Ramada Franchise System Case Study

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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. Those three are; Hiring (how to hire suitable people),…show more content…
Then, after going through those processes, they then concluded on several questions based on the three keys concern. Those questions are: 1. Hiring: What kind of people they need to hire, and what kind of personalities and characteristics should they have. Are the candidates capable of providing good value service? 2. Training: Were their previous training effective? Did it work? Which type of training work best in hospitality industry? What kind of training that suits Ramada Franchise System (RFS) the best? 3. Motivation: Is reward system effective? How to motivate their current employees to deliver excellent customer service? What kind of motivation system that can actually push RFS’ employees to be more…show more content…
Tim Pigsley the director of operations for RFS quoted that Disney has the best customer service and have proven to be able to satisfy their many customers around the world, Southwest Airlines have special approach in fun and flying, and TGIF has super low employee turnover and high employee loyalty. It would be a great thing if Ramada could capture these things in order to increase and improve their customer satisfaction level. Secondary data are data gathered and recorded by someone else prior to and for a purpose other than the current project (Griffin). Since secondary data are already collected by someone else (meant that they did all the researches), it is more cost effective, since you do not need to go directly.Thus it plays as the cost effective role and role model (Ramada could look at their practices and apply it to their own

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