HGE401: Learning Portfolio Assignment Help
Question
HGE401: This is a Torrens University Australia assignment for the Master of International Hotel Management which demands the student to reflect on their learning experience from the course modules and develop a portfolio for the same. Based on these learnings, the student is supposed to complete the tasks provided in the assessment file.
Solution
In providing Hotel Management Assignment Help, our experts have developed a portfolio that demonstrates a gradual development in comprehension and application of concepts and theories from the course. Based on this, a framework that can be used to design, manage, and co-create hotel guest experiences has been elaborated upon in this solution.
Introduction
The first section of this assignment provides a brief introduction to the significance of guest experience in the hotel industry in addition to linking it to the present portfolio. You can read a snippet of the complete introduction below:
Within hospitality industry, guest experience withholds significant importance. In creating extraordinary guest experience, there are researches that have highlighted the role played by frontline employees who are the hosts for the guests. Employees are central to creating guest experience within commercial hospitality and creating a holistic experience with focus on interactions and services offered.Within hospitality industry, guest experience withholds significant importance. In creating extraordinary guest experience, there are researches that have highlighted the role played by frontline employees who are the hosts for the guests. Employees are central to creating guest experience within commercial hospitality and creating a holistic experience with focus on interactions and services offered.
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Task 1: Being a host
The first task of this assessment demands the student to analyze and consider the function of hosts in commercial accommodations. Here, our experts have remarked upon the qualities of a “good host” and offer a critical evaluation of their function in the business of hospitality in the class of hospitality.
Tasci et al. (2021, p. 339-340) defines hospitableness as critical component of hospitality experience. Tasci and Semrad (2016) explain hospitableness with hospitality in a layered structured. Hospitableness within the structure is defined by the interaction that occurs between the product or service providers and the consumers, emphasising relevance of human component between the exchange. As hospitality is an umbrella concept where in there is more to service encounter (Lashley, 2015), hospitableness is an instrument in between the interactions and phases of consumption that result in building loyal consumers also called “commercial friends” (Tasci et al. (2021, p.340). Blain and Lashley (2014) further defines hospitableness as an act of extending generosity to be welcoming to strangers. Hospitality and hospitableness also involve intangible features such as hosts (Melissen, 2016 p.39). Hospitality is characterised by relationship shared between a host and the traveller (Ali et al.,2021, p. 15). Melissen (2016, p. 28), defines a host as someone who offers accommodation and/ or drink/food to the guests.
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Task 2: Hospitality Intelligence
Next, the significance of hospitality intelligence in delivering satisfying visitor experiences have been outlined. In providing Torrens University Australia Assignment Help, our experts have analyzed the performance and pinpointed the areas of strength and growth in each of the hospitality intelligence abilities that were covered in this module.
Within hospitality intelligence, it is important to have high emotional intelligence, communication intelligence, cultural awareness, and hospitality experience to be able to offer right and quality service experience to the guests (Bharwani & Jauhari, 2017). Scoring 55 on emotional intelligence test, I believe that my ability to understand emotions of others is one of key strengths. I am a highly motivated person who is self-regulated and expressiveness serves as another strength. As outlined by Stoyanova-Bozhkova et al. (2022), highly motivated employees in hospitality industry are more engaged and productive. This can be testified with my high cultural intelligence score from which I derive another strength of being open minded in being tolerant and fair minded to all my guests and people around me. However, sometimes I have trouble in dealing with difficult situation for instance where there is conflict. I often end up experiencing trouble in keeping my point strong, if someone is being aggressive in keeping their point and This is also evident with score on communication intelligence test (score 52). This serves as weakness and can threaten in future since inability to handle conflict is major reason for occupational stress and burnout, as highlighted by Khuong and Ling (2020), Within hospitality it is important for one to be prepared to deal with any type of situation (Giousmpasoglou et al. 2021). I can work on my weakness of having to deal with difficult situation or conflict by trying to work on responding to online complaints. Online complaints do not require face to face interaction.
