Original Hospitality

1.0 Introduction

The original hospitality is a place to care for travelers that has been a basic element of civilized societies. The original hospitality provides travelers food and shelter only. But now, hospitality industry is growing rapidly, people keen to go travelling which means hospitality should expand to satisfy all the wants and needs of the guests. (History of the hospitality industry, n.d.)

From the case, Griffith hotel was the first five star luxury hotel in Tel Aviv in 20 years which catered to an international clientele, business and leisure travelers from around the world particularly from Europe and the Americas, but more recently from china. This newest hotel believed the way to successfully compete with the other five-star hotels was to provide the best service.

However Griffith Hotel is facing six main issues. This assignments will apply several theories to solve these issues while offer some recommendations that can be implemented.

2.0 Analysis (key issues)

2.1 Service quality

As a hospitality industry, hotel should make more effort in intangible service quality as it is vital to the product. ( Widjaja. D) According to the case Griffith Hotel targets market as international clientele particularly from Europe and the Americas, more recently from China. But the front desk majority employee were Israelis from the Tel Aviv area for the reason that the government grant to people who work in a hotel for 7 years. This circumstance is helpless for the service quality. The most of the employees speak English as the prevailing language but they referred each other by the first name which may not easy to make first impressions. Guests may regard this as rude behaviors and be disappointed for the differences between the reality and the imagination.

As stated by Lovelock (2002), “one of the most important parts of service delivery is moment of truth, which allows employee to interact with customers and find a way to improve service.”. In this case, the front desk staff used guest satisfaction surveys as a device to get “annoying guests” off their back. This kind of rude behavior must result in a dissatisfied guest. ( Ktler as quoted in Widjaja, 2003,p.353). Using a guest satisfaction survey is an effective measure to evaluate guest service, to correct the mistakes and setting new goals. But Griffith Hotel staff saw these figures as detached from reality. That can partly explain why service wasn’t better in Griffith Hotel.

The lack of experience is a problem to front office staff who dissatisfy customers. This situation may caused by interrupted training and unsteady attitudes towards jobs in reception.

2.2 Interpersonal communications

As front-office