The document discusses Hyatt Hotels' deployment of tablets to enhance customer service. It details how Hyatt rolled out iPad use among staff at its Hyatt Regency O'Hare location, which led to a 20% increase in customer satisfaction scores. Hyatt has since expanded tablet use to other locations, with plans to equip all hotels by the end of 2013. The tablets provide mobile check-in/out services and allow staff to interact more with customers. Careful preparation, like developing custom apps and hardware, was required for successful implementation.
Marketin overview of Intercontinental Hotel Group (IHG)yubraj balami
This document provides an analysis of the Intercontinental Hotel Group (IHG) including its current status, marketing strategy, segmentation/targeting/positioning, and competitive advantages. IHG is currently one of the largest and most dominant hotel groups in the world with over 5,000 hotels across 12 brands. The analysis examines IHG's mission, vision, market situation, competitors, and key factors for success. It also outlines IHG's marketing mix strategy and integrated marketing communications approach.
Indian hotel industry competetion and benchmarkingAnmol Sharma
The document contains analysis of the Indian hotel industry from all the major aspects. Comparison between 3 major Indian hotel chains show the level of competition and the benchmarks that are set by them to maintain their strategic advantage.
Rosewood Hotels & Resorts: Branding to Increase Customer Profitability and Li...Diptam Roy Choudhury
Rosewood Hotels & Resorts operates 19 luxury hotels across 11 countries. Founded in 1979 by Caroline Rose Hunt, Rosewood aims to create residential-style luxury hotels offering personalized service. Each Rosewood property embraces the brand's "A Sense of Place" philosophy reflecting the local history, culture and character. While Rosewood properties have individual appeal, consolidating under a single brand could increase cross-property usage from the current 5% to 10-15% enjoyed by corporate hotel brands, growing revenue and loyalty. However, some concerns include weakening the individual identity of historic properties and losing employees and guests attached to independently branded hotels.
Shanil Patel completed a 6-week internship at Crowne Plaza Rohini in New Delhi, India. During the internship, Shanil worked in several departments including food and beverage service, housekeeping, front office, and food production. Shanil gained experience in tasks like banquet setup, guest room cleaning, front desk duties, and food preparation for large events. Overall, Shanil found the internship to be a valuable learning experience where he developed new skills in different areas of hotel operations.
This document provides an analysis of the luxury hotel industry in India and a marketing plan for a luxury hotel brand. It includes a segmentation, targeting, and positioning analysis focusing on improving retention and attracting innovators. The marketing strategies proposed include providing world-class customized service, focusing on the consumer experience, and leveraging digital marketing. Key aspects of the marketing plan include premium pricing, loyalty programs, and a budget allocation across print, digital, and email media.
This document provides an analysis of the Taj Mahal Palace & Tower hotel in Mumbai. It discusses the hospitality industry in India and analyzes Taj Hotels' marketing mix strategy, internal training programs, advertising, target customer segments, and focus on luxury service. The summary highlights Taj's leadership in India's high-end hotel sector, training initiatives to develop skilled employees, and positioning itself as a luxury brand providing royal experiences for wealthy achievers.
This document is a project report submitted by Ganeri Ranjit Kumar.P to Prof. Nithya Varghese on October 21st, 2013 in partial fulfillment of a Bachelor's degree in Management Studies. The report focuses on analyzing the hospitality industry, with a case study of the Taj Group of Hotels. It includes an introduction, research methodology, conceptual framework, company profile analysis of Taj Hotels, analysis of the hotel industry, questionnaires, limitations, conclusions, interpretations and recommendations.
Oberoi Hotel & Resorts (BRAND EXTENSION)janvishah98
The Oberoi Hotels & Resorts was founded in 1934 by Rai Bahadur Mohan Singh Oberoi. It operates 35 hotels across India and other countries. To extend its brand, Oberoi is launching the Rai Bahadur Mohan Singh Oberoi Hotel Management School in Mumbai, Bangalore, and New Delhi. The school will be housed in former Oberoi hotels, allowing students hands-on learning experiences. It will offer undergraduate and postgraduate programs in hotel management, founded on Oberoi's traditions of hospitality excellence. The school aims to nurture students with relevant industry skills through its "Learning by Doing" approach.
Marketin overview of Intercontinental Hotel Group (IHG)yubraj balami
This document provides an analysis of the Intercontinental Hotel Group (IHG) including its current status, marketing strategy, segmentation/targeting/positioning, and competitive advantages. IHG is currently one of the largest and most dominant hotel groups in the world with over 5,000 hotels across 12 brands. The analysis examines IHG's mission, vision, market situation, competitors, and key factors for success. It also outlines IHG's marketing mix strategy and integrated marketing communications approach.
Indian hotel industry competetion and benchmarkingAnmol Sharma
The document contains analysis of the Indian hotel industry from all the major aspects. Comparison between 3 major Indian hotel chains show the level of competition and the benchmarks that are set by them to maintain their strategic advantage.