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Task 3: The guest experience definitions matrix
Next, our experts have examined a number of definitions of the customer/guest experience that can be found in scholarly literature. Based on this information, a 200-word matrix has been incorporated into this section. As you can observe below, all the data has been supported by credible scholarly articles. This is how our experts provide top-quality Learning Portfolio Assignment Help in Sydney.
Syntheses of above definition 8 From the analysis of the above definitions Hwang & Seo (2016), Walls et al. (2011), Baek et al. (2020), Kandampully et al. (2018), Becker & Jaakola (2020), guest / customer experience can be understood from the perspective of being a multidimensional and holistic aspect that involves multisensory interactions through different stages of consumer journey. Experience is a result of customer’s perception and feeling that stems as non-deliberate reaction and spontaneous response from the interaction between the customer and the organization/ product/ service.
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Task 4: Case Study Analysis Part 1
The following task presents an industry case study, which the student is supposed to analyze to assess the concepts related to significant guest experiences taught in the modules. In this task, the theatrical metaphor has been applied to understand this experience, in addition to developing a guest persona for the central characters of the study.
As defined by Pine & Gilmore (1998), experiences are heart of hospitality business. To make this experience wholesome, intentionally services are used as stage and goods as props to engage consumers and this is known as staging (Hudson & Hudson, 2017, Hemmington, 2007). Within the case study, the main actors of staging experience are the hosts of the luxury lodge, that is General Manager (Jonathan) and the staff members (Russell, Cory, Camille) at Saffire Freycinet, the guest service manager at the lounge (Richard) for the guests (Charles and Karen). Within staging experience, the services are the stage (Mehmetoglu & Engen, 2011) and this case, private airport and lounge, the room service, spa service, refereshments on arrival, deliberate design feature of the lodge, drink choices, Chardonnay for Charles and tonic water for Karen considering their preferences, arranging private pavilion considering guests request for separate rooms, food and beverages specially curated to taste of guests, small gift created for guests to take back and attending to special requests like fishing experience.
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Task 5: Case Study Analysis Part 2
The last task demands the student to analyze the above case study with respect to the various controllable and uncontrollable aspects that impact a guest’s experience in a hotel. You can read half of this task solution below:
Walls et al. (2011) model of guest experience suggests that to connect with guests it is important for business entities to create interactions between the human with the physical environmental dimensions. Within this interaction, physical environment involve ambience, that evokes multisensory emotions, artefacts or space that offers function. Lockwood & Pyun (2019), suggest an important factor is physical environment within creating interactions. Customers not only perceive or react but also interact with physical environment of the hotel. To create positive physical environment, the staff of The Saffire Freycinet ensured to create a high impact experience for instance impressive entrance overlooking the majestic mountain range, with specially curated furniture and fittings to evoke sense of luxury and comfort. Another important detail was design of the private pavilions with separate bedrooms, spacious rooms with dinning and kitchen area to offer guest to have private dining and living experience. The pavilion also offered private courtyard with plunge pool overlooking the bay to evoke sense of relaxation. Another instance, where staff ensured to take care of physical environment was in lounge with soft easy listening music, dimmed lights and lit fireplaces to create mood for relaxed evening. Other than physical environment, Walls et al. (2011) also suggests certain human factors have ability to impact guests experience and these involve attitude of the employees, proactive services, appearance, and professional behaviour of the staff. The staff at Saffire, reflected top quality behaviour when dealing with Charles.
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Conclusion
Lastly, a brief conclusion has been provided to highlight all the key findings from the different tasks of the assessment.
The current discussion presents the application of different theories, concepts and models used in creating guest experience. Creating an effective guest experience is critical within hospitality industry and staff are central to creating the experience. The current study begins with drawing understanding from the layered structure of hospitableness and hospitality as defined by Tasci et al. (2021) to understand the hospitableness that emphasis on interaction between product and service providers. This interaction is central to commercial domains of hospitality where in good hosts use the same and reflect behaviours like politeness, effective communication and mirroring guests needs to stage the hospitality experience.
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