Assignment Sample on Experience Design and Management
1. Introduction
The aim of the following assessment is to produce a critically evaluated document based on the experience of the hospitality service provider Kensington Park Hotel. The study emphasizes global hospitality Management based on the past experience gathered from the Kensington hotel. The assessment has demonstrated in depth analysis of relevant theories according to the hospital experience management theories. Furthermore, annotated collected materials in the portfolio have been selected and provided in assessment which can be considered as the supporting evidence of the consumption of the hospitality experience. A reflective study has been provided in this assessment by analyzing the experience as well as reflexivity in relation to the experience has also been provided.
2. Critical discussion, application and in-depth analysis of selected design
2.1 Management theories
This part closely discusses some relevant theories like Scientific management theory, principles of administrative management theories, Human relation theory, and contingency management theories.
Scientific management theory
Scientific management is a significant theory that synthesizes and analyses workflows in hospitality management for improving labour productivity, and economic efficiency. F.W. Taylor has propounded these theories for enhancing production, controls, and customers benefits with a quick decision-making process. According to the view of Su (2017), this management theory provides diverse advantages with enhancing a high standard of living and rapid industrial development. This study demonstrates the application of this theory in Kensington Park Hotelfor improving organizational activities and customer satisfaction. There are six key principles of this scientific management theory like science, scientific selection, training, and development, harmony, cooperation, maximum, and equal division of responsibility. Recently, several organizations follow this theory in their operational processes for its utmost benefits like enhanced production, required huge, and management control, decrease inaccuracy.
Scientific management theory can also enhance production and encourages workers to work effectively, and rapidly with a mechanical approach. Recently, this theory is widely applied by international organizations for handling management problems with scientific techniques in working methods. In the words of Paramboor, & Ibrahim (2018), recruitments, training, selections, and several other activities are efficiently conducted through the application of this management theory. Kensington Park Hotelis also adopting this technique for the reduction in cost, better quality products, and avoidance of disputes with increased wages.
Principles of administrative management theory
The administrative theory was developed by the renowned engineer and mining executive, Henry Fayol. The theory of Administrative is based on certain departmentalization concepts that mean various distinct activities are performed for the accomplishment of common organizational goals. Fayol proposed almost 14 principles of management and some of them are a division of work, discipline, authority, unity of direction and command, equity, order, and centralization. The three principles of Fayol’s theory of administration are discussed below:
Principles of administrative management theory assist several organizations in maintaining finance activities, increasing productivity, and promoting decisions. Kensington Park Hotel applies this management theory following its principles for creating periodic evaluations of organizational performance. According to the view of Lugosi (2019), this theory matches team members with their task and therefore, leads to a faster result, and assists in accomplishing the primary goal of the company. Stable organizational structure is also developed by this theory through promoting the concept of teamwork, and fair compensation to employees. This theory attempts to search for a rational way to frame an entire organization, creating an administrative structure with clear labour division.
Experience Design Theories and Models
Experience design theory and model refers to the design of user’s experience and the way to meet the customer satisfaction through this. Almost all companies have understood the value of customers and importance of including customer satisfaction and change in products or services to provide more facilities to them. Though design does not represent the core service or change it, but it helps to influence the quality of service or products through adding some finishing touch in it. As per the view of Bergs et al. (2020), tourism industry tries to provide customers or tourists journey in a structured way through carefully designing, staging, where the value of Experience design increases drastically. Every tourist travels worldwide to gather some beautiful experiences, memories and nostalgia, and through adding them in the customer’s journey companies of tourism industry tries to structure their services.
The figure explains the relationship between user research, expert design practice and usability that has structured as experience design model. Through this model it can be retrieved that how these three elements are depends on each other and influence the user’s experience thoroughly. Not only tour companies but also related industry such as Hotels, Food Companies that are connected with tourism sector have a heavy usage of this model and theory in their business model. As claimed by Bergs et al. (2020), design of a service or products must be in a way that can please the experience of customers and thus the research on customers’ needs is very important in this model. Design of the product or service connects customers psychologically more than physically, and though a simplistic design meeting the need of target customers companies tries to impress customer base efficiently. User experience is also termed as UX that can be mostly seen in the front-end web design or digital services like applications.
The main reason behind mentioning this theory and model is this entire discussion is related on experience design as well as this theory will also display the most efficient way to meet the customers’ needs through enhancement of the design of services provided by tourism companies.
Contingency management theory
Contingency management theory refers to the theory that management effectiveness is dependent and contingency which interplay between the application of management situations and behaviours. The contingency approach assists organisations to identify the foundation in the theory of leadership effectiveness. There are three variables in the contingency theory which can be considered effective for the organisation as determining employee’s acceptance of the leader, identifying the authority of the leaders which is possessed in the organisation. The extent of the employees’ jobs to describe in detail is included within the variables for evaluating effective leadership style or approaches in the organisation. It helps the manager to develop and enhance the skills which can be helpful insensitive and practical selective situations for the betterment of the organisation (Wong et al. 2020).
