TABLE OF CONTENTS LEVELS OF SERVICE ....................................................................................................................... 2 LOCAL EXAMPLES OF HOTELS OFFERING .......................................................................... 3-9 HOTEL SERVICE LEVELS ........................................................................................................................................ 4-9 FEATURES/PRODUCTS AND SERVICES OFFERED BY HOTEL ...................................................................... 4-9
HOTEL’S OVERVIEW OF SERVICE CONCEPT, VISION AND MISSION STATEMENT........………………………………………………….…………………………...10-12 HOTELS OVERVIEW OF SERVICE CONCEPT VISION AND MISSION STATEMENT……………………………………………...…………………………………….13-14 FACTORS THAT IMPACT STANDARDS, QUALITY OF SERVICE OR INTANGIBILITY OF SERVICE......................................................................................................................….......15-17 FACTORS THAT IMPACT QUALITY ASSURANCE………………………………….…........17 RATING SERVICES…...............................................................................................................17-18 GENERAL INTERPRETATION OF THE HOTEL STAR RATINGS SYSTEM……………..…………………….18 REFERENCES…………………………………………………………………………………………………….19-20
1|Page
LEVELS OF SERVICE
1.World class Service: These are also called luxury / Five Start hotels, they target top business executives, entertainment celebrities, high- ranking political figures, and wealthy clientele as their primary markets. They provide upscale restaurants and lounges, Valet, concierge services and also private dining facilities.
2. Mid-Range Service: Hotels offering mid-range or otherwise 3 to 4 star hotels service appeal the largest segment of the travelling public. This kind of hotels does not provide elaborate service and have an adequate staffing. They also provide uniformed service, food and beverage room service, in-room entertainments and also Wi-Fi etc.
3. Economical/ Limited Service: These hotels provide clean, comfortable, safe, inexpensive rooms and meet the basic need of guests. Budget hotels appeal primarily to budgetminded travelers who want a room with minimum/limited services and amenities required for the comfortable stay, without paying unnecessary additional cost for costly services.
2|Page
LOCAL EXAMPLES OF HOTELS OFFERING, THEIR DIFFERENT LEVELS OF SERVICE AND THE
FEATURES/PRODUCTS AND SERVICES OFFERED.
3|Page
World-Class Service Hotel Iberostar Grand Rose Hall (5-Star) The Iberostar Grand Rose Hall features 366 specious rooms that are equipped with ceiling fans, telephone, iron with ironing table mini bar, air conditioning unit, in-room safe, satellite TV and a balcony or terrace. The hotel has a distinctive attribute that combines classical elements such as columns and domes lined with modern artistic touches and bright radiant colours. Each room on the property is furnished with stylish linens and top end décor. Suites also feature handmade furniture designed by artisans and decked off with marble tile flooring. The bathroom sink has his and hers sinks and Gilchrist & Soames toiletries. Iberostar Grand Hotel is known for its collection of exceptional cuisine form top quality buffet restaurants. The hotel also comprises of a spa and wellness center, gift and beauty shops, bars, meetings and banquet facilities.
4|Page
Iberostar Grand Rose Hall offers a wide range of services some of these services include: Reception Services:
Concierge services
Luggage storage
Tour desk
Currency exchange
ATM/ cash site
24-hour front desk service
Cleaning Services:
Daily housekeeping
Laundry
Other Services include:
Airport shuttle services
Room service
Wake-up service
Buffet Service
Butler Services
5|Page
Mid-Range Service Hotel Courtyard Marriott (3-Star) Courtyard Marriott located in Kingston Jamaica offers accommodation to guests in Kingston. The hotel features a fitness center, an outdoor pool, 2 bars and lounges where guest can unwind and enjoy a drink while socializing with their counterparts. Each room in the hotel is air conditioned and is equipped with a flat screen TV. Each room features convenience refrigerators and microwaves and other amenities. The accommodation boasts air condition rooms with laptops and compatible safes. Bathrooms include shower/tub combinations, complimentary toiletries and hairdryers.
6|Page
Services Offered by Courtyard Marriot: Reception services:
Concierge service
Private Check-in /Check-out
ATM/ cash machine on site
Luggage storage
Ticket service
Currency exchange
24-hour front desk service
Entertainment and family services
Child and adult television networks
Board games/puzzle
Cleaning services
Ironing services
Dry cleaning and Laundry
Business services
24-hour business center
meeting room
Computer stations.
