The Services Industry In The Uae Tourism Essay

Executive Summary

The services industry in the UAE is booming with great gait as the topographic point is germinating twenty-four hours by twenty-four hours and is going one of the most of import finishs for concern groups and concern personals that see UAE as a really possible state which can assist them in germinating their market.

Major hotels in the UAE that is considered to be the top hotels in the services industry of the UAE, these hotels are emirates castle in Abu Dhabi which is a seven leading hotel of UAE and crowne place hotels and resorts which owns a concatenation of hotels and resorts across the universe. Crowne place besides arranges meetings and other do other agreements for corporate and other meetings.

In our major undertaking we will discourse the backgrounds of each of these hotels and the senior direction profiles, we will besides see the company ‘s determination devising capableness and their scheme to vie in the market and remain the victor.

In our undertaking treatment we will besides see the satisfaction degree of clients and employees of both the companies and we will so do the analysis based on that.

The following portion of our survey is to look into the provider relationship position of the companies i.e. we will discourse the technique and factors through which the hotels chose their providers, we will besides discourse the major facets that lead the hotels to rate the providers and to take them harmonizing to their capableness and quality of work.

We will besides discourse the feasibleness factors like demographic factors, cultural factors, economic factors, and political factors to look into the feasibleness of the procedure that if crowne place would be able to puting up an external eating house in khalidiya.

Company Background

Emirates Palace Hotels

Emirates palace hotel is located in Abu Dhabi i.e. the capital of UAE, the emirates hotel is considered as one of the finest hotel and conference locale of all time built in the universe and is considered as a national landmark in the UAE.

The major attractive force of emirates hotel is that it is built on a 1.3 kilometer long in private owned flaxen beach and offers all sort of luxury modules to its clients. ( Emirates Palace Hotel )

Mission and Vision

The vision of emirates palace hotel is to go the cultural capital of the Middle East by incorporating more and more cultural services to its portfolio and besides by supplying the best quality services to its clients so that they can bask their holidaies with their households or their concern trips without any job. The mission of the emirates palace hotels is to go the universe ‘s finest luxury hotel by supplying the best in category installations to its clients and client.

Quality

The emirates palace in abu dhabi is operated by kempinski hotels a luxury hotel group. The hotel was owned by the Abu Dhabi authorities, the most of import fact about the emirates palace hotel is that it is considered as one of the most expensive hotels in the universe. ( Kempinski )

The hotel is the best pick for peoples because of the installations and luxury services provided by them.

The hotel was built for an sum of USD 3 billion and was opened for the peoples in the twelvemonth 2005, since so the hotel was emerged as a landmark in Abu Dhabi following its popularity and its quality of services.

The client reappraisal about the hotel is really positive and this clearly reflects that the clients are really much impressed by the quality of services provided by the hotel.

Emirates palace hotels look out for every luxury demand of their clients as they had a 1.3 kilometer long private sand beach merely for the clients who want to bask their holiday or trip, the hotel is really much concerned about their luxury demands and so they are looking out to run into all of their demands. Their province of art engineering is one of the major attractive forces of emirates palace hotels, the emirates palace hotels had so good substructure and province of art engineering that they are even compared to the burj khalifa in footings of province of art. ( The hotels )

The chief quality of the emirates palace hotel is that they believe in incorporating civilizations and conveying them together to present the best in quality services to their clients.

Existing ISO enfranchisement

The emirates palace hotel is ISO 14001:2004 certified hotel based on environmental direction system in cordial reception services by the United Kingdom accreditation services in September 2009, the enfranchisement was awarded to the hotel in acknowledgment of the organisation quality and the cordial reception and eating houses systems and services. ( Press News, 2009 )

Harmonizing to the bureau, the hotel genuinely merit the enfranchisement as they had successfully implemented and tackled the environmental sustainability issues and brought them to move by prosecuting themselves in developing the techniques to conserve energy and to keep the sustainability of the environment around them.

The emirates palace hotel is besides certified by the ISO 22000 criterion.

