The purpose of this assignment is to apply academic knowledge of hotel management
in practical field. It aims at providing training to the students of hotel management so
that they become able enough to work in any hotel organization. The contents of this
assignment focus on evaluation of overall services of a hotel, its quality management
(continuous improvement), responsiveness to changing customer preferences and
impacts of these changes on the hotel management. After doing such evaluation, the
students will be trained enough to serve hotel organizations in such a way that the
organization goals will be achieved efficiently and effectively.
In hotel industry, guest services are of primary importance and create real difference.
The most common guest services are accommodation and room service, food, security,
parking, travel and tourism, wifi, smoking area, laundry, elevator, airport shuttle service,
rest room etc
Accommodation
Accommodation includes the rooms for guests where they stay for specified time as per
their own choice.
Room service means the service of staff deployed to obey the orders of guests.
Food includes all kind of food which is available in hotel for its customers.
Security includes all the measures to protect guests from any mishap or injury.
Parking is the space provided by hotels to their guests for parking their cars under safe
custody of hotel management.
Travel and tourism is the facility hotel management provides to their guests in which
guides and transport are arranged to accompany them to see visit the places they want.
Wifi is an internet facility provided to each guest present in hotel premises.
Smoking area is provided to the smokers so that non-smokers who dislike smoking
may not be disturbed.
Laundry is a facility given to guests so that their clothes are washed and ironed in time.
Elevator provides customers ease of moving from one floor to another in hotel.
Airport shuttle service is provided to guests to catch their flights easily and timely.
Rest rooms are also part of guest services in which they spend some time to get relax.
All the components of these guest services help hotel management to attract, serve and
retain the customers. Management organizes the activities in such a way that
customers derive maximum advantage from them. These components forming guest
services need main focus of the management because of their role in the success and
failure of any hotel organization. We take The Lowell Hotel as a case of our present
study.
The Lowell Hotel is located in New York City. It is among the top most hotels of USA
and this success has been achieved through its very much unique, multifaceted and
flexible customer service delivery.It has always made a visible but competitive entry in
all the services discovered in hotel industry.
Evaluative report of The Lowell Hotel New York City, USA
The Lowell Hotel provides following services to its guests.
24-hour In-room Dining Menu including a Health Menu and a Pet Menu
The Pembroke Room located on the second floor is open daily for Breakfast 7:00am-10:30am,
Afternoon Tea 3:00pm- 6:00pm, Pre-Theater Dinner 5:00pm-7:00pm and Brunch on Saturdays
and Sundays 10:30am-2:30pm
Complimentary New York Times or newspaper of your choice daily
Twice daily maid service Complimentary Voss water provided at turndown service
Clef d’or Concierge service
Valet service · Packing and unpacking service
Same-day laundry, dry cleaning and pressing
Complimentary shoe-shine
Complimentary in-house Fitness Center and Business Center
Complimentary wifi
Private trainers, massage therapists and in-room beauty treatments available upon request
Dog walking service
Personalization of welcome amenities, housekeeping requests, food and beverage and room set
up
Quality management (Continuous improvement) of The Lowell Hotel
The Lowell Hotel has achieved the position among top hotels of USA because of its
focus on quality management. It has over the year developed its standard and work for
its growth and exploration of new ways to provide more ease and facility to its
customers.
Following are room amenities of this hotel which reflect their efforts on quality
management/continuous improvement by consistently considering and offering its
customers what they desire for.
DDC28 bath products designed exclusively for The Lowell by the owner Dina De Luca Chartouni
Frette bathrobes, La Botega custom made slippers and custom-designed cashmere throws
Marble bathrooms, many with his and her sink, deep soaking tubs and separate stall shower
Custom sheets—Brio collection by Frette, down pillows and comforters (other options on
request)
Gourmet mini-bar
Handicapped accessible room
Connecting room options available upon request
Apple TV available upon request
Rollaway beds, cribs and various housekeeping and personal items available upon request
Spacious closets and wardrobes for long-term stays
In-room fax, iPad and laptop upon request, many suites feature Apple computers and iPads
In-room safes
Moreover, the marketing department of The Lowell hotel has always remained updated
with the new developments, technological advancements, changes in taste and
preferences of the active and potential customers and upgraded its system accordingly
to meet the changing needs and work effectively in the competitive environment.
The quality management of this hotel can be measured through its increasing of number
of customers, heavy retention of its employees, installation of latest technology, new
techniques of training its human resource and evaluation and modification of service
delivery systems.
Hotel responsiveness to changing preferences
It can clearly be observed from the guests services and room aminiities of The Lowell
Hotel that it has continuously been updating its environment,system and resources
according to the changing preferences,perceptions and behaviours of customers.
Also, with the change in preferences of the guests,it has introduced different suites for
them such as junior suite,deluxe junior suite,onebed suite,two bed suite,speciality suites
and penthouse suites.It has never left its customers in this unpredictable changing
competitive environment.
Similarly,It has always taken great care of taste of its guests and responded
accordingly.The marketing team of The Lowell hotel has always remained engaged in
survey,interview,response form collections and other research techniques.As a result, it
has over the time upgraded its food chain which includes majorelle,Jacques,club
room,Pembroke room & afternoon tea.
Further,to respond the changing preferences of customers,different packages including
a lowel extra,executive breakfast and others have been offered.
All these offering are results of continuous research and analysis of the market and
responding to the customer services accordingly.
Impacts of changing consumer preferences on guest service management
Changing consumer preferences affect almost each and every aspect of the
economy but hotels and restaurants are more impacted. Urbanization is
experiencing more consumers move to urban areas. Resultantly, restaurants
are establishing prototypes with more small footprints and newer platforms of
dining pilfering share from the traditional models.
Following are the ways through which changing consumer preferences are
impacting restaurants.
1.More Demand for Convenience & comfort
2.Rapid Changes in Tastes
3.Advancement of technology
4.Coverage of news channels and social media
5.Choosing Cities Over Suburbs
