...world quality service is the key difference between good, bad, and indifferent hospitality companies. When you have good customer service people will come back, bad customer service will drive people away and keep the company from attracting new guests. What a company can do is devise a guest strategy that gets the guests involved (Lewis, 2004). Some ways that the guest can be involved in hospitality are: consultant or source of expertise and quality information, marketer, part of the environment for other guests, co-producers of the experience, or as a manager of the service providers and system. Some of these sound absurd but they are very prevalent in the hospitality industry (Lewis, 2004). GUESTS AS UNPAID CONSULTANTS Many organizations will use different ways to get feedback from the guests, such as guest cards to get the guests likes and dislikes. When this happens the guest becomes an unpaid consultant and even act as quality control inspectors. As the input from the guests as to their experience becomes part of information that managers will use to make changes to the delivery system, environment, and the service product, that makes the guests consultants as the give important feedback to company (Ford, Strurman, & Cherrill, 2012). This strategy is not new as many originations use feedback from their customers to help make the guest experience better. As the guest is one of the best way to get what is already good and what needs to improved, makes this type of strategy...
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...enterprises has grown from a single family owned restaurant to a franchise with 450 locations in thirty states (York). Five Guys opened its doors to Arlington, Virginia in 1986 (York). The restaurant was started by four brothers who were given the choice to start a business or go to college by their parents (York). The burger and fry shop drew in a ‘cult-like’ clientele base which demanded the opening of four additional locations in the Metro D.C. area between 1986 and 2001 (York). At that point, the family decided that they should expand beyond D.C. to give more people the opportunity to experience their food (York). In 2002, they opened franchise opportunities limited to D.C., Virginia, and Maryland, and in 2003 to the rest of the country (Five Guys Inc., 2008). Five Guys philosophy sets apart from other fast-food chains by their uniqueness or originality. Their concept is different and like very well was able to compete with other burger restaurants. Their philosophy is a simple minimalist menu of freshly prepared food, served nearly the speed of a fast-food establishment. The business plan for Five Guys since 1986 has been simple, sell high quality food in a clean and friendly environment with excellent customer service, while not cutting corners (York). The original values for the start and they remain strong today of Five Guys are: the customer knows best, every position at the company has value (employees), know what you’re good at and stick with it,...
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...factors, and the summary of the paper. Introduction Nick’s Pizza & Pub is one of the most famous restaurant in the US, which having 2 locations up until now. They had a great start in business with not only good sales, but the value in their products. With 1,500 customers waiting for their table on a Friday night, along with carry out, it’s a start that many new company would dream of. Unfortunately, their plan to open a few more locations was unsuccessful due to losing customers, along with decreasing in total revenues. Even though, inventory was not a problem, but management was discovered as the main issue. Despite managers were hired externally due to their previous experience in the business, their work cultures were not good enough for the company. In short, they need to find solution to reduce costs, and change the way of management in the company. Strategy Pizza is a popular food in the US, so combine both dine-in restaurant with pub bar is a great idea. In this case, I would suggest Nick’s Pizza to use cost leadership, and differentiation strategy for their company. Firstly, cost leadership strategy is to reduce the operation costs of the company. Nick’s Pizza & Pub is struggling with reducing cost, so cost leadership would help out the company a lot. Purchasing ingredients directly from manufacturers, or have the fresh ingredients grow...
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...and meet the requirement more easily. Second, it will help Natureview to target new customers. Third, launch Option 3 can help Natureview to increase its brand value. Because Option 1 will expand six SKUs of 8-oz, it will bring the largest dollar and unit share of the refrigerated yogurt, which provide a great potential revenue in the future among three options. [Exhibit 1] Since most of yogurt is sold in supermarket, it would be the best place to promote the sales for Natureview. According to the previous companies’ experience, entering supermarket to sale yogurt can bring over 200% of revenue within two year. Therefore, with first mover advantage and our products premium quality, Natureview have strong success possibility following in the footsteps of successful companies. Choosing Option 1 can provide a great chance for Natureview to earn more new customers and build trust with them in a long-term. Because Natureview will expand its market area into a new market channel and meet more various customers in the future. [Exhibit 2] Since 46% of people prefer to purchase dairy products in supermarket and 97% of people will purchase yogurt in supermarket, expanding the market into supermarket will help Natureview have more chance to earn customers than before. If Natureview release multiple pack of family size yogurt with cheap price, it will increase possibility of having more valuable customers. Moreover, taking Option 1 as the best choice can enhance the band value of Natureveiw...
