CONSUMER PERCEPTION OF HOTEL SERVICES

Consumer Perception of the Service & Facilities of two Leading Hotels.

Acknowledgement

I would like to thank the following for their contribution to the production of this research paper. Ms. Ann, my research paper tutor, for giving her professional experiences, knowledge and recommendation during the whole progression of the production period of this paper Also to my parents, friends and all my classmates. Finally I want to show my gratefulness to the staffs of West London College. Lastly, I thank to West London College for providing me with such opportunities to work and gain experience of the professional field and writing formal report like this.

Abstract

The research paper is an account of the comparison of hotels Travelodge and Premier inn in relation to consumer perception about the facilities and services. It highlights the significant factors for which the customers develop their perception which includes the service quality, room furnishing, the welcome gestures, food, and comfort. The research also highlights the recommendations for which the hotels in comparison may improve their service quality based on current customer perception.

Table of Contents

Introduction6

The Budget Hotel Industry6

Methodology7

About the Hotels8

Travelodge8

Premier Inn8

Factors of Consumer Perception of Hotel Service Quality9

Expectations on the Grounds of Residence9

Noise and Odour10

Features Sometimes Ill-Conceived11

The Quality Of Hotel Services12

Analysis According to the Customer Awareness15

Price15

Location16

Facilities Provided17

Food Provided17

Furniture18

Efficiency of the Front Desk19

Staff Attitude20

Competitive Analysis of Hotel Management20

Premier Inn20

Travelodge21

Marketing as Perceived by the Consumers21

Customer Satisfaction22

Findings23

Recommendations24

References26

Consumer Perception of the Service & Facilities of two Leading Hotels.

Introduction

The industrial sectors of accommodation and tourist services are highly sensitive to economic conditions and competitive market and are represented by capital, management, marketing, personnel, and energy, maintenance and technology intensive factors. Demand and consumer expectations have continued to expand in the changing global market and high growth of a population that wants extra comfort. The hoteliers and tourist services can only meet the challenges of today's global market through knowledge and developing strategies that address consumer trends, economic conditions, technology, competition and public safety. Challenges of the hospitality industry and tourism services are the changing demographics and increased demand service restaurants, It is essential that new gambling jurisdictions to establish comprehensive regulatory frameworks, What a buyer needs to do to meet the solvency requirements for bank lending and dangerous in the current market transactions to acquire property and an adequate ROI?, Do investors get what they bargained with their purchases of condo hotel units? In the last few years, the hospitality industry has changed beyond all recognition. There are more opportunities that even successful business had failed. Market expansion has been related with more consumers, who expect that hotel facilities and services reach a minimum standard of comfort and convenience.

The Budget Hotel Industry

The budget hotel industry has extremely achieved popularity among the tourists also with the medium business people. Budget hotels are also popular among families who go on holidays because of the reasonable price. In the United Kingdom there are few budget hotels has successful stories written by some budget hotels such as premier inn holiday inn ...