Dagens hotellbransch: En studie som belyser hur hotell i Stockholm arbetar för att behålla sina gäster
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Because of the large supply of information is today's leisure travelers very enlightened and have firsthand knowledge of what can be demanded on a hotel stay. Along with business travelers, who are not price sensitive, they place higher demands on the standards and service they require. It has become increasingly important to attract the visitors in a unique way.
The purpose of this study is to reveal those aspects which hotels focus on in their business in order to keep their guests, despite the strong competition and the new demands of the changing hotel industry. The study has examined more closely if the hotels have specific concepts in their approach, if their servicescapes (the environment where the service is assembled) are designed in a unique way to attract visitors and if the hotels have special relationships with their guests.
The study is qualitative and in order to answer the purpose has observations of the selected hotels and interviews with managers and receptionists been made.
One of the conclusions that we reached is that the most important aspect in the hotels business is their relationship to the guests. Each respective hotel strives to have a special and unique relationship with its guests conveyed by its staff. But even if the hotels have the same purpose, they use different ways to create a unique relationship to their guests. As for concept, we have concluded that none of the hotels work with thematisation, but that they instead use various concepts to make their guests' experiences more positive. The servicescapes are valued not quite high by the hotels, however, they are designed in different ways that convey certain emotions.
Place, publisher, year, edition, pages
2014. , 53 p.
Other Social Sciences
IdentifiersURN: urn:nbn:se:sh:diva-24546OAI: oai:DiVA.org:sh-24546DiVA: diva2:745539
Subject / course
UppsokSocial and Behavioural Science, Law
Onn, Gustaf, Högskoleadjunkt