Vip service in hospitality industry
Sirkiä, Noora (2013)
Turun ammattikorkeakoulu
2013
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013111917347
https://urn.fi/URN:NBN:fi:amk-2013111917347
Tiivistelmä
This bachelor’s thesis investigates the processes involved with VIP treatment in hospitality industry and more specifically in the hotel environment. It aims to explain the significance of the VIPs in the hotel business and the tools the hotel can utilize to accommodate the needs and requests of the VIP guests’. This study was commissioned by a full service hotel Baltimore Marriott Waterfront in the United States.
This thesis gives information about the types of VIP guests in hotel industry in the United States and the specific procedures the hotel departments use in order to answer to the various needs of the guests and to provide high quality customer service. The study uses the full service property Baltimore Marriott Waterfront as an example to give a more profound understanding of the daily processes involved in the customer service for VIP guests. The thesis provides information about duties of different hotel departments and focuses on the significance of the front office department in VIP processes and service in general.
The study utilizes both quantitative and qualitative research methods. Interviews have been chosen as the qualitative research method and a survey as a quantitative. The interviewees consist of managers and supervisors of different departments at the Baltimore Marriott Waterfront. The aim of the interviews was to provide practical information on the VIP service and give a more profound impression on all of the levels involved in executing the service. Additionally the thesis uses information from Baltimore Marriott Waterfront hotel’s Guest Satisfaction Surveys in 2010 – 2013. Through these means the thesis offers theoretical information but also applies the theory to practice and gives front line information of the VIP treatment in Baltimore today. Although the study is limited to the Baltimore Marriott Waterfront, the information can be adjusted to meet the needs of another property.
VIP service is extremely important to hotel business because of the great influence on the revenue. Therefore it is imperative to be aware of the processes involved in the VIP treatment and to consider the guests’ needs and preferences before acting. This thesis provides valuable information to consider when planning VIP processes and doing business with VIP guests. Although the study is not all-embracing, it implements the significance of VIP guest satisfaction in the hospitality industry.
This thesis gives information about the types of VIP guests in hotel industry in the United States and the specific procedures the hotel departments use in order to answer to the various needs of the guests and to provide high quality customer service. The study uses the full service property Baltimore Marriott Waterfront as an example to give a more profound understanding of the daily processes involved in the customer service for VIP guests. The thesis provides information about duties of different hotel departments and focuses on the significance of the front office department in VIP processes and service in general.
The study utilizes both quantitative and qualitative research methods. Interviews have been chosen as the qualitative research method and a survey as a quantitative. The interviewees consist of managers and supervisors of different departments at the Baltimore Marriott Waterfront. The aim of the interviews was to provide practical information on the VIP service and give a more profound impression on all of the levels involved in executing the service. Additionally the thesis uses information from Baltimore Marriott Waterfront hotel’s Guest Satisfaction Surveys in 2010 – 2013. Through these means the thesis offers theoretical information but also applies the theory to practice and gives front line information of the VIP treatment in Baltimore today. Although the study is limited to the Baltimore Marriott Waterfront, the information can be adjusted to meet the needs of another property.
VIP service is extremely important to hotel business because of the great influence on the revenue. Therefore it is imperative to be aware of the processes involved in the VIP treatment and to consider the guests’ needs and preferences before acting. This thesis provides valuable information to consider when planning VIP processes and doing business with VIP guests. Although the study is not all-embracing, it implements the significance of VIP guest satisfaction in the hospitality industry.