...Michael John Langley BUSN602 Case # 10, Good Hotel: Doing Good, Doing Well? Saturday, November 08, 2014 Introduction In this paper, we will examine a case from the text book Strategic Management by Pearce and Robinson. Case #10 Good Hotel: Doing Good, Doing Well is the focus. In the examination, basic question will be given a view point. These viewpoints will discuss the topic of; what is the mission statement behind the operation concept. The options that can be considered by the owner with the pros and cons of each possible opportunity. What type of customers is the business entity trying to target? The marketing strategy that is used to promote the operation. Is the market strategy effective enough? In addition, other possible alternatives will be given consideration that could produce the desired results while competing against others in the industry. (Good Hotel.jpg, 2014) Case Overview The Good Hotel is a hotel that is operated by the Joie de Vivre group (jVd), located in the San Francisco area. What distinguishes this hotel from the standard big chain hospitality operation is that the hotel focus and being socially and environmentally favorable. Over all jVd manages multiple properties in the San Francisco area include the Best Western Americana and Best Western Carriage Inn. These properties are managed by Pam Janusz who has been in charges since 2009. On April 10, 2010 Ms. Janusz received an e-mail stated that the properties had been foreclosed...
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...Business Strategies The Good Hotel The Good Hotel When reading over the Good Hotel case study the first thing that stood out was the process that was used to communicate the leadership change and company change. The first thing that was stated in this case study was the means in which JDV went about communicating by emails, that they have sold all three properties that Pam was managing. I just believe as a company handling a transition on a scale like this they would have found a better way to communicate this huge transition. With news like this coming down I felt as if they really didn’t give Pam much to work with to deal with the staff and the concerns and emotions that come with any type of corporate structure change. With a change like this Pam is going to have to deal with her staff, keeping them focus at the task at hand. My question would be, what is the strategy of assuring the staff that cuts will be at a minimum? How do you get the word out to the customers that their experience won’t go lacking during this transition? If Pam is unable to keep her staff focus this transition could be a disaster and I believe that JVD had to have a better plan then communicating this change by an email. This just bring me back to mind to my organizational change class, and brings out how critical it is not just to come up with a good idea but take the time to figure out how you will communicate the change so that you can have a smooth transition . They ask Pam to evaluate...
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...Good Hotel: Doing Good, Doing Well? Background Information Joie de Vivre (JdV) is a San Francisco based hotel management company with 16 properties in the city. It was founded in 1987 by Chip Conley. He knows that his company comes up with unique hotels, with own personality. It has managed to grow to 36 boutique hotel properties. It became the second largest in 2010. JdV had combined two of their properties, Best Western Hotel Britton and Best Western Flamingo. Pam Janusz is the general manager for Good hotels. She received a message inquiring that rumors were true that the owner of Good Hotel and the two other properties that Janusz managed since November 2009. Best Western Americania and Best Western Carriage Inn, had foreclosed on their holdings and sold the three properties, all of which were in JdV’s South of Market Street (SoMa) group to a new ownership group. She will be helping with the transition from one ownership to another, by evaluate Good Hotel performance along with helping staff to adjust. When it opened in November 2008 with 117 rooms, it opened as Good Hotel. Good Hotel is known as “hotel with a conscience”. It has a positive approach, eco-friendly hotel, and it known its recycled materials. This hotel believes in doing good things for the environment. The new group planned to run the three hotels themselves and they would end the management with JdV if no problems arose with the sale at the end of May 2010. The lodging industry was dominated...
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...Good Hotel: Doing Good, Doing Well Anna Moreland Abstract This paper answers the questions proposed in the week 1 assignment list of Business 620, Strategic Management. It covers the vision/mission behind the Good Hotel concept, the recommendations to the new ownership, characterizing the target customers, marketing strategy and positioning the hotel relative to its rivals. The Good Hotel is managed by Pam Janusz and it has been purchased and placed under a new management group, Joie de Vivre (JdV). Envisioned to be a conscious hotel, the Good Hotel is environmentally aware and strives to enlighten their customers on doing good for the planet while being humorous at the same time. Pam Janusz intends to make recommendations to keep the Good Hotel true to itself even though a new management team will be taking over in six weeks. Good Hotel: Doing Good, Doing Well Vision/Mission The Good Hotel wants to help make the world a little greener, one customer at a time. This hotel chain goes through great lengths to reduce their carbon footprint and makes sure that customers are aware of these efforts in hopes that maybe they will “pay it forward” in their everyday lives. The Good Hotel uses former motels, instead of building from the ground up, and revitalizes the structures with recycled materials and energy saving techniques. If one were to visit any of the San Francisco locations they would see lobby benches made of recycled felt blankets, beds made of reclaimed pine...