Rosewood Hotels & Resorts: Branding to Increase Customer Profitability and Li...Diptam Roy Choudhury
Rosewood Hotels & Resorts operates 19 luxury hotels across 11 countries. Founded in 1979 by Caroline Rose Hunt, Rosewood aims to create residential-style luxury hotels offering personalized service. Each Rosewood property embraces the brand's "A Sense of Place" philosophy reflecting the local history, culture and character. While Rosewood properties have individual appeal, consolidating under a single brand could increase cross-property usage from the current 5% to 10-15% enjoyed by corporate hotel brands, growing revenue and loyalty. However, some concerns include weakening the individual identity of historic properties and losing employees and guests attached to independently branded hotels.
Shanil Patel completed a 6-week internship at Crowne Plaza Rohini in New Delhi, India. During the internship, Shanil worked in several departments including food and beverage service, housekeeping, front office, and food production. Shanil gained experience in tasks like banquet setup, guest room cleaning, front desk duties, and food preparation for large events. Overall, Shanil found the internship to be a valuable learning experience where he developed new skills in different areas of hotel operations.
This document provides an analysis of the luxury hotel industry in India and a marketing plan for a luxury hotel brand. It includes a segmentation, targeting, and positioning analysis focusing on improving retention and attracting innovators. The marketing strategies proposed include providing world-class customized service, focusing on the consumer experience, and leveraging digital marketing. Key aspects of the marketing plan include premium pricing, loyalty programs, and a budget allocation across print, digital, and email media.
This document provides an analysis of the Taj Mahal Palace & Tower hotel in Mumbai. It discusses the hospitality industry in India and analyzes Taj Hotels' marketing mix strategy, internal training programs, advertising, target customer segments, and focus on luxury service. The summary highlights Taj's leadership in India's high-end hotel sector, training initiatives to develop skilled employees, and positioning itself as a luxury brand providing royal experiences for wealthy achievers.
This document is a project report submitted by Ganeri Ranjit Kumar.P to Prof. Nithya Varghese on October 21st, 2013 in partial fulfillment of a Bachelor's degree in Management Studies. The report focuses on analyzing the hospitality industry, with a case study of the Taj Group of Hotels. It includes an introduction, research methodology, conceptual framework, company profile analysis of Taj Hotels, analysis of the hotel industry, questionnaires, limitations, conclusions, interpretations and recommendations.
Oberoi Hotel & Resorts (BRAND EXTENSION)janvishah98
The Oberoi Hotels & Resorts was founded in 1934 by Rai Bahadur Mohan Singh Oberoi. It operates 35 hotels across India and other countries. To extend its brand, Oberoi is launching the Rai Bahadur Mohan Singh Oberoi Hotel Management School in Mumbai, Bangalore, and New Delhi. The school will be housed in former Oberoi hotels, allowing students hands-on learning experiences. It will offer undergraduate and postgraduate programs in hotel management, founded on Oberoi's traditions of hospitality excellence. The school aims to nurture students with relevant industry skills through its "Learning by Doing" approach.
Taj Hotels Resorts and Palaces was founded in 1903 by Jamsetji Tata to build a world-class hotel and restore the image of Mumbai. With over 100 years of history focusing on service excellence, Taj Hotels now has over 93 hotels across India and internationally, and is known as the epitome of luxury hospitality. The brand is recognized for renovating royal palaces and offering iconic properties, luxury services, and memorable experiences to guests around the world.
The assignment is based on Accor hotel group about its origin, expansion and its current trend in hospitality industry.Also a short study is done on one of exclusive brand of Accor Hotel.
Presentation covered :
1. Introduction
2. SWOT Analysis
3.Strategic Planning Process
4.Structure of the Organization
5.Control Mechanism
6.Leadership Style that I observed
7.Various strategies which incorporate in order to get listed in the list of best places to work.
The document provides an overview of Taj Vivanta, a luxury hotel chain in India. Some key points:
- Taj Vivanta was incorporated in 1902 and opened its first hotel, the Taj Mahal Palace & Tower in Mumbai in 1903.
- Since the 1970s, Taj Vivanta has played a key role in developing India's tourism industry and launching several tourist destinations through converting royal palaces into luxury hotels.
- Internationally, Taj Vivanta opened its first hotel outside India in 1980 in Yemen and acquired interests in hotels in London in the late 1980s.
- Taj Vivanta is now a leading luxury hotel chain in India with properties in major cities like Mumbai, Delhi, Kolkata
Hyatt is a global hotel brand headquartered in Chicago. A recent survey identified Hyatt as the best hotel brand based on relationships with sales forces. Hyatt targets higher class customers worldwide and aims to increase brand preference through differentiated brand positioning and excellent customer retention. The document outlines Hyatt's marketing strategy, market segmentation, products, pricing, placement, promotion, people, processes, physical evidence, and customer-focused approach.
This document provides an analysis of the hospitality industry in India. It begins with an overview of the history and growth of the hospitality industry in India. It then categorizes players in the industry based on location, size, level of service, length of stay, theme, target market, and room types. Specific Indian companies like ITC, EIH, IHCL, and OYO are analyzed. Tools like PESTAL, SWOT, Porter's Five Forces, and value chain analyses are applied to the hotel industry. Challenges faced by hotels and frameworks like BCG matrix and McKinsey matrix are discussed. The document concludes with references.
