...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...
Words: 2042 - Pages: 9
...Internship Report on Food and Beverage service of The Westin Dhaka In partial fulfillment for the requirement of the Bachelor in Tourism and Hospitality Management program of Victoria University of Bangladesh, this report is prepared under the guidance and supervision of Mr. Arif Hasan and submitted to Department of Tourism and Hospitality Management for evaluation. Zahirul Islam Batch No: 24th Department of Tourism & Hospitality Management Victoria University of Bangladesh 58/11/A, Panthapath, Dhaka, Bangladesh. Date: 17/09/2015 Letter of Transmittal 17 September 2015 To Arif Hasan The supervisor Department of Tourism and Hospitality Management Victoria University of Bangladesh 58/11/A, Panthapath, Dhaka- 1205 Subject: Submission of the Internship Report Dear Sir, With due respect and humble submission to state that I am Zahirul Islam submitting my Internship Report on “Evaluation of Food and Beverage Service of the Westin Dhaka”. For your kind consideration as a part of requirement in completing my Bachelor in Tourism and Hospitality Management program. The report contains general information about the food and beverage service operation at The Westin Dhaka and my personal findings during my internship period. I would like to express my heartiest gratitude for your kind cooperation and guidance in making this report informative and time oriented. There may have some unintentional mistakes. I am requesting you to consider my mistakes...
Words: 753 - Pages: 4
...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...
Words: 3797 - Pages: 16
...Running Head: INTERVIEW PAPER Interview Paper Stephanie K. Jones Capella University Abstract This paper is a brief summation of an informational interview conducted with Dr. John Arnold, Director, of the Applied Psychology and Organizational Research Group at Wayne State University; President, Polaris Assessment Systems. Through the interview and some extensive research this summation will provide understanding of the Industrial/Organizational Psychology Specialization and what makes a person successful in the field. Indusial Organizational Psychology Dr. John Arnold Dr. Arnold has over 20 years of consulting experience, primarily in the areas of personnel selection and classification, assessment center design and development, and organizational research. Having directed numerous projects with a U.S., as well as international scope, Dr. Arnold is a recognized expert by many of the Fortune 500. A sample of private-sector clients include: Abbott Laboratories, AT&T, Chrysler, Ford Motor Company, General Motors, Harley Davidson, Motorola, Pizza Hut, Spherion Corporation, Starwood Hotels and Resorts (Westins, Sheratons, etc.), and Taco Bell. More recently, Dr. Arnold has focused his expertise developed in the private sector on issues involved in pre-employment in the educational arena. Dr. Arnold holds a Ph.D. in Industrial/Organizational Psychology from Bowling Green StateUniversity. He is an active member of the American Psychological Association, the Society...
Words: 585 - Pages: 3
...listen and accepting that failure is inevitable, a strong leader can navigate through any situation that they may be faced with. Introduction “Leaders provide vision and direction for the pursuance of group and organizational goals.” (Martin, Rowlinson, Fellows, & Anita, pg. 154) As a leader holding a management position, one of the top priorities is making sure the employees are engaged and satisfied. “Engaged employees are both efficient and effective in the operation of organizational processes that produce products and services that meet customer demands.” (Medlin, Green, K.W., pg.22) A leader, who has integrity and is optimistic about the direction of the organization, motivates a team to be creative and forward thinking. This paper will examine the leadership practices of an individual and offer alternatives to a better approach. While some understood his management style, adopting alternatives may have lead to a majority vote within the team. By simply boosting moral and motivating the team through reward, this team of individuals would have been more enthusiastic about completing tasks rather that deeming them useless. Context While some may not agree, a small majority of the...
