Assignment First

pestel分析:入住希尔顿敦克尔德酒店期间的服务感受

在苏格兰希尔顿酒店集团的逗留期间,人们注意到了质量的重要性。在入住希尔顿敦克尔德大厦期间,我们观察了酒店的前期服务、入住期间提供的服务和后期服务。最初决定假期的时候,在规定的价格范围内对不同的酒店进行了搜索。研究发现,在这个特殊的案例中,Dunkeld酒店获得了良好的评价,并提供了预期的服务。人们认为在这个地方会留下美好的回忆。在逗留期间,员工们都非常热情友好。有一名礼宾员负责到该地区发现的各个旅游景点。员工收集反馈意见。这整个过程使我们认识到客户服务的重要性和为最终消费者提供的服务质量。由于这一良好的评价张贴在旅游顾问网站上,供其他游客享受这家酒店。

酒店质量服务分析

在期望高于实际表现的情况下,就会形成一个缺口。这就导致了消费者的不满。已经建立了一些理论模型来系统地分析个别公司的服务质量。SERQUAL模型阐述了五个主要因素的重要性。可靠性、有形物、保证、同理心和响应能力是企业发展整体服务质量时应考虑的五个主要方面。在上述五个因素中,都有可能出现差距。酒店业,尤其是酒店和餐馆应该解决差距(Kandampully, Mok,and Sparks, 2001)。

酒店或餐饮服务行业的市场营销、沟通和品牌塑造非常重要。为市民提供优质服务固然重要,但培养市民对优质服务的认知亦同样重要。这是因为消费者在旅行时重视情感方面(Park and Allen, 2013)。应该更加重视发展与消费者的积极交流。在很多情况下,人们发现有很多游客是第一次来这个地方。如果酒店为他们提供指导,让他们享受这个地方,他们就能获得更多的优势。

pestel分析:入住希尔顿敦克尔德酒店期间的服务感受

Importance of quality was observed during the stay at Hilton group of Hotels in Scotland. During the stay at Hilton Dunkeld House the pre services, services rendered during the stay and post service was observed. Initially when the vacation was decided, there was a search undertaken about the different hotels within the stipulated price range. It was found that in this particular case Dunkeld hotel had good reviews and offered the services that were expected. It was assumed that there would be positive memories made in this place. During the stay it was found that the staffs were pretty hospitable and friendly. There was a concierge who directed to the various tourist locations that were found in the area. Post stay the stay the staff collected feedback reviews. This whole process led to the realization the importance of customer service and quality of services rendered to the end consumers. Owing to this good reviews were posted in Trip Adviser website for other tourists to enjoy this hotel.
Quality Service analysis of hotels
In cases where expectations are greater the actual performance there is a gap that is formed. This subsequently leads to consumer dissatisfaction. A number of theoretical models have been developed to systematically analyze quality of services of the individual companies. SERQUAL model states the importance of five main factors. Reliability, tangibles, assurance, empathy and responsiveness are the five major facets that businesses should consider for developing a holistic service quality. In all of the five factors that has been stated there is a possibility of gaps to occur. Hospitality industries esp. hotels and restaurants should address the gaps (Kandampully, Mok,and Sparks, 2001).
Marketing communications and branding of a hotel or restaurant service industry is important. While it is importance to provide high quality service to the people it is of equal importance to develop the perception of high service quality. This is because consumers give high value to emotional aspects while travelling (Park and Allen, 2013). More importance should be given towards developing positive communications with the consumers. In many instances it has been found that there is many of the tourists are first time visitors to the place. If the hotels provide them with guidance to enjoy the place more leverage could be gained.