Evaluating the Role of Guest Operations in Enhancing Guest Experience: A Study of Hotels in Ramnagar, Uttarakhand

Abstract

Recent observations indicate that the budget segment and resort hotels in India are adopting Property Management Systems (PMS) alongside a clearly defined departmental structure. This trend is also evident in the hotels located in Ramnagar, Uttarakhand. The objective of PMS and the streamlining of hierarchies were to enhance guest satisfaction; however, hotels continue to receive complaints regarding inefficiencies in service delivery that adversely affect Guest satisfaction. This paper aims to examine the impact of integrating Property Management Software (PMS) into hotel operations, emphasising the role of cross-functional service teams in enhancing operational efficiency and ensuring consistent service quality. The study will employ a mixed-method research design, integrating primary data gathered through a survey with statistical analysis to identify recurring service bottlenecks and assess the effectiveness of centralised guest operations. The findings indicate that fragmented digital systems and isolated workflows significantly contribute to service delays, while cohesive Guest Operations frameworks improve coordination, responsiveness, and accountability. The study offers valuable insights for hospitality managers aiming to optimise service delivery and improve guest experiences in high-demand tourism destinations.

Keywords: Budget Segment, Resort Hotels, Property Management System, Guest Satisfaction, Integrating, Operational Efficiency

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