Crowne Plaza

Crowne place is a concatenation of hotels and resorts that is extended all over the universe, crowne place owns the really celebrated intercontinental hotels that signifiers portion of the crowne plaza household other major resorts includes vacation hostel which is besides really celebrated all along the universe and is immensely known for its quality of services. ( Crowne Plaza – Home )

Crowne place had a sum of around 400 hotels widening in over 52 states of the universe organizing one of the largest ironss of hotels and resorts in the universe.

Mission and Vision

The tagline and the vision of crowne place is “ great hotels invitees love ” . The mission of the hotel is “ to make everything we can to vouch a ‘wow ‘ experience for every invitee in the hotel so they would love our hotel and maintain coming back ” .

The mission and vision of the hotels clearly suggests that they are really much dedicated towards client service by supplying the best quality installations in their services.

The hotels had incorporated some client values that clearly reflects their dedication towards client services, they are:

To make the right thing: i.e. the hotel ever patterns that thing that they believe is right for the client and ever likes to better other installations for client satisfaction.

The hotels ever keep the same policy of client service and in any clip they do n’t allow people down by interrupting their client promises.

The hotels are ever dare to take determinations that other hotels might experience hard to implement and which are non in conformity to gaining the highest net income.

To demo peoples through their quality of services that they care: the hotels are ever seeking to work out jobs of their clients through client policies and they ever try to being sensitive to their clients.

The major policy in client services of the hotels is to demo the clients that they treat them as persons and ever had policies that focus on the demands of each individual in peculiar.

The hotel ever uses their experience in the client services and client satisfaction to happen out new ways to present the best service to their clients.

To take for higher ends: i.e. the hotels ever set out higher ends for themselves in order to admit themselves as the leaders of the hotels and services industry, in order to finish this undertaking the organisation is focused in to construct a squad of market leaders who could implement new techniques in the old procedures to do them more efficient.

The organisation is committed to larn new techniques and implement them in their services.

The organisation besides look into listen and larn new things and to implement them to do a difference in the services provided by the hotels.

The organisation ever thrives in to happen new options to better the procedures in being and do them more and more effectual.

To work together as a squad: the organisation believes in squad work i.e. to work in squads and later work out the undertakings and jobs at the same time, the squad believes that they can merely bring forth fruitful consequences if they work as a squad of hardworking, experienced and dynamic individuals who can undertake each undertaking with easiness.

Quality

Crowne place hotels offer figure of valuable services to its clients that are both luxury and comfy for the clients, some of the chief services that the hotel offers to its clients are ( About Crowne Plaza ) :

Visa aid

24 hr concern Centre

24 hr nautilus concern Centre

Limousine services upon petition

Complimentary bird services from and to the airdrome

Free cyberspace and Wi-Fi connexion

The organisation offers assorted other quality services excessively for the clients that includes all sort of luxury services like limousines services upon request, and all sort of basic services excessively similar high velocity cyberspace to the clients and other related services.

ISO enfranchisement

Assorted crowne place hotels in assorted states had achieved ISO enfranchisement for illustration crowne place in Zurich is ISO 9001 and ISO 14001 certified hotel since the mid 90 ‘s, the crown place in Zurich was the really first hotel in Europe to accomplish this effort of being certified as an ISO 14001 criterion based on environmental criterions.

Senior Management Of Crowne Plaza

The several of the critical maps of the senior direction of the Crowne place are carried out in the undermentioned manner:

Monitoring of Success

The top degree direction of the Crowne place takes the public presentation monitoring and the quality control of its merchandise and services as the chief pillars which stands out for supervising the success. The success is monitored in footings of the measuring of both of the client satisfaction towards the services of the hotel every bit good as the attitude of the employees. The perceptual experience of the invitees for the services being offered is first standards of mensurating the success of the hotel. Then, the direction considers the function of the internal environment for transporting out the concern operations. The direction gives a deep value to the addition of the morale of the staff as it greatly impacts the satisfaction degree of the clients. The quality of the services and keeping that quality throughout its concatenation of hotels with the deep focal point on the feedback given by the clients for the betterment of the services plays a really of import function in the monitoring of the success of the hotels under the Crowne place. ( About Crowne Plaza )

Different Sections Of The Hotel

For the easiness of the client along with the well direction of the different characteristics and the amenitiess being provided by the direction of the Crowne Plaza, the services are grouped into the certain subdivisions which are managed by the different set of employees. The direction of the Crowne Plaza ever stick on supplying the best quality services to its clients whether it be for the nice and comfy stay, or for the professional concern meetings, or for the recreational activities while on the stay. The different subdivisions in which the hotel Crowne Plaza may be grouped into are ( About Crowne Plaza ) :

Guest Rooms for the nice and comfy stay,

24 hours concern centre to set up the concern meetings, negotiations, etc,

Fine Dining Topographic points and

Recreational subdivision including swimming pool, golf, etc.

