Customer service experience is an important aspect that positively affect customer behaviors in a given organization. Customers will develop loyalty and recommendations towards an industry in line with the types of services they offer. Considering hospitality service experience at guest perspectives, the qualitative study on physical environment and social interaction is essential in analyzing services of a given industry. This paper will therefore reflect on two hospitality services experiences from the guest perspective looking on the negative and the positive experiences.
A service experience in The Five Diamond Hospitality is a reflection that facilitates an ultimate tool to serve guests. It improves customer service through the use of recommendable basic standards, high score on hotel brand standards, provision of easy measurement and follow up training, as well as the provision of accountability to the guests who have opportunities to visit the organization. The staff interaction with the guest is so much enhanced in the organization that enables staunch customer relation, an important aspect of success. Also, the entire functionality and design of the organization is evidenced to attract the personality of the guest.
Conversely, The Five Diamond Hospitality service may at one point account for some disadvantages. Among the immediate disadvantage seen is the inability to expand appropriately to the customer needs. Since several customers have experience in this industry, many will be attracted, with the same halls of residence, packing spaces, and employees, it becomes difficult to accommodate the rising number of guest leading to congestions.
Another service experience encountered a series of activities that at one point or the other, enhances the change in the guest experience. Innovation in the hospitality industries improves guest experience in such industries. Interaction with the employees as well as addressing on the technical issue by the managements makes the Avari Hotels services more appreciable to guests. In addition, greater participation to loyalty programs is crucial in maintaining the guests in the industry. Guest usually appreciates their services that are direct and simple but covers on their needs. Through improving guest arrival experiences, Avari Hotels are capable of accommodating several guest that enjoy their hospitality. In addition, receiving of several guests in the industry leads to the improvement on food and beverage services that is crucial in sustainability initiatives.
In the contrary, Avari Hotels services innovations are data driven and must therefore collect data from different parties including guests and employees. This may not be easy due to some restrictions from the guest or employees. The guests would not have time to respond to the questionnaires on the innovation issues. Also, the data may be distorted giving wrong implication of the industry.
The impact of the two experiences come as a result of good relation with the supporting staffs in each organization. Through working closely to the management, it is possible to know all the practices that goes around the organization essential for making a staunch conclusion. Also, through conducting interviews to the employees and indulging in the actual practices of the organization as a guest, it was possible to develop this experience. Most importantly, through the learning experiences undergone in relation to management, it was possible to understand the servicing techniques and what it takes to evaluate servicing experience appropriately.
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