...program, on implementing EarthCare program nationally at Kimpton. The company had been successful in supporting environmental sustainability by introducing non toxic cleaning products, organic coffee and recycling paper, cans and cardboard. Michael pace was passionate to implement EarthCare program to all it’s hotel chains but was reluctant to introduce any product or process that might be expensive than the existing ones. Can it be possible for Kimpton hotels to implement EarthCare program nationally without incurring any additional expenditure on products or process? Environment sustainability initiatives provided Kimpton hotels with several benefits. The company was able to cut down unwanted use of energy by introducing low power bulbs, reusing linens and recycling paper and cupboards. With the help of environment sustainability initiatives, the company was able to differentiate itself in the industry by branding itself as a unique chain with distinct value proposition. Moreover, the company was successful in gaining first mover advantage in the entire hospitality industry. Kimpton hotel incurred various cost for implementing the program nationally. Such as the cost to hire an external advisor, Jeff slye, opportunity cost, salary/benefits to hire eco-product specialist, and the possible customer dissatisfaction related to launching new and eco friendly products. The EarthCare program aligns well with kimptons brand and mission, which is to preserve the care principle...
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...program, on implementing EarthCare program nationally at Kimpton. The company had been successful in supporting environmental sustainability by introducing non toxic cleaning products, organic coffee and recycling paper, cans and cardboard. Michael pace was passionate to implement EarthCare program to all it’s hotel chains but was reluctant to introduce any product or process that might be expensive than the existing ones. Can it be possible for Kimpton hotels to implement EarthCare program nationally without incurring any additional expenditure on products or process? Environment sustainability initiatives provided Kimpton hotels with several benefits. The company was able to cut down unwanted use of energy by introducing low power bulbs, reusing linens and recycling paper and cupboards. With the help of environment sustainability initiatives, the company was able to differentiate itself in the industry by branding itself as a unique chain with distinct value proposition. Moreover, the company was successful in gaining first mover advantage in the entire hospitality industry. Kimpton hotel incurred various cost for implementing the program nationally. Such as the cost to hire an external advisor, Jeff slye, opportunity cost, salary/benefits to hire eco-product specialist, and the possible customer dissatisfaction related to launching new and eco friendly products. The EarthCare program aligns well with kimptons brand and mission, which is to preserve the care principle...
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...Kimpton Hotels’ EarthCare Program Case Study Kimpton’s environmental sustainability initiatives have proven successful and helpful both in terms of their business and environmental benefits. Environmental development is one of the benefits of redirecting waste. Some of the benefits are demonstrated in their rollout phases. Such phases as the introduction of non-disruptive and cost-reducing operational practices such as a recycling program, their own towel/linen reuse system, and promotional materials printed on recycled paper, non-toxic cleaning products, and complimentary coffee that was organically grown. Furthermore, investing in water and energy conservation using organically grown cotton for their linens helps move Kimpton Hotels closer to being more environmentally sustainable. The most fundamental changes, renovating hotels or using these approaches in new hotels not only revolutionizes their hotel, but also allows for a mass appeal from consumers looking for a place to stay while lightening their environmental impact at the same time. This case study continues by discussing some of the possible benefits of the EarthCare program, specifically dealing with availability of non-toxic cleaning agents. Kimpton’s found that spot remover; furniture polish, disinfectants, bleach, carpet cleaner, air fresheners, and many other common cleaning products can contain hazardous compounds such as toluene, naphthalene, and xylene. These and other hazardous ingredients found...
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...is the CEO of Commune Hotel and Resorts. She grew up in Massachusetts and has a strong Greek background and has been around restaurants for most of her life as her grandmother owns Charlie’s Diner. Niki graduated from the University of Massachusetts and now resides in San Francisco. She studied hotel and restaurant management and after completing college went to work for Marriott, Ritz-Carlton, Kimpton Hotels and then Commune. Along her journey, Niki has learned and developed many core competencies that have helped her to be a very successful woman. These core competencies range from dealing with people, to dealing with business to self-management competencies. When it comes to dealing with people, Niki can definitely establish focus. She communicates the goals of the business to the employees to ensure the customers’ needs and wants are met. In order to communicate well Niki must possess attention to communication as well as good oral and written communication. She also empowers others, part of this being that when hiring she looks for innovative outgoing people that will come up with new ideas to help Commune achieve customer satisfaction. She also possesses high customer orientation. She knows that hotel goers are no longer just looking for a comfortable bed, that they want a memorable experiences and she strives to give this to them. In dealing with business, Niki obviously possesses technical expertise. One does not become the CEO of a major hotel without this. Niki also...