Words: 2835 - Pages: 12
...Introduction Today the Hotels in Bangladesh has flourished and gone into a new level. As the Bangladeshi society in becoming more outgoing this business has found a new dimension to operate. Also many of the international franchise have started operating in the country. As a growing and potential industry the r Hotel business now have a structured hierarchy. Almost every Hotel now has a manager who manages the employees (Chef, waiter etc.). The relation between the manager and the employee of this sector in this country is still unknown. Origin of the Report As students of BBA faculty of BUP one of the courses of this semester is “Leadership”. Like all the other courses, we were assigned with a term paper. Here we had to complete 100 copies of survey with“leader behavior description questionnaire”. We had to pick a business sector and then go to places accordingly to make the workers under the head of the sector tocomplete the survey. Statement of the problem The purpose of this study is to compare the different leadership behavior inHotel managers. Data was collected through a questionnaire during August and September, 2014, in different Hotels in Dhaka, Bangladesh. Objective of the report This study seeks whether the leadership behavior prevalent in Hotel managers in Dhaka city is considerate leadership behavior or initiating structure behavior. Justification Studying the different leadership behaviorin Hotel management is critical for many reasons. First...
Words: 3128 - Pages: 13
...PROJECT CHARTER 3-Month Wedding Project Steve White MGT5164 November 14, 2014 Business Case This charter proposes the business case of planning a proper wedding for Mary-Jo and Bobby Doe, named the 3-Month Wedding Project. This project has been initiated in response to Mary-Jo's engagement by her parents. It aims to provide her with a legal wedding, a memorable wedding experience, and leave all parties involved with a sense of enjoyment and satisfaction, given the time constraint of three months, a budget constraint of $10,000, and invitation list of 150 attendees. The project is manageable in the time and budget provided; however, maximization of guests will have to be offset by reducing some of the hospitalities available at the reception. This Charter formally authorizes the 3-Month Wedding Project to plan and implement Mary-Jo and Bobby Doe's wedding. The project plan is to be developed and submitted to the Project Sponsor to be approved. All resources will be assigned by the Project Sponsor. Project Objectives The objective of the 3-Month Wedding Project is to plan a memorable wedding for Mary-jo and Bobby Doe with requirements and constraints, as defined by the parents of the bride, who are the Project Sponsors funding the project. The wedding is expected to take place in 3 months, preferably in a reception hall, with a target of 150 attendees. The wedding ceremony should be proper and legal, and the wedding is to fall within a budget ...
Words: 1796 - Pages: 8
...Capital Investment Analysis [FIDELITY SERVICE APARTMENT] Course name: Financial Management Dr. Jahangir Alam Professor IBA, University of Dhaka Group 13 IBA, BBA 20th, Section A Date of submission: 23rd June 2013, Sunday 1 Capital Investment Analysis [FIDELITY SERVICE APARTMENT] NAMES ID NUMBER Munkasir Masud Muhammad Saiyedul Muttaqin Bijoya Chakraborty Kashfia Tabassum Ahmed Imtiaz Farhan Bin Habib ZR-06 ZR-11 RH-22 RH-42 ZR-61 2 Capital Investment Analysis [FIDELITY SERVICE APARTMENT] 23rd June 2013 Dr. Jahangir Alam Professor Institute of Business Administration University of Dhaka Subject: Letter of Transmittal Sir We are pleased to submit the Capital investment analysis on Fidelity service apartment’s ltd. We have completed the report through putting the theories and techniques learnt throughout the Financial Management course. This report contains analysis of the current market situation as well as possible the evaluation of the feasibility of the project. We have recommended some marketing and financial scopes which might prove imperative. We have tried our very best to tailor the report according to your guidelines. Therefore, we request you to accept our report. We believe that you will find it in order. We are eagerly expecting your feedback on the overall report. Thank you. Yours respectfully Group 13 IBA, BBA 20th, Section- A __________________________ Munkasir Masud, ZR- 06 __________________________ Bijoya Chakraborty...
Words: 15083 - Pages: 61
...THE SWOT ANALYSIS OF TOURISM DEVELOPMENT IN BANGLADESH [pic] Based on a Study of MARKETING MANAGEMENT TERM PAPER ON THE SWOT ANALYSIS OF TOURISM DEVELOPMENT IN BANGLADESH |SUBMITTED TO | |MD. ABDULLAH | |Assistant Professor | |Department of Marketing | |Comilla University | |SUBMITTED BY | |MD. SHAHADAT HOSSAIN SUNNY | |Exam Roll No: 01 001 | |Registration No: MKT 07 322 | |MBA, 1st Semester | |Department of Marketing | |Comilla University ...
