Managing the Hospitality Experience - Case Study Example

Managing the Hospitality Experience Contents Executive summary 3 Introduction 4 Body 4 Conclusion 9 Recommendations 9 Bibliography 10 Appendices 11 Executive summary The report is all about analyzing the hospitality experiences in hotel Hilton Adelaide. The report has analyzed the core businesses of the hotel. It has analyzed nature of the hospitality available at the hotel. The report has elaborately described initial impressions gathered from several sources before visiting the Adelaide based hotel. The report has selected an applicable concept of emotional labour for the hotel. The report also has suitably described real evidence related with the applied concept inside the hotel. Introduction Hotel Hilton is situated in the heart of the Australian city of Adelaide. It is one of the most recognized names in the Australian industry of hospitality. The hotel has rich experience of 92 years business operations. Over the years stylish nature and comprehensive elegance of the organization has made this hotel one of the most attractive hotels in Australia. With the help of this report, services and offerings of the hotel will be analyzed significantly. The report will focus towards the core business of the hotel and nature of hospitality that the hotel offers. The report will also focus towards the initial impression before visiting the hotel. After analyzing the core businesses and nature of the hospitality then the report will apply a particular concept which is suitable with the nature of the hotel. Then the report will conduct a reality check of the real-time experience and it will compare with the selected concept. At the end of this report overall experience related with the hotel will be concluded. The report will also provide some recommendations to the management of the hotel. The overall study will follow a step by step approach which will analyze the whole report suitably. Body a. Core Business Core businesses of hotel Hilton Adelaide focuses towards the multidimensional hospitality management. The business of hotel Hilton is related with the foods, accommodations and entertainments business (HILTON ADELAIDE, 2014). Accommodations in the hotel can be divided into three sections; those three sections are Guest rooms, Suites and Executive rooms. Providing accommodations to the customers is one of the most fundamental business objectives of the hotel. Without any doubt it comes right at the top of their business priority. That is why the hotel has segmented their accommodations into separate parts. Over the years it has helped the hospitality organization to attract lots of customers. Foods are also integral parts of their businesses. As a core business component the organization has given significant focuses towards the food business. With their innovative ideas the organization provides various kinds of foods and beverages to the customers. Over the year’s food as a business component has become a profitable business prospect for the Adelaide based hotel. Apart from the food and accommodations business, hotel Hilton gives significant importance towards the businesses of arranging meetings, special events and weeding ceremonies. The hotel has fully fledged facilities to arrange professional meetings and for that reason it has suitable conference hall or meeting room. Entertainment is also an important part of the hotel’s business. It is being observed that the hotel often arranges personal parties like birthday parties and wedding parties. All these special events and entertainments are also significantly important for the hotels’ business perspectives. All the above descriptions and the discussion are clearly indicating that core business of the hotel is suitably aligned and high degree of relevancy is present in their business ideas. These high degrees of compatible business ideas have made this hotel one of the prominent hotels in the city of Adelaide. b. Nature of the hospitality Accommodations or rooms of the hotel are contemporary in nature. Stylish and elegance looks of the hotel rooms are significantly attractive and create a unique image in the minds of the customers. With the facility of separate seating and working areas the rooms of the hotels are significantly suitable and provides soothing hospitality environment to the customers. Interior decorations of the rooms are undoubtedly catchy for the eyes and it provides a sense of luxury to the customers. Rooms of the hotel are comprehensively equipped with the various technological factors like advance telecommunication communication system and all time high speed Wi-Fi connections. Sizes of the rooms are almost 36m²/387sq ft. It means rooms are reasonably specious. From most of the rooms of the hotel, clear cut view of mountain and the view of whole city are available. It provides a sensuous outlook to the rooms. Inside the suits internal Spa is available. It shows the health conscious nature of the hospitality services provided by hotel Hilton. The hotel provides superior quality food products to the customers. Both ethnic cuisines and organic food items are available in the hotel. Hotel Hilton also provides fine dining experiences to the customers. Dining facilities inside the hotel have been designed by keeping the customer’s needs and requirements in mind. I their dining facilities the organization provides fine quality of wines and several cocktails and tasty snacks. The hotel has three internal dining facilities. Those facilities are the Collins Bar, the Brasserie and Lobby Lounge. All three dining facilities are exotic in nature and indulge the human senses. It shows that the nature of the dining facilities is significantly extensive and provide array of options to the customers of the hotel or visitors. c. Initial impression Initial impressions are significantly important for any hospitality organization. People words of mouth, online reviews and website of the company provide initial impressions about the hotel. Initial impressions related with the hotels, gathered from these secondary sources are significantly impressive in nature. Website of hotel Hilton Adelaide is definitely attractive in nature (Elder, 2008). The website has suitably described all the facilities of the hotel in detailed. In their website examples of the accommodation facilities are given in picture format. Pictures of the rooms are creating significantly positive impressions about the accommodation related facilities of the hotel. The modern outlook of the website properly showcasing various offerings of the Adelaide based hotels. Website of the company is giving classy and premium category impression of the dining facilities. It is also showcasing the exoticness and comfort levels of the accommodation of the hotel. Online reviews are giving positive impression related with the behaviours of the hotel