...HOSPITALITY INDUSTRY CASE 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...
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...By: Suzanne Robertson SN: 300210816 By: Suzanne Robertson SN: 300210816 Energy Conservation and Management in an Energy Obsessed World Contents Executive Summary 3 Introduction 4 Energy Alternatives 4 Biomass Energy 5 Wind Energy 6 Solar Energy 6 Technology 7 Energy Efficient Lighting 7 Intelligent thermostats 8 Sub Metering 8 Ozone Laundering Systems 8 Implementing Programs 9 Economics of Energy Conservation 9 NYSERDA 10 Rebates 10 Low interest loans 12 Global energy conservation 12 The ‘Price’ of Energy 12 Developing world 13 Conclusion 13 Executive Summary Energy conservation and management is a vital part of any corporation, especially one that depends as highly on the consumption of energy as hospitality does. Conserving energy for these corporations doesn’t only improve their bottom line but also helps to ensure that they are doing their part and are attending to their corporate social responsibility. Within the hospitality industry there are many different ways that a manager can choose to improve the management and conservation of energy. Ensuring that all of the machinery on the property is up to date, well maintained and the most energy efficient model available is a good start to reducing the energy consumed on the property. However, there are other things that can be done as well. For instance, instead of just upgrading the machinery they could replace it entirely with energy conserving technology alternatives. They also have the options...
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...Problems met by Our Lady of Fatima University BS-HRM students in finding a hotel establishment for Practicum 2 SY 2012-2013 A Thesis Proposal Presented to the Faculty of the College of Hospitality and Institutional Management Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree of Bachelor of Science In Hotel and Restaurant Management Binlayo, Jhasper G. Adel, John Christian R. Sarmiento, Jeffrey P.\ Manzano, Adrian Rome Taoingan, Jan Iam Guido March 2013 CHAPTER I The Problem and Its Background 1.1 Introduction Early times were all on the job training. It would usually take an entire village to learn how to construct a shelter, when one moved one, he taught his skills to others. It can be an effective training method or it can cause many problems by not providing the skills and knowledge needed by the workers. On-the-job training program is a requirement of a student in every university. This is a stepping stone to serve as an experience for their chosen careers. The focus of this field problem is to know what problems are encountered by HRM students when finding an establishment for their practicum 2 as part of their curriculum. 1.2 Background The researchers came up with the idea of researching about the problems met by Hotel and Restaurant Management students from Our Lady of Fatima University when finding an establishment so that we, as a student who doesn’t have any experiences about field training will...
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...Hospitality Management Competencies: do faculty and students concur on employability skills? Adeniyi, Adeolu Shola GTB Lagos, Nigeria adeolu.adeniyi@mail.com Abstract This paper is one in a series of establishing what competencies the various stakeholders (students, faculty and industry mentors) think are the ideal competencies needed by employees in the hospitality field in places such as hotels, food service providers, restaurants and lodges, compared to those actually displayed by hospitality management students. This particular paper reports on a comparison drawn between what the faculty and students believe are the ideal competencies compared to those that they actually have on completion of their academic studies, prior to the students engaging in their semester of work-integrated learning (WIL). The results would be used by faculty to focus on ensuring students are aware of the employability and management competencies they need in order to conduct themselves in the business world of hospitality with confidence and competently. Key Words: Competencies, hospitality...
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...A 9 percent decrease in the 2012 revenue for SDM’s Top Systems Integrators is a deceiving number because individual company results did not recede to that extent. By all accounts, systems integrators described 2012 as average to improved — at least moderately better than the dismal results they encountered in 2011. While some companies found it “challenging,” others experienced the opposite. Most were in the middle — financial performance was neither stellar nor stagnant, but “acceptable” compared with the past few years. “2012 was another challenging year for the larger commercial integrated systems business. It wasn’t worse than 2011 but about the same,” notes No. 25-ranked ASG Security, Beltsville, Md. “There are still fewer projects, less funding and great pressure on margins. However, the low and mid markets performed very well for us again; specifically, a continued great resurgence in residential sales with excitement around our enhanced service platform. Small business was also a continued strong growth segment for the company, led by enhanced intrusion sales and cloud-based video services.” ASG Security reported $20.9 million in 2012 North American systems integration revenue, 6 percent less than in 2011. However, the company simultaneously climbed on the just-released SDM 100, with 12.4 percent better recurring monthly revenue — an outward sign of the company’s comments regarding their stellar residential program. Revenue classified as North American systems integration...
