...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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...Analysis of Service Marketing Strategies in the Hospitality & Tourism business in the UK: The Sheraton Park Lane Hotel Mashfiq Ahmed The hospitality and tourism industry is one of the biggest industries in the United Kingdom and in the entire world. Two of the major components of this industry are the marketing and public relations as in the highly competitive and sophisticated business world of the twenty first century; they play the key role in attracting and retaining customers i.e. the sales of products and services. Especially for businesses that focus on the luxury consumers, branding is an integral part of their core value proposition and there is no better way to create a brand identity and promote it than the use of interactive marketing strategies and public relations tactics. To get your BUSINESS Reports / Case Studies/ Research Projects / Dissertations / Term papers / Presentations / Assignments done, CONTACT: MASHFIQ AHMED . ahmed.mashfiq@gmail.com +8801674312929 January, 2012 1. Introduction The hospitality and tourism industry is one of the biggest industries in the United Kingdom and in the entire world. Two of the major components of this industry are the marketing and public relations as in the highly competitive and sophisticated business world of the twenty first century; they play the key role in attracting and retaining customers i.e. the sales of products and services. Especially for businesses that focus on the luxury consumers, branding...
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...Wars HOS 342 Service Marketing Hilton HHonors Worldwide: Loyalty Wars HOS 342 Service Marketing Anthony Petitte Anthony Petitte Introduction The following case concerns Hilton’s reward program for its guests, the Hilton HHonors, and the possible implications after the introduction of a different reward program introduced by Starwood Hotels and Resorts Worldwide Inc. Many companies in different industries use the loyalty reward program as a form of marketing tool to reward their loyal customers. By doing this, they are able to retain their customers and attract other potential customers. The more attractive the loyalty programs are, the more customers the companies get and retain. Customers are attracted based on how they earn points, and the benefits they get when they redeem the points. Many of the industries offering the loyalty programs have a standardized way of doing so because they are more independent and they have definite control. This is unlike the hotel industry, which has no defined control because of franchises and different management. There may be different people controlling the hotel chain despite the chain using the same brand. This makes it hard for the hotels to standardize their loyalty program. The Hilton reward program was effective in retaining and attracting customers, but the hotel chain faced different challenges, which increased its threat of losing its customers. Challenges facing the Hilton Brand The Hilton brand faced some challenges. This...
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...Westin Resorts and Six-Sigma Six Sigma’s impact in the service industry, high quality products and performance are a top priority for any company. By implementing total quality management systems, businesses are seeking to improve the effectiveness of their performance. “Six Sigma is a process created to eliminate or reduce variations in the operation process”(Jacobs & Chase 301), often used in manufacturing industries. Through Starwood Hotels and Resorts, one of the top companies in the hospitality industry, Six Sigma has expanded to an industry that provides customer service as product. This paper seeks to explore how Starwood Hotel and Resorts, in specifically Westin brand has implement Six Sigma into their operations by identifying the procedures and the impact on their performance in Westin’s practices. Starwood Hotels and Resorts (HOT) is an American company founded in 1969 and formed as a corporation in 1980. As of December 2012 this corporation owned, managed, or franchised 1,162 properties under nine different brands, and reported $5.62 billion in revenue for 2011 and $6.32 billion for 2012. Westin Hotels and Resorts is the largest and oldest brand in Starwood Corporation, with more than 185 properties around the world. (Starwood Hotels and Resorts Worldwide- Westin) In 1986 Motorola created a system with the purpose to improve the effectiveness of their performance; it was named Six-Sigma. This quality technique uses statistical methods and quality management...
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...Marriott International (Marriott) is global chain of hotels and lodging accommodations that are designed to fit varying needs and budgets. Marriott has operation in six main hotel and lodging segments: Luxury, collections, lifestyle/boutique, signature, select services and extended stay. Marriott own chains such as Marriott Hotels & Resorts, Courtyard by Marriott, Residents Inn, Fairfield Inn, and Marriott Vacation Club International, BVLGARI, The Ritz Carlton just to name a few. The commonality between all of the properties that Marriott International owns is that they all have a clear business-level strategy that allows them to focus on particular customer groups. Analyze the business strategies for the corporation you chose to determine the business level strategy you think is most important to the long –term success of the firm and whether or not you judge this to be a good choice. Justify your opinion. Marriott business strategies vary depending on the lodging segment. Examples include the Residents Inn is focused on customers that need amenities that go beyond the average but allow the traveler to have a sense of freedom, like they are at home or the Marriott Vacation Club International, which is classified as a luxury timeshare operation. The Fairfield Inn chain is currently using a focused cost leadership business-level strategy. In Fairfield Inns, there are several things that allow the Marriott Company to control cost and offer accommodations at a reduced rate...
