An Analysis on Guest Relationship Management Process

Abstract

The hospitality industry is one of the large industry all over the world. Hotel consider one of the most fundamental sectors among all of them. In the current economic era, In order to attain development in the commercial and industrial, there must be a sound tourism and hospitality steam to support not only the economy but also the society. This report focuses on the objective of the report, methodology and scope of the guest relationship management process for an organization. After me going the main part of the report on “An Analysis on Guest Relationship Management Process: A Study on Hotel Sarina, Dhaka” This hotel deal with guest accommodation, food & beverage service, transportation service, health club facilities for guest relaxation, spa facilities for the guest. This Hotel is playing an important role to ensure best guest service. Apart from this hotel employee are always try to get review from guest. Those reviews have observed by General Manager. Along with all the guest feedback Hotel Sarina now top five rank in Dhaka city according to trip advisor. They have very good contribution for online market. On top of this, I gave my contribution to the organization to play role as Reservation Team Leader, what I am learnt and literature view under real life experience. The final chapters are about challenges to runout the regular operation, recommendations and conclusions that are drawn by analysis of whole study.