Four Seasons successfully entered the Paris/French market with a strategic acquisition and localization approach. They purchased the historic George V Palace Hotel, maintaining its iconic facade while renovating the interior. They also hired a French designer and manager with both French and North American experience to appeal to French sensibilities of luxury and business culture. Key to their success was understanding and adapting to French labor laws, work hours, and prioritizing employee satisfaction through competitive pay and benefits. While upholding global quality standards, Four Seasons localized operations to integrate cultural aspects, gain trust, and avoid problems - demonstrating their ability to build an international brand in a new market through cultural adaptation.
This document discusses Rosewood Hotels & Resorts, a luxury hotel management company. It operates a collection of individually branded luxury hotels and resorts around the world. The document analyzes factors affecting Rosewood's brand, including competition, employee and guest perceptions. It finds low brand awareness and recommends adopting a corporate branding approach to increase loyalty and cross-property usage. Financial projections show corporate branding increasing the customer lifetime value compared to operating as individually branded properties. Suggestions are made to strengthen Rosewood's brand equity through internal alignment, public relations, membership programs and travel partnerships.
1. The document outlines the strategic plan for a hotel group called Sheldon Group Of Hotels. It discusses their vision, mission, values, goals, corporate strategy, operations strategy, business model, products, customer segments, and marketing and sales strategies.
2. Key aspects of the plan include targeting corporate clients, tourists, and local residents with a variety of room and dining options. The marketing strategy focuses on promotions, advertising, and social media to increase awareness and sales.
3. Operations and sales strategies emphasize the importance of location, technology, and partnerships to deliver a quality customer experience and drive performance.
Taj Hotels & Resorts is one of Asia's largest hotel companies operating 93 hotels across India and 16 internationally. It was founded in 1903 with the opening of the Taj Mahal Palace Hotel in Mumbai. The internship report provides an overview of Taj's operations, including its various hotel brands like Taj Exotica, Taj Safari, and Vivanta by Taj. It describes the intern's responsibilities in tasks like updating exchange rates, generating bills, and working with the hotel's property management system. The report also covers Taj's treatment of employees, such as providing housing, meals, uniforms, and insurance benefits. The intern aims to improve their skills in areas like data warehousing, communication, and report generation during the internship
Based on case study of Accor Hotels. It will provide you brief introduction of all category of brands and services as well as history and origin of the Accor Hotels.
Wyndham Hotel Group Hotels For Every TravellerGert Noordzy
The document lists the names of various cities and countries multiple times. Interspersed between the lists are phrases advertising a hotel company. The hotel company is described as the world's largest and most diverse with nearly 7,200 hotels in 65 countries. It operates well-known brands across different market segments and provides owners various support services to help their businesses succeed.
Hilton hotels Brand Differentiation Through Customer Relationship ManagementRiya Aseef
Hilton introduced its Hilton OnQ customer relationship management (CRM) system in 2002 as a key part of its "Customer Really Matters" strategy. OnQ allows hotel staff to recognize guests at check-in and provide personalized service by accessing guest histories and preferences. It aims to improve customer service, assist in service recovery for issues, and facilitate targeting of promotions and benefits to frequent guests and VIPs. Hilton closely tracks customer satisfaction and loyalty metrics to measure the success of its CRM initiatives in delivering on the "Customer Really Matters" promise of recognition, personalization, and quality service.
Indian Hotels Company Limited (IHCL) by Bidhu B MishraBidhu B Mishra
Indian Hotels Company Limited, branded as Taj Group, is a chain of hotels and resorts,
Headquartered - Oxford House in Mumbai,
Incorporated by - The founder of the Tata Group, Mr. Jamsetji N. Tata
The document provides background information on the Taj Mahal Palace Hotel in Mumbai, India. It discusses that the hotel was opened in 1903 and was India's first luxury hotel. It was built by Jamsetji Nusserwanji Tata to make customers feel like they were staying in a royal palace, explaining the palace-like interior. Over the past 100+ years, the Taj Hotel chain has expanded across India and internationally, maintaining high standards for hospitality.
The document provides an overview of the hospitality industry in India. It discusses that the industry is expected to grow significantly from USD 16.7 billion to USD 30.7 billion between 2008-2013. The growth is driven by strong economic recovery, various government policies and incentives, and increasing demand. While the industry saw declines in 2008-2009 due to economic downturn, occupancy levels and revenues are increasing again. The industry is also shifting from unorganized to organized sector with entry of foreign players. Future trends include growth in tier 2 and 3 cities, focus on green hotels, and local cuisines.
Market segmentation in resorts purpose and typesAMALDASKH
Market segmentation in the resort industry involves dividing the market into distinct groups based on characteristics like demographics, behaviors, and geography. There are several types of market segmentation used in resorts including demographic segmentation based on variables like age, income, and gender. Market segments must be identifiable, accessible, substantial, and durable to be profitable. An example of demographic segmentation identifies a segment of "Golf Best Customers" based on their average age, gender, education, income, number of rounds played, and years playing golf. Segmentation allows resorts to better understand customer groups and tailor products and marketing to build loyalty.
Hotels can be classified in several ways, including by size, star rating, location, and ownership. Size is determined by the number of rooms, with small hotels having 25 or fewer rooms and large hotels having over 300 rooms. Star ratings are assigned by a committee and range from one to five stars. Location categories include city/downtown hotels, suburban hotels, airport hotels, motels, resort hotels, and more. Ownership determines if a hotel is part of a chain, independent, or operates under a franchise or management contract. The document provides details on each classification.
