Critically Analyse Assignment Sample
CRITICALLY ANALYSE DINING IN ONE FIVE-STAR HOTEL
Introduction
Five-star hotels are famous in food and beverage industries for providing “State-of-the-art” facilities to guests. In UK, Five-star hotels are famous for providing a high level of luxurious and personalized services. In this study, different service and guest experiences of Guardsman hotel have been discussed, which is a famous Five-star hotel in UK.
Food and beverage services in guardsman hotel
Guardsman hotel is very famous in UK for its food and beverage services. According to management team of hotel, whatever they offer in food and beverage categories is the best of local products. In order to maintain quality of food, management team of this hotel uses British ingredients in a modern and classic way (GUARDSMANHOTEL, 2022). Some of key qualities of Food and beverage services in Guardsman hotel have been discussed.
Availability of different signature dishes
Guests in Guardsman hotel can get any type of signature dish. Some famous signature dishes like “Snapper soup”, “Oysters Rockefeller”, “Orange Beef”, and “Baked goat Cheese” are always available in kitchen room of hotel (GUARDSMANHOTEL, 2022). Along with this signature dishes, a section is always on in hotel for daily, weekly and seasonal special foods for Guests.
Excellent service timing
Food quality management team of The Guardsman hotel, they do not have any fixed timing services. Working procedure is a little different in this Five-star hotel. Service timing depends on requirement of guest. Main priority of management team is to make guests happy by offering multiple options in food dishes and providing specific service timing that is set by guest according to their requirement.
Usage of quality ingredients
The Guardsman hotel primarily focuses on local ingredients to prepare foods for guest. Main focus of this hotel is to prepare food with help of local ingredients in a modern and classic way. This thing is beneficial to maintain originality of foods and make foods more attractive to customers. This has become main reason, as many, people preferred to stay in The Guardsman hotel parts to other hotels in the UK.
Different services in the dining area in the outlets
The Guardsman hotel is famous for its premium quality services and it has helped in holding five-star hotels in the UK. Management team of hotel uses different types of food and beverage services in dining area to attain guests in a better way. Different services in the dining areas are discussed below.
Table service: Table services are most common type of food servicing practice in The Guardsman hotel. According to Bohuslav’s and Nikitina (2021), this particular type of food service is consist of three other types of services such as “English Service”, “American services” and “Pre plated services”. In this type of service, a guest has to be generated with a warm welcome and eye contact.
English services: English service is most commonly used service in Guardsman hotels, as this hotel is stated in UK, most of guest’s preferred English types of food services, In this case, and foods are served in large bowls or large platters. According to Rababah et al. (2019), sometimes, host asked waiters to serve food around table and serve them self. Waiter address guest by madam or sir in this mode of services. Local individuals, as well as foreign tourists, preferred this type of foodservice.
French services: French service is considered as most expensive services in any hotel and restaurant. In case of The Guardsman hotel, the manager team customizes French services to make a positive impact on guest. In opinion of Buhari’s and Moldova (2021), very high and detailed skills are required to practice such types of services. In this type of service foods and beverages are served right. These types of services are practices for VVIPs and VIPs only.
Silver services: Silver services are a little expensive, in this case, Silver cutlery and silver crockery are used to serve food to guests. In this type of service, waiter uses a special service spoon and specialized fork for serving food. Foods are packed in silverware and presented to guests. This type of food services is also known as royal services in UK.
Cert services: Cert services are used in The Guardsman hotel to deliver food to guests in their room. Cooked foods are brought to particular area with help of a trolley. According to Qian et al. (2020), such types of services are beneficial to serve a greater number of items at once. Servicing cart has a dedicated part to maintain temperature of foods.
Critical analysis of company’s challenges
Guardsman hotel faced certain types of challenges in current scenario. After Covid-19 pandemic situation, The Guardsman hotel witnessed a major reduction in its customer pool. Proper planning is very much essential to overcome such types of challenges. Challenges that are faced by The Guardsman hotel have been discussed.
