This document provides an analysis of negative online reviews of the Hilton New York Grand Central hotel and how the hotel handles customer complaints and service recovery. It identifies the main negative issues mentioned in 630 reviews from TripAdvisor, Facebook, and Booking.com, categorizes them according to the SERVQUAL model of service quality, and analyzes how the hotel responds to negative reviews. The document then provides managerial implications for improving service quality, monitoring reviews, and encouraging positive customer feedback.
The document discusses marketing strategies for the MarePineta hotel in Milano Marittima, Italy as it undergoes renovations to become a 5-star hotel. It provides a SWOT analysis identifying strengths like a large private beach but also weaknesses such as inflexible meal times. Opportunities include gaining more online visibility and hosting events. Threats include loss of reputation and a changing target clientele. Segmentation analysis finds the target market is high-class families and couples aged 30-70, both Italian and foreign. Positioning aims to maintain the hotel's reputation for excellent service and discretion.
This document outlines the duties and responsibilities of various front office roles in a hotel. It describes the front office manager as overseeing all administrative tasks, hiring, training, budgets, forecasts, and department meetings. The assistant front office manager supervises daily operations and coordinates with other departments. The lobby manager handles check-ins/outs, complaints, and security. Guest relations executives collect feedback. Reservation assistants manage reservations and expected guest lists. Receptionists greet guests and handle check-ins. Cashiers manage payments. Telephone operators handle calls. Bell boys transport luggage. And the concierge assists guests with requests.
Segmentation of marriott hotels, different levels of product, products and services of Marriott hotels, reward programs of Marriott and about how they retain their customers.
The document describes the different departments in a hotel and their classifications. There are two main classifications: revenue centers/cost centers and front of house/back of house. Revenue centers like sales, front office, food and beverage directly generate income. Cost centers like HR, purchasing, and accounting support revenue centers without direct income generation. Front of house departments like front desk and restaurants interact with guests, while back of house departments like kitchen and housekeeping have little guest interaction. The document also lists example department heads and potential conflicts between departments like rooms division and housekeeping.
Aeroplane Maintenance-A case Study at Buddha AirSaban Kumar K.C.
Buddha Airlines maintains its fleet through preventative and condition-based maintenance programs. The maintenance division plans activities and coordinates support. Non-destructive testing methods like eddy current and magnetic particle inspection are used to detect surface defects on components. Key maintenance activities include planning maintenance schedules, monitoring aircraft performance, and maintaining technical libraries and manuals. The overall goal is to keep over 90% of scheduled flights departing on time through effective maintenance management.
Understanding Hotel Classification Guidelines pptyusuflokhandwala
This document provides guidelines and requirements for hotel star rating classifications in India. It outlines the facilities and services required to achieve 1-star through 5-star ratings as determined by the Hotel & Restaurant Approval & Classification Committee. Key requirements increase with each level, such as daily room cleaning for 1-star versus 24-hour reception and concierge services for 5-star hotels. The process for new hotels to apply for classification and existing hotels to apply for reclassification is also summarized.
This document provides an analysis of negative online reviews of the Hilton New York Grand Central hotel and how the hotel handles customer complaints and service recovery. It identifies the main negative issues mentioned in 630 reviews from TripAdvisor, Facebook, and Booking.com, categorizes them according to the SERVQUAL model of service quality, and analyzes how the hotel responds to negative reviews. The document then provides managerial implications for improving service quality, monitoring reviews, and encouraging positive customer feedback.
The document discusses marketing strategies for the MarePineta hotel in Milano Marittima, Italy as it undergoes renovations to become a 5-star hotel. It provides a SWOT analysis identifying strengths like a large private beach but also weaknesses such as inflexible meal times. Opportunities include gaining more online visibility and hosting events. Threats include loss of reputation and a changing target clientele. Segmentation analysis finds the target market is high-class families and couples aged 30-70, both Italian and foreign. Positioning aims to maintain the hotel's reputation for excellent service and discretion.
This document outlines the duties and responsibilities of various front office roles in a hotel. It describes the front office manager as overseeing all administrative tasks, hiring, training, budgets, forecasts, and department meetings. The assistant front office manager supervises daily operations and coordinates with other departments. The lobby manager handles check-ins/outs, complaints, and security. Guest relations executives collect feedback. Reservation assistants manage reservations and expected guest lists. Receptionists greet guests and handle check-ins. Cashiers manage payments. Telephone operators handle calls. Bell boys transport luggage. And the concierge assists guests with requests.
Segmentation of marriott hotels, different levels of product, products and services of Marriott hotels, reward programs of Marriott and about how they retain their customers.
The document describes the different departments in a hotel and their classifications. There are two main classifications: revenue centers/cost centers and front of house/back of house. Revenue centers like sales, front office, food and beverage directly generate income. Cost centers like HR, purchasing, and accounting support revenue centers without direct income generation. Front of house departments like front desk and restaurants interact with guests, while back of house departments like kitchen and housekeeping have little guest interaction. The document also lists example department heads and potential conflicts between departments like rooms division and housekeeping.
Aeroplane Maintenance-A case Study at Buddha AirSaban Kumar K.C.
Buddha Airlines maintains its fleet through preventative and condition-based maintenance programs. The maintenance division plans activities and coordinates support. Non-destructive testing methods like eddy current and magnetic particle inspection are used to detect surface defects on components. Key maintenance activities include planning maintenance schedules, monitoring aircraft performance, and maintaining technical libraries and manuals. The overall goal is to keep over 90% of scheduled flights departing on time through effective maintenance management.