The Intercontinental Hotel in Abu Dhabi was established in 1980 by Benjamin Thompson and is located on the beach near the city center. It was the site of the first Gulf Cooperation Council summit in 1981. The hotel has 387 guest rooms and 54 suites and features amenities like a gym, outdoor pool, and tennis courts. It underwent renovations from 2006-2007 to modernize the rooms and suites while keeping the original exterior design. The ballrooms were left untouched as they hold historic significance from welcoming GCC leaders.
The document discusses how iPads are revolutionizing the hotel industry. It provides examples of high-end hotels like the Bel-Air Hotel that have seen a 75% increase in room service orders since providing iPads. The Mandarin Oriental also upgraded their WiFi to better support guest iPads. While lower-cost hotels like the Comfort Inn cannot yet provide this, the manager recognizes iPads could improve the guest experience. The conclusion is that keeping up with new technologies helps hotels attract customers and maintain an edge over competitors.
The document discusses how iPads are revolutionizing the hotel industry. It provides examples of high-end hotels like the Bel-Air Hotel that have seen a 75% increase in room service orders since providing iPads. The Mandarin Oriental also upgraded their WiFi to better support iPads and reduced guest complaints by 85%. However, when interviewed, the manager of a Comfort Inn said iPads were not feasible for lower-end hotels currently due to costs. The document concludes the iPad trend will likely impact all hotels in the future as prices decrease.
Taj Hotels Resorts and Palaces was founded in 1903 by Jamsetji Tata to build a world-class hotel and restore the image of Mumbai. With over 100 years of history focusing on service excellence, Taj Hotels now has over 93 hotels across India and internationally, and is known as the epitome of luxury hospitality. The brand is recognized for renovating royal palaces and offering iconic properties, luxury services, and memorable experiences to guests around the world.
The assignment is based on Accor hotel group about its origin, expansion and its current trend in hospitality industry.Also a short study is done on one of exclusive brand of Accor Hotel.
Presentation covered :
1. Introduction
2. SWOT Analysis
3.Strategic Planning Process
4.Structure of the Organization
5.Control Mechanism
6.Leadership Style that I observed
7.Various strategies which incorporate in order to get listed in the list of best places to work.
The document provides an overview of Taj Vivanta, a luxury hotel chain in India. Some key points:
- Taj Vivanta was incorporated in 1902 and opened its first hotel, the Taj Mahal Palace & Tower in Mumbai in 1903.
- Since the 1970s, Taj Vivanta has played a key role in developing India's tourism industry and launching several tourist destinations through converting royal palaces into luxury hotels.
- Internationally, Taj Vivanta opened its first hotel outside India in 1980 in Yemen and acquired interests in hotels in London in the late 1980s.
- Taj Vivanta is now a leading luxury hotel chain in India with properties in major cities like Mumbai, Delhi, Kolkata
Hyatt is a global hotel brand headquartered in Chicago. A recent survey identified Hyatt as the best hotel brand based on relationships with sales forces. Hyatt targets higher class customers worldwide and aims to increase brand preference through differentiated brand positioning and excellent customer retention. The document outlines Hyatt's marketing strategy, market segmentation, products, pricing, placement, promotion, people, processes, physical evidence, and customer-focused approach.
This document provides an analysis of the hospitality industry in India. It begins with an overview of the history and growth of the hospitality industry in India. It then categorizes players in the industry based on location, size, level of service, length of stay, theme, target market, and room types. Specific Indian companies like ITC, EIH, IHCL, and OYO are analyzed. Tools like PESTAL, SWOT, Porter's Five Forces, and value chain analyses are applied to the hotel industry. Challenges faced by hotels and frameworks like BCG matrix and McKinsey matrix are discussed. The document concludes with references.
Four Seasons successfully entered the Paris/French market with a strategic acquisition and localization approach. They purchased the historic George V Palace Hotel, maintaining its iconic facade while renovating the interior. They also hired a French designer and manager with both French and North American experience to appeal to French sensibilities of luxury and business culture. Key to their success was understanding and adapting to French labor laws, work hours, and prioritizing employee satisfaction through competitive pay and benefits. While upholding global quality standards, Four Seasons localized operations to integrate cultural aspects, gain trust, and avoid problems - demonstrating their ability to build an international brand in a new market through cultural adaptation.
This document discusses Rosewood Hotels & Resorts, a luxury hotel management company. It operates a collection of individually branded luxury hotels and resorts around the world. The document analyzes factors affecting Rosewood's brand, including competition, employee and guest perceptions. It finds low brand awareness and recommends adopting a corporate branding approach to increase loyalty and cross-property usage. Financial projections show corporate branding increasing the customer lifetime value compared to operating as individually branded properties. Suggestions are made to strengthen Rosewood's brand equity through internal alignment, public relations, membership programs and travel partnerships.
1. The document outlines the strategic plan for a hotel group called Sheldon Group Of Hotels. It discusses their vision, mission, values, goals, corporate strategy, operations strategy, business model, products, customer segments, and marketing and sales strategies.
2. Key aspects of the plan include targeting corporate clients, tourists, and local residents with a variety of room and dining options. The marketing strategy focuses on promotions, advertising, and social media to increase awareness and sales.
3. Operations and sales strategies emphasize the importance of location, technology, and partnerships to deliver a quality customer experience and drive performance.
