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Guest Relations Analysis

Grand Canyon University: HOS-440 September 20, 2020.

GUEST RELATIONS ANALYSIS

2 Guest Relations Analysis

In the hotel industry, the customer has different options for the hotel, resort to choose as their destination for their trip. Booking a room is fully depended on guest personal's needed, style, or convenience. Some guests want to enjoy the "warm" style hotel, so they feel "welcome to sweet home" on their trip, but on the other hands, some guest wants to enjoy the luxury bedroom with crystal chandelier and feel the "royalty vibes" when they stay at a hotel or resort. Since the need for each customer is different does the hotel industry has built various types of hotels to cater to all guests. In my essays, I want to analyze overall also compare the similar and different points between 3-star and a 5-star hotel. Moreover, my paper includes all suggestions about strategies that a hotel should apply for their business to improve guest's satisfaction in the future. A 3-star hotel is a hotel that provides average amenities, higher quality service, physical attributes, and design. (Xotels.com, n.d). When guests looking for a 3-star hotel, they are usually looking for comfortable and convenient stay places. Grand Canyon University Hotel & Restaurant in Phoenix, Arizona is one of these 3-star hotels that can meet the need of customers looking for comfort. Their mission is: “Build upon Grand Canyon University's pillars of servant leadership, professional ethics and innovation through a hospitality program that produces the highest quality professionals provides exceptional guest experiences and transforms the greater West Valley". (Grand Canyon University Hotel & Restaurant, 2020). Grand Canyon University Hotel is proud to offer comfortable room at reasonable rates to help meet the needs of business travelers, GCU families, and visitors to the area. (Grand Canyon University Hotel & Restaurant, 2020). Grand Canyon Hotel and Restaurant included: 155 rooms, 30 junior suites, 10 suites, and 115 deluxe rooms with offers amenities for guests as an outdoor swimming pool, fitness center,

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outdoor play area, breakfast serving, Canyon 49 restaurant and grills, … As our thriving GCU campus continues to grow and expand, Grand Canyon University Hotel guests can look forward to a hotel conference center and meeting space, exclusive restaurant, and resort-style golf course. (Grand Canyon University Hotel & Restaurant, 2020). This hotel promises to brought to guests with gold standard service, comfortable for all guests, and reelect Grand Canyon University's commitment to community and visitors. On the other side, when guests seeking to stay at a 5-star hotel or resort, they are probably looking more for luxury, aesthetic, higher quality service. Conrad New York Downtown hotel is a perfect example of a 5-star hotel that brings to guest unforgettable experiences, located in the heart of Lower Manhattan. Discover the culture, atmosphere, and ambiance that is distinctively New York from a world-class hotel that is singularly Conrad. Indulge in plush, modern suites with high-end amenities, and unparalleled service (Conrad New York Downtown 2020). Conrad New York provides customers a standard luxury, including 463 suites, each suite has modern technology as a flat-screen TV, individual climate/temperature control. This hotel offers different amenities for the guest: ATRIO Wine & Bar restaurant-seasonally inspired offering New American cuisine, Loppy Doopy rooftop Bar with a view of New York Harbor, 24/7 fitness center, event and meeting room, gallery ballroom, hair salon, barber, and friendly pet policy. They want their customer to stay in the most luxurious and enjoyable atmosphere at Conrad New York, Relax completely in a spacious suite, featuring plush living and sleeping areas. Personalized service is at your fingertips with our digital key access and integrated suite technology – reserve a table at ATRIO or Loopy Doopy or order room service from your suite TV (Conrad New York Downtown 2020). Overall, both hotels are welcome to guests by the nice, warm atmosphere with a professional working attitude from hotel

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staff. However, a hotel and resort need to complete their responsibilities to meet the guest's expecting standard when they decide to stay in a 3-star hotel or 5-star hotel. Based on the TripAdvisor website, Grand Canyon University Hotel & Restaurant received 4 star-Very goods from guest's ratings. On reviews, most of the guests are very satisfied with the cleanliness, affordable price, and wonderful customer service of Grand Canyon University Hotel & Restaurant. Besides that, people reviewed that they very love the beauty of the pools from their room and it is absolutely an extra point for this hotel. Hotel staffs are very friendly, helpful, and runs by GCU hospitality students which are can respond the customer's needed. Otherwise, there are still have some negative reviews mentioned how Grand Canyon Hotel & Restaurant can improve some details in their hotel to make it become a better in the future “ All night long you hear sirens from emergency units and the hotel in general especially on the poolside is very noisy and doesn’t close until 10 pm. Rooms are comfortable and the restaurant and bar area is average". (TripAdvisor, 2020). Highways never sleep. You will not sleep either. The word hotel is a stretch. The word that should have been used is Motel. Thin old doors, very well painted and facing the streets, create a barrier between you and a semi-truck going 75 Mph at 4 am. (TripAdvisor, 2020). If I was a manager of this hotel, I would kindly reply to all reviews from the customer even though it a positive or negative review because “we grow from the mistakes”, with negative reviews, first I would say sorry for any inconvenient happened when they stayed at our hotel, promise them we will change it for sure and make it becomes a better version when guests come back and tell them please give us a chance to come back to see how we change the conditions of the hotel, so we can serve you guys better. And give guests a discount coupon for future booking is a good solution too. Overall, Grand Canyon University Hotel & Restaurant is still a good hotel that brings comfort and convinces service for