Understanding Hotel Classification Guidelines pptyusuflokhandwala
This document provides guidelines and requirements for hotel star rating classifications in India. It outlines the facilities and services required to achieve 1-star through 5-star ratings as determined by the Hotel & Restaurant Approval & Classification Committee. Key requirements increase with each level, such as daily room cleaning for 1-star versus 24-hour reception and concierge services for 5-star hotels. The process for new hotels to apply for classification and existing hotels to apply for reclassification is also summarized.
I have Select two renowned chains hotels [ one domestic & one international ] and trace its history right from the time of its inception. Also compare the facilities offered by the hotel chains.
1) Domestic chain of Hotel is TAJ Hotels Resorts & Palaces
2) International Chain Of Hotels is Hilton Hotels & Resorts
Front desk guest services include handling guest mail, messages, keys, locating guests via paging, providing safe deposit lockers, and addressing guest complaints. Proper procedures must be followed for each service, such as logging mail, taking messages, controlling access to keys, announcing pages throughout the hotel, issuing lockers to guests, and resolving complaints courteously. Providing excellent guest services is important for guest satisfaction and the hotel's reputation.
The document discusses communications and guest services in hotel front office operations. It covers front office procedures for communicating with guests and handling various requests, including taking telephone messages, maintaining transaction files of guest issues, providing directories with area information, displaying daily schedules and group information on reader boards, and handling mail, packages, faxes and other deliveries for guests. Proper telephone etiquette and use of technologies like voice mail and group broadcast messages are also addressed.
Indian Hotel Industry - Emerging ConceptsUtpal Parekh
The document discusses emerging concepts in the Indian hospitality industry. It covers trends like low-cost carriers, budget hotels, service apartments, and increased use of technology. It also discusses different types of hotels like star-rated hotels, heritage hotels, and budget hotels. Emerging concepts in the industry include spas, residential hotels/service apartments, destination resorts, eco-friendly hotels, airport hotels, condo hotels, and timeshares. Timeshares can be deeded contracts or right-to-use contracts, and some operate as vacation clubs with ownership of units across multiple resort locations.
The hospitality industry consists of fields like lodging, restaurants, transportation, and cruises that are involved in tourism. The Indian hospitality industry focuses largely on foreign tourists, who account for around 70% of business. Key growth drivers for the Indian hospitality industry include a booming economy, expanding niche markets, low cost airlines, and globalization. Major players in India's hotel industry include top hotel chains as well as new market entrants.
The document provides information about The Alana Hotel Yogyakarta, including its awards, facilities, rooms, restaurants, meeting spaces, and contact details. The Alana Hotel Yogyakarta won the award for Best Sapta Pesona Hotel in Sleman Regency in 2018 and has received high ratings from guest reviews on Booking.com. The hotel has 219 deluxe rooms, 33 club rooms, 10 executive suites, and 1 presidential suite, as well as several restaurants, a pool, gym, and the 1,616 square meter Mataram International Convention Center.
The document provides information about Devansh Gola's course, batch, and roll number at Frankfinn Institute Of Airhostess Training. It also thanks various people for their support. It then discusses the definition of hospitality. The rest of the document details information about the Lalit hotel chain, including locations, amenities, and history.
A high quality customer service is what that makes a hotel more famous and hence huge footfall. For each position in the hotel, from top to bottom, specific skill-sets are essentially required to perform well and provide a great customer service. And that skill-sets can be obtained only if there is specific training program arranged for the employees from time to time.
1. The documents provide standard operating procedures for front desk staff at a hotel, outlining protocols for arrival, briefings, duties, guest interactions, and more.
2. Procedures include arriving 20 minutes before shifts, exchanging uniforms, attending briefings, completing opening/closing duties, welcoming all guests with warmth and assistance, and giving priority recognition to repeat guests.
3. Exact grooming standards, registration processes, and protocols for escorting guests and delivering luggage are also prescribed to ensure thorough professionalism and efficient operations.
introduction to hotel facility planning : planning of hotels Dr. Bhavya Khamesra
This document provides an overview of facility planning for hotels. It discusses the importance of facilities in the hospitality industry and how they affect hotel classification. There are three types of functional areas: guest accommodation, public areas, and service/administrative areas. The document outlines factors to consider for each area such as amenities, layout, and design. It also discusses types of construction, costs, feasibility studies, and calculations for room rates, operating expenses, and projected profits. The goal of facility planning is to create an attractive, comfortable, and efficient hotel environment for guests and staff.
The document provides guidance on planning and designing different areas and facilities of a hotel, including guest rooms, public spaces, food and beverage outlets, banquet spaces, pools, health clubs, and parking. It recommends locating guest rooms, elevators, and corridors to maximize space and views while minimizing distances. It also provides objectives for designing facilities like the lobby, restaurants, bars, ballrooms, and pools to be functional, accessible, and meet market needs. The document aims to help optimize the layout, circulation, and user experience of all hotel areas.
