Percieved quality of pullman Novotel & park plaza,IDIC model,COPIS, customer value strategy,Sources of value,Loyality program ,CRM Initiatives,Complaint management system,Service recovery

1. Customer Relationship
Management in
Hospitality

2. Perceived Quality
Pullman Novotel Park Plaza
People Guest relationship
manager
Only MOD
Process Online booking through
mobile app, flexible
packages,1 point
empowerment.
Online and offline
booking, Procedural
package , Viggo mobile
app.
Hygiene Well groomed employees,
posh European interiors
A mix of both traditional
and modern outlay
designed by renowned
hospitality designer
Sarabjit Singh Ahluwalia’s

3. IDIC Model
Pullman Novotel Park Plaza
Identify Trust U software HARMONY Database
Manager (HDBM)
Differentiate Special preference-upper
class customers
Special preference-
economy class customers
Interact Automated e-campaigns Regular campaigns
Customize Customized Stay options
and buffet system
Customized banquet
arrangements

4. COPIS

5. Guest profiling in
OPERA Software

6. Pullman Novotel Park Plaza
Customer
Feedback Form

7. Customer Value
Strategy
Pullman Novotel Park Plaza
Operational
Excellence
 ×
Customer
Intimacy
 ×

8. Sources Of Value
At Pullman, HR plays a crucial role, the
presence of guest experience manager,
young talented minds makes it different
At Park Plaza, HR plays a role in
just reward and recognition, no
campus hiring is done
People
At Pullman, Trust You software is
used. Separate departments for
each function
At Park Plaza, multi tasking by
individual department is witnessed
Process

9. In both the hotels, the uniform for each
department is different, also the interiors are
different in a way that one is European style
and other being traditional based
Physical
evidence
Connection through web portals,
offline calling, feedback forms
At Park Plaza, basically through
offline and registered email ids
Customer
communication

10. Loyalty Program

11. Park Plaza
Membership Program - Plaza Membership
• Dedicated sales team with target of 20 membership per
month
• Membership fee – INR 10,000
• Benefits:
2 room nights
50% off on buffet up-to 6 guests & 20% on above
1+1 beverages after 5 pm
Gym & spa vouchers

12. CRM
Initiatives

16. Complaint
Management System
Mail on
prescribed
id
Head Office
Call to
General
manager
Discussion
in Morning
Meeting
Action is
taken
Contact
Duty
Manager
Issue is
heard
If not in the
hands of
DM,
concern is
put to
GM/DGM
Discussion
with all
directors
Action is
taken
Park Plaza
Pullman - Novotel

17. Service Recovery
Park Plaza
CASE ON PARK PLAZA OF A MARRIAGE EVENT
Source: https://www.accorhotels.com/gb/hotel-7559-pullman-new-delhi-aerocity-/index.shtml#section-
reviews
Pullman-Novotel

18. KRA’S

19. Employee Evolution
& Progression
• LIVE: Learning Is Very Interesting
• Brand Training: Our Body & Soul
• Keys to Communication
• Train the trainer
• Accor Academy

21. Reward and
Recognition
Park Plaza
• On quarterly basis generally
• Until level 2 i.e. Captains
• Front of the house
• Back of the house

22. Reward and
Recognition
Pullman - Novotel
• Guest Passion : “Star Associate Award”
• Guest Passion : “Star Executive Award”
• Sustainable Performance: “Never Ending Wow Service - NEWS of Month”
• Innovation : “Share your ideas of the month”
• Sustainable Performance: “Best Seller of the month”
• Respect & Trust: "Best Outsourced Associate of the month”
• Spirit of Conquest: The “Excellence in Management Award”

23. Recommendations
• For Park Plaza, The KRAs must specify the area for customer
service which also includes the handling of software and sound
knowledge of MIS.
• Also, instead of having MOD on the rotational basis, the better way
to handle customer relationship would be assigning a designation for
clarity of job.
• Since, these hotels cater people from around the globe, so their
employees can be trained in multiple languages. This will contribute
in growth opportunities of employees.