Conference space (20968 square feet).
7|Page
Economy/Limited Service Hotel Jasmine Inn Hotel (2-Star) Jasmine Inn offers economy priced rooms, a 24-hour front desk and shared lounge. It entails a flat screen TV with cable a kitchen and a dining area. Each room carries a private bathroom with free toiletries and a bath every room comes with air conditioning and coffee machine. It provides spacious junior suites featuring full kitchen and work desk with free high speed internet access and is the ideal place for extended guests stay. Each room is elegantly furnish and ideal for business and leisure travelers.
8|Page
Services offered at Jasmine Inn: Reception services:
Private check-in/check-out
Ticket service
Currency exchange
Express check-in/check-out
24-hour front desk
Cleaning services:
Daily housekeeping
Trouser press Additional charge
Shoeshine Additional charge
Ironing service Additional charge
Dry cleaning Additional charge
Laundry
24-hour security
9|Page
Hotel’s overview of service concept, vision and mission statement. Service concept is where service providers has to consider what needs and wishes of stakeholders are to be satisfied and how this will be achieved.
Service concept has four dimensions that should be taken into consideration. They are as follows: Service operation- This deals with the way in which service is delivered User experience- The direct experience The direct experience of service provided for users Service outcome-The benefits and results of the service for the user Value -The benefits the users perceived as inherent in the service, weighted against the cost of this service
Service concept of a hotel is important to design the service to meet or exceed the expectations of customers. Hotel service providers should at least have idea of what customers want and also have an interest to know the guest experience during their service.
Vision statement overview Vision statement outlines what you would like to pursue, what you would like to see the business become based on the future aspiration. Mission statement overview Mission statement formally summarize what you do, how you do it and why you do it. This speaks of things you would like to accomplish.
10 | P a g e
Iberostar Overview of vision statement As a family run business, Iberostar Visions to be the key representation of sustainable tourism which is beneficiary to both the business and the environment. Cost efficiency, Quality service to achieve great customer satisfaction, organizational culture oriented are also the aim of Iberostar Which encourages teamwork and the continued success of their organization.
Mission statement overview Iberostar selects Quality locations throughout the world to provide great view for guest and to show respect to the environment and individuals where sustainability is enforced in their business to contribute to the lingering memories of great experiences.
Service concept Iberostar Provides a wonderful surrounding of beaches, gardens, ocean views and all that a guest would like to experience on a vacation. The insurer to have different packages to facilitate numerous activities to participate in introduce different cuisine and many different forms of entertainment to maximize the quality of service they provide we're giving guests the experience of a lifetime.
Court Yard by Marriott vision statement overview This hotel goal is to cement a legacy of excellence in the service industry. Their desire to be the number one choice throughout the world and to cultivate company culture to boost the success of the company.
11 | P a g e
Marriott Hotel mission statement overview Marriott provides premium services to customers that enhance their experience and (Framework, 2018)quality service that will have them wanting more. This will both generate a profit for the company and have customer satisfied because they are getting value for their money.
Marriott service concept overview Marriott Hotel philosophy is to make people a priority so they equipped their employees with the necessary skill set to carry this out in the action. Marriott Hotel approach to excellence they take pride in the service they provide so this influenced them to hire the best talent so they will be consistent with providing quality service for customers with the equipment and training they give them as an employee at their organization.
Jasmine Inn Service concept Jasmine in service concept include facilitating different types of stakeholders preferably business travelers and those will travel from a distance for sports knowing the business location is near the national stadium. They offer different types of accommodation economy price rooms are also available for those who Travel. They provide free Wi-Fi access as patients environment with different features in their suites such as a full kitchen work desk a fully air conditioned room and a variety of amenities.
12 | P a g e
The importance of standard to the efficient and effective delivery of service.
Gone are the days when customers were happy just receiving 'please' and 'thank you' or getting service with a smile. Although those go into the recipe for proper etiquette, it’s just not enough. Remember happy customers are loyal customers, go the extra mile if needs be, provide additional items where possible, this always tends to impress. Just remember, customers are the most important part of the business without them what would you have – focus on them at all times – and they will be happy. Upsell and Cross-sell Opportunities: When customers receive a positive brand experience they’re more likely to remain with that company, as well as purchase more products and services.