Changes in customer demand
Management team of The Guardsman hotel faced many challenges and changes in demand of customer’s probably most difficult ones. According to Brien et al. (2019), time and money are essential in this regard to meet requirement of costumes in current scenario. Many guests in The Guardsman hotel expect more advanced technologies are facilities. Manager team of hotels fined it quite difficult to conduct such types of technologies in their services.
Competitions
UK has many Five Star hotels and The Guardsman hotel is one of them. This hotel faced massive challenges in terms of competition from other five-star hotels in UK. In the opinion of Yasin et al. (2019), five-star hotels like “Mandarin Oriental Hyde”, “InterContinental “London Park Lane” and “The Lowry Hotels” are actual competitors of The Guardsman hotel.
International travel
After Global pandemic situation, whole Food and beverages industry faced massive financial arrest. Particular situations occurred because of restrictions on international travel, even in current situations, some countries still barely allow international travel. According to Lee et al. (2019), every industry needs a healthy customer pool to run a business successfully. Restriction of international travel creates a gap between customers and hotel industries. Interruptions of UK government can be very much beneficial to helping Food and beverages industries overcome such types of challenges.
Reputation management
Five-star hotels like The Guardsman hotel do not use any kind of social media platform to promote their services. All reputed hotels in UK use traditional advertising processes to grow the business, but it’s become very difficult to maintain reputations of business without using the access of different social media platforms.
Management team of The Guardsman hotel took the initiative to recover from past financial arrest conditions. 53 New stylist individual bedrooms along with six ultra-swish residents were open in The Guardsman hotel (Trilivas, 2021). Main perspective is to attain more customers in limited time spans.
Different provided services of the chosen hotel
Dining room of The Guardsman hotel
A dining room is the heart of any five-star hotel. Dining room is a special area exclusively for guests and residents. According to the management team of the hotel, guests can get access to dining room, whenever they wanted. A guest can enter into dining room of The Guardsman hotel, for “lazy brunch”, “late-night romantic dinner”, and “a quick supper”. Dining room of The Guardsman hotel offers a huge menu to its customers. Food quality management team of hotel offers a different menu for children and adults. In the case of children’s menu, all the foods like, “Soup”, “guardsman burger”, “Chicken nuggets”, and “Fish gluons” are available at a very lower cost (GUARDSMANHOTEL, 2022). Dining room of The Guardsman hotel offers various types of desserts on menu for children as well as for adults. “Passion fruit cheesecake”, “Lemon tart”, “Moscatel Pasas”, “Pineapple carpaccio” is famous in desert sections of The Guardsman hotel (GUARDSMANHOTEL, 2022). Management team and food quality control team of the company are constantly working on menu to make dining room of hotel more attractive. Attractive dining can help to increase customer pool and grow hotels in the food and beverage industry in UK.
Hotel concept
The Guardsman hotel is a successful name in food and beverage industries in UK. Development of a successful hotel concept is not at all easy. There are some certain criteria that need to be fulfilled by the leaders and management team to establish a successful hotel business.
Customer segmentation
The Guardsman hotel successfully runs its business in UK because they are very much focused on concept of customer segmentation. Customer segmentation means the division of customer pool on the basis of various aspects. For example, the Management team of The Guardsman hotel divides its dining rooms or the menu of the dining room very specifically targeting to all types and age of customers. They offer separate foods to children and separate to adults.
Hotel’s attributes
Strong and fixed hotel attributes are key to becoming successful in the food and beverages industries. All hotels and restaurants can focus on “Service Quality”, “Loyalty”, “Better customer experiences” to maintain attributes.
Some certain uniqueness:
The Guardsman hotel took several steps to provide some unique experiences to customers. Starting with their service process to their customized menu, changes were made by management team under the hotel concept.
Analysis of the guest experiences and satisfaction level
Figure 5: Experiences of guest
(Sources: Influenced by Trilivas, 2021)
Guest experiences in The Guardsman hotel are positive, as most customers are very much satisfied and happy with the service quality and behaviors of the hotel’s employees. Guest experiences and satisfaction levels can be measured on the basis of some criteria. Such criteria are discussed in following parts of the study.
