return on equity stood at 22% in the year 1987‚ the sales and earnings per share has doubled over the previous year as stated in the case study. The company operates in three divisions: lodging‚ contract services and restaurants which represents 41%‚ 46% and 13% of sales in 1987 respectively. Marriott is determined to develop and to enhance its position in each division and remain a premier growth company as stated in the annual report (1987). This key objective implies to become the most profitable
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Customer Service in Travel and Tourism Hilton Hotels Case Study [pic] The ‘Understanding Travel and Tourism’ case study provides useful background information about Hilton Hotels. The first three sections of this case study are based on two presentations on the theme of ‘Reach Beyond’ given to employees of Hilton Hotels UK and Ireland as part of a major staff training programme. Benefits of Good Customer Service Guests tend
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Marriott Rooms Forecasting Executive Summary In the case of the Hamilton hotel‚ Snow needs to make a decision as to if 60 additional rooms reservations should be accepted which could lead to overbooking (Weatherford & Bodily‚1990). It is a problem of capacity utilization that is being faced in this particular case where revenue maximization is aimed while minimizing customer dissatisfaction. In this report the case is put forward and various methods have been chosen to come to a sensible conclusion
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Report On Possible Improvements To Customer Service 1. Why it is important to improve what is offered It is important to improve what is offered in a business as it will keep current customers satisfied and maintain existing customers. It is also important to remain competitive in the current climate and not to lose customers to competitors. Through improving what is offered the business will expand and gain new customers through good reputation‚ and good reputation should reduce the number of
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Customer Services Report I am working as Assistant Head of the Customer Service Department. The profits last year made a decrease which resulted in increase for competitors in the Travel and Tourism Industry. First Impressions My first impressions on Alton Towers were that the company image that currently stands is very good‚ the logo is bright and it also shows that the company is the wonderland that people want to visit‚ the premises which holds Alton Towers is immaculate. When you first walk
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A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation‚ in times past‚ consisting only of a room with a bed‚ a cupboard‚ a small table and a washstand has largely been replaced by rooms with modern facilities‚ including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone‚ an alarm clock‚ a television‚ a safe‚ a mini-barwith snack foods and drinks‚ and facilities for
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SERVICE MODEL GAP QUESTIONNARIE 1. Name……………………………………….. 2. Age a. Below 20 b.20 to 30 c.31 to 4o d.41 to 50 e.51 and above 3. Gender b. Male b. female 4. Marital status c. Married b. Unmarried 5. Occupation d. Business b. government job c. private jop d.non income group e. others 6. Nationality a. India b. England c. America d. French e. others 7. Income level (monthly) a. below Rs.20.000 b. Rs.21‚000 to Rs 30
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CUSTOMER PROFILE OF METU STUDENTS ON SHAMPOO CONSUMPTION The word “shampoo” comes from the Hindu word champo which means “head massage”. In United Kingdom‚ there were special places to get head massage like Turkish baths where even the kings facilitate from. In the 1860s‚ the meaning of the word shifted from the sense of massage to applying soap to the hair. Then later‚ English hairstylers found new way of using soap on the hair‚ boiled down it and added herb in it. By the way‚ today’s shampoo
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Marriott adheres by the laws in place to protect the employee‚ the employer‚ and the organization. As a result of legal decisions and administered laws‚ Marriott follows the employment guidelines established to produce better employee-employer relationships. The concept of equal employment opportunity has come a long way since the 1960s. Current and future business professionals continue the efforts in the workforce. An organization such as the Marriott‚ respect the Civil Rights Act which first
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I. Problem Dan Cohrs‚ the vice president of project finance at Marriott Corporation‚ is preparing his annual recommendations for the hurdle rates for each of Marriott’s three divisions: lodging‚ contract services‚ and restaurants. However‚ this is a complicated process because finding beta‚ cost of debt‚ and cost of equity in order to find weighted average cost of capital‚ or WACC‚ must be calculated using proxy firms and divisional data. The firm’s use of WACC is directed towards
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