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...Case #10- Good Hotel: Doing Good, Doing Well? Jamie Caudle Q: What is the vision/mission behind the Good Hotel concept? A: The Good Hotel is intended to be the first hotel with a conscience. Our philanthropic and positive approach is designed to inspire the "good in us all" (Pearce, 2012, p. 10-2). The Good Hotel is a hip San Francisco hotel that practices philanthropy and believes in doing good for the planet. The eco-friendly hotel décor features reclaimed and recycled construction materials (Pearce, 2012, p. 10-2). I believe the concept is to create a themed based hotel that is catered to a green living approach to life and have some fun doing it. The mission and vision statements for the new owner group of The Good Hotel are as follows: Our Mission At Haiyi Hotels, we endeavor to make a difference in the lives of our guests and associates through a shared passion for life, work and personalized experiences (Haiyi Hotels, 2014). Our Vision To become a recognized boutique hotel management company and develop unique hotels with their own independent character and style (Haiyi Hotels, 2014). Q: What three alternatives is Pam Janusz considering for her recommendation to the new ownership of Good Hotel? Provide pros and cons of each. A: Pam Janusz is considering between continuing, expanding, or discontinuing the current concept that Good Hotel is currently using. Continuing the concept would not involve much interruption in the already set ways of operations...
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...Good Hotel: Doing Good, Doing Well? Joie de Vivre is a hotel management group that is located in San Francisco that was founded in 1987 by Chip Conley. He liked commercial real estate but did not like doing the transaction part of it. He stated to Travel Weekly the branding strategy for Joie de Vivre. In article he said that they know California better than anyone, approximately 40 percent of consumers are from California. He knows that his company comes up with unique hotels, with own personality. It has managed to grow to 36 boutique hotel properties. It became the second largest in 2010. JdV had combined two of their properties, Best Western Hotel Britton and Best Western Flamingo. When it opened in November 2008 with 117 rooms, it opened as Good Hotel. Good Hotel is known as “hotel with a conscience”. It has a positive approach, eco-friendly hotel, and it known its recycled materials. This hotel believes in doing good things for the environment. JdV decided in April 15, 2010 that Good Hotel and two other properties would be sold to another ownership company, and they would end the management with JdV if no problems arose with the sale at the end of May. Pam Janusz is the general manager to the Good Hotel. She will be helping with the transition from one ownership to another, by evaluate Good Hotel performance along with helping staff to adjust. The lodging industry was dominated by twelve leading hotel chains in the United States in 2009. Out of these...
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...Good Hotel: Doing Good, Doing Well? EIC Strategic Management Background Information Joie de Vivre (JdV) is a San Francisco based hotel management company with 16 properties in the city. It was founded in 1987 by Chip Conley. He knows that his company comes up with unique hotels, with own personality. It has managed to grow to 36 boutique hotel properties. It became the second largest in 2010. JdV had combined two of their properties, Best Western Hotel Britton and Best Western Flamingo. Pam Janusz is the general manager for Good hotels. She received a message inquiring that rumors were true that the owner of Good Hotel and the two other properties that Janusz managed since November 2009. Best Western Americania and Best Western Carriage Inn, had foreclosed on their holdings and sold the three properties, all of which were in JdV’s South of Market Street (SoMa) group to a new ownership group. She will be helping with the transition from one ownership to another, by evaluate Good Hotel performance along with helping staff to adjust. When it opened in November 2008 with 117 rooms, it opened as Good Hotel. Good Hotel is known as “hotel with a conscience”. It has a positive approach, eco-friendly hotel, and it known its recycled materials. This hotel believes in doing good things for the environment. The new group planned to run the three hotels themselves and they would end the management with JdV if no problems arose with the sale at the end of May 2010. ...