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...Upper East Side, Manhattan, and NYC area. It will serve authentic traditional Thai food, providing the best experience at a reasonable price and great environment. Enthaice is the name which played by word from “entice” which refer to attractive surrounding or arousing hope and desire. The name was create for a strong brand recognition and set the restaurant apart from other competitive restaurants around the areas Enthaice is a convenient restaurant on third Avenue corner of 90th St. The restaurant is serving an authentic Thai food, wine, and beer. It will offer a modern décor and electric light in the relax environment. It will be a small warm Thai place around 30 seats. The dining room will decorate by black panel and white letter tile the other side and the wood panel in the middle. The room will be romantic set up in the dark light with candle and electric light color that can change different colors every day. Enthaice’s concept is simple and warmed with care. It will provide the perfect place to enjoy a Thai cuisine. It will offer delivery, catering, and private party. - Consumers: Target Audiences * people between age of 25-45 * Health conscious consumers who are seeking healthy dishes * Adventurous consumers who enjoy trying new foods * Consumers who enjoys Asian foods and rice dishes * Office workers and local residents * Students from Hunter College and other universities Competitors; There are 8 Thai places that might...
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...of TLC From the humble beginning of a small town grocery store known as Kedia Runcit Tong Lee Chan in Tongkah Morib, Banting, Selangor 80 years agoby the late Mr. Yong Kee Mee who came from China to begin a new life in Malaya to support his young family. Eight decades later Mr Kenny Yong, Managing Director of TLC Supersaver Sdn Bhd, sets out with the same entrepreneurial spirit to conceptualised and established a modern lifestyle hypermarket to meet the hectic demands of urban lifestyle of residents of the surrounding area of Shamelin Perkasa, Pandan Perdana, Pandan Jaya, Taman Maluri, Ampang & Cheras. In remembrance of his late grandfather Mr.Yong Kee Mee, he decided to named it after an acronym of the Tong Lee Chan Grocery Store – TLC Hypermarket! TLC aims is to set itself apart by offering great deals with emphasis on modern contemporary hypermarket experience that serves freshness of its range of fresh produce of vegetables, meat & fishes, to a wide variety in the general merchandise section, from hair & beauty line products to the ubiquitous household amenities, a separate non-halal section, all these in an ultra-modern and comfortable shopping experience. Customer We put customer at the heart of everything we do and see a huge opportunity in helping them make better, more sustainable choices. Staff A great place to work We rely on the our staff and colleagues working in our stores and offices to provide great service for our customers every single...
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...Outback Steakhouse Help the Organization Achieve a Competitive Advantage. When thinking about the employee selection process there are a few important facts employers will need to know so that they are able to pick the best person for the job and decide if that person is a good role model for the company. There is a lot of information a person will need to know when trying to join the Outback team. There are a few steps that are important causing the hiring process to take three days (Zinzi). When the employees are notified about receiving the job, the next step in the process is an orientation. In this process, there is a total of three class room training sessions where employees learn a lot of well needed information such as the core values and mission of Outback as well as the array of items offered on the menu (Zinzi). Employees will need to have great memorization skills because they are expected to know what’s going on in each aspect of the restaurant from the kitchen to the hostess greeting each customer. Outback understands that their workers are a great reflection on the company which justifies their extensive hiring process. Their testing of new hires is a strategic way to find out if a person is a good fit and that along with the series of test that are given makes Outback a step above the average restaurant when it comes to the...
