TB00417 The Southwest Spirit Customer service far beyond the norm in the airline industry was not unexpected at Southwest and hadits own name—Positively Outrageous Service. Some examples of this service included: a gate agentvolunteering to watch a dog (a Chihuahua) for two weeks when an Acapulco-bound passenger showedup at the last minute without the required dog crate; an Austin passenger who missed a connection toHouston‚ where he was to have a kidney transplant operation‚ was flown there by a
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1) Executive Summary Marriott needs to calculate hurdle rates which will be used in its investment project selection. The company chooses to use cost of capital as its hurdle rate. Since the company has three business divisions and the cost of capital in each division varies and differs from that of Marriott as a whole‚ each division needs to have its own hurdle rate. The reason behind this practice is the company’s strategy which focuses on growth. Using a single hurdle rate for the whole company
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Importance of customer/client care It shows a great deal of professionalism when a company takes good care of its customers‚ both internally and externally. Professional employees will most likely deal with clients in a professional manner‚ with the right communication‚ with respect and a genuine attitude. A good customer service will help the company: To keep loyal clients – develop trust To gain new clients To develop a good referral To develop within its employees a sense of proudness and
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Issue In this assignment‚ we are asked to compute the WACC of Marriott Corporation and each of the company’s three divisions. Our approach is outlined in the next section. We made a series of assumptions regarding either the available data or the missing information. This has been explained below‚ in a separate section. Approach We applied the following formulae to calculate the WACC: Our assumptions are explained in the next section. The table below presents the approach for calculations
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Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright © The Government of the Hong Kong Special Administrative Region All rights reserved. The copyright
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in a service industry. This study aims to use Hilton Hotels as the focus of this paper. The main purpose of this study is to examine how Hilton Hotels builds a relationship with its customers‚ how it improves the added value to retain customers and what should be improved under the context of value chain to improve the better services in order to effectively deliver customer satisfaction and exceed their expectation. The paper will start from providing brief information about Hilton Hotels and then
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and organization. Also known as business operations marrriotts mission STATEMENT: and aims and objectives S.M.A.R.T Marriott’s vision is to be the world’s leader in hospitality services and it achieves that through its spirit to serve culture. The Marriot has a corporate mission which entails being the world leader in hospitality services. This is translated into all departments which have their very own SMART objectives to help achieve this. * These are set monthly. They also have quarterly and annual
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From: CustomerCare@weprint.com Date: Wednesday‚ November 3‚ 2005‚ 8:48 AM To: rpleskunas@gorgetracker.com Subject: Your Electronic Business Card Is Ready Dear Richard: In response to your order dated November 2‚ 2005‚ I am pleased to inform you that we have now configured your electronic business card and you can link to our website to download it to your computer system at your convenience. Your electronic business card is ready for you to install! [Don’t bury main idea] Please follow
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Marriott Corporation Case Study 1) The Marriott Corporation implemented for key elements into their financial strategy: manage rather than own hotel assets invest in projects that increase shareholder value‚ optimize the use of debt in the capital structure‚ and repurchase undervalued shares 2) Marriott uses WACC to measure the opportunity costs of capital of investments with similar risks. Each division of Marriott has a different cost of capital‚ based on debt capacity‚ debt cost‚ and equity
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Slide 1 Welcome to your second customer service lecture. This week we’ll discuss listening‚ an often simplified concept. Many people think listening is easy—as long as you hear something you’re listening to it‚ but in truth‚ listening effectively is a demanding task. To listen effectively‚ you must apply skill and determination. Luckily‚ as with any skill‚ effective listening can be learned. We’ll begin this lecture by going over the difference between hearing and truly listening. Slide
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