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...Starwood Hotel and Resorts Call Center Networking Starwood Hotels and resorts is one of the world’s largest hotel and leisure companies. The company owns thousands of Hotels and Resorts as well as seven call centers in which help keep everything running smoothly for the company. Of course this means there is an expansive network working to keep all this information flowing from every hotel and call center. This paper will focus on the network of the call center in Lancaster, California in which I used to work at as a customer service representative. First the paper will give an overview of the company. Then, a depiction of the network that is being used by the call center will be explained. The Lancaster call center consisted of over 200 cubicles with a computer and a phone line in which connects to their main servers in the back of the building. Also there were QA offices in the back in which monitored random customer service representatives in order to maintain quality control and ensure that all representatives were following the guidelines given to them. The call center offered a separate training room in which also had its own software in which did not disrupt the live calls flowing through the center. I had to break down each section of the call center in order to get a full idea of how everything is connected in the network. First I will discuss the training area; there are about 50 computers in the training area in which are all connected to each other through...
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...Theses/ Dissertations/Professional Papers/Capstones by an authorized administrator of Digital Scholarship@UNLV. For more information, please contact marianne.buehler@unlv.edu. 1 Lean and Six Sigma in Hospitality Organizations: Benefits, Challenges, and Implementation. By Justin M. Lancaster Masters of Science University of Nevada Las Vegas 2011 A professional paper submitted in partial fulfillment of the requirements for the Master of Science Hotel Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas December 2011 Chair: Dr. Robert Woods 2 PART ONE Introduction The hospitality industry has perhaps been hit harder than any other industry in this current recession. People have less discretionary income and as a result are not traveling as often and spending as much when they do. Resort companies like MGM and Caesars Entertainment have accrued immense amounts of long-term debt over the past ten years to fuel the great expansion of resorts in markets like Las...
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...A COMPREHENSIVE ANALYSIS OF HYATT HOTELS CORPORATION AND HOW IT RELATES TO COMPETITION WITHIN THE HOTEL INDUSTRY Table of Contents EXECUTIVE SUMMARY 1 EXTERNAL ENVIRONMENT ANALYSIS 3 General Environment 3 Demographic Segment 3 Technology Segment 7 Economic Segment 11 Political / Legal Segment 14 Socio-cultural Segment 16 Nature Segment 18 Global Segment 19 Industry Environment 21 Intensity of rivalry 21 Supplier power 22 Buyer Power 22 Threat of substitutes 22 Threat of new entrants 23 Competitor Environment 23 Introduction 24 Future objective 25 Current strategy 26 Capability 28 Assumption 30 Driving Forces 31 Economic growth 31 Globalization 31 Technology 32 Room Service Remodeling 33 Go green 33 Key Success Factors 34 Multiskilled and flexible workforce 34 Franchising 34 Quickly adopt new technology 35 Strategic Group Map 35 INTERNAL ENVIRONMENT ANALYSIS 39 Resources 39 Tangible resources 39 Intangible resources 41 Capabilities 44 Core Competencies 45 Brand Development: 45 Golden Passport Membership 47 Making Meeting Easy 47 Distinctive Competencies / Four Criteria Test 48 Supply Chain 50 Inbound Logistics 50 Operations 52 Outbound Logistics 54 Marketing and Sales 56 After-Sales Service 58 Weighted Competitive Strength Assessment 59 Financial Report 63 Profitability Ratios 64 Liquidity Ratios 67 Leverage ratios 69 Efficiency Ratios 71 Revenue Per Available...
