Hospitality Operations-TH40095E

Name: Hemraj Oli

Student ID: 32146676
Assessment one: Portfolio

Word count: 1000 Date of submission:

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Table of contents

Contents
Introduction...........................................................................................................................................1
Trip Advisor Comment...........................................................................................................................2
Guest Cycle
Conclusion.............................................................................................................................................6
Reference List........................................................................................................................................7
Appendix……………………………………………………………………………………………………………………………………………8
 Introduction

Millions of people around the world trust the massive travel website TripAdvisor. Travelers
can exchange reviews, compare rates, and book popular excursions and attractions on the
largest travel platform in the world. Hotels can display their facilities and services to a large
audience thanks to TripAdvisor, which is a big advantage. The platform offers hotels a
number of services and tools to manager their internet presence, such as:
1, Listing and Review Management
2, TripAdvisor Instant booking
3, Certificate of Excellence
4, Participate of Travellers choice awards and
5, Review Widgets

In the hotel business, TripAdvisor is essential since it gives visitors a place to discuss their
experiences and hoteliers a chance to highlight their offerings. Because tourists frequently
rely on reviews from other travellers to make well-informed judgments about where to stay,
the platform has a substantial impact on hotel bookings.

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Trip advisor comment:

This Trip Advisor review draws attention to a negative stay in a purported four- or five-star hotel.
The client was upset that the hotel would not grant their request for rooms that were next to one
another, even though they had paid for superior accommodations and had given advance warning
that they needed to be close by for their young son.

The customer proved that the hotel’s app offered a two-bedroom suite at a lesser cost than the two
separate rooms they had paid for, which disproved the hotel staff’s alleged deception about room
availability and escalated the situation. This implies that the hotel workers may have been dishonest
or miscommunicated. Despite the inconvenience, the customer indicated that they would pay for
the suite. However, the hotel was unable to rectify the situation, blaming the booking website for
the impediment to offering a good resolution. This assessment brings to light a number of problems,
such as inadequate communication, rigidity, and perhaps dishonest behaviour on the part of the
hotel personnel. It shows a large discrepancy between what a customer expects and receives in
terms of first-rate service at a four- or five-star hotel.

Analysis of the scope of the hotel department involved

The hotel’s front office and housekeeping departments, in particular, are the focus of the
comments, which covers a variety of operational areas. Important concerns consist of:

1, Front Office:

 Miscommunication and dishonesty: The front desk employees gave false information on the
cost and availability of rooms.
 Inadequate problem resolution : The consumer was not satisfied since the front desk staff
did not adequately address and resolve their problems.

2, Housekeeping:

 Room Availability: The disinformation from the front office might have been influenced by
housekeeping’s preparedness and reporting on room availability.

Proposal of corrective action

To address the issues raised in the feedback, the hotel can implement the following corrective
actions:

1, Improved training for training staff :

 Accuracy in information: Staff should receive training to guarantee current and accurate
information about room availability and costs. Improved communication with housekeeping
is one way to find out the current status of each room.

2, Enhanced communication protocols :

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  Inter-departmental coordination: To guarantee that housekeeping and the front desk are in
constant contact, establish clear channels of communication.

3, System integration and updates :

 Booking system synchronisation : To avoid conflicts, make sure the hotel’s app and booking
system are in sync with other booking websites.

4, Flexible policies for issue resolution:

 Empowerment of front office staff: Give front desk employees the freedom to provide
prompt fixes, like improvements or pay, without placing the blame on outside sources like
reservation websites.

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 Guest Cycle
The guest cycle in the hospitality business refers to the sequence of steps that a guest goes through
during their interaction with a hotel, from the original booking to their departure and post-stay
follow-up. Understanding the guest cycle helps hotel staff provide exceptional service, meet guest
needs at each stage, and identify opportunities for enhancing guest satisfaction and increasing
revenue.

The stages of guest Cycle are :

The front office and housekeeping departments are involved in determining the needs of the clients
at each phase of the visitor cycle in the hotel sector.

1, Pre- Arrival:

 Front Office: Manages reservations, queries, and special requests, establishing the tone for
the guest’s future stay.
 Housekeeping: Ensures that the rooms are ready for usage, caters to any immediate needs
of visitors, and maintains a friendly atmosphere.

