...Home National Bank 902 Home Avenue Portland, Oregon 97207 March 8, 2008 Mr. George W. Marlon Boston Transit Authority 57 West City Avenue Boston, MA 02110 Subject: Magic Loans Dear Mr. Marlon, At this time, each year, everyone thoughts turn to vacation plans and home improvements. If you are considering a major recreational purchase or home improvement this year, you may want to find out about Magic Loans Home National Bank. Magic Loans is loan that is made against equity that you have in your home. Magic Loans can be used to buy the car or anything you have always wanted. They can also be used for conventional FHA home improvement loans, such a private swimming pool. Of course, a Magic Loans does not have to be used only for recreational items. You may want to use money that is now equity to pay for college expenses for your children. So if you have equity in your home and would like to talk with someone about the possibility of borrowing against that equity, please complete the postage-paid replay card include with this letter. Just drop it in the mail and a Home National Bank loan officer will call you to explain Magic Loans possibilities as well as to answer any question you may have. Let us help make your dream come true. Sincerely, John M. Peters President PS If you need more information on Magic Loans, please contact Home National Bank by calling (350) 421342 or email us here ! Inquiry Letter Sample ...
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...RUNNING HEAD: Hotel Escargo Hotel Escargo AIU – MGT656 Abstract This paper will have a well developed summary of the initial observations about Hotel Escargo. It will identify the hotel needs and rank them in order of importance. It will identify two to three areas for improvement for the hotel over the next three to six months. It will also refine those areas further into a job design and a measurement strategy for ensuring these changes are for improvement. Hotel Escargo Introduction A summary of the initial observations for Hotel Escargo to identify the hotel needs and rank them in order of importance. The simple things a hotel should have include WiFi, better placed outlets, coffee makers, forgotten items, and free breakfast. Hotel Escargo has a few areas that could use some improvement. These areas are check-in and check-out system, complimentary breakfast, and forgotten items. These improvements will take work and a job design is called for to make these changes happen. In order to ensure the improvement is beneficial, a measurement strategy will be put into place. Hotel Needs There are things that every hotel should have. These needs include in rank of order of importance WiFi, outlets, forgotten items, coffee makers, and complimentary breakfast. Almost everyone today does not travel without a device that is WiFi capable. These devices include laptops, cell phones, game players, etc. These devices need a place to be plugged in which means there...
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...RESORT AND HOTEL OPERATION ARGUMENT ESSAY Name: Tuong Vy Dinh Student ID: din12236844 Subject: Resort and Hotel Operations Lecturer: Lynn Richardson Tutor: Ajay Khatter The development of hospitality industry has been putting more pressure on hotel and resort managers. They not only satisfy their customers’ service expectation but also please their hotel owners wants with limited budgets. Although the “balanced scorecard” has been applied recently, it seems to be hard for the managers to adjust the balancing between these desires of two important elements in hotel and resort processes. This essay will analyze these expectations, the application of balanced scorecard in the hotel and resort industry and exam whether it is helpful to solve to conflict between owner and manager or not. In the competitive environment, understanding what customer expect and want is the most significant step to have a good service. According to Parasuraman (1988) and Richard (1997), customer expectations are reflected the service quality and customer satisfaction. However, hotel guests do not use only unique expectation; they may adopt many types of desires to judge hotel service. Predictive expectation- prediction what level of service that the customer will receive and normative expectations – what service that the guest believe that the provider will offer to them, are the most prevalent types being used to evaluate (Tam, M 2005). Moreover, location, furniture, price, hotel category,...
