Hotel and the Guest Experience

Introduction to Saffire Freycinet Experience Evaluation

The following report is about the working of The Saffire Freycinet Lodge. It is located in Tasmania. The following thesis is going to discuss the strategies used by the Saffire luxury hotels in getting the quality experience. It would discuss the working of the lodge through the management and the quality of guest experience. The report will also discuss the basis on which the hotels work and the steps implemented to provide a luxury hotel experience to the guest. The luxury hotels strive to provide specific experiences to the guests. The guests are mainly attracted due to the location of the hotels. A personalized experience that is provided is also considered important. The case study is an illustrative one that narrates the experience of Charles and Karen who are regular and top visitors of the hotel. The hotel is described as one of the renowned multi luxury hotels. It is designed in a modern yet contemporary way and is very close to nature. This benefits the guests who want to spend some time in relaxation and being close to the natural environment.

According to Alanawas and Brown, the customer’s experience is considered of great importance in the hotel industry. In their journal, they state that a survey took place on 420 customers and it strongly predicted that customer satisfaction is necessary to have brand loyalty. The journal also stated the importance of the natural environment of the location where the hotel is situated(Alnawas & Hemsley-Brown, 2019). The structure of the report is based on the experiences of Charles and Karen. The intervention is based on their feedback and reviews. Starting from ambiance, structure, hospitality, and warmth in the relationship with the staff of the hotels, all points are elaborated keeping the quality check in mind. The brand name and the customers are interrelated. The quality experience makes the brand and the assurance of the quality comes from the customer’s reviews(Manthiou et al., 2015).

The structure of the report starts by covering the experiences of Charles and Karen. An infographic would be displayed where the most important strategies would be mentioned that are followed by Saffire Hotels. It would summarize the requirements of the guests. It would be followed by reviewing the emotional and psychological needs that have to be kept in mind while providing the service. The points would be discussed in accordance with the experience stagers and how it contributes to the critical evaluation of the quality experience. The next point that is to be reviewed would be the strategies used by the lodge staff to manage and upgrade the quality of experience. It would be further critically reviewed whether these strategies might be beneficial for other hotels. The final point to be intervened would be the implementation of the strategies to have maximum benefits for the hotel. The advantages of applying these strategies and measuring the outcome in terms of customer satisfaction(Li et al., 2013). On an overall basis, the report is about the strategies applied to provide the guests with excellent service maintaining the relationship with them in such a way that they are bound to return back to the same place for relaxation.

1.The following infographic of The Saffire lodge elaborating the strategies:

The pointers shown above are the strategies followed by the hotel on an everyday basis. The guests are entertained with hospitality and provided with their favorite refreshments. It is seen in the case study that Charles commented to the staff that they knew what he preferred in the choices of wine. This points out that the staff of the luxury hotels are aware of the choices made by their guests. Taking care of ambiance and making all arrangements so that guests can carry out their hobbies without disturbances.