Management Of The Different Sections

The different subdivisions are being looked up by the different directors under whom the assigned staff operates and maps for conveying the best they can supply to their clients. The Crowne place encompasses each and every component of their client ‘s stay in the invitee suites with the best of the modern comfortss with several of the personalized and the warm activities which are delivered with echt attention. The 24 hr concern centre provides the paramount comfort and the success whether the clients are keeping the gross revenues convention, board meeting, or the informal get together. The meeting services are provided with the two hours response warrant, Crowne Meeting Director, and the Daily Meeting Debrief. The all right dining is managed with the best of cordial reception and the epicurean installations with the best quality of the dishes and the amazing gustatory sensation. The swimming pools may be the topographic point for the visitants for the recreational activities and is one of the breathtaking location with the epicurean environment. The hotel Crowne Plaza is besides the portion of the PGA golf circuit and it is managed with a figure of professionals and the visitants are provided with the best of attention and installations so that they may bask the holiday or the vacations with a great diversion. ( About Crowne Plaza )

Employee Involvement Status ( Emirate Palace Hotel )

Employee Satisfaction

Emirate castle hotel see the satisfaction of its employee as one of the chief grounds for their success because it is their employee who provide a truly caring service to their invitees and heighten the degree of cordial reception. One of the chief aims of the emirate castle hotel as stated “ Embed squad work spirit through cognition transportation as to accomplish the organisation ‘s ultimate aims and ends ” reflecting their concerns sing their employees. ( Crowne Plaza Hotel ) To look into often, the employee satisfaction degree emirate castle hotel emphasizes on the undermentioned points:

Opportunities: any hotel ‘s success depends on the satisfaction degree of its guest and its employee. Since the former depends straight on the effectivity of latter the direction makes certain that employee get proper chances to demo their endowment. Apart from this the employers of the hotel are dedicated and skilled. The hotel direction tries its best to convey out the advanced side of its employer and use them to better their criterions and trade name value.

Passion: an employee is satisfied when its work he/she is satisfied with its work and passionate about it. Every person is trained to work in squad and maximise their single part without any issues of cultural diverseness as 97 % of their employees are UAE subjects alternatively emphasize is laid upon change overing it into their strength. The employee satisfaction study conducted gives an penetration into the employer ‘s province of head and life and reflects its effects on the working of the hotel.

Talent sweetening: the degree of committedness of emirate hotel castle to its employee is astonishing. To usher excellence to its employee, the hotel governments have developed an environment where each employee works with a sense of pride and take huge pleasance in their work. To assist its employee reach their possible best direction has decentralized and brought people direction to each particular part which ensures that the preparation of each person is at par with the needed competition degree.

Salary and fringe benefits: to guarantee the satisfaction of its employee the hotel direction provides satisfactory salary and extra fringe benefits to them. Each twelvemonth a study is conducted to find whether its employee are satisfied with their wage and the study has shown positive consequences bespeaking great degree of satisfaction amongst its employee. Apart from basic salary assorted extra price reduction offers are given to the employee and its household. Vacations and relaxation interruptions are provided to its employee from clip to clip. ( Crowne Plaza Hotel )

Employee attempts: each employee works as a spouse in optimising the accomplishments of the hotel by presenting their single best and working in a fantastic co-ordinated mode. The corporate and regional squad work closely together with the aim of their belongingss ‘ single demands and continuously strive to heighten quality and trade name value. The cordial reception of emirate castle hotel is appreciated by cardinal political figures and famous persons apart from common person. ( Crowne Plaza Hotel )

Consequences Of Survey

The employment satisfaction study highlighted the significance of commitment and trueness of an employee of the emirate castle hotel in their success. Most of the employee felt and considered the staff and direction of the hotel as household and more. The study highlighted the hotel in a positive shadiness sing employer-employee relationship, employee satisfaction sing their wage and fringe benefits provided, preparation criterions and working environment. The chief consideration of most of the employees sing spread outing ironss of hotel was small deficit in handiness of skilled and professional workers. This might be due to the fact that the hotel prefers a UAE citizen over any foreign campaigner for employment.

