...Hampton Inn Case Study HAMPTON INN: THE Mary Bourland March 19, 2010 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 Is this Essay helpful? o read more and access more than 350,000 just like it! 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...
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...new HR strategy. This guarantee allows every Hampton Inn employee to do whatever it takes to satisfy guests- including giving them their money back. Furthermore, every employee would go through a three-day training program, they knew that the guarantee ”100% satisfaction” was something special. It became more and more apparent that the new Hampton Inn guarantee would affect all of their jobs, each team member owns this promise to every guest: friendly service, clean rooms, comfortable surroundings, every time. That’s their commitment and guarantee. The Hampton Inn believes that guests who go away impressed with the way that the company handled a problem will spread the word and generate additional business for the chain. As a result of this, the Hampton Inn has been making profits, this indicates that the strategies put in place Human resource strategies have been effective and have assisted the resorts in increasing their sales and turnover and eventually higher profits. Therefore, Hampton's new HR strategy perfectly fit with the hotel's business strategy. Question2. How does Hampton's new HR strategy allow the hotel to deal with environment threats more effectively? Answer: For many companies, improving quality standards and keeping customers satisfied are key concerns in maintaining a competitive position in the marketplace. But these intangible goals often can be difficult to achieve in practice. For the Hampton Inn hotel chain, the company sits on the bedrock of its...
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...Case Study #4: Amber Inn & Suites Work Environment Amber Inn & Suites, Inc., formed in 1979, operates 200 Amber Inn properties and 50 Amber Inn & Suites properties located in 10 states throughout the Rocky Mountain and western states. On Average, each location has approximately 120 individual guest and suite-style rooms. Under a new president and CEO, the goal is for Amber Inn & Suites to reach profitability within two years after five consecutive years of unprofitability. This company is positioned as a limited-service hotel which does not have the amenities such as a restaurant, lounge, or meeting rooms. This type of hotel is classified under a midscale hotel with food and beverage, such as Holiday Inn and Ramada Inn. Competition Direct competition to Amber includes other mid-scale hotels in the western and Rocky Mountain states, specifically hotels that are in the same class as Amber which do not possess the extravagant amenities of an on-site restaurant or meeting rooms. For Amber to make its hotel stand out amongst the others is a very difficult task with so many other companies present in this industry. The next level of competition would fall to recreation vehicle parks and camping sites. For the price-conscious individual, this may pose as an easier solution, but does not give someone the comfort of a traditional bed and amenities like television. Also, with a presence in the rocky mountain and western area, weather plays a contributing factor...
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...Case – 1 Holiday Inns on six Continents [pic] Submіtted By Zahra Al Mulla 201310322 Mohammed Al Shehi 201310331 Submіtted to Dr. Tareq 6th November 2014 Introduction One of the great success stories of the 1960’s in the United States in the hotel industry was the holiday inn. The discovery of the unmet customer need for quality accommodation at a reasonable price by kemmons Wilson along with the prospect of presented highway travel that would come with the new interstate programs triggered an opportunity. With the unique features it had such as air-conditioner, icemaker and with the reasonable prices rates they had to offer, holiday inn enhanced the motel’s popularity, and motel franchising. This also helped in the rapid expansion of the franchise. Holiday Inn’s is one of the world’s largest hospitality companies. Its primary focus is lodging with interests in hotels, casinos and restaurants. It concentrates on its attempts to segment the hotel market into upscale business travel hotels, budget hotels, standard Holiday Inn hotels and gaming hotels; the effort to segment its business is aimed at continually increasing its market share by expanding its services. From our findings on the case, the hotel business is in a mature stage of its life cycle and the case focuses on the business level of strategy formulation, as it adopted a plan to gain competitive advantage over its rivals in the industry. First Question It was primarily due to the changing needs...
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...The Pony Stable Inn was one of the first openly lesbian bars in New York City. West 4th Street, which runs along the south side of Washington Square and became a lifeline to New York’s Beat culture. The teahouse Mad Hatter at 150 W. 4th was an influential artist destination, which then later became the lesbian bar Pony Stable Inn. Alas being a lesbian bar, the Pony Stable in became a central point for the poetry scene for the beats. In 1949, a young poet named Gregory Corso was just released from prison. Soon after his release Corso became an resident poet at the Pony Stable Inn. Corso worked as a day laborer in New York's garment district, ann by night he would sit and write poetry for all the ladies at a specific table at the Pony Stable...
