The report carries a critical review of the products and services offered by Emirates One & Only Wolgan Valley is a hotel based in Australia. With this review process, the main aim of this paper is to come up with service visions for this hotel guiding its service and product delivery. The hotel is set within a national park hence considered one of the best Australian premier ultra-luxury destinations. The hotel will be the hospitality operation which I will visit as a mystery customer. The work of this paper is based around a critical review of the products and services offered by Emirates One & Only Wolgan Valley is a hotel based in Australia. After the identification of the various operational challenges experienced in the hotel, we find that the management needs to check on the quality of service offered to its customers. With consideration of the findings, a service vision stating that the hotels aim at creating a memorable and positive experience for every guest through quality service that focuses on individual needs in an inspiring and unique atmosphere is developed.
The review process is done by developing a checklist which will be used to review the different services and products offered by the hotel. The paper will also contain a manager interaction session were in response to the derived recommendations concerning service improvements in this hotel. The article also undertakes a review of the possible service insufficiencies in the hotel. A vision statement is then developed, and a conclusion inferred summarizing the findings of this paper.
Emirates One & Only Wolgan valley hotel offers different services which include: lodging services, food and beverages, recreation, entertainment, events and health and sport. During my visits, I will use the below checklist to evaluate the products mentioned above and services offered by the hotel.
The checklist assessing these products and services will be:
- Cleanliness of the hotels’ facilities
- Responses of staff members to customers’ requests.
- Taste and temperature of the food served to customers.
- The level of welcome offered to customers.
- The physical location of the hotel.
- Access to Internet services in the hotel.
- Customer’s security.
On entering the hotel, the hotel staff didn’t portray a welcoming attitude towards the customers. It was evident as customers took a lot of time while booking for rooms using the online system with no assistance from the receptionist. The hotel main serving area was clean as the waiters regularly mopped the surfaces and the tables while serving the customers. On the other hand, guest rooms were not well maintained as there were dirty beddings and waste which had been left by other users (Menguc, Auh, Yeniaras & Katsikeas, 2017). It is important to note that the hotel was located strategically; this eased my access. Besides the location of the hotel in the national park offer a chance to have a view of native animals and offered exciting nature walks. The hotel offered strong internet services to its customers, and the hotel Wi-Fi was accessible in all corners of the hotel compound. Despite having a well-established security service, there were notable security lapses. Most of the customers visiting the hotel were allowed on the premises without having a security check up.
Observations and Recommendations
Having identified all services with insufficiencies, I requested the manager to discuss the services and products offered by the hotel. While asking the manager why the hotel employees failed to welcome the visitors to these hotels, the managers responded by saying that they were currently experiencing a shortage of employees. He added to say that the hotel had been forced to withdraw some of their receptionist and directed them to perform their duties in other areas. Besides, the manager said that the challenge of dirty lodgings was as a result of a small number of employees; hence the available few took a lot of time to attend to all rooms. On a positive note, I commended the manager of the strong Wi-Fi net with and the strategic location of this hotel. The manager responded by saying that they had invested a lot of capital while installing a strong wireless network. During installation, the network was intended to be used in the various hotel departments and customer’s guestrooms. The manager added by saying that the hotel had also invested a lot in the purchase of its current land, which gave it a strategic location right inside a park.
Concerning the staff, delayed response to customer’s needs, the manager responded by saying the hotel was experiencing a massive number of customers who surpassed the employee’s ability to make a quick response. Concerning the security lapse, the manager commented by saying that measures were being taken to equip the security team with more advanced tools which would ease the customer security check process. On enquiring why customers were served with cold food, the manager responded by saying that this challenge was only present during lunch hours when the hotel experienced a significant number of visitors. The engagement ended as I commended the manager for the effort taken by the hotel when serving the customers with meals of the right taste as per the customer’s request (Xu, Liu, Guo, Sinha & Akkiraju, 2017).
The manager accepted a request of caring out an observation behind the scenes to identify possible service insufficiencies. During the observation, we were able to visit the hotels’ finance department. In this department, we found that the hotel had been promoting cash payments from its customers; this had the potential of delaying the payment system and posed a security threat to the hotel. In the hotel lodging section, the installed telephone communication system was not efficient. Therefore the company was bound to install modern communication system which included the use of apps which could facilitate customer’s staff communication hence eliminating communication breakdown, which had high chances of occurring. Due to the constantly rising number of customers visiting this hotel, the management needed to expand the food service area to reduce congestion which would expense during the festive seasons (Cui et al ., 2017). These are some of the identified challenges which had the capacity of causing service insufficiencies within the hotel.
Service Vision
After a critical analysis of the different operational strongholds and challenges of Emirates One & Only Wolgan Valley, a service vision is developed. The service vision describes the hotel present and future targets when serving its customers. The hotels’ service vision is:
Creating a memorable and positive experience for every guest through quality service that focuses on individual needs in an inspiring and unique atmosphere.
The receptionist should offer assistance to enable easy bookings hence minimise time spent by customers.
It can be recommanded that the taste of the food prepared in the hotel was excellent and meet the customers’ expectations, however food was not served at the right temperatures, and this included food prepared before the arrival of the customers.
Serving food at the right temperature is essential for the hotel; therefore, the hotel can adopt the strategy of cooking light dishes on the customer’sarrival.
The hotel staff members took a lot of time while responding to the customers need, and this was evident as meals were delayed.
The management should increase its number of employees who will be tasked at attending to the customer’s order.
This will help in reducing the delay tome experienced while attending ton the customers’ requests in the hotel monitoring customers on their arrival to the hotel premises.
Based on these observations, the management should ensure that customers are served with meals at the right temperatures, security checks are performed in a proper manner and cleanliness maintained in the hotel lodging areas.
Besides on arrival in at the hotel premises, the guest should be welcomed in the right manner, and customer’s special request addressed promptly.
Conclusion
Emirates One & Only Wolgan valley hotel offers quality services and product; hence it has become one of the leading hotels in Australia. We can conclude that the hotel management needs to carry out a review process of the different services and products they offer. The review process can be done effectively by composing a checklist which contains the expected standards which the hotel should process. After the review process, some of the challenges identified were: a security lapse during the inspection, serving cold food to customers and delayed responses to customer’s needs. The management should also carry out a study to determine some of the possible service insufficiencies. The administration should come up with a clear service vision stating is the commitment towards service delivery to its customers. There should be clear guidelines on how customer services would be delivered in the organization. The reviews of the customers regarding the services offered should be evaluated. Customers leave the reviews depending on the quality of the services offered. This is an opportunity for the management to come up with better ways of dealing with the customers’ satisfaction. The reviews by the customers are it be positive reviews or negative reviews will give the management a better way of improving the quality of the services offered. Finally, management should invest more in issues regarding customer satisfaction strategies such as offering customer pocket-friendly services but quality enough to serve their purpose well.
Cui, L., Huang, S., Wei, F., Tan, C., Duan, C., & Zhou, M. (2017, July). Superagent: A customer service chatbot for e-commerce websites. In Proceedings of ACL 2017, System Demonstrations (pp. 97-102).
Menguc, B., Auh, S., Yeniaras, V., & Katsikeas, C. S. (2017). The role of climate: implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45(3), 428-451.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017, May). A new chatbot for customer service on social media. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (pp. 3506-3510).
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