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...2 1) Gross Domestic Product (GDP) 2 2) Interest rate 3 III) Industry environment 5 1) Life cycle of Hotel Industry: 5 2) Hotel industry tendencies 5 3) Identify and positioning with competitors 6 4) Research & Development Fees 7 5) Competitors & Hotel industry ratios 7 IV) The company: Accor 7 1) SWOT Analysis: 8 a. ACCOR/IHG/Starwood 9 V) Global Analysis of ACCOR 10 1) Year by year 10 a. 2009: 10 b. 2010: 11 c. 2011: 11 2) Analysis of ratios 12 a. Return on Equity (ROE) 12 b. Net Profit Margin 13 c. Asset turnover 14 d. Financial leverage multiplier 15 e. Total debt 16 VI) Conclusion 17 VII) Bibilography 18 VIII) Annexes 19 Introduction * 2011 ended on positive statistics concerning hotel groups’ growth: every leader is engaged into a worldwide run, because their bank account strength depends on a geographic balance between risks and opportunities. Important hotel groups have enhanced franchise development in 2010 and have increased their number of rooms, some going beyond 600 000. For several years now, Intercontinental Hotel Group is the world leader, but it is followed by three others American groups, Hilton Worldwide, Wyndham Worldwide and Marriott. However, a European (French) group has been able to find its place in this competitive market, and by being the 5th hotel group, ACCOR is the group we have chosen to analyze. It is the most accessible one, with its well known brands like...
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...Centre of Sydney's, Sheraton on the Park (formerly known as Grand Park) was purchased and changed the name by Sheraton Hotel in 1994. Public areas of the hotel include two restaurants, a lounge-style glasses and a lobby lounge. The facilities include 24-hour business services center as secretarial support and access to computers. At the same time, a ballroom, capable of sitting 550 people, and nine smaller function rooms. The occupancy rate of the hotel (often used as a measure of commercial viability) exceeds 95%. Overlooking Hyde Park, the hotel building has 559 rooms and including 49 suites. All are equipped with marble bathrooms, three International Direct Dial telephone, executive writing desk, and on-demand movies in room, walk-in closet, room safe, and mini-bar and control individual air conditioning. Guests can use the health club, heated indoor pool, gym, beauty salon, massage, sauna, steam room, 24-hour room service and laundry service. The occupancy rate is, however, depending on the severity of the season in June, July and August are traditionally the quietest periods Sydney hotel. On holidays, such as Easter and weekends tend to be quiet as well. At the time of the hotels offer special packages to attract the additional customizations in an effort to maintain occupancy rates. Most of the hotel's marketing is performed by network marketing Starwood based through magazines and newspaper ads, trade shows and industry conventions and tourism, the major credit card...
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...Student Academic Misconduct. Date: …....…/……....…/…….. 1. Signed: ………….…………………………….. …………………….. Date: …....…/……....…/…….. 2. Signed: ………….…………………………….. …………………….. Date: …....…/……....…/…….. 3. Signed: ………….…………………………….. …………………….. Date: …....…/……....…/…….. 4. Signed: ………….…………………………….. …………………….. Date: …....…/……....…/…….. 5. Signed: ………….…………………………….. …………………….. NOTE: It is considered Academic Misconduct to SIGN ON BEHALF OF ANOTHER STUDENT. MARKER TO COMPLETE Date Submitted: ________________ Mark/Grade: Comments: 2 Letter of Transmittal 8th August, 2011 Anahita Ahmed Course instructor, Bus201 BRAC Business School 66, Mahakhali, Dhaka 1212 Subject: Submission of a term paper on Westin Hotel. Dear Madam, With due respect, we would like to submit our assignment on “Team work of Westin Hotel Dhaka”. During this analysis we have...
