResults indicate significant differences between leisure and business guests’ perception of value for money and service quality at hotels with various star ratings. While perceived value for money and service quality were found as significant predictors for both leisure and business guests’ satisfaction and WOM, the effects were moderated by the hotel star rating. Despite the significant effect of hotel star rating on guest satisfaction, the study found no significant relationships between hotel star rating and WOM for leisure and business guests.Practical implicationsThe findings suggest that managers in the hotel industry should understand the purpose of guests’ trip and offer services based on their expectations. As the star rating of a hotel creates certain expectations for both leisure and business guests, providing an appropriate level of services and assuring value for money in accordance with the hotel rating contributes to guest satisfaction and WOM recommendation.Originality/valueThis study contributes to the hospitality literature by investigating how hotel star rating moderates the relationship of value for money and service quality on leisure and business guests’ satisfaction and WOM recommendation.
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Sunarti, Sri. "MANAJEMEN PSIKOLOGI PELAYANAN DAN HOSPITALITY DALAM PENINGKATAN WISATAWAN MANCANEGARA." Tulisan Ilmiah Pariwisata (TULIP) 3, no. 1 (July 1, 2020): 35. http://dx.doi.org/10.31314/tulip.3.1.35-41.2020.
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The purpose of this study is to analyze the form of psychological management in service and hospitality to increase foreign tourists in love island tourism, Boalemo district, Gorontalo province. In this study, researchers used descriptive qualitative research methods. The results show that the existence of the hospitality industry has a positive impact on the growth of the number of foreign tourists and has an impact on increasing income for the people of Boalemo Regency. And quality services and according to guest needs can have an impact on guest satisfaction levels. The level of guest satisfaction with the quality of service provided is a comprehensive assessment of the superiority of a service related to facilities, services, and good employee responses, can give a good impression or experience for guests, so that it can create a sense of trust and loyalty.
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Keča, Karla, and Ivana Ivančić. "THE INFLUENCE OF THE OFFER OF ANIMATION PROGRAMS ON CUSTOMER SATISFACTION AND LOYALTY." DIEM: Dubrovnik International Economic Meeting 7, no. 1 (February 2022): 80–90. http://dx.doi.org/10.17818/diem/2022/1.9.
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Tourist animation is a combination of services and content aimed at improving the overall experience of the tourist service. The purpose of animation activities is to provide the guest with more than anticipated, to outperform guests’ expectations. The importance and significance of the added value that is provided to guests is increasingly emphasized. This paper was designed to overcome the deficit of research conducted in the field of tourist animation, especially the part related to the influence on customer satisfaction and loyalty. The main purpose of this research was to identify the factors of guest satisfaction that are positively related to the loyalty of guests in the hotel industry in the Republic of Croatia, through a review of the literature and the theory of guest satisfaction. Therefore, an empirical study was conducted in order to examine the impact of animation program offerings on guest satisfaction and loyalty from a manager’s perspective using a qualitative study. From the collected and analyzed data, it is possible to presume that the quality of animation programs, animators, and communication with the guest has a positive effect on guest satisfaction. Also, it has been found that the offer of animation programs affects the return and loyalty of guests. Based on the results obtained at the end of the paper, guidelines for further development in this area are proposed. The contribution of this paper is reflected in the acquisition of new knowledge regarding the impact of animation programs on guest satisfaction and loyalty, with an emphasis on the comprehensiveness of animation programs.
Dissertations / Theses on the topic "Guest services"
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Sikorska, Małgorzata, György Kocziszky, and P. G. Pererva. "Compliance service at guest services enterprises." Thesis, Полтавський університет економіки і торгівлі, 2017. http://repository.kpi.kharkov.ua/handle/KhPI-Press/33437.
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The modern enterprise is obliged to carry out a legitimate and civilized business, therefore management, understanding the importance and necessity of compliance units, provides them with sufficient manpower and adequate rights to receive information and documents. In practice, the need for compliance control is determined by corporate strategy.
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Sikorska, Małgorzata, Somosi Mariann Veres, and P. G. Pererva. "Kompleens service as a competitive advantage of the enterprise of guest services." Thesis, Харківський державний університет харчування та торгівлі, 2017. http://repository.kpi.kharkov.ua/handle/KhPI-Press/32824.
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In the process of improving the corporate governance system, the need for formation of the compliance unit is conditioned by the adoption of a corporate strategy. In particular, an effective compliance monitoring service, including compliance risk assessment, is important to achieve the strategic goals and objectives of the corporation (for example, when acquiring or selling a business, primary and subsequent floatation of shares and bonds in foreign capital markets, obtaining foreign loans, attraction of strategic foreign investors).
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Hensens, Wouter. "Hotel rating through guest feedback." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1631.