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customers. Conrad New York Downtown is doing very excellent when they received a lot of compliments about their hotel, especially in the COVID-19 global pandemic. They received 4.5 stars on TripAdvisor, most of the good comment mentioned about their cleanliness, good customer service, good scenery from the room, … "All around the great hotel, super clean and excellent about following all COVID-safe practices. The staff was so helpful and pleasant. I was assured rooms are kept vacant for three days between guest stays.". (TripAdvisor, 2020). Keep along with a positive review on TripAdvisor, there are still some negative comments as "Absolute nightmare. I stayed with a couple of friends 8.16.2019-8.18.2019 at this "5-star" hotel and got over 25 BED BUG bites. I had tried reaching out to them over 3 times and I would always be put on hold, or they would simply not respond…". (TripAdvisor, 2019), or “stayed for 2 nights in April '19. The necklace I left near the toiletries gone when I right after night turn down. Security said the employee denied touching it, yet all my toiletries were rearranged. Thieves. Beware". (TripAdvisor, 2019). From these comments, we can see even though Conrad New York Downtown is a luxury/first-class hotel, but they still needed to work on these issues to make sure their brand name can still keep 5 stars and images of their hotel. If I was a manager from this hotel, I would love to respond to both positive and negative comments to figure out the best solution for my customer who not feels good while they spent the time at our hotel. First, I would say apologize to them from the bottom of my heart and also from the role of general manager of Conrad New York hotel, we are very sorry about all these unhappy things. And I will provide them specific proofs that how we make a change in our hotel to meet customers ' expectations for the next time they are coming back. With the bed bugs issue, we will hire a bed bug removal company to eliminate the root of the problem. I will make sure there will no similar issue happened again in the future. Same with guest's valuable stolen, we will organize an in-

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depth investigation which hope can find back your necklace with honestly apologize, moreover, I will make sure the human resource office will have more policy for a candidate who wants to work at Conrad New York Downtown, requirements for the candidate must have a clean background with no stolen criminal records, and also non-greedy nature of the candidate. We will provide a discount or free future using any service of Conrad New York Downtown as our apologies with the hope you can give Conrad New York Downtown can have one more chance to welcome you back. Overall, both hotels are doing a good job of keeping their guest satisfy with accommodation, but they are still needed to change a few things to make their hotel turn into a better and complete version as expected from customers. It is just so correct for a quote "Nothing or no one is perfect". With Grand Canyon University Hotel & Restaurant, some strategy they need to apply for hotel improvement is they need to work on more how to reduce the noise from the pool, highway, set up soundproofing window, a curtain in the bedroom, changing the open time for the swimming pool, … to make sure their customers had a good time at their hotel without any concern about the noise outside will keep them awake all night long, Also, many reviews said staff needs to connect more with customers so Grand Canyon University Hotel & Resort need to develop communication between hotel staff and guest, so they can build guests relationship better and make guest satisfaction increase. With Conrad New York Downtown, some strategy that they need to do to increase guest rating is changing their service and management system since there are some comments said check-in and check-out service is unprofessional, waiting too long for check-in and check-out, staff not response to solve their needed problem, no bellman help guest with luggage and direction. Conrad New York downtown needs to training their employee more about customer service to make sure all hotel staffs from bellman or receptionist

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is having quick-solving problems to help a customer whenever they needed, a manager needs to notice more about requires upgrade/changing room types from guest also online reservation to make sure guest can go “smooth” in these stages. Both hotels show their pros and cons through customer reviews, however, if they can apply all strategies to their hotel, it will a big help to increase the rating and brand loyalty from guests. 3-star and 5-star hotels are providing different amenities and services to guests. Grand Canyon University Hotel & Restaurant is a 3-star hotel which is brought to guest most warm, comfortable, and enjoyable to the guest. However, they need to work on more communication and upgrade some needed equipment to build a better version of Grand Canyon University Hotel & Restaurant in the future. Conrad New York Downtown is a 5-star luxury hotel is also doing good in bringing luxurious, aesthetic decoration and high-end amenities to a customer which is getting a high review on TripAdvisor, but they also need to work on some issues like bed bugs, flexible customer service to keep their hotel more famous and getting higher rating from guests.

GUEST RELATIONS ANALYSIS

8 References

Xotels.com (n.d.). 3 Star hotel. Retrieved from: https://www.xotels.com/en/glossary/three-starhotel/ Conrad New York Downtown.com. 2020. Conrad New York Downtown. Retrieved from: https://www.conradnewyork.com/ Grand Canyon University Hotel & Restaurant.com. (2020). Grand Canyon University Hotel & Restaurant. Retrieved from: http://gcuhotel.com/ TripAdvisor.com. (2020). The Grand Canyon University Hotel. Retrieved from: https://www.tripadvisor.com/Hotel_Review-g31310-d10425797-ReviewsThe_Grand_Canyon_University_Hotel-Phoenix_Arizona.html#REVIEWS TripAdvisor.com. (2020). Conrad New York Downtown. Retrieved from: https://www.tripadvisor.com/Hotel_Review-g60763-d208452-Reviews-or10Conrad_New_York_Downtown-New_York_City_New_York.html#REVIEWS...