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...Taguig City University Gen. Santos Ave. Upper Bicutan Taguig City In partial fulfillment for the requirements in Associates in Hospitality Tourism & Travel Management The Princess Traveller’s Inn (Case Study) Submitted by: Abundo, Jenny Aranda, Roda nizza Avenido, Manilyn Burlas, Gerome Angeli Zuniga, Rodelyn (HRM-A22-eve) Submitted to: Ms. Aimie Molinos Princess Traveller’s Inn The Brief History of Princess Traveller’s Inn Is one of the best hotels to stay in Pasig, Guadalupe, Makati and Pateros area. Take urban dwelling to a whole new storey. Take pleasure in the comfort and convenience of modern living amid the hustle & bustle of a city setting. This eight storey hotel houses various types of rooms to suit your needs and budget. Guests will enjoy a picturesque view of Mandaluyong and Pasig, a sight to behold especially at night. It's also only a walking distance from the city's best attractions, so you'll never run out of things to do and places to visit with a friendly staff that gives you five star service, this three star hotel is your secret haven in the city. Right in the middle of Guadalupe's busy market scene is the 5-storey hotel that lets you experience life in the pulse of the city. Pick from a variety of room accommodations with adequate amenities and avail of facilities like a large ballroom on the top floor. Take your pick from a number of room accommodation types and enjoy provisions for modern amenities with facilities like function rooms, a...
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...2011 Learning Team C-Situational Analyses Amber Inn and Suites, Inc. has recently undergone managerial changes. After five years of less than satisfactory returns, it is evident that more aggressive marketing strategies are necessary. Amber Inn and Suites must compete with top brand name hotels who offer services and amenities that are not available to Amber Inn and Suites customers at the present time. Recent stabilization of the economy enables Amber Inn and Suites chances of increasing profitability in the near future. To achieve this goal, the market needs are to expand to urban areas and offer more hotel amenities. Market Summary Amber Inn and Suites target markets including business travelers who plan to stay longer than 2 days. With the economy slowly rising to stability at a steady pace and new companies are trying to start up, there is the opportunity for out-of-town business meetings with investors. The current market for hotels and bed and baths are expanding and showing an increase in demand. According to statistical data, all hotel segments and levels of profitability have evidenced improved performance, due to increased stability of the economy. Amber Inn and Suites market objectives is to increase revenue of the hotel by increasing number of overnight stay along with developing relationships with more travel agencies in connection to recommending Amber Inn and Suites to more people. Market Needs Amber Inn and Suites offer the best of both worlds. They are...
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...Hotels In the medieval period alehouses were ordinary dwellings where the householder served home-brewed ale and beer. If lodging for travellers was offered, this might be no more than bedding on the floor in the kitchen, or in a barn. Inns by contrast were generally purpose-built to accommodate travellers. They needed more bedrooms than the average house and substantial stabling. Inns fell into disuse after 410AD. People did not travel, except on pilgrimages, so it was for this kind of traveller that occasional spartan accommodation was provided. Abbeys sometimes had a hospice at a market town, at a place of pilgrimage, or at key points along the road or river routes that pilgrims might take. Examples include, the New Inn in Gloucester and the George and Pilgrim at Glastonbury. In 1180 the Eastbridge was founded in Canterbury High Street to provide accommodation for pilgrims flocking to the shine of Thomas Becket who was murdered in Canterbury Cathedral in 1170. The Eastbridge Hospital survives and can be visited. The monasteries also offered free doles of bread and ale. This service is still provided at the hospital of St Cross in Winchester. Historically, the most popular lodging in London were guest houses and coaching inns. Coaching Inns provided two facilities for mail and stage coaches. Firstly they allowed teams of horses to be changed for fresh ones and they also served the stage coach passengers with a place to sleep and eat. Although the term hotel was not established...