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Hotel rating refers to the process where the comfort and services of a hotel are assessed and classified, usually in five categories, using stars as symbols. Conventional hotel rating systems are generally operated by governments or independent parties. However, with the growth of social media and customer-review sites, guest review platforms became an important source of information. The main aim of this study is to establish whether guest feedback can determine hotel ratings more accurately than conventional methods and whether a social media platform such as TripAdvisor can provide the necessary data to do so. The customer-review website, TripAdvisor, has grown rapidly and made a strong impact on the tourism and hotel industry. This study identifies the nature of TripAdvisor, its reliability, how its ratings compare with conventional ratings, and what criteria are used in guest reviews on TripAdvisor when assessing the quality of a hotel. These findings were triangulated with findings from the conventional rating systems of the 11 destinations that were sampled for this study to identify the value of TripAdvisor. Two samples were taken from TripAdvisor of 110 and 33 hotels, respectively. From the latter, ten guest reviews were gathered and analysed per hotel, resulting in a total of 330 reviews that were analysed. The study’s findings indicate that TripAdvisor is the largest guest feedback platform for hotels and its data can be considered to be reliable. The TripAdvisor ratings were not connected to the conventional ratings of the sampled hotels. The criteria used in TripAdvisor reviews focused more on service delivery than on the objective tangible elements used in most hotel rating systems. The rich context found in most guest reviews makes the information presented on TripAdvisor valuable. There is no evidence that conventionalrating system controls are linked to the comments found in TripAdvisor reviews. The results facilitated the identification of the delight and frustration factors in services marketing for the hotel industry. A new theory to include guest feedback in hotel ratings is developed and proposed. The study further presents two future scenarios, the most likely one of which predicts the demise of conventional rating systems as a result of the success of guest feedback platforms such as TripAdvisor.
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Morganstein, Susanne R. "Guest satisfaction in a college food service setting /." Online version of thesis, 1994. http://hdl.handle.net/1850/11576.
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Zhang, Jin. "An investigation into guests' perceived service quality of the bed-and-breakfast and guest house market industry in the Nelson Mandela Bay area." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1087.
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The tourism and hospitality industry has made a meaningful contribution to the development of the South African economy. Not only the hotels, but also the demand for self-catering holiday properties such as guest houses and bed-and-breakfast (B&B) establishments is increasing which could boost the tourist industry. Moreover, the prospect of the self-catering holiday properties in South Africa is extremely positive, particularly when the country is given the opportunity to hold the 2010 FIFA World Cup. Thus, expectations and perceptions are significantly shaped and transformed by the prosperous environment. The self-catering holiday properties should provide the best possible service to international and domestic tourists and ensure that their needs are fully met. The general purpose of this study was to evaluate the service quality of guest houses and B&Bs in the Nelson Mandela Bay by comparing guests’ expectations and perceptions. The results of this study could assist the managers of guest house and B&B in improving its service performance to more effectively fulfil the needs of dynamic tourist market. The literature study provided an overview of tourism industry from the management and marketing perspectives, services marketing and a detailed discussion of service quality focusing on the nature of services, determinants of service quality and techniques for measuring service quality. The SERVQUAL model and its derivative, Lodging Quality Index (LQI), were adapted for measuring the guests’ perceived service quality in this research. ii The empirical data was collected by means of a survey, using a self-administered questionnaire distributed to guests who were staying at guest houses or B&Bs in the Nelson Mandela Bay identified in terms of convenience sampling. One hundred and five useable questionnaires were received. The empirical findings based on the perception-minus-expectation (P-E) gap analysis showed that the perception mean scores were consistently lower than the expectation mean scores. This implies that guests perceived service quality of guest house and B&B to be relatively low. It is recommended that the managers of guest houses and B&Bs should: {u10007A} uniform the employees; {u10007A} use every tool to figure out what the guest wants; {u10007A} establish specific working procedures and help employees to understand their job responsibilities and mangers’ expectations; {u10007A} invite suggestions of existing located facilities from guests, and move the inconvenient facilities if possible; {u10007A} employ a communication audit to evaluate the overall quality of the communication system by comparing communication objectives to actual performance; {u10007A} combine useful destination information from different sources and update them on the website frequently; and {u10007A} apply an attracting layout to build positive image.
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Bamporiki, Abdallah Seif. "The impact of internal communication on guest satisfication in hospitality establishments in Cape Town." Thesis, Cape Peninsula University of Technology, 2010. http://hdl.handle.net/20.500.11838/1592.
