Sheraton Nha Trang Hotel Case Analysis

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Recommended: Importance of service quality and quality management in the hospitality management

Introduction Room division is one of parts in hotel. It includes the front office, concierge, housekeeping, reservations, and guest’s services. Hotel’s business starts at front office when we make conversation with customers. Housekeeping makes the guest’ occupancy properly and make customers feel comfortable with their room. All parts of Room Division Operations always connect together to make it work properly and especially, serve to guest best quality of service. For example, for more than 70 years Sheraton has joined to hotel industry. Ernest Henderson found the origins of Sheraton on 1937 and Robert Moore built their first hotel in Springfield, Massachusetts. Sheraton belongs to Starwood Hotels Corporation. Sheraton Nha Trang Hotel …show more content…

Every month they look back the activities, create new programs to increase employees’ skills and fix errors of them, and services.
• They define what the customer expects from the establishment and they are useful for the management to attempt to adhere to them.
• Customer service standards give out information to the potential guests on what they can expect at the quality of service provided. Customer service standards are defined under three main components.
• Timeliness: Customer service standards need to have a timeline attached to them. It develops the customer’s faith in the establishment.
• Accuracy: The information given in the service standards need to be accurate without misleading customers.
• Appropriateness: Customer service standards need to be appropriate to the needs expectations of the customer and the employees.
1.6 Explain the services to the customer’s needs in Sheraton Nha Trang Hotel
Types of services offered to support customer’s needs in Sheraton Nha Trang Hotel
• Children's Play Area Sheraton Adventure …show more content…

• Laundry services Sheraton Nha Trang Hotel provides Laundry service. The guest put their clothes into laundry bag and attaches vote, then call the room staff come and get it bring to the laundry service.
• Sheraton Fitness Programmed by Core Performance Fitness
For customers who are intent on keeping fit during their stay, Sheraton Nha Trang Hotel have fitness centre that caters to these needs.
• Link @ Sheraton experienced with Microsoft Link @ Sheraton experienced space with Microsoft is a completely new experience and fun, where guests can enjoy a leisurely lattes and hot snacks from Feast restaurant next door, or meet chatting with friends. The guest can connect the terminals on the touch screen or carry our personal laptop to use internet for free here.
Link @ Sheraton
• Sheraton Club Lounge
Sheraton Club Lounge Designed exclusively for guests staying at the Club Class Rooms, Suites and Service Apartments, Sheraton Club Lounge is a relaxing space located at the 25th floor level of the hotel, featuring magnificent views over Nha Trang bay and serves free breakfast, afternoon tea party with many different types of

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