Marriott is a global hospitality company headquartered in the US with over 200,000 employees across 65 countries. In the 1980s, Marriott launched an automated hotel reservation system and in 1998 adopted an e-business strategy using Siebel Systems to increase revenues per customer and gain greater control over worldwide operations with goals of serving customers proactively, personalizing offerings, enhancing brand loyalty, and enabling cross-selling. Marriott's e-CRM system aimed to eliminate time lags in reservations and increases reservation accuracy, customer satisfaction, and decreases reservation problems.
HRH Group of Hotels operates several heritage palace hotels and resorts across India, preserving historic buildings. This includes Shiv Niwas Palace in Udaipur, a 20th century palace that now offers 17 suites and rooms with modern amenities while maintaining historic character. The hotel has received several national awards for its heritage preservation efforts and high-quality accommodations. It offers facilities like restaurants, pools, and meeting spaces, alongside traditional Indian and international cuisine.
The presentation will give you a glimpse of, who successful was Courtyard has developed a new product, catering to the needs of the target customers. Even a concept called as "CANNIBALIZATION" has been explained in brief.
Our Vision !! Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd. Today's Effort For A Better Tomorrow
The document discusses the guest arrival and check-in process at hotels. It begins by defining guest arrival as when a guest seeks accommodation other than their residence. It then outlines the key hotel employees who interact with arriving guests, including valet, doormen, front desk agents. Effective greeting involves behavioral, professional appearance and communication skills. The registration process is described as mandatory before room assignment and involves collecting guest information and creating a record. It assigns rooms and rates, establishes payment methods, issues room keys and fulfills special requests to complete registration.
LEELA Group of Hotels -CAPT- KRISHNAN NAIR Nidhin M
The Leela is one of India's finest luxury hotel brands that has grown from 1 hotel to 8 award-winning properties across India over 25 years. The Leela redefined luxury hospitality standards and is owned by Hotel Leelaventure Limited. The Leela aims to provide memorable experiences celebrating India's culture through high-quality services and amenities like restaurants, spas, pools and more. Current properties are located in major cities and destinations across India with more in development.
This document describes the front office department and functions of a hotel. It lists the group members and then explains the various roles in the front office, including reception, bell services, mail and information, concierge, and night auditors. Reception involves checking guests in and out and assisting with requests. Bell services helps with luggage and guest needs. Mail and information covers packages and messages. The concierge arranges guest activities. Night auditors handle front desk and some accounting duties overnight.
The document is an industrial training report submitted by Subham Chettri from IHM Gangtok detailing his training at the Hyatt Ahmedabad hotel. It provides an introduction to the hotel including its address, phone number, and location in the heart of Ahmedabad near a lake and mall. It then summarizes the room amenities including beds, pillows, technology, and room service. It also describes the various hotel facilities, food production areas in the kitchen, food and beverage service outlets, and tasks performed in different hotel departments like housekeeping, front office, and food and beverage.
Hotel ITM Villa aims to automate their reservation system to avoid manual and repetitive work, provide real-time room availability information, and allow guests to search for and reserve rooms online. The proposed system will use a relational database and .NET technology with a website for online booking and a point-of-sale system for front desk staff. It will generate various reports including daily revenue and occupancy, periodic sales and occupancy, and monthly commission reports to improve decision making.
REVENUE MANAGEMENT STRATEGIES AND ONLINE DISTRIBUTIONErhan KAYA, MBA
Understanding Importance of Data & Education, Basics of Revenue Management & Building a Hotel Budget, Forecasting Demand, Market Segmentation & Hotel Competitive Analysis, Pricing Strategy, How to Increase direct sales, A Day in Hotel – What GM expects from Revenue Management Practice, Guest Satisfaction & Revenue, Latest Trends in Online Distribution Technologies, Revenue Management Education, How does usage of PMS affect Revenue Management Systems, Workshop – Revenue Management Software, Workshop - Online Distribution Technologies in Action
I have Select two renowned chains hotels [ one domestic & one international ] and trace its history right from the time of its inception. Also compare the facilities offered by the hotel chains.
1) Domestic chain of Hotel is TAJ Hotels Resorts & Palaces
2) International Chain Of Hotels is Hilton Hotels & Resorts
Front desk guest services include handling guest mail, messages, keys, locating guests via paging, providing safe deposit lockers, and addressing guest complaints. Proper procedures must be followed for each service, such as logging mail, taking messages, controlling access to keys, announcing pages throughout the hotel, issuing lockers to guests, and resolving complaints courteously. Providing excellent guest services is important for guest satisfaction and the hotel's reputation.
The document discusses communications and guest services in hotel front office operations. It covers front office procedures for communicating with guests and handling various requests, including taking telephone messages, maintaining transaction files of guest issues, providing directories with area information, displaying daily schedules and group information on reader boards, and handling mail, packages, faxes and other deliveries for guests. Proper telephone etiquette and use of technologies like voice mail and group broadcast messages are also addressed.
Indian Hotel Industry - Emerging ConceptsUtpal Parekh
The document discusses emerging concepts in the Indian hospitality industry. It covers trends like low-cost carriers, budget hotels, service apartments, and increased use of technology. It also discusses different types of hotels like star-rated hotels, heritage hotels, and budget hotels. Emerging concepts in the industry include spas, residential hotels/service apartments, destination resorts, eco-friendly hotels, airport hotels, condo hotels, and timeshares. Timeshares can be deeded contracts or right-to-use contracts, and some operate as vacation clubs with ownership of units across multiple resort locations.
