Customer Service
According to Chen et al. (2013), customer service defines the provision of services to the customers before, during and after the purchase. It is the act of taking care of the customers by providing high quality and professional services, which meets their customized needs. While considering the case of Fairmont, it can be found that Fairmont Chateau Lake Louise is provides excellent customer services towards fostering high level of customer satisfaction. The hotel has total 497rooms in five different sizes. The customers can choose the rooms as per their accommodation needs. The lakeside rooms of the hotel provide better view than the mountain side rooms. Torres and Kline (2013) opined that all guests of the hotel have equal access to the health clubs, which include an indoor pool, steam room, whirlpool and fitness equipments. In this way, the guest can access to healthy environment within the hotel leading to high level of customer satisfaction.
According to Prakash et al. (2016), effective customer service of a hotel is largely dependent on personification of the services as per the needs of the customers. Likewise, Fairmont Chateau Lake Louise takes care of personification of services to the customers. Moreover, the hotel has a small SPA room with massage, skin treatment, hair care services and many more. During peak season, the hotel employs almost 725 employees with additional 70 employees hired for running concessions. The warm behavior and dedicated service of the employees pleases the customers towards repeatedly visiting the hotel. Apart from providing the basic amenities, the hotel also offers free newspaper, nightly turndown services and many more. It seems like extra added value to the customers. On the other hand, Fairmont.com (2017) pointed out that the availability of meeting rooms and parks serve extra to the customers. In this way, the hotel offers effective customer service to the customers.
According to Kim and Qu (2014) service marketing includes the promotion of economic value of the services provided an organization. It includes the process of selling financial services, rental services, health treatment, hospitality, air travel and any more. Taylan Dortyol et al. (2014) stated that effective service marketing conveys the value of service to the customers leading to customer awareness of the service. In case of Fairmont Chateau Lake Louise, the organization offers hospitality services to the customers. Moreover, the customers can avail highly decorated and customized hotel rooms from this hotel. The organization offers affordable prices for their hotel rooms for making it accessible to all types of customers. During peak season, the hotel also offers discounts to the independent travelers (Fairmont.com, 2017).
Managed Service Marketing
Jani and Han (2014) pointed out that efficient service marketing is dependent on the convenience of the customers towards accessing the service. In this extent, Fairmont hotel is established on the most stunning and natural place of the world. Fairmont Chateau Lake Louise is situated within Banff National Park (BNP) of Canadian Rocky Mountains. Moreover, the hotel is situated at the foot of Victoria glacier on the shores of Lake Louise, which is easily accessible to the customers. Dedeo?lu and Demirer (2015) stated that proper service marketing goes with the effective promotion of the unique value of the services to the customers. Fairmont Hotel performs joint representation of travel trade shows with other hotels for promoting their hotel services. On the other hand, the hotel also arranges advertising campaigns for direct interaction with the customers and encourages them in visiting the hotels. Apart from that, the hotel also successfully used social media digital media advertisement towards conveying unique value of the hotel services to the most important customers. Such promotional media have fostered huge customer attraction of the hotel.
Hospitality indicates the relationship between the guest and host, where the hosts receive the guests with goodwill including reception and entertainment of the guests. According to Cheung et al. (2014), efficient hospitality is highly dependent on friendly reception and treatment of the guest in the hotel sectors. In case of Fairmont hotel, the customers get warm welcome at the reception of the hotel. The dedicated and well trained receptionists of the hotel give warm welcome to the guest. Moreover, the guests get all initial information about the hotel in details from the receptionists, which is quite satisfied to the customers. On the other hand, Ariffin (2013) opined that effective hospitality is also dependent on added value provided to the customers through the services. Apart from sightseeing from the hotel, the guests can also access the most popular active sports like skiing, cycling, spas, golf and many more.
The customers can also get easy access to the shopping facilities, which encourage the customers in re-visiting the hotel. Furthermore, Mazur (2015) stated that the hotel provides effective options to the customers towards keeping their body and mind healthy. Moreover, the availability of the health club and health equipment for exercises provide the guests added value and such hospitality services enhance the loyalty level of the guests coming to the hotel. Highly skilled and talented staffs of the hotel are prompt enough to provide require service to the customers. Moreover, they maintain timeliness in providing services to the guests. Another important part of hospitality of the hotel is availability of delicious dining options. Over 100 food establishment are available in Lake Louise area ranging from fast food outlet to five star restaurants. Therefore, the guests can choose their dining options either in fast food outlet or in five star restaurants as per their affordability. Such hospitality services have built the success level of the hotel.