Words: 1864 - Pages: 8
...Report Title Saint Martin Underwater Zoo Course: Marketing Management Course Code: THM-511 Submitted To Kamruzzaman Faraji Showcat Lecturer Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka Submitted By Biz Force 3rd Batch Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka Submission Date: 18-11-2014 Letter of Transmittal November 27, 2014 Muhammad Shoeb-Ur-Rahman Lecturer Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka. Subject: Submission of term paper on ‘developing a sustainable tourism project: From theory to practice.’ Dear Sir, It is a great pleasure and privilege for us to present the report on ‘developing a sustainable tourism project: From theory to practice.’ Throughout the study we have tried our level best to accommodate as much information and relevant issues as possible and tried to follow the instructions as you have suggested. We sincerely believe that it will satisfy your requirements. We shall remain deeply grateful if you kindly take some period to go through the report and evaluate our performance. Yours sincerely, ………………………….. Mohammad Akhlakur Rahaman On Behalf of Biz Force, 3rd Batch Department of Tourism and Hospitality Management Faculty of Business Studies University of Dhaka. Table of Contents Section-1.0 5 Executive Summary 5 Section-2 6 2.0 Situation...
Words: 6324 - Pages: 26
...Position Paper Board of Investment Prime Minister’s Office Date : Thursday, 05 July, 2012 Venue : BOI Board Room Launching ceremony of: “World Investment Report-2012” "An Investment Policy Framework for Sustainable Development, including national and international dimensions “published by UNCTAD Brief on the achievement of 2011 Actual inflow of Foreign Direct Investment (FDI) in 2011 reached the highest ever level in the history of Bangladesh at US$1136.38 million, according to a report of UNCTAD. The amount is 24.42% higher than US$913.32 million recorded in 2010. The FDI inflow is comprised fresh equity amounting to US$431.85 million, while US$489.63 million came from reinvested earnings and the rest of US$214.90 million is from intra company loans. It appears from the above that reinvested earning and intra-company loans has increased to a large extent which signifies the confidence of the investors in the investment climate of Bangladesh despite apprehension on the performance of the economy by various quarters. The sectoral projection is as follows: The major sectors that attracted FDI include textile US$272.042 million, banking US$249.37 million, power gas and petroleum at US$238.21 million, telecommunications at US$180.99 million and Cement US$51.65 million. The investments that has come the countries are as follows: The countries that have invested substantially in Bangladesh in 2011 are US$152.30 million Egypt, US$117.74 million...
Words: 2225 - Pages: 9
...In-House Restaurants Become a Support Center Rather Than a Revenue Center: An Exploration of Possible Causes and Solutions for This Problem TIM 314 Hotel Management Bill Self Melanie Ho Danelle Shimabukuro Molly Thompson Abstract Purpose: The purpose of this paper is to find why in-house restaurants become a support center rather than a revenue center. This question came about when our team realized that hotel restaurants are not as popular as other restaurants and are not performing to the maximum level of customer satisfaction. This review researches to find evidence of consumer satisfaction and hotel restaurant management. Design/methodology/approach: This paper reviews consumer attitudes and service relations of the hotel restaurants management. We examine the different causes that degrade the name of hotel restaurants. Our groups research is also looking into different solutions to the problem, a possible solution would be the action of outsourcing hotel restaurants. Findings: This paper identifies the issues that affect the consumer attitudes toward hotel restaurants which then in turns reduce the popularity of the hotel restaurant. We found the attitudes of past and current opinions of hotel restaurants. Traditional fine dining hotel restaurants are not as popular as they use to be so they are using different methods to fix that problem such as outsourcing or revamping them to be...