13 | P a g e
Studies have found that 74% of UK adults will spend more on products and services from a brand they love and that 69% of customers will spend more with a company that has good customer service. Bolster Business Growth One of the benefits of good customer service is the opportunity to grow your business. Once you get the product or service right, the customer service spot on and your internal processes running smoothly, then you can rinse and repeat. You’ll have a blueprint for business growth. Through excellent customer service, you’ll understand what your customers want and how to give it to them. Enhance Brand Reputation Having a reputation for outstanding customer service will enhance your brand and help you to stand out among a sea of telecoms companies with less than favorable customer service. It will boost awareness as well as prompt new leads to search you out. Your brand will be in the front of people’s minds when considering a new telecoms product or service provider. Promote Staff Happiness When you have happy customers, you have a happier workforce. When you have happy staff, you have happier customers; and is one of which many of the world’s biggest brands advocate. No one wants to go to work to get ranted at by an angry customer, or a bunch of angry customers. Equally, no customer wants to call a company to be put through to a miserable or unhelpful representative. There is a deep connection between employee experience and customer experience. Get it wrong and your brand can suffer.
14 | P a g e
Factors that impact standards and quality of service or intangibility of service, quality Assurance and Rating services. Intangibility of service: Service is intangible in nature. Customers cannot see, taste, feel or touch the service while it is being performed. They can only feel the emotion, or experience while consuming the service. Customers cannot evaluate the service before purchasing & consuming it. Therefore, the service provider must build customer confidence about the service being offered
Here are some of the most important intangible factors affecting customer experience at your hotel.
i)
Food Quality
Customers choose to dine out at a restaurant because of the quality of food that they offer. Around 7% go back because they like the taste of a specific dish. The quality of food is certainly the most important factor determining the success of a restaurant.
ii)
Staff Behavior
Your staff acts as the face of your hotel to your customers. They believe in hiring their staff through a rigorous process and hard training. This will help you ensure that the brand image is not compromised. Your staff training should include norms that are aligned with the desired customer experience and brand promise that you want to deliver.
iii)
15 | P a g e
Location Preference
iv)
Restaurant Interiors and Ambience
Your restaurant interiors can easily dictate the perception of your restaurant brand in the eyes of your customers. As they say, the first impression is the last impression’, it is crucial that you create an ambience that reflects the uniqueness of your brand so as to create a positive impact. The interiors are not only about the color or the layout of a restaurant. It should have the power to create an emotion or experience for the customer and make him want to come back. A unique dining experience is as much about a visual appeal as about the level of service provided.
v)
Convenience
Nothing makes you lose a loyal customer like delayed order taking, or discrepancies during payments, so on and so forth. Since you are always in constant competition with the restaurateurs around you, your customers need to feel most at home while at yours.
vi)
Customer Selection Behavior
vii)
Ensuring Customer Privacy and Entertainment
viii)
Service Time
Characteristics of intangibility of service: Service cannot be touched There is no precise standardization method for services Services cannot be patented There are no inventories in services
16 | P a g e
The consumer is part of the service process because he consumes the service. Thus, either the service must go to the customer or the customer has to come to the service.
Quality Assurance: Quality assurance is a way of preventing mistakes and defects in manufactured products and avoiding problems when delivering products or services to customers. Quality assurance can only be implemented effectively in properties that have support from the top, have adequate resources, and have an effective Quality Committee and training department.
To be valid, quality must be able to be measured. To be measured, quality must have a valid working definition, defined standards and be monitored at all times for continuous consistency.
Excellent quality occurs when guests/customers complete their interaction without any errors having occurred with the hotel and customers’ expectations are expected.
In the service industry, quality assurance is simply a matter of having employees take ownership on following the rules set in order to comply with the brand requirements. Forced adoption is the fastest way to compliance; however it is also the fastest route to discontinuance. There should be proper, clear process and measurable standards to follow at all times.