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Thesis (MTech (Tourism and Hospitality Management))--Cape Peninsula University of Technology, 2010Within the hospitality industry, where revenues are driven by guest satisfaction, service is a key to success. Internal communication plays a role that should be examined on how its performance affects guest satisfaction within hospitality. The purpose of this study is to determine if internal communication plays a role in guest satisfaction within hospitality establishments in Cape Town. The study found that sources (such as newsletters, magazines, books, journals and peers) emphasised importance of internal communication in hospitality organizations. This internal communication serves as a nerve centre of an organization. If one does not have a functioning internal communication system, one may lose guests. In addition, advanced internal communication solution forms a backbone of a wide range of guest services, and increases the guests’ motivation to stay. Cape Town, where hospitality and tourism is increasingly competitive and diverse, human resource management becomes more problematic. There should be channels of internal communication, which transmit messages across the organization’s structure. The guest’s review demonstrated that growth of hospitality organisation will be determined by its ability to deliver superior guest value and importance of understanding guest needs and expectation. The reason for growing emphasis on guest satisfaction is that satisfied guests lead to a stronger competitive positioning, resulting ultimately in loyal guests, increased market profitability. Management teams in Cape Town and hotel industry sectors are under increasing pressure to demonstrate that their services are guest-focused and that continuous performance improvement is being delivered. Internal communication research generates principles and strategies, which improve managerial performance, as internal communication acumen is essential to render success in a wide range of activities. Language proficiency, as well as what a manager says, and what a manager does, contributes to individual effectiveness. Furthermore, words and actions should be consistent and aligned so that they have maximum impact. Selected research findings regarding verbal internal communication and non-verbal internal communication as well as electronically are presented to demonstrate how wise internal communication choices can further managerial goals. In addition to using words effectively, managers in all functional areas can also increase their effect and improve their performance by applying results of research that are focused on internal communication. A self-administered questionnaire was compiled to collect data, and the study was based on 10 selected hotels within Cape Town and a great value is given to Cape Town business centre where most of tourism businesses held. Information was supplied by senior and junior managers from 4-5 star hotels and the final report combined results from the question about the role that internal communication plays in guest satisfaction within hospitality establishments in Cape Town by using an SPSS Program, while recommendations are also based on these findings. At this period of twenty one century, the technology is challenging organisational internal communication, it take major part in marketing and marketing research. The management are busy straggling with internal communication which they will never know exactly how much they perform without guest concert. They run to the Internet to research what the guests comment about their satisfaction of service they received. The guest reviews about hotel service industry emphasized the quality of service received within the hotel organization even if most of the hotels in Cape Town were too expensive as guest review recommended.
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Wang, Yi. "Dimensions of guest house service: perceptions of owners and expectations of business travellers." Thesis, Nelson Mandela Metropolitan University, 2005. http://hdl.handle.net/10948/d1006215.
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The need for successful management of a guest house in the increasingly competitive hospitality industry in South Africa, compels guest house owners to understand their customers’ needs and deliver service of acceptable quality. The objective of the research is to find out what business travellers expect from a guest house and how these expectations compare with the perceptions of guest house owners in Port Elizabeth. Conclusions drawn from this research would also benefit guest house owners in other parts of the country. A literature review was conducted to provide an understanding of the nature of service and the role “evidence of service” can play in the perception of quality. The empirical study aimed at comparing business travellers’ expectations of guest house service with guest house owners’ perceptions of their guests’ expectations. The empirical findings showed that business travellers deemed secure parking and professionalism of staff as the most important attributes, while guest house owners thought it would be friendliness of front desk staff and efficient handling of complaints. Moreover, both groups indicated that cleanliness of rooms and services performed by staff adequately the first time, were of particular importance. It was also found that the importance rating of the different service dimensions were not significantly influenced by the business travellers’ gender, managerial position, nights of stay or by the guest house grading. The study proposes that guest house owners continue to focus on strategies for training and developing competent employees, simplify the steps of service delivery and improve on the standards of the servcie to ensure that business facilities are in line with the expectations of business travelers.
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Bowman, Earle Lindel. "Empowerment : lip service or guest service /." Online version of thesis, 1993. http://hdl.handle.net/1850/12011.
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Yun, Seonhwa. "Assessment of guest satisfaction of service quality of the hotel." Online version, 2001. http://www.uwstout.edu/lib/thesis/2001/2001yuns.pdf.
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Bungeroth, Richard S. "Quality, service and ambience: measuring excellence and guest satisfaction within restaurants of Hermanus." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53565.
