HGE401: Hotels and the Guest Experience - Tourism And Hospitality Assignment

Internal Code: MAS6866

Tourism And Hospitality Assignment:

In the hotel business, you are accommodating a variety of travellers with various demands, needs and expectations. Delivering a consistent and distinctive customer experience in a highly competitive environment is a central concern for managers of hotels. Your task in this assessment is to investigate what international hotel companies are doing to enhance their guest experience; what strategies brands are using to stay ahead of the pack; and what global trends are affecting consumer behaviour worldwide. Then make some overall recommendations on how hotel managers can deliver a consistent and distinctive customer experience in their individual hotels. Questions: 1) A definition of service and a discussion on what constitutes service experience in today’s competitive hotel context; 2) A historical overview of guest experience in hotels; 3) The relative importance of the service economy and what that means for international hotels; 4) What might be the consequences for a hotel when they do not deliver what customers expect; 5) A discussion of both tangible and intangible elements that a part of the guest experience.