...Be Our Guest, Inc. Be Our Guest is a growing firm specializing in providing high-end equipment and services to catering firms. The company is considering its financial needs and appropriate capital structure to ensure available funding for growth and flexibility as well as to meet the day-to-day needs of its highly seasonal business. This paper attempts to analyze the key success factors of the firm and assess the appropriate funding levels from both the company?s perspective as well as that of the bank. 1. What are the key success factors for Be Our Guest? The core benefit Be Our Guest provides is high-end equipment outsourcing and logistical support. The company differentiates itself based on the quality of its service and a long term relationship orientation, thereby avoiding competition on purely cost considerations. The key success factors for the firm include: ? Culture of total customer satisfaction (to gain and retain customers as well as benefit from word of mouth advertising). This includes investment in, maintenance and availability of high-end products (i,e., cutlery, crockery, tables, etc) delivered in a user friendly fashion ? Maintenance of experienced staff/drivers able to meet logistical challenges and be ambassadors of the company?s brand identity ? High turnover to ensure cost efficiency and margin stability/expansion (i.e., multiple deliveries during a day to reduce the marginal cost of operational logistics as well as better utilization...
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...Be Out Guest: Case Summary Be Our Guest was a case about a catering equipment contracting company. Servicing the Boston Metropolitan area, Be Our Guest started out as a small company that provided waiter services for caterers in 1983. From there, their business grew, and in 1988 they changed their business strategy after successfully providing catering equipment to a 1,000 person fundraiser at the Boston Garden. This transformed the company and profits grew to $1 million in 1991 and later to $2.7 million in 1997. The success of the company was due in part to the prime location of its inner city branch and their position in the market. One of their outlets was in the Roxbury section of Boston which was close to downtown and had quick access to the Massachusetts Turnpike and Interstate 93. This allowed them to cover multiple events in a single trip. They also specialized in providing high quality service rather than bottom end pricing. With high quality equipment and service they worked to develop a strong relationship with its customers. This distinguished them from other company’s and created a niche customer base. Even though business was great, the industry was very seasonal. The first quarter brought only 10% of Be Our Guests yearly revenues, while the second and fourth quarter each brought 33% of their yearly revenues. To adjust to the personnel need, the firm would bring on 15-20 seasonal employees during peak times. In addition, the seasonality caused many accounts...
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...Be Our Guest Inc. is a Boston based company that rents party equipment to caterers, event planning firms, hotels, etc. for various events. The company was founded in 1983 by Stephen Lizio, a man with prior experience in the wine and food industry. When the firm first started operations, it only provided wait staff and other services to catering companies. However, in the mid-1980s the company began renting tables, chairs, and equipment as well and eventually became a full service company. Al Lovata, a former banker who started out as a part time financial consultant for Be Our Guest Inc. in 1987, was eventually promoted to Chief Executive Officer. Simone Williamson was also brought into the company in 1989 because of her extensive network among the Boston area caterers, and by 1996 she was appointed President of the firm. The company was growing rapidly from the early to late 1990’s, producing revenues of about $1 million in 1991 and reaching $2.7 million in 1997. They went from being a secondary firm who provided help to caterers when they had a bigger than usual event or needed some special service that regular suppliers could not provide, to a primary provider of party equipment. CEO Al Lovata claimed that the firm's emphasis on excellent service is to key to their success. As an example of the quality of Be Our Guest's service, they always make sure to wash, press and deliver their linens to clients on hangers, and even if the client requests for linens from another company...
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...Samuel Kui Section 0501 Be Our Guest Be Our Guest, a Boston based company, is a rapidly growing equipment rental company with substantial seasonality in its revenues and profits. For years, the company has been renting party supplies and furniture to caterers, event planners and hotels; it has also managed to grow gradually in a very volatile and seasonal business. The founder, Stephen Lizio and co-owners Al Lovata and Simone Williamson found it difficult to fund daily operations because of seasonal cash shortages. In 1996, the company had secured a $100,000 revolving line of credit at the prime rate plus 1.5%, and a $390,000 five-year loan at a fixed rate of 9.25%. By the end of 1997, the loan outstanding balance was reduced to $315,000 and the monthly payment is more than $8000. Many of Be Our Guest's customers had followed up their annual holiday rush, then party-equipment rentals peak, with their annual winter slump, leaving them unable to pay their bills until late spring. Holiday seasons in the fall and winter typically accounted for half of the company's annual revenues and the size of the seasonal rises is unpredictable. Trying to finance such sharp swings in demand has been one of the biggest challenges that the owners had to face. Although the company's annual revenue from 1995 to 1997 had risen 49% to $2.7 million, net income for 1997 had declined 37% to only $88,000; the decline was primarily attributed to large payouts and was taking it as salary...
