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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.
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.
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
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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
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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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