Specify organisational standards of customer service So the customer segment of the Ritz-Carlton is a wealthy clientele who has very high expectations since they use to get upscale products because they are ready to pay more to have more. Therefore, the differentiation of the Ritz-Carlton is made on an efficient and effective customer service. As we know the needs are general but the wants are specific, so the companies have to make the difference so as to become the customer’s wants. For example, customers will need to book an hotel room but some customers will want to book an Ritz-Carlton hotel room. So the Ritz-Carlton is really known for their customer service. This excellent service allows them to provide satisfaction to their exigent customers, that is why in order to keep the service consistency they create their own customer standards, …show more content…
Obtain internal and external stakeholders’ commitment to the strategy and its implications Stakeholders are people who are invested in a company (time, money, employees). Internal stakeholders are directly connected to the company, like employees, owners and investors (Boundless, 2015). Employees: who have to be totally implicate in the company’s strategy, in the Ritz-Carlton this employee’s commitment start before to be selected for a job, the managers are looking for individuals with customer service talent and not skills. Since they are in contact with the guests, they are the image of the company, it highlight the importance of hiring a good team which will be in accordance with the company’s standards. Their goals are to make the budget objectives and to keep their post. Owners: who have to be able to provide the resources to set up the strategy, they are on the back office but are important decision-makers. They are involved in optimising the company’s profit. Investors: they provide money to help the company to get enough resources to set up the strategy. They are involved to maximise their
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A Stakeholder is any individual who has a vested interest in a business and is affected by the organisations decisions and strategies (Pride, Hughes & Kapoor 2015, p. 10). Therefore, the people most affected by Graeter’s decisions to take a long term view of the business rather than aim for short term profits are the family members who have a stake in the business. At the present, Richard Graeter II (CEO), Robert Graeter (vice president of operations) and Chip Graeter (vice president of retail operations) manage the business and are responsible for all the decisions regarding its operations. Graeter’s management team have chosen to forgo the opportunity for short term profits by adhering to the traditional manufacturing process used by Louis
- working with working staff to set up strategies, models and frameworks. - Setting client administration measures & assuring that the current standards satisfy the customers & helps retaining them. • Coordinating with the workers themselves can help effectively in setting appropriate models for the procedures & systems because they are the ones who interact directly with raw materials and producing the products, so they would know better if anything in manufacturing needs improvement or so. • It is important to satisfy the current customers in different possible ways in order to retain them which eventually leads in attracting more customers as well.
Recognizing an organization’s mission and values in the strategic planning process is always the first step. To a few organizations, this step would include revisiting and occasionally reworking the mission and values if necessary. To some organizations, it would be the first time they are sitting their mission and values. “Mission statements define the nature, purpose, and role of organizations; focus resources; and guide planning” (Keeling 213). They represent the route wherein the organization is proceeding.
1 What is Outrigger Hotels and Resorts’ strategic position? What are the firm’s Critical Success Factors (CSF)? Outrigger Hotels and Resorts are currently using geographical and product diversification strategy. The firm expend their firm around Pacific Ocean and diversify its product portfolio by adding condominiums resorts and OHANA hotels.
Weighted average cost of capital for Marriot Corporation: In order to determine cost of capital, first we need to find out cost of equity and cost of debt. For determining the cost of equity we need to determine the beta for the target leverage ratio. According to the information provided by exhibit 3 equity beta is estimated at 0.97 when equity-to-total capital ratio is 0.59. Therefore we need to find unlevered beta value so that we can find firm’s equity beta at the desired leverage ratio as mentioned in Table A. Tax bracket of 44% is used based on ratio of income taxes to income before income taxes (175.9/398.9) in Exhibit 1.
CASE JOURNAL-ROSEWOOD HOTEL& RESORTS Rosewood’s management is on the right track to increasing brand awareness among its customers by pursuing the corporate branding strategy. Implementation of the corporate branding strategy not only increases the number of repeat visitors to the hotels, but also increases the gross profits made by the company by $2,599,000. Corporate branding has a positive impact on the customer lifetime value as well. Rosewood Hotels & Resorts is a privately owned hotel management company that is known for its unique properties like The Carlyle and the Mansion on Turtle Creek that differentiates the company from other luxury hotel competitors.
From the course Marketing Management, I acquired fundamental understanding in strategic management and key analytical skills in evaluating clients’ needs, leading on to my further consideration on the dynamic between internal and external needs, as well as decision-making. I still remember how Michael Porter’s Five Forces was used to analyze the cases of Nike and Adidas in Introduction to Management Strategy. I begin to realize that although strategic management in finance and marketing is vital for companies ‘development in the long term, human resources management is a lever, offering the most flexible way to maximize the productivity and increase profits by allocating existing resources. I would like to explore the complexities and acquire advanced skills in this
The purpose of this report is to find solutions to the prevailing issues in Ritz Carlton like an increase in absenteeism, demotivation, a decrease in productivity level as well as discrimination, underpay and conflicts arising between team members. For the purpose of this assignment, the focus will be on providing recommendations to improve the culture, working environment, structure, motivation of employees and strengthen team-working. Ritz Carlton is using a hierarchical and centralised structure, first of all, different type of structures will be proposed to find the right one.
“An organizational strategy is the sum of the actions a company intends to take to achieve long-term goals (Johnson, 2016)”. Organizational strategy is derived from a company 's mission, which tells why an organisation is in business. There are three important aspects of organizational strategy such as resources, scope and the company’s core competency (Johnson, 2016). As Johnson (2016) postulated that top management produces the larger organizational strategy, while middle and lower management adopt goals and plans to satisfy the overall strategy. Germano (2010) states that leadership has a significant impact upon organisation and its success, whereby leaders determine values, culture and employee motivation.
1.0. INTRODUCTION Every organization strives to benefit from creating value for its customers, in the most effective way, for the purpose of attaining competitive advantage in the business environment in which they operate. Philip Kotler(2015) defines marketing as “the science and art of exploring, creating, and delivering value to satisfy the needs of a target market at a profit”. According to Hollensen (2003), a strategy is a fundamental pattern of present and planned objectives…”
To be sucessful in this industry we need a lot of and loyal customers. The loyal customers will keep coming back to the same place if they satisfied through the place they have visited. Customer loyalty give the most important impact towards hospitality and tourism industry. “Hospitality refers