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Managing the Hospitality Experience. - Essay Example
Author : lorahintz
Pages 8 (2008 words)
Managing the Hospitality Experience Name: Instructor name: Subject: Q1. In order to win customer loyalty, hospitality companies must focus on customer experience not service. According to oxford dictionary, hospitality is a friendly reception of strangers and friends (Ford & Sturman 2011)…
This is achieved through an effort to entertain guests (Jones 2002). According to Jones (2002), hospitality should be an experience rather than a service. Guests’ experiences should be attractive to both their families and friends. Guests are craving for authentic local experiences that will establish an emotional connection (Hemming ton 2007). An excellent example is the Andaz5th Avenue Hotel. According to the general manager of Andaz5th Avenue Hotel, the experiences include fashion, events and food. According to USA today valuable and rare experiences are significant driving factors in the hospitality sector. 31 per cent of customers said destination hotels are perceived to be a hidden gem. 26 per cent of the interviewed customers said they loved to share photos of the hotels they stayed. Creating the elusive guest experiences to different customers is achievable but demanding. The expectations of guests are divergent and differ with times and seasons. Another compelling example is the Renaissance Hotel. Renaissance hotel brand has introduced an ad targeting both leisure and business travelers. The brand insists that business guests who insist on free Wi-Fi and breakfast must have an experience, as well. Dan Vinh, Renaissance vice president, said the hotel hopes to offer a unique experience. He believes guests are stimulated by the environment in order to be productive. Q2. ...