...HILTON WORLDWIDE Hilton Worldwide (Hilton) is a leading global hospitality company which was established in the year 1919 by its founder Conrad Hilton. Since then the company has expanded geographically, produced original hotel and travel concepts, and developed innovative technologies to enhance the guest experience. Their 93-year history as pioneers in the industry makes them the number one venue for travelers, developers, partners, and team members alike. The company was until recently known as Hilton Hotels Corporation. The new Hilton Worldwide is now owned by the private equity firm "The Blackstone Group". The name Hilton Worldwide signifies the company’s global breadth and reach. Hilton Worldwide retains a chain of hotels from luxurious full-service hotels and resorts to extended stay suites and mid-priced hotels. This means that Hilton Worldwide is mainly focused on the lodging sector. One of the world's largest hoteliers is operated by Hilton. This includes a lodging empire of over 3,900 hotels and resorts in almost 91 countries. The company provides services that include lodging rooms, health and fitness facilities, and meeting facilities, dining options, swimming pools, exercise facilities, laundry facilities and spa treatments. Hilton operates and maintains a trusted portfolio of brands such as, Waldorf Astoria, Conrad, Doubletree, Embassy Suites, Hilton Garden Inn, Hampton Inn & Suites, and Homewood Suites etc. Additionally, the company also operates...
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...Management Information Systems for Tourism Hospitality Organisation Using Management Information Systems for Tourism Hospitality Organisation CONTENTS Introduction to the Project 2 Introduction to McDonald 3 Role of MIS within Tourism and Hospitality context 4 Importance of Management Information System for Hospitality and Tourism Industry 6 Use of IT System in an Organization to attain Competitive Advantage 7 Type of Database and Data warehousing in Tourism and Hospitality 9 Use of E-Commerce and MIS in the Industry 11 System Design Requirements of Tourism and Hospitality Business 14 Use of IT to Support Customer Relation Management 16 Role of Enterprise Resource Planning in Tourism and Hospitality 18 IT Security Issues within the Tourism and Hospitality Industry 20 Ethical and Privacy Issues on Use and Storage of Data. ...
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...Hospitality Business Models Confront the Future of Meetings Cornell Hospitality Industry Perspective No. 4, June 2010 by Howard Lock and James Macaulay www.chr.cornell.edu Advisory Board Ra’anan Ben-Zur, Chief Executive Officer, French Quarter Holdings, Inc. Scott Berman, U.S. Advisory Leader, Hospitality and Leisure Consulting Group of PricewaterhouseCoopers Raymond Bickson, Managing Director and Chief Executive Officer, Taj Group of Hotels, Resorts, and Palaces Stephen C. Brandman, Co-Owner, Thompson Hotels, Inc. Raj Chandnani, Vice President, Director of Strategy, WATG Benjamin J. “Patrick” Denihan, Chief Executive Officer, Denihan Hospitality Group Joel M. Eisemann, Executive Vice President, Owner and Franchise Services, Marriott International, Inc. Kurt Ekert, Chief Operating Officer, GTA by Travelport Brian Ferguson, Vice President, Supply Strategy and Analysis, Expedia North America Chuck Floyd, Chief Operating Officer–North America, Hyatt Anthony Gentile, Vice President–Systems & Control, Schneider Electric/Square D Company Gregg Gilman, Partner, Co-Chair, Employment Practices, Davis & Gilbert LLP Susan Helstab, EVP Corporate Marketing, Four Seasons Hotels and Resorts Jeffrey A. Horwitz, Partner, Corporate Department, Co-Head, Lodging and Gaming, Proskauer Kevin J. Jacobs, Senior Vice President, Corporate Strategy & Treasurer, Hilton Worldwide Kenneth Kahn, President/Owner, LRP Publications Paul Kanavos, Founding Partner, Chairman, and CEO, FX Real Estate...