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Thesis (MBA)--Stellenbosch University, 2003.ENGLISH ABSTRACT: Quality, service and ambience are concepts synonymous with the restaurant industry. Whilst the importance of these, and the integral function they perform in ensuring guest satisfaction and ultimately the success of a restaurant can hardly be denied, how effectively these inextricable concepts have been integrated within restaurants of Hermanus is of particular interest to various stakeholders. In a recent article submitted to an impact study conducted by GHACT (Greater Hermanus Association for Commerce and Tourism) titled: "Restaurateurs and Other Catering Outlets - February 2002", the Chairman of the Restaurateurs Association of Hermanus stated: "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" The aim of this study project, originally commissioned by GHACT, is to contribute to GHACT's aim of stimulating commerce and tourism to Hermanus as part of their functions of core marketing, project development (impact studies), environment maintenance, and complaint resolution. A review of related literature as well as information gathered from 273 interviews, concerning 43 out of approximately 51 restaurants, forms the backdrop to this document. Definitions of key terms, investigation into previous empirical research, and identification of various excellence and guest satisfaction techniques, are the major focal points of this literature review. Four quality, service and ambience related assessments form part of the research, namely: 1) industry consistency in dealing with seasonality; 2) competitiveness between six specific restaurants; 3) tourist versus resident perceptions of restaurant excellence; and 4) individual restaurant excellence development areas. It was concluded that, although consistency throughout 2002 does not appear to be a concern for the Hermanus restaurant industry, the actual levels of quality, service and ambience offered by certain restaurants are below an acceptable standard. The Quality Matrix intervention presented in Chapter 5 integrates the tangible and intangible product and service standards essential for service excellence and guest satisfaction within all restaurants of Hermanus.
AFRIKAANSE OPSOMMING: Kwaliteit, diens en atmosfeer is konsepte wat sinoniem is met die restaurantbedryf. Alhoewel die belangrikheid van hierdie konsepte sentraal is om tevredenheid by gebruikers te verseker en uiteindelik om sukses te bepaal, is dit ook belangrik vir belanghebbendes om te sien hoe effektief hierdie konsepte in die restaurantbedryf van Hermanus ingeburger is. In 'n onlangse artikel deur GHACT (Greater Hermanus Association for Commerce and Tourism), getiteld: "Restauranteurs and Other Catering Outlets - February 2002", sê die voorsitter van die Restauranteurs Assosiasie van Hermanus dat "Restaurateurs usually are very impulsive individual personalities, working long hours - they do not comply with regulations; do their own thing and do not plan their strategies for the future - seat of the pants. We urgently need to start managing and policing our industry similar to accommodation establishments (e.g.... cleanliness, quality control and star ratings.)" Hierdie projek is deur GHAT aangepak in 'n poging om toerisme en koophandel in Hermanus te stimuleer deur impak studies, bemarking, omgewingsbeheer en klagte oplossing. 'n Oorsig van soortgelyke literatuur sowel as informasie wat versamel is van 273 onderhoude met betrekking tot 43 restaurante vorm die agtergrond van hierdie dokument. Die fokuspunt van hierdie literatuuroorsig was om die kern begrippe te definiëer, die bevindings van ander empiriese navorsing te analiseer, en tegnieke wat uitstaande diens en tevredenheid by gebruikers te verseker, te ondersoek. Vier kwaliteit, diens en atmosfeer verwante evalueringsareas vorm deel van die ondersoek, naamlik: 1) die eenvormigheid van die industrie in die hantering van seisoensverandering; 2) mededinging tussen ses spesifieke restaurante; 3) toeriste se persepsie teenoor die plaaslike inwoners se persepsie van restaurant kwaliteit en 4) individuele restaurant ontwikkelings areas. Alle gevolgtrekkings wat gemaak is in hierdie dokument is gebaseer op die bevindings van bogenoemde toetse. Daar is tot die gevolgtrekking gekom dat alhoewel betroubaarheid nie 'n probleem blyk te wees vir die Hermanus restaurantbedryf nie, werklike kwaliteit, diensvlakke en atmosfeer deur sekere restaurante aangebied, wel onder aanvaarbare standaarde was. Die kwaliteitsmatriks voorgestel in Hoofstuk 5 integreer die tasbare en ontasbare produk en noodsaaklike standaarde vir kwaliteit diens en tevredenheid by gebruikers by al die restaurante in Hermanus.
Books on the topic "Guest services"
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Service: Managing the guest experience. New York, N.Y: Chain Store Pub., 1988.
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P, Heaton Cherrill, ed. Managing the guest experience in hospitality. Albany, NY: Delmar/Thomson Learning, 2000.
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Institute, Disney. Be our guest: Perfecting the art of customer service. New York: Disney Editions, 2011.
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Sturman, Michael C. (Michael Craig) and Heaton Cherrill P, eds. Managing quality service in hospitality: How organizations achieve excellence in the guest experience. Clifton Park, N.Y: Delmar, Cengage Learning, 2012.
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Mozhaeva, Nina, and Galina Rybachek. Hotel service. ru: INFRA-M Academic Publishing LLC., 2020. http://dx.doi.org/10.12737/1041498.
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Address practical issues within professional modules: "Organization of services of reservation of hotel services", "Organization of activity of service reception and check out," and "the Organization of guest service in the process of living". In annexes 1-4 lists the requirements for hotels, hotel rooms for personnel and qualification requirements for workers in the tourism industry.
Meets the requirements of Federal state educational standards of secondary professional education of the last generation.
For students of educational institutions of secondary vocational education, students majoring in 43.02.11 "room service."
