2087 JUNE 15, 2007 CHEKITAN S. DEV LAURE MOUGEOT STROOCK Rosewood Hotels & Resorts: Branding to Increase Customer Profitability and Lifetime Value Introduction For nearly 25 years, Rosewood Hotels & Resorts (Rosewood), a private hotel management company, sought to build a global reputation with iconic luxury hotels such as The Mansion on Turtle Creek in Dallas and The Carlyle in New York—trophy properties so distinctive, each could thrive on its own name, without any “corporate” identification
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Gevork Papiryan wrote this case solely to provide material for class discussion. The author does not intend to illustrate either effective or ineffective handling of a managerial situation. The author may have disguised certain names and other identifying information to protect confidentiality. Copyright © 2014, Richard Ivey School of Business Foundation Version: 2014-09-11 In August 2006, Global Hyatt Corporation opened the world’s first Hyatt Place hotel just outside Chicago in Lombard
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2087 JUNE 15, 2007 CHEKITAN S. DEV LAURE MOUGEOT STROOCK Rosewood Hotels & Resorts: Branding to Increase Customer Profitability and Lifetime Value Introduction For nearly 25 years, Rosewood Hotels & Resorts (Rosewood), a private hotel management company, sought to build a global reputation with iconic luxury hotels such as The Mansion on Turtle Creek in Dallas and The Carlyle in New York—trophy properties so distinctive, each could thrive on its own name, without any “corporate” identification
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effective service recovery which shows the viewpoints such as the customer-oriented commitment, empower the front-line employee and how to make brilliant recoveries. All of these statements are based on the numerous authority investigations with the real cases existing in today’s hospitality industry. The paper also discuss the failure prevention and service guarantees which are closely related to service recovery and introduce the dominant point “prevention is better than cure” . The goal of this
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9-809-029 23 DE JULIO DE 2 0 0 8 Professors Lynda M. Applegate of HBS, Gabriele Piccoli of the University of Sassari, and Chekitan Dev of Cornell University prepared this case. HBS cases are developed solely as the basis for class discussion. Cases are not intended to serve as endorsements, sources of primary data, or illustrations of effective or ineffective management. Copyright © 2008 President and Fellows of Harvard College. To order copies or request permission to reproduce materials
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you fit in is an important starting point to a successful career in tourism. Tourism may be described as the activities of tourists and those who cater for them. It is a highly diversified business with many component parts ranging from airlines to hotels. Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation. A contemporary explanation of Hospitality refers to the relationship process between
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HILTON HOTELS : BRAND DIFFERENTIATION THROUGH COSTUMER RELATIONSHIP MANAGEMENT Case Summary Hilton Hotel merupakan waralaba bisnis perhotelan terbesar di dunia. Beroperasi pertama kali pada tahun 1919 di Mobley Hotel Cisco, Texas yang didirikan oleh Conrad Hilton. Dan pada tahun 1946 dikenal dengan nama Hilton Hotel Corporation. Dimana Target pasar yang dibidik oleh Conrad Hilton pada mulanya adalah para penambang batu bara dan orang-orang yang bepergian dan harus pulang pergi di perbatasan
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S w 9B05M035 MAJESTICA HOTEL IN SHANGHAI? Jane Lu prepared this case under the supervision of Professor Paul W. Beamish solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality. Ivey Management Services prohibits any form of reproduction, storage or transmittal without its written permission
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MAJESTICA HOTEL IN SHANGHAI? On March 20, 2005, Richard Roy, executive vicepresident of Majestica Hotels Inc., was in China, for negotiations with Commercial Properties of Shanghai Limited (CPS). They were discussing a possible management contract under which Majestica would be the operator of a new luxury hotel there owned by Shanghai Industrial Holdings. Majestica Hotels Inc. was one of the world’s leading operators of luxury hotels. The expansion into mainland China had been on management’s
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Guidelines for Action and Skill Development 95 coaching with helping her get a gig at Fordham University. Says she: “You can’t understand business unless you understand yourself.” Big companies tap Arruda to lead charismaboosting workshops. Starwood Hotels & Resorts recently hired him to speak to 300 execs. He has gotten business from American Express, JPMorgan Chase, and Microsoft. Some executives are uneasy self-promoters. Jane Swift, a program director at British Telecom in m London, followed Arruda’s
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