The contingency approach assists the organisation to evaluate the managerial actions and designs which are appropriate for certain situations and specific actions. The contingency approach’s primary objective is related to the managerial role for maximising congruence which can be properly implemented between the organisation and workplace along with organisation designs. This objective can assist Kensington Park Hotel in leading to greater efficiency, effectiveness and individual satisfaction. Based on the context, the contingency approach requires a stable mechanistic structure for adoption and implementation for the organisation. As stated by Ishii (2019), certain elements which need to be considered for applying are the workplace environment must be stable and certain. Besides, organisational goals must be well defined and routine activities along with productivity are vital objectives for the organisation.
2.2 Concept of Hospitality
The concept of hospitality comes from very ancient times where a relationship is developed between a guest and a host. The guest is received by the host with a greater amount of goodwill which includes the reception as well as entertainment of visitors or guests. As per the studies done by Talwar et al. (2020), hospitality is also considered as a way of people treating another person by welcoming and offering the person food, shelter as well as safety. However, the concept of hospitality services has come a long way and evolved to emerge in this contemporary era. Hospitality concepts are much broader as compared to the earlier period and it includes several fields and categories which were earlier limited to food, shelter, and safety.
Hospitality industries are service providing in industries which include lodging, food, drink services, event planning, recreation applied nutrition theme box leisure as well as travel and tourism. In recent times, the hospitality industry is much infused within the travel and tourism industry as these two sectors are heavily related. The hospitality industry now includes hotels, tourism agencies, restaurants as well as bars that provide services to the people in various aspects. According to the study of Law, Chan & Wang (2018), the hospitality industry can be defined by friendly and generous treatment to the visitors and guests and provide them a hospitable treatment. However, the experience gained through visiting the Kensington Park Hotel is similar as compared to the concept of hospitality as well as the overall industry. The most essential aspects of hospitality indicate a warm welcome, reception, and cordiality which can be identified from the experience with the hotel.
A pleasant atmosphere is provided through a warm welcome and by means of available facilities and activities provided by the hospitality company. As per the studies done by GONZÁLEZ-TORRES et al. (2018), hospitality service mostly revolves around creating a sense of well-being among the guests which can be further enhanced through entertainment activities as well. The hospitality service can be considered as intangible as the visitors of customers can not feel touch or smell the service. The experience from the Kensington Park Hotel, I only developed the pictures of the hospitality Services and created expectations about the next visit to the hotel. Customers in the hospital industry have a perception about the services and matching the expectations leads to satisfaction in this sector.
Hospitality Services can also be characterized by their inseparability as a specific person possesses some skills to handle the tangible product that provides the services. For instance, the bartender in the hotel providing drinks to the guest is considered to be inseparable from the service of serving drinks (Chatzigeorgiou & Simeli, 2017). Within the hospitality sector, the products and services are simultaneously offered to visitors or guests. The human element within the service can be observed and it was much involved in rendering and providing services. For instance, slight differences in tastes can be identified despite the hotel obtaining some talented chefs which are considered to be a result of individual impact.
The hospitality service provided by the service-providing organization cannot be stored due to its perishable nature. The products provided by the hospitality companies may not be perishable to that extent although services are completely perishable. For instance, an unsold luxury suite in the Kensington Park Hotel can not be stored in the future as only a single customer can avail of the room in the later period. Similarly, an entertainment service provided by the hospitality brand is likely to be reproduced for further usage in the future. The hospitality services do not contain ownership and availing the services implies no transfer of ownership (Chen et al. 2017). For instance, availing of a room in the Kensington Park Hotel implied that does not imply that I own the rooms. I was just having the right to stay in that room and able to avail the products provided by the hospitality brand.
3. Analysis of documentation and visual materials
The Kensington Park Hotel is situated in San Francisco and housed in a Gothic-style building which provides an era of elegance to its visitors. The hotel offers a unique view of Nob Hill as well as bustling Union square in its skyline. The hospitality brand provides a sense of the ancient time period to its visitors through the hand-painted ceilings and dark wood accents. However, the ancient looks and essence of this hotel have much contrast with the service provided by the hospitality brand. Utilization of contemporary technology, as well as innovative service provided to the visitors, gives a different feel to the customers As per the view of de Kervenoael et al. (2020), positive review of people visiting the Kensington park Hotel that depicts the level of excellent service provided by the hospitality brand.