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...Case # 10--Good Hotel: Doing Good, Doing Well? Issues and Decisions 1. What is the vision/mission behind the Good Hotel concept? The Good Hotel is intended to be the first hotel with a conscience. Our philanthropic and positive approach is designed to inspire the "good in us all" (Pearce, 2012, p. 10-2). The Good Hotel is a hip San Francisco hotel that practices philanthropy and believes in doing good for the planet. The eco-friendly hotel décor features reclaimed and recycled construction materials (Pearce, 2012, p. 10-2). I believe the concept is to create a themed-based hotel that is catered to a green living approach to life and have some fun doing it. The mission and vision statements for the new owner group of The Good Hotel are as follows: Our Mission At Haiyi Hotels, we endeavor to make a difference in the lives of our guests and associates through a shared passion for life, work and personalized experiences (Haiyi Hotels, 2014). Our Vision To become a recognized boutique hotel management company and develop unique hotels with their own independent character and style. 2. What three alternatives is Pam Janus considering for her recommendation to the new ownership of Good Hotel? Provide pros and cons of each. 3. How do we define sustainability in the U.S. lodging industry? 4. What impact is ‘sustainability’ having on businesses in general and the U.S. lodging industry in particular? Is it high, medium, or low? Explain why. 5.How would you characterize...
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...MKT2SMA Service Marketing Semester 3, 2011 Coogee Sand Hotel & Apartment Qian Yi STU ID: QIYIF113 You Liang STU ID: YOLIF111 16 January 2012 Table of Contents 1. Acknowledgements 3 2. Executive Summary 4 3. Coogee Sands Hotel & Apartment’s corporate and marketing objectives 5 4. Situation Analysis6-10 5. Customer Analysis11-12 6. Service Product Analysis13 7. Current Pricing Strategies 14 8. Current Promotional Strategies 15 9. Service blueprint and problem allocation16 10. Analysis of Customer Quality, Satisfaction, Perceived Value and Customer Retention Efforts17-18 11. Internal Marketing19 12. Marketing Strategy20 13. Budgets21 14. Implementation22 15. Evaluation and Control23 16. References24-25 1. Acknowledgments It is with deep gratitude that I have to thank my friend, the HR manager of Coogee Sands Hotel & Apartment, Tao weining for his support and continuous help throughout this whole report. With his expertise in Coogee Sands, he provided me numerous of valuable information and ensures the success completion of this report. I have to thank our group mate and friends, who contributed to the information collection. This report would have never been finished without their assistance. 2. Executive Summary This report states Coogee Sands Hotel & Apartment’s marketing objectives, analyses the current situation that Coogee Sands faces. This report also provide...
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...Warwick International Hotels Name Institution of Affiliation Warwick International Hotels Introduction The Warwick International Hotels were founded in 1980. Since then, the brand has extended its services all over the five continents, totalling to 55 hotels worldwide. The brand provides a collection of 4 and 5-star hotels (Warwick International Hotels, 2008). The hotels provide quality services and are distinctive for their bond because their operations are common throughout the areas where they are stretched. Some of the cities where Warwick International Hotels are found include Paris, New York, San Francisco, Brussels, Geneva and Bangkok among others. The hotels are centrally located, and they can be easily located from the city centre. Due to their quality services, the hotels have established a reputation for their quality accommodation and services. The Warwick International Hotels have a collective capacity of over 6,500 accommodation rooms with varying number of rooms for the different hotels (Warwick International Hotels, 2008).). The accommodation facilities offer a range of services ranging from hosting conferences and seminars, business meetings and accommodation as well as relaxing for a holiday. The expansion of the hotels from the time the brand was founded is presented graphically below. Chart 1: % Hotel portfolio development from the initial eight hotels. Customer loyalty and Hotel brand performance The brand appreciates that its guests are the...