The hotel direction considers feedback given by the employee important for farther development and sweetening.

Customer Satisfaction Status ( Emirate Palace Hotel )

Customer

Most of the clients of the emirate castle hotel belong to luxury and upscale budget category with a figure of famous persons and cardinal political figures of national and international beginning appreciating the cordial reception of the hotel staff and its direction. The list includes-UN national secretary Ban ki-moon appreciating the castle in few words- “ I would wish to thank you and your staff at the Emirates Palace for the warm welcomeA and excellentA service provided to me and my deputation during our recent stayA in Abu Dhabi ” , premier curate of Malaysia, president of France and US secretary of states- Condolizza Rice. Amongst the international famous persons Lionel Ritchie, naomie Watts, Chris cairns and Orlando bloom see it to be the best they have of all time visited

Each client is given an rating signifier and the common invitee ranks it most frequently as one of the best hotels in the concern with overpowering installation, cordial reception, nutrient and beautiful architecture. ( Emirates Palace Abu Dhabi )

Guest Cycle

The guest rhythm at emirate castle hotel comprises of four phases viz. : Pre-arrival, arrival, tenancy and going. Further each phase includes guest services and guest accounting activities. The guest services includes-reservation, enrollment, tenancy services, check-out and history while guest accounting consists of recognition constitution, poster charges, dark auditing and colony of histories.

Pre-arrival: reserve records are maintained both done response every bit good as via cyberspace by supplying on-line enrollment. Using these reserve records the hotel prepares itself for the needed staff and installations. The guest pagination of the hotel is provided at the clip of enrollment and is besides highlighted online on their website demoing all the epicurean installations like-rooms and suits, castle sofa, eating houses and bars, health and leisure, price reduction available on enrollment, practical Tours etc.

Arrival: this is the constitution of concern relationship of invitee with the hotel. Registration is done at the clip of reaching which includes personal and fiscal information. These records are maintained for invitee safety, finding room tenancy, satisfy any personal demand and to heighten cordial reception of client.

Occupancy: this phase deals with doing certain that invitee is basking all the installations by giving installation of protection to their valuables and financess and proper exigency installations like-panels and issues. The effectual working of this stage ensures guest repeat in future. Furthermore a proper feedback system has been provided which gets implemented in this stage sing guest ailments and excess demands. The records of excess menus like- station room rates, F & A ; B charges, extra disbursals, and revenue enhancements are maintained by the hotel staff for proper accounting of invitee till their going.

Departure: at this phase usual check-out procedure processs are followed and guest are given feedback signifiers while some particular invitee are requested to state few words of grasp sing the cordial reception of the hotel. ( Emirates Palace Abu Dhabi )

Appraisal

By bespeaking invitee on about regular footing for possible feedbacks and suggestion emirate castle hotel is able to measure its cordial reception and architectural quality with regard to other international celebrated hotels. These appraisals consequences in jury-rigged criterion of the castle and helps the hotel direction governments to heighten their quality. A client rating study is besides conducted to cognize what else guest expect from an international standard hotel. These rating feedbacks consist of inquiry runing from the clip of pre-arrival period till the going period.

Feedbacks

The feedback are distributed on about regular footing and collected on regular footing. During the going period the invitee are given an rating signifier bespeaking for any suggestions, remarks or any ailment. These feedbacks are so evaluated any the direction governments seeking for any ailment followed by suggestion and so remarks. The ailments are fixed every bit early as possible and suggestions are given proper considerations while the remarks are highlighted on the web site or message board for publicity. Online feedbacks are besides available to help the clients.

Customer Needs And Requirements

Manipulating the feedbacks and proper information use obtained from information system of the hotel works together to find any excess demands or any new demand of a invitee. Recent suggestions implemented is -green inaugural taking planetary warming into consideration ensuing in particular seminars being held to distribute awareness amongst it guest for which the hotel was awarded Earth hr certification in April, 2011.