Taj Hotels & Resorts is one of Asia's largest hotel companies operating 93 hotels across India and 16 internationally. It was founded in 1903 with the opening of the Taj Mahal Palace Hotel in Mumbai. The internship report provides an overview of Taj's operations, including its various hotel brands like Taj Exotica, Taj Safari, and Vivanta by Taj. It describes the intern's responsibilities in tasks like updating exchange rates, generating bills, and working with the hotel's property management system. The report also covers Taj's treatment of employees, such as providing housing, meals, uniforms, and insurance benefits. The intern aims to improve their skills in areas like data warehousing, communication, and report generation during the internship
Based on case study of Accor Hotels. It will provide you brief introduction of all category of brands and services as well as history and origin of the Accor Hotels.
Wyndham Hotel Group Hotels For Every TravellerGert Noordzy
The document lists the names of various cities and countries multiple times. Interspersed between the lists are phrases advertising a hotel company. The hotel company is described as the world's largest and most diverse with nearly 7,200 hotels in 65 countries. It operates well-known brands across different market segments and provides owners various support services to help their businesses succeed.
Hilton hotels Brand Differentiation Through Customer Relationship ManagementRiya Aseef
Hilton introduced its Hilton OnQ customer relationship management (CRM) system in 2002 as a key part of its "Customer Really Matters" strategy. OnQ allows hotel staff to recognize guests at check-in and provide personalized service by accessing guest histories and preferences. It aims to improve customer service, assist in service recovery for issues, and facilitate targeting of promotions and benefits to frequent guests and VIPs. Hilton closely tracks customer satisfaction and loyalty metrics to measure the success of its CRM initiatives in delivering on the "Customer Really Matters" promise of recognition, personalization, and quality service.
Indian Hotels Company Limited (IHCL) by Bidhu B MishraBidhu B Mishra
Indian Hotels Company Limited, branded as Taj Group, is a chain of hotels and resorts,
Headquartered - Oxford House in Mumbai,
Incorporated by - The founder of the Tata Group, Mr. Jamsetji N. Tata
The document provides background information on the Taj Mahal Palace Hotel in Mumbai, India. It discusses that the hotel was opened in 1903 and was India's first luxury hotel. It was built by Jamsetji Nusserwanji Tata to make customers feel like they were staying in a royal palace, explaining the palace-like interior. Over the past 100+ years, the Taj Hotel chain has expanded across India and internationally, maintaining high standards for hospitality.
The document provides an overview of the hospitality industry in India. It discusses that the industry is expected to grow significantly from USD 16.7 billion to USD 30.7 billion between 2008-2013. The growth is driven by strong economic recovery, various government policies and incentives, and increasing demand. While the industry saw declines in 2008-2009 due to economic downturn, occupancy levels and revenues are increasing again. The industry is also shifting from unorganized to organized sector with entry of foreign players. Future trends include growth in tier 2 and 3 cities, focus on green hotels, and local cuisines.
Market segmentation in resorts purpose and typesAMALDASKH
Market segmentation in the resort industry involves dividing the market into distinct groups based on characteristics like demographics, behaviors, and geography. There are several types of market segmentation used in resorts including demographic segmentation based on variables like age, income, and gender. Market segments must be identifiable, accessible, substantial, and durable to be profitable. An example of demographic segmentation identifies a segment of "Golf Best Customers" based on their average age, gender, education, income, number of rounds played, and years playing golf. Segmentation allows resorts to better understand customer groups and tailor products and marketing to build loyalty.
Hotels can be classified in several ways, including by size, star rating, location, and ownership. Size is determined by the number of rooms, with small hotels having 25 or fewer rooms and large hotels having over 300 rooms. Star ratings are assigned by a committee and range from one to five stars. Location categories include city/downtown hotels, suburban hotels, airport hotels, motels, resort hotels, and more. Ownership determines if a hotel is part of a chain, independent, or operates under a franchise or management contract. The document provides details on each classification.
The Intercontinental Hotel in Abu Dhabi was established in 1980 by Benjamin Thompson and is located on the beach near the city center. It was the site of the first Gulf Cooperation Council summit in 1981. The hotel has 387 guest rooms and 54 suites and features amenities like a gym, outdoor pool, and tennis courts. It underwent renovations from 2006-2007 to modernize the rooms and suites while keeping the original exterior design. The ballrooms were left untouched as they hold historic significance from welcoming GCC leaders.
The document discusses how iPads are revolutionizing the hotel industry. It provides examples of high-end hotels like the Bel-Air Hotel that have seen a 75% increase in room service orders since providing iPads. The Mandarin Oriental also upgraded their WiFi to better support guest iPads. While lower-cost hotels like the Comfort Inn cannot yet provide this, the manager recognizes iPads could improve the guest experience. The conclusion is that keeping up with new technologies helps hotels attract customers and maintain an edge over competitors.
The document discusses how iPads are revolutionizing the hotel industry. It provides examples of high-end hotels like the Bel-Air Hotel that have seen a 75% increase in room service orders since providing iPads. The Mandarin Oriental also upgraded their WiFi to better support iPads and reduced guest complaints by 85%. However, when interviewed, the manager of a Comfort Inn said iPads were not feasible for lower-end hotels currently due to costs. The document concludes the iPad trend will likely impact all hotels in the future as prices decrease.