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...What Makes Brands Great • Role of the brand: they serve as a route map for purchasing behavior and when managed properly, generally accrue significant value to their owners • For many years, most brand owners relied on marketing-oriented measures such as awareness and esteem. Today they use more innovative and financially driven techniques to better quantify the value that brads represent • Brand leaders appear to perform consistently well against a broad range of factors, including tangible equity, customer purchasing habits and market stature. The reason is that they share certain characteristics and approaches that contribute to their success as a brand and a business WHAT GREAT BRANDS SHARE • There are five notable qualities that leading brands share Three principal attributes: 1. A compelling idea • Behind every brand is a compelling idea, which captures customer’s attention and loyalty by filling an unmet or unsatisfied need 2. A resolute core purpose and supporting values • These remain in place even though the business strategy and tactics have to be regularly revised to address and take advantage of the circumstances of a changing, and in the detail often largely unanticipated, world and business environment. • Example: From the 7 Series to the Mini, the BMW brand stands for “the ultimate driving machine” – the core remains the same: to deliver an outstanding experience though superior car performance • This strategy illustrates an opportunity captured...
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...and Target are both great retail stores to go and find a good bang for your buck shopping experience. After researching both companies, it appears they have the same ideas as a mission, saving the customer money. Wal-Mart Mission statement reads; “ If we work together “ we’ll lower cost of living for everyone.. We’ll give the world and opportunity to see what it’s like to save and have a better life.” (http://walmartstores.com/AboutUs/9538.aspx) Target’s Mission Statement; “To make Target the preferred shopping destination for our guest by delivering outstanding value , continuous innovation and an exceptional guest experience by consistently fulfilling our Expect more, Payless brand promise.” (http://sites.target.com/site/en/company/page.jsp?contentId=WCMP04-031699) A comparison in the mission statements implies that both companies show some definition on the purpose of the organization, to save money for the customers; however, Wal-Mart lacks how the company helps make its strategic decision. The Wal-Mart statement is too vague. It should be broadened to give detail on how they plan to do save the customer money and have a better life. Target’s purpose of the organization and strategic plan is made clear through reading the mission statement. Target speaks more in depth on how they plan to do this for the customer but not only saving you money but offering more of a selection in brands through “continuous innovation” to enhance your shopping experience. Target’s Mission...
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...In addition to customers expecting premier program and interaction quality from sporting goods store, particularly Sports Authority, customers expect premier outcome and physical environment quality, as well. However, during the group’s collective and independent visits to Sports Authority, the quality that both the outcome and physical environment were not up to the standards that we expected entering into the store. Nevertheless, Sports Authority had some positive aspects about both the outcome and physical environment; however, there are numerous amounts of changes that Sports Authority needs to implement rules that would overall improve the overall customer service quality of the store. According to authors Kathyrn Gagliano and Jan Hathcote...
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...there is one that stands out on top of all the others. Companies use these techniques to differentiate there product because of how it captures and locks in the customers of their target market. To differentiate means to set you apart from the others, which is what all companies, want for their product. Why companies differentiate Source of Competitive Advantage One reason why companies differentiate their products is that it is a source of competitive advantage. When a product is released on the market, it only has a few months before other companies can replicate the product and make it their own. There can be so many versions of a product, but companies find things to make theirs better than their competition. Take a local pizza place as an example, each business takes their pizza and provides better service whether it be from training their servers more or by having a delivery service. Pizza is such a basic product and there are many businesses that try to enter that market. The few that have superior quality or differentiate themselves in any other way are the ones that survive. Monopolistic Competition When a company achieves successful product differentiator, their market becomes a monopolistic competition. Companies that can achieve successful differentiating strategies can monopolize their business from the others very easily. Using the same pizza example, think about the local Little Caesars pizza that enters in to an area for the first time. Before there were...