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...Rosewood has been a successful hotel company built on a reputation of luxury and the “uniqueness” of the location of the hotel. Despite their success, there are Trustees on the Board who believe that Rosewood is not harnessing the power of their brand. Consequently, they are considering undergoing a corporate branding initiative to improve brand recognition, in order to promote repeat guests, and to cross-sell usage of properties. In order to determine whether this initiative is worthwhile and to provide information for the Board to make a decision, both John Scott and Robert Boulogne would like to calculate the customer lifetime value (CLTV) as a part of the information to provide for the Board of Directors’ meeting. Furthermore, at an estimated operations investment of $1 million per year, not only does this decision carry large monetary considerations, it would also be a complete change in direction for the company in terms of its marketing strategy. John Scott was elected by the Board to the CEO position to take Rosewood into a new direction. Rosewood was suffering from low brand recognition from their guests and oftentimes, some guests were not aware that they were staying a Rosewood hotel. Although some properties experienced 40% of returning guests, only 5% stayed at another Rosewood property, compared to corporately branded hotels this was slightly low since corporately branded hotels experienced 10-15% return guests across the brand. Scott hoped to emulate...
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...Group Research Paper Amenities for Generation Y December 1, 2015 Andrew Walls HTM 561 Hotel Operations Management Group #1 Kenneth Choi 911754238 Gayle Lachica 915008047 Jazmin Martinez 913612640 Jillian Sobol 913786307 Jenny Wang 911562020 Introduction: During the past decade the hospitality industry has grown drastically. People are traveling and spending more than ever. Specifically, Generation Y, also known as the Millennial Generation, has started to surpass the Baby Boomer generation in size. This year, in 2015, it is projected that the Millennials (ages 18-34) will surpass the Baby Boomers (ages 51-69) with a staggering 75.3 million compared to 74.9 million (Fry, 2015). The Millennial Generation have one distinct characteristic that differentiates them from the rest of the generations and that is growing with the technological advancements as fast as they are being developed. Millennials by far have the highest percentage of smartphone usage than any other generation. As a result, Millennials are rated at the top of social media use. This is another aspect previous generations have never had before and that is social media presence instant gratification. Websites such as Yelp, TripAdvisor, AirBnb, and more offer a preview of a service or product. As well offer a reviewing system in which they are able to read the experience of other people. This design highly influences the decisions...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...4: The Price of Luxury Luxury Trends Best Five-Star Values Best Value for $135 Chapter 5: International Travel Habits Most Popular U.S. Cities for Foreign Travelers Top International Spenders for U.S. Hotel Rooms Chapter 6: Prices Paid at Home and Away Traveling Abroad Traveling at Home More at Home or Away? Chapter 7: Wanderlust Cuisine Art & Design Shopping Health & Wellness Adventure Music Chapter 8: 2014 Travel Trend Predictions Major Sporting Events Drive Travel Special Focus on Business and Meetings Professionals Travel Like a Local Chapter 9: Travel Talk Hotels.com Highlights of 2013 and About Hotels.com Page 2 Pages 3-5 Page 6-15 Pages 16-19 Pages 20-24 Pages 25-27 Pages 28-29 Pages 30-31 Pages 32-37 Pages 38-39 Pages 40-42 Page 43 H o t e l s . c o m ® H o t e l P r i c e I n d e x ™ F u l l Y e a r 2 0 1 3 1|P a g e Introduction The Hotels.com® Hotel Price IndexTM (HPI®) is a regular report on hotel prices in major destinations across the world. The HPI is based on bookings made on Hotels.com sites and prices shown are those actually paid by customers per room per night, rather than advertised rates. Now in its tenth year, the HPI is respected as the definitive report on hotel prices paid around the world and is increasingly used as a reference...
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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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...2014 Trends Report Top 10 Global Spa and Wellness Trends Forecast 2014 Trends Report Top 10 Global Spa and Wellness Trends Forecast This is our 11th annual Trends Forecast, and I have never been more excited about the spa and wellness industry. So many of the trends we predicted over the past decade are now coming to fruition…helping businesses thrive and helping people live more healthfully every day. At the same time, we are seeing new, provocative ideas that will have a dramatic impact around the globe. The 2014 trends reflect an industry that is reimagining core elements of spa and wellness and exploring brave, new directions. It is gratifying to see a healthy dose of healthy travel in several of the trends; bold new ideas in mainstays like aromatherapy and hot springs take hold; and the development of new models for classic destination spas. It is also rewarding to watch trends in technology, beauty and fitness shape how we will live (and look)—and even take note of how the industry will help people address dying, illness and major life changes. And finally, there is a trend we forecasted in 2013 that continues to capture our imagination: mindfulness. We feel strongly that it is important to watch how this is evolving, and you’ll see a short synopsis of this “über trend” in the report. Spafinder Wellness 365™’s Trends Forecast reports on what is happening in our industry, but we also strive to present a true forecast of what lies ahead. Some ideas are still on...
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...Professor Manager Lecturer Student Nurse Others___ 5. What is your monthly income? Below S$1,000 S$1,000 – S$1,999 S$2,000 – S$2,999 S$3,000 – S$3,999 S$4,000 – S$4,999 S$5,000 above 6. What is your marital status? Single In a relationship Married Divorced Widow 7. How often do you book a hotel in 1 year? Less than twice 3 – 5 times 6 – 8 times More than 8 times 8. How many times do you travel within 1 year? Once Twice 3 times More than 3 times Never 9. How many times do you visit hotels annually? Once a year Thrice a year Occasionally Not so often Factors affect customers’ decision making: 10. What factor will affect you when you are choosing a hotel? (can pick more than 1) Price Hygiene Brand name Location Surrounding Food Room layout 11. Which factor will you consider first? Price Service 12. You realize the hotel through Network Advertisement Magazines Newspaper Friends Other_____ 13. How do you book a hotel usually? Internet Telephone Travel agency Hotel front-office 14. What is the reason behind your visit or short stay in a hotel? Vacation Business trips Travel...
