... Group 3 I. PROBLEM STATEMENT ➢ What can the company do to improve their service quality and improve customer satisfaction? ➢ Should the company focus on offering a service guarantee concept to its customers? SPECIFIC PROBLEMS (Challenges that the company will meet according to Geurs) a. How should Radisson word the guarantee? Should it be a “two-step” process? b. How should hotel managers and employees be trained for the program? c. Should the training be conducted by Radisson employees using a “train and trainer” approach or should Radisson employ a professional training firm to do the training? d. How should they handle hotels that did not readily buy into the program? e. Should Radisson’s corporate office pay for the invocations for the test hotels? f. What role should the guarantee play in Radisson/s marketing communications? II. OBJECTIVES ➢ To come up with strategies that will give more focus on the customer needs. ➢ To be able to provide individualized marketing and services for each of the branch of the hotel. ➢ To be able to expand the hotels in key locations. ➢ To be able to strengthen global...
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...Sanderlin Keller Graduate School of Management Abstract I will be evaluating the guest services department at the Hilton Garden Inn in Charlotte, NC. The hotel is part of a much larger Hilton family that is quite successful, but this particular property is suffering from lower guest satisfaction scores, several recent management changes and the resulting low employee morale. The new guest services manager expects that once the new management both in guest services and the hotel overall gets settled, the low morale and slipping guest satisfaction scores can be assuaged by using specialized customer service training. This analysis will follow the progress of the Guest Services Team and offer a possible training solution to address the current issues. Building Internal and External Hospitality The Hilton Garden Inn North is located in Northern Charlotte, North Carolina. The property has in its favor a particularly prime location that is in close proximity to the two major highways that pass through Charlotte: I-85 and I-77. The hotel is just blocks away from the Northlake Mall which boasts several upscale anchor stores and eateries. Charlotte is a bustling banking metropolis, home to a major league football, and basketball team, a major NASCAR race and host of other tourist attractions and thriving businesses. Therefore, any organization offering quality, affordable, and accessible hotel accommodations has the potential to be a thriving business. The Hilton Garden Inn (HGI)...
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...No. 2; November 2010 Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) Facoltà di Economia, Dip. S.E.A.F., Università di Palermo viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: gandolfodominici@unipa.it Rosa Guzzo Facoltà di Economia, Università di Palermo, Viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: rosyguzzo@hotmail.it Abstract In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical...
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...Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman dimensional...
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...service delivery to customer satisfaction and loyalty at sand dunes chalao Beach Resort in Thailand. 1 Chapter one 1.1Introduction. Tourism and hospitality industry is one of the largest industry in the world. It contributes 11% of the total world gross product. The driving forces of the industry include public relations and integration of proper marketing strategy. Public relations refers to the ability of an organization to foster a relationship with their consumers. For an organization to impress their clients it must commit to quality service delivery. Quality service ensures client satisfaction (Sasser). Satisfied clients form a fundamental economic efficiency for a firm especially organizations in the hospitality industry. It ensures client loyalty and thus constant business retention for the firm (Viglon.). 1.2 Background of the study. The tourism and hospitality industry is a service industry. It deals with the retail of high end luxuries. The core drive of such an industry is the ability to market its services in abide to attract new clients. Marketing enable the firm to retain old clients too. To ensure continuity of the business the organization must be able to keep the promises it gives to the clients. This is through delivery of quality services. Adoption of suitable marketing strategy also helps the organization to remain relevant in business. To evaluate the levels of satisfaction of customers in the hospitality...
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...CHAPTER 1: LITERATURE REVIEW ON HOTEL INDUSTRY This chapter outlines the concept of hotel industry. It presents the overview of hotel industry, its history and it also discusses about the growth and trend of the hotel industry nowadays. When most of the tourists plan their trips, one of first steps is to look for the hotel and book the room at or near the place where they want to visit. These days, hotel is not as simple as the building; it becomes an industry that employs many people, especially the female. 1.1 What is hotel industry? Food, accommodation and dress are the three most essential things of human. Hotel or hotel industry alone provides two basic things: food and accommodation. So, what is hotel or hotel industry? Hotel is a part of the hospitality industry which is an umbrella term for a broad variety of service industries including, but not limited to, hotels, restaurants and casinos. Hotel is often referred as a “Home away from home”. If we consider meaning of hotel in the dictionary, a hotel is a building where you pay to have a room to sleep in and where you can eat meals (Cambridge dictionary) or a hotel is an establishment that provides paid lodging on a short-term basis (Wikipedia) According to A.M. Sheela, the author of the book “Economics of Hotel Management”, hotel is the place where the tourist stops being the traveler and become a guest. Hotel usually offer a full range of accommodations and services, which may includes suites, public dinning, banquet...
