Hotel Guest Services: Understanding New Consumer Trends and Best Practices

Your presentation you will need to consider and include the services that are provided to guests which promote their quality of stay. This will also need to include discussion of the skills that are required by team members to ensure that the services are delivered to a high standard, as always meeting with guest expectations relating to new consumer trends.

• How are properties carrying out the meet and greet of customers currently?
• Are all of their pre pandemic services fully operational?
• How do you think guest expectations could be managed within this post pandemic environment? (consider, guest experience, safety, confidence/relationship building for returning guests)

Review current literature, journals and websites as well as news feeds, to discuss your understanding of what is going on currently in a very uncertain phase.

Industry examples should be referred to throughout your presentation, think of the case studies that have been discussed within lectures, and those that you will source to support your content.

You will be expected to use Harvard Referencing within your presentation.

1.Engagement with Literature Skills

Your work must be informed and supported by scholarly material that is relevant to and focused on the task(s) set.    You should provide evidence that you have accessed an appropriate range of sources, which may be academic, governmental and industrial; these sources may include academic journal articles, textbooks, current news articles, organisational documents, and websites.  You should consider the credibility of your sources; academic journals are normally highly credible sources while websites require careful consideration/selection and should be used sparingly.Any sources you use should be current and up-to-date, mostly published within the last five years or so, though seminal/important works in the field may be older You must provide evidence of your research/own reading throughout your work, using a suitable referencing system, including in-text citations in the main body of your work and a reference list at the end of your work.

Guidance specific to this assessment: You should show a wide level of reading from a variety of sources including textbooks, academic journals and websites.  You must reference academic sources for theory.   You should also reference all pictures used in your presentation.

2.Knowledge and Understanding Skills

At level 4, you should be able to demonstrate knowledge of the underlying concepts and principles associated with your area(s) of study.  Knowledge relates to the facts, information and skills you have acquired through your learning.  You demonstrate your understanding by interpreting the meaning of the facts and information (knowledge). This means that you need to select and include in your work the concepts, techniques, models, theories, etc. appropriate to the task(s) set.  You should be able to explain the theories, concepts, etc. to show your understanding.  Your mark/grade will also depend upon the extent to which you demonstrate your knowledge and understanding.

3.Cognitive and Intellectual Skills

You should be able to present, evaluate and interpret qualitative and quantitative data, in order to develop lines of argument and make sound judgements in accordance with basic theories and concepts of your subject(s) of study. You should be able to evaluate the appropriateness of different approaches to solving problems related to your area(s) of study and/or work. Your work must contain evidence of logical, analytical thinking. For example, to examine and break information down into parts, make inferences, compile, compare and contrast information.  This means not just describing what! But also justifying: Why? How? When? Who? Where? At what cost? You should provide justification for your arguments and judgements using evidence that you have reflected upon the ideas of others within the subject area and that you are able to make sound judgements and arguments using data and concepts.  Where relevant, alternative solutions and recommendations may be proposed.

Guidance specific to this assessment: Refer to the reasons for the examples used. Consider why, how, when, who, where? Link to your consumers and your hotels business and concepts.

4.Practical Skills

At level 4, you should be able to apply the basic underlying concepts and principles to evaluate and interpret these within the context of your area of study. You should be able to demonstrate how the subject-related concepts and ideas relate to real world situations and/or a particular context.  How do they work in practice?  You will deploy models, methods, techniques, and/or theories, in that context, to assess current situations, perhaps to formulate plans or solutions to solve problems, or to create artefacts.  This is likely to involve, for instance, the use of real-world artefacts, examples and cases, the application of a model within an organisation and/or benchmarking one theory or organisation against others based on stated criteria. 

Guidance specific to this assessment:  Use real examples of successful hotel guest services.

5.Transferable Skills for Life and Professional Practice

Your work must provide evidence of the qualities and transferable skills necessary for employment requiring the exercise of some personal responsibility.  This includes demonstrating: that you can communicate the results of your study/work accurately and reliably, and with structured and coherent arguments; that you can initiate and complete tasks and procedures, whether individually and/or collaboratively; fluency of expression; clarity and effectiveness in presentation and organisation. Work should be coherent and well-structured in presentation and organisation.