Hotel Customer Relationship Management

Put simply, it means that if a certain managerial style or conditions are applied then individuals will respond in a predictable way. The major characteristic of the hospitality industry is the role of people and the direct contact and interaction between staff and customers. This being said, the classical theory is not satisfactory in Hilton Hotels case. The human relations’ theory proposed by Elton Mayo and his experiments states that because organizations are composed of humans, focusing on human need and motivation is the way to bring the optimal output.

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.

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

In an industry that twists around customer management and satisfaction, hoteliers ought to dependably be aware of the changing attitudes and practices of their customers. Organization that spotlights on the most fundamental examples in the business better understand what their customers need or sit tight for and those hotels that meet and surpass the longings of their guests are constantly looked for. With everything taken into account, the hotels spend endless amounts of money to recognize the unmistakable examples that will have a foremost impact later on. Everything from internal environment and room rates to livelihoods and advantages of the hotels can make an impact on the customers for choose or not to choose it.

The great picture of brand or item can lead the shopper to settle on choice on their buys. At the point when purchaser's companion on online networking shares or prescribes administrations or items on their online networking, it influences brand mentality and impacts their choice making. Yet, promoting on online networking, which is given by business sources influence both shopper brand states of mind and acquiring aim (Yang, 2012). From that data, it offers advertisers some assistance with planning their promoting techniques. Numerous advertisers use online networking

I also recommend for proper training for all the employees especially the managers because I believe that the hotel managers should be the leader or the role model to his employees. Another one is by imposing the proper standards of policies and rules and regulations. I believe that these standards will be the guide of the employees to do their job properly and to avoid making such mistakes that might have a big effect on the company. I understand that by having the proper trained employees will make the customer’s happy and this might result to having regular customers and having more profit.

Companies finally can train out talents, create loyal customers and increase company's revenues. That is the reason why hotel use mystery customers program to be an action plan.  Steps of Hospitality The other action plan is ‘Steps of Hospitality’ in different department. It is a working steps to provide more superb quality to guest in three departments which is Front office, Food and Beverage and Housekeeping Department.

Mahmoud S. Abou Kamar [2014]: According to Mahmoud, in the present scenario, the hotel industry needs to continuously ramp up its operations by improving the quality of its products and service and devise competitive strategies to reduce operation costs and increase capacity. In order to improve their operations and enhance their performance, hotels across the world are actively engaged in a wide variety of quality improvement initiatives such as TQM and Six-Sigma. After initial success in manufacturing organizations, Six-Sigma has gradually gained widespread application in service organizations, including hotels and lodging. Mahmoud’s study attempts to assess the effectiveness of Six-Sigma and examine its impacts on various performance measures

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The departments that fall under Rooms Division manager are the Housekeeping and Front Office department. The Front Office provides the guests with first impression while the housekeeping provides the guests with lasting impressions. This is why it is vital for the Room Division Manager to attend weekly executive and sales meetings as well as the General Manager’s briefings with Front Office and Housekeeping. Not only is the Rooms Division Manager responsible to see to the comfort and safety of every guest that visits the hotel, he is also responsible to hire competent staff and make sure they are trained to care for the guests in the way that is expected. Rooms Division Manager-