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...I. Applying TQM in Hospitality industry The hospitality industry has strong market competition; therefore, customer satisfaction and retaining loyalty will be crucial for a hotel’s success. The concept of quality management in hospitality industry is very important. The hospitality industry is one of the most important industries in the world that has been growing at unprecedented rate owing to the increased rate of globalization. The increased activities in tourism industry and increased international trade are among the factors that have led to increased growth of the hospitality industry. Total Quality Management (TQM) methodology can help organizations to achieve business excellence by improving customer satisfaction, cost effectiveness and competitive advantage. This methodology is useful for the hospitality industry. In a hotel, any quality problem will encourage guest complaints. A hotel serves human beings and everyone has different preferences and requirements which makes it more difficult to control quality in a hotel. For successful TQM practice, organizations have to integrate the quality management into the business strategy and to align the goals both horizontally and vertically throughout the various levels within the organization. In a typical hotel, there are three vertical levels - the senior management level, the business level (middle management) and the functional level (shop floor). Horizontally, there are departments – front office, food...
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...CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Copyright 2010 by Srinakharinwirot University CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Alin Sriyam. (2010). Customers Satisfaction towards Service Quality of Front Office Staff at the hotel. Master s Project, M.A. (Business English for International Communication). Bangkok: Graduate School, Srinakharinwirot University. Project Advisor: Dr. U-maporn Kardkarnklai. Due to the increasing competition of service business and the high demand of the customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and perception...
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...Marketing Excellence Student’s Name Institutional Affiliation 21st January 2015 Marketing Excellence -The Ritz-Carlton The Ritz-Carton Hotel places special emphasis on their customers’ satisfaction through their vital and unmatched customer service. The Hotel ensured this is possible by reinventing the customers’ view and experiences of the customer service in a luxurious hotel. The Hotel has the finest facilities such as private baths, fresh flowers and personalized customer service, which is unlike other five star hotels. As other competitors concentrated on defining themselves through facilities, amenities and the prestigious rooms, Ritz-Calton took a different direction - unique emphasis on customer service and experience. Ritz-Calton ensures that all guests have a memorable experience at the hotel by meeting their every need, including those needs and wants that are unique to them. In order to compete effectively with other five star hotels, Ritz-Carton Hotel ensures that the staffs are well trained on how to handle the customers. The staffs are trained on the three steps of consumer service that involve welcoming the customer in warm sincere greetings , ensuring the full satisfaction of the customer’s needs during the stay at the hotel and finally a fond farewell and letting the customer know that he/she is welcome again. The guests are treated with utmost respect and warmth that ensures customer is fully satisfied (Alsabbagh & Ahmad, 2013). This ensures that Ritz-Calton...
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...r Hotel is a luxury five star hotel, positioned near the edge of the Sydney harbour and it is located in the central business district Sydney Australia. This most beautiful luxurious hotel overlooks some of Sydney’s key sceneries such as the Opera House, the Royal Botanic Gardens and various historical buildings. The Emperor is 17 floor building and has 302 rooms including the Emperors Suite which is located just under the rooftop lounge where only VIP guest members can access. The Emperor hotel has a function area where it can hold up to 2000 guests and has 5 private business conference rooms, a 2 hat restaurant, Royal Café and 24 hour fitness centre and more. This luxurious five star hotel concentrates on customer satisfaction and delivering the best and high The Emperor Hotel is one of 4 top international hotels located in the central district Sydney Australia. This particular hotel attracts domestic as well as international guests. 2008 and 2009 winner of Australia’s Top Restaurant, 2 hat restaurant, Circular attracts many high profiled guests as well as the newly furnished Royal Café. Unlike any other cafes in five star hotels, Royal Café is a sweet dessert/patisserie café. It is located on the first level of the Emperor Hotel and it is easily visible from the entrance of the hotel. The Emperor Hotel offers customer loyalty satisfaction privileges. Such as, privileges of reservation waiting list at the Circular Restaurant or free complimentary breakfast at the Royal Café...
