...5-Star Hotel Customer satisfaction Part1: Customer satisfaction Task Output A list of stakeholders and their expectations 1. 1 Identify at least 10 for relevant stakeholders 2. Identify and describe at least 5 methods that can be used for capturing customer needs. Apply one of these 5 methods to your product/service 3. Identify customer requirements using the Kano analysis 5 methods including explanations. A completed example of the use of one method List of customer requirements/needs: minimum 10 WANT i i WANTs minimum 10 MUSTs minimum 5 DESIRABLEs Customer satisfaction Stakeholders and their expectations Service: Hotel Guests Reliability Good i G d price Employees Compensation/ reward Job security Owners Profit P fit Solidity/Stability Contractors Good business relation Safety Suppliers Long term relationship Timely payments Government: Compliance with regulations Human Safety Competitors Information sharing I f ti h i Benchmarking Advertisements companies Payments on time Adequate information Communities such as city council. Social service Follow ethical conduct. Share Holders Profit. Stability Customer satisfaction Tools for capturing customers needs 1. 2. 3. 4. 5. 6. 6 7. Service: Hotel Tools for capturing customers needs p g Customer surveys (Questionnaire) Focus group Customer Interviews Customer F db k F C t Feedback Forms Warranty...
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...5-Star Hotels Are Not Safe for Tourists When tourists are planning a trip to Vietnam, those who can afford luxury usually book rooms in 5-star hotels. This is because they trust the level of security provided in these hotels among other things such as comfort and good food. However, it seems that these hotels are the most dangerous for tourists in Vietnam. This is evident in the series of crimes that foreign tourists have fallen victim to. To make it even worse, the poor services of the police make the situation much harder for the victims since there are few chances of a foreign tourist's complaint being taken seriously. The rate of crime against foreign tourists in Vietnam has been increasing with each passing year. Looking at the statistics of the Nikko Hotel in Ho Chi Minh City gives evidence of this. Between January 2014 and July 2014, 9 cases of burglary were reported in the hotel and the victims were foreign tourists. In the previous year, 2013, the total number of such crime was 26 while in 2012, the number of cases were 15. The statistics were given by Nguyen Phat Viet who is a representative of the Nikko Hotel. Most of these burglaries are well planned. It usually happens when one or more people check in to a hotel using fake documents. After they have booked a room, they wait for the foreign tourists to go out for a tour and then take that opportunity to rob them of all the valuables left in the rooms. This was reported by Nguyen Van Loi who is the captain of...
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...Can You Fight Poverty With a Five-Star Hotel? (Photo courtesy of Mövenpick Hotels & Resorts) by Cheryl Strauss Einhorn, Special to ProPublica, Jan. 2, 2013, 12 a.m. * 0 Comments * Republish * Email * Print Connect with Facebook to share articles you read on ProPublica. Learn more » * * * * 1 inShare This story was co-published with Foreign Policy. Accra is a city of choking red dust where almost no rain falls for three months at a time and clothes hung out on a line dry in 15 minutes. So the new five-star Mövenpick hotel affords a haven of sorts in Ghana’s crowded capital, with manicured lawns, amply watered vegetation, and uniformed waiters gliding poolside on roller skates to offer icy drinks to guests. A high concrete wall rings the grounds, keeping out the city’s overflowing poor who hawk goods in the street by day and the homeless who lie on the sidewalks by night. The Mövenpick, which opened in 2011, fits the model of a modern international luxury hotel, with 260 rooms, seven floors, and 13,500 square feet of retail space displaying $2,000 Italian handbags and other wares. But it is exceptional in at least one respect: It was financed by a combination of two very different entities: a multibillion-dollar investment company largely controlled by a Saudi prince, and the poverty-fighting World Bank. The investment company, Kingdom Holding Company, has a market value of $12 billion, and Forbes ranks its principal owner, Prince...