Words: 9470 - Pages: 38
...ScholarsArchive@JWU MBA Student Scholarship The Alan Shawn Feinstein Graduate School 2-9-2012 Analysis of the Real Estate Investment Trust (REIT) Industry Frederic Juillet Johnson & Wales University - Providence, fredjuillet@gmail.com Follow this and additional works at: http://scholarsarchive.jwu.edu/mba_student Part of the Accounting Commons, Business Administration, Management, and Operations Commons, Business and Corporate Communications Commons, Finance and Financial Management Commons, Marketing Commons, Real Estate Commons, and the Strategic Management Policy Commons Repository Citation Juillet, Frederic, "Analysis of the Real Estate Investment Trust (REIT) Industry" (2012). MBA Student Scholarship. Paper 6. http://scholarsarchive.jwu.edu/mba_student/6 This Research Paper is brought to you for free and open access by the The Alan Shawn Feinstein Graduate School at ScholarsArchive@JWU. It has been accepted for inclusion in MBA Student Scholarship by an authorized administrator of ScholarsArchive@JWU. For more information, please contact egearing@jwu.edu. G Feinstein Graduate School Analysis of the Real Estate Investment Trust (REIT) Industry An industry Analysis Submitted in Partial Fulfillment of the Requirements for the MBA Degree Course: MGMT 6800 Instructor, Gary Gray Ph.D Faculty Advisor, Martin Sivula, Ph.D. Frédéric Juillet February 9, 2012 INDUSTRY ANALYSIS Executive Summary In 2009, most REITs opted for the recapitalization of their balance...
Words: 11759 - Pages: 48
...Iowa State University Digital Repository @ Iowa State University Graduate Theses and Dissertations Graduate College 2014 A review of studies on luxury hotels over the past two decades Yin Chu Iowa State University Follow this and additional works at: http://lib.dr.iastate.edu/etd Part of the Advertising and Promotion Management Commons, Business Administration, Management, and Operations Commons, Home Economics Commons, Management Sciences and Quantitative Methods Commons, and the Marketing Commons Recommended Citation Chu, Yin, "A review of studies on luxury hotels over the past two decades" (2014). Graduate Theses and Dissertations. Paper 13913. This Thesis is brought to you for free and open access by the Graduate College at Digital Repository @ Iowa State University. It has been accepted for inclusion in Graduate Theses and Dissertations by an authorized administrator of Digital Repository @ Iowa State University. For more information, please contact hinefuku@iastate.edu. A review of studies on luxury hotels over the past two decades by Yin Chu A thesis submitted to the graduate faculty in partial fulfillment of the requirements for the degree of MASTER OF SCIENCE Major: Hospitality Management Program of Study Committee: Liang (Rebecca) Tang, Major Professor Tianshu Zheng Fatma Baytar Iowa State University Ames, Iowa 2014 Copyright © Yin Chu, 2014. All rights reserved. ii TABLE OF CONTENTS Page LIST OF TABLES ....
Words: 22164 - Pages: 89
...Back to Hotel Strategic Management 101: An examination of hotels’ implementation of Porter’s generic strategy in China Yin-Hsi Lo, Assistant Professor of Hospitality Management, Southern Taiwan University, Taiwan ABSTRACT The market-position view (MPV) of the firm in Porter’s generic strategy hypothesizes that the exploitation of differentiation and cost-leadership can create competitive advantage for a firm, which then has a better chance of outperforming other firms in a homogeneous industry. However, this notion has not been tested in the Chinese hotel industry. In response to this gap, this study empirically examines the relationships between the generic strategies of differentiation and cost leadership and hotels’ organizational performance. The results suggest that differentiation is the only significant generic strategy that influences customer satisfaction in the Chinese hotel industry. These findings have important academic and practitioner implications, which are then discussed. Keywords: Competitive Strategy, Customer Satisfaction, Hotel Performance, Market Positioning INTRODUCTION There has been a great deal of discussion in the literature about the impressive hotel development in China in the past 20 years (Derbaix & Pham, 1998; Devonport, Biscomb, & Lane, 2008; Echtner & Ritchie, 1993; Fakeye & Crompton, 1991; C Fornell, 1992; Foxall & Goldsmith, 1994; Pine, 2002; Yu & Gu, 2005). Specifically, many interesting issues have become the favorite topics...
Words: 8594 - Pages: 35