The information system of emirate castle hotel is an active constituent of the hotel which helps in maintaining update sing new developments and demand of client around the universe in this concern. ( Emirates Palace Abu Dhabi )

Supplier Relationships Status

Choosing and Rating

The Emirates Palace hotel provides a figure of services to its clients for which different supplies are needed which incurred from the figure of providers for the different intents. These supplies may include the infrastructural demands needed for the guest suites like the beds, couchs, bathroom equipments, tabular arraies, chairs, mongrel dozenss, sheets, etc. The concern meeting suites requires the constituents like the projectors, screens, treatment tabular arraies, comfy seating, etc. The dining needs the kitchenware which includes the bowl, sinks, whimper and Champaign pails, cocktail Shakerss, saloon sinks, cups, spoons, etc. ( Particular offers )

All these demands are provided by the best of the reputed providers which may be located inside or outside the state. The providers are selected on the footing of the trust, the quality of the merchandises they offer, and the long term relationship with them. Besides the providers needed for the infrastructural support and the services, the providers for the nutrients and the drinks are besides highly of import for the hotels which take the client satisfaction as its top most precedence.

Quality Challenges

For these providers, the direction of the hotel takes a great attention for the specific quality challenges for the nutrient safety country. The qualities of the supplied natural stuffs are checked through a figure of cheques for the different parametric quantities and the criterions that the Emirate Palace hotel has set up for the quality of the services it delivers to its clients.

Driving and Restraining Forces

There are several Numberss of the drive and the restraining forces that the hotel Emirate Palace considers before choosing any provider. These may include the repute of the provider, its corporate societal duty, several legal facets, and the clip promptness of the bringing of the resources. The treatments over the criterions of the services being provided by the different providers are done clip to clip and it is ensured that the hotel is acquiring the best of the supplies which can convey its clients the best of the quality and the services and it is ever considered that the quality and the repute of any hotel wholly depends on the quality of the services it is supplying to its clients in which the function of the provider plays the biggest function.

Flow Chart

The selected concern procedure related to the hotel industry for which the flow chart is shown below:

Get down the procedure

Ask about the demands of the client

Check for the handiness of the demand from the database

If handiness is at that place

No

Ask for the assorted inside informations of the client which are required. Yes

Stop the procedure

Make the entry in the database

Survey To Setting Up An External Restaurant In Khalidiya

Khalidiya promenade is one of the most outstanding promenades in the UAE and is located in the bosom of the metropolis Al khalidiyah.

There are many factors that should be study in item while analysing the feasibleness of puting up an external eating house in khalidiya.

The eating house market in the UAE is based on three major classs i.e. the fast nutrient dining construct, the all right dining construct and the insouciant dining construct. All these catogries of dining differs in footings of other as they are comparatively different footings, fast nutrient construct is the construct in which peoples buy the nutrient that is ready to eat at low monetary values, the chief advantage of these sort of nutrient is that it is inexpensive tasty and hence is widely used these yearss, these types of eating houses are aimed at all the subdivisions of the society as the fast nutrients are widely loved among peoples these yearss. ( Khalidiya Mall- Home )

Second the insouciant dining construct that involves the nutrient to be consumed at a comparatively lower monetary value so what we spend in the traditional dining attack, in the insouciant dining method the eating houses use to sell merely the nutrients that are really much celebrated among the local peoples and which are really much lovable in that peculiar part for illustration peoples of the UAE are preferring poulet merchandises really much these yearss but non all the dishes merely some dishes which are widely loved among the peoples.

The 3rd sort of eating house concern is the all right dining construct i.e. the traditional dining construct that involves the high priced luxury nutrient services, these types of nutrient services are considered really expensive as non many people ‘s can afford such a high pricing of nutrient and services, these type of services are aimed at a peculiar subdivision of the society known as the really rich peoples and all the renowned and successful hotels in this universe that we heard of are chiefly engaged in this type of dining services.

The eating house concern in the UAE and particularly the fast nutrient market is booming at a really high gait and is expected to go on its growing over the twelvemonth following the high gait in the economic system of the UAE.

