Your task for this assessment is to write an evaluative report of information found in theliterature relating to “employee involvement in service and the guest experience in a hotelcontext”. Specifically, you will synthesise research from the scientific literature and industrypublications and draw conclusions based on your research. In writing this assessment, youare required to follow the Assessment Structure Style Guide of a Business Report.Your textbook Hudson & Hudson (2017) is the best place to start and for this assessment youfirst should review chapters 1- 4. Together with the readings prescribed for topics 1-4.It is our expectation that this scholarly piece of writing will at a minimum, include: A definition of service and guest experience; A historical overview of guest experience and how it has evolved; The importance of employees and empowerment in service; What might be the consequences for a hotel when they do not focus on service andemployees who deliver this service? Concluding with your thoughts (based on research findings) on the importance ofdelivering positive guest experiences in a hotel context.Assessment 2 – Report Technology to enhance Guest Experience (Group)We live in a world, where technology has become an integral part of daily life. In the hotelbusiness, this is a crucial way hotels can differentiate themselves. Hotel businesses have tostay abreast of the latest trends that meets the needs of the digital, social and mobilecustomer; to allow themselves to personalise the experience for guests, and improve servicethrough the guest’s journey.Your task in this assessment is to investigate what international hotel companies are doing tostay ahead of the pack as it relates to technology, with focus on the guest experience. Discussthe various stages of the guest journey from pre arrival to departure, and the varioustechnological touch points and how this impacts the guest service experience; then makerecommendations on how hotels can deliver distinctive customer experience utilizing the latesttechnologies. In writing this assessment, you are required to follow the Assessment StructureStyle Guide of a Business Report.The group project gives you an opportunity to work with a group of your peers and investigate a topic that is ofsignificant importance to the hotel sector. The purpose of this assignment is threefold. First, as a group project itis designed to be a practicum for learning leadership skills including group decision making, conflict resolution,interpersonal communication, and critical analysis. Second, writing is an important skill in any profession and thisis an opportunity for you to hone your writing skills. Finally, this assignment also provides you an opportunity toinvestigate what hotels are doing right now.
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