Service – BTHR & 6S offer the added service of a concierge at their hotels. They both have loyalty programmes and personalized service and this superior service comes in the form of personalized service. Their honeymoon packages are an example of total experience management. Channel – The hotels own websites are content specific and offers are based on particular occasions such as honeymoons and their voice call centers allow customers to enquire and interact with knowledgeable staff. They also have booking platforms on their own brand website and so customers can go direct and they use travel agents via the GDS for indirect distribution.
CHAPTER:2 LITERATURE REVIEW This chapter reviews the literature on loyalty and customer satisfaction. Although the major focus is on customer satisfaction in service of hotel, this chapter begins with a brief review of the importance of customer loyalty in the hotel industry. This is followed by a review of loyalty literature, which results in the construction of a definition of service loyalty for use in this study. Next, factors thought to influence the development of loyalty are discussed. In particular, emphasis is on customer satisfaction as the most important determinant for loyalty.
2) Impress the guests by providing Hong Kong-featured novelty Guests visiting to chained hotels around the world experience the same or high-level of similarity of service encounters, facilities and decoration provided, hotel uniforms with Hong Kong-featured novelty design is the feasible way to impress the guests. Ariffin, Nameghi and Soon (2015, p.782) point out that foreign guests expect hotels to “act as a good point of contact for the nation they are representing in terms of tangible or intangible components. One example of the tangible component in the hotel context is the uniform of the front-line staff members”, meaning that when guests arrive at the hotels, they expect to feel the nations where they are staying by experiencing the local features, hotel uniforms of the front-line staff members is one of the elements that can impress the guests with novelty
In this advertisement, the attraction point is the words of ‘3 nights’ and ‘Free Ticket’ and also the image of the Ocean Park Hong Kong ticket and the room environment. The words are also being the highlight in the hotel theme color which is saffron and let the guest feel animating and catch the words easily. For the image, there are several images inside the advertisement. In order to attract the guest to focus on the ticket, the ticket image and the room environment has designed larger than others. For the ‘I’ of the principle, it is about how to impress the guest when seeing this advertisement and make the guest remember the poster.
So far The Ritz-Carlton has been able to successfully communicate the value of its intangible service to guests through its employees, promotions, guest recognition, achievement of rewards, and hotel customization. For example, we implemented guest recognition procedures such as putting special monogrammed pillowcases in a guest’s room after they’ve stayed at our hotel a certain number of times. This procedure demonstrates our recognition of the guest and shows that we care about them. The goal is to create a better experience for the guest and leave a positive lasting impression. Our company’s success is dependent upon
Hotels’ intangible values, which are service qualities and standards, are genuinely defined by service provided by the staff, implying that brand loyalty is vital for either guests or staff – which are also the intangible assets of such multinational hotels. Guests can feel the themes and ambiance of the hotels without staff’s verbal greetings by glancing at their uniforms. Tu, Yeh, Chuang, Chen and Hu (2011) state that guests of the multinational luxury hotels, who are comparatively less price-sensitive and more attentive to stay experience and qualities of service encounters provided by the staff they meet from the hotel entrance to the “moment” they enter the hotel rooms, they also have higher possibilities of being the loyal guests of these luxury hotel brands. They
Products Hilton hotel find out what customers need or want and then develop the right product-with the right level of quality to meet those needs now and in the future. Their product is not tangible. Their perfect product must provide value for the customer. They regularly check customer 's satisfaction about product and their services. They also provide product of best quality to their customer.
Ibis hotel uses many communication strategies that helps to support the work of the hotel and make it more efficient. The main of them provided below: 1.“Snuggling Bunnies” campaign Ibis hotel brand have received the prize at the 14th Worldwide Hospitality Awards ceremony for the Best Communication Campaign for its Snuggling Bunnies campaign. Ibis hotels created this campaign to boost brand recognition in UK hospitality market, as well as in Netherlands and Belgium. The hook was the new Sweet Bed by Ibis – designed for the guest’s comfort. Ibis Snuggling Bunnies’ launched June 2013, the video captures the bunnies as they looking for the comfiest place to sleep - the “Sweet Bed by Ibis”.
attempted to analyze how meeting planners perceive the performance of a hotel’s meeting services across four different stages of meeting planning including sales phase, pre-event phase, event phase and post-event phase; and how such perceptions can develop their overall satisfaction. By using a dynamic model of meeting planners’ satisfaction, it has been found that the event-phase performance was most important to the overall satisfaction of the meeting planners holding meetings in hotel. One year later, Lee expanded the study to address the needs of both sides, the demand side of the industry, the conference organizers and the supply side, the hotel managers. This study also explores operational issues that hotels hosting meetings commonly face. The findings of this study conclude that there are definite differences between the meeting planner and the hosting hotels with regard to requirements necessary and the existing problems that occur when hosting a
The facilities in Mandarin Hotel such as spa and leisure facilities are a relaxing diversion from the hustle and bustle of the city and busy work. There are also have over 300 original works of art feature throughout. The high specification technology will be found in any guest room and meeting room, consumer will surprise and love the thoughtful comport of Mandarin Oriental Hotel. Introduction