staffs. Online reviews are showcasing superior room service qualities and talking about the cleanliness of the rooms. All these reviews are significantly positive and creating a positive initial impression. Online reviews are clearly indicating that customers who have already visited the place have found high level of satisfaction out of the all round services of the hotel. Online reviews have highlighted the location advantages of the organization. All these online reviews have provided positive impression before visiting the hotel. People words of mouth impressions about the hotel are also great (Appendix 1). It is being observed that majority of the city people as well as outsiders of the city are well informed and have high regards for the hotel. All the above discussions and arguments are indicating that initial impressions before visiting the place is significantly positive and permanent. d. Applicable Concept The concept of emotional labour is applicable concept in the context of hotel Hilton Adelaide. Being a player in the hospitality industry, staffs of the hotels are expected to having good warm and supportive behaviours towards the customers. This concept is highly applicable because the nature of the business demands required emotions from the side of the employees of the hotel towards the customers (White, 2012). Emotional labour concept will significantly important for the business of the hotel. It helps the customers to feel emotional attachments with the organization. The concept is expected to leave a permanent mark in the minds of the customers. The concept of emotional labour will lead to high percentage of revisits from the side of the customers (Guy, Newman and Mastracci, 2008). If behaviours of the hotel’s staffs are welcoming, cooperative, supportive and having enough emotional appeal then automatically customers will be able to relate themselves with the services and facilities of the hotel. It will help hotel Hilton to increase the base of its loyal customers. Emotional labour is a concept that will certainly add some extra advantages to services provided by the hotel and that extra bit of advantages cannot be measured physically because it will create positive impacts in the psychology of the customers. Employees of the hotel have to showcase their emotions carefully. The concept of emotional labour will help the staffs of the hotel to create an appropriate emotion extremely suitable for a particular situation. This concept will help the staffs of the hotel to hide their negative emotions and to show the emotions that they do not fell in reality (Brotheridge and Lee, 2003). All the above arguments and discussions are clearly indicating that the concept of emotional labour is perfectly suitable with nature of the business in this case. e. Compare with the reality During the visit in the hotel one thing was observed that, staffs were significantly emotionally attached with their jobs. One French customer inside the Lobby Lounge was facing significant problems with the payment. The customer was feeling irritated due to a technical snag raised from the card punching machine. The customer was losing his patient as lots of times were wasting due to the technical snag. One front line staff of the Lobby Lounge made the customer calmed and asked him to settle down with a smiling face. Then the staff took that customer along him and completed the payments inside the manager’s room. This real experience was significantly suitable with the concept of emotional labour. With the help of this activity the front line staff was manage to address the problem of the customers. Instead of behaving in a rough way that particular frontline employee was cordial in that situation. The emotion was appropriately perfect for that situation. With the help of that emotional behaviour the frontline staff of the Lobby Lounge managed the situation perfectly (HILTON ADELAIDE, 2014). That emotional behaviour of the staff reduced the customer’s dissatisfaction significantly and the customer left the hotel with a smiling face. The above real experience is indicating that the concept of emotional labour is highly evident inside hotel Hilton Adelaide. Conclusion The overall experience inside the hotel Hilton Adelaide is superb and it has occupied permanent places in the psychology. All the services and offerings provided by the hotel are having superior qualities. Overall services and atmosphere of the Adelaide based hotel is worthy of spending some extra bit of money. One of the most impressive factors of the hotel is their multidimensional business operations where all the components of their core businesses are taken care of properly. During the course of this report one thing has been noticed that, the concept of emotional labour is highly applicable in the context of this hotel. The report has categorically showcased the evidence of the emotional labour concept in the hotel. Various sources of the review have highly praised the services and the atmosphere inside the hotel. All these reviews have reinforced positive impressions among the customers about the hotel. During the course of this report one thing has been observed that hotel Hilton Adelaide reflects classy, premium and great sense of exotic overall satisfaction. With their superior quality of services and ambiences the Adelaide based hotel can easily create permanent places in the hearts and minds of the customers. Recommendations In the context on modern business era the scope of improvement is always there for the hotel. The organization provides superior all-round services to their customers but still there is no scope of complacency. The organization has to keep on improving to gain competitive advantages. The Adelaide based hotel can improve its seating arrangement of the meeting rooms. Chairs of the meeting rooms can be more cushioned for getting more comfortable experience during the meeting. The organization can focus towards more Asian food items because, Adelaide is an educational and tourism destination, lots of students and tourists from the Asian countries come here and stay in the hotel. Bibliography Brotheridge, M. C. and Lee, T. R. 2003. Development and validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology. Vol. 76(3). pp. 365–379. Elder, B. 2008. Australia. Melbourn: New Holland Publishers. Guy, M. E., Newman, A. M. and Mastracci, H. S. 2008. Emotional Labor. New York: M.E. Sharpe. HILTON ADELAIDE. 2014. A LEGACY OF INNOVATION. Available at: http://www3.hilton.com/en/about/index.html. [Accessed on 4th November 2014]. HILTON ADELAIDE. 2014. DINING. Available at: http://www3.hilton.com/en/hotels/south-australia/hilton-adelaide-ADLHITW/dining/index.html. [Accessed on 4th November 2014]. White, M. I. 2012. Leadership as Emotional Labour: Management and the Managed Heart. New York: Routledge. Appendices Appendix 2: Services Review Read More