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...theme parks and accommodation. More than 11 million people visit the Gold Coast every year (Gold Coast Destination Tourism Strategy 2012 – 2016). Therefore, the accommodation sector plays an important role in the local economy. According to Gold Coast a Destination Management Plan (2005), approximately 5% Gross Regional Products were generated by the Gold Coast accommodation sector in 1999. This report will firstly describe the 5-star hotel industry on the Gold Coast. Then, a PESTE model and Porter’s Five Forces model are utilized to examine the broad environment and the task environment of the five-star accommodation sector on the Gold Coast. These are used to identify threats and opportunities and also to evaluate the potential profitability in the industry. At last, three strategic issues that are currently encountered by the industry are addressed and a series of strategies are formulated. 2.0 Industry Description According to a Tourist Accommodation Data Sheet (2010), there were 26 hotels and resorts, and 98 service apartments on the Gold Coast in 2010. Among these accommodation, there are approximately 15 -20 five star hotels, resorts and service apartments, such as Hilton Hotel, Palazzo Versace Resort and Meriton Serviced Apartment. The tourism contributes significantly to the economy of the Gold Coast. According to Gold Coast Tourism Economic Facts (2010), 4.1 million domestic visitors and 1 million international tourists visited Gold Coast with a total average stay of...
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...Report Overview Vietnam Hotel Survey 2014 This is an Executive Summary of the full 64 page Hotel Survey Report. Full copies can be obtained from Grant Thornton Vietnam. Grant Thornton Vietnam June 2014 Vietnam Lodging Industry – Executive Summary of the Hotel Survey 2013 ___________________________________________________________ Introduction Grant Thornton Vietnam’s Hotel Survey 2014 presents financial, operational and marketing information for the 2013 financial year from a range of Vietnamese hotels and resorts. For simplicity, “Hotel” refers to both hotels and resorts, with our survey covering 3, 4 and 5-Star rated hotels. Statistics are presented by Star Category (hotel rankings), Hotel Size (number of rooms) and Hotel Region (location). When presenting the statistics, hotel size is defined within three categories ranging from small to large hotels, described as less than 75 rooms, 75 to 150 rooms and more than 150 rooms. Lastly, hotel regions are separated into the three main areas of Vietnam; the North, the Central and Highlands and the South. In the North, the hotel participants are located in the capital Hanoi, Sapa and Ha Long City. In the Central and Highlands region, the hotels are located in cities such as Da Nang, Hoi An, Hue, Nha Trang and Phan Thiet. Hotel participants from the South are mainly located in Ho Chi Minh City, Phu Quoc, Vung Tau and Mekong Delta. In this year’s survey, the number of participants from 3-Star hotels is not as extensive as...
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...Properties Management Table of Contents Sustainable Management Initiatives 2 How Hotel Ratings Are Determined 4 5 Star Hotels – Ritz Carleton 4 4 Star Hotels – Hyatt 5 3 Star Hotels – Hilton 7 2 Star Hotels – Days Inn (Wyndham) 8 1 Star Hotels – Econo Lodge 9 Conclusion 9 Bibliography 10 In today’s world environmentally sustainable management is an important issue in many industries. The tourism industry has a large impact on the economic benefits of a country by increasing jobs, increasing income, and GDP. However, the tourism industry also has a great impact on the environment. These environmental impacts are not always as positive as economical one. It is important for hotels to help their communities by reducing their carbon footprint. It is for this reason, that many hotel chains have created environmental sustainability strategies. In this essay, I will briefly discuss agenda 21, and other sustainable management initiatives. I will also examine, several different hotel chains, in an attempt to see if their environmental strategies are consistent with a hotel’s rating. Sustainable Management Initiatives Agenda 21 was presented at the World Summit in Rio de Janeiro in 1992. Its purpose it “to provide a blueprint for securing the sustainable future of the planet” (Agenda 21, n.d.). This initiative outlined the following areas that may help hotels create their environmental sustainable strategies: 1. Waste minimization. 2...
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.................................. 4 Synopsis & Key Highlights of the Survey..................................................................................................... 5 Country Trends................................................................................................................................... 7 In The Focus......................................................................................................................................... 8 City Trends........................................................................................................................................... 12 Indian Hospitality – In Sync with Nature....................................................................................... 19 1. 2. 3. 4. Indian Hotel Industry – by Star Category............................................................................................... 22 Indian Hotel Industry – Inventory and Chain Affiliation................................................................... 31 Indian Hotel Industry – Seven Major Cities.......................................................................................... 39 Indian Hotel Industry – Twelve Other Cities......................................................................................... 50 Hotel Analysis...