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...reasonable care | Liable for loss | hire a great lawyer | everyone can | every hotel must abide | | | | of guest property | | potentially be sued | | | Global | potential to expand | some guests may | growth | Terrorist, Ebola, | | | | globally | not like theme | internationally | Risk of disease | Theme restaurantsAnd hotels are popular | | Economic | Lower prices than hotels | bad economy no | great theme | Recession, | bed and breakfast | | | Based upon smaller size | Revenue, smaller size | Easier to expand | unemployment | popular | | | And less overhead | Means fewer bookings, less income | Smaller size | | | | Technological | Website/mobile app | Hosting/ merchant | Worldwide | Denial of service | Websites and mobile | | | available 24/7 | account expenses | customer base | attacks, hackers | App dramatically Increase income | | | | | | | | | Innovation | JapanKoi Inn Application | Not unique in Asian | Theme-based | theft of tech | we are a technological | | | | markets | accomodations | | society | | Social | many social media | social media doesnt | technological | some guests may | social media | | | accounts | replace marketing | Inn | not like tech | is very popular with our society | | Environmental | very elegant | none | chance to have a | other Japanese | Our design | | | Japanese garden | | more green Inn | hotels | | | Competitive Analysis | luxury bed and...
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...In our case, a guest is having meal in The Hong Kong Jockey Club. She has order an a la carte with steak. She would like her steak with well done. Unfortunately, the waiter gives her a wrong meat temperature dish, i.e. medium. The guest is not satisfy with the dish and begin lose temper asking for explanation. The waiter has do the following step to provide the right and quality service to the guest. Firstly, the waiter tries to calm the guest down. Secondly, he is listening to the guest’s grievances, so as to provide the right service to the guest again. And he is allowing the guest to vent, to let the guest express her unsatisfactory. Thirdly, the employee tries to apologize for the wrong service, to give the image that our restaurant is willing to correct our mistake and not to happen again. Fourthly, the employee has done the corrective action. He asks the chef to cook the dish again as soon as possible. And with the correct meat temperature i.e. well done. This can show to the guest that we have a positive “can do” attitude. Finally, servicing the guest with politeness again. The skills and theories that we have apply in the case: For the procedural side: We have attempt timeliness. When the guest has problem regarding the steak she ordered. The employee has taken immediate action to approach to the guest. Listening what is her concerns and grievances. Then make a corrective action. Therefore, we can practice the moment of truth to the guest. Communication skill...
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...welcome you to our team. MGM Resorts International maintains to be the premier hospitality, entertainment and Resort Company in the world. We operate some of the worlds leading resorts and owe it all to the employees of MGM Resorts International to make the difference within our company by providing our customers with the ultimate guest experience. Company Culture MGM Resorts International is committed to being an industry leading company with a diverse collection of individuals who come from different backgrounds, cultures and age groups and have the ability to work together to create partnerships and experiences. We strive to ensure our employees are engaged so that everyone feels pride and ownership in what they do. MGM Resorts International encourages open communication of ideas, opinions and suggestions within our company. Mutual respect is what is expected within our employees at all times. Company Process We are one of the worlds leading companies in hospitality, entertainment and lodging because we place a firm emphasis on guest service. To maintain extraordinary guest service we must entertain, engage and inspire every guest, every time, every day. Company Procedures In order to entertain, engage and inspire our guests we must be knowledgeable on our guest services standards. Entertain our guests by promoting our different properties and amenities. Be able to recommend different activities within our affiliated properties for our guests to partake...
