HOSPITALITY SERVICE EXCELLENCE

Hospitality Service Excellence

Introduction1

Overview of the Company1

Whitbread Group PLC1

Service Excellence at Whitbread PLC2

Six Principle Model3

Vision of Whitbread4

Business Objectives of Whitbread PLC4

Service Standards of Whitbread5

Intervention & Learning Strategy5

Organizational Alignment6

Measurement and Leadership Responsibility7

Some Service Excellences of Premier Inn Of Whitbread7

Outperformance of Premier Inn7

New Organization Structure of Premier Inn7

Guests of Premier Inn8

Business Accounts Scheme8

Premier Inn Proposition8

Conclusion9

Hospitality Service Excellence

Introduction

According to Jamison (2005, p.4), service excellence is a journey, not a destination because the pursuit of excellence of service never ends. Thus, Jaminson define service excellence as an essential desire to go above and further than to please and happy customer, and continuously pleasing the service experience for the customer (2005, p.4). In order to advance the service excellence, organizations have to invest in the proper resources, structures, and development, which includes; knowledge and skills, organization work environment, reward and acknowledgment. The organizations attain service excellence by keenly focusing on the customer loyalty opposed to customer satisfaction (Jamison 2005, p.5).

In this paper, I am examining the service excellence of the hospitality industry and how hospitality industry sustain satisfied customers through their excellent services. Hospitality service excellence defines, that the service is excellent and satisfying its customers (Anonymous, 2010a, p.1). The objective behind this paper is to find out how the organizations (Premier Inn) seeking ways to improve the bottom-line result and how to create customer loyalty through service excellences. For this, different principle and approaches will be use.

Overview of the Company

Whitbread Group PLC

In UK, the most leading issue for the business sector is the handling the change of climate and to advance sustainability and resource competency. Whitbread is the most famous hotel and restaurant group of UK and one of the well recognized name in hospitality services (Anonymous, 2010b, p.3). Whitbread has spent around 250 years for developing business and become the market leader. Whitbread is growing its business by focusing on strengths/weakness, and how to give effective and affordable services to the customers (www.whisdom.co.uk, p.2).

Leading Brands of Whitbread PLC

The leading brands of Whitbread are

Premier Inn

Costa

Beefeater Grill

Brewers Fayre

Table Table

Taybarns (Anonymous, 2012a, p.2).

Service Excellence at Whitbread PLC

In the study of Bitran & Gurumurthi (2004, p. 4), it is obvious that the service excellence is a direct outcome of interest to people. Customer contentment and loyalty are the end results of excellence in a sequence of encounters between individuals and the customer. Profit is also a main outcome of excellence in service and necessitates deep accepting of the relationship between excellence of service and productivity (Bitran & Gurumurthi 2004, p. 4).

According to Jamison (2005, p.2), as every organization's roadmap to attaining service excellence includes few common fundamentals, the journey is exceptional to each company. The means of success are to recognize the gaps that are averting the organization from constantly attaining service excellence, and executing effective intrusions to eliminate and lock those gaps forever. Sequentially, organizations form not just excellence roadmaps, but a culture intensely immerse in structuring customer ...