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
The standard plays very important role in increasing the business of hotels. One feels comfortable & satisfied only in the environment which is clean, hygienic &well ordered. Accommodation in hotels is the largest part of any hotel as it is the major part of hotel’s profitability. Housekeeping is an important revenue generating department as it is responsible for the cleaning&aesthetic upkeep of the whole hotel especially guestrooms. Hotels offer laundry, dry cleaning facilities for guests clothes &shoes polishing facilities, among to make the environment neat & clean & trying to give a personal touch to the services offered to guests.
They might be made up of wood, glass and even steel. o The reception should be designed in such a manner that it should support multitasking i.e. usually front office people handle multiple task by switching from one task to other as they are the epicentre of all the activities that take place in hotel o The one who maintains the reception desk is known as receptionist. Receptionist is an important part of the hotel nerve system. o Receptionist are responsible for making good impression of the hotel in front of the customers which in turn would help in building organizations success o Telephone, computers and other electronic devices are mostly used by receptionist for any
Moreover, besides doing business in New York City and napping in luxurious hotels, you can continue to earn and redeem your loyalty points by staying at the hotels with the most generous hotel loyalty programs. How Can I Measure Generosity of a Hotel Loyalty Program? There are so many hotels with different hotel loyalty programs and offers in New York City, that it’s extremely difficult to evaluate which is the most generous one.
Do the Right Thing by using good judgment, respecting our communities, associates, owners, partners and the environment” (Starwood 2016). The major goal is to create a company where people willing to work and provide wonderful guest experiences, as well as grand returns to stakeholders and namely there, are growing, strong and stable world 's largest hotel corporation. Such strategic and corporate goals contributed to growth and
Ascot Park Hotel’s organisational structure directly influences how the hotel functions on a daily basis in an effective way. Staff in Ascot Park is well experienced. They bring extra ordinary skills to Ascot park hotel, which helps in the sustainability and growth of the Ascot Park Hotel. Staff in Ascot park hotel communicates with each to ensure everything is going well. They do regular meeting and they discuss about the hotel issues, outcomes and feedback by guests (Ascot park Hotel, n.d.).
There are a total of five hotel brands under Shangri-La brand namely Kerry Hotels, Shangri-La Hotels, Shangri-La Resorts, Traders Hotel and Hotel Jen. Shangri-La hotels are mostly five-star luxury hotels, whereas Kerry Hotels targets at business travellers looking for a more relaxed and lively environment. Formerly Traders Hotel, Hotel Jen was inspired by a virtual persona Jen, a professional hotelier who loves life, travel and
In conclusion, Ritz-Carlton is an established hotel company that set an example of quality service to its customers. After learning through practicing, I am now more aware the importance of quality and quality improvement tools, I realize there is no easy job to achieve a dominant position in any industry without making efforts. The same will apply to our study, work, and life matters. References ASQ.(2017). The Seven Basic Quality Tools For Process Improvement.
Grand Blue Wave is one of the famous hotels in Malaysia and has many branches all over the world. One of them is in Shah Alam, Malaysia. Grand Blue Wave Hotel is a 5 star hotel and is recognized for halal certification in Malaysia. However, there are some problems in part of individual and organisational that affecting the hotel to further develops. Among the problems or issues arise are: Management Becker and Gerhart (1996) argued that human resource management decisions influence hotel performance by either improving hotel efficiency or increasing business revenues.
It has its regional offices in Dubai, Seattle, Singapore and Washington and employs a significant number of human resources. The company’s personnel are working under different departments such as capital planning and procurement, corporate marketing, human resource, finance, worldwide reservation office, worldwide sales office, legal, residential operations, operations etc. and the current work force is highly diversified. Competency Gaps Four Seasons Hotels and Resorts operates with the strategic goal of treating everyone whether it is a new face or a familiar face or whether they come as customers or employees, with the same respect and the quality service to make a better impression in everyone. To support this corporate goal of the company, the work force of the company which is recognized by the company as its best strength, is equipped with competencies and capabilities.