2, Arrival:

 Front Office: Greets guests, handles the check-in process, distributes room keys, and
provides information about hotel services.
 Housekeeping: Prepares rooms for occupancy, attends to any immediate visitor
requirements, and maintains a welcome environment.

3, Stay:

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  Front office: Oversees guest services, takes care of room fees, responds to questions from
visitors, and makes sure visitors are happy while they are there.
 Housekeeping: Keeps the area tidy, replenishes amenities, attends to requests from visitors
for room maintenance, and makes sure they have a comfortable stay.

4, Departure:

 Front office: Assists with guest accounts, gathers comments, expedites the check-out
process, and updates room availability.
 Housekeeping: Helps guests with their luggage, makes sure their rooms are prepared for the
next visitor, and makes sure their departure is enjoyable.

Sales opportunity in each stage of guest cycle :

1.Pre-Arrival Stage :

Sales Opportunity: To enhance the visitor experience, hotels can upsell improved rooms, extra
services, or amenities during the pre-arrival phase. Now is an excellent time to increase sales by
offering exclusive packages, spa services, or dining options.• Sales Opportunity: To enhance the
visitor experience, hotels can upsell improved rooms, extra services, or amenities during the pre-
arrival phase. Now is an excellent time to increase sales by offering exclusive packages, spa services,
or dining options.

2. Arrival stage :

Sales Opportunity: To maximise earnings, hotels may advertise last-minute extras, such as premium
services or room views, as guests arrive. Furthermore, giving welcome amenities or packages can
enhance the guest experience while increasing revenue.

3. Stay stage :

Sales Opportunity: To maximise earnings, hotels may advertise last-minute extras, such as premium
services or room views, as guests arrive. Furthermore, giving welcome amenities or packages can
enhance the guest experience while increasing revenue.

4. Departure stage :

Sales Opportunity: Hotels can continue to upsell customers on extras such as room service, tours,
and activities available at the hotel as well as the surrounding area while they are there. During the
occupancy stage, promoting unique experiences, promotions, or special events may result in more
funds.

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 Conclusion

In addition to providing tools for hotels to manage their internet presence,

TripAdvisor is a vital player in the hospitality sector, allowing guests to compare and
exchange evaluations of various lodging options. A bad review brought to light
problems at a supposedly upscale hotel, such as poor problem-solving skills and
perhaps dishonesty on the part of the front desk staff. The evaluation identifies
shortcomings in the housekeeping and front office divisions and calls for increased
system integration, improved communication, and better training. Corrective
measures include synchronized booking systems, improved interdepartmental
collaboration, staff training for accurate information, and giving front desk
employees the authority to handle problems quickly. By upselling and advertising
extra services and products, hotels may increase guest pleasure and income
opportunities at each stage of the guest cycle—pre-arrival, arrival, stay, and
departure.

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 REFERENCES

1. Alkitbi, S.S., Alshurideh, M., Al Kurdi, B. And Salloum, S.A. (2020). Factors Affect customer
Retention: A Systematic Review. Advances in Intelligent Systems and Computing, 1261,
pp.656–667. Doi:https://doi.org/10.1007/978-3-030-58669-0_59.

2. Alemar, S. (2022). The Hotel Guest Cycle & Why It Matters. www.canarytechnologies.com.
Available at: https://www.canarytechnologies.com/post/the-hotel-guest-cycle-why-it-
matters [Accessed 1 Apr. 2024].

3. Kinstler, L. (2018). How TripAdvisor changed travel. The Guardian. Available at:
https://www.theguardian.com/news/2018/aug/17/how-tripadvisor-changed-travel
[Accessed 1 Apr. 2024].

4. Raghubalan, G. And Raghubalan, S. (2015). Hotel Housekeeping : Operations and

Management. New Delhi, India: Oxford University Press.

5. Shoukat, M.H. and Ramkissoon, H. (2022). Customer delight, engagement, experience, value
co-creation, place identity, and revisit intention: a new conceptual framework. Journal of
Hospitality Marketing & Management, 31(6), pp.1–19.
Doi:https://doi.org/10.1080/19368623.2022.2062692.

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