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Ive, Josephine. Achieving excellence in guest service. Elsternwick, Victoria: Hospitality Press, 2000.
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Martin, William B. Quality customer service: The art of treating customers as guests. 2nd ed. Los Altos, Calif: Crisp Publications, 1989.
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Martin, William B. Quality customer service: The art of treating customers as guests. Los Altos, Calif: Crisp Publications, 1987.
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Shitov, Viktor. The art of hospitality. ru: INFRA-M Academic Publishing LLC., 2021. http://dx.doi.org/10.12737/1016654.
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The textbook describes the basics of the art and culture of hospitality, hospitality as part of modern business, modern models of hospitality, hospitality as a component of everyday life, hospitality in everyday life, the technology of meeting and greeting guests, the rules of greeting in the premises, on the street, the norms and rules of professional behavior and business etiquette, the basics of departmental etiquette, relations in professional activities, communication by phone, methods of holding various events, presentations and receptions, culinary art of different peoples and much more.
Nine practical works are described in detail, as well as independent work in the study of the discipline of MDK. 01.01 "The art of hospitality".
For students of secondary vocational education institutions. It can be used when mastering the module PM. 01 "Management of household management" for the specialty 43.02.08 "Service of household and communal services".
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Guest-based marketing: How to increase restaurant sales without breaking your budget. New York: J. Wiley, 1997.
Find full textBook chapters on the topic "Guest services"
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Chan, Irene Cheng Chu, Jing Ma, Huiyue Ye, and Rob Law. "A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews." In Information and Communication Technologies in Tourism 2021, 549–56. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_52.
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AbstractThis paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these online reviews. The results show that the core dimensions of guest experiences at luxury hotels include services, room quality and settings, hotel facilities, dining, location, and environment. These core dimensions do not change regardless of the period before or during the pandemic. However, guests have higher expectations on hotel services such as late check-out and delivery service of takeaway during the pandemic. Online reviews amid-pandemic also contain words related to pandemic prevention and control measures, such as guest traffic and body temperature. Suggestions on operations and management are provided for hotel practitioners to improve their services during the critical period.
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Mohd Salleh, Mohammad Zaim, Aini Mat Said, Elistina Abu Bakar, Azmi Mat, and Ainunnazlee Mohd Ali. "Determining Income Differences Among Hotel Guest Towards Dissatisfaction with Hotel Services in Kuala Lumpur." In Regional Conference on Science, Technology and Social Sciences (RCSTSS 2014), 825–33. Singapore: Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-1458-1_75.
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Brylska, Patrycja, Cihan Cobanoglu, and Seden Dogan. "Users Versus Non-users: The Impact of Experience on Hotel Guests’ Attitudes Towards Service Robots in Hotels." In Information and Communication Technologies in Tourism 2022, 55–66. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94751-4_5.
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AbstractThe use of robotics and artificial intelligence have created a shift in the ways the service-based hospitality and tourism industry can fulfill the needs and wants of consumers that were earlier fulfilled only by humans. Robots have added the automation and self-service experience that play a vital role in the improvements of efficiency, speed, and the overall experience for the guests using technology. While there are many benefits of using robots in the industry, there are also risks associated with the excessive usage of robots on guest experience. As a result of the pros and cons on the topic, it is very important to gather data and analyze the results to further investigate and understand what the outcomes will be for the industry, its employees, and its customers. The purpose of this study is to examine the perceptions of the use of robots in the hotels as perceived by hotel guests who used a service robot and who did not. A self-administered survey was developed, and 939 usable responses were collected from hotel guests. Factor analysis showed that five factors emerged in the study: Advantages, Attitudes, Disadvantages, Pandemic Related, and Fear. Guests recognize the opportunities that service robots are bringing to their experience while voicing their concerns and fears about the use of them. Findings also showed that there are significant differences between users and non-users.
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Rezai, Sara, and Elif Keskiner. "Activating Social Capital: Steep Mobility of Descendants of Turkish Immigrants at the Top of the Corporate Business Sector." In IMISCOE Research Series, 139–57. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94972-3_7.
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AbstractThis qualitative study on steep social mobility is based on interviews with descendants of guest-worker immigrants from Turkey. They currently work in highly prestigious positions in the field of professional business services in the Netherlands. The majority of studies on social capital and career mobility is based on quantitative methods which makes it difficult to gain insight into its mechanisms. In line with Lin (Annu Rev Sociol 25:467–487, 1999) and Smith (Am J Sociol 111:1–57, 2005) the current article makes the distinction between the access to and the activation of social capital. By explaining how the professional characteristics of the social climbers triggered their network connections to become ‘donors’ (Portes A, Annu Rev Sociol 24:1–24, 1998), we attempt to shed light on the mechanisms of social capital activation. For this claim we apply the concepts of ‘likeability’ and ‘reliability’. Furthermore, we categorize two types of donors that have emerged from our data: ‘ambassadors’ and ‘coaches’. By comprehending how the descendants of migrants activated their social capital, this article gives insight into the mechanisms of their steep social mobility, and it deepens our understanding of the relation between social capital and career mobility.