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...C-Situational Analyses Amber Inn and Suites, Inc. has recently undergone managerial changes. After five years of less than satisfactory returns, it is evident that more aggressive marketing strategies are necessary. Amber Inn and Suites must compete with top brand name hotels who offer services and amenities that are not available to Amber Inn and Suites customers at the present time. Recent stabilization of the economy enables Amber Inn and Suites chances of increasing profitability in the near future. To achieve this goal, the market needs are to expand to urban areas and offer more hotel amenities. Market Summary Amber Inn and Suites target markets including business travelers who plan to stay longer than 2 days. With the economy slowly rising to stability at a steady pace and new companies are trying to start up, there is the opportunity for out-of-town business meetings with investors. The current market for hotels and bed and baths are expanding and showing an increase in demand. According to statistical data, all hotel segments and levels of profitability have evidenced improved performance, due to increased stability of the economy. Amber Inn and Suites market objectives is to increase revenue of the hotel by increasing number of overnight stay along with developing relationships with more travel agencies in connection to recommending Amber Inn and Suites to more people. Market Needs Amber Inn and Suites offer the best of both worlds. They are located close to major...
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...ITHM – 101 Workshop - 1 Evolution of the Hotel Industry The hotel industry dates back to antiquity, where the need to exchange goods between different civilizations, q traders to travel from one country to another to perform this exchange, initially this type of service is free at this time to accommodation traders were kings built shelters on the roads, to encourage trade and protect merchants from thieves. The story is based on ancient Rome, there were instituted several places. on the roads had taverns and inns which met the needs of travelers and locals. In the tenth century | v, when in composition of the feudal order, taverns and inns offering accommodation, food and drink had become a common reality. The inns, most small, rather primitive accommodation offered which included stables for horses. Economic improvements and the expansion of trade, hospitality and public catering private were shown to be inadequate. Public accommodations began to appear during the Roman Empire, being located along trade routes and major thoroughfares.( Sthele, Friedländer, Sarkis). The majority of these were of the third class accommodation since they were served a single poorer classes. The hosters had a very bad reputation. But it is not until the Industrial Revolution that arises progress begins as such in these shelters, then fine, innovations that were started in Europe, consolidating at that time as the best in the world. The Crusades gave a strong impetus to trade, and the...
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...The Regal Carnation Hotel, Guam Problem Statement: Steve McKenzie a management consultant from New Jersey reflected back on his Easter Holiday trip where they stayed at The Regal Carnation Hotel in Guam. He remembered the false advertisement of the website, many missed opportunities, and the lack of management and customer service on a vacation that over promised and under delivered. He contemplated writing a letter to the Hotel owners and management, although he may not personally receive something in return, knowing he may be able to make improvements on future travelers was motivation enough. Key Issues: 1) Management/Customer Service 2) Website Content 3) Lack of return visitors (distance, target audience) With Steve’s background in Management he felt that he would be able to offer some important insights in these three areas that would allow the hotel to make much needed improvements. Management/Customer Service There were many opportunities for improvement in both customer service and from a management standpoint as well. Initially upon their arrival to Guam the hotel failed to remember a scheduled airport pick up. It was only be accident that they ran into the front desk manager of the hotel who was there picking up another guest, this in turn would lead to an additional 45 minutes of wait time. McKenzie noticed that the front desk manager was utilizing his personal vehicle rather than a company vehicle; this may have been a bad omen for the...
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...CHAPTER 1 INTRODUCTION Background of the study Just famed for its exceptional standards of efficiency, service and five-star hospitality, the elegantly sophisticated Nairobi Serena is a member of the Leading Hotels of the World group and is consistently voted ‘Best Hotel in Nairobi' by airlines and international travel magazines alike. Despite its pivotal central location, the Serena remains true to its title and offers an oasis of serenity amidst the bustle of one of Africa's most vibrant capital cities. The Leading Hotels of the World is a hospitality association owned by Hotel Representative, It represents over 430 hotels and resorts worldwide. Headquartered in New York City, the association maintains offices in 24 cities worldwide. The Leading Hotels of the World started as a reservation service for independent hotels. It is now a full-service hotel consortium which supports sales and marketing, advertising and public relations, financial services, quality control, and hotel inspections for its member properties. It is not a hotel chain itself; its member hotels are typically independents, though some are themselves individual properties that are part of chains. Leading Hotels of the World is an example of affiliate marketing Founded in 1928, The Leading Hotels of the World...
