Service Audit Report - Hilton Hotel

Product Elements

Hilton Saint John's service product consists of two components, the core product and supplementary services. Hilton Saint John's core product is overnight rental of a bedroom with 197 rooms. Surrounding the core products is a variety of supplementary services that the range from reservations to meals and in-room service elements. Hilton Saint John is providing the deluxe amenities for leisure travelers and special amenities for business. For example, an executive room for leisure travelers are a 390 square feet room with city or harbour views and complimentary breakfast. The large desk and ergonomic chair provide a comfortable work place. The complimentary wireless internet is free. The rooms also have the 27-inch TVs and marble bathrooms. In addition, guests can choose king bed, double bed, queen bed as their favourite (Executive Rooms, 2011). For the business guests, the Hilton Saint John is the only 4-1/2 star hotel overlooking the historic harbour front and connected to the Saint John Trade and Convention Centre. Here are over 27,000 square feet of function space in 16 meeting rooms with full services. The largest meeting room is 17,286 square feet. Banquet space can accommodate 1450 people. (Hotel Groups $ Meetings, 2011).

There are many amenities in the Hilton Saint John, such as laundry, onsite dining, golf, tennis, onsite swimming pool, and fitness center. Hilton hotel is pet friendly. It invites guests to bring their pets with them, and also has drive-up units for the pets' convenience. In the area of room facilities, Hilton offers high speed internet access, hair dryer, coffee maker, and cable TV. It also provides wheelchair accessibility. Hilton also offers cleaning and maid service (Key to Amenities, 2011).

Place and time

Hilton Hotels stands as the stylish, forward thinking market leader of hotel industry. Today, Hilton Hotels became a global force with more than 540 hotels and resorts in 78 countries across six continents (About Hilton Hotels, 2011).

Here are three kinds of reservations that Hilton Hotels provides. First one is online reservation. Guests can log in its official website to book the rooms. In the same way, guests can use other online agencies to reserve Hilton Hotel's rooms, for example, expedia.com. Hilton Hotel launched the Reservations Agent Live software on its website. Network of 9 reservation centers providing 24 hours multi-language for customers. In this way, customers can easy use microphone to book their travel schedule. However, customers may need to pay the local charge, international charge, or national charge in some situations. Second, customers can just use phone call to make reservation. Third, guests can stop at the front desk to make their reservation (Holton Reservations and Customer Care, 2011).

Additionally, the check-in time for Hilton Saint John is 3:00 PM. The check-out time is 12:00 PM.

Price and Other User Outlays

Hilton recognized 4 price segment which are luxury segment, upscale segment, mid-market segment with food and beverage, and mid-market