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...Indian Hotel Industry Survey 2011-2012 For more information, or additional copies of this document, please contact: Secretary General Federation of Hotel & Restaurant Associations of India (FHRAI) B-82, 8th Floor, Himalaya House, 23 Kasturba Gandhi Marg New Delhi - 110 001 India Tel: Fax: Email: Website: +91 (11) 4078 0780 +91 (11) 4078 0777 fhrai@vsnl.com www.fhrai.com Price: FHRAI Members: FHRAI Non-Members: International: `500 (per additional copy) `700 US$50 © Federation of Hotel & Restaurant Associations of India, 2012 Reproduction of data from within this publication is permitted provided that acknowledgement is accredited to the FHRAI and HVS Hospitality Services. Table of Contents Foreword from the President, FHRAI............................................................................................................. 1 HVS Hospitality Services................................................................................................................................. 2 Synopsis and Key Highlights of the Survey................................................................................................... 4 Country Trends................................................................................................................................... 6 Key Highlights..................................................................................................................................... 8 City Trends....
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...2- How the investment idea will impact the Operation department 3 Section 3- Milestones and Time plan for the major operations activities 4 Section 4- Financial Overview for the Operations Section 6 Section 5- How the Operation implementation plan is linked with other departments 8 Section 6- Risks identification and Management 9 Section 7- Resource requirement by the operations department 10 Section 8- References 12 Section 1 The investment idea and the role of operations department The operation department stands as the foundation of the business operation, and how the company would be run and the ideal location for the business. The operations staff that would be involved is a few people since the business of upgrading two hotels that would be located in Los Angeles and San Francisco to five star status. The source of funding is very critical to this investment, and it would be given to the operation department by the financial department of the Eagles’ Nest Company of $125 million. This money was made available to this syndicate group Solutions Supplying Strategists to help develop the Eagles’ Nest Company...
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...Strayer University Date: 08/13/2014 Executive Summary The Riverview Hotel, Notown USA, will representative of the five star brands within the 'Exclusive Business Hotels of the World' group. All Riverview Hotels will be boutique properties, offering between 25 and 35 exclusive rooms. The Riverview properties are renowned for their convenient and strategic locations within major cities throughout the country. Also synonymous with the brand are the high level of personal service guests receive, and the extensive range of comprehensive business facilities available in luxurious settings. The Riverview Hotel, Notown will have 35 exclusive rooms and is targeting corporate guests with a two to three night stay requirement. Target business segments include the IT sector, due to the proximity of the property to Silicone Hill, USA; the automotive industry in order to capitalize on the strategic location of the hotel in relation to the Overall Motors Plant and HQ in Notown and travel trade guests attending National and International Travel Fares at the Notown Exhibition Halls. Differentiating the type of business service offered, from that of the competition, will assist not only in building the Riverview brand as a whole, but will attract frequent business travelers, who require a higher level of personal service and recognition than they can receive at competitive five star properties in Notown. This will provide the Riverview with an opportunity to leverage...
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...1823 - 836X Linking CRM Strategy, Customer Performance Measures and Performance in the Hotel Industry NOR AZIAH ABU KASIMa* AND BADRIYAH MINAIb b Graduate School of Management, Universiti Putra Malaysia Faculty of Economics and management, Universiti Putra Malaysia a Customer relationship management (CRM) has been increasingly adopted because of its benefits of greater customer satisfaction and loyalty, which in turn, leads to enhanced financial and competitive performance. This paper reports on a study that examines the relationship between CRM strategy and performance and determines whether the use of customer performance measures plays a mediating role in the relationship between CRM strategy and performance. This study contributes to the limited literature on CRM strategy since little is known about the use of CRM strategy and customer performance measures and their relation with performance in the hotel industry in Malaysia. Data were collected through a questionnaire survey of hotels in Malaysia. Hierarchical regression analyses on a sample of 95 hotels revealed that only the information technology dimension of CRM strategy has a significant and positive effect on performance. In addition, the hypothesis concerning the role of customer performance measures as a mediator was supported. Keywords: Customer relationship management strategy, customer performance measures, hotels, performance, mediator. JEL Classification Codes: M41, M31. AbStRACt INtRODUCtION ...