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D’Acunto, David, and Serena Volo. "Cultural Traits in the Consumption of Luxury Hotel Services." In Information and Communication Technologies in Tourism 2021, 269–79. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_24.
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AbstractThis study investigates luxury hotel guests’ online reviews to explore how ratings, language and sentiment differ according to guests’ culture of origin. The study considers three large cultural groups (Asian, North American, and European) examining hotel guests in their reviews to identify the most recurring themes in association with luxury tourism.The study uses automated text analysis to explore 16,415 hotel reviews from 22 luxury hotel brands belonging to nine global hotel chains located across six European cities over a period of 10 years. In particular, this exploratory study combines LIWC, Leximancer and SPSS analytic tools to shed light on: i) the extent luxury hotel guests’ reviews vary in terms of rating, language metrics and sentiment according to reviewers’ culture of origin; ii) the main themes of luxury hotel service discussed by guests, of different cultures of origin, in their reviews.The main findings reveal that Asians guests are particularly analytical when reviewing online and are the less satisfied about their stays in luxury hotels in Europe. North Americans are the most satisfied luxury hotel guests; however, their reviews show low level of sentiment descriptions. Instead, Europeans embed more sentiment when posting a review. The three cultures examined also tend to associate luxury to different attributes.
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Bagchi, Shubhojit, Jiachen He, Christopher Yan Fun Chen, Min Zhang, and Abhishek Bhati. "Creating Excellent Guest Experiences: Servicescape and Processes." In Service Excellence in Tourism and Hospitality, 27–39. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-57694-3_3.
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Buhalis, Dimitrios, and Iuliia Moldavska. "In-room Voice-Based AI Digital Assistants Transforming On-Site Hotel Services and Guests’ Experiences." In Information and Communication Technologies in Tourism 2021, 30–44. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_3.
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AbstractVoice-based artificial intelligence (AI) devices transform human-computer bidirectional interactions with new touchpoints. Despite the recent release of purpose-developed in-room voice assistants for hotels, they have not been widely deployed by hospitality companies. There is limited research on the phenomenon of voice-based digital assistants and a research gap in their adoption by hotels for automating workflows and enhancing guests’ experiences. This study analysed the role of voice devices for mediating interactions between hotels and guests from both the hospitality technology providers’ and guests’ perspectives. This was done by the means of inductive qualitative research using 28 semi-structured interviews. The findings revealed that benefits associated with the application of voice-based digital assistants in hospitality outweigh the drawbacks for both hotels and guests. The paper proposes a model which illustrates the essence of speech-based interactions between hotels and guests via voice assistants. This concept contributes to human-computer interactions in the hotel industry.
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Susskind, Alex M., and Anthony Viccari. "4. A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests." In The Next Frontier of Restaurant Management, edited by Alex M. Susskind and Mark Maynard, 79–91. Ithaca, NY: Cornell University Press, 2019. http://dx.doi.org/10.7591/9781501736520-008.
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Shen, Ye. "Understanding Hotel Employees’ and Guests’ Perceptions of Smart Hotels Using Q Methodology." In Information and Communication Technologies in Tourism 2022, 412–16. Cham: Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-030-94751-4_37.
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AbstractNowadays, hotels are adopting high technologies to improve the quality of their facilities and services to build competitive advantages. Although smart hotels are an emerging trend, no known studies have investigated hotel employees’ and guests’ perceptions of this kind of hotel. This research will investigate how hotel employees and guests perceive the benefits and drawbacks of smart hotels using Q methodology.
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Wu, Yingjie, Sisi Zhong, and Xiaodong Wang. "Guess-Answer: Protecting Location Privacy in Location Based Services." In Advances in Intelligent and Soft Computing, 465–74. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-25661-5_59.
Full textConference papers on the topic "Guest services"
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Karadakova, Irina. "ACHIEVING CUSTOMER LOYALTY THROUGH A HOTEL BRAND DIFFERENTIATION." In TOURISM AND CONNECTIVITY 2020. University publishing house "Science and Economics", University of Economics - Varna, 2020. http://dx.doi.org/10.36997/tc2020.423.
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Understanding the hotel guests' needs and providing a hospitality service that delivers on their expectations is crucial for achieving guest satisfaction and - eventually - for creating customer loyalty. This is why the hotel operators, along with their constant efforts to deliver consistent services by unifying the operating standards and procedures, also try to know their guests better, so that they can align their services with the guest's preferences and deliver more personalized experience. This is why the major hotel operators develop portfolios of various hotel brands, positioning them to different market segments and thus targeting travelers with specific needs. However, in the modern world the guest expectations are not just of a nice experience. Nowadays the hotel guests are more and more interested in the way the hotel operators do their business. They follow their words and actions and expect that the brand shares (or at least aligns with) the client's personal values. But these expectations also present an opportunity for the hoteliers to establish a long-lasting, authentic relationships with the client. Also, by aligning their behavior and brand purposes with the guest expectations, the hoteliers are now able to build a collective sense of brand belonging with their clients.
