London Hilton on Park Lane: Managing the International Hospitality Service Experience

London Hilton on Park Lane
Source (http://www3.hilton.com)
Managing the International Hospitality Service Experience
Introduction
The quality of the service offered by hospitality facilities is the key to having competitive advantage in the market. Faced with intense competition, the providers of hospitability services should strive to deliver the best quality of all acute elements comprising a visitor’s experience as well as attempt to fulfil a wide range of required standards. All aspects of the facility should be considered including interior and exterior layout; general ambient conditions such as rooms, suites and other equipment of the hotel; services and conveniences; employee and customer responses; social and individual interactions, customer loyalty and also safety (Wu and Ko, 2013).
Designing a proper valuation scheme for hospitality facilities such as hotels, plays a vital role in reassuring to the public that the hotel is committed to quality. Even though the appraisal aims to support the performance management, studies document that many of the administrators do not appreciate such assessments (Brown et al., 2010). There a few main characteristics that need to be put into emphasis while benchmarking every aspect of the hospitality service experience and measuring the luxury and trust offered by the hotel.
First of all, the concept of design is very important. The actual physical place where the service is performed, the architecture, conditions of the rooms and general ambient conditions will always have an impact on exploiting the potential of the business (Hotel Accommodation Quality Standard, 2016). Furthermore, it is important to measure the efficiency of the service, sometimes measured by the degree of customer contact and interaction. Questions regarding the line of visibility, services witnessed by the customer and the nature of such interactions are crucial for building a good perspective of the service (Jawahar, 2007). Furthermore, this point of the assessment scheme should also focus on the tangibility, consistency, proficiency, politeness, and communication style between personnel and the client (Internationalfivestar.org, 2016). Availability of the staff, the aptitude, expertise and respect they show towards the guests as well as the coaching and motivation of the staff itself (Leamon, 2006; Vasset et al., 2010) are key for the experience the client will have during their stay in the hotel. Moreover, security and safety i.e. safety and lack of risk should be guaranteed, accompanied by any threats related to the hotel. The assessment should be able to identify: crime apprehensions, facility weaknesses, and physical security presence.
The main goal of the study is to focus on assessment of London Hilton hotel on Park Lane on how it has integrated of service quality, marketing, as well as customer management relation in a bid to improve customer satisfaction, customer retention and establishing of a strong competitive edge against the rivals in the hospitality industry, Also, the paper identifies the main issues regarding this facility and its day-to day management activities, while focusing on its main advantages and disadvantages. Lastly, the paper provides a full description of the facili...