Hospitality companies are using cloud services and data from various sources like social media and sales to improve customer experience, gain insights, and make informed decisions. They are able to improve network operations, communication between employees and customers, and generate more revenue. CEOs are facing challenges to meet rising digital customer expectations around personalization, a single customer view, and mobile-first services.
Enhancing Desirability: Five Considerations for Winning Digital InitiativesCognizant
To be a modern digital business in the post-COVID era, organizations must be fanatical about the experiences they deliver to an increasingly savvy and expectant user community. Getting there requires a mastery of human-design thinking, compelling user interface and interaction design, and a focus on functional and nonfunctional capabilities that drive business differentiation and results.
The document discusses OpenWays, a company that provides a mobile-based access management solution allowing hotel guests to unlock their room doors using a mobile app and unique sound code. The technology aims to streamline the check-in process and is more environmentally friendly than plastic key cards. OpenWays sees opportunities to expand their technology to other industries like airlines and car rentals. For the technology to be successful, OpenWays must ensure their app remains easy to use, secure, and ahead of competitors as customer needs change.
ITS 531 Module Seven Essay Guidelines and Rubric Topic .docxvrickens
ITS 531 Module Seven Essay Guidelines and Rubric
Topic: Case Study – NH Hoteles
Overview: Social media and the Internet have transformed the hotel industry. By writing millions of reviews a year on websites and mobile
apps, travelers are among the most empowered and influential consumers in the world. As NH Hotels aggressively expanded their global reach,
accessing and analyzing the vast amount of customer feedback became critically important to maintaining their online reputation – and securing
their future success. Review the following case study and respond to the questions listed in the critical elements section to develop the content
of your essay.
A project developed on Google Cloud Platform – NH Hoteles: Making a reservation for the future
Challenge
To initiate the process of more efficient customer data collection, analysis, and reporting, NH Hotels used off-the-shelf software tools.
These programs proved inflexible and they also lacked critical features, such as benchmarking their competitors, which were
required by NH analysts. Development cycles dragged on and deadlines were consistently missed. NH Hotels turned to Paradigma,
a technology consulting firm based in Madrid, to build a customized solution.
Solution
After several meetings with NH Hotels to understand their needs, Paradigma set up a small development team (including a
representative from NH). This cooperative approach accelerated development time and gave Paradigma the confidence to select the
most appropriate technologies for the project. Using various software tools, such as Grails and JQuery, Paradigma designed an
elegant customized solution called “Quality Focus Online.” For optimal performance, the development team decided to host this
Aditya Vadde
Aditya Vadde
Aditya Vadde
system in the cloud. Paradigma recommended a Google Cloud Platform solution that used Cloud SQL as a fully managed database,
combined with Compute Engine for rapid translation of multilingual customer reviews.
“Quality Focus Online turned out to be easy to use from day one. It helps me save a lot of time and improves our business” says
Javier Mármol, Director of Hotel NH Palacio de Tepa in Madrid. “For example, we discovered from reviews that noise was a problem,
so we increased our room insulation – and our positive scores shot up overnight.”
About the Quality Focus online tool
The Quality Focus Online tool processes, interprets, rates, reports and monitors the reputation and performance of the 400 hotels of
the network, individually. It turns a lot of unstructured information into meaningful and actionable analysis.
Half of the guests’ reviews analyzed by the tool are from NH Hoteles’ own surveys and half from reviews on 3rd party sites like
Tripadvisor.
Results
Quality Focus Online can now process, interpret, rate, report and monitor the reputation and performance of each individual hotel in
the NH group. Hotel guests can use their mobile devices ...
The document discusses OpenWays, a company that provides a mobile-based access management solution allowing hotel guests to unlock their room doors using a mobile app and unique sound code. The technology aims to streamline the check-in process and is more environmentally friendly than plastic key cards. OpenWays uses near field communication (NFC) technology, allowing compatibility with all smartphone brands. The solution has the potential to revolutionize the hotel industry and change how travelers stay in hotels.
The document discusses OpenWays, a company that provides a mobile-based access management solution allowing hotel guests to unlock their room with their smartphone instead of a plastic key card. The OpenWays app sends guests a unique sound code before arrival to open their door with their phone. This allows guests to bypass the front desk and check directly into their room. The technology aims to improve sustainability by eliminating plastic key cards and provide a more convenient experience for guests.
TECHNOLOGY TRENDS IN HOTELS, EMERGING TRENDS.pptxAMRIT914652
This document discusses 15 key technology trends in the hotel industry in 2022, including smart hotel rooms, IoT, big data, mobile check-in services, contactless payments, translation devices, increased internet bandwidth, cybersecurity, robots, air filter systems, artificial intelligence, face recognition technology, occupancy-based sensors, energy-saving appliances, and cloud hotel property management systems. Adopting these new technologies can help hotels improve the guest experience, increase operational efficiency, and stay competitive.
The document discusses the importance and application of information technology in hotel management. It outlines some of the key problems hotels face without IT, such as difficulty maintaining guest details and inventory records. It then describes how technologies like property management systems, central reservation systems, and global distribution systems help hotels operate more efficiently. Additional technologies discussed include WiFi infrastructure, digital conferencing facilities, smart room keys, and smart mirrors/thermostats. The main impact of IT has been to quicken service, reduce costs, and improve accuracy at the front desk.
