Delivery of superior guest (customer) experience Drive growth up, enhance gross margins and profitabilityImprove experience of management and invest…
In today’s market whether it is shopping for a vacation spot or purchasing tangible goods the consumer is one thing that never changes. Research tends to support brand equity and brand loyalty. In choosing a vacation, spot customer not only wants the facility to meet their needs they want it to exceed their expectations, none the less for the best price. Branding within the hotel industry is no different. Consumers look for key risks, perceived benefits and costs when making their purchases. Through all the ways, that tourist can book hotels and read prior reviews on where they are, going to stay the decision is, usually, made before the trip. With the case of Peaceful Rest Motor Lodge, there are significant obstacles that the owner overlooked when jumping into becoming a hotel owner and now faces the decision of choosing a franchise. Addressing some of the critical issues the company is suffering from will help to determine the necessary action and best decision of a franchise company.…
Ans. To Canyon Ranch, customer information is must in order to implement their business model successfully. The value that it gives to the business is that it understands customer’s unique wants and give alternatives that will allow each guest to rach their individual goals. This is essential for Canyon Ranch to reach its mission to “inspire people to make healthy living, turning hopes and live into the highest enjoyment of life”. By gathering and sharing guests’ information, Canyon Ranch can assimilate it to “know and understand their customers, provides loyalty, and cross-sell its offerings” all of which are highly critical to the success of Canyon Ranch. The VP of Marketing was quoted saying “everyone experiences a different Canyon Ranch; we’ll meet you where you are”. If the company doesn’t know ‘where that is’, they will never be able to live up to this motto. Their customers are looking for a Luxury-like experience, not a ‘Marriott’ experience. They want unique, custom opportunities and to miss the details related to each customer could cost Canyon Ranch their reasonable edge. Canyon Ranch has been regarded as the “gold standard in the industry. To uphold this standard, they must know their client better than they see themselves. This is only likely to gather and adapt quality customer information.…
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?…
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.…
The retail industry involves the guest to provide quality during the planning process. They have to think about the when, what, who and how. When do you to start your delivery system as the guest arrives and while the quest is waiting, during the experience and after the experience. What does the customer expect out of the experience, when it is realized and how much of it will they remember. Who are the customers you target, the actual customers you do encounter and the past, current and potential future customers. A satisfied customer stays with a company longer, spends more and may deepen the relationship. For example a happy credit card customer may enlist the company’s financial services and later take travel insurance. This is an easier than direct marketing campaigns, television advertisements and other sophisticated and expensive approaches to attract customers.…
“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 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.…
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).…
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.…
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.…
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.…
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.…