Performance Evaluation and Competition Benchmarking: Palomar Hotel and The Monaco Hotel - Research Paper Example

Performance Evaluation and Competition Benchmarking ID Performance Evaluation and Competition Benchmarking Palomar Hotel Palomar hotel provides the same services in the hotel industry as its competitor Monaco hotel. In quest to identify the services provided by the hotel, the data collected represented the staff employed to provide services, the room cleanliness, the bathrooms, the beds among other aspects. Most of the customers valued these most and they seemed to have an impact on the level of satisfaction of the customers more compared to the others. The use of the system in relation to gathering, review and understanding of guest experiences provides results that are more reliable (Guest Feedback Suite- Revinate, n.d). Revinate as a secondary data that holds information from third parties with most social media reviews including trip advisor, yelp, expedia and others. The data was collected through the consideration of Palomar hotel and the categorization of information in different fields such as the rooms, the bathroom, bed and others. Determination of the positive, neutral and the negative results provide a specific result as desired. Scatter diagram showing the level of satisfaction of customers to staff, room cleanliness and bathrooms. The horizontal axis indicates the side that the customer’s performance levels get weighed on while the vertical axis represents the customers that showed satisfaction, dissatisfaction and neutrality in the service performances. Through the same, the competition for the business class is stiff between the two hotels and so the maintenance of the customers and the levels of improvement will determine how the retention aspect plays in keeping each participant in the market. Question Two The level of performance in service terms of Palomar Hotel is poor. The staff weighed in low on their service delivery and the customers were much satisfied by the cleanliness of the rooms and the bathrooms. The staff that the hotel has employed remains unsatisfying to the customers. Question Three The areas of strengths that the Palomar hotel has are in their room cleanliness and their bathrooms. The areas that need improvement include the areas of staff majorly. In the hotel business, the staff matter much and if their efforts and work does not much the expectations of the customers then the business gets affected. It is therefore wise for the hotel to consider reviewing their staff to ensure that the required quality of staff work in the hotel. The staff proves vital due to the fact that the better skilled the staff the more customer satisfaction achieved that could lead to more business and hence improved performance of the business. Question Four The level of staff has a huge impact on the customers in the business class. The consideration of the staff relates that of all the business people asked; only three seemed satisfied with the staff and four were unsatisfied with one neutral customer. The level of satisfaction of the customer affects the business class in various ways that include the consideration of competitor options to obtain satisfaction. The poor the staff, the poor the service delivery and the more negative the business is affected. The travelling class is also much affected by the satisfaction levels that the staff. This shows that the area of staff is wanting improvement for the hotel to manage the competition posed by Monaco Hotel. Competitor Question One The Monaco hotel San Francisco offers services to a wide range of people that is to couples, family, business, groups and others. The hotel offers their services to different classes of people and that way they attract more revenues compared to the Palomar Hotel. The services of this hotel have proven to satisfy their customers based on a number of aspects that have highlighted their service. The staff, room cleanliness and bathrooms standout most with many of the customers satisfied with the service. The satisfaction levels of the customers show the standard of the services and their influence of customers to their end through service delivery. Through these, the Monaco Hotel is sin position to stay ahead of the competition. Scatter diagram showing the level of satisfaction of customers to staff, room cleanliness and bathrooms. The horizontal axis represents the data that shows the performance levels and their satisfaction scores based on data collected from the customers while the vertical axis shows the number of customers that responded satisfied, dissatisfied or neutral. Considering the above the business class that is the major target of the business is positive and satisfied about the services in relation to room cleanliness. Question Two The competition between the two hotels is evident through the kind of services they offer and the people they attract as customers. The nature of their customers relates which relates their target market and hence the best in the market wins the most of the customers. The target market majorly concentrates on the business class and those that travel. Through these, the hotels find themselves in a position of competition that would otherwise look unfamiliar if they did not share the target market. The two hotels now have to compete for the limited number of business people and travelers with the improvement of the nature of services marking the way for attracting customers. The values that the Monaco hotel is employing spread from the hiring of a competent human resource team that has the necessary experience in customer care and service delivery. The nature of response in relation to staff shows that the customers are more comfortable with the services offered by the staff of Monaco Hotel compared to that offered by the staff of Palomar Hotel. Question Three The collection of data in relation to the two hotels aimed at identifying the level of satisfaction derived from the staff, the cleanliness of the rooms, the bathrooms, beds, the condition of the amenities, cleanliness of other places such as the lobby and the hallway. The data showed that a large number of their target market that is the business class proved satisfied with the room cleanliness and were satisfied with the staff services compared to those of the competitor. The bathrooms weighed in balance with satisfied customers still over weighing the unsatisfied ones. The beds were satisfying to the business class and based on the data collected the beds look to accommodate single people or a pair that is willing to share such as a couple. The business class is more satisfied with the services offered by the Monaco hotel and proves the difference that the hotel has caused in the market. Comparing to other class of customers, the couples followed in satisfaction with most satisfied with the bathrooms of the hotel. Through the data collection process, the developments of data showed indicated that the aspects of the staff, the cleanliness of the room, the bathrooms and the beds weighed in more in determining the customer’s satisfaction with the level of services provided by the hotel. Basing on the reviews of the housekeeping of the Monaco hotel, the level of service performance of the Palomar hotel is poor. The level of service performance is based on a number of factors that include the staff, the cleanliness levels maintained, the bathrooms, beds among other items. The staff plays a major role in ensuring that customer satisfaction is derived from the service offered. The staff part needs improvement if Palomar Hotel is to perform better in service delivery. The areas of strength that the Monaco hotel has relate to their room cleanliness, their bathrooms, beds and the staff employed to handle customers. These areas prove strengths to the business and if maintained could yield more competition. The staff area needs improvement since it plays a vital role in customer satisfaction. The cleanliness of the rooms for business people and the travelers play a major role in the purchase decision of the customers. The cleanliness aspect provides motivation and comfort that most business and travelling people feel secure to accommodate. The areas of staff require improvement to help improve on the customer confidence in the general services delivered by the hotel. These areas remain of vital consideration to the business. The service performance levels affect the target market in many ways. The level of staff and their skills in handling people either affect the market negatively by making the market lose interest in the services or positively by attracting more customers. It is therefore important that the staff selected to work match up to the standards. Considering the other levels that is the room cleanliness and the bathrooms and beds, the customers would consider these before accepting to purchase the service and so the need to ensure that they remain of good quality. Reference Guest Feedback Suite - Revinate. (n.d.). Revinate. Retrieved October 5, 2014, from http://www.revinate.com/guest-feedback-suite/ Read More