The hospitality industry consists of fields like lodging, restaurants, transportation, and cruises that are involved in tourism. The Indian hospitality industry focuses largely on foreign tourists, who account for around 70% of business. Key growth drivers for the Indian hospitality industry include a booming economy, expanding niche markets, low cost airlines, and globalization. Major players in India's hotel industry include top hotel chains as well as new market entrants.
The document provides information about The Alana Hotel Yogyakarta, including its awards, facilities, rooms, restaurants, meeting spaces, and contact details. The Alana Hotel Yogyakarta won the award for Best Sapta Pesona Hotel in Sleman Regency in 2018 and has received high ratings from guest reviews on Booking.com. The hotel has 219 deluxe rooms, 33 club rooms, 10 executive suites, and 1 presidential suite, as well as several restaurants, a pool, gym, and the 1,616 square meter Mataram International Convention Center.
The document provides information about Devansh Gola's course, batch, and roll number at Frankfinn Institute Of Airhostess Training. It also thanks various people for their support. It then discusses the definition of hospitality. The rest of the document details information about the Lalit hotel chain, including locations, amenities, and history.
A high quality customer service is what that makes a hotel more famous and hence huge footfall. For each position in the hotel, from top to bottom, specific skill-sets are essentially required to perform well and provide a great customer service. And that skill-sets can be obtained only if there is specific training program arranged for the employees from time to time.
1. The documents provide standard operating procedures for front desk staff at a hotel, outlining protocols for arrival, briefings, duties, guest interactions, and more.
2. Procedures include arriving 20 minutes before shifts, exchanging uniforms, attending briefings, completing opening/closing duties, welcoming all guests with warmth and assistance, and giving priority recognition to repeat guests.
3. Exact grooming standards, registration processes, and protocols for escorting guests and delivering luggage are also prescribed to ensure thorough professionalism and efficient operations.
introduction to hotel facility planning : planning of hotels Dr. Bhavya Khamesra
This document provides an overview of facility planning for hotels. It discusses the importance of facilities in the hospitality industry and how they affect hotel classification. There are three types of functional areas: guest accommodation, public areas, and service/administrative areas. The document outlines factors to consider for each area such as amenities, layout, and design. It also discusses types of construction, costs, feasibility studies, and calculations for room rates, operating expenses, and projected profits. The goal of facility planning is to create an attractive, comfortable, and efficient hotel environment for guests and staff.
The document provides guidance on planning and designing different areas and facilities of a hotel, including guest rooms, public spaces, food and beverage outlets, banquet spaces, pools, health clubs, and parking. It recommends locating guest rooms, elevators, and corridors to maximize space and views while minimizing distances. It also provides objectives for designing facilities like the lobby, restaurants, bars, ballrooms, and pools to be functional, accessible, and meet market needs. The document aims to help optimize the layout, circulation, and user experience of all hotel areas.
Marriott is a global hospitality company headquartered in the US with over 200,000 employees across 65 countries. In the 1980s, Marriott launched an automated hotel reservation system and in 1998 adopted an e-business strategy using Siebel Systems to increase revenues per customer and gain greater control over worldwide operations with goals of serving customers proactively, personalizing offerings, enhancing brand loyalty, and enabling cross-selling. Marriott's e-CRM system aimed to eliminate time lags in reservations and increases reservation accuracy, customer satisfaction, and decreases reservation problems.
HRH Group of Hotels operates several heritage palace hotels and resorts across India, preserving historic buildings. This includes Shiv Niwas Palace in Udaipur, a 20th century palace that now offers 17 suites and rooms with modern amenities while maintaining historic character. The hotel has received several national awards for its heritage preservation efforts and high-quality accommodations. It offers facilities like restaurants, pools, and meeting spaces, alongside traditional Indian and international cuisine.
The presentation will give you a glimpse of, who successful was Courtyard has developed a new product, catering to the needs of the target customers. Even a concept called as "CANNIBALIZATION" has been explained in brief.
Our Vision !! Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd. Today's Effort For A Better Tomorrow
The document discusses the guest arrival and check-in process at hotels. It begins by defining guest arrival as when a guest seeks accommodation other than their residence. It then outlines the key hotel employees who interact with arriving guests, including valet, doormen, front desk agents. Effective greeting involves behavioral, professional appearance and communication skills. The registration process is described as mandatory before room assignment and involves collecting guest information and creating a record. It assigns rooms and rates, establishes payment methods, issues room keys and fulfills special requests to complete registration.
LEELA Group of Hotels -CAPT- KRISHNAN NAIR Nidhin M
The Leela is one of India's finest luxury hotel brands that has grown from 1 hotel to 8 award-winning properties across India over 25 years. The Leela redefined luxury hospitality standards and is owned by Hotel Leelaventure Limited. The Leela aims to provide memorable experiences celebrating India's culture through high-quality services and amenities like restaurants, spas, pools and more. Current properties are located in major cities and destinations across India with more in development.
This document describes the front office department and functions of a hotel. It lists the group members and then explains the various roles in the front office, including reception, bell services, mail and information, concierge, and night auditors. Reception involves checking guests in and out and assisting with requests. Bell services helps with luggage and guest needs. Mail and information covers packages and messages. The concierge arranges guest activities. Night auditors handle front desk and some accounting duties overnight.