Rating services
In the United States, a five-star rating system is often used by independent organizations like AAA to rate a hotel. One star is the lowest rating, and five stars is the highest score. Although knowing the best and worst scores is helpful, knowing the meaning of hotel star ratings is much more beneficial. Hotel rating is the classification of accommodation establishments denoting a system, duly published, ‘‘in which accommodation establishments of the 36 journal of
17 | P a g e
quality assurance in hospitality & tourism same type (e.g., hotels, motels, and inns) have been conventionally broken down into classes, categories, or grades according to their common physical and service characteristics and established at government, industry or other private levels’’.
The General interpretation of the hotel star ratings system.
One-Star: A one-star rating often means a property has no frills and only offers basic accommodations. A one-star rating doesn’t necessarily mean a hotel is dirty, unkept or in a bad location. It simply means you’ll have a place to sleep, and that’s pretty much it. Two-Star: Like one-star hotels, two-star properties are typically more affordable than hotels that have a higher rating they are also usually quite comfortable. Three-Star: Three-star hotels ordinarily have some unique amenities and provide quality service. Four-Star: Four-star hotels are often noted for their upscale quality and extraordinary comfort. Five-Star: A five-star property provides flawless guest services in a state-of-the-art facility. As a five-star property, such as premium dining options and personalized services to its guests. With no detail being overlooked, these hotels commonly even provide high-end, luxury toiletries for guests.
Competitive marketing demands local and international hotels to seek standards and tools to reflect their service quality. One of the answers to this need is a reliable hotel rating system, which ranks, certifies, and reflects the quality of hotels' facilities and service. Hotel rating systems are vital to hotel marketing.
18 | P a g e
REFERENCES
10 Benefits of Good Customer Service within the Telecoms Industry. (n.d.). Retrieved April 14, 2021, from 24 seven website: https://24seven.co.uk/benefits-good-customer-service-within-telecoms/
Framework, S. A. (2018). Service Consept Explained .(n.d.). Retrieved from http://jasmineinnja.com/ Guide, H. (n.d.). The best hotels in Jamaica . Retrieved April 7, 2021, from www.besthotelsguides.com/?cc1=JM&gclid=CjwKCAjwvMqDBhB8EiwA2iSmPDX_Vs5D7rCVytQqNger7td_B0A JSUt5VDGDgyj4XiV-yi4G-RCcHRoCrQkQAvD_BwE
Hotel, W. (2021, April). Hotel Star Rating Systems Meaning - Star Ratings Explained. Retrieved April 15, 2021, from www.warehousehotel.com website: https://www.warehousehotel.com/blog/hotel-star-ratingssystem#:~:text=In%20the%20United%20States%2C%20a
Iberostar Group. (2018). Retrieved from https://www.grupoiberostar.com/en/family/mission-vision-valu Inside.out. (2010, March 2). LEVEL OF SERVICE IN HOTELS. Retrieved March 28, 2021, from MANAGEMENT Website: http://management-anoverview.blogspot.com/2010/03/level-of-service-in-hotels.html
Narangajavana, Y., & Hu, B. (2008). The Relationship between the Hotel Rating System, Service Quality Improvement, and Hotel Performance Changes: A Canonical Analysis of Hotels in Thailand. Journal of Quality Assurance in Hospitality & Tourism, 9(1), 34–56. https://doi.org/10.1080/15280080802108259
19 | P a g e
Oyster. (n.d.). Retrieved 4 11, 2021, from Best Luxury Hotels in Jamaica: https://www.oyster.com/jamaica/hotels/roundups/best-luxury-hotels-in-jamaica/ Parker, B. (2020). Marriot: Vision Mission Core Values . Buusiness Strategy Hub. Quality assurance in the hospitality industry | ANGELINI HOSPITALITY. (2012). Retrieved from Angelinihospitality.com website: https://angelinihospitality.com/quality-assurance-in-the-hospitality-industry
Times, T. R. (2019, December 9). 10 Intangible Factors Influencing the Customer Experience and Retention at a Restaurant. Retrieved from The Restaurant Times website: https://www.posist.com/restaurant-times/restrogyaan/factors-affecting-customer-experience.html.
20 | P a g e
Explore Magazine Location: 20 Utile Drive, Kingston 30.
: explore_magazine101 : explore.magazine@gmail.com
Telephone Number: 876(457-3339/4). : Explore Magazine101
21 | P a g e