Hospitality
According to Park and Levy (2014), hotel sustainability indicates the ability of a hotel towards embracing sustainable operation and development for preserving the environment. It defines the grand commitment of the hotel sectors for minimizing the carbon footprint generated from hotel services. Moreover, Mazur (2015) opined that hotel sustainability is the most responsible hotel agenda, which contributes in the corporate social responsibility of the hotels. In case of Fairmont hotel, the hotel is highly concerned about protecting the surrounding environment from harmful impacts of the hotel operations. The hotel is situation within Banff National Park and Rocky Mountain Parks, which is actually recognized as the United Nation World Heritage (Fairmont.com, 2017). Such parks are environmentally sensitive area, which contain critical wild wildlife habitat. Hence, Fairmont hotel takes active initiatives in protecting the wildlife of the parks and heritages. Moreover, the hotel also employs its own employees and other staffs for exploring the issues in wildlife management.
Jani and Han (2014) opined that environmental constraints are not burdensome on Fairmont hotel in recent years. The numbers of rooms are allowed to be capped at 563 and more than 1,126 guests are not permitted to stay at the hotel per night. In future, the hotel cannot be expanded larger than 140,000 square feet (Fairmont.com, 2017). Such initiatives of the hotel actually contribute in its hotel sustainability and environmental stewardship. However, Park and Levy (2014) pointed out that Fairmont hotel still has lots of opportunities, which could be used towards enhancing the sustainable operation. The hotel has still 20 acres of unused land, which could be used for wilderness states. Furthermore, the water saving devices like low-flow toilets and shower heads could be used for reducing the water usage of the hotel. The usage of renewable green energy and organic foods could also be contributed towards environmental stewardship of the hotel.
Tourism is the travel for the pleasure or business of the people, which is directly associated with the theory and practice of touring. Moreover, Taylan Dortyol et al. (2014) pointed out that tourism is the business of attracting, accommodating and entertaining the tourists. It includes transportation, entertainment, lodging, food and beverages and lot more. Fairmont hotel is directly linked with tourism development of the country. Moreover, the hotel offers luxurious and affordable hotel services to the tourists towards better tourism development in the country. During the peak season of tourism industry, the hotel accommodates lots of valuable tourists in its well decorated rooms. On the other hand, Cheung et al. (2014) opined that hotel meets the foods and beverage needs of the tourists, which serve their significant tour purpose. In this way, the existence of the hotel and its customized services has huge contribution in the tourism development of the country.
Hotel Sustainability
Kim and Qu (2014) mentioned that protection of heritages and natural resources builds the foundation for the success of tourism industry. Likewise, Fairmont hotel takes active initiatives in protecting the natural resources and heritage of the country. Moreover, the hotel protects the wildlife of the Banff National Park and Rocky Mountain Parks. The hotel understands the issues in wildlife management and suggests proper measures to the authorities for protecting that wildlife. In this way, the hotel increases the attraction of the tourists through protecting the heritages and natural resources of the country. On the other hand, Prakash et al. (2016) stated that Fairmont has directly increased the value of Lake Louise area as a popular tourist destination to the international tourists. Apart from that, the hotel has worked with almost 100 tour companies, association, travel agents and clubs for selling their products, which has direct contribution in tourism development (Fairmont.com, 2017). Hence, the hotel has significant contribution in the tourism development of the country.
References
Ariffin, A. A. M. (2013). Generic dimensionality of hospitality in the hotel industry: A host–guest relationship perspective. International Journal of Hospitality Management, 35, 171-179.
Chen, K. H., Chang, F. H., & Wu, C. (2013). Investigating the wellness tourism factors in hot spring hotel customer service. International Journal of Contemporary Hospitality Management, 25(7), 1092-1114.
Cheung, C., Kong, H., & Song, H. (2014). How to influence hospitality employee perceptions on hotel brand performance?. International Journal of Contemporary Hospitality Management, 26(8), 1162-1178.
Dedeo?lu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130-146.
Fairmont.com. 2017. Fairmont.com. Retrieved 9 December 2017, from https://www.fairmont.com/lake-louise/
Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20.
Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225-245.
Mazur, V. O. L. O. D. Y. M. Y. R. (2015). Hospitality Industry as the Effective Instrument of Travel Business Development. Journal of european economy, (14,? 3), 268-279.
Torres, E., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659.
Park, S. Y., & E. Levy, S. (2014). Corporate social responsibility: perspectives of hotel frontline employees. International Journal of Contemporary Hospitality Management, 26(3), 332-348.
Prakash, N., Somasundaram, R., & Krishnamoorthy, V. (2016). A Study on Linkage between Service Quality and Customer Satisfaction in Hotel Industry. Asian Journal of Research in Social Sciences and Humanities, 6(4), 285-295.
Taylan Dortyol, I., Varinli, I., & Kitapci, O. (2014). How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management, 26(3), 470-495.
Order an Essay Now & Get These Features For Free:
Turnitin Report
Formatting
Title Page
Citation
Outline
