Best Western international is the largest hotel company operating under a single company brand name with 4,200 independently owned and operated hotels. Western employed over 1,076 people and offers more than 316,095 quality guest rooms located in 80 countries and territories throughout the world. The Western founded in 1946 by M.K. Guertin, a California-based hotelier with 23 years of experience in the lodging industry. By 1963, Best Western was the largest chain in the industry with 699 member hotels and 35,201 rooms. In 1964, when Canadian hotel owners joined the system, Best Western took the first step toward global expansion. Nature of the Business is a membership organization incorporated as a non-profit organization. The Company is an association of member hotels established solely to provide revenue generating opportunities and the advantage of purchasing power to benefit its members.
One of the reasons for success for the Best Western is their unique business model. Unlike other franchise companies, their property owners own the brand. They all focused on driving value to the brand and ensuring the long-term success of Best Western. Another part of the formula to their success is their spirit of caring which was parts their organizational culture. One of Best Western’s saying is “Treat your guests like family”. Best Western’s vision is to have their company have the ultimate customer satisfaction. Once costumers are service by this company majority of the time it forms into a long-term relationship. With this, they are inspiring their staff to create emotional connections with their guests.
The Best Western Marina Wadi El Dome Resort Hotel is located in an exclusive spot in the Suez Gulf. Best Western has a strong focus on marketing the brand. The company continues to innovate and enhance both the business and leisure travel experience. Some of the company’s key marketing partners are NASCAR and driver Michael Waltrip, American Automobile Association/Canadian Automobile Association and MasterCard. The Western is all about expanding the company by any means necessary. Best Western has high-speed internet access throughout the hotel and at the same time created a Best Western Travel Card. The card is a gift card that used to pay accommodations and related incidentals at Best Western hotel worldwide. Best Western even decided to team up with NASCAR to become the sport’s first ever-official hotel. The Best Western will gain from NASCAR marketing and promotional initiatives and NASCAR will gain special room rates and loyalty program.
Chick-fil-A recognizes that their brand promise starts the minute the customer enters the premises. When a store opens for the first time, the franchised operator doesn’t just see an opportunity to sell his food product, but rather a “chance to interact, build community, and engage with customers and the community at large. We do this in a variety of ways. First and foremost, we strive to provide 2nd Mile Service to each customer. As we work to continuously improve, we want customers to experience something unique. We want to build community and create relationships between our customers and our food, people and restaurants” [3].
Equally important, Gaylord Palms has stated it prospective new employees the importance and expectations of their employees and the level of customer service they want to attain. They made the employee’s feel very special being chosen to work at the hotel, and assigning dedicated individual to connect with the employee in the beginning and in 90 days. Onboarding is a crucial component to a successful orientation for the employees. I appreciate the hotel having a dedicate individuals to assist in this process. Also, the strategy to communicate its cultural values, the Gaylord Palms internal guarantee was made and communicated to employees, and recognized every employee as an internal customer (United States Air War College 2014). The guarantee states: “STARS first, always”, and shows the commitment of Gaylord entertainment to providing support and resources to the employees, to provide excellent customers service (United States Air War College 2014). They also make the environment fun, and encouraged open communication and development, and uphold values. I appreciate the employee guarantee they created to emulate the same values and power of the guarantee offered to customers. Specific characteristics included deliberate role modeling, teaching, and
In 1919, Company founder, Conrad Hilton, purchased his first hotel in Cisco, Texas. Since that time, Hilton Worldwide has become a worldwide operator, franchisor, and licensor of hotels and timeshare properties in more than 91 countries. In nearly 100 years of existence, the Company now finds itself as one of the largest and fastest growing hospitality companies with over 4,115 properties and 678,630 rooms. With a commitment to high quality and customer satisfaction, the company has established a portfolio of 10 world-class brands including the most recognizable hotel brand in the world, the company’s flagship full-service Hilton Hotels & Resorts brand. Its premier brand portfolio includes the luxury hotel brands, Waldorf Astoria Hotels & Resorts and Conrad Hotels & Resorts, full-service hotel brands, DoubleTree by Hilton and Embassy Suites Hotels, focus-based hotel brands, Hilton Garden Inn, Hampton Inn, Homewood Suites by Hilton and Home2 Suites by Hilton, and the company’s timeshare brand, Hilton Grand Vacations. Hilton operated properties are staffed with more the 314,000 team members focused on providing a complete experience at each location. The company’s award-wining customer program, Hilton Honors, defined rewards programs in the industry and now has over 40 million members (Hilton Worldwide).
The Westwood Suites Management Group has a significant expertise in assuming the full implementation of a hotel investment from the beginning. Our services cover the entire process, from project conception to its opening. We provide detailed analysis and recommendations concerning the basic concept of the project, the market positioning of the project, the selection of equipment suppliers, as well as the day to day operating of the hotel. We connect the capital investment with the development of objectives and the operational realities. We ensure that the architectural vision is compatible with the original concept, is consistent with the budget and covers its operating needs and objectives, including the operating costs of the market positioning and pricing. Our mission at Westwood is to provide our guests, whether for business or for pleasure, places to come where they will be treated like royalty without the expensive
Tourism is the key component that drives the growth in revenue for Cuba apart from the Tobacco and Sugar Cane industry. Meaning more jobs will become available within the next few years. This means more opportunities for the Travel and Tourism industry in Cuba to expand. As a hotel chain, adapting to the island’s standards is a must. A lot of hotels on the island, have their unique characteristics that may or may not influence people’s choices in staying in your hotel. This impacts the recommendations because people are likely to stay at a hotel that offers the amenities of an authentic Cuban hotel.
