Hotel Literature Review Essay

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

The World Luxury Hotel Awards is positioned as the pinnacle of achievement for luxury hotels worldwide, setting the benchmark for world-class facilities and unsurpassed service standards. Voted by hotel guests, travel agents and tour operators, award winners are recognized as hotels that have exceeded beyond the normal call of duty. Meanwhile, Director of the World Luxury Hotel Awards said, “Our belief is that service excellence is the most critical factor in a hotel’s measure as a luxury hotel and winning a World Luxury Hotel Award would enhance performance levels if industry peers can be judged against other major players in the field. We can always be inspired to greater levels of excellence, meaning, exceeding customer’s expectations and paying attention to detail”.(Marinique de Wet, 2013).

The focus is on the hotel industry because; the geographical location of a hotel has a

Today i went to the coolest hotel ever! I couldn’t believe what i was seeing, it was amazing! Everything was made out of glass, but that's not all. Every room had some sort of waterfall, river, creek, or body of water in it.

Seated on a bluff overlooking the Indian Ocean is Cape Sienna Hotel in Kamala Beach – a sleepy resort town on Thailand’s Phuket Island. The hotel is not only rated by TripAdvisor as one of the most romantic hotels in Thailand, but also in the world. From the moment you step foot into Cape Sienna’s lobby, which is up an elevator from the ground level allowing guests to glimpse pristine views of the Indian Ocean, you realize that the hotel easily lives up to those high praises.

However, there are many contemporary issues that actually are connected with the service and function of hotels which is the subject of this research. There are clear-cut theories as well as implied theories related to the present-day questions on the topic of operation of hotel industry (Torres & Kline, 2006).

Final Course Project Name Foundations of Hotel Management/ HOSP320 Professor TABLE OF CONTENTS Introduction .................................................................................................................................... 1 Type and Size of Hotel .................................................................................................................. 2 Average Daily Rate of the Absolute Prestigious Hotel ................................................................. 3 Geographic Location and Target Market ....................................................................................... 3 Type of operating Segment ............................................................................................................ 4 Departments within the Absolute Prestigious Hotel ......................................................................

Branding strategy has become an essential part of all the industries and the business organizations believe that it is the brand which makes and withstands the value for a longer period of time. Branding is one of the most important aspects of any business large or small and it is the effective brand strategy which gives a major edge in the competitive markets. In this article we will find ten assumptions in the hotel industry which might give a boost or a major rise for an extended period to the brand.

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.

Hotel service is a kind of comprehensive products, from the point of view of guests, guests consumption in the hotel don't like buying television, refrigerator that for a specific material products, but in the hotel guests will get a group of integrated products. Such as material products part (the actual consumption of material products, such as food, beverage); Guests sensory part (through the sight and hearing and touch, smell of equipment furniture, environment atmosphere, service technology, the quality of service experience);

UDK / UDC: 640.41(658.562) JEL klasifikacija / JEL classification: L83 Stručni rad / Professional paper Primljeno / Received: 31. svibnja 2007. / May 31, 2007 Prihvaćeno za tisak / Accepted for publishing: 03. srpnja 2007. / July 03, 2007 Summary The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in

The aim of this research is to provide information about Hotels and Restaurants on tourism industry as well as its contribution to

As Reisig and Chandek (2001) discussed the expectation is formed in order to identify the factors of service satisfaction, based on their knowledge of a product or service. This can be implied that a customer may estimate what the service performance will be or may think what the performance ought to be. If the service performance meets or exceeds customers’ expectation, the customers are more likely to be dissatisfied. On the other hand, customers are more likely if the service performance is less than what they have expected. As mentioned earlier, a greater number of satisfied customers will make the hotels/inns and resorts business more successful and more profitable.