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...| Marriott/Hyatt | Business Management 364 | | | 11/4/2012 | | Marriott has been in the lodging hospitality business for 85 years. (Marriott.com) Marriott’s mission statement helps define the company’s values and goals. The goal of Marriott is to become the number one lodging company in the world. This goal can be an ongoing challenge with the lodging industry being one of the most competitive industries. Hyatt Hotel Corporation is one of many Marriott competitors. Just like Marriott; the Hyatt Corporation has a mission statement and core value statement. There are several similarities and differences between the two organizations values’ and mission statements. One of the similarities between the two organizations is their priority on the guest. It can be seen in the mission statement for Marriott and Hyatt’s core value statement Marriott’s mission statement states that the company put people first, pursue excellence, embrace change, and act with integrity and serve our world. Hyatt’s’ mission statement states that their mission is to “provide authentic hospitality by making a difference in the lives of the people we touch every day, including our associates, guests, and owners”. (Hyatt.com) Another similarity is that both companies strive to be the number one hospitality brand. Both companies produce a yearly responsibility and sustainable report documenting the accomplishments and ongoing goals and services to the community and world. The difference...
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... GENE ALEC SUNGA 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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...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 Room 73 Pro Forma 75 SWOT ANALYSIS 77 Strengths 77 Weaknesses 79 Opportunities 81 Threats 83 FINAL REPORT 85 Key Result Areas 85 Strategies 87 Decision Criteria 89 Balanced Scorecard 91 CONCLUSION 93 RECOMMONDATIONS 96 REFERENCES 100 APPENDIX A 111 APPENDIX B 113 APPENDIX C 114 EXECUTIVE SUMMARY Hotel industry has become an essential part of tourism and considers...
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...Marriott International, Inc. Patricia Carbajal Kasey Dunbar Nancy Palacios Elena Ross ACC-206 Hospitality Accounting Professor George Williams 5/6/2012 Marriott International, Inc. is at the top of the lodging industry. The company is one of the world's leading hoteliers with 3,700 operated or franchised properties in more than 70 countries. Its hotels include full-service brands and the Marriott family owns about 30% of Marriott International. The top two competitors are Starwood Hotels & Resorts Worldwide, Inc. and Hyatt Hotels Corporation. Starwood Hotels & Resorts Worldwide, Inc. is in the luxury and upscale categories, where the prices are high and the services extensive. They appeal to the most fashionable clientele because the company cultivates celebrities and holds events to attract them. By revenue, Starwood is in the middle, and has the lowest ratio which generates 1/3 of sales from food and beverages. Additionally, the return on equity and return on assets is in the bottom half of the competitor; leaving Marriott to produce 50% more revenue than Starwood. Hyatt Hotels Corporation is a top operator of luxury hotels and resorts that managed, franchised, and owned properties in 45 countries. Its brand offers hospitality services targeted primarily to business travelers and upscale vacationers. The company generates only 33% of the revenues in comparison to Marriott International, Inc. In addition, 60% of the revenues are from hotel operations...
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...WHY TURKEY? THE BRIDGE TO THE WORLD You have many reasons to come to Turkey! Turkey is an attraction to everyone in the world because of the spiritual and physical features which are unique to each single city. For example, İstanbul is the only city in the world that connects two continents. The city, which is located in both Asia and Europe, has been the capital city for many civilizations for thousands of years throughout its history. Turkey is more than a bridge between two continents. Actually, Turkey is a country in which East and West meet in a much broader sense. Turkey has been successful in blending these two cultures and being home to cultural and historical richness and legacy for thousands of years. A WORLD OF SCHOLARSHIP OPPORTUNITIES The chance to study abroad is a dream for many students, especially in today’s global era. According to the UNESCO, more than 3,6 million students were enrolled in higher education abroad in 2010, and the number is increasing every year. In this challenging global market, there are a wide variety of scholarship opportunities in Turkey available just for you. Many of these scholarships are provided by the State. For more information, please visit http://www.turkiyeburslari.gov.tr/index...
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...Overview This Research Paper evaluates the various techniques and modes of business communication followed in the hospitality sector. The main objectives of the research are listed below: 1. To understand and evaluate the communication system of a specific organization under Hospitality sector. 2. To evaluate the communication system during a crisis. 3. To evaluate the communication system that is used to convey any change in the organization i.e. Change Communication. The organization in focus for the study is Accor Hospitality, which is based in Hyderabad. Data for the purpose has been collected through Telephonic interview. The Table given below displays the various contents of the research paper. 1. Introduction to effective communication 2. Hospitality Industry 3. Introduction to Accor Hospitality 4. Interview Questions & Answers 5. Conclusion and new trends in communication INTRODUCTION The word “communication” derived from the Latin word ‘communicare’ that means to impart, to Participate, to share or to make common. It is a process of exchange of facts, ideas and opinions as a means that individual or organization share meaning and understanding with one another. In other words, it is a transmission and interacting the facts, ideas, opinion, feeling and attitudes. It is the ability of mankind to communicate across barriers and beyond boundaries that has ushered the progress of mankind. It is the ability of fostering speedy and effective...
