Sheraton Nha Trang Hotel Case Analysis

3666 Words8 Pages
bulb-icon

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

Show More
Related

  • G6 Hotel Case Study

    1387 Words  | 3 Pages

    My group previously visited the Sheraton Hotel for our first interview with the front desk manager and it went very well. We decided to keep with the same hotel for our next interview, but due to a last-minute cancellation from the housekeeping manager we were not able to complete the interview. Due to this situation, I will be talking about a whole different hotel - G6 Hospitality. The name G6 Hospitality refers to the hotel brands – Motel 6 and Studio 6. I chose to G6 Hospitality because it is a well-known company that I wanted to know about more in-depth. From all my research, I have gained a lot of insight on what G6 Hospitality is all about.

    Read More

  • If Disney Ran Your Hospital

    2487 Words  | 5 Pages

    Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.

    Read More

  • Advantages Of Tier Customer Service

    1050 Words  | 3 Pages

    To tier or not to tier is a question that many companies have been faced with when considering how to provide customer service to repeat versus one time customers. A “Tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer’s actual or potential value as a consumer.”(Gibson, 2012) I will attempt to explain the reasons not to implement a tiered customer service system, throughout this essay.

    Read More

  • My Customer Service Styles: My Customer Service Style

    933 Words  | 2 Pages

    The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.

    Read More

  • Analysis of Hilton Hotels

    870 Words  | 2 Pages

    The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.

    Read More

  • Accor Hotel Case Study

    1089 Words  | 3 Pages

    Accor Hotels is a multinational hotel group which owns, operates and franchises over 3700 in 92 countries representing several different brand names. The brands they represent range from budget, economy to five star accommodation. This hotel group is classed as a large organisation, they call their Human Resource department Talent and Culture this department consists of managers and staff who 's main focus is the Human Resource Management roles and responsibility. The Human Resource role and responsibility within the Accor company is the human resource manager as it a large business, this department supports business and running of the business. The human resource manager is responsible for employee engagement, employee relations, recruitment and selection, health and safety and legislation.

    Read More

  • Oberoi Group Hotel Case Study

    1304 Words  | 3 Pages

    We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt

    Read More

  • Customer Service Case Study

    1457 Words  | 3 Pages

    Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.

    Read More

  • Management Analysis of Hilton Hotels

    1797 Words  | 4 Pages

    Hilton Worldwide carries out business through three segments: (1) management and franchise; (2) ownership; and (3) time-share. These business segments enable management to capitalize on strengths like brand recognition and economies of scale. The company focuses primarily on the management and franchise segment which consist of 3,918 hotels with 610,413 rooms. Managing the properties, rather than owning them, allows the company t...

    Read More

  • Mandarin Oriental Hotel Case Study

    2175 Words  | 5 Pages

    They are committed to making a difference every day; continually improving. better to keep us the best. The guiding principles Delighting their guests They will strive to understand our client and guest needs by listening. to their requirements and respond in a competent, accurate and. in a timely fashion.

    Read More

  • Collier's Five Components Of Customer Service

    935 Words  | 2 Pages

    The second component is reliability, it relates to products and services being available to customers any time they want to use it. This includes things such as on-time operation and opening hours, including public holidays. As well as bookings being free of errors and the level of service provided be consistent among staff and at all times of the day, every day. Being reliable is of significance to customers it accounts for a lot of their expectations when dealing with a company. Being unavailable to customers reads to them that their time is not

    Read More

  • Disney Case Study: Walt Disney And Hong Kong

    1497 Words  | 3 Pages

    To cater to customer needs. To keep in mind the complications that arises in different situations and handling it. Teamwork and proper service, internal strategy and proper communication.

    Read More

  • Importance Of Moment Of Truth In Marketing

    1797 Words  | 4 Pages

    Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.

    Read More

  • Importance Of Service Quality In Hotel

    932 Words  | 2 Pages

    Hotels should focus on staff attitudes which is the critical needs of quality service. Different attitude will influence their behaviour and have different effects on customer reactions (Allen and Grisaffe 2001). Listening and questioning skills are important techniques. Hotel staff must be friendly and helpful whenever the client have requests. They must be able maintain the hotel’s image through attitude, personal hygiene and behaviour. Customer’s happiness will increase when employees show a clear expression of body language, for example, eye contact, using polite gestures, control the tone of voice, treating guest like part of their family, and also solve issues when customers encounter problems (problem solving skills) and make sure that staff will not act before asking the customers, unable to meet customer’s requirements and also giving negative response. Next, staff must be knowledgeable about everything from the hotel to the location and customer needs. They must be able to provide prompt service for example when a guest asked for nearby attractions and places to visit, staff must

    Read More

  • Essay On Listening Skills

    1576 Words  | 4 Pages

    An example of insufficient customer care, would be an airline passenger, who has trouble finding a place for a bag, yet the flight attendants, don’t listen to the complaints, as they are busy with their duties. Flight service don’t realize that lack of priority given to a customer will consequently reduce the level of satisfaction with the flight, which will have a negative impact of this customer’s image of the company as a whole.

    Read More

More about Sheraton Nha Trang Hotel Case Analysis

Open Document