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...Strayer university | Providing Quality Service | | | | This paper outlines methods, strategies, and tools in the hospitality industry to deliver the “wow” factor and enhance the guest experience. | Providing Quality Service The guest can be involved in several ways to provide quality service which includes being a consultant, marketer, co-producer of the experience or a manager of the service providers and systems (Ford, Heaton, & Sturman, 2012). When the hotel industry takes an assessment of the guests experience using surveys to give feedback on their stay or create small focus groups on how to improve their services, the guests becomes a consultant or expert. When the guests have an experience whether good or bad, they instantly become a marketer by word of mouth, or social site review. This is a very significant marketing tool that is orchestrated by the guest and must be managed and addressed by hotel management. Likewise, the industry can also use guests in co-production which is when guests become participants in the production and service delivery. This might involve having the guests self serve at a buffet, elect not to have their sheets changed or participate in a green program. If the guests are allowed to co-produce the experience, then it can increase the quality of service and at a lower cost. One service standard that the hospitality industry uses to meet customer expectations is when the guests make their initial reservations. A...
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...capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities of reception service staff of an organization of your choice (Merit M1) Front office and accommodation services are divided into different departments and have several functions (Lewry, 2012, p.2). For example, Hilton Garden Inn Luton North is a hotel and restaurant located in the United Kingdom. The front office has several...
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...Head: RESEARCH METHOD CASE STUDY Research Method case study of Silver Spoon hotel Sialkot [Name of writer] [Name of Institution] Abstract This study would be intended to identify the retention strategies and retention problems in order to discover the brunt of retention strategies on[pic] labor force. Silver spoon hotel, Sialkot, Pakistan would be [pic]elected as[pic] a [pic]model for this[pic] research [pic]because its[pic] inimitability [pic]in active modern HR[pic] approaches. It will solely base on empirical study: a sample of 100 surveys and face to face interviews will be taken. How to obtain customer loyalty through customer retention strategies in Small and Medium sized hotels? (A case study on Silver Spoon hotel Sialkot) In order to get achieve the objective, I would like to approach for both primary and secondary data. I would use SPSS and data of 100 customers from silver spoon hotel. 1. Justification of study In today’s competitive environment, organizations are constantly looking for new and innovative ways to not only get hold but also retain their valuable customers. The intention behind choosing this topic is to analyze the relationship between retention strategies and customer loyalty in hotel industry. 2. Statement of the problem Hotel industry is illustrated with the presence of many small and huge hotels which provide a wide range of customer services, and maintain customer loyalty through different...
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...| 2014 | | The Stonington Beach Hotel, Bermuda | [consultancy report] | The following report is a detailed analysis and diagnosis of the current situation at The Stonington Beach Hotel, Bermuda. Many aspects are considered that include the effect that maintaining the property has on human resources, marketing and the organizational structure of the business. Recommendations are made and then discussed further. | Table of Contents Executive Summary3 Background4 Current Situation4 Analysis & Diagnosis5 SWOT Analysis5 Property Perspective6 External Building Structure…………………………………………………………………………7 Building Interiors………………………………………………………………………………………..8 Exterior Facilities………………………………………………………………………………………..9 Other Property Issues…………………………………………………………………………………9 Human Resources……………………………………………………………………………………..10 Marketing………………………………………………………………………………………………….11 Organizational Structure………………………………………………………….…………………12 Recommendations………………………………..………………………………………………………..13 Conclusion………………………………………………………………………………………………………15 Executive Summary The Stonington Beach Hotel is only one part of a bigger organization – The Bermuda College, which is owned by the Bermuda Government. A SWOT analysis is conducted in order to determine the hotel’s internal strengths and weaknesses, and external opportunities and threats. Although fairly balanced overall, internal weaknesses do pose a slight concern that should be further assessed. ...
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...Guest Cycle in hotel The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach to front office operations. 1. Pre - Arrival The Guest chooses a hotel during the pre- arrival stage of the guest cycle. Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty program member etc. The guest's decision of making the reservation can also be effected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type, room rate, recreational facilities and other attractions near the hotels etc. We can certainly call the reservation area as the sales office for non-corporate or group bookings. Its employees should be sales orientated and present positive, strong image of the hotel. If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest cycle...
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