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...profitable, honorable and first choice hospitality service providers in the world Mission and Vision Marriott’s mission and vision endeavor to offer the highest quality and service standard in the hospitality industry with magnificent lodging facilities, leading technology, sophisticate management and enthusiastic servicing team to achieve complete customer satisfaction. Our hospitality management service strive to sustain ongoing business growth and financial strengths in order to maximize every stakeholder’s interests and provide endless contribution back to the community, through service diversification and enduring global expansion. Executive Summary This report analyzes the current strategies of Marriott International and based on the given and researched information to develop a number of recommended future strategies in order to sustain the growth of the corporation. I believe that Marriott has a good chance for success even through the market is highly competitive. Marriott can successful by developing market to Asia Pacific and using the two recommendations that have been discussed, whilst being backed up throughout with the core competency of marketing. I believe that the multi-brand and product advantage can be achieved despite other hotel corporation to penetrate any market for a period of time. As the leading hospitality corporation develop over 13 multi-brand products in serving various customer needs that no other hospitality group has. However, this advantage...
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...IT and Internet’s Impact on Tourism and Hospitality Industry: Implementations of technologies for Hilton Hotels Group. Demonstrate critical and evaluative interpretation and application of theoretical IT/ e-business concepts to a current tourism and hospitality market situation in order to build sustainable competitive advantage. I Introduction Accompanying the technological revolution of the 1990s there are many new opportunities and challenges for the tourism and hospitality industries. Since tourism, global industry information is its life-blood and technology has become fundamental to the ability of the industry to operate effectively and competitively. Poon (1993) suggests that the whole system of information technologies is being rapidly diffused throughout the tourism industry and no player will escape information technologies impacts. The report below gives an insight into the importance of application of information technologies and the use of Internet in tourism and hospitality industries. Two given strategic frameworks provide the analysis of the Internet and its impact on these sectors. This paper also aims to show how technological innovations and information systems can be beneficial for the hotel companies, by using the example of Hilton Hotels Group. II IMPORTANCE OF TECHNOLOGY IN TOURISM AND HOSPITALITY SECTORS Market wisdom today suggests that hospitality companies must embrace technology to compete against traditional competitors, as well as entrants...
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...Introduction Globalization is a common word of a major issue in today’s world. It may be referred to many phenomenon consuming politics, technology, corporate strategy, markets, trading, and consumer behavior (Nooteboom 1999, 56). This article is to understand the concept and behavioral changes as a result of globalization towards tourism and hospitality industry in order to construct wider understanding of its negative and positive impacts. Globalization, as a meaning of its term, clearly stated the understanding of product or service market involving two or more countries to serve the worldwide market outside their local networks. It may be referred as the highest commercial development for any company internationally (Teare, Boer 1993, 194). Product trading and media communication, which makes information as a trade good are the division of two main principal or concept in order for a company to further spread their trading power towards utilizing globalization benefits. Globalization is mostly involved by Mega Corporation, multinational and the consumer themselves. Under the economic perspectives, it clearly shows that globalization referred to the increasing of market interdependent and production in two or more countries through trading in goods or service (Teare, Boer 1993, 194). As the trade radius become international, globalization gives an increase of labor workforce- in which international division of labor is achieved by the fragmentation of international production...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...| | | | | | | | | | | | | | | | | | | | | | | | | | | | | Module code | Title | TFDS9001 | Postgraduate Dissertation | | Pre-Requisite Module Code(s) | Co-Requisite Module Code(s) | Last Revision Date | ECTS Credits | | | | | | | TFRM9001 (2011-12) Research Methods for Masters Thesis | TFRM9001 (2011-12) Research Methods for Masters Thesis | | 30 | | | | | | Contact Hours | Max Class Size | Duration | Date approved | Approved Checked | | | 1 Semester | | | | School of delivery: School of Hospitality Management & Tourism | | Author: Jennifer Lawlor Geraldine Gorham | Description: This module facilitates postgraduate students to undertake and complete an independent investigation in a research area of their choice. | | Aims: The main aim of this module is to enable a student to research a particular area of interest through the preparation and completion of a Masters' thesis. | Learning Outcomes: | Outcome | | On completion the learner will be able to: 1. Complete a Masters' thesis, having investigated an individual subject/research area or tested a hypotheses outlined in a research proposal. 2. Conduct an analytical literature review appropriate to the research area under investigation. 3. Utilise appropriate research methodological techniques within the context if their research. 4. Present their findings...
