Radisson Hotel
Operations Management
Analysis of Radisson Hotels
Final Project
Linda Herman
MT435-02AU
Professor Stuart Childers
I
Introduction Radisson Hotels were founded in 1938 by Curtis L. Carlson, Carlson Companies Inc. (Schroeder, 2008, p 454). Radisson Hotels are world wide and are committed to the customer, employee, and community. Radisson strives to provide warm and engaging hospitality at every point of customer contact. They are dedicated to responsible business initiatives that focus on ethics, culture, community and the environment (2009). In the beginning years Radisson held with the strategy to grow at any cost. In 1997 and 1998 Brian Stage, Radisson’s president, and Maureen O’Hanlon, Radisson’s executive vice president, took several initiatives to direct and drive Radisson towards becoming a more customer-focused brand. They made these initiatives based on the realization that Radisson was left with a tremendous diversity of hotel quality and an unfocused brand image due to their strategy. They decided to focus the goals of the organization away from growth at any cost and towards the most trusted and respected brand worldwide (Schroeder, 2008, p 454). In an effort to do so, Radisson developed five strategies. These strategies are focus on the customer, provide individualized marketing and services, develop hotels in key locations, leverage the Carlson Companies Advantage, and strengthen global brand presence. With these goals in mind they developed “The 100% Guest Satisfaction Guarantee Program” (Schroeder, 2008, p 455).
How should Radisson define and implement their service guarantee?
In order to become a customer driven learning organization Radisson should create a meaningful vision that communicates to employees and customers their focus on customers in three ways. Radisson should focus on employee training and development in order to further increase customer service quality and consistency. Radisson should focus on the
Analysis of Radisson Hotels
Final Project
Linda Herman
MT435-02AU
Professor Stuart Childers
I
Introduction Radisson Hotels were founded in 1938 by Curtis L. Carlson, Carlson Companies Inc. (Schroeder, 2008, p 454). Radisson Hotels are world wide and are committed to the customer, employee, and community. Radisson strives to provide warm and engaging hospitality at every point of customer contact. They are dedicated to responsible business initiatives that focus on ethics, culture, community and the environment (2009). In the beginning years Radisson held with the strategy to grow at any cost. In 1997 and 1998 Brian Stage, Radisson’s president, and Maureen O’Hanlon, Radisson’s executive vice president, took several initiatives to direct and drive Radisson towards becoming a more customer-focused brand. They made these initiatives based on the realization that Radisson was left with a tremendous diversity of hotel quality and an unfocused brand image due to their strategy. They decided to focus the goals of the organization away from growth at any cost and towards the most trusted and respected brand worldwide (Schroeder, 2008, p 454). In an effort to do so, Radisson developed five strategies. These strategies are focus on the customer, provide individualized marketing and services, develop hotels in key locations, leverage the Carlson Companies Advantage, and strengthen global brand presence. With these goals in mind they developed “The 100% Guest Satisfaction Guarantee Program” (Schroeder, 2008, p 455).
How should Radisson define and implement their service guarantee?
In order to become a customer driven learning organization Radisson should create a meaningful vision that communicates to employees and customers their focus on customers in three ways. Radisson should focus on employee training and development in order to further increase customer service quality and consistency. Radisson should focus on the