Hans Hotel is on the rise, and it is experiencing problems typical for a company that is transitioning from a small to a big organization. Their acquisition of new hotels and the growth of their clientele are clearly happening faster than their systems, and business culture can keep up with. Usually, when a company outgrows its current strategy and systems, it is important that management gets together and revise their strategy to accommodate the company’s growing status. Otherwise, when the growth is not well accommodated, the confusion and lack of structure the company finds itself in could spell a disaster for the company’s further growth, and if not well managed, this could result in death of the company (Hernon, 2000).
A good strategy for Hans Hotel, especially in the light of its recent growth, would entail the maintenance of the current clientele, the acquisition of new clientele, taking advantage of the Hotel’s potential and strengths to build a strong brand, and improvement of management so that it could handle rapid growth. The strategy must, however, start from rectifying the current situation in order to create room for other objectives. Staying as it is, the hotel risks losing commitment of its customers due to poor management manifestations such as double booking of rooms or the delays during checking out due to a long procedure of making up bills and queries.
If there have been unpleasant words exchanged between guests and the hotel attendants due to an oversight by the hotel, the hotel is already in danger of suffering a poor reputation. Service quality, as viewed by the customer, does not only include how well they are attended or how satisfactory the services are, but it also includes such aspects as conveni...
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...nt should include a human resource management team that deals with staff management and also handles public relations for the organization. The stuff must be trained on leadership and proper management of resources.
References
Hammonds, H. (1997). Money: Budgeting. North Mankato, Minn: Smart Apple Press.
Hernon, P., & Whitman, J. R. (2000). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association.
Hill, C. W. L., & Jones, G. R. (2010). Strategic management theory: An integrated approach. Boston, MA: Houghton Mifflin.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks: Sage Publications Ltd.
Wildavsky, A. B. (2006). Budgeting: A comparative theory of budgetary processes. New Brunswick U.S.A.: Transaction Books.
My group previously visited the Sheraton Hotel for our first interview with the front desk manager and it went very well. We decided to keep with the same hotel for our next interview, but due to a last-minute cancellation from the housekeeping manager we were not able to complete the interview. Due to this situation, I will be talking about a whole different hotel - G6 Hospitality. The name G6 Hospitality refers to the hotel brands – Motel 6 and Studio 6. I chose to G6 Hospitality because it is a well-known company that I wanted to know about more in-depth. From all my research, I have gained a lot of insight on what G6 Hospitality is all about.
The first issue in this case study come from the nature of tourist industry, when it can only make profit in the summer holiday; hence, it’s realized that the organization is more alike to the seasonal business. This requires Bergqvist to have new ideas to
Hilton Worldwide carries out business through three segments: (1) management and franchise; (2) ownership; and (3) time-share. These business segments enable management to capitalize on strengths like brand recognition and economies of scale. The company focuses primarily on the management and franchise segment which consist of 3,918 hotels with 610,413 rooms. Managing the properties, rather than owning them, allows the company t...
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
The hotel industry performs within a saturated market, driven by customer loyalty and competitive pricing to stand-out. This competitive nature makes it extremely important to capitalise on strengths while improving on
Wheelen, T. L., & Hunger, J. D. (2012). Strategic Management and Business Policy: Towards Global Sustainability. Upper Saddle River, NJ: Prentice Hall.
The following essay will define what rational organisation design is and how it can be used in business to both cut costs and give increased control to management as well as giving reference to important figures who relate to the systems development. Both the benefits and drawbacks of rational organisation will be explored with both theoretical and real life examples. The conclusion will highlight how rational organisation can be implemented into Junction Hotel and the extent to which it is desirable.
... never achieve a good customer relationship in addition to raise revenue at the same time while doing help other management teams in order to gain their company maximum revenue over different periods of time. The essay makes it simple to understand that while revenue management specializes in short-run revenue maximization along with taking care of very good customer relationship will probably gain within extended revenue maximization, they might both move in hand. The truth is, taking on in order to revenue management techniques in a hotel makes it easier regarding hotels to understand their particular dedicated along with trustworthy customers that will create extended revenue and so permit hotels to provide a lot more focus on these within serving their particular customers correct without lacking incomplete on the providers offered to various other guests.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.
Hitt, M., Ireland, and Hoskisson, R. (2009).Strategic management: Competitive and Globalization, Concepts and Cases. In M.Staudt & Stranz (Ed).
As there is difference in service between a 5 star and a 3 star hotel, discuss the accommodation and front office services for these two different hotels.
Moreover, the InterContinental Hotels & Resorts is considered the first international hotel brand in the world, as it began operations in the year 1946 (About InterContinental Hotels Group Brands, 2015). Over time the hotel group has evolved to encompass quality hotel rooms not only in North America, but in Central and South America, Europe, the Middle East, Africa, Australia, and Asia-Pacific (IHG – InterContinental Hotels Group, 2015). In addition, they have acquired extended stay facilities and the Hualuxe Hotels & Resorts, which specifically “celebrates the essence of Chinese hospitality” (About InterContinental Hotels Group Brands, 2015). In my opinion, this shows that their target market has changed by expanding their scope of travel, which means they are traveling to farther and farther locations and require the familiar surroundings with equivalent product quality at the final destination. The InterContinental Hotels Group is in the fourth and final stage of the product life cycle, which is the decline stage (Editorial Board, 2014, p. 212). Indeed, the brands lengthy history indicates it has loyal customers, but its addition of innovations indicates the targeting of new customers for the organization, which are clear signs of a business in the decline stage of the product life cycle (Editorial Board, 2014, p.
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)