Standards Training and Guests Perceptions in Luxury Hotels

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Eastern Michigan University

DigitalCommons@EMU

Senior Honors eses Honors College

2010

Standards, Training, and Guests' Perceptions inLuxury Hotels

Sarah PeterhansEastern Michigan University

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Recommended CitationPeterhans, Sarah, "Standards, Training, and Guests' Perceptions in Luxury Hotels" (2010). Senior Honors Teses. Paper 246.
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Standards, Training, and Guests' Perceptions in Luxury Hotels

Abstract

Very few hotels are able to consider themselves to be truly luxury. ese hotels hold a certain mystique that

invites their guests to continually return, no maer what the cost is. While luxury is providing somethingexclusive that is not found everywhere, it is also becoming more about the experience (Allcock, 2007). Today,luxury hotels are aiming for ultra-luxury, and to do this, service and people factors make a huge dierence(Tungate, 2009). e luxury concept includes being exclusive, sophisticated, and indulging your guests(Allcock, 2007). It is crucial that the design and ser vice follow these concepts (Gunter, 2005). ese hotelsare expected to provide their guests with the best of everything (Sheehan, 2007). Maintaining this level ofservice is done through understanding guests expectations, seing service standards to meet theseexpectations, training the sta to follow these service standards, guiding the guests experiences, andidentifying and closing service gaps.

Degree Type

Open Access Senior Honors esis

Department

Technology Studies

Subject Categories

Hospitality Administration and Management

is open access senior honors thesis is available at DigitalCommons@EMU: hp://commons.emich.edu/honors/246
http://commons.emich.edu/honors/246?utm_source=commons.emich.edu%2Fhonors%2F246&utm_medium=PDF&utm_campaign=PDFCoverPageshttp://commons.emich.edu/honors/246?utm_source=commons.emich.edu%2Fhonors%2F246&utm_medium=PDF&utm_campaign=PDFCoverPages


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F ............................................................................................................................................

I .................................................................................................................................................. 1

L R .......................................................................................................................................... 3

G E ................................................................................................................................... 3

INESIGAING GES EPECAIONS........................................................................................................ 3

IMPACS ON EPECAIONS ...................................................................................................................... 4

S S S ................................................................................................................. 5

AAADIAMOND RAING SANDARDS ......................................................................................................... 5

C R I ................................................................................. 8HIRING PROCESS ...................................................................................................................................... 9

................................................................................................................................................... 10

RAINING DESIGN MODEL....................................................................................................................... 10

RAINING COSS .................................................................................................................................... 12

CALCLAING HE RERN ON INESMEN FROM RAINING.................................................................... 12

G E ................................................................................................................................ 13

S G L H ................................................................................................................. 14

M ............................................................................................................................................... 15

R ......................................................................................................................................................... 18

G E ................................................................................................................................. 18

INESIGAING EPECAIONS ................................................................................................................ 18

IMPACS ON EPECAIONS .................................................................................................................... 19

S S .................................................................................................................................... 20

SEING HE SERICE SANDARDS ........................................................................................................... 21

IMPLEMENING SERICE SANDARDS ....................................................................................................... 21EALAING SERICE SANDARDS ........................................................................................................... 22

C R I ........................................................................... 22

RAINING MEHODS .............................................................................................................................. 22

RAINING FREQENC ............................................................................................................................ 23

RAINING COSS .................................................................................................................................... 24


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RAINING OPICS ................................................................................................................................... 24

RAINING EALAION AND RERN ON INESMEN .............................................................................. 24

G E ................................................................................................................................ 25

S G ............................................................................................................................................ 26

C ................................................................................................................................................... 26

B ................................................................................................................................................ 34

A ..................................................................................................................................................... 36

A A .............................................................................................................................................. 36

A B .............................................................................................................................................. 37

A C .............................................................................................................................................. 38

A D .............................................................................................................................................. 39

A E .............................................................................................................................................. 40

A F .............................................................................................................................................. 41

A G .............................................................................................................................................. 42


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FIGRE 1: CONCEPAL MODEL OF HIS SD 3

FIGRE 2: PARICIPAING HOELS 16

FIGRE 3: MEHODS OF INESIGAING GESS' EPECAIONS 18FIGRE 4: SEING SERICE SANDARDS 21

FIGRE 5: NE HIRE RAINING PROCESSES 23

FIGRE 6: MEHODS O EALAE RAINING 24

FIGRE 7: AS O GIDE HE GESS' EPERIENCES 26

FIGRE 8: IDENIFING SERICE GAPS 26


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Standards Training and Guests Perceptions in Luxury Hotels