The functions, activities and importance of the Club Lounge in regards of Guest Relations at InterContinental Budapest
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| Dokumentumtípus: | Diplomadolgozat |
| Kulcsszavak: | Club Lounge guest experience loyalty employee attitude InterContinental Budapest |
| Online Access: | http://dolgozattar.uni-bge.hu/1439 |
| Kivonat: | In VIP guest treatment Club Lounge has an indispensable role, due to the personal characteristics employees add to the service process and by maintaining a consistent level of excellence with the help of standards of the department. Primary and Secondary Research methods proved that a well-built up relationship between Club Lounge employees and guests do in fact increase loyalty towards the hotel and influence guest experience positively. The previously outlined research techniques also emphasized that guests are more inclined to revisit the hotel thanks to the less formal relationships created with employees. Their personal attributes throughout the service process also appeared to be decisive factors when it came to the question of return visitors. Taking care of numerous tasks during the course of the day, Guest Relation Employees need to display a professional attitude while anticipating specific guest requirements and updating their profiles accordingly. Such an exceptional way of task-execution and its importance was highlighted during Primary Research done personally with frontline employees, besides Secondary methods concerned with this field also undoubtedly supported the original hypothesis. Most importantly though, contribution of loyal employees in the Club Lounge department to overall positive guest experience did bring about guest loyalty as well, which definitely resulted to be a profitable factor on the long-run for maintaining the standards of this essential part of InterContinental Budapest. |
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