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...Mainland China, Singapore, Malaysia and Taiwan Region. This year is the 35th anniversary of Sa Sa International. We are going to hold a spectacular gala event on 28th April at The Mira Hong Kong. The name of the party is “Manifest Beauty of Life” highlighted the mission of Sa Sa to help people to make their life beautiful. As the biggest sole agents in cosmetics in Hong Kong, we must attach importance to the anniversary dinner. We wish we can bring a hospitality experience through our anniversary to gratitude our honorable guests. Background and Situation Analysis The grand gala party will be held on 28th April at the ballroom of the Mira Hong Kong. The party will have a cocktail time start at 6:30p.m and the dinner will start at 8p.pm. It will attend around 600 people and they are our business partner representatives, key account and agents, some senior employees and a number of most important customers. All the attendees are our distinguished guest. So we wish we can share our happiness to them make them to have a memorable night. Moreover, we would to invite the ambassador of Sa Sa, Kate Tsui, and a of the group’s licensing brands, to celebrate with us such as Rain Li, Jessica C, Vincci Cheuk, Miki Yeung, Vanessa Yeung, Mr. & Mrs. Brandon Chau. At the same time, we will introduce the officially announced Ms. Vivian Chow to become the new ambassador, whom with an ever young and pretty,...
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...Table of Contents Forward 2 Introduction 3 Genesis 6 Failure, the Gateway to Success 9 Player Development is the Key 12 Superior Guest Experience Results 17 There is strange mathematical urban legend called the six degrees of separation. This law simply states that all people on Earth are separated by at the most six other individuals. Whether or not this is true is left for debate but it clearly shows the interconnectedness of people on a planet that seems not so large anymore. On a much smaller scale this theory can be used as well. I’ve seen it performed for sports players and coaches, i.e. the Bill Walsh coaching tree, Dean Smith coaching disciples and even the six degrees of Ricky Henderson. For me and my industry which happens to be gaming the six degrees of separation would make me somewhat of a legacy. In only four steps, my gaming lineage can be traced all the way back...
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...hotels all over the world. He is under not illusion about the importance of running an effective operation. ‘Managing a hotel of this size is an immensely complicated task,’ he says. ‘Our customers have every right to be demanding. They expect first-class service and that’s what we have to give them. If we have any problems with managing this operation, the customer sees them immediately and that’s the biggest incentive for us to take operations performance seriously.’ ‘Our quality of service just has to be impeccable. First of all this means dealing with the basics. For example, our staff must be courteous at all times and yet also friendly towards our guest. And of course they must have the knowledge to be able to answer guests’ questions. The building and equipment, in fact all the hardware of the operation, must support the luxury atmosphere which we have created in the hotel. Stylish design and top-class materials not only create the right impression but, if we choose them carefully, they are also durable so the hotel still looks good over the years. Most of all though, quality is about anticipating our guests’ needs, thinking ahead so you can identify what will delight or irritate a guest.’ The hotel tries to anticipate guests’ needs in a number of ways. For example, if guests have been to the hotel before, staff avoid their having to repeat the...
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...Chapter One Introduction 1. Introduction At present in the world the largest and fastest growing industry is the tourism and hotel industry. Though, in Bangladesh the amount of manpower in hotel industry is not that much high with the comparison of the developed country. But in the near future this industry has a bright future in Bangladesh because of the charming natural beauty, lots of historical places and the largest sea beach of the world. The first part is about the Introduction of Hotel Sea Crown. For an expanding economy, a developed & efficient tourism Hotel is important. Bangladesh Resort and Hotel Limited has been incorporated in Bangladesh 09th day of june,2003 as a private company Limited by share under the companies Act 1994. The principle activity of the company is to business of hotel, restaurant, café, refreshment room. The commercial operation from 12th November,2004 with three star deluxe hotel constructed in its own land at Marine Drive, kala Toli, Cox’s Bazar and hotel named after “ Hotel Sea Crown” and its Corporate office is in Gulshan Model Town, Dhaka from where all reservation, marketing and accounts activities are operated. The methodology, scope of the report & the limitations are also described here. The second part is about overview of Hotel Sea Crown, which includes the historical background, mission & objectives of the hotel. It also plays a great role in Bangladesh. So it faces some threats. But it has a lot of opportunity here...