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...Group manages hotels and resorts in the United States and Egypt. The company also operates stand-alone concept restaurants and maintais a strong presence in this business segment. The Group is preferred as an award-winning hotel management company for Marriot, Hilton, Starwood, IHG, Wyndham and Choice. Hostmark Hospitality Group has consistently delivered superior results to institutional real estate owners, non-institutional ownership groups, publicly traded companies, joint ventures and privately held companies by providing hotel management, asset management, project management and lender consulting services. Hostmark Hospitality Group also offers specialized programs for Commercial Mortagege Backed Security special servicers and balance sheet lenders managing under-performing hotel loans. Acting in a consulting capacity, Hostmark provides hotel analytical and operating advisory services to lenders needing hospitality expertise and workout advice on asset disposition strategy. Hostmark Hospitality Group has also performed the role of court appointed receiver and operator in more than 170 foreclosed properties. Whether through workout advice, operational improvements or through management improvement, Hostmark has assisted numerous lenders and borrowers in maximizing both the short term cash flow and long term value of their assets. They have a progressive and proactive philosophy has resulted in successful, profitable management of more than 350 hotels, resorts and restaurants...
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...CASE STUDY OF THE CHALLENGES FACED BY SAUJANA HOTEL IN EMPLOYEE TURNOVER AND RECRUITING RANK AND FILE EMPLOYEES By, Gowri Balasubramaniam 901357 Submitted to, In Partial requirement of Business Consultation Strategy TABLE OF CONTENTS CASE OBJECTIVES ................................................................................................................................................... 3 INTRODUCTION ...................................................................................................................................................... 3 BACKGROUND OF COMPANY, INDUSTRY AND COMPETITORS .............................................................. 4 BUSINESS ISSUES/ CHALLENGES ...................................................................................................................... 5 SOLUTIONS/RECOMMENDATIONS ............................................................................................................... 11 SWOT ANALYSIS ................................................................................................................................................................. 11 STRENGTH ........................................................................................................................................................................ 12 WEAKNESSES ......................................................................................................................................
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... Marketing I Hotel Management ALOFT María de los Ángeles Arato De Ponte Mónica Gutiérrez Murray María Fernanda Vargas Calderón Melisa Vargas Ramos Professor: Alfredo Oporta HEREDIA, May 2012 Index Aloft Demographic 4 Our client 4 Buyer characteristics 4 SWOT 5 Aloft SWOT 5 Strengths: 5 Weaknesses: 5 Opportunity: 5 Threats: 6 Hotel Indigo SWOT 6 Strengths: 6 Weakness: 6 Opportunity: 6 Threats: 6 Hotel Quality SWOT 7 Strengths: 7 Weakness: 7 Opportunity: 7 Threats: 7 Segmentation 7 4 P´s 9 Product 9 Place 9 Price 10 Promotion 11 Value Proposition 12 Mention your value proposition 12 How will you run it? 12 How much will it cost to the hotel? 12 What is our business? 12 What do consumers value? 13 What should our business be? 13 Price 13 How is your price compare to your competition? 13 How do your hotel manage the cost and prices to the distribution chain? 14 Branding 15 Logo 15 Uniforms 15 Slogan 16 Life Cycle 16 Promotion Mix 16 Advertising 16 Sales Promotion 17 Personal Selling 18 Public Relationship 18 Direct Marketing 19 Direct Media 19 Web Site 19 Social Net Work 20 Trade Show 20 Aloft Demographic Our client Our clients are mainly international or national executives; they stay at the hotel for comfort, as it is strategically located in San Jose, close to a wide variety of establishments and major business centers. The hotel mostly receives...
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...Abstract Multinational hotel companies, often integrated with travel agencies and tourism businesses, play an important role in the tourism industry in developing countries. Introduction of multinational hotel companies is always regarded as an opportunity to benefit host countries through provision capital and market connections. However, the activities of multinationals could also be threats to these countries. This paper reviews the potential costs of multinational hotel companies involvement like decreased economic benefits, foreign domination and negative environmental and cultural consequences. Furthermore, it illustrates some possible solutions for developing countries to reduce the adverse effects which could balance the advantages and disadvantages of multinational involvement and create a brighter future. 1. Introduction A multinational hotel companies, as a type of multinational enterprises, which is identified as an enterprise that owns or controls value-adding activities in the accommodation sector in two or more countries. It is widely accepted that most of developing countries are seeking opportunities to introduce multinational hotel companies because developing countries could obtain several benefits from the presence of multinational hotel companies, such as provision of capital, transfer of technical and managerial expertise, provision market connections,etc. It is true that multinational hotel companies can contribute to the growth of economy in...
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