TASK 1:
The Grand Palm is one of leading luxury urban hotel that is situated in the heart of bustling metropolitan area and it is populra for its high-end ammenities, elegant designa and exeptional services. This organization has strong brand postiion but it recive huge number of compaints from the customers due to its effective communication which eventually neegtively influnce on its profitability and sucess. Selected organization is receiving complaints related to revervationj and booking information, room service and housekeeping requests, check-in and check-out communication, event and conference coordination as well as in-room technology and amenties.
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Additionally, ineffective communication negetively influnce on the customer experince and satisfaction as well as trust from which they are less likely to avail the services as switch towards the competitors which lead to reduce profitability and harm busines reputtaion in the market (Bovee and Thill, 2021). From the above graph it has been depicted, higher number of complaints are recived in relaaton to reservation and boking information as compare to others. From 600 compiants 180 complaints are receive relation to lack of reserveation and booking information. The manager of The Grand Palms is not providing the correct and clera information during the process of reservation. Due to lack of information, the customers are facing the issue related to types of rooms and rates.
Apart from this, due to ineffective communication, chsoen hotel is also receiving the complaint related to room service and housekeeping request. The gueste are experincing errors and delays in the housekeeping requests and room service. The guests of selected hotel are facing the issue related misscommunication about incorrect orders, delivery times and not following of housekeeping schedules. These companiants directly impacts the the satiosfaction, enggament and experince of the customers which leads to decline profiotability, damaging reputtaion and reducing future bookings (Rings and Rasinger, 2022).
TASK 2:
Reservation and booking process: In the hospitality sector, reservation and booking information is one of the common complaint that is receiving from customers due to ineffective communication. To provide the proper and complete information about types of rooms and reservation as well as bookings chosen hotel should need to use online reservation software.30% customers of The Grand Palm are facing the issue with incorrect and unclear information at the time of reservation process. Adoption of this software will be beneficial for The Grand Palms because it helps in automate the communication with the guests which results in decrease the chances of receiving complaints. Additionally, this software will helps in sending complete information about the confirmation on email or messages which helps in preventing guests from forgetting their reservations (Boto-García et al, 2021).
Room service and housekeeping requests: Room services and housekeeping request is one of the common issue that is face by the guests from hotels.
To provide the better services and maintaining the housekeeping request system, The Grand Palms should need to emphasis on adopting guest request management system (GRMS). It is critical area of hotel operations that dishonourable for confusion, miscommunication and slow response time (Stringam and Gerdes, 2021). This solution will help in enhancing Guest experience and satisfaction, improve operational efficiency and data security.
Check-in and check-out coordination: Check-in and check-out is another common issue in the hospitality sector from which guests are facing the issues related to confusion over billing and lack of information relevant to accessibility of services and amenities (Chalupa and Petricek, 2020).
The Grand Palms will need to use emerging technology like artificial intelligence (AI). The guest of chosen hotel are waiting for long times for the help at the front of tasks while peak periods. This helps in automate tasks like sending confirmation on email, pre-check-in forms and mobile Check-in options.
Event and conference coordination: The Grand Palm should need to use effective communication tools to provide the proper information about the events and conferences to the guests. More than 90 complaints are receiving related to event and conference coordination due to ineffective communication related to changes in schedules, event details and coordination between staff and other hotel services.
TASK 3: REPORT
INTRODUCTION
For increasing profits and driving the success, it is important for the hotel companies to address the complaints of guests in effective and proper member from which they are likely to avail the services. Addressing the complaints of guests can be beneficial for The Grand Palms because it aids in building loyalty of guests, enhancing online presence, developing brand identity and gain competitive advantage over competitors. This report will be based on ways of managing the expectations of the guests in the context of The Grand Palms. Additionally, this report will highlights recommendations and strategies to overcome and enhance highest complaint receive i.e. reservation and booking information.
MAIN BODY
Reservation and booking information is considered as one of the common complaint that is received by the majority of the customers within hospitality sector due to providing incomplete and incorrect information at the time of reservation process (Dillette and Ponting, 2021). The Grand Palms is not maintaining the effective communication within its operation from which guests are facing issue related to incomplete information relevant to types of rooms, special requests and rates. 180 out of 600 complaint is receiving related to information of reservation and booking. The guest who experience this issue are less likely to avail the services from chosen hotel which results in decline its profitability, damaging brand and reputation as well as reducing future bookings (Booking. Com, 2024).