The UAE fast nutrient market is presently deserving at USD $ 117 million with most of the gross revenues coming from the eating houses that are based in the promenades and other shopping composites. There are around 317 fast nutrient mercantile establishments in the UAE.

The overall population of the UAE is 2,407,460 in which around 1,576,472 peoples are from outside the UAE as of the information of a study conducted on July 2001, UAE is located in between the Middle East, UAE is connected to gulf of Oman, Persian Gulf, and it is located in between the Oman and Saudi Arabia. Entire geographical country of the UAE is 83,600 square kilometer, the bulk of peoples in the UAE is comprises of Muslims, Hindu, and Christian represents around 96 % of the entire population and rest 4 % are of other faiths, major linguistic communications spoken there are Arabic, Hindu, Urdu, and Persian. The Khalidiya Mall is highly nice site and the haste in the promenade is ever really high. The topographic point attracts a figure of people from the whole metropolis and this makes it rather executable for the gap up of an external eating house which can function the fooding and the other demands of the people sing the promenade. Following is the study which was done analyze the different facets related to the constitution of a new eating house.

Survey Analysis

The study was conducted at the site to find the assorted perceptual experiences about the gap of an external eating house to find the feasibleness of an external eating house in the country. The inquiries were taken to analyse the assorted perceptual experiences and the psychological science of the visitants of the promenade. The sample size taken was of 50 and the sampling scheme used was the graded random sampling.

Consequences:

Question 1:

How much do you hold with the fact that an external eating house is needed in the Khalidiya promenade?

Strongly differ

Agree

Impersonal

Agree

Strongly Agree

Question 2:

Rate on the graduated table of one to five, about how much the quality of services is of import to the quality of nutrient for the pick of the eating house in which you like to hold the repast?

One

Two

Three

Four

Five

Question 3:

Rate on the graduated table of one to five, approximately for how much the strategic location of the eating house is of import for the choice of the eating house?

One

Two

Three

Four

Five

Question 4:

How much do you hold with the fact that the repute of the eating house is more of import to the quality of the nutrient and services in doing the pick of the eating house?

One

Two

Three

Four

Five

Question 5:

Rate on the graduated table of one to five, about how much you find the feeding in the eating houses preferred to any other topographic point when eating outside your places?

Question 6:

Rate on the graduated table of one to five about how much do you hold with the civilization of fast nutrients over the regular dining?

One

Two

Three

Four

Five

Question 7:

Rate on the graduated table of one to five, about how much the nutrient at the eating houses or the hotels as a portion of the day-to-day modus operandi is good?

One

Two

Three

Four

Five

The consequences of the site studies clearly indicate the involvement of the common population in the gap up of the new eating house at the Khalidiya Mall. They like the fast nutrients every bit good as they find the feeding at the eating houses preferred to many of the other topographic points. The population besides expects the quality of services every bit good as that of the nutrient and the dishes. As per the site study analysis, the feasibleness of a new external eating house is rather healthy.

Decision

Both of the hotel groups of Crowne Plaza Hotels and the Emirates Palace Hotels are the innovator illustrations of how the direction of the different constituents related to a hotel has to be managed in order to maximise the client satisfaction and net incomes. The Emirate Palace hotel has shown adequate success in accomplishing the client ‘s assurance by the quality of the services it offers. The hotels besides take the employee ‘s satisfaction as an of import factor to make the concern. The senior direction of the Crowne Plaza monitors its success on the footing of the assessment that it achieve from the side of the clients along with the criterion maintained by the hotel in supplying its high quality services. The Emirate Palace Hotels considers the importance of the employees as the existent people who provides the truly lovingness services and the cordial reception of its invitees. The client ‘s demand and the demands are taken with deep attention at all costs in both the hotels. Suppliers are besides really carefully chosen so as to maximise the quality of the services it is supplying to the clients.

The range of the eating houses, hotels, etc is healthy plenty in the state due to the several of grounds like the turning population, increasing life style and the altering fooding and the eating wonts of the people. The eating houses are besides a large attractive force for the people who love to hold the fast nutrients every bit good as the regular diet with some extraordinary gustatory sensation.