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...Business environment is the sum total of all factors external/internal to the business firm and that greatly influences their functioning. This interaction helps in strengthening the business firm and using its resources more effectively. 1. Internal Business Environment: Ritz Carlton was in the Hospitality industry and ran 30 Luxury hotels across the world. Their philosophy was to combine commitment and innovation to provide best-in-class service to their customers. 2. External Business Environment: It was obviously a very competitive market and players were always trying to improve their standing in the market. The head of the Carlton group was aware of this environment and although his group was one of the leaders in the market, he knew that a status quo will definitely do irreparable damage to the group. They wanted to build the image among the customers. He has now thrown open a challenge to all the hotels in the group and asked each of them to come up with ideas to make the business more competitive. 2. How did the company manage the team implementation? 1. New teams implemented: An announcement was made to shift the operations of the hotel from the existing structure to team based structure. The implication was that there will be no managers, only teams. The team as a whole would now manage itself, and not be managed/supervised. Many teams were created in charge of different service such as Pre-arrival, Culinary, Banquet, Restaurant, Concierge, etc. 2. Dealing with...
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... Subject: Economics of entrepreneurship Date: 02.05.2011 The Park Turon Introduction The 4 star Park Turon hotel opened in 2009 . The newest modern 11 floor building deluxe Hotel of Tashkent, designed to delight guests with its luxurious accommodations, is seeped in the warm tradition of Indian and Uzbek hospitality combined with International standards. Vision statement Every Room - A Home Mission statement Together we provide a caring, consistent and enjoyable experience, always enticing guests to return. To accomplish this, we attract, develop and appreciate talented people who are part of an inspired and dynamic team. Our success is measured by continuously enhancing our reputation, market position and financial performance to set the Tashkent luxury hotel standard. Accommodation Total Number of Rooms: 120 - Superior Guest Room: 56 - Premium Guest Room: 49 - Privilege Guest Room: 8 - Privilege Grand Guest Room: 7 Hotel Facilities * The Lounge Bar * The Park Café * Business center * Two meeting room * Non-smoking rooms * Indoor swimming pool * Sauna (female/male) * Massage rooms * Fitness Center * Outside Parking Organizational structure Board of directors Responsibilities of some positions: Organizational structure of the Park Turon Hotel is hierarchy. General Manager. A General Manager is responsible for the overall strategic planning and direction of the company...
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...1. Executive Summary We have developed a team of 6 members from our course MGT 489 and came up with this Strategic Plan or Business Plan for a Hotel. We have successfully completed this plan with all our known knowledge. Fro the purpose of developing our Strategic / Business Plan, first of all we have given our hotel a name, i.e. “Grand Royal”. In our Strategic / Business Plan we have discussed several factors that are required in developing a good and implementable plan. This plan required a broad-based understanding of changes taking place in the marketplace in which the company competes, or plans to compete, and the ever-changing financial markets. In-depth technical skills in a variety of disciplines such as financial analysis, sales and marketing, latest technology, and managing growth are critical components in assessing a company's opportunities and risks. Now, let us understand the purpose of a Strategic / Business Plan. Business / Strategic Plan Purpose: Introduction: In today's highly competitive environment, formal business planning is an essential element in achieving business success. A well-written business plan is primarily a communication tool used to obtain financing. In certain instances, particularly with our early stage company, this business plan also serves as a strategic plan. Considering that lenders are inundated by numerous investment opportunities from which they choose only a few, this business plan describes our story and how we intend...
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...oWHAT IS HAPPENING TO THE HOSPITALITY INDUSTRY OVER TIME? 10 GLOBAL HOSPITALITY TRENDS IN HOTELS & RESORTS Time to time hospitality industry experiences important changes that impact globally the hotelier industry practices. Currently global economics factors and increase international travel and tourism volumes, driven by the growing BRIC economies. As well mega events in Europe and South America from 2012 through 2016 have impact the global hospitality sector. As result owners and managers are implementing news worldwide practices to enhance value and competitiveness such as sustainability and brand refreshment (Ernst & Young, 2012). This report will present and reveal top ten trends and issues considered to be primary areas of focus in the global hospitality industry at present time. Firstly this essay will start presenting the new emerging trends in hotels and resorts services and practices. Secondly will reveal a key issue for owners’ and hotel chains .Lastly one main trend that has brought opportunities to increase hotel demand in the global market. In order to be more efficient and more competitive hotels services and practices have suffered changes. Firstly there is less service provided by the staff and more service provided by the guest. It starts from making one's own reservation, self checking in to help self-service breakfasts. The second trend is forever changing employees which cause a shortage of 10-15 million skilled workers in this industry. Consequently...
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