The document is an industrial training report submitted by Subham Chettri from IHM Gangtok detailing his training at the Hyatt Ahmedabad hotel. It provides an introduction to the hotel including its address, phone number, and location in the heart of Ahmedabad near a lake and mall. It then summarizes the room amenities including beds, pillows, technology, and room service. It also describes the various hotel facilities, food production areas in the kitchen, food and beverage service outlets, and tasks performed in different hotel departments like housekeeping, front office, and food and beverage.
Hotel ITM Villa aims to automate their reservation system to avoid manual and repetitive work, provide real-time room availability information, and allow guests to search for and reserve rooms online. The proposed system will use a relational database and .NET technology with a website for online booking and a point-of-sale system for front desk staff. It will generate various reports including daily revenue and occupancy, periodic sales and occupancy, and monthly commission reports to improve decision making.
REVENUE MANAGEMENT STRATEGIES AND ONLINE DISTRIBUTIONErhan KAYA, MBA
Understanding Importance of Data & Education, Basics of Revenue Management & Building a Hotel Budget, Forecasting Demand, Market Segmentation & Hotel Competitive Analysis, Pricing Strategy, How to Increase direct sales, A Day in Hotel – What GM expects from Revenue Management Practice, Guest Satisfaction & Revenue, Latest Trends in Online Distribution Technologies, Revenue Management Education, How does usage of PMS affect Revenue Management Systems, Workshop – Revenue Management Software, Workshop - Online Distribution Technologies in Action
This document discusses market segmentation, targeting, and positioning. It defines market segmentation as dividing the total market into homogeneous groups. There are several bases for segmenting markets, including geographic, demographic, psychographic, and behavioral variables. The advantages of segmentation include designing tailored marketing mixes for each segment. Effective segmentation requires segments to be measurable, substantial, accessible, differential, and actionable. Targeting involves evaluating segment attractiveness and selecting segments to target. Positioning is designing a company's offering and image to occupy a distinctive place in consumers' minds relative to competitors.
1.The Ritz-Carlton Understands the Value of Every Employee. If you’ve ever held a job where you didn’t feel appreciated, you understand how frustrating it can be. Heck, you probably didn’t care about the company, right? Well, the Ritz-Carlton avoids this pitfall by valuing every employee. By empowering the employee, the hotel creates a staff that is passionate about the hotel, its services, and its success. Furthermore, happier employees mean happier guests. In fact, the Ritz-Carlton has empowered employees so much that they have the ability to spend up to $2,000 to ensure guests have an enjoyable stay without seeking permission from management.
2.The Ritz-Carlton Defines its Brand. If you want to improve the public image of your brand, then what better way is there to do so than by defining it yourself? The Ritz-Carlton does this by telling stories about the hotel through its online content strategy. Their Stories that Stay with You page elaborates on ways in which their employees and the greater hotel have gone out of their way to ensure a great stay for guests. The Ritz-Carlton is excellent at not only framing their stories, but in behaving in such a way – providing great customer service at every level – that great stories happen.
3.The Ritz-Carlton Abides By its Standards. Forget unwritten rules or laws. The Ritz has 12 Service Values that are etched into every employee’s memory. By requiring that everyone on the payroll memorize the company’s golden standards, the Ritz showcases the fact that they are genuinely passionate about their standards and commitment to customer service. Likewise, be sure to establish internal and external standards for your brand and hold your entire team accountable to them to ensure an incredible customer experience!
For over a century, the Ritz-Carlton Hotel has defined itself as the standard for quality and luxury in the hotel industry. While the ritzy Ritz-Carlton is flush with grandiose chandeliers and staircases, it’s the customer service and brand differentiation that’s given the hotel its staying power. By implementing pizazz into your marketing strategy, you’ll give your business a more powerful presence in the real context of B2B relations.
Lemontree Exhibition is an exhibition design and service provider with over 10 years of experience. It has worked with many long-term clients from various industries like manufacturing, finance, healthcare, and more. The document highlights some of Lemontree's exhibition projects from 2012-2016, including stalls designed for clients like Adani Group, Fermator, Forest, Heubach Paint, and Larsen & Toubro. It also provides testimonials from satisfied clients praising Lemontree's design quality, reliability, and customer service.
Jamboree Creek is an eco-friendly resort located in North Goa that focuses on afforestation, organic farming, and hosting yoga/wellness workshops. It targets niche markets like eco-tourists and spiritually-minded travelers. To position itself competitively, Jamboree Creek differentiates based on its private beach access, organic food grown on-site, and wellness/yoga activities. While it has strengths like privacy and locally-grown food, its small inventory and seasonality present weaknesses. Jamboree Creek aims to expand its offerings and attract more segments through increased activities while maintaining its sustainable and differentiated positioning.
This study aimed to segment consumers in China, Germany and Turkey based on their environmental attitudes and reported behaviors. A questionnaire was used to collect data on attitudes and behaviors, which was then clustered using the pam method to identify 4 segments in each country, ranging from most environmentally friendly to least. The segments were characterized based on their attitude and behavior medoid scores. The findings suggest opportunities for standardized green marketing strategies across countries but also limitations around sample bias and reliability that future research could address.
Fraser Place Kuala Lumpur and Fraser Residence Kuala Lumpur are serviced apartment properties located in Kuala Lumpur, Malaysia that are part of Fraser Hospitality's portfolio of 81 unique properties worldwide. The documents describe the amenities, facilities, and locations of the two properties as well as highlight some of their award wins and accolades over the years.