Technology has created a major impact on the way in which all organizations market their products and services. With the development of the internet, companies are now able to economically market themselves on a global level. Even smaller companies that were once not able to capture international business due to the cost factor can now do just that. The Washington Plaza Hotel is no exception. The hotel industry in DC relies heavily on tourism as a major part of its client base. Many of these tourists who visit the city are of foreign nationality. It is important that the Washington Plaza Hotel targets these people when marketing the company. Not only do they target the tourist but they also target the international business travelers that come to the city on business related trips. The hotel's website, which gives detailed information about the hotel's accommodations and services, can be accessed by potential customers all over the world. In addition, the Washington Plaza Hotel has teamed up with such web-based travel services like Orbitz, Expedia, Travelocity, Etc. in order to capture more of the global market. Before the existence of the internet, the global market was not easily reachable. Technology has the greatest affect on marketing for many organizations and certainly for the Washington Plaza Hotel as well as the hospitality industry itself.
Founded in 1919, Hilton Worldwide has remained a beacon of innovation, quality, and success. What Hilton Worldwide calls their mission statement imposes its worldwide high status: “We will be the preeminent global hospitality company - the first choice of guests, team members and owners alike.” Fierce competition, however, does currently exist among hotel corporations within the market. Marriott International, Hilton’s main competitor, currently stands as the third-ranked world leader within the industry (according to hospitalitynet.org), coming in after Hilton. Other competition faced by Hilton comes from Wyndham Worldwide, Starwood Hotels and Resorts, and Best Western, to name a few. Affiliated with ten different hotel brands, Hilton Worldwide provides its guests with the advantage of choosing from any one of their 4,000 operating hotels located throughout 90 different countries. This has evidently contributed to Hilton Worldwide becoming one of the top leaders (ranked second to be exact) in the hospitality industry, despite their competition. The vision of Hilton Worldwide is “to fill the earth with the light and warmth of hospitality.” As the modern luxury hotel, Hilton has created a prestigious heritage with a modern attitude. The values of Hilton Hotels are stated uniquely, giving one value to each letter that constitutes the word for the hotel brand. “H” stands for Hospitality– “We are passionate about delivering exceptional guest experiences”; “I” stands for Integrity– “We do the right thing, all the time”; “L” stands for Leadership– “We are leaders in our industry and in our communities”; “T” stands for Teamwork– “We are team players in everything we do”; “O” stands for Ownership– “We are the owners of our actions and dec...
Marriott International, Inc is founded in 1927 and in 1983 it became the first hotel chain designed for business travellers. Up till now, Marriott has grown to a chain with 18 different brands and broad segment groups, with 3,900 properties over 72 countries all over the world and with around 42 million members in their loyalty program.
The company Established in Hong Kong in 1963, Mandarin Oriental Hotel Group is. international hotel investment and management group operating ten hotels in the Asia-Pacific region. The company manages each of these. hotels and has significant ownership interests in all but Mandarin. Oriental, San Francisco and the Phuket Yacht Club Hotel and Beach.
In this report the industry context will be analysed using three contrasting hospitality businesses. The contrasting hospitality businesses will be Wivenhoe House as a boutique hotel, Milsom’s, which describes itself as ‘relaxed bar/ brasserie and hotel’ (Milsoms, n.d.) and Novotel near tower bridge. The management structure will be compared in each of these three businesses and staffing deployment and operational characteristics will also be discussed. The three business’ products and services will be evaluated critically and recommendations will be given as well. Finally one guest satisfaction system will be chosen for each business and will be discussed to see if the system helps the business to respond to changing customer needs.
To ensure that each guest receives prompt, professional, friendly and courteous service. To maintain a clean, comfortable and well maintained premises for our guests and staff. To provide at a fair price - nutritional, well-prepared meals - using only quality ingredients. To ensure that all guests and staff are treated with the respect and dignity they deserve. To thank each guest for the opportunity to serve them. By maintaining these objectives we shall be assured of a fair profit that will allow us to contribute to the community we serve.
The Wyndham has executed a compliance program to strengthen ethics throughout the company. They have drafted a thorough Code of Business Conduct that has received top scores from the Ethisphere Institute for its comprehensiveness and availability to stakeholders. Another way the Wyndham contributes to customer is creating a customer relationships. When consumers think about and associate the Wyndham hotel company the first thought that should come to hand is an upscale hotel chains that targets high end consumers. However, the Wyndham targets travelers from across the world and social status. For example, they have different hotels that expend the reach of consumers some of them include Wyndham Hotels and Resorts, Wyndham Garden, and Wyndham Grand Collection, Days Inn, Super 8, Travel Lodge, and others. This strategy allows Wyndham to avoid brand confusion but also set apart with having a wide variety of consumers. Ending with Availability of products and customer care services: The products of the Wyndham are always available in markets and keeps on changing customer requirements. Their customer care service is also effective that help customers in making right and quick
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.
...t can increase the pleasure and customer satisfaction of the dining experience. At the same time, it was also to assist with employee productivity. By Barber and Scarcelli (2010); Lockyer (2003), whether it is the entry, building exterior, the dining room and the guest room of the cleanliness of a hotel or restaurant, can affect the customer’s perceptions of service quality. Also, service organisation in order to market themselves provide high service quality has been seen as an essential to service provider as stated by O’Neill and Palmer (2001). As a result, a customer’s satisfaction and customer loyalty are realized through the physical environment other than through the delivery of exceptional service. Thus, both the physical environment and provide exceptional service plays an important role in the delivery process as argued by Lockyer (2003); Raajpoot (2002).
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.