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Key Topics
Requirements:
Discussions:
#1:
Intangibility
This week we learned about the challenges of intangibility and how hotel companies attempt to influence guest expectations and satisfaction by managing the physical environment (Lighting, sound, scent, signage, textures, etc).
First, which of these physical elements do you believe is the most important, and why? Post your answer on the forum, and provide a link to the website or cite the source where you found your best information!
Second (and include this in the same post - not a separate post) think about how a Franchisor (brand) would attempt to control the item above in ALL of their hotels - recognizing that they manage less than half of them in most cases.
# 2:
A. Should the sales person stay with the meeting planner, working together to plan all details up to the time of the event?
#3:
Directions:
Read one of the posted discussion articles and respond to the following question:
Restaurant Menu Design: How To Design A Restaurant Menu http://restaurants.about.com/od/menu/a/Menu_Design.htm
Name the article you read and describe one key element that stood out and why
Respond and comment to one other posting
Solution
Answer 1:
Hotel companies invest a good amount of time to leave an impact on the customer experience by enriching the physical environment within and outside a hotel. Lee and Jeong (2012) explained physical environment as decoration, layout , lightings to enhance customer experience. However, customer satisfaction is dependent on the ability of the customer to interact with the physical environment. Hence, any parameter that is most visible and vibrant is important to the customer. It is the reason that design of the hotel and ambiance leaves the greatest impact because customer can directly feel these elements. For example, recent development in Middle east has attracted lots of customers due to the rich design and great ambiance in the hotels.
Keeping a track of the elements success in more than half of the hotels is a challenging task, but benchmarking is one of the processes. Hotels can keep check about the design and equipments. Moreover, consistent feedback from the customers about can help in keeping a track for every hotel.
References:
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Lee, S. & Jeong, M., 2012. Effects of e-servicescape on consumers' flow experiences. Journal of Hospitality and Tourism Technology, 3(1), pp. 41 - 52.
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Answer 2:
Who service is an interesting case. It is hard to take a stand on one of the given opinions,but I am intended towards option 1 where a salesperson should stay until the end. There are a few reasons that support the case. First of all, salesperson has a reason to sell a booking by presenting some advantages about the booking. Hence, it is better for the salesperson to have a clear picture of the end to end process. In such a scenario, a salesperson will be able to present things better and can complete the entire process. However, it is equally important that salesperson should be well versed about the process of hotel service industry. It is recommended that sales person should not take the complete charge for the follow ups and actual booking, but should be informed about the process. A service manager who has a better insight about the customer service can provide greater customer satisfaction, but there should be some overlap so that a person facing the customers should have a complete knowledge. It is required to persuade customers.
In case sales and services are kept two completely different departments and hotel fails to bridge the gap between the customer expectation built by the salesperson, it will impact the hotel image to a great extent.
Answer 3:
The article that I read is “Menus that sell”. It is an interesting article and has a lot of information. However, it points out an interesting thing that placing the menu items in the order of profit is important. I found this point to be thoughtful because the overall goal of the restaurant menu is to attract customers. If the menu is well designed, then it is highly probable that customer spend a lot of time on the initial pages itself due to good layout, design and interactivity. Furthermore, placing the items on the last page has the same impact, because a customer doesn’t go through the entire menu again and decide order preferences in the first scan.
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Restaurant Menu Design. (2016). Rrgconsulting.com. Retrieved 23 March 2016, from http://rrgconsulting.com/psychology_of_restaurant_menu_design.htm
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