The hospitality brand provides some distinct services to its customers to create a comparative advantage over its direct rivals. Furthermore, innovative services and products offered to the customers match with the demand of the consumers which results in generating a high level of customer satisfaction. As per the studies done by Shin & Kang (2020), a higher level of customer satisfaction implies a greater rate of customer retention that generates repeated transactions from the same consumer. The Kensington Park Hotel is a hospitality destination where visitors can stay in a relaxed mood and can enjoy its finely tuned services. The hospitality brand is much popular for its customized services which are much encouraged by the visitors. Innovative customized services provide greater comfort to the guests which are much aligned with the customer centric business operation of the hospitality brand.
All basic amenities are provided by the Kensington Park Hotel for enhancing the wellbeing as well as comfort ability of the visitors. Internet connection is available in the rooms as well in some public areas which provide a greater relaxation for the business travelers who have to remain locked up in the room the whole time. The business travellers have the opportunity to work outside of the room as well the availability of the board room influence the business organizations in arranging the various meetings in the association of the hotel. According to the study of Gołąb-Andrzejak & Gębarowski (2018), the management of the Kensington Park Hotel is very attentive to its customers and always prioritizes any issues faced by them. It can be observed that the convenience of the customers is always emphasized by the hospitality brand.
The rooms, especially deluxe suites, contain extensive supplies and all necessary things that any person needs in their life. The rooms being structured in 1925 have space issues as well as people faced air conditioning problems while staying. Based on the previous studies it can be observed that the hospitality brand contains no seafood restaurant which is considered to be a much demanded cuisine by the tourists or travelers. As per the view of Rather & Sharma (2017), people travelling to different localities still try to maintain their daily physical activities. However, the non-availability of a gym or fitness center within the hotel space is a problem to the visitors disrupting their daily routines. Antique furniture of the hospitality brand combined with modern comforts provides some unique flavor to the consumers.
4. Research approach including self-reflection and reflexivity in relation
A deductive approach of research methodology was used in this assessment to analyze the experience gathered through the interaction with the Kensington Park Hotel. As per the studies done by Ho & Law (2020), research hypotheses are developed through deductive research approaches from the existing incidents or scenarios using existing sets of theories. On the other hand, the inductive research approach is ignored as it requires developing new models or theories in analyzing some situations or incidents. The deductive research approach provided greater insights about self reflection based on experience from the interaction with the Kensington Park Hotel. The abductive research approach is rejected as the analysis is based on experience rather than some surprising facts which may emerge while encountering empirical phenomena that cannot be explained by existing theories. The deductive research approach involves scientific investigation based on the previous interaction with the hospitality brand consulting the existing theories (Ahn et al. 2019).
My overall experience with the Kensington Park Hotel is quite good and I feel I will visit the hotel for another time in the future. The hospitality brand has emphasized the safety and health care of the people during the coronavirus pandemic period (Leta & Chan, 2021). However, my experience prior to the pandemic situation also involved a clean hotel environment. The staff of the hotel is always dedicated in their work to clean the hallways as well the common spaces. Room service was adequately available so that each visitor can get their room clean as per their time choices. Contactless check-in and check-outs were available in Kensington Park Hotel prior to the corona virus situation. Personally, I was very happy with the system as I benefited from that service and it is much less chaotic as compared to the earlier system.
Consistent front desk servicing was available and I was very helpful from the service. One of the major help was the staff being multilingual so I have no issues with interacting with them. Room service remained alert 24 hours and any service or help is properly heard out and provided by the hospitality. The hotel management did some special arrangements since I was travelling for business purposes and the conference space was allocated for meetings.
I was critically aware of the circumstances and all the services offered by the hospitality brand were carefully inspected. The aim and objectives of the research were clearly remembered throughout the process so that it helped in clearing away the biases towards any certain things or services. Reflexivity is intensely important in the case of qualitative research as researcher bias could affect the study in many possible ways. The researcher bias could vary from the development of data gathering tools to the collection of data, data analysis, and reporting. As per the studies done by Umasuthan & Park (2018), reflexivity is considered to be a crucial tool that enables researchers to generate critical self-awareness until the completion of the research.
5. Conclusion
Based on the above study it can be observed that the hospitality industry now includes hotels, tourism agencies, restaurants as well as bars providing lodging, food, accommodation as well as entertainment. The Kensington Park Hotel provides a sense of the ancient time period to its visitors through the hand painted ceilings and dark wood accents. The Kensington Park Hotel is a hospitality destination where visitors can stay in a relaxed mood and can enjoy its finely tuned services. Business travelers were treated differently as the purpose of their visit is distinct as compared to the holiday travellers. Different experience management models are used for in-depth analysis. A deductive approach of research is used to analyze the experience gathered from the experience with the Kensington Park Hotel. I remained critically aware of the circumstances and the purpose of the research study was established in the mind so that a lower level of biases occurs while completing the research study.
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