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...Internship/Dissertation Report On Organizational Commitments of Employees in Hospitality Industry By Md. Rubayet Hasan ID NO.: 2013210005069 Program: MBA (Friday) MASTER OF BUSINESS ADMINISTRATION MAJOR IN HUMAN RESOURCE MANAGEMENT School of Business Studies SOUTHEAST UNIVERSITY, DHAKA, BANGLADESH Date of submission: 23rd January, 2015 1 Internship/Dissertation Report On Internship/Dissertation Title An internship/A dissertation report submitted to the School of Business Studies, Southeast University, Dhaka in partial fulfillment of the requirements for the award of the degree of Master of Business Administration Major in Finance By Md. Rubayet Hasn ID. NO.: 2013210005069 Program: MBA (Friday) School of Business Studies Under the supervision of Afreen Ahmad Hasnain Lecturer School of Business Studies Southeast University Dhaka, Bangladesh 2 Organizational Commitments of employees in hospitality industry Submitted By Md. Rubayet Hasan ID. NO.: 2013210005069, a student of MBA Friday Program has been accepted as satisfactory in partial fulfillment of the requirement for the degree of Master of Business Administration major in Human Resource Management on January 23, 2015. BOARD OF EXAMINERS (The board constitutes by four multi-disciplinary faculty members headed by one convener at the level of minimum assistant professor. The concerned supervisor will be included as the mandatory members.) 1. ______________________________________________ Designation:____________________________________...
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...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
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...Factors and Customers Satisfaction of Budget Hotel Customers in China Yang Yu http://eprints.utcc.ac.th/id/eprint/1337 © University of the Thai Chamber of Commerce EPrints UTCC http://eprints.utcc.ac.th/ FACTORS AND CUSTOMER SATISFACTION OF BUDGET HOTEL CUSTOMERS IN CHINA MS. YANG YU A Thesis Submitted in Partial Fulfillment of the Requirements For the Degree of Master of Business Administration Department of International Business International College University of the Thai Chamber of Commerce 2012 Thesis title Name Degree Major title Thesis adviser Graduate Year Factors and Customers Satisfaction of Budget Hotel Customers in China Yang Yu Master of Business Administration International Business Assistant Professor Dr. Arisara Seyanont 2012 ABSTRACT The purpose of this research was to study the customer perception toward marketing mix (7P’s), customer satisfaction and customer loyalty of budget hotel in China. The researcher distributed 450 questionnaires during the month of September to October to the customers who stayed at budget hotel in China. There were 400 questionnaires completed and usable. Collected data from questionnaires processed by computer program in terms of frequency, mean, standard deviation and regression. Results showed that customer perception toward product/service and promotion had a positive impact on custom satisfaction, and customer satisfaction had a positive impact ...
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...STUDY Leading Hotel & Resort Brand Harnesses the Voice of the Customer to Improve the Guest Experience About the Brand One of the leading hotel and leisure companies in the world has over 1,000 properties spanning eight different brands in 100 countries and approximately 145,000 employees at its owned and managed properties. The company is also one of the premier developers and operators of high quality vacation interval ownership resorts. “ We were specifically looking for a tool that would provide the managers with a quick snapshot of the top ten guest compliments and top ten guest complaints each month... ...We also wanted to allow them to be able to drill down to look at the actual comments. Challenge: With a reputation for driving ever-higher levels of guest loyalty, satisfaction and brand advocacy, the hospitality company strives to continually improve its guest experiences. And what better way to accomplish that goal than by gaining a deep understanding of the wants, needs, and preferences of its guests? Indeed, collecting and analyzing customer feedback on an ongoing basis lies at the heart of the company’s day-to-day operations and overall growth strategy. Each of the hotels across the hospitality company’s entire portfolio of renowned brands automatically invites guests to complete a brief online satisfaction survey following their stay. The survey consists of standard questions with answer choices for rating different aspects of the guest experience, from...
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...hospitality firms' standardisation of products and provision of consistent service quality. Hospitality firms are intensely competitive and firms tries to maintain their centre of interest on customers wants and needs to achieve their satisfaction and stand still on customer’s expectations. According to a research features of service or product are not important than the quality of service that plays a significant role for achieving higher customer satisfaction and customer loyalty (Donnelly et. al, 2006). When a customer decides to go for a lunch or dinner in a 5star hotel or a couple plans to travel and book a hotel room all they expect is quality service. There’s a level of quality in service which goes up with the grade of hotels and the expectations of customers are also attached with these standards. This image of providing low, medium and high level quality service as per customers is hospitality. There are some benchmarks for everything in hospitality industry and those are known as standardisation of products and with that comes consistent service. Market research has proved that high quality of service leads to loyal customers, attracts new customers to the service provider, creates positive mouth publicity, increased employee job satisfaction, employee dedication, increased business market share and also improves corporate image of the firm (Berry et. al, 1989)...
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