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...February 05, 2013 Strategy from the Outside In: Profiting from Customer Value Write-Up - Part II I. Introduction In Strategy from the Outside In: Profiting from Customer Value, George S. Day and Christine Moorman use research to determine business strategies that separate successful from unsuccessful firms. This write-up shall have a section, titled § II. Brief Summary, which outlines each chapter in Chapters 7 through 13, including the conclusion. This write-up shall also have a section, titled III. Application, which shall apply the material from § II. Brief Summary to a firm (hereinafter "Firm A") with which I worked as a business consultant. Firm A is a multi-national holding company that specializes in acquiring, supporting, and growing its subsidiary companies through accelerated organic growth as well as through acquisitions and/or strategic joint ventures and divestitures. II. Brief Summary Chapter 7. The Third Imperative: Capitalize on the Customer as an Asset For a firm, the profitability of the customer asset - the sum of the discounted long-term profits associated with the customer's purchases and referrals - is based on three principles. First, that a firm must distinguish between behavioral loyalty – the frequency of customer purchases from a firm when a need arises – and attitudinal loyalty – an attachment to the firm and/or its specific products or services. Second, that a firm must manage customers to engage in behaviors that directly...
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...Emerging Indian Hospitality Sector: A study of NCR hotels Shiv Mohan Verma, Asst. Professor. HRCTGI Ravi Kumar Singh, Asst. Professor. HRCTGI Abstract Today, big name brands are embracing new technologies and adjusting their budgets in some surprising ways. Using mass production, network broadcasting, nationwide transport and chain retailing, marketers are driving consumption among the rapidly increasing population. The emerging trends in marketing have been caused by multiple factors like advent of MNC’s in India, changing industry structure or increasing media penetration to Indian homes. Marketers today acknowledge the value of knowing the customer and retaining customer relationship. This paper explores the changing dynamics of the Hospitality Sector, its ever-increasing focus on innovation along with the reasons causing the changes. The paper will address everyday questions faced by marketers in the rapidly evolving marketplace. Introduction The economy has moved decisive to a higher growth phase. Till a few years ago, there was still a debate among informed observers about whether the economy had moved above the 5 to 6 per cent average growth seen since the 1980s. There is now no doubt that the economy has moved to a higher growth plane, with growth in GDP at market prices exceeding 8 per cent in every year since 2003-04. Over the last five years there has been a sharp acceleration in the growth of per capita income, almost doubling to an average...
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...A COMPREHENSIVE ANALYSIS OF HYATT HOTELS CORPORATION AND HOW IT RELATES TO COMPETITION WITHIN THE HOTEL INDUSTRY Table of Contents EXECUTIVE SUMMARY 1 EXTERNAL ENVIRONMENT ANALYSIS 3 General Environment 3 Demographic Segment 3 Technology Segment 7 Economic Segment 11 Political / Legal Segment 14 Socio-cultural Segment 16 Nature Segment 18 Global Segment 19 Industry Environment 21 Intensity of rivalry 21 Supplier power 22 Buyer Power 22 Threat of substitutes 22 Threat of new entrants 23 Competitor Environment 23 Introduction 24 Future objective 25 Current strategy 26 Capability 28 Assumption 30 Driving Forces 31 Economic growth 31 Globalization 31 Technology 32 Room Service Remodeling 33 Go green 33 Key Success Factors 34 Multiskilled and flexible workforce 34 Franchising 34 Quickly adopt new technology 35 Strategic Group Map 35 INTERNAL ENVIRONMENT ANALYSIS 39 Resources 39 Tangible resources 39 Intangible resources 41 Capabilities 44 Core Competencies 45 Brand Development: 45 Golden Passport Membership 47 Making Meeting Easy 47 Distinctive Competencies / Four Criteria Test 48 Supply Chain 50 Inbound Logistics 50 Operations 52 Outbound Logistics 54 Marketing and Sales 56 After-Sales Service 58 Weighted Competitive Strength Assessment 59 Financial Report 63 Profitability Ratios 64 Liquidity Ratios 67 Leverage ratios 69 Efficiency Ratios 71 Revenue Per Available...