Developed A Custom EHR Solution And Deployed It On Cloud As A SaaS Platform F...fernadiseella
A custom Electronic Health Record (EHR) solution and seamlessly deployed it on the cloud as a Software as a Service (SaaS) platform specifically tailored for optometry care providers. This innovative system streamlines patient record management, appointment scheduling, and practice operations, allowing optometrists to deliver efficient and high-quality eye care services. The cloud-based SaaS model offers accessibility and scalability, making it a valuable tool for optometry practices seeking modern and convenient EHR solutions. For More information, Get connected with our experts.
The Director of IT at the Kempinski Hotel Mall of the Emirates launched a mobile app to improve the hotel's services and guest experience. The app integrated TV, room management, and a guest request system to streamline operations. To support this, the IT team upgraded the network infrastructure to ensure high bandwidth and a seamless experience for the one million devices used by guests annually. The app has reduced request times by 20% and increased revenue.
CodeBaby is a global customer engagement technology company headquartered in Colorado Springs that provides intelligent virtual assistants, experience streams, and analytics to help companies improve customer experience. It works with clients to understand their goals and audiences in order to design customized virtual assistants and journeys. CodeBaby's solutions include conversational virtual assistants, wizards, and integrations with backend systems. It has expertise in industries like ecommerce, banking, healthcare, and more. The company follows a thorough process involving strategy, architecture, integration, testing, and launch to ensure project success.
Flytxt is an artificial intelligence company that helps businesses analyze customer data and engage customers through products like their flagship NEON-dX software. Their clients typically see a 2-7% increase in net revenue. NEON-dX packages analytics, AI, and marketing automation to help clients generate measurable economic value. Flytxt works with over 100 enterprises across 50 countries to gain insights into 600 million consumers worldwide.
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Hyatt Hotels Case Study
1. CASE STUDY: EFFECTIVE TABLET DEPLOYMENT
COMPANY: Hyatt Hotels & Resorts
HEADQUARTERS: Chicago
EMPLOYEES: More than 90,000
I.T. STAFF: 100
BUSINESS: The 55-year-old global
hospitality company has 500 properties in
46 countries as of Dec. 31, 2012.
At a Glance
HANDHELD
HOSPITALITY
An ambitious mobile strategy
built around tablets is helping
Hyatt Hotels reach new levels of
customer service.
Using iPad devices helped Hyatt achieve “a
level of customer intimacy that none of our
competitors match,” says John Prusnick,
director of IT innovation and strategy for
Hyatt Hotels & Resorts.
TWEET THIS!
2. 2 CASE STUDY: EFFECTIVE TABLET DEPLOYMENT
Customer service is a critical part of the Hyatt hotel chain’s
business. Happy customers express their satisfaction
in ways that appear on the company’s bottom line.
When Hyatt learned that equipping its associates with
tablet devices to use while interacting with customers
significantly improved customer service, the company
decided to aggressively expand its tablet rollout at facilities
across the globe.
The devices have become an important element in
how the company serves customers, enhances overall
customer experience and makes its hotel staff more
efficient. By the end of 2013, tablets and other mobile
devices will be mainstays for Hyatt Hotels.
The jumping-off point for this initiative was Hyatt
Regency O’Hare, the company’s high-profile, 1,100-room
facility near Chicago’s hyperactive O’Hare International
Airport. Guests can now check in while they’re waiting for
the hotel shuttle bus at the airport or as they enter the
hotel’s main lobby, where they’re greeted by associates
toting Apple iPad devices. The tablets include custom
software that connects to the hotel’s back-end property
management system and custom hardware for swiping
credit cards and issuing room keys.
The benefits of a tablet-based service for checking guests
in and out became clear shortly after Hyatt Regency O’Hare
began testing the solution last winter. Positive ratings in
guest satisfaction surveys shot up 20 percent for those
who interacted with Hyatt associates with iPad devices.
These upbeat first impressions often have a lasting impact,
Hyatt executives say. “When you have a great check-in
experience, you’ll likely look at your guest room and the
entire ambience from a rosier perspective,” says John
Prusnick, director of IT innovation and strategy for Hyatt
Hotels & Resorts. “There definitely are ripple effects.”
Successful feedback may have come quickly, but getting
to that stage took time and careful planning, he says. Also
important was the expertise of CDW, which took the lead in
configuring hundreds of mobile devices. These preparations
and the lessons Hyatt learned along the way offer
important insights for organizations in other markets about
how to turn tablets into valuable business tools.
Modernizing Hospitality
Hotels such as Hyatt are learning that tablets can serve a
larger goal — namely enhancing customer experience as
a competitive differentiator by achieving better service,
efficiency and problem resolution. “If a guest needs to
know what ballroom a business meeting is in, and an agent
with a tablet has that information at the flip of a finger, you
are providing heightened customer service in a powerful
way,” says Greg Buzek, president of IHL Group, an analysis
firm that specializes in the hospitality and retail industries.
“It immediately says that you are a premium hotel.”
Today, the staff at Hyatt Regency O’Hare maintains
about 10 iPad devices that rotate into service for six
associates who typically work in the lobby or meet guests
at the airport.
