...Case 1 — Pinetree Motel* Mr. and Mrs. Yong Kim had purchased the Pinetree Motel in 2008 with their life savings, supplemented by a loan from a close personal friend. The motel consisted of 20 units (i.e., rentable rooms) and was located near a vacation area that was popular during both the summer and winter seasons. The Kims had entered the motel business because Mrs. Kim had long wanted to run a business of her own. Both Mr. and Mrs. Kim felt that they had been successful. Each year saw a growth in revenue from room rentals. Furthermore, their bank balance had increased. They noted that many of their customers returned year after year. This was attributed to their location and their efforts to provide consistently clean ms and up-to-date furnishings. The Kims had no formal business training but felt their experience since acquiring the motel had alerted them to the management problems involved. Both Mr. and Mrs. Kim devoted their full time to operating the hotel. In addition, they hired part-time help for daily room-cleaning work. They had no dining facilities but had installed vending machines to supplement room rentals. The vending machines posed no inventory or maintenance problems as the vending machine company provided servicing and maintenance. A frequent guest at Pinetree Motel was Marcus Carter, controller of a large company. Mr. Carter visited a company branch plant near the motel several times a year. As he stayed at the motel during these trips, he became...
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...Contents Size of the market, growth pattern and evolution of the service…………………………………………...1 Implications for effective marketing………………………………………………………………………2 Environmental Factors……………………………………………………………………………………...4 Industry Players and Competitive Scenario………………………………………………………………..5 Marketing implications for existing players and new entrants…………………………………………….7 Size of the market, growth pattern and evolution of the service The Demand for Indian Tourism is increasing at 10.1% per annum. India will attract 25 million tourists by the year 2015. India currently has 2,00,000 hotel rooms spread across various hotel categories yet has a shortage of 1,00,00 rooms. |Hotel Category |No. of hotels |No. of rooms | |5 star /deluxe |165 |43965 | |4 star |134 |20770 | |3 star |505 |30100 | |2 star |495 |22950 | |1 star |260 |10900 | |Heritage |70 |4200 | |Uncategorized |7078 | | |Total |8707 |132885 | |Restaurants |12750 | ...
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...Riga Technical University Group Project The Park Turon 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...
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...Two-Person Writing Assignment (6-10 pages, double spaced): Two-person Assignment is (1) to define specific business problems/needs you may face, describe what the existing operations are and why they are problems, and provide the overview of the Industry the problems belong. (2) (Problem Descriptions), (2) to address the problems and needs by defining the solution steps/processes, and search relevant information technologies for the solution process automation on the specific problems and needs (Solution Process, Technology Applications and Automation). Two-Person Writing Assignment (6-10 pages, double spaced): Two-person Assignment is (3) to define specific business problems/needs you may face, describe what the existing operations are and why they are problems, and provide the overview of the Industry the problems belong. (4) (Problem Descriptions), (2) to address the problems and needs by defining the solution steps/processes, and search relevant information technologies for the solution process automation on the specific problems and needs (Solution Process, Technology Applications and Automation). The purpose of this paper will include an assessment of the role Information and Communications Technology (ICT) plays in addressing problems/needs in the operation of today’s hotels. In a highly dynamic market whose survival depends on responding rapidly to the changes in related factors; ICT systems must be custom designed to match the objectives of the...
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...Learning Team C-Situational Analyses MKT/551 Marketing Management July 18, 2011 Learning Team 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...
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...The five elements of negligence that apply to the case of Mr. Margrieter V. New Hotel Monteleone, Inc are Duty, breach, cause in effect, proximal cause and harm (damage suffered as a proximal result of the defendant’s breach of duty). Duty refers to an obligation one has to another party. If duty “constrains and channels behavior in a socially responsible way” (Owen, 2007), then the Hotel Menteloene has a duty to take reasonable measures to protect its guests from harm. Breach, an improper act or omission, can also be viewed as an element that exists in this case. The hotel did not provide adequate security, as it did not replace the security personnel that had called in sick. It is particularly a breach if the hotel has determined that security is necessary to protect the property and its guests. It provided one employee to monitor the rear door, but the employee is not reported to have experience in security. Evidence of lack of security at exits and entrances, As well as lack of camera security monitoring and alarms are all actions that created a situation in which Mr. Margrieter could be abducted without notice, as could any other guest. Cause in Fact refers to the direct cause of one party’s action leading to the harm of another. If the lack of adequate security has led to Mr. Margrieter’s injuries, then cause in fact can be shown. Two men unlocked his hotel room door with a key. If this is the case, then cause in fact does exist. It...
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...Workshop 1 For example: In the hotel industry employees will provide hassle-free, hospitality, personalized service to every customer. Overall attitude: Friendly/ Patience/Motivation/ be helpful/ Take the extra step Body language: Positive/Gentle Employees will bend their knees and try to be the same level with children, when they interacted with young kids. It will show our attention to them. Arguments: Employees will listen to customers carefully and try to find out what is the problem. Employees try to think from a customer’s point of view and try to show our attention. So that it will make the appropriate response. If it could not help to solve the problem, we need to explain that we will check it and come back to them within certain time. Appearance: clean/ under the hotel standard/ not long hair/ tidy/not long nails Empathy: Try to think from a customer’s point of view Attitude: Sincere, honest, reliable Sufficient -Knowledge: could answer the customer's basic questions Workshop 2 By any chance I was late 10 minutes to make the payment for my credit card. So employee explained to me that I will receive the penalty for 50 pounds. Obviously I was not happy at all and try to find any excuse to remove my penalty. However, employee spoken to me with good manner that customer should make a payment before deadline which is company’s policy. I was shouting to her that it was only 10 minutes late and it is not fair to have full...