Booking
Rooms in the Guardsman hotel can be booked online as well as offline mode. Any individuals can book rooms in The Guardsman hotel through its website. This is one of the positive aspects of the service of that hotel. Local people, as well as foreign tourists, can book rooms for them by following simple procedures, very easily. Different booking procedures for the customer actually increase customer satisfaction initially.
Contactless check-in
In post-pandemic situation, management team of the Guardsman hotel focuses on contactless check-in to manage the health of guests as well as hotel staff. They focus on “room entry” and “room services” to increase the customer satisfaction level. In the opinion of Jeaheng et al. (2019), after the pandemic situation, foreign tourists are attracted to the Guardsman hotel for its contactless services, from this data it can be concluded that all the steps taken by the management team of the hotel actually work in the favour of hotel and help to improve customer satisfaction and experiences in long term.
Wellness services
Foreign guests are attracted to wellness services. People book the five-star hotel rooms for the sole and body restorations. Good experience can make a guest healthy, normal and clean. The Guardsman hotel designs its services in a way that favours the guest in all conditions. For example, food services and newly designed bedrooms were prepared to provide best experiences to all guests.
Cleanliness
Cleanliness is one of major aspects to improve customer satisfaction in the hotel and beverage industries. Especially after pandemic situations, customers become very much choosy about the cleanliness. The Guardsman hotel is known for its cleanliness practices because management team of hotel believes that improvement in the service quality can help to improve guest satisfaction and experiences. Guest satisfaction can actively improve profit margin and growth of The Guardsman hotel.
Conclusion
Guardsman hotel is a famous five-star hotel in Food and beverage industry of UK. This study is about all food and necessary services in the Guardsman hotel. All the challenges that are faced by hotels are discussed in this study. Steps that are taken by the management team of the hotel are also discussed which helps to gain customer trust and growth of the Guardsman hotel.
References List
Boguslavskyy, A. and Nikitina, T., (2021). The dynamics of development of the main types of food and beverage services in the hotel and restaurant entrepreneurship.
Brien, A., Anthonisz, A. and Suhartanto, D., (2019). Human capital in the Dubai hotel industry: A study of four-and five-star hotels and the HR challenges they face. Journal of Human Resources in Hospitality & Tourism, 18(2), pp.240-258.
Buhalis, D. and Moldavska, I., (2021). In-room voice-based AI digital assistants transforming on-site hotel services and guests’ experiences. In Information and communication technologies in tourism 2021 (pp. 30-44). Springer, Cham.
GUARDSMANHOTEL (2022), Children’s Menu. Available at: https://s3-eu-west-1.amazonaws.com/websites-wordpress-uploads/guardsmanhotel.com/wp-content/uploads/2020/10/Guardsman-Childrens-Menu-A5.pdf [Accessed on 14.04.2022]
GUARDSMANHOTEL (2022), Children’s Menu. Available at: https://s3-eu-west-1.amazonaws.com/websites-wordpress-uploads/guardsmanhotel.com/wp-content/uploads/2021/05/Guardsman-Dessert-Menu-A5_May_2021-PLUS-WINE.pdf[Accessed on 14.04.2022]
GUARDSMANHOTEL (2022), Kitchen. Available at: https://www.guardsmanhotel.com/food-drink/the-dining-room-bar/ [Accessed on 14.04.2022]
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Qian, J., Law, R. and Fan, D.X., (2020). Exploring tourists’ experience at private social dining: Dimensionality and satisfaction. International Journal of Tourism Research, 22(6), pp.776-787.
Rababah, M., Harun, M. and Shapii, A., (2019). Imperatives in hotel service encounters: The case of Jordanian learners of English. European Journal of Applied Linguistics Studies, 2(1).
Trilivas, N., (2021) The Guardsman: The New London Hotel That Feels Like A Private Club. Available at: https://www.forbes.com/sites/nicoletrilivas/2021/06/29/the-guardsman-the-new-london–hotel-that-feels-like-a-private-club/ [Accessed on 14.04.2022]
Yasin, E., Abdelmaboud, A., Saad, H. and Qoura, O., (2019). What challenges affect women work in the hotel industry? Evidence from five star hotels in Cairo. International journal of heritage, tourism and hospitality, 13(1), pp.35-47.
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