Case Study: The Oberoi Group

The Oberoi Group, has established itself as a premier brand and provider of the highest levels of quality and accommodations in the Hotel industry. The Oberoi Group has established a systematic set of procedures to meet and exceed customer expectations from the moment they arrive to the moment they depart. The foundation of the Oberoi group, is that no request or accommodation too big or small in order to meet the customer’s needs and provide luxury to the customer. Just as important as attempting to provide the highest of quality experience to the customer is addressing their concerns and any mishaps that may have occurred during their stay in the Hotel. This paper will determine the reasons behind the Customer’s complaints found in the case

Oberoi, developed the Oberoi brand based on the foundation of providing the finest levels of customer care and service. Today the tradition of customer experience and exceeding expectations that began in 1934 with M.S. Oberoi’s first Hotel, continues as the top management of the hotel focuses extensively on the customer care services of the hotel as they strive to set themselves apart from the competition through its excellent customer care services and continue to exceed the immense quality expectations of the brand. The Organization prides itself on a highly proficient and rigorous system of employee selection, training and evaluation, in order to meet the finest standards of customer wants and needs that have made the brand a staple of quality and service. The customer’s experience is the paramount function for which Oberoi seeks to meet and exceed as they provide its customers with questionnaires with respect to their perceptions and views related to the quality of the service of the hotel. The responses of the question arise are reviewed regularly and if any weakness is identified by the customer, then the management makes quick steps to overcome such weakness to maintain the quality of the services up to

The Oberoi Group, since the beginning of the hotel brand, distinguished itself from all other both private and governmental hotel facilities through its service quality and forward thinking approach. A dynamic system of mechanism has been set into place in order to address any mistakes or errors that may occur in any of the highly orchestrated procedures between from the arrival of the customer to their departure. Oberoi has established a “Glitch Report” in order to document all instances of mishaps that may arise during any given customer’s experience while staying in the Hotel. This allows the staff to review, analysis, assess and attempt to rectify the experience for the customer. Oberoi has already in place well established means and practices to make the customer comfortable and catered to the finest of interpersonal experience available. However, as nothing in the world is without error or however, attempts are made not each individual could ever be completely satisfied Oberoi’s overt request for customer feedback and means of improving its service have helped the organization strive off stagnation and continue to meet and exceed customer