Hotel Uniforms – probably is the first non-verbal, controllable yet intangible moment of truth that guests experience when they arrive at the hotels. According to Lim, Lee and Foo (2017), hotel uniforms can be the first clue that guests forecasting how the service qualities and standards of the hotels will be. With guest retention and loyalty being one of the most profitable incentives in terms of hotel revenues, guests’ implicit service encounters and distinct impression towards the hotels become crucial in retaining the guests. Lovell (2005) suggests that uniforms, especially for those star-rated multinational hotel chains, also act as a sense of belonging and conformity of the staff towards the hotels. Hotels’ intangible values, which are …show more content…
Hotel uniform “personalization, on a basis of the hotel as a whole”, may be the future trend of the hotels which aim to have distinct market position and segmentation in a way of impressing the guests (Ariffin, Nameghi, & Soon, 2015, p. 780) with localized stay experience. Competition between multinational luxury hotels, especially in Hong Kong, a small but well-developed region with stable society, high public security and social prosperity where being a renowned and popular destination for business and leisure guests, is fierce. Most of the global hotel brands can be found in Hong Kong, The Ritz-Carlton, The Grand Hyatt, Shangri-la as well as JW Marriott, to name but a few. To be remarkable and impressive among the competitors, intangible uniqueness appears to be more prominent to thrill the guests (Osman, Hemmington, & Bowie, 2009).
Chinese-featured embroideries and accessories can create added values to the existing hotel uniforms without wrecking the original creativity and tailoring of the uniform. Uniform design with Chinese-featured embroideries, such as personal Chinese name embroidered on the collars; Chinese-featured
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Targeting the guests from the multinational luxury hotels, who are more value-sensitive and with higher life appreciation and standard of lifestyles, they have higher attention towards appreciating the design of the hotel uniforms by “feeling” the hospitality provided by such moment of truth in a non-verbal, implicit and intangible way. After studying the effectiveness of adding such Chinese-featured specialities to the existing uniform, forecast regarding the future trend of hotel uniforms design and the feasibility to personalize the designated multinational hotels’ unique features in a specific region to provide guests different exposures and experience when they stay in the chain hotels in other countries, will be
According to the NY Times (2016:online) ‘Chinese market account for almost the half of the global luxury market, providing a high demand of goods in different segments’. (http://www.nytimes.com/2016/04/05/fashion/china-luxury-goods-retail.html). Younger and more sophisticated generation of shoppers are emerging in Asia looking for new aspirations and creating a new target market for luxury goods. The consumption has gone beyond the logo items (which can affect many brands), these new consumers look for a lifestyle and quality – it is not only purchasing anymore but about the
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...
School uniforms have always been a topic of interest for me since fifth grade when my school merged with another and I had the possibility of adopting their uniform policies. Up until researching this topic I have always thought uniforms were a terrible idea because they were just ugly and looked uncomfortable. So with my argument paper of course I wrote about how uniforms are a bad idea. After reviewing all of my research I did in order to write this paper I came to the conclusion that uniforms actually make so much sense to me now. This could be because I am lazy and like that I wouldn’t have to make any decisions. I have also encountered many peers who do wear uniforms and after hearing their opinions and tolerance for them I began to wish I was exposed to that growing up. So I have done full research into both sides, while switching sides a few times as I created a solid outline. Currently I feel that uniforms offer a safe and united community that encourages the individual and self growth.
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...
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
The most prestigious name in the industry, Hilton Hotels & Resorts stands as the stylish, enthusiastic and global leader of hospitality. With over 92 years of experience, Hilton continues to be synonymous with hotel because of innovative approach to products, facilities and service. They help make traveling easier with smart design, innovative restaurant concepts, authentic hospitality and assurance to the global community.
whereby the “history” of a customer of any one hotel can be accessed. by any other hotel so that preferences are immediately responded to. even if it is the customer’s first use of a new hotel. When this is in place, a customer of Mandarin Oriental, Hong Kong who prefers a particular type of beverage will find it waiting for him upon arrival. at The Oriental, Bangkok.
...ress online queries (M.A.C, 2014). As an idea the company can emphasize luxury by having personal service customization. After the cosmetics are customized a team of makeup artists would come to your home and give you a makeover. This could be done for any occasion as personalization is the key success for a luxury brand.
The Ritz-Carlton Hotel Company has achieved so much fame in their marketplace that they have attained what is referred to as “The Ritz Mystique.” Among the grand hotels of the world, The Ritz-Carlton hotels and resorts are famous for luxury, spectacular surroundings and legendary service. They have gained this title with dedication and award-winning hotels that reflect the 100 years of tradition that stand behind them. Discovering the fascinating history of Ritz-Carlton hotels, illustrates their commitment on relentless training to improve their quality in service and their strategy. Ritz-Carlton has achieved a Gold Standard of value and philosophy by which they operate.
Thanks to these factors, pricing becomes one of the primary uses with which hotels attract customers. However, due to customers’ independent nature, there influence over industry players is limited. In the high-end segment of hotels, price influence becomes even less as hotels find it easier to differentiate themselves from the competition and customers become less price sensitive coming to expect higher prices as a symbolism of superior quality and services. Lastly, corporate business and tour operators can exert more influence due to their large purchases but this affect is of a limited nature and does not extend across the whole
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.
*Problems: How far can management push this branding strategy without undercutting the distinctiveness of each individually branded hotel?
Whitla, P., Walters, P., Davies, H. 2007, Global strategies in the international hotel industry, Hospitality Management, vol. 26, pp. 777–792.
The overall industry saw a strong boom rate from 2010-2014. The global hotels & motels industry had total revenues of $677.1bn in 2014, representing a compound annual growth rate (CAGR) of 4.6% between 2010 and 2014. In comparison, the Asia-Pacific and US industries grew with CAGRs of 6.6% and 5% respectively, over the same period, to reach respective values of $163.7bn and $166.2bn in 2014(Global Hotels & Motels 7). The reason for this growth is due to the Asia-Pacific Region and Americas. The US alone with its world’s largest hotels/market has conquered net value growth, while China has literally doubled the revenue in the same time span. The leisure segment