BUS 4406 Case Study 2 University of the People
Ritz-Carlton, a household name that many people give this hotel company a near-mythic status in the industry, not only because it has always been a model of offering superb service, customers approval along with winning twice of the Baldrige award also enable the organization to take an invincible lead in the world market.
1. in what ways could the Ritz-Carlton monitor its success in achieving quality? What exactly should they check? (Use your experience, common sense, and, if needed, assumptions-if using assumptions, state them explicitly.)
Interestingly enough, it is coincidental that I am a hotel practitioner by profession, hence I find this case study both illuminating and profoundly significant as it poses some challenging questions. I think there are two ways that Ritz-Carlton could monitor its success in achieving quality: facts and figures, which means every Ritz property must have previous statistics for comparison. In my view, a high proportion of repeated guests can validate its superlative quality service. Meanwhile, a regular survey that was carried out by a third-party consultant would also aid Ritz in understanding its place in the customers ' heart.
On the one hand, I have direct experience of participating customer satisfaction survey in everyday life, as a consumer, if I frequent a same shop or restaurant, I will rely on its products and services heavily that I almost never take the
2.1 Device a strategy and criteria for measuring recent changes in Health and social care My organisation Royal United Hospital had breach policies and procedures related to respecting and involving users of the services, standard of care did not uphold the policy of safeguarding service users from abuse and monitoring the services on a regular basis and updating of DSU records. My duty to the organisations is to devise strategy and criteria to measure standards in the organisation to bring in line with National Standard 2008, a provider of health and social care providers must ensure that service users are given appropriate treatment, in line with regulation 20 of health and social care Act 2008. I will measure the standard of service offered by using two methods, quantitative and qualitative by gathering information from for customers, Stake holders, regulators, internal and external customers, I will also
Task 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty
Introduction – Marriott’s HRM and Business Strategic Alignment This paper will propose a Human Resources (HR) strategy that is in alignment with Marriott’s business strategy, as well as describe several HR job positions and responsibilities listed for them. Next, this paper will determine which HR job positions I prefer and why. Finally, it will analyze how Marriott can establish HRM strategies to improve its competitive advantage, as well as three ways it can increase diversity.
So the Ritz-Carlton is really known for their customer service. This excellent service allows them to provide satisfaction to their exigent customers, that is why in order to keep the service consistency they create their own customer standards,
The aim of this case study is to investigate the applicability and functionality of organizational theories in Hilton Hotels Corporations. The first part of this case study is concerned about the compatibility between Hilton Hotels mission with its activity and purpose. Also, another aspect of this paper is to present the suitability of organizational theories referring to Human Resources Theory, System and Contingency Theory. In order to uphold this report, I will conduct a SWOT Analysis of Hilton Hotel Business. The last part of this paper presents a critically important aspect of a successful business in regards to the Hilton Hotels CSR programs and initiatives.
Weighted average cost of capital for Marriot Corporation: In order to determine cost of capital, first we need to find out cost of equity and cost of debt. For determining the cost of equity we need to determine the beta for the target leverage ratio. According to the information provided by exhibit 3 equity beta is estimated at 0.97 when equity-to-total capital ratio is 0.59. Therefore we need to find unlevered beta value so that we can find firm’s equity beta at the desired leverage ratio as mentioned in Table A. Tax bracket of 44% is used based on ratio of income taxes to income before income taxes (175.9/398.9) in Exhibit 1.
CASE JOURNAL-ROSEWOOD HOTEL& RESORTS Rosewood’s management is on the right track to increasing brand awareness among its customers by pursuing the corporate branding strategy. Implementation of the corporate branding strategy not only increases the number of repeat visitors to the hotels, but also increases the gross profits made by the company by $2,599,000. Corporate branding has a positive impact on the customer lifetime value as well. Rosewood Hotels & Resorts is a privately owned hotel management company that is known for its unique properties like The Carlyle and the Mansion on Turtle Creek that differentiates the company from other luxury hotel competitors.
Marriott International vs. Airbnb Although Marriott International has a competitive advantage of being the largest hotel company in the world, experiencing years of remarkable growth with the acquisition of Starwood Hotels, and ranking at number 163 on this year’s Fortune 500, it operates in a highly competitive market. The recent success of Airbnb, for example, has had major effects on the hotel industry as it has quickly become a threat. Airbnb, founded in 2008, is an online hospitality service that provides short-term lodging and unique travel accommodations around the world with more than 3,000,000 lodging listings in 65,000 cities and 191 countries.
The purpose of this report is to find solutions to the prevailing issues in Ritz Carlton like an increase in absenteeism, demotivation, a decrease in productivity level as well as discrimination, underpay and conflicts arising between team members. For the purpose of this assignment, the focus will be on providing recommendations to improve the culture, working environment, structure, motivation of employees and strengthen team-working. Ritz Carlton is using a hierarchical and centralised structure, first of all, different type of structures will be proposed to find the right one.
Ramada’s problem was first discovered when their management found out about D. K Shifflet’s latest survey about customer satisfaction in the hospitality industry, which it then shows that mid-tier hotels continuing to go downward. Later on they continued on their research and decided to hire a third party to find out more about the survey and also to observe their own company’s system. It results in a management dilemma, Ramada needs to prevent themselves from falling. Then it raises some questions on how can their management improve their performance to achieve the level of customer satisfaction they desire. They then found out three main concerns that they need to put more effort to.
Identify and list each of the Five Forces. There are several tools that are apparently used to understand how the environment affects businesses whether positively or negatively. However, Carpenter, Bauer and Erdogan (2010) provided the Five Forces frequently used to analyze the competitive environment of a firm which was developed by Michael E. Porter in 1979. The Porter’s Five Forces includes Rivalry, New Entrants, Buyers, Suppliers, and Substitutes.
InterContinental Hotel Group (IHG) is among the largest hotel of the world and comprises of hotel seven hotel brands. Such as Holiday Inn, InterContinental, Hotel Indigo, Candlewood, Crowne Plaza, Staybridge Suites, and Holiday Inn Express. IHG also has to face the problem of credit crunch due to which their performance and growth has been impacted adversely. This hotel enjoys strong presence in the era of economic uncertainty such as credit crunch and fears of recession because of its famous brand Holiday Inn. However, in these years of crisis the share of the group dropped by about 50% because of presence of credit crunch.
Jumeirah Group is a series of luxurious hotels, resorts, spas, restaurants and waterways based in Dubai, United Arab Emirates. The organization was founded in 1997 with an aim of achieving world class and becoming a successful leading industry. Jumeirah Group joined Dubai Holdings in 2004 becoming a member of the leading group of businesses and projects. To extend this far and in order to maintain goals, Jumeirah Group had to formulate and implement certain business strategies Jumeirah Group was originated with a goal of being a hospitality industry leader in establishing luxurious hotels, resorts and spa’s. It established luxurious hotels all around the world such as Burj Al Arab the world most luxurious hotel and which is considered a
UNIQLO, 66-year-old Fashion and Retail industry was established in 1949 in Japan. It is a wholly owned subsidy which was bought by Fast Retailing Co Ltd since November 2005.With its head quarters in Tokyo it has managed to expand its clothing business in fourteen countries globally. An article from the Business Insider says that this Japanese chain has become the envy of retailers worldwide. It started in 1949 in Hiroshima as “Unique Clothing Warehouse”. The words were later joined to make “UNIQLO”.
Analyze the company internationalization. (Are they operating internationally, if so where? And how are they performing over there?) Shangri-La hotel and resorts was originated in 1971 and was a flagship hotel in Singapore. Currently there are fifty five deluxe resorts and hotels around the world based on the Hong Kong hotel chain.