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...information and industry analysis ........................................................................ 4 Development and expansion strategies .................................................................................... 6 Internal environment analysis ................................................................................................... 8 SWOT analysis ............................................................................................................................ 9 Strengths .............................................................................................................. .... ............... 10 Weaknesses ............................................................................................................................... 11 Opportunities ............................................................................................................................ 11 Threats ....................................................................................................................... . ............. 11 Conclusion .................................................................................................................................. 12 References................................................................................................................................... 13 Introduction Starbucks Corporation is a multinational company that specializes in production and sales of coffee products...
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...University of Southern Denmark, Niels Bohrsvej 9-10, DK-6700 Esbjerg, Denmark a r t i c l e i n f o Article history: Received 27 January 2009 Accepted 31 August 2009 Keywords: Innovation Innovation systems Knowledge Clusters Policy a b s t r a c t Over the past two decades, there has been increasing focus on the topic of innovation in tourism. This article reviews the research contributions. Various categories of innovation – product, process, managerial, marketing and institutional – are addressed. Important determinants of innovation are acknowledged, including the role of entrepreneurship, technology push and the existence of territorial industry clusters. Representation of knowledge is also identified as a critical factor for both the occurrence and nature of innovations. The review reveals that there is still only limited systematic and comparable empirical evidence of the level of innovative activities and their impacts and wider implications for destinations and national economies. An agenda for future research is emerging, suggesting that there is quest for both formal quantification and for qualitative studies of the foundations, processes, implications and policies of innovation in tourism. Ó 2009 Elsevier Ltd. All rights reserved. 1. Introduction Throughout history, tourism has been a phenomenon characterized by immense innovativeness. Books and articles have drawn attention to particularly distinctive individuals and enterprises, and their achievements have been analysed...
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...Alicia Oriol Marketing Plan Marketing MKTG522 Group travel for Young Adults Prof: Heather Teague February 24th 2013 Table of contents Executive Summary Situation Analysis Market Summary SWOT Analysis Competition Product Offering Keys to Success Critical Issues Marketing Strategy Mission Marketing Objectives Financial Objectives Target Markets Positioning Strategies Marketing Mix Marketing Research Controls Implementation Marketing Organization Contingency Planning Conclusion Executive Summary Travel and tourism are critical to the American economy. This growing industry offers significant Potential for job creation across all regions of the country. Federal policies on matters ranging from national security to transportation and from trade to natural resources management affect travel and tourism, and its potential for growth. In a global economy, a range of businesses depend on travel and tourism policies to enable clients, customers, and colleagues to conduct business in the United States. In addition, ensuring that international visitors have a positive experience in America is an essential component of our public diplomacy and U.S. foreign policy. There are people who never left the US, there are some beautiful places that young people should visit and would enjoy visiting, being in the travel industry, I travel all over the world with my children, it is be both educational and entertaining. When you travel to the outside world, your...
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...Letter Appendix D: Sample Questionnaire Appendix E: Timetable CURRICULUM VITAE Rationale The debate over "high-tech" or "high-touch" is largely a thing of the past in the hotel industry as emerging state of the art technologies drive unprecedented change in the way hotels operate and serve customers. It is clear that investments in technologies can generate greatly improved operating efficiencies, higher hotel revenues and enhanced guest services. The pace of change, however, has been so extreme as to leave many hotel organizations uncertain about what types of technology to adopt and the best ways to create a seamless integration of systems company-wide. In the current climate of reduced revenues and cutbacks in expenditures, introducing new products to the hospitality market is more difficult than ever. Companies in the hospitality industry around the world face a highly competitive environment in which differentiation and innovative customer experiences are key elements in improving revenue by building brand awareness and loyalty among customers. Customers today are more demanding than ever, and expect the best from leading hotel companies. Hotels are under such pressure to keep up with expectations of guests that they are implementing new technologies to regain their edge. Leading hospitality properties worldwide and even the small hotels are using technology products...
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