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...hotels all over the world. He is under no illusions about the importance of running an effective operation. ‘Managing a hotel of this size is an immensely complicated task,’ he says. ‘Our customers have every right to be demanding. They expect first-class service and that’s what we have to give them. If we have any problems with managing this operation, the customer sees them immediately and that’s the biggest incentive for us to take operations performance seriously.’ ‘Our quality of service just has to be impeccable. First of all this means dealing with the basics. For example, our staff must be courteous at all times and yet also friendly towards our guest. And of course they must have the knowledge to be able to answer guests’ questions. The building and equipment, in fact all the hardware of the operation, must support the luxury atmosphere which we have created in the hotel. Stylish design and top-class materials not only create the right impression but, if we choose them carefully, they are also durable so the hotel still looks good over the years. Most of all though, quality is about anticipating our guests’ needs, thinking ahead so you can identify what will delight or irritate a guest.’ The hotel tries to anticipate guests’ needs in a number of ways. For example, if guests have been to the hotel before, staff avoid their having to repeat the information which they gave on the previous visit. Reception staff simply check to...
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...profit generated from our department has been rather unsatisfactory, compared with our historical data and the performance of our competitors. Aims: The aim of preparing this business proposal is to illustrate our plan of how to improve the profitability of our department. In order to improve the profitability of our department, we need to identify what are the (1) problems as well as how to tackle those problems and (2) what else we can do. (1) Problems and Solutions: (Profit sensitivity analysis) By using the method of profit improvement, Profit Sensitivity Analysis, we can identify some key factors of a business, which are products, services (about staff and equipments), the prices and the atmosphere and mood. More important is that the existed problems of our department, in a certain extent, can negatively affect the key factors. Therefore, we need to take the initiative to tackle those problems as soon as possible. At first, the most significant factor should be the quality of our products. Thus, we should be concentrated on our ingredients and dishes. However, we are facing some problems. Some of our ingredients come from Japan and the nuclear problem leads to some negative effects like some of the materials are contaminated such as spinach(菠菜)and milk product. The guests are not willing to choose some of our dishes, which contain Japanese ingredients. It largely affects our business. On the other hand, there are some problems about our dishes due to the food...
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...help you? Guest : Good morning, I would like to stay here. Reception : Do you have any reservation before, Sir? Guest : No, I don’t have. Reception : May I know what type of room do you want to get, for how long time and how many person Sir? Guest : I want to reserve one standard twin bed room for 5 nights, it’s from 3rd February 2011 until 7th February 2011 and that’s for one person. Reception : Wait a moment please Sir, I would like to check the room available that you want on that period. Guest : Yes, please … *** Few second later *** Reception : Thank you for your waiting Sir, you’re very lucky because, one standard twin bed room still available on that period. May I explain to you about room and hotel facilities, Sir? Guest : Yes, please … Reception : The room facilities in our hotel such as private balcony, living room, kitchenette, refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air conditioner and safety deposit box. Bath room complete with shower, bath tub and wash basin complete hot and cold running water. And the hotel facilities such as restaurant and bar, coffee shop, meeting room, tailor, laundry, saloon and beauty, sport area and parking area. The room rate is Rp.250.000,00 nett include breakfast. Well Sir, would you like to take this room? Guest : Yes, I take this room. Reception : Well Sir, please fill this registration card, this is your pen and this is your welcome drink, please enjoy it! Guest : Ok, Thank...
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...The Mansion on Turtle Creek in Dallas and The Carlyle in New York—trophy properties so distinctive, each could thrive on its own name, without any “corporate” identification (see Exhibit 1 for brand history). The Rosewood brand was muted, unmentioned in advertising, and known mainly to hotel professionals. However, in early 2004, to boost the company’s growth, John Scott, Rosewood’s new president and CEO, and Robert Boulogne, vice president of sales and marketing, were considering a new brand strategy. As Boulogne recalled: We thought the time was right to establish Rosewood as a true brand incorporated into the name of each hotel and prominently displayed in all communications for and at our properties. This would help provide us with a platform for encouraging guests who stay at one of our properties to stay at some of the others. But, they wondered how far they could push this branding strategy without undercutting the distinctiveness of each individually branded hotel. Company Profile and Background Headquartered in Dallas, Texas, Rosewood Hotels & Resorts, L.L.C, was a privately held company, established in 1979 by the Caroline Rose Hunt Trust Estate (see Exhibit 2 for biographies of key figures). The first hotel Rosewood managed was The Mansion on Turtle Creek, opened in 1980. This hotel was an old mansion in Dallas rescued from demolition by Mrs. Hunt, the daughter of Texas oil tycoon H.L. Hunt. Rosewood worked with Hunt to transform the property into a worldclass hotel...
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