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...Running Head: Identifying Quality Issues within a Struggling Retailer: Starwoods Hotel and Resorts Outline Submitted by: BSOP 588: Managing Quality Instructor: Richard Sheng September, 2013 BSOP588 Final Project Proposal Outline-Jemetie McKeithen 1. Identifying Quality Issues within a Struggling Retailer: Starwood Hotels and Resorts 2. Starwood Hotel and Resort 3. Background/overview of organization • 145,000 employees (2013); 1,162 stores • Hospitality • Hospitality/Vacation Rental and Sales/Customer Service • Brief synopsis of Quality management processes: Juran’s Quality Management seems to be the attempt of the organization. Planning- the organization appears to be planning ahead but more so for the new facilities for which it intends to aware…currently on the list for company’s least like to acquire or keep stockholders indicates a lack of commitment even by those who appear to have the most to gain or lose. Control-The company is losing control of their management, their employees and their investors Improvement- the company is attempting to make changes internally as well as externally; however, seem to be stumbling over their feet. 4. Introduction to the Problem • Identify the Quality Issues that need to be addressed o Performance issues that have continued to be present and duplications since 2009 o Customer service issues due to employees who are not satisfied therefore there is reduce morale and production ...
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...people from different cultures, thus educating people, is brought about by the hospitality industry. Hence, Hospitality industry plays a major role in the development of economies. The hotel industry is a sector of hospitality business that revolves around providing accommodations for travelers. Success in the hotel industry relies on catering to the needs of the targeted clientele, creating a desirable atmosphere, and providing a wide variety of services and amenities. Managing hotels has grown from its modest roots in providing the bare essentials of lodging into a large, multi-faceted, and diverse industry. (www.wisegeek.com) Hotel-keeping is a cyclical industry that closely follows the nation's economic phases. Wide swings carry the hotel business between peaks of exceptional profits and troughs of outright distress. Hotels are important globally as providing the facilities for recreation and entertainment, meeting and conferences and business transmission. When hotels are essential for the economies and societies are appropriate to transport. Hotels contribute the output of goods and related services which build well-being of their nations and communities. Visitors spend the hotels and contribute the local economies directly and indirectly. When foreign visitors avail the facilities of these hotels the foreign currency is earned through the visitor’s payments. Hospitality industry becomes the source of employment especially for the labors and...
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...Introduction Penang Mutiara Hotel is one of the luxurious hotels in South-East Asia. Mutiara Hotel is owned by Pernas-OUE of Malaysia. Mutiara name means pearl. Penang Mutiara Beach Resort located on a prime beachfront at Teluk Bahang, Penang, or known as glowing bay. It will herald a new standard for an Asian resort hotel. Mutiara Hotel was ranked 19 of 91 hotels in Penang Island. Mutiara Hotel was five-star resort in the Teluk Bahang, Penang. The hotel has been close down on 27 March 2006 for the renovations. Unfortunately, the Penang Mutiara Beach Resort is still closed until now because the renovation. Mutiara Hotels was opened at Johor Bharu. Mutiara Hotel Johor as ranked 5 of 70 hotels. 1.0 The role that the operations function can play to achieve strategic success Planning means deciding what to do, how to do it, when to do it and who will do it. Through planning the organization move its present position to a desired position and helps it prepare itself to reach that position by assembling the resources necessary. Mutiara Hotel needs to set the goals and objective for the hotel and need to develop most appropriate strategies to achieve them. The management need to analyze internal and external factors that may affect the company. The financial and the technical status need to be considered and then plans need to be implemented. Organizing means deciding on a course of action, the detailed organizing of the human and materials resources takes place. With...
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...Executive Summary The purpose of this portfolio is to help to achieve the learning outcomes for this module and to assess the knowledge and understanding of the material. Also, it is to provide an opportunity to develop skills in written communication, in investigating academic and industrial information sources for hospitality, and in self -management. This portfolio is based on the learning outcomes covered in this module. Presented in the main body of the portfolio are four facilities planning aspects of the hospitality, tourism and events industries. The four topics are: Maintenance and renovation, Outsourcing, Environmental Management and Technology. The main findings of the portfolio are that a HTE facility can reap many benefits from making renovations to the property. Also, that when considering whether a HTE facility should outsource services or retain them in- house they have many key points that they should take into consideration to help them make a decision. In addition, the portfolio highlights that a facility in the HTE sector can become significantly more environmentally friendly by following possible methods such as become more energy efficient. Finally, the portfolio finds that technology applications to guest services are becoming more advanced. Contents Page Page 1- Title Page Page 2- Executive Summary Page 3- Contents Page Page 4- Topic 1: Maintenance and Renovation (Appendix 1) Page 5- Topic 1 Cont. Page 6- Topic 2: Outsourcing (Appendix...
