Delivery of superior guest (customer) experience Drive growth up, enhance gross margins and profitabilityImprove experience of management and invest…
Founded in 1983, Be Our Guest is a firm dedicated to assisting catering companies in their equipment needs. Catering to a higher echelon of the catering business community, it offered very elegant inventory that could be used at many top notch hotels. Furthermore, some of the industry success factors that Be Our Guest prides itself upon are maintaining positive relationships, high quality service, and high customer satisfaction. Traditionally, it is that that keeping a customer is much cheaper than getting a new one. Be Our Guest adhered to this idea and built its business model on a customer first mentality: one that proved to be successful. As a matter of fact, in terms of revenue, the company managed to triple it revenue to 3,000,000 in approximately 7 years. Despite this growth in revenue, the company’s net earnings have been declining as result of increasing general and administrative expenses.…
JdV had combined two of their properties, Best Western Hotel Britton and Best Western Flamingo. When it opened in November 2008 with 117 rooms, it opened as Good Hotel. Good Hotel is known as “hotel with a conscience”. It has a positive approach, eco-friendly hotel, and it known its recycled materials. This hotel believes in doing good things for the environment. JdV decided in April 15, 2010 that Good Hotel and two other properties would be sold to another ownership company, and they would end the management with JdV if no problems arose with the sale at the end of May. Pam Janusz is the general manager to the Good Hotel. She will be helping with the transition from one ownership to another, by evaluate Good Hotel performance along with helping staff to adjust.…
Canyon Ranch’s each business unit is intent on improving the level of customer service and personalization. Berkshire is at the forefront of this trend. Some tough questions face the management like should Canyon Ranch develop customer relationship management strategy to maintain the position as a preeminent destination spa. What should Canyon Ranch do with vast amount of data collected during customer experience?…
Best Western has the potential to benefit exponentially if they were to implement effective listening tactics. After examining how Best Western communicates with their customers I have developed some goals and tactics that could increase the effectiveness of their listening.…
“The relationship with the customers is of paramount importance because it is a source of innovation and differentiation” (service management, operations strategy, Information Technology, Fitzsimmons. J, 7th edition ). The franchisor of Sunset Grill shows…
Marriott International is one of the most well-known and respected hotel chains in the world. They have maintained an incredibly high reputation in the industry for decades while also being the most profitable. They are currently ranked #217 on Fortune 500 with 12.317 billion in revenue, highest in the hotel industry by three billion. Marriott wasn’t always the giant it is today. Their phenomenal achievements are a result of a well thought out vision, purpose, strategy, and core values. These features created an outstanding backbone for a great company using tactics discussed in Built to Last by Jim Collins. These ideas implemented years ago are holding true, keeping Marriott International two steps ahead of their competitors in all aspects of business.…
Marriott Hotels, Resorts, and Suites are known world wide for their superior hospitality company. They were founded in 1927 by J. Willard and Alice S. Marriott and currently operate around 3,000 lodging properties in the United States as well as 67 in other countries (Malhotra, 2010, p. 517). Marriott is a name that is known by most people and continues to grow and improve its services throughout time. The hospitality industry has a tough job at times because they are responsible for making people feel as if they never left home. Whether this is by providing something as simple as a bed and a shower or by having extremely luxurious rooms with lavish pools, gyms, and excellent service. Either way, Marriott has to provide a room and services that make people want to stay at their location when they are away from home and come back each and every time. This job is difficult, but to their advantage, they are able to use marketing research as a means to get quality information on problems or issues that are of importance.…
The research conducted has shown that the Hyatt’s Philosophy, called the art and science of customer service, consists of three overall components (smile, make an offer, and share a moment) can help a business survive. The clients we assist will be starting or need help in a business setting. We use videos, skits, and role playing, providing hands-on practice of Hyatt’s Philosophy. The research will also illustrate how components, such as the Purposeful Service Program, can lead to success, despite company size.…
Company History: Four Seasons Hotel, Inc is a Canadian-based international luxury, five-star hotel Management Company. It is one of the world’s most admired and successful luxury hotel chains, and has been named by Fortune consecutively for 16 years as one of “100 Best Companies to Work For” since 1998. The company was also awarded the “Best Business Hotel Chain Worldwide” by Business Traveller. Four Seasons Hotel was founded in the 1961 in Canada by Isadore Sharp, and the hotel (a motel at that time) in Toronto was an oasis for business travellers. It became an upscale luxury hotel when they expanded in London in 1970s. It was also then that Four Seasons would make the four strategic decisions that formed the pillars of its business platforms: exceptional quality, luxury services, explicit culture, and renowned branding. In the 1980s, Four Seasons expand in the United States and moved from owner-operator to hotel managers. In the 1990s, Four Seasons has acquired a strong branding and also begin to build its portfolio of resorts. It also begins to expand in Asia (e.g. first Four Season Hotel in Asia was opened in Tokyo in 1992) and Europe. From 2000 onwards, Four Seasons continued to achieve global growth in both size and recognition. In 2002, Four Seasons Hotel Shanghai marked the company’s entry into the growing Chinese market. In May 2008, Four Seasons marked its entry into the Indian market with a contempory hotel in Mumbai’s Worli district.…
Marriott International is a leading lodging company that has grown drastically within the last century. Currently the company maintains “…more than 3,700 properties in 74 countries and territories worldwide” (Liberty Group, 2013, para. 4). The company remains “…grounded in a set of core values: put people first, pursue excellence, embrace change, act with integrity, and serve our world” (Marriott, 2013, para. 1).…
An outstanding single event that happened in history during the ancient period was the development of the alphabet in Egypt around 2800 BC. This was in the form of hieroglyphics, which was the writing system devised by the Egyptians in order to improve their communication processes. The symbols developed by the hieroglyphics represented important messages and information that helped to clearly improve the way of living of the Egyptian people.…
The company’s main goal is to create and maintain a sense of loyalty with all the customers.…
The Westin Hotels & Resorts is a 5-star hotel that is first founded in the United States by Severt W. Thutston. In 2011, they have been operating approximately 160 hotels in 37 countries including one of their hotels in Kuala Lumpur, Malaysia. Opening in 2003, The Westin Kuala Lumpur is located right in Bukit Bintang, which is the heart of Kuala Lumpur. This hotel has 443 guest rooms and suites with splendid views whereby guests can enjoy a residential comfort. Efficient work spaces, 24-hour in-room dining, and efficient work spaces would complete the stay in The Westin.…
When there were only a few hotels, the Managing Director of the Welcome Group used to personally visit them with a view to ensuring that they provided high quality food and service to their patrons. But now he finds that with so many hotels it is extremely difficult to personally visit each and every hotel. At the same time, he needs some mechanism to ensure that hotels of the chain continue to provide high quality service.…