HAMPTON INN: THE 100% SATISFACTION GUARANTEE
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.
2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus are:
a) Guests – that no matter what happens, even if the hotel really did nothing wrong, they can get their money back.
b) Managers – that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from managers, and they can not react in the best interest for the hotel chain because what’s in the customer’s best interest is usually not the same as the company’s best interest.
c) Owners of the Hotel Buildings – that they need to keep their facilities in tip top condition or else customers will be dissatisfied with their experience and demand their money back.
d) Promus – that this is a program that can enhance the quality of their hotel system.
3. I think that since certain events are “uncontrollable” it would be more realistic to exclude them from the guarantee, but it seems like people really respond to the candor of the Hampton Inn employees and respect the fact that they are being honest with them about the conditions of the hotel. This is great for customer service and public relations for the hotel, and very rare in the business world, and I think consumers really appreciate that.
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This study will make inferences by content analysis in line with “Analyzing the Use of an Advance Booking Curve in Forecasting Hotel Reservations” “Hotel reservation methods--a discriminant analysis of practices in English Hotels” “A comparison of forecasting methods for hotel revenue Management”. As well company information from annual reports (2014 and 2015) will be analyzed with regard to occurred reservation system failures to conclude recommendation for how capacity utilization and demand management can be enhanced by updating current reservation system with better forecasting capabilities.
-“Emphasis on individual property brands was not working from a number of fronts. Guests are seeking a unique Rosewood property experience and are not making the connection between Rosewood properties and are increasingly indentifying with other strong hotel brands.” –Scott and Boulogne
Bollenbach, who had a reputation for creating innovative financial structures in the hotel industry, proposed a radical restructuring for MC. Bollenbach’s proposal included breaking MC into two separate entities. The new company would retain the service businesses of MC and have the financial strength to raise capital and take advantage of various investment opportunities. On the other hand, the old company would retain the hotel properties and the pressure to sell properties at reduced prices would be greatly lessened. This drastic restructuring proposal, deemed Project Chariot, had to be evaluated by J.W. Marriott before he went before his board of directors with his ultimate recommendation. Thus, Marriott planned to review the company’s past financial history that led to their current position; evaluate Project Chariot’s advantages, disadvantages and value; determine the bond risk involved if Project Chariot was accepted and finally consider alternative recommendations.
History of Hilton hotel has been very interesting as it started as Mobley Hotel in year 1919 a small building. Because, when the company started it had no plans or ideas of expanding, the sole purpose was to serve as a place for the travelers to stay where they can comfortably enjoy a night or few and carry on towards their journey. After twenty-seven years of business and hard work, this small hotel went nationally in eleven states within United States, known as Hilton. Currently they have four thousand worldwide properties, either directly owned or franchised (including third party), in seventy-eight countries. Hilton even though allows franchises but there policies remain the same and direct Hilton officials do all the upper level management. The company name Hilton understands for Hosp...
Accor Hotels is a multinational hotel group which owns, operates and franchises over 3700 in 92 countries representing several different brand names. The brands they represent range from budget, economy to five star accommodation. This hotel group is classed as a large organisation, they call their Human Resource department Talent and Culture this department consists of managers and staff who 's main focus is the Human Resource Management roles and responsibility. The Human Resource role and responsibility within the Accor company is the human resource manager as it a large business, this department supports business and running of the business. The human resource manager is responsible for employee engagement, employee relations, recruitment and selection, health and safety and legislation.
In spite of having numerous structures in place to ensure a luxurious guest experience, the Oberoi Vanayvilas (OV) failed to provide a quality service to its hotel guest. To recover from this service failure, we recommend OV to sincerely apologize and ‘offer refund for the third night and a credit for the two nights for a future stay with additional hotel perks tobe used at OV within a year’ to the impacted guest. Main drivers for our recommendation are to convey a message that Oberoi sincerely cares about the customer inconvenience and wants its guest to revisit the hotel to win over the customer by its exemplary quality service.
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
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 next vulnerability for The Ritz-Carlton is the competition in the hotel industry. The hotel industry is very competitive and there are numerous options for customer to choose from. Hotel chains are always attempting to provide the lowest price, best service, or best customer stay. In direct completion with The Ritz-Carlton is the Four Seasons, as lower priced hotels are really not in competition (www.galup.com).
...to specific areas where additional work is necessary. Finally, their comments from their customers have both reflected a positive. trend in certain process improvements and alerted them to areas. needing improvement.
... 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.
“A hotel defined as an “inn” has an obligation to accept bona fide travellers who appear able and willing to pay a reasonable sum for the services and facilities provided, and who are in a fit state to be received.”
“The objective of this phase is to identify events and or future trends that will affect the hotel industry over the next five years. Also, the impact that those events and trends will have on your business in terms of cost and revenue changes and the timing of the impact.” (Fedele, 2010) For each of the external environment, it is also to identify what will affect the performance of the business.
Mandatory resort fees of $10-$20 in the lodging facilities have become a huge inconvenience for the customers today. Hotels charges these fees to cover everything from parking, phone calls, use of pool and spa, internet and gymnasiums. Their argument is that it covers the use of all the facilities provided that need constant maintenance by the hotel staff. They believe that the customers don’t want to pay for each service they use separately as it adds to the inconvenience. Also, they can subsidize the cost of all of these services if they charge a resort fee per night for every customer.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. The Hotel industry not only plays an important role in the life of people but as well as the economy of the country. I spent an hour of my day relaxing in the lobby at the Fontainebleau resort in Miami, while on vacation with my family visiting from out of state. It was my first time staying at the resort so I was eager to check it out, after seeing such great reviews on Yelp and hearing great things from friends who have been there in the past. The employees working at the resort were very welcoming, professional and willing to go above and beyond to help their guests. The check-in process was very quick due to having