Five Star Hotel Case Study

For a Five Star hotel chain, its customer interaction leading to an unique experience is the core part of its service. Being a Food & Beverage Intern at Hyatt Regency, Ahmedabad, my most principle learning was that the customer is not only visiting the hotel to dine & stay, they are here for the experience that we try to provide them which should be more than their expectations. This in itself, makes most of the guests our ‘repeat customers’ and through the word of mouth and societal marketing, we promote the hotel in numerous ways to establish a brand name in the marketplace. This unique experience creation has a different meaning to each individual in the hotel in managing the operations. The modern day clientele is competitively very demanding,

The hotel needs to effectively be flexible and innovative in its approach for customer oriented outcomes which is paramount to their success. If the delivered service is more than the expected service, customer satisfaction increases leading to more clientele and increased revenue generation. The hotels with time need different customer demand tracking methods to reach out to their customers in a more realistic manner. For example, there is an online survey feedback rating method called Medallia which is followed at every Hyatt brand where in the customers comments and grades the hotels as a whole on different aspects throughout their stay experience. Mr. Hoplamazian, MD & CEO of Hyatt Corporation takes deep interest to deal with its own employees to generate different approaches from top to the bottom-level employees as to how to introspect and analysis their response to deals with every days complex customer service needs. This personalized experience was achieved through its proactive social customer service which monitors and analyses the customer comments having them to rate upon every aspect of the hotels services, on a scale of 1-10 which drives the hotel to improvise the service experiences and allows us to make amends for the future as well. The employees during their leisure time connect with the customers in an attractive fashion

A luxury upscale hotel, strategically located in the business district of Ahmedabad, in close proximity to the Sabarmati river, having access to majorly all business hubs in the city. A magnificent 210 room property where each room is highly equipped with the latest amenities - wireless broadband internet connectivity; data ports for PCs and modems; multi speaker phones with international dialing facility; air-conditioning; mini-bars and LCD television; inclusive of 5 Regency Suites, 7 Executive Suites, 6 Diplomatic Suites and 1 Presidential Suite. There are four meeting rooms, 2 boardrooms and even two breakaway rooms as well. The hotel is equipped with a 24/7 room service, laundry, business centre and concierge services. The hotel has three food and beverage outlets namely, Tinello, home style Italian based restaurant generally open for all meal periods, secondly there is, China House, a Chinese restaurant serving authentic Sichuan cuisine and an atrium café open 24/7, called Chai Shop, on which this report has been made