THE COUNCIL OF COMMUNITY COLLEGES OF JAMAICA
ASSOCIATE OF SCIENCE DEGREE
COURSEWORK
SEMESTER II – JANUARY 2014
Marketing Environment
Nadlee McQueen (20131095)
Kedesha Ellis (20131841)
Jenelle Stewart (20131842)
Lecturer: Miss Claudia Blythe
Course: Principles of Marketing
Assignment: #1
Excelsior Community College
Contents
ClubHotel Riu Ocho Rios 3
Their Unique Features & Services: 3
Restaurants and bars: 4
The Marketing Environment 5
Microenvironment 5
Macro environment 5
Micro Environment forces that affect ClubHotel Riu Ocho Rios 6
Competitors 6
Customers 6
Macro Environment forces that affect ClubHotel Riu Ocho Rios 8
Natural Environment 8
Economic Environment 8
The Changing Global Market Landscape 9
References 12
ClubHotel Riu Ocho Rios
ClubHotel Riu Ocho Rios, this resort is located on a beach, surrounded by Ocho Rios rain forests and waterfalls. It has 846 beautifully appointed Riu rooms complete with mini bar and liquor dispenser alongside Deluxe Wing Section Junior Suites and Suites with luxurious hydro-massage tubs and Jacuzzi. According to “http://www.clubhotelriuochorios.com/our_hotel.htm”
In addition to its beautiful sand beach, the hotel features swimming pools & world class dining in a variety of restaurants with endless tropical creations at their bars. And an array of high- quality facilities and many breathtaking ocean view accommodations which complements their exclusive Deluxe Wing. According to “http://www.clubhotelriuochorios.com/our_hotel.htm”
ClubHotel Riu Ocho Rios Features & Services:
• 846 beautifully appointed Riu rooms & Junior Suites, completed with mini bar and liquor dispensers
• Exclusive Deluxe Room: 371 Jacuzzi Suites, Suites & Junior Suites
• Jamaica meeting rooms
• Ideal for Jamai...
... middle of paper ...
...hey have to step up their game where service is concerned to keep their guest happy but they also have to ensure that what they are offering is better than their competitors.
Another aspect of the changing global landscape that affects how they market their resort, almost everyone has a Facebook account so what they have done is create a Facebook page which also their guest to view new promotion low prices that they offer and fun things that happens at the resort. Person might also be interested in asking them a question, through that media they can. They also have a website where you can make your online reservations this is a hassle free was of booking your stay. “According to “http://katecarruthers.com/2009/01/the-changing-marketing-landscape/”.
References http://www.clubhotelriuochorios.com Kotler, P Principles Of Marketing 14th edition, Prentice Hall
The resort is a magnificent place for relaxation- with many beaches, ruins, restaurants, tourist attractions, entertainment venues, and natural wonders.
Throughout the trip, we will be staying in different accommodations, including St. James Hotel in Cimarron, which has hosted many famous people, and the visitor’s houses in the National Monuments where you can experience nature all night long. We will also bring you to one of the best restaurants in each area and it’s on us.
In 2010, the hotel has an occupancy rate of 82.9% and the average daily rate of $190.18. The hotel’s high quality service and the reasonable price grossed numerous positive reviews on both Guest Satisfaction Surveys and tourism websites such as Fodor’s.
Some rated the hotel at 1 or 2 stars, meaning ‘poor or terrible’. A few mentioned that although the location was great the rooms themselves, noise, staff and the size of the apartment did not meet expectations. Kelli L (Trip Advisor) said that on a booking site it said parking and Wi-Fi were included, however they found both to have very large extra charges. This may have been listed as included on the booking website this customer was using but on the official website, when booking they are shown as extra costs. Multiple people also said that it was “The noisiest accommodation I’ve ever stayed in” (Phil F, Trip Advisor) or “Noisiest hotel stay ever” (loopylou137, Trip Advisor). Though there were some poor reviews, the positive reviews outweigh the negative ones meaning the experiences of these customers were quite rare and the hotel seems to be quite
Once you get to the resort, as soon as you go in you feel like you are in paradise, which you are, kind of. You get the keys to your room, they take your bags, every meal is free, well something like that because
... night parties and romantic escapade. The incredible restaurants on the beaches are stunning and present not only good food but a splendid setting to enjoy the most beautiful sunset. Besides restaurants, the bars on these beaches are perfect for youngsters and couples to enjoy the liveliest and zealous nightlife in Caribbean region for which, the isle is globally famous.
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).
For instance, the university academic, administrative and retail portion of the building will occupy seven-to-eight floors (36 to 48.5 metre high) located in the podium at the base of the building, while the residential proportion will comprise of 100 student residential units with a total of 332 beds (Teixeira, 2014).
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
This company provides accommodation facilities with hospitality for people who come from other areas but this is not a hotel service. This is called first unhotel hospitality product which enable guest to live like locally by experiencing luxury facilities. This concept has gone beyond the hotel service and it is called as vacation home. This great business concept was created in 2009 on the mind of Grey Marsh who is the CEO of this company. They are keeping their relationships with two parties to be success in their business and to make high profit in the market place. In here, they provide their service to typical high market home owners by giving the opportunity to let them out their home for people while the home is
customer at a time. They are more concerned with the quality of the service tha
Restaurants provide homogeneous products, though service delivery may differ from one place to another depending on the caliber of regular customers registered over a period of time as well as the target market. This means in most cases, service delivery will remain the main factor behind success of any enterprise in the hospitality industry.
Lack of motivation: locals get paid on hourly basis and get a raise each year without a review, they are not concerned about the extra money such as tips.
Ramada, like most mid-tier hotels, had become stagnant in customer service ratings. Management of Ramada Franchise Systems (RFS) knew that it was only a matter of time before ratings began to drop and true problems developed. RFS knew it was time to address the situation at hand. In doing so, RFS went to some of the leaders in customer service – Disney, Southwest Airlines, and Carlson Hospitality.
The hotel is a large spacious landmark, considered as a precious masterpiece of the reunion island. It was constructed during the colonial period. This edifice is still considered as one of the most amazing structures of the reunion island. It was made up by using neoclassical architecture and the richest colonial designs of the Saint – Denis.