Hotel Loyalty Programs - Frequent Traveler University Seattle 2014Travel Codex
Learn more about your favorite hotel chains and which ones may offer the best benefits to frequent travelers. Each program offers different rates to earn and redeem points, different upgrade benefits, and different ways to elite status. But if you're going to stay 50+ nights with the same chain, make sure that loyalty is being properly rewarded
Premier Financial Advisers Sdn Bhd is a licensed financial adviser company in Malaysia that has been providing services for over 25 years. It offers a range of financial and insurance products and services including offshore Labuan products, Singapore offerings, mortgages, property insurance, employment packages, and Shariah-compliant options. The company emphasizes holistic planning and risk management. It is led by Group CEO and founder Kee Wah Soong and works closely with a dedicated team of real estate professionals and financial advisers.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive function. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms for those who already suffer from conditions like anxiety and depression.
Brand segmentation in the hotel and cruise industriesMarinet Ltd
Brand Segmentation in the Hotel and Cruise Industries: Fact or Fiction?
An analysis of a consumer database calls into question the idea, common among academic
observers, that market segmentation can work as a grand strategy for either cruise lines or
for hotel brands. In pursuing a market segmentation strategy, a brand would focus its efforts
on a discrete group of consumers to the exclusion of other groups. In so doing, that brand
would attempt to forestall that set of customers from doing business with competitors. Using data
drawn from a sample of over 40,000 respondents in the United States, this study finds no such exclusivity
for large market segments. One reason for this is that hotel and cruise markets are not sufficiently
segmented for such a strategy to succeed.
This document summarizes a presentation about rethinking hotel segmentation strategies. It discusses how segmentation has evolved over time as distribution channels have changed. Key considerations for segmentation include understanding customer types and behaviors, distribution channels, acquisition costs, and prices. The presentation then reviews a case study where Duetto helped a hotel optimize its segmentation strategy using a cycle of analysis, strategy, evaluation, and execution. Key takeaways are evaluating segmentation periodically based on questions like understanding customer mix and behaviors, and whether current pricing is maximizing occupancy.
The document discusses market segmentation and positioning strategies. It defines market segmentation as dividing a market into smaller segments based on common traits. Marketers identify segments that are manageable and evaluate which to target. Positioning involves distinguishing a product relative to competitors. Segmentation variables include geographic, demographic, psychographic and behavioral factors. Effective segmentation requires segments be measurable, accessible, substantial and allow for actionable marketing programs. Positioning matches company strengths to market opportunities to gain competitive advantage through differentiation.
The MGM Grand Las Vegas hotel and casino first opened in 1993 with over 6,800 rooms, making it the largest hotel in the world at the time. It was built on the site of the former Marina Hotel and Casino and featured an extensive "Wizard of Oz" theme throughout its public areas for many years. The MGM Grand offers luxury accommodations, a large casino floor, convention space, entertainment venues, restaurants, and other amenities across its large complex. It is owned and operated by MGM Resorts International and remains one of the largest and most prominent hotels on the Las Vegas Strip.
Renowned as the largest city in Malaysia, Kuala Lumpur has dramatically grown from a quaint Chinese tin-mining hamlet to the grandest metropolis with a bustling population in just 150 years.
Serena Hotel Islamabad is a luxury hotel located in central Islamabad. It has 387 rooms and suites and offers high-end amenities like multiple restaurants serving local and international cuisine, a spa and health club, banquet facilities, and business services. Serena Hotel aims to provide an outstanding hospitality experience reflecting local designs and the highest standards of service. It targets corporate clients, embassies, families, and weddings. Serena is considered the top luxury resort brand in Pakistan known for its quality and comfort.
Pemerintah mengumumkan paket stimulus ekonomi baru untuk menyelamatkan bisnis dan pekerjaan yang terkena dampak virus corona. Paket ini mencakup insentif pajak, keringanan pinjaman, dan bantuan tunai langsung untuk warga yang terdampak. Tujuannya adalah menjaga agar ekonomi tidak jatuh dalam resesi akibat wabah Covid-19.
Slide Show on User Research Goals and Questions for Marriott.comalikim77
This document outlines a user research plan for Marriott's digital properties. It identifies key issues uncovered in previous user testing, including problems with the hotel search function, sorting search results, finding hotel information, and booking hotels. The plan aims to improve these areas and drive users to additional Marriott features. It proposes research goals, questions, and next steps like reviewing analytics, a brief competitor review, and surveying 500 past and potential users.
Marketing Research and Consumer Behavior Report for Sandals Resorts
Created a professional brand management market segmentation report for Sandals Resorts including a market situation analysis, psychographic, demographic, geodemographics, and product-related behavioral characteristics, consumer market segmentation analysis, identified Sandals Resorts target market, VALS2, PRIZM, consumer benefit segmentation, market size and sales potential, consumer decision process model, identified consumer problems and suggested marketing mix solutions to all problems, and identified opportunities for growth.
This document discusses opportunities and challenges for hospitality companies expanding into emerging markets like China and India. It notes that the growing middle class in these countries represents a huge potential market for hotels. However, companies must understand local consumers' needs and leverage partnerships to navigate regulatory hurdles. While infrastructure is improving, land and workforce constraints remain. The document recommends using frameworks to segment customers and evaluate opportunities in a sustainable manner.