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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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...CASE STUDY Introduction A wealthy investor, who is sitting on a pile of cash, is looking to set up a chain of hotels in a country known as Ulm. Ulm came out of a prolonged period of political turmoil recently and is a rapidly growing economy now. You have been appointed as a CEO working for this investor. You have access to the consultant report that contains detailed market research information on each location and the potential for each hotel type that could be set up. The consultant of Ulm has created a 6 year master plan for growing the hotel industry in his country. As part of this master plan, he has identified 15 cities where he wants the hotel industry to flourish. Some of these cities are commercial centers, some industrial centers, some recreation centers and some vacation spots. About the hotel industry The hotel industry is highly location sensitive and its cost structure and profitability depends largely on aligning the delivery format (see Exhibit 2) with the profile of travelers to that city. The profile of travelers in a city in turn depends on what the city is well known as. A commercial center is a city whose economy is service driven and sees a large influx of business travelers on weekdays. On the other hand, an industrial center is a city that has large industrial zones, with mostly manufacturing based businesses, and sees a uniform inflow of travelers on business throughout the year. Other cities are well known for recreation spots and see a deluge...
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...Nathan Kim October 19, 2013 Sustainability Roundtable: Sustainability and Luxury Facilitator: Natalie Chan, The Peninsula Hotels In this session of the Sustainability Roundtable, the participants discussed how the luxury segment could adopt sustainable practices in a way that enhanced environmental awareness. The challenge here is in implementing sustainable practices while simultaneously minimizing costs and maintaining if not improving guest satisfaction. Facilitator Natalie Chan of The Peninsula Hotels posed the question, “can luxury be sustainable, or are we deluding ourselves?” Kirby Brendsel, Associate Director of Starwood Global Citizenship, took Natalie’s question a step further. He felt that asking if luxury can be sustainable is premature and we must first define what sustainability in luxury looks like. This was a rhetorical question since Kirby believes if he asked twelve people to describe luxury in sustainability he would receive twelve different responses. Paul Snyder, VP of Corporate Responsibility in InterContinental Hotels Group, had an answer to Kirby’s paradox. Paul suggested that luxury has both a generational and a cultural component, which is why the definition of luxury and sustainability are both moving targets. Natalie acknowledged this point by saying that we are looking at the next generation of luxury customers, those of us who will be guests ten years from today. When it comes to sustainability, we must consider our future guests’ perspectives...
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...Running 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...
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...TITLE: Villa Pena Resort Reservation System Introduction: “Due to the enormous increase in tourism worldwide during the last decades of the 20th century, standards, especially those of smaller establishments, have improved considerably. For the sake of greater comparability, systems have been introduced.” Technology in the form of computers, communication devices and laborsaving mechanical equipment has had and will have a major effect on the way in which hotels are managed and operated. The speed with information is accumulated, stored, manipulated and transferred is such that today most travelers expect that the hotel rooms they rent will allow them to be as productive as they are in the office or at home. Moreover, the legal and regulatory environment are increasingly important to all business managers , and hotel operators no exception. The management task for a hotel consists of a number of processes like room reservation, room services , front desk , lodging, transport, food and beverages , security , staff management etc. these processes involve a lot of information which is created and shared between them and it is only imperative that there should exist a centralized information management system to effectively facilitate this information sharing for the smooth functioning of the hotel business. This system will indeed help the hotel management and the esteemed staff members to manage and steer the hotel’s functionality and transactions...
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...The Ritz-Carlton Hotels focused on stability in organizational culture. Managers want to maintain the status quo, so they train their employees precisely and specifically with the old rules and standards which were set up a century ago. For a luxury hotel, these standards are used for a long time, so they are “old-fashioned”, and treat people as royalties in the palace. Guests will feel that they are treated with totally respect and seems like they are the Queen or King. This is very important for a luxury hotel because the cost for living in the hotel is much higher than in the normal hotel or inn. The Ritz-Carlton Hotels give guests the royal service to make sure guests like to spend money in their hotels. The drawback for the culture is significantly. Nowadays, people live in the modern society. The basic concept that they receive from elementary school is that God creates everyone equally. Maybe some of the people feel embarrass or strange when they first get in the hotel. Employees are treated as servant, and speaking respective language. The new-times people will feel those employees are in a lower level, and this experience will confuse with the concept that they learn from their little age. Also, if the company choose to change their culture to a new one, the biggest problem is that there are some of their guests get familiar with their old culture, and they come to live in the hotels are because of the old culture. If the hotel changes it old culture, it may...
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...The case revolves around the Regal Carnation Hotel, located in Guam. Partly narrated by Steve McKenzie, he described his experience with the Regal Carnation Hotel. In his description of the situation, the “me too” approach to hotel management led to poor service, false representation, and a pricing plan that does not match the value of the hotel. The hotel industry in Guam has important statistical information that will lead to an effective analysis. Over a period of years, Guam has experienced a boost to its tourism industry. The year 1967 was the beginning of that upward trend. that includes support from the United States. However, the decline of the Japanese economy in the 1900’s and onward severely damaged the economy of Guam. How many of us can attest to looking up a product or service online, seeing its respective pictures, only to find out that the actual product is dissimilar to the original picture? The excess room inventory in the hotel industry paired with the decline in the general tourism of Guam could only lead to failure. In other words, supply greatly outnumbered demand. Additionally, applying a “Me-too” approach to hotel operations in such conditions can have limited success. Research has shown that piggy backing on others in the industry can often lead to failure, because companies employing this tactic rarely see the need to differentiate with a product or service. It can be assumed that a “me too” company’s sole intention is to capitalize on the success of...
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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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