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...responsibilities of some employees from a 5 starts hotel, a B & B, and a hostel, and the legal and statutory requirements that apply to room division operations. The term usually refers to a place that offers sleeping facilities for travellers. It can also be a place where people can do a particular activity for a specific time, work related or for leisure. A seat or other facilities for travellers on a boat or plain, it’s also accommodation. Places that offer this are many. Within hospitality industry we can find accommodation in hotels, apartments, caravans, leisure centers. Front-Office The term itself is originally American, and it is commonly known as “reception”. Is the department that deals directly with customers? The people working in the front-office are the one responsible with taking messages, handling orders. “They deal with reservations, room allocation, billing and payments, reception. This department is the one that generates revenue for any organization within hospitality. We can find a Front Office department in hotels, exhibition centers, show-rooms and any other organization in the hospitality industry. TASK 1 1.1 The organizations of my choice are: A 5*star boutique hotel in Hampshire „Lime Wood‟. (Limewoodhotel.co.uk, 2010) A hotel is”An establishment that provides lodging and usually meals and other services for travellers and other paying guests” (TheFreeDictionary.com, 2013). A 5-star rating describes a luxurious hotel offering the highest degree of personal...
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...Discuss accommodation and front office services for different organizations. Different hotel offers different type of accommodation and services. Some hotel may offer a complimentary breakfast when guest checked in but some might not have this type of services available in their hotel. These hotels are categorized under a system called the hotel rating systems. Hotel ratings are used to classify hotels according to their quality. Its main purpose is to inform travelers on basic facilities that can be expected. (Wikipedia, 2014) There are various ranges of hotel star ratings, from 1 star hotel to luxurious 5 star hotel. Hotel Star Ratings | | | | | | | | | Example of hotel star ratings For this report, as a Rooms Division Manager who previously worked in Rizqun International Hotel, a 5 star hotel in Brunei Darussalam, I am now working in The Brunei Hotel, a 3 star hotel and are required to restructure and analyse the differences of the housekeeping department and front office department between a 5 star hotel and a 3 star hotel. Housekeeping Department A housekeeping department in a 5 star hotel has more responsibilities than a 3 star hotel, because a 5 star hotel’s housekeeping department require a lot of staff as there are more rooms to be cleaned. In Rizqun International Hotel, there are more than a thousand rooms that need to be cleaned. In Brunei Hotel, there are only 65 rooms in total, and this does not require them to hire a lot of staff...
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...Research Project Applied Business Methods (BAB08-2012) Hotel prices in US destinations and their page ranking on online travel agencies Devin Boyacioglu (358561) Kiki Qian Huang (354902) Renan Lesaffre (355688) Prestige Statistics – ABM Case Report 2013 Table of Contents 1. Introduction ........................................................................................................................................... 3 1.1. 1.2. 1.3. 2. 2.1. 2.2. Causal relationship scheme ........................................................................................................... 4 Quantitative variables ................................................................................................................... 4 Qualitative variables ..................................................................................................................... 5 Dependent/central variable: Price ................................................................................................. 7 Independent variables ................................................................................................................... 7 Univariate analysis ................................................................................................................................ 6 Quantitative variables ........................................................................................................................... 7 Qualitative variables ...........
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...Pages : 2 Page : 1/2 PROGRESS REPORT FOR OCTOBER 2012 Date of joining : 1st October 2012 (Day of Meeting) Customers : Five Star Hotels - 5 Four Star Hotels - 5 3 & 2 Star Hotels - 8 Clubs - 1 Catering - 3 Coffee Shops & Rest. - 5 Apartments & Residence - 3 Food Stuff & Traders - 1 Cash Customers - 6 --------------------------------------------------------- Total No. Of Customers - 37 -------------------------------------------------------- Progress : 1. Awareness of all Customer names. 2. Covered all 5 Star, 4 Star and 3 & 2 star hotel locations. 3. Paying regular visits to all these hotels. 4. Samples of few items are also provided to some hotels on their request. 5. Shangri La starts using Caster Sugar and is interested to deal with other products that it had previously stopped or has not previously used. Quotation of items has been provided. 6. Crystal Salam places an order for Heera Panna Gold (a sample of this rice was provided earlier). Contd… Page 2/2 7. Hoping to get some positive results from Fairmont Hotel, Centre Novotel Hotel and Bon Food Rest. as some samples and quotations have been provided. Method practiced: 1. On my interaction with the customer...
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