It has been recommended that, to minimize the customer’s complaint related to reservation and information booking, The Grand Palms should need to adopt central reservation system (CRS). Adoption of this system will be beneficial for the hotels to overcome particular complaint because it aids in centralizing the details relevant to booking in one place as well as allowing hotel managers to admittance everything that they require in real-time (Koh and Hassim, 2021). Along with this, adoption of this strategy will be beneficial for chosen hotel because it aids in enhancing experience of guests, increase efficiency, enable better decision-making, create real-time reservations and avoid over-bookings as well as manage cancellations and refunds.
Furthermore, hotels are receiving higher number of complaint related to lack of information relevant to bookings and reservations so it will be important for them to take corrective actions to mitigate. To overcome and enhance this complaint, chosen hotel will need to develop global distribution system (GDS). Adoption of this system will be beneficial for hotels because it helps in admittance to large number of hotel inventory and provide extensive functions of search and bookings (Aamir and Atsan, 2020). Implementation of this system will be beneficial for the chosen business because it helps in increased visibility, modernize booking process, offer bundled package and improve efficiency.
To overcome the complaint of reservation and booking information, The Grand Palms should need to develop reservation management system that allows it to have complete control over the reservation and enhance the experience of the users. With the help of this system, guests can book the rooms online and get real-time information about the prices, services and accessibility of rooms (Nikolskaya et al, 2021). Through this system, guests can also check-in and check-out more easily and speedily without waiting for long time in lines. Adoption of this strategy will be useful for the hotels because it aids in increase efficiency, reduce risks of double booking and strengthen better relationships with customers.
Apart from this, to enhance and overcome the chosen compliant, The Grand Palms should need to use user-friendly websites because it helps in boosting direct bookings. Execution of this strategy will be beneficial for the chosen hotel because it helps in enhance customer services, increase bookings, increase brand awareness and gaining competitive advantage over competitors. With the help of user-friendly websites, guests can make the reservations any time and gaining the information about property 24/7 and freeing up staff to focus on other guests (Shrestha et al, 2021).
CONCLUSION
By summing up report it has been concluded that, to attract and retain the guests for long duration it is important for the hotel companies to address their complaints speedily. The Grand Palm is receiving high number of complaint related to reservation and booking information which leads to reduce profitability, damage reputation and reduce bookings in future. To overcome this complaint, chosen hotel can need to develop user-friendly website, CRS, reservation management system and GDS.
REFERENCES
Books and Journals
Aamir, S. and Atsan, N., 2020. The trend of multisided platforms (MSPs) in the travel industry: reintermediation of travel agencies (TAs) and global distribution systems (GDSs). Journal of Tourism Futures, 6(3), pp.271-279.
Bovee, C. L. and Thill, J. V. 2021. Business Communication Today. 15th edn. Upper Saddle River, NJ: Prentice Hall.
Dillette, A. and Ponting, S.S.A., 2021, June. Diffusing innovation in times of disasters: considerations for event management professionals. In Journal of Convention & Event Tourism (Vol. 22, No. 3, pp. 197-220). Routledge.
Koh, W.S. and Hassim, Y.M.M., 2021. Hotel reservation management system. Applied Information Technology And Computer Science, 2(2), pp.973-992.
Nikolskaya, E.Y., Zakharova, E.V., Galkin, D.V., Kovaleva, N.I. and Panova, N.A., 2021. The impact of digital technologies on the transformation of the tourism and hospitality industry. Revista Geintec-Gestao Inovacao e Tecnologias, 11(4), pp.623-632.
Patafta, D. and Milohnić, I., 2022. Challenges of managerial communication in hotel business operations. In Faculty of Tourism and Hospitality Management in Opatija. Biennial International Congress. Tourism & Hospitality Industry (pp. 209-225). University of Rijeka, Faculty of Tourism & Hospitality Management.
Report
Rings, G. and Rasinger, S. M. 2022. Cambridge Introduction to Intercultural Communication. Cambridge: Cambridge University Press
Shrestha, D., Wenan, T., Rajkarnikar, N., Shrestha, D. and Jeong, S.R., 2021. Study and evaluation of tourism websites based on user perspective. Journal of Internet Computing and Services, 22(4), pp.65-82.
Online
Booking. Com, 2024. Reservation process. Online. Available through: < https://developers.booking.com/connectivity/docs/reservations-api/reservations-overview>