  1. Charles and Karen have been regular guests on The Saffire Freycinet lodge. They have been regularly coming to this lodge. Charles is a businessman from Sydney. The couple has been liking and preferring the lodge. As soon as the booking and the itineraries are set, the couple is sent a questionnaire before sixty days by the lodge to make sure that the lodge meets with the experiences of the couple. The information written in the questionnaire helps the lodge understand their choices. It also helps them to evaluate their performance towards the couple and their needs. To understand the guest’s needs, the lodge has divided it into several categories. Charles was a True luxury 2 guest. This assisted in recognizing the guest’s thoughts, needs, and preferences in accordance with the facilities of the lodge. Charles shared a personal relationship with Jonathan. It was due to the visit of Charles in the lodge for such a long time. While Charles sat for a drink, his wife Karen would go for a Saffire Spa massage. The suite was given to them according to the preferences and the suite had a beautiful view including Hazards Mountains, pink granite, and bushland. The lodge itself was built around in such a way that guests could enjoy the scenic beauty. They opted for a pavilion suite which had a personal chef, courtyard, and kitchen. The pavilion is the most expensive part of the lodge. The interiors were also done with fittings and curated furniture. The experiences that Charles and Karen contribute to the lodge is the feedback. It is considered important in any service business. The feedback and preferences determine the needs of the guests. It also helps in improving the parts where the management lacks behind(Jasinskas et al., 2016).
  1. The Saffire lodge uses many strategies to maintain the quality of the experience. The place where the lodge is built is very scenic and guests who come for staying can enjoy the views. Before arriving, the guest can have the chance to take a halt at the Saffire Airport lounge. The Guests are offered refreshments and are helped with the directions for reaching the lounge. Maximum guests prefer to go through roads so that they can enjoy the natural scenic landforms while driving. The manager of the airport lounge informs about the guest who would be arriving in the lodge. Presenting the buffet at lunchtime when the guest arrives from a long drive is also considered to be a positive mark. The good and standardized materials used in the food are also considered an important part. The spa services for the guest for relaxation and the interiors of the suite with good furniture are taken into consideration while looking for the quality of experience. The private pavilion is one of the expensive parts of the lodge. It is a spacious room with a dining area, kitchen, in-suite private chefs. The pavilion also had courtyards that were suitable for spending lone time. The routine work that has to be carried out by the management like cleaning and decorations for ensuring hygiene is also important and brings good reviews from the guests(Wright, 2014). The seafood of the lodge was amazing and the guests enjoyed it with wine. The lodge has categorized guests in different types such as Special occasions, True luxury, True Luxury 2, Indulger, Adventurer, escapist. The guests mentioned in the case study are the True Luxury 2 which means people of high net worth. They are generally middle-aged who are top in their profession. They need finer things in life but value the money as well. Through these categories, lodge management has been able to understand the needs of the guests and are able to understand their preferences and try to serve them that satisfy their needs. These strategies can be used by other hotels as well to increase their ratings and quality. A strategy that has been proved useful in making cordial relations with a guest is providing them with the gift as a token of love from the management of the lodge. The Saffire lodge provides a jar of honey made from their own Saffire bees. This proved to be a successful way of nurturing relations with the guests.
  1. Creating quality experiences help the business to flourish. Any service business runs on the customer’s feedback and the customer is the most important asset. To create a quality experience in the hotel business, the location has to be kept most important. The format of providing questionnaires is also an effective way to judge the requirements of the interested guests(Halvorsrud et al., 2016). The location of the lodge attracts the customer. The hospitality of the management also helps in getting high ratings from the customer(Rust et al., 2016). The acknowledgment and welcoming of the guest when they arrive at the lodge. Going through the case study, it is seen that the Saffire has an airport lounge where guests can relax before starting their long drive towards the lodge. These are the advantages of providing a quality experience to the guests. After entering, the management provides lunch, and then guests are taken to their preferable suite. The quality management is checked here and the guests provide feedback on their experiences. The restaurants, their services, the type of hobby that is pursued by the guests are provided by the lodge. In the case study, it is seen that the relation between the management and guests can also grow. The management of relationships with customers is also considered an art in the hospitality business(Rahimi et al., 2017). As soon as Charles arrived, he had a drink with Jonathan. It displayed that Charles had a close companionship with Jonathan. The evenings of the restaurants were occupied with guests and the service managers. The staff had knowledge about the guests and every time they got that right, they could see the delight on the face of the guests. While departing, the guests are handed over with a gift that would make the stay memorable and would enhance them to come over again(Buehring & O’Mahony, 2019). These strategies help in improving the quality and the feedback that is received is true.

Conclusion on Saffire Freycinet Experience Evaluation

The case study elaborates on the preferences of the guests and also puts light on the hard work needed to achieve success in the case of service business. The thesis explores the factors responsible for improving the quality of the work. It also elaborates on making warm relations with the guests. It can be done by categorizing the guest and their priorities. These factors allow the business to flourish. The place where the hotels are situated, the interiors, and the use of the products, overall is responsible for ensuring quality management.

References for Saffire Freycinet Experience Evaluation

Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 1–29. Retrieved from: https://doi.org/10.1080/19368623.2019.1568339

Buehring, J., & O’Mahony, B. (2019). Designing memorable guest experiences. Journal of Hospitality and Tourism Insights. Retrieved from: https://doi.org/10.1108/jhti-11-2018-0077

Halvorsrud, R., Kvale, K., & Følstad, A. (2016). Improving service quality through customer journey analysis. Journal of Service Theory and Practice, 26(6), 840–867. Retrieved from: https://doi.org/10.1108/jstp-05-2015-0111

Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja, 29(1), 559–572. Retrieved from: https://doi.org/10.1080/1331677x.2016.1177465

Li, H., Ye, Q., & Law, R. (2013). Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis. Asia Pacific Journal of Tourism Research, 18(7), 784–802. Retrieved from: https://doi.org/10.1080/10941665.2012.708351

Manthiou, A., Kang, J., Sumarjan, N., & Tang, L. R. (2015). The Incorporation of Consumer Experience into the Branding Process: An Investigation of Name-Brand Hotels. International Journal of Tourism Research, 18(2), 105–115. Retrieved from: https://doi.org/10.1002/jtr.2037

Rahimi, R., Köseoglu, M. A., Ersoy, A. B., & Okumus, F. (2017). Customer relationship management research in tourism and hospitality: a state-of-the-art. Tourism Review, 72(2), 209–220. Retrieved from: https://doi.org/10.1108/tr-01-2017-0011

Rust, R. T., Moorman, C., & van Beuningen, J. (2016). Quality mental model convergence and business performance. International Journal of Research in Marketing, 33(1), 155–171. Retrieved from: https://doi.org/10.1016/j.ijresmar.2015.07.005

Wright, A. (2014). Organizational routines as embodied performatives: A communication as constitutive of organization perspective. The organization, 23(2), 147–163. Retrieved from: https://doi.org/10.1177/1350508414533165

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