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This type of analysis is less time consuming and cost effective. Secondary sources available in academic journals and publications of the industry associations are reliable. 1. ‘Facilities Management’ reports on customer service, operational efficiency, service recovery in providing ‘Brand experience’ for the customers, asset management, risk management and development of human resources. 2. ‘Outsourcing’ covers key considerations such as quality of customer service, cost of outsourcing and type of customers involved in decision making. 3. ‘Environmental Management’ deals with environmental pollution, conservation of resources and corporate social responsibility with a view to enhance the company’s image with the public and customers and for a sustainable development. 4. ‘Technology’ discusses about the impact of technological developments in the industry with a view to enhance the level of customer service and guest experience. Recommendations: Important recommendations in respect of facilities management include providing training facilities to employees, refurbishment and renovation on continuous basis and encouraging diversity in work place. It should be ensured that outsourcing does not affect quality of customer service. ...
Recommendations References Outsourcing in Hotel Industry Introduction Broad areas of Outsourcing Opportunities for Outsourcing in Hotel Industry Conclusions and Recommendations References Environmental Management in Hotel Industry Introduction Customer Education and Employee Involvement Environmental Management Conclusions and Recommendations References Technology in Hotel Industry Introduction Technology in Hotel Industry Conclusions and Recommendations References Facilities Management in Hotel Industry Introduction According to the International Facilities Management Association (2013a), “Facility management is a profession that encompasses multiple disciplines to ensure functionality of the built environment by integrating people, place, process and technology.” Therefore, with reference to hotel industry it refers to the whole host of operations which includes front office management, house-keeping, property management and customer service. The metamorphosis of the industry over the period of time calls for internationalization at all level for survival. The main aim of this report is concerned with maintenance of quality standards, improving performance through training and development and refurbishment and renovation of the facilities for enhancing the level of customer service. Improved facilities management and HRD practices increase operational efficiency and customer satisfaction. Training and development programs suitably designed will motivate the employees and ensures safety of the employees and guests. This will also make the service recovery process efficient in case of service failures. Facilities management According to Mass and Pleunis (2001, p. 28) FM is the responsibility of coordinating efforts in respect of buildings, technology, furniture and ...Show more
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Hotel Industry Executive Summary In the recent years, the factors like globalization drive by the world countries, economic growth in the developing countries like China and India and convergence of technology added new dimensions to the industry. The hospitality, tourism and events (HTE) industries are necessitated to revisit their strategies under the environmental changes taking place rapidly, for a sustainable development…
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