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...Bibliography 3 Appendices 1 Introduction In this reflective journal I am required to reflect on strategic service marketing. I am reflecting on 3 dimensions lecture reflection from material that I study in lecture class, employee reflection myself as an employee in service industry how can I reflect on this matter and consumer reflection myself as consumer of services. Week 1 16 of September 2014 In this lecture im going to reflect on some quotations about service Strategic services without process is little more than wish list- Robert Filek. I understand this that services cannot exist without the practice. In order to do services an organisation need to put in process A satisfied customer is the best business of strategy of all- Michael leboeuf Customer need to be satisfied after receiving a service. A customer satisfied is very healthy to be business , business will prosper. The more pleased customers the better for the business. The goal as a company is to have customer service that is not just the best but legendary- sam Walton When an organisation provides service it has to make sure that the employees provide services in the best manner possible to keep those customers. Loyal customers, they don’t...
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...EXPERIENCE HBR.ORG Case Study A theme park operator considers whether the boost in ticket sales is worth the trouble. by Marco Bertini, Luc Wathieu, Betsy Page Sigman, and Michael I. Norton The Experts Gideon Lask is the founder of BuyaPowa, a UK-based social commerce business. Do Social Deal Sites Really Work? T he sales reps from DailyDilly had just finished their rollicking video presentation, and the laughter in the meeting room was starting to subside. Ruth Davison, the marketing director of Flanagan Theme Parks, was still smiling when she finally spoke. “I’m thoroughly impressed,” she said. “This would give us the marketing capabilities we’ve always wanted.” Will Eastman, Flanagan’s operations director, was beaming. He had suggested doing the promotion with DailyDilly, a fast-growing Australian social-couponing company similar to Groupon and LivingSocial. “Then I think we’re ready to make a decision,” he said. Everyone looked at Allie James, a consultant decades younger than Will and Ruth. Allie had been working with Flanagan for just over a month. She knew she had to kill the DailyDilly initiative but was reluctant to do it with the reps present. “Let’s discuss this off-line,” she said. Will slapped the table. “Come on,” he demanded. “We’re here now.” The DailyDilly reps became wide-eyed. Allie took a deep breath. If Will was going to push her, she’d be blunt. “No, then,” Allie said. “It’s not on.” Will pushed his chair back and walked out of the room...
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...chain of Kudler Fine Food Stores. Kudler Fine Foods is an upscale store with three locations in the San Diego area, each in high-end shopping centers. The stores offer a fine selection of baked goods, pastries, fresh produce, meats, seafood, packaged goods, cheeses, and other specialty items. All items are made to order and baked goods and pastries are prepared on site. They offer over a variety of fresh fruits and vegetables including 16 different kinds of apples. Their meat comes from organic farms and Kudler also carries tropical fruits and spices. Kudler is also popular because of the amount of and types of cheese they carry, “250 varieties from 21 different countries” (Strategic Plan, 2003). Importance of Marketing The first store opened in La Jolla in 1998. It is located in a well populated area with high end tastes, homes there are worth about $2 million. With no gourmet food stores in the area, this was the perfect place to start a business. The La Jolla store is very successful and offered enough cash flow to open another business in nearby Del Mar and the last store in Encinitas. The Del Mar location has proven not to be as successful as the La Jolla store because of low population and low incomes in the area. Consolidating this store into another location is a great idea because it would seem that the people in that area are not interested or cannot afford the products sold. The Encinitas store is similar to the La Jolla project as its located in a largely...
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...to always be aware of their services and the quality of room product. This is because these two factors are the key factors in ensuring the level of satisfaction of guests. Thus, providing an excellent services and quality room product able to deliver a great accommodation experience for guests. As the customers experiencing great accommodation a particular hotel, they will visit the hotel for their next trip or even recommend to their friends and family. The image of the hotel will enhance as well as its popularity keeps increasing. It is quite subjective when it comes to judging a great accommodation experience. This is because a good or bad accommodation experience is not only based on what and how the room product presentation is but others factors are taken into consideration as well. For example, the atmosphere of the hotel, the comfort and safety level given by the hotel, and so on. It is not an easy task to satisfy everyone’s ideal accommodation experiences as different customers has own preferable accommodation environment. When a hotel room meets a customer’s expectation, the customers are willing to pay the expensive bill just to have the value of the room. Besides that, if the service standard is failed, customer will not going...
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