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Awang Razli, Izyanti, Mohd Noor Ismawi Ismail, Sharifah Damiah Husna Syed Amir Shah, and Hanisah Ismail. "A NETNOGRAPHY EXAMINATION OF TRIPADVISOR REVIEWS: A CASE STUDY OF THE ST REGIS HOTEL KUALA LUMPUR." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.042.
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There has been a growing reliance on consumer generated content as a source of knowledge for hospitality product decision-making. People post their views, ratings, and reviews of products and services on such platforms, and companies and research organizations are interested in analyzing and extracting all of the comments. It is critical for hotels to take advantage of online customer review information in order to better understand their customers and enhance hotel efficiency. However, analyzing guest reviews is challenging as it contains abundance of data. Using The St Regis Kuala Lumpur as a case study, the objective of the paper is to profile the hotel online reviews using a Netnography approach, identify the hotel attributes that guest comment based on the hotel online reviews and examine the guest satisfaction attitude based on the hotel online reviews. A total of 388 reviews from TripAdvisor were collected. The findings revealed that most of the hotel guests who left comments were international tourists, and couples. Many of whom left excellent ratings for the hotel. The findings show there are nine attributes that are frequently mentioned namely, amenities, location, price, service, cleanliness, food and beverages, hotel and room environment. The results also show that guests left both positive and negative reviews in few common categories such as hotel cleanliness, hotel environment and amenities. Among all the attributes mentioned, satisfied guests tended to leave positive comments for things like hotel cleanliness, hotel and room environment, while dissatisfied guests emphasised the amenities or the lack thereof. The findings of this study make several theoretical and managerial inferences with regards to identifying hotel attributes that contribute to guest satisfaction and improves the understanding of what satisfies and dissatisfies guests from the comments left by the guests on TripAdvisor. The paper concludes with limitations and suggests future research.
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Hale, Kyle C., Lei Xia, and Peter A. Dinda. "Shifting GEARS to enable guest-context virtual services." In the 9th international conference. New York, New York, USA: ACM Press, 2012. http://dx.doi.org/10.1145/2371536.2371542.
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Sodhi, Balwinder, and T. V. Prabhakar. "Cloud Platforms: Impact on Guest Application Quality Attributes." In 2012 IEEE Asia-Pacific Services Computing Conference (APSCC). IEEE, 2012. http://dx.doi.org/10.1109/apscc.2012.22.
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Santi Diwyarthi, Ni Desak, Nyoman Mas Wiartha, Putu Prabawati, and I. Wayan Pratama. "Quality of Homestay Services towards Guest Satisfaction in Kalibukbuk Village, Buleleng Regency, Bali." In Proceedings of the 1st Padjadjaran Communication Conference Series, PCCS 2019, 9 October 2019, Bandung, West Java, Indonesia. EAI, 2020. http://dx.doi.org/10.4108/eai.9-10-2019.2291146.
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Sugimoto, Hiroki, Kenichi Kourai, and Saneyasu Yamaguchi. "Host OS page cache hit ratio improvement based on guest OS page drop." In iiWAS '15: The 17th International Conference on Information Integration and Web-based Application & Services. New York, NY, USA: ACM, 2015. http://dx.doi.org/10.1145/2837185.2837267.
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Dusaev, R., and R. Tumanov. "НЕКОТОРЫЕ ПРАВОВЫЕ АСПЕКТЫ ИСПОЛЬЗОВАНИЯ ГОСТЕВЫХ ДОМОВ В СЕЛЬСКОМ ТУРИЗМЕ РЕСПУБЛИКИ КАРЕЛИЯ." In Perspektivy social`no-ekonomicheskogo razvitiia prigranichnyh regionov 2019. Институт экономики - обособленное подразделение Федерального исследовательского центра "Карельский научный центр Российской академии наук", 2019. http://dx.doi.org/10.36867/br.2019.36.84.015.
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В статье рассматриваются некоторые правовые проблемы, связанные с использованием гостевых домов их собственниками и иными законными владельцами с целью оказания услуг в области сельского туризма. Автором проанализированы различные варианты легализации гражданских правоотношений между туристами и владельцами таких домов, рассмотрены их преимущества и, возможные недостатки. Сделан вывод о том, что наиболее приемлемым вариантом оказания туристких услуг непосредственно самим владельцем гостевого дома является государственная регистрация в качестве индивидуального предпринимателя. The article deals with some legal problems associated with the use of guest houses by their owners in order to provide services in the field of rural tourism. The author analyzes various options of legalization of legal relations between tourists and owners of such houses, considers their advantages and possible disadvantages. It is concluded that the most appropriate option for the provision of tourist services directly by the owner of the guest house is the state registration as an individual entrepreneur.