Hyatt began its tablet program with the launch of its
innovative Andaz brand. At the Andaz hotels, the tablets were
used to create a more personalized and modern check-in
experience. “We knew we’d found a solution that had a
positive impact to our guest experience and improved the
working environment for our associates,” says Brian Erdman,
an analyst for IT operations at Hyatt Hotels & Resorts.
But could Hyatt successfully translate tablets to a larger
facility like Hyatt Regency O’Hare? Within a few weeks of
launching a pilot study, the company had its answer. “The
feedback in our interviews with guests at that facility was
overwhelmingly positive,” Erdman says. “A few guests said
this approach made them feel like a VIP.”
Formal research showed other benefits. For
example, Hyatt boosted its Net Promoter scores,
industry measurements that gauge a customer’s
enthusiasm for a company and the likelihood that he
or she would recommend it to others. “If 1 percent of
our loyalty program people stay one extra day or their
recommendations result in additional bookings, that
translates into a significant revenue increase for the
company,” says Prusnick.
of Hyatt’s
full-service hotels
in North America
are now using tablet
devices to enhance
guest services.
90%
TWEET THIS!
3. 3800.800.4239 | CDW.com
Careful Preparations
The business case for tablets was clear for Hyatt, but success wasn’t
an accident. First, Hyatt needed to work with an outside developer
to create the application that makes mobile interactions possible.
The program implements the existing custom application that
Hyatt has been using in its kiosks, along with some tweaks made
for the iPad format. Hyatt also worked with the software developer
to ensure that the solution could connect securely to the hotel’s
property management system.
Next, Hyatt retrofitted the tablets with custom hardware for
swiping credit cards and encoding room keys. The supplier of this
hardware, which is experienced in developing mobile point-of-sale
peripherals, worked with John Prusnick, director of IT innovation
and strategy for Hyatt Hotels & Resorts, and his staff to create an
unobtrusive, standards-based RFID encoder that would easily fit on
the tablets. According to Greg Buzek, president of the analysis firm
IHL Group, this type of mobile peripheral is rare in the hospitality
industry, which is one reason why many hotels aren’t offering mobile
check-in services for guests.
New Experience
The underlying reasons for these reactions are clear.
The tablet-inspired innovations fundamentally change a
customer’s experience at Hyatt facilities. “Associates come
out from behind the front desk to socialize and interact
with customers, and that makes the arrival feel less like a
transaction and much more like a welcoming experience,”
Prusnick explains. “Having our staff completely untethered
so they can facilitate check-ins at the airport has also
been very impactful for our guests. It has created a level of
customer intimacy that none of our competitors offer.”
Guests arriving as part of a large group also benefit
from the tablets. Hyatt can add tablet-toting associates as
needed to shorten queues and keep the check-in process
flowing smoothly.
At the end of the stay, guests can also choose to interact
with an iPad-equipped agent when checking out. In addition
to augmenting customer service, the approach saves on
supplies. “We would rather e-mail a copy of the receipt
to guests as they leave as opposed to printing it,” says
Prusnick. “We are finding that people who use a mobile host
are comfortable with the checkout process and with having
a copy of their guest record e-mailed to them.”
Hyatt understands that not all guests have the same
needs. So it continues to offer a range of choices for
arrivals and departures, including the traditional front-
desk experience and unmanned kiosks in the lobby. “Every
check-in is unique, and we’ll continue to address this by
letting guests choose the option that is most comfortable
for them personally,” Prusnick says.
Supporting the Support Staff
Behind the scenes, the tablets offer additional advantages
for Hyatt. Because both the hardware and the software
are easy to use, associates need a minimum of training.
On-screen graphics show essential customer information
at a glance, such as whether a guest is a new or returning
client. “With the iPad, the procedures are smoother and
require fewer keystrokes than with the traditional desktop
application,” Erdman says. “With the tablet, the information
is all on one screen. And to confirm that information is
accurate, the agent just turns the tablet around to show
the guest.”
Prusnick says tablets also bring more variety to an
associate’s day, because they now can divide their time
between working at the front desk, moving about the
lobby and meeting travelers at the airport. “Tablets give
them new fluidity, and that makes their day much more
interesting and exciting,” he says.
Many support staff members are also using wireless
devices for increased efficiency. For example, a new
application that Hyatt implemented from M-TECH called
HotSOS helps housekeeping and engineering workers
address individual requests for room amenities, such as
special pillows or extra blankets. The program runs on the
Apple iPod touch, a smartphone-sized digital device. The
housekeeping staff can use the tools to quickly change the
availability status of a room once it’s been cleaned and log
maintenance requests, such as the need for a new light bulb
or a plumbing repair.
iPad Stands Out
Hyatt chose iPad devices over other tablets because each
new iPad version also has maintained compatibility with
earlier versions of Apple’s iOS operating system. Prusnick
says that Hyatt’s software developer finds the iOS platform
easy for programming. Using iPad devices also ensures that
the proprietary applications written for the tablets will run
on the iPod touch and iPhone form factors. “That gives us
the functionality we need to check in and check out a guest
on different platforms,” says Prusnick.
But Hyatt quickly realized it needed help rolling out the
hardware and software. Each of the hundreds of devices
used in Hyatt properties across the U.S., Canada and the
Caribbean must be set up with the company’s proprietary