and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are
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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
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Rosewood Hotels & Resorts 1 Running Head: ROSEWOOD HOTELS & RESORTS Rosewood Hotels & Resorts Rosewood Hotels & Resorts 2 Rosewood Hotels & Resorts is a collection of unique, one-of-a-kind luxury properties that are individually branded with the purpose of capturing what is unique about a given location. This strategy has been successful but now management believes that branding the hotels as a collective will increase customer visits between properties. Question #1- Why is Rosewood considering
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Group of hotel is one of the renowned names in the lodging industry. With close to 3000 properties and 500,000 rooms in 78 countries, it is among the top most brands in the hospitability sector. It is a brand management company, catering to the needs of millions of travellers around the globe. With about several billion dollars of real estate invested in Hilton brand of hotels, it offers distinct products across a whole range of consumer segments. Being a brand management company, Hilton hotels own many
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Abstract This paper introduces the concept of guanxi neglect through a case study that describes the takeover of a formerly Chinese managed hotel by a western based, international hotel management company. Specifically, it covers the cultural conflict that occurred for employees trying to adapt from the former Chinese relationship (guanxi) based planned methods of hotel management to that of the more market oriented, management company. Conclusions that are drawn highlight cultural characteristics and
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DECLARATION I Japhet NKURUNZIZA ,do declare that this research project is my own work. I have to do the best of my knowledge acknowledged all authors or sources from where I got information. I further declare that this work has not been submitted in any university or institution for the award of a degree or any of its equivalents. Signed…………………………………………..date………./……………/………………. APPROVAL This is to acknowledge that this research project has been submitted with my
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hoosing a Hotel Choosing the right hotel is always a trying task, and with the enormous number of promotions, deals and programs out there, it can be downright overwhelming. It doesn't help that these days most hotels have Web sites full of tantalizing photos and slick promotional copy that make you believe you'll be bathed in luxury as soon as you step foot into the lobby. How can you tell if a hotel will live up to its own hype -- and, more importantly, if it's the right hotel for you? Since
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that can affect the hotel industry we are in is an economic recession. When a catastrophe like this hits people they tend to panic and stop spending on unnecessary things. Luxuries that we provide in the hospitality industry like fine dining and recreational activities tend to be cut off from people when the recession hits. People become scared of the future and unsure of when things will get better and if it will happen again. This causes us to lose revenue and profits. Our hotel growth becomes slow
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CHAPTER ONE 1. INTRODUCTION 1.1 Internship Period and Organization I began my internship program on 7th July, 2008 with Highness Hotel. The internship was to last for three (3) months and as a result my internship came to an end on 11th October, 2008. This was my first gain experience in the hospitality industry. Highness Hotel located at the border of Linkou Township and Gueishan (333, No: 28, Wen Hua 2 Rd, Gueishan, Taoyuan, R.O.C – Tel: 03-3275888). I was working in front desk department
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How IT has enriched User experience! How often would one imagine if his/her car were to be modified to have a comfortable long drive? Or how nice it would be to have the same room reserved for you when you revisit a hotel? More often, customers do care about specific aspects of a product or service in order to have a pleasant user experience. The next obvious question would be simple; how would it be possible to maintain such minute details consistently? Is there a way around? Yes, there is an answer
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