Kenya Utalii College offers a wide range of management development programmes in 2014 focused on relevant industry topics. The programmes are one-week modules held in June that address issues like eco-marketing strategies, customer service, globalization's impact on sales and marketing, human capital management, terrorism threat management, entrepreneurship and innovation, food and beverage marketing, and e-tourism and social media. The document provides descriptions of the programmes, their objectives, focus areas, and target audiences to give applicants an overview of the options available.
China Hotel Market will be worth round US$ 166.02 Billion by 2028, Size, Shar...Renub Research
China Hotel Market is anticipated to be US$ 166.02 Billion by 2028, according to Renub Research. China hotel market is flourishing with strong economic growth and rising tourism. Increased travel demand from the middle class and higher disposable income has led to more hotel construction and investment.
OYO Rooms is an Indian startup valued at $9 billion that provides affordable hotel accommodation. It raised $54 crore in funding in January 2021 but saw its valuation drop from $10 billion to $8 billion in 2019-2020. In March 2021, OYO laid off 150 employees from a subsidiary. The company claims to have $1 billion in cash reserves. Scenario planning identified uncertainties around increasing hotel operating costs and regulations. Risks for OYO include litigation costs, lack of luxury options, and social media scrutiny. It faces competition from other hotel aggregators and direct competitors. OYO aims to expand globally and implement more tech innovations by 2030.
An Analysis Of Marketing Strategies Of Boutique Hotels In ThailandMiranda Anderson
This document analyzes the marketing strategies used by boutique hotels in Thailand. It interviewed 35 hotel personnel from boutique hotels in various Thai provinces. The results found that these hotels commonly adopt strategies like product differentiation, high service quality, quick responsiveness, partnerships, pricing, e-marketing, advertising, corporate social responsibility, promotion, and customer relationship marketing. Further research should evaluate the effectiveness of these marketing strategies for boutique hotels in Thailand.
The document discusses China's growing outbound tourism market and its impact on the global tourism industry. It provides statistics on the rapid growth of Chinese tourists traveling domestically and internationally. It also outlines some of the challenges foreign tourism companies face in China, as well as opportunities for western companies to succeed in China's tourism sector. Contact information is given for a consulting firm that assists international tourism companies seeking to access the Chinese market.
Capita selecta hotelier career path in disruptive market 22 okt 2021santi791048
The document discusses disruptions in the hotel industry and their impact on career paths. Key points include:
1) Technology, outsourcing, and the rise of online booking platforms have commoditized hotels and made price the main differentiation factor, taking away customer loyalty.
2) This has changed the skills needed for hotel executives, who must now focus on branding, marketing, technology, and building customer loyalty through experiences.
3) High turnover rates among hotel managers are a problem, suggesting disruptions have increased stress, though some firms have created environments where employees feel committed and want to stay.
A Study on Marketing Mix of Hospitality Industry.pdfKathryn Patel
This document provides an abstract for a study on the marketing mix of the hospitality industry in India. It discusses how the hospitality industry, including hotels, hostels, and restaurants, has grown significantly in India in recent years, supported by government initiatives. The study aims to examine aspects of the marketing mix that can be improved to increase customer satisfaction and loyalty for the hospitality sector. It provides a literature review on previous research conducted on factors influencing customer satisfaction in the hospitality industry, such as facilities, services, image, and innovation.
I 2013 we wre commissioned by ACOOR to deliver the Asia Pacific Growth and Expansion Strategy for their global hotel chain’s up-scale brand across 10 country markets We developed a business baseline to provide a foundation for strategy development. Three growth options were considered, acquisitions, strategic partnerships and organic new build. A hybrid strategy of organic new build in three gateway Asian cities along with 2nd Tier property acquisitions at 5 additional cities was selected to guide the group’s expansion over a 10 year period
This module provides an introduction to hospitality and tourism. It aims to give students an understanding of the hospitality industry from local and international perspectives, including the impacts of hospitality on economies, communities, and environments. Students will learn about the history and structure of the travel and hospitality industry, analyze tourist needs and motivations, and discuss the development and distribution of hospitality products. They will also describe the role of governments in the industry. The module contents cover topics such as the history of hospitality, tourist motivations, developing tourism destinations, transportation and accommodation options, and the economic, environmental, and socio-cultural impacts of tourism.
This module introduces students to front office operations in the hospitality industry. Students will learn about front office functions like reservations, check-in, guest accounting, and selling additional services. Key topics covered include communication skills, guest records management, payment methods, occupancy reporting, and the role technology plays in front office systems. The module aims to provide students with practical skills for managing front office procedures according to industry standards.
“FUTURE AND MARKETING OF A FIVE STAR HOTELSarigaAS
The hotel industry is an essential part of the tourism industry, providing accommodations for travelers and accounting for about 50% of foreign exchange earnings from tourism. Hotels can be categorized based on factors like location, amenities, number of rooms, type of clientele, and length of guest stays. The industry focuses largely on foreign tourists but is seeing growth in domestic tourism as well due to rising incomes in India.
This document outlines a strategic marketing plan for expanding The Cheesecake Factory restaurants into China. It includes an analysis of the Chinese market and restaurant industry, as well as the company's mission, SWOT analysis, business concepts, strategic directions, marketing mix, and contingency plans. The overall goal is to establish 3 restaurants in Shanghai, Beijing, and Guangzhou in the first year, and expand to 15 restaurants within 3 years while achieving $2.2 billion in revenue and 5% market share.