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Ramsina, Snezhana. "Integration of Public and Private Aspects in Business Models 4.0 of the Tourism Market." In The Public/Private in Modern Civilization, the 22nd Russian Scientific-Practical Conference (with international participation) (Yekaterinburg, April 16-17, 2020). Liberal Arts University – University for Humanities, Yekaterinburg, 2020. http://dx.doi.org/10.35853/ufh-public/private-2020-58.
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The current digital opportunities that have spawned the upgrade of the business versions of tourism and hospitality have been actualised due to the hard-to-predict pandemic nature of the COVID-19 coronavirus threat and travel bans. In Business Model 4.0. the usual forms of the relationship between the public (institutional) and the private, individual in tourism and hospitality are transformed. Research objective: to characterise the integration capabilities of automated (AI-based) travel industry business processes that personalise the tourism offers to the needs and preferences of travel lers and guests. The value-based marketing 4.0 approach, supplemented by structural, network and functional approaches to the analysis of the structure, multi-level, dynamics of commercial opportunities, consumer value of business models of organisation and the implementation of tourism products, allowed the integration possibilities of Internet services in satisfying individualised consumer demands to be satisfied. Soft culture blurs the boundaries between the public and the personal, making actors’ informational behaviour transparent, transforming existing business strategies, and giving rise to ‘mass individuality’ in tourism and hospitality. The forms of correlation between the public (group, communal) and the private, individual in the practice of tourist services at all stages of a tourist trip or guest visits to HoReCa enterprises change under the influence of BigData technologies regarding operational processes; modelling and forecasting strategies; horizontal and vertical integration. The marketplace is won by those who practise personalisation, customisation and marketing authenticity of the market offer distributed on the P2P network. The basis of a stable competitive advantage of a company able to create a unique customer value in the tourism and hospitality market is represented by predictive or prognostic analytics of big data and smart technologies.
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Stefani, Sarah Febe, and Deddy Priatmodjo K. "TURNAROUND MANAGEMENT THROUGH BUSINESS PROCESS RE-ENGINEERING FOR SBH HOTEL, BANDUNG, INDONESIA." In GLOBAL TOURISM CONFERENCE 2021. PENERBIT UMT, 2021. http://dx.doi.org/10.46754/gtc.2021.11.029.
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The fact that no company is immune to distress is indicates that business perform in a similar fashion to products. A company’s failures or a passive reaction towards handling the decline would cause the company to end up in crisis. SBH Hotel has seen a continuous decline in occupancy rates from 2016 to 2019 from 70% to 51% and 27% after the COVID-19 pandemic hit. The hotel’s sluggish reaction towards increasing competition and small improvements in management since its establishment in 1998, were not good enough to help them rebound and led them into their present crisis. Turnaround management that has been known to be the best strategy to save a company in crisis, is the proposed solution that this research paper recommends. The financial data collected, interviews and this researcher’s observations in the gathering of the data and the use of International Turnaround Management Standard framework by Lymbersky will be applied in a bid to resolve the hotel’s crisis. The International Turnaround Management Standard framework by Lymbersky was chosen as a solution due to its thorough coverage which makes it the suitable framework for the turnaround process. The framework covers areas which include, financial strategies, operational and others that the hotel needs to consider. Business process re-engineering will also help this researcher to determine the change in management processes that are required when developing the hotel’s turnaround management action plan. This research paper will be a development from previous research regard its marketing strategy. Turnaround management will be done through Business Process Reengineering as a rethinking and redesign process. SBH Hotel expected to perform with better management process and provide customer with higher quality of services and products. SBH Hotel ability in earning outstanding guests’ experience brought hotel more guest loyalty and help the hotel remain profitable.
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Starc Peceny, Urška, and Tomi Ilijaš. "Customising Tourism Experiences with Use of Advanced Technologies, Example of Collaboration Impact Token and Digital Online Tourist Identity." In Turizem 4.0 in znanost. University of Maribor Press, 2021. http://dx.doi.org/10.18690/978-961-286-515-3.1.
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Nowadays, data on tourist profiles are created by large platforms that exchange and trade the collected data with each other without sharing it with service providers (hotels, restaurants, etc.). Providers are thus increasingly becoming mere "executors" and cannot devote themselves to the guest as they once did. Using the example of Collaboration Impact Token and Digital Online Tourist Identity, the article suggests the development of a sys-tem with use of key enabling technologies from Industry 4.0 that will offer guests a personalised service, re-ward them for positive behavior if they are contributing to the positive effects of tourism and redirect them on less burdened areas with the aim to offer a significantly better tourist experience and the development of more balanced sustainable development.