Hotel and restaurant management are considered as bundled together and termed as hospitality or service industry. It compromises of various activities which aid a nation in developing its economy. Organisations which are dealing in this sector, set provision of food, drinks and other accommodations to fulfil quests of customers (Bradbury, 2015). Hilton Hotel of UK occupies a significant place in service sector of London. It offers high accommodations to those people who are willing to pay for acquiring services that rendered to them. In general growth and success of business of hotel industries, is depended on performance level and quality of services, they are provided to customers. Currently, this hotel face various issues due to ineffective services as people who come to stay have to wait for long time during check-in and check-out process. Due to this, they used to switch in other hotels and like to pay more, just to get services on time. Therefore, on this perceived problem, its managers are going to implement a new project to overcome from this issue.
Under this project, managers of Hilton Hotel offer a proposal in front of employers to gain attention and retention of guests. They have suggested that by convincing customers that company will take less that 15 min during check-in procedure. If time period will exceed from this limit then this hotel will offer first night stay free to them. Through this offer, customers can ensure that hotel will provide good services to them and value their time also. Along with this, managers also assist owners to hire some more employees in reception area who are highly experienced in giving best services to customers on time. Since during seasonal period, people like to spend their holidays with friends and family members across the globe. Therefore, this result to exceed demand of hotel bookings and accommodations facilities (Smith, 2012) . During seasonal period, tourists book rooms for one night stay in hotels a day before departure. As Hilton hotel mainly target tourists of other nations therefore, to cater their needs, this project will prove in exceeding their satisfaction. To work on this project, managers have made a team of seven members and distribute equal responsibilities to them. It includes identifying strategies of other hotels to gain attention of tourists, prepare necessary documents which include scope, time and cost required to implement this project etc. Further, it will represent in front of stakeholders and upper level of management to gain their interest and support in completing such project.
Overview of project
Hilton Hotel is considered as one of the largest brand in world which targets both business persons and leisure travellers. It has more than 570 hotels in different locations in 85 countries where thousands of workers are currently working to give best services to customers. These hotels are found near by airport, city centres and popular destinations. This would help in influencing travellers to take it services before flight. But due to intense competition and presence of various 5-star hotels in same area, profitability of this hotel decreases continuously. During peak period, its managers are much concerned about time taken for tourists to check in. Due to this poor aspect, customers are willing to stay at its competitors who provide fast services and value their time. They are also agreed to pay higher for room rates just to avoid long check-in process. This leads to create negative brand image of this hotel in marketplace as well as also directly impact on its profitability (Sharpley and Telfer, 2015). In one of its branch which is located near by airport of London, has approximate 400 rooms, where 75% of tourists take rooms to stay for one night only, just before their flight. Therefore, they demand to get check-in and check-out services in less period of time. Along with this, they would also like to even pay more just to get fast services. Therefore, any delay in such case, will tend to move customers towards other hotels. This would directly impact on brand image of organisations or hotels in negative manner.
To get retention of tourists and attract their minds, managers of Hilton Hotel have made a proposal. It is based on improving quality of services by which high satisfaction of customers can be gained. Under this project, they have suggested that if check-in time of travellers will take more than 15 minutes, then first night will be free for them in hotel. It would help in influencing customers towards its services. In order to get success of this project, managers has also suggested board of directors to hire some high skilled employees in reception during hike period on zero-hour contract. This would aid in providing better quality of services related to check-in and check-out process to customers in less period of time.
If employers give approval on this proposal then this will help in resolving issues related to poor quality of services. It also leads to enhance its customer base and get retention of business and leisure travellers (Bourn, 2014). This would result to generate high revenue and enhance market share also. For example: It has seen that during hike period, more than 80% rooms are booked by customers for one night stay then under such case, let current price of room is £75. Then under this condition, revenues will be generated as:-
Revenue = (80% of 400) X (75)
= 320 x 75
According to this calculation, it has evaluated that if customers will book room only for one night stay, then would lead to generate high revenues i.e. near about 24k Pounds. As per this estimation, approximate 720k Pounds business will gain in one month when customers stay only for a night. During peak period, many customers book their rooms on same period, then its natural that workers may consume more than 15 minutes for clearing check-in process. Therefore, in such case of any discrepancies as per proposal, this hotel has to provide first night free to those customers who face delay in getting services. Then under this condition, even if company gives one night free stay to more than 100 of its clients, this will take loss of £7500. This would reflect that in terms of profitability ratio, acquired loss is much less then revenue generated by this offer (Adekola and Sergi, 2016). Similarly, for improving performance and customer service of Hilton Hotel, hiring more employees on contract basis in reception era, also proves beneficial in giving effective services to customers in less period of time. This would lead to reduce check-in time process through which company can exceed expectation and level of satisfaction of its targeted customers as well as get retention of them for longer period also.
A Statement of Work
It is an important document in the field of project management which defines specific activities, deliverables as well as timelines. In general, it typically includes requirement and pricing in detailed manner, with standard terms and conditions of governance for implementing a project. It includes:-
Introduction: Hilton Hotel is one of the best hotels in UK, which provide high accommodation and services to tourists on affordable price rates. Due to negative feedback of customers, it has identified that this hotel fails to give services related to check-in and check-out on specified time (Van der Wagen and White, 2018). Therefore, in this regard, its managers has made a proposal to overcome from t