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...Building Better Home Improvement Experiences 2012 ANNUAL REPORT Building Better Home Improvement Experiences Learn more by visiting our online Annual Report at www.Lowes.com/2012annual or scan the QR code with your smartphone. Shareholder Letter Great customer experiences start with our associates, whether they interact with customers face-to-face or work tirelessly behind the scenes to simplify the complex business of home improvement. And together, Lowe’s associates are building better home improvement experiences. We’ve laid the foundation to transform our core business over the past two years, and we will continue our efforts in 2013 and beyond. We expect to generate compelling returns for shareholders as we further align our people, processes and financial resources to provide better home improvement experiences. 2012 PERFORMANCE We delivered solid performance in 2012. Comparable store sales grew 1.4% and total sales grew 0.6% to $50.5 billion. Net earnings increased by 6.5% to $2.0 billion and diluted earnings per share increased 18.2% to $1.69. Operating cash flows, along with the net issuance of $1.4 billion of long-term debt, were used to acquire $1.2 billion in fixed assets and return $5.1 billion to shareholders through dividends and share repurchases. Robert A. Niblock Chairman of the Board, President and Chief Executive Officer OUR PROGRESS Our transformation is centered on the customer. In the inspiration phase of a project, customers realize...
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...1823 - 836X Linking CRM Strategy, Customer Performance Measures and Performance in the Hotel Industry NOR AZIAH ABU KASIMa* AND BADRIYAH MINAIb b Graduate School of Management, Universiti Putra Malaysia Faculty of Economics and management, Universiti Putra Malaysia a Customer relationship management (CRM) has been increasingly adopted because of its benefits of greater customer satisfaction and loyalty, which in turn, leads to enhanced financial and competitive performance. This paper reports on a study that examines the relationship between CRM strategy and performance and determines whether the use of customer performance measures plays a mediating role in the relationship between CRM strategy and performance. This study contributes to the limited literature on CRM strategy since little is known about the use of CRM strategy and customer performance measures and their relation with performance in the hotel industry in Malaysia. Data were collected through a questionnaire survey of hotels in Malaysia. Hierarchical regression analyses on a sample of 95 hotels revealed that only the information technology dimension of CRM strategy has a significant and positive effect on performance. In addition, the hypothesis concerning the role of customer performance measures as a mediator was supported. Keywords: Customer relationship management strategy, customer performance measures, hotels, performance, mediator. JEL Classification Codes: M41, M31. AbStRACt INtRODUCtION ...
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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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...RUNNING HEAD: Hotel Escargo Hotel Escargo AIU – MGT656 Abstract As a hired consultant to Hotel Escargo’s management team, this paper will discuss improving the hotel’s procedures and increasing the quality and customer satisfaction. It will be an evaluation report for the management team about the observations and recommendations for improvement for the overriding quality issue for the hotel. It will also discuss how quality management can make the business more successful. Hotel Escargo Quality is the degree of excellence which can be applied to a broad range of items. It is functional, action-orientated and can be best described with multiple characteristics. These characteristics are quantifiable, either objectively or subjectively. The conformance to requirements or specifications is a common definition of quality. Quality is aimed at the needs of the present and future consumer. Quality affects productivity, cost, delivery schedules, workplace environment, society, and quality of government (Wadsworth, 2002). The fundamental aspects of quality include governmental, human, environmental, conservational, operational, consumer / marketable, and measureable. The governmental aspects of quality are the quality of rule, law, justice, defense, rights and privileges. The human aspects of quality are the quality of life, health, education, freedom, ethical and moral values. The environmental aspects of quality are the quality of clean air, unpolluted waters, potable...
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