Eric Slater
HFT 379
- Room division operations such as housekeeping contributed to guest satisfaction by giving the guest the opportunity to come back to a clean and neat room not just one time but two which is not usual from my own experiences. This is more of a luxury thing, and guests such as myself appreciated this very much. I trusted the housekeeping as well, none of my stuff seemed to be displaced or out of the ordinary which really made me happy. For those who have children, this just tops the experience of the resort. Children can tend to be messy so coming back to a room that feels like it has been touched really elevates the experience for guests. For other divisions such as security, I believe they did a good job at keeping the guests safe specially at the beach where they have multiple stations watching over guests who may want to swim in the ocean. Knowing someone has their eyes on you most if not all the time reassures those who may have little ones. From a managerial perspective, cleanliness, safety, and consistency influence the guest perceptions of quality and values at the highest level. If guests think that the staff cares about how their room looks, then they can guess that they care about mostly everything else within the resort. Staff cares about your experience, accommodation, and overall happiness which goes a long way. The values are also at an all time high, meaning that the guests believe that they are really cared for and that the resort is going to take care of whatever concerns or needs they have to attend to. Housekeeping impacts brand reputation and customer loyalty by increasing credibility of the resort and its staff. This can create a competitive edge for Beaches & Sandals and make them stand apart from the other resorts within the area. People will remember that the housekeepers made their room two times instead of once a day or even once a stay. Customers may recognize this and find loyalty within the brand as their standards have changed and what they expect is what they are going to get when staying with Beaches & Sandals. The little things that the housekeepers do goes a long way and people take notion of these small gestures since as a group, that’s the one thing we were always talking about when asked what is one of favorite things about the resort that wasn’t either the food or beach. If I were managing the rooms division, the operational priorities/leadership strategies I would emphasize to maintain high service standards would have to be making sure that every room is done the same without any mistakes or something forgotten. For example, if a guest is staying with a group of people and one room is done a different way than another, then what would the guest think? They are less cared about or it doesn’t matter in terms of high standards? No, repetitive behavior will have to be a top priority to make sure each guest knows they are cared for and that their stay is well worth it.