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...Assignment 1: Using a Database for Strategic Business Development Situation: The Queen’s Inn does not have an automated reservation and bookkeeping system which causes inefficiencies and errors in its daily operations. By utilizing Microsoft Access, the Queen’s Inn will be able to manage their daily business more effectively and efficiently, ultimately reducing errors and costs. Employees will be able to create and confirm reservations with little to no errors and management will be able to easily see how the business is doing. Summary of Results: 1. The average length of stay per room type varies according to the different room types of the hotel. The average length of stay is 3.00 nights in the Bay-Window rooms; 3.63 nights in the Ocean rooms; and 5.50 nights in the Side rooms. Based on this information, there is a correlation between the cost of the room type and the length of stay in a specific room type. Based on the data, hotel guests tend to stay for longer periods of time in the room types that have a lower daily rate i.e. Side room, whereas guests who stay for shorter periods of time (3 nights or less) tend to stay in higher daily rate rooms i.e. Bay-Window room. 2. The average number of visitors per room type fluctuates depending on the corresponding room type. The average number of guests per room type is as follows: • Bay-Window rooms have an average of 2.25 visitors indicating that it usually reserved by couples or business travelers. •...
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...Less James v. Vacation Inn You own a hotel in a fairly quiet neighborhood west of the City of Boston. Except for an occasional disturbance, petty theft in the hotel room, disorderly conduct in the bar or restaurant, there have been very few instances of criminal behavior. The hotel has an underground parking garage, which is open 24 hours. Although it is part of the hotel property, it is managed by a 24 hour security company. The Hotel requires that it be staffed round the clock and that security cameras and lights be placed in appropriate areas of the garage to maintain constant surveillance. These requirements are specified by contract between the parties. There has been only one attack on a patron of the garage in the last five years. Police records do not support the notion that the hotel or garage are located in a high crime area, although there have been a few minor incidents of vandalism and property damage. On September 2, 2005, a female guest is attacked at knifepoint at 7:30 p.m. in the evening in the hotel garage. The attacker is never apprehended. She suffers serious physical and emotional injury as a result of the attack and has sued the hotel for damages associated with her injuries. Should the hotel be liable for the injuries sustained by the hotel guest? Why or why not? Explain the elements of a negligence claim and evaluate the known facts of this case against those elements. You might also consider, what other facts or information may...
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...ACCOMMODATION TYPES Accommodation to suit every budget and every taste, all graded by a unique quality assurance scheme. Guest House A guest house normally has at least 4 letting bedrooms, some with ensuite or private facilities. It is usually run as a commercial business. Breakfast is available and evening meals may be provided. B&B Accommodation offering bed and breakfast, usually in a private house. B&Bs normally accommodate no more than 6 guests, and may or may not serve an evening meal. Small Hotel A small hotel normally has a minimum of 6 letting bedrooms and a maximum of 20. Most bedrooms have ensuite or private facilities. Small hotels serve breakfast, dinner and, normally, lunch, and they have a drinks licence (though it may be a restricted licence). They are normally run by the owner(s) and reflect their own personal style. Hotel A hotel normally has at least 20 letting bedrooms, of which most have ensuite or private facilities. They serve breakfast, dinner and, normally, lunch, and they usually have a drinks licence (it may be a restricted one). International Resort Hotel A hotel with a 5-star quality award that has a range of leisure and sporting facilities. These include an 18-hole golf course, swimming pool and leisure centre, and country pursuits. Self-catering A house, cottage, apartment, chalet or similar accommodation, with self-catering facilities, which is let normally on a weekly basis to individuals, although shorter breaks...