The document provides an analysis and suggested strategic planning model for Marriott International.
1. It begins with an environmental analysis of Marriott which identifies strengths like its leading position in the industry, weaknesses like targeting a limited number of markets, and opportunities in emerging markets.
2. A 5-step strategic planning model is then proposed: assess the current situation, establish a baseline, identify key components, develop specific strategies, and evaluate outcomes.
3. Relevant theories on innovation, product quality, and market pioneering are discussed in relation to Marriott's strategic formulation. Developing new products/services and being a first mover are emphasized.
This document provides an analysis for expanding the Impiana brand globally or regionally. It begins with background on Impiana Hotels & Resorts, which currently owns and manages hotels and resorts across Malaysia and Thailand. An analysis is then presented on the global hotel industry environment, and potential target regions/countries for expansion, including comparisons of Thailand, Vietnam, and Indonesia. The document outlines strategies for luxury market segmentation, positioning, and entry, addressing key challenges. It aims to establish Impiana as a global luxury boutique brand through regional expansion and developing country-specific marketing programs.
Marriott International is expanding its brand portfolio through acquisitions, new brands, and line extensions. It has grown from a root beer stand in 1927 to over 4500 hotels today under 19 brands that target different customer segments. Marriott uses its loyalty program, marketing promotions, and corporate social responsibility initiatives to strengthen its brands and corporate image. Recent acquisitions like Starwood have allowed Marriott to challenge industry leaders and expand into new market segments.
Modern Trends In The Hospitality Market Under Globalizationka7ya97
The document discusses key trends in the hospitality industry. It notes that the global middle class is expected to triple by 2030, driving growth in hotel demand. Brand differentiation and loyalty programs will be important for capturing customer loyalty. Technology adoption and harnessing social media will also be crucial for success. The most successful companies will invest in innovative talent programs to attract and retain top employees, who are correlated with better customer satisfaction and retention. Looking ahead, sustainability practices will be important for remaining competitive through 2030 as the industry landscape changes drastically.
Host Hotels and Resorts operates primarily in the hotel and lodging segment. It owns luxury and upper upscale hotels across the United States as well as in other countries. However, it is highly dependent on the US market, which accounts for over 90% of its revenue. To address this over-reliance and capitalize on global opportunities, Host Hotels should diversify its business strategy through joint ventures in other segments like food and beverage, reduce its dependency on any single market by expanding into new international markets, and address factors like safety perceptions that negatively impact travel.
This document discusses several issues related to tourism strategic development in Indonesia:
1. Uneven tourism development between regions in Indonesia and increasing regional competition for tourists.
2. Indonesia's weak competitiveness in tourism, including weaknesses in tourism product/attraction management, infrastructure, human resources, marketing, regulations, and more.
3. Trends in future tourism, including changing tourist preferences and the development of new destinations.
It analyzes Indonesia's current low ranking in tourism competitiveness and identifies areas that need improvement, such as regulations, infrastructure, human resources, and natural/cultural resources. It also discusses the current state of human resources in tourism and the need to develop multi-disciplinary skills.
Thu Thiem Investment Corporation's 2012-2017 strategic plan aims to achieve stability and preservation by 2013, then growth with 25% annual increases in equity and 300 billion VND in pre-tax income by 2017. Key strategies include market penetration by improving products and customer service, market development in new areas using existing products, and concentric diversification into health and education using current land resources. Strategic models like SWOT, BCG, GE and SPACE analyses were used to evaluate internal/external factors and select appropriate strategies.
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ibis hotel in beijing (Marketing)ppt
1. Marketing Plan for IBIS in Beijing of China L/O/G/O Group8 Zhao Yiyuan(Doris) Zhang Bingyu(Maggie) Zhang Lu(Isabella) Li Qiaodie(Queenie)
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3. Introduction IBIS Economy Hotel ( the world’s top 500 ) The first hotel in Bordeaux in 1974 -> NOW in 48 countries 900 hotels. Owed by Accor Group->Founded in Paris in 1967 Since 2004, 51 Ibis hotels in China, 4 hotels in Beijing
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5. IBIS HOTEL in China Year 2006 2007 2008 2009 2010 Number of Hotels 4 9 22 36 51 Cities 4 9 20 25 33 Rooms 863 1956 4722 6919 9457
16. IBIS Super 8 Home Inn 7 days Inn Image and positioning Objectives and commitment Size, growth, and profitability Qualification strong intermediate Less than intermediate weak
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19. TOWS Internal elements External elements Strengths 1.Touristic, full of heritage, culture, international metropolis 2.Strong brand advantages 3.Abundant group background & financial support Weaknesses 1.Simplex development mode 2.Simplex hotel room, less proportion of hotel room standard. 3.Lack of local culture integration Strategic options Strategies options Opportunities 1.Improving China economy 2.Increasing overseas tourists 3.Government policy support SO Increasing IBIS brand awareness WO Government policy is advantageous for economy hotel, IBIS can develop its operational scale Threats 1.Competition of domestic economy hotels 2.New economy hotel brand of overseas company enter into Chinese market 3.High star hotels special offer ST IBIS is an Europe brand, enhance its international brand effect WT Product diversification and product portfolio --- Travel and Hotel promote mutually