CRM (Customer Relationship Management) The key to success is finding a way to exceed client’s expectations. So, the hotel must keep track their client’s behaviour to maintain the relationship. Previously, The hotel uses manual way to collect customer information such as personal information, their previous booking, when and how long they stayed at the hotel, etc. In order to improve the hotel grow revenue make a success of the business in the long term, the hotel need CRM strategy. The objective of CRM or Customer Relationship Management is about analysing customer data in order to satisfy their need.
Mahmoud S. Abou Kamar : 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
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. In the hospitality business
Introduction In today’s hospitality competition reached critical levels, as more and more successful organizations appear, each offering a more unique and innovative service for its customers. Therefore hospitality companies are on a constant struggle and focus on improving the existing service, or even developing new services that could better appeal to their targeted customers. One of the prosperous companies that controls a large share of exquisite properties is MGM Resorts International. In any resort or company, managers should be aware of their strengths; weaknesses, threats and opportunities in order to became better each year. Analyzing all this areas, will help the management team have a better idea how people see their places,
1. Rationale and Background The numbers of the travelers have been increased in the world nowadays, people travel for leisure, business or event travel etc, they normally stay in the hotel, resort, and hostel. When the travelers increased drastically, the workload of the staff in hotels will increase as well. The waiting time for the guest will enhance directly, hotels should apply self-service technology to avoid low efficiency and they can use self-service technology as an innovation to attract customers that have interested in advanced technologies. For instance, the self-check-in kiosk is the most used method in terms of a self-service method in the hotel.
CRM may be especially important to the hotel industry where most companies offer just about the core products and services. Regardless of being differentiated by their star rating, most hotels tend to offer pretty much the same core products and services: accommodation encompassed by a scope of food and beverage services (Choi et al., 2001). To acquire loyalty and to exceed other competitors, hotel providers must have the capacity to get abnormal amounts of customer satisfaction for the service supplied (Dominici et al., 2010).CRM usage and utilization of the instrument allows building a sustainable competitive advantage in a varying environment (Jones et al., 2004). The Ritz‐Carlton Hotel Company L.L.C. is the guardian company of the Ritz‐Carlton
Loyalty b. Profitability c. Growth Organization Strategy of Marriott International Inc. Marriott is a worldwide franchiser and operator of hotels .They have unique competency in their business. They used various strategies which made them distinctive from other players of hospitality. Differentiation Strategy: - It includes developing new products & services which satisfies customer needs, they offer much more values than their competitors. They differentiated the segment according to the customers.
convention attendees, revenue is also generated by conventioneers utilizing other hotel services like restaurants and drugstores. Additional revenue for the various hotel services is also created by spouses that often accompanying convention delegates (Weber, 2001). Also, Hu (1994) proved that meeting guests tend to spend more on food and beverages and meeting space rental than do other guests. Finally, conventions and meetings are excellent prospects for repeat business (Weber, 2001). The repeated use of a hotel chain for an event can depend on the satisfaction of convention attendees.
“The training of team members and leaders is the foundation of any successful improvement program” (Business Balls, 2014) SERVICE QUALITY The study result show that lot of guest was not really happy about the services which the hotel has to offer, the reason behind this could be less of man power and standard of service, if the hotel has to maintain its competitive advantage than it needs to provide distinctive services to keep the guests happy, the quality of service has to be up to the mark considering that the hotel is a star property and guests wont settle for anything which is just about
Once hotels meet expectations the more guests will check in and more tourists will come to the city that can open up more tourism-related employment opportunities. Local Government Unit (LGU) This study will greatly help the LGU in improving the services in both tourism and hotel sector. Through this study, hotel sector will be able to collaborate with other stakeholders and can provide a high standard hotel accommodation in the city with very satisfying hotel experience. Future Researchers Future researchers might use this study for their future endeavours in implementing a possible improvement in the service quality offered by hotels. Scope and Limitation The study will measure the service quality of Royce Hotel exclusively.