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...Table of Contents 1.INTRODUCTION 4 2.PROBLEM STATEMENT 5 3.MOTIVATION 5 4.DELIMITATION 6 5.METHODOLOGY 6 6.EXECUTIVE SUMARY 9 6.1 What type of service does our project offer? 9 6.2 Vision,Mission and Goal of the project 9 7.MARKET ANALYSIS 10 7.1 Demand in Copenhagen Hotel Market 11 7.2 Supply in Copenhagen Hotel Market 13 7.3 Trends and Outlook 14 8. MARKETING STRATEGY 16 8.1 Growth strategy 16 8.2 SWOT for “The Edge” project 16 8.3 Competitive position 18 8.4 Competitive advantage 19 9. MANAGEMENT STRUCTURE AND ORGANIZATION 19 10.SENSITIVITY ANALYSIS FOR HOTEL TIVOLI INN 21 11. CONCLUSION 25 12. LIST OF SOURCES/LITTERATURE 26 1.INTRODUCTION Tivoli is an amusement park and one of the most popular attractions in Denmark. It is the world`s second oldest amusement park and fifth most visited in Europe. Tivoli is situated in the centre of Copenhagen and exists since 1843. Starting from the rides and adventurous attractions and passing through the “scenographical towns”, music events, theaters, beautiful and sophisticated gardens, Tvoli brings joy and entertainment for both local and international visitors. Tivoli is developing and improving with every single year. Besides the regular attractions for an amusement park, Tivoli gives the environment for music, theatre and business events to happen. “The Concert Hall”, “Tivoli Congress Center”, “Tivoli Hotel” and “Tivoli Festival” are one of the most emblematic places in Tivoli. Besides entertainment , Tivoli...
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...leaves just as fast as it enters. It is surrounded by forest on one side and mountains on the other. The only real problem they have is they get attacked from time to time by bandits, normally they just steal some life stock and harass the villagers. Serph was born to a mother that was the town Inn keeper and his father was a logger that would often be gone for days away on work. Serph would often respected by the adults in the village as a child, he would do everything within is power to help his mother around the inn, cleaning rooms, bring trivial things to the attendants and getting supplies when they where needed. When his father was home, Serph would send every moment he had with his father. Serph idolized him and would often try to leave with him to go become a logger like him. When Serph was about 10 he got news that his father was killed while he was out working. His father was killed by Wood Elves, however; Serph was told it was bandits that killed him and his group. He was devastated when the news got to him, he thought that if he was there he could have defended his father. For a while Serph fell into a depression, in which he started slacking in his work around the inn and lost a lot of the recognition that he had gained around the town. After a few months he pulled himself out of it and decided that he was going to defend the town. He took up an interest in fighting and would train tirelessly, he was not going to let the same thing keep happening to the town. ...
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...The Ritz-Carlton Hotels focused on stability in organizational culture. Managers want to maintain the status quo, so they train their employees precisely and specifically with the old rules and standards which were set up a century ago. For a luxury hotel, these standards are used for a long time, so they are “old-fashioned”, and treat people as royalties in the palace. Guests will feel that they are treated with totally respect and seems like they are the Queen or King. This is very important for a luxury hotel because the cost for living in the hotel is much higher than in the normal hotel or inn. The Ritz-Carlton Hotels give guests the royal service to make sure guests like to spend money in their hotels. The drawback for the culture is significantly. Nowadays, people live in the modern society. The basic concept that they receive from elementary school is that God creates everyone equally. Maybe some of the people feel embarrass or strange when they first get in the hotel. Employees are treated as servant, and speaking respective language. The new-times people will feel those employees are in a lower level, and this experience will confuse with the concept that they learn from their little age. Also, if the company choose to change their culture to a new one, the biggest problem is that there are some of their guests get familiar with their old culture, and they come to live in the hotels are because of the old culture. If the hotel changes it old culture, it may...
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...Hotel “Snowflake” The hotel guests were all now sitting down to their buffet dinner and George finally had 15 minutes to get away, sit down and drink a beer on the veranda overlooking the lake and reflect upon the news he had received that morning. George, a former mechanic, and his wife of 15 years, Jean, a successful artist in her own right, had both always had a dream to own their own Bed & Breakfast – and, ten years ago, they had gone even further and bought the local, well-known, but run-down hotel that the previous owners had been unable to turn profitable. Despite their previous lack of experience in the hotel business, the couple had been very successful in renovating the old hotel while turning the business into a charming, year round mini-resort. They had even been used by the regional tourist agency as an example for others as to how to build a successful tourist business. They were a local success! The hotel was located on very large, wooded grounds on the edge of a lake near a small town of five thousand inhabitants less than 1.5 hours from the city. It was only 15 minutes from a downhill ski resort and an equal distance from a well-maintained and challenging 18-hole golf course – however, that 15 minutes was on poorly-maintained, unpaved road. A few of the locals used the hotel to take a meal on special occasions, to attend local community and cultural events held at the hotel or for a beer after a day’s fishing on the lake. However, many considered...
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