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...Analysis on Gender difference of students on motivational factors to study Hospitality management in National University Motivational Factors 1. Social Status 2. Job opportunities 3. Modern major 4. Special interest 5. Attractive major 6. Ease in studying 7. Fulfill dreams Female Male First, this Conceptual Framework is made up the two journals I had: “Motivation of Students to study Tourism Hospitality programs.” By Bashar Aref Alhaj Mohammad and Hamam Talal Alsaleh and “Students Motivation and Preference of Studying Hospitality and Tourism Management Programmes in Polytechnics: A Case Study Ho Polytechnic” By Appaw-Agbola Esther Theresa. It explains the different motivational factors that the students may get if they took Hospitality as their preferred journey. These factors can provide students some motivations that will help them why they study Hospitality Management. This framework is also made because as a researcher, we want to see the difference between the motivational factors which are the following: Social status, Job opportunities, Modern major, Special interest, Attractive major, Ease in studying and Fulfillment of dreams, of both male and female students that are going to be in the hospitality management in National University. Significance of the study This study aims to motivate the incoming freshmen who will take Hospitality management at National University. It also helps the researcher to research...
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...Malaysia was born and the Airline became known as Malaysian Airways Limited. In May 1972, it became Malaysia-Singapore Airlines (MSA). Products and services Inflight refreshments improved from the original thermos flask of iced water to sandwiches, biscuits and cold cuts plus a choice of hot and cold drinks, and alcoholic beverages served by a lone hostess. In September 1998, Singapore Airlines set new standards in air travel by unveiling a new suite of products and services worth S$500 million across all three classes of travel, offering customers enhanced standards of service on the ground and new levels of comfort, cuisine and entertainment in the air. In 1999, Singapore Airlines launched Kris Flyer, its first proprietary frequent flyer program, which allows First, Business and Economy Class customers to earn mileage credits. • In October 2006, Singapore Airlines launched a comprehensive suite of new generation cabin products comprising the world’s widest First and Business Class...
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...based on the part of the world, where the hotel placed. But at the same time they all combined by unrepeatable spirit of elegance and chic. “Treat others as you would like to be treated” this is the golden rule and the basis for the success and recognized service quality of the Four Seasons hotel chain. The company offers luxury accommodation and beautiful high-professioned SPA complexes, as well as catering services for different types of the events, from wedding to corporate meetings. FHS also provides leisure activities, including golfing, skiing, tennis, fishing, cooking schools, fitness facilities, family travel, dining, sailing, scuba diving, and other types water sports. Four Seasons has chosen to specialize within the hospitality industry by offering only experiences of exceptional quality. The objective is to be recognized as the company that manages the finest hotels, resorts and residence clubs wherever Four Seasons is located. Properties of enduring value, using superior design and finishes, with support of exceptional personal service have put the hotel chain at the...
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...within the hospitality industry for many reasons, including: examining job satisfaction of general managers (Frye & Mount, 2007), determining factors on a resume that may lead to being contacted for an interview (Countryman & Horton, 2006), and determining the causes of management turnover and what could be done to increase retention (Stalcup & Pearson, 2001; Walsh & Taylor, 2007). In addition, research has been done examining graduates from specific institutions (Walsh & Taylor, 2007) as well as perceptions of current students and what they expect when they graduate (Richardson, 2009). Blomme, Van Rheede, and Tromp (2009) found differences between pre- and post-entry expectations of hospitality management graduates in the hospitality industry. However, no past research has examined differences in hospitality graduates with respect to experiences, importance, and turnover in the hospitality industry. Researchers have found many hospitality graduates either never entered the industry, or left the industry with no intent to return (Blomme et al., 2009; King, McKercher, & Waryszak, 2003; Stalcup & Pearson, 2001; Walsh & Taylor, 2007). In addition, Blomme et al. found significant differences in pre- and post-entry expectations of hospitality graduates. If hospitality graduates are entering the industry without an accurate understanding of the industry, this could be the cause of many leaving the hospitality industry. With hospitality management...
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