• Managing customer complaints
According to the Brown University (n.d), an evaluation plan is an integral part of a grant proposal that provides information to improve a project during development and implementation. An evaluation plan helps to come up with the information really needed and it has guidelines throughout the evaluation.
The hotel goes on a market research and the research is carried out through questionnaires, frontline staff and surveys to collect information about their services. Questionnaires are placed in guest rooms, at the reception area and in restaurants in order to collect customers’ feedback. The frontline staff take note of customer’s comments and complaints and they channel the feedback to the management for them
…show more content…
The strength of the Holiday Inn Harare includes; it has a good reservation system, it has access to all its customers to get customer feedback and this enables them to make improvements in their hotel, it is well known because of its excellent advertising, the parent company has an excellent brand quality.
The hotel also has weaknesses which include; some of the branch hotels do not follow the Holiday Inn set standards like the recruitment process, complaint handling procedures and accounting systems of the hotel, it has a large number of competitors and this means their market share will be limited.
The repeated customer complaints of the Holiday Inn Harare are mostly on the food department. Some of the complaints is when the customers’ food ordered came with some additional to it that the customer did not order. For example, when a customer orders an ice cream for dessert then they put some fruits in the ice cream which is not needed by the customer. Some of repeated customer complaints of the hotel are on their staff members. Some of them are not friendly and not welcoming to the guest. Some of the frontline staff at the Holiday Inn Harare does not provide much information of what the customer need to know about their products and
…show more content…
Also should have a supportive leadership which enables the staff not to be exposed in front of the customers and avoiding the staff with stress which could affect the worker’s performance.
• Quality analysis and standards
ISO 8402-1986 standard defines quality as “the totality of features and characteristics of products or service that bears its ability to satisfy stated or implied needs”.
There are many attributes of quality in customer service which includes;
Reliability – measures if the hotel’s products and services are suitable in any condition and repeated measurements should give the same result.
Maintainability – different forms of the hotel’s products should be easy to maintain, easy to upgrade with new technology from time to time.
Usable – the hotel’s applications should be easy to use
Portability – the capability of employees to change their schemes without losing it.
Correctness – applications should be attached to working requirements.
Efficiency – the extent to which time is required to complete the intended task given to the
They must provide a quality product. The Ben Pearce book reminds us that all employees must be dedicated to delivering a quality product.
The competition in the hospitality industry is increasing. Hilton and Intercontinental Hotels are of same class, offering same quality services; this is making each hotel to face very high threats of substitute products. For model, in the absents of Hilton, Intercontinental will satisfy the customers’ needs perfectively and the same time, if Intercontinental is absent, Hilton will satisfy the needs of the customers perfectly.
The management team of the hotel needs to do basic research to identify new products and services and latent needs of existing customers for the innovation process. An example is more room choices in the hotel. Then the company will need to come out with new products and services to reach the needs of current and new customers.
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 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
The Holiday Inn brand is part of IHG’s diverse family of brands in nearly 100 countries and territories. The scale and diversity of the IHG family of brands means that its hotels can meet guests’ needs whatever the occasion – whether an overnight getaway, a business trip, a family celebration or a once-in-a-lifetime experience. The Holiday Inn brand participates in IHG® Rewards Club. The industry’s first and largest hotel rewards program is free. The hotel also participates in IHG Green Engage® and offers unique programs to ensure
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
There are also some problems in the Portman hotel like firstly they do not know that how to implement the service of personal valets. Due to this philosophy, there were too many conflicts in a hotel. Second problem was related to hiring that means that at the time of hiring their job description was 50% is about
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
Thomson Holiday Give their clients an outlet for letting them know about poor encounters. When clients who have had a negative experience, they make it simple and clear for them to let you know about it as well as get it out into the open and not another person.
... be on the facilities and services offered by the hotel to accommodate such persons such as the meeting rooms, conference rooms, ball rooms etc. while on the other hand, when aiming at the persons for a pleasurable visit then the marketer would more likely emphasize on the fun and exciting facilities that would interest them such as sports bar, tennis courts, treatment facility etc.
Rising number of complaints: overbooking the resort due to the communication problem between head office and the resort, and as a result the resort is understaffed and offering a low quality of service to the customer.
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.
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.