CASE STUDY: The SNOW Mountain Hotel SNOW Mountain Resort: The Pride of SNOW Village SNOW Village is located in the Coast Mountains of British Columbia‚ 75 miles from Vancouver. While forty years ago SNOW Village was virtually unknown‚ it is now a worldwide attraction drawing in more than 4 million visitors annually. SNOW Village owes this success to the major development of its ski resort‚ the SNOW Mountain Resort – which was transformed from a low capacity ski destination with minimal amenities
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METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL MIROSLAV DRLJAČA‚ MSc‚ Researcher Zagreb Airport‚ Ltd.‚ Zagreb‚ Croatia METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL UDC 65.012.4:640.4 Preliminary communication Requests of interested parties‚ amongst which the customer has the central position‚ are starting points of quality management system that complies with requirements of ISO 9000ff international norms. Regardless of the fact whether we want to arrange hotel management
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reference to five star hotels in India” has studied on the aspects of Customer Relationship Management practices followed in India; Studying the effect of CRM practices on the service quality as perceived by the customers of the hotels in the study; Determining the word-of-mouth advertising and referrals gain by the hotels as outcome of CRM and Analysis of impact of CRM practices on satisfaction‚ retention‚ grievances‚ perception of brand image and loyalty of existing customers. The study has employed descriptive
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The Case: Quality at the Ritz-Carlton Hotel Company By: Romulo N. Ulibas‚ Romulo.ulibas@yahoo.com.ph Ritz Carlton. The name alone evokes images of luxury and quality. As the first hotel company to win the Malcolm Baldrige National Quality Award‚ the Ritz treats quality as if it is the heartbeat of the company. This means a daily commitment to meeting customer expectations and making sure that each hotel is free of any deficiency. In the hotel industry‚ quality can be hard to quantify. Guests
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and more competitive. As it is becoming more spirited‚ various problems are emerging as well. Serena Hotel is a famous hoteling Chain‚ having 36 luxury resorts‚ lodges and hotels‚ operating in Asian & African countries.Recently it has been noted that there is a plunge in the level of customer satisfaction at the Quetta Serena Hotel. The aim of this research is to evaluate if the Quetta Serena hotel is aware of the importance of its front line employees in service delivery and what is being done to
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Golden Arch Hotels‚ as they are known (there are two)‚ are a high stakes experiment in brand leverage. After lobbying by Urs Hammer‚ Head of McDonalds in Switzerland‚ McDonalds has made the brave move to exploit their core competence (no‚ not making hamburgers - delivering absolute product consistency) to develop a holistically branded hospitality offer. Sitting incongruously in a lush green field‚ just minutes from Zurich’s busy international airport‚ the prototype Golden Arch Hotel offers business
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The Squire Hotel Group Question one ’ Evaluate the performance measures in place at the Squire Hotel. The Squire’s group hotel is doing well performance wise although it does have a few problems. The rooms division is performing well due to the hotel being constantly kept at a high occupancy level. However‚ the food and beverage section of the hotel group isn’t doing so well. This is clearly indicated by the Restaurant Manager‚ Elizabeth Dicken‚ who says that she is forced by upper management
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1. Rick Everist welcomed Jeff Howe‚ the new owner of the Lodge and Cabana. 2. Minutes from the March 11‚ 2015 Annual Meeting were reviewed. On a motion made by Mark McCulloch and seconded by Ted Odle‚ the Minutes were approved as written. 3. The 2016 Budget‚ Balance Sheet and P&L Statement were discussed: a. Income: $50‚000 b. Expenses: $32‚000 c. Cash Balance: $26‚000 d. Receivables: Meriwether has a fair amount of receivables. It will be up to the Board of officially write off unrecoverable
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Choices A company’s strategy can be identified by figuring out what business approaches and actions the company undertakes. Thompson et al. (2009) outline the key elements to look for in the process of understanding a company’s strategy. Four Seasons’ differentiation based focused strategy is evident from the organisation’s strategic actions. Sharp’s decision to build on high-end luxury and modern amenities so as to outdo the old grand hotels (p.3‚ para.3) is an example of efforts to pursue new opportunities
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Carlo V. Austria I. Overview * The case is about the Accra Beach Hotel on the Caribbean island of Barbados. West Indien Cricket Servies‚ an important international sporting event‚ sent a request to the hotel manager of the Accra Beach Hotel that concerns hosting WICS accomodation for a special rate. This rate involves a discount for 50 of the 141 rooms of the hotel. It is now then the call of the sales manager whether to accept the inquiry or not. But before the manager could decide on the
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