Case Study : Blue Ribbon Hotel

One of the hotel policies for Premier Inn is that the guests must check out of their room before 11am and checking in is at 2pm. That gives housekeeping time to clean and prepare the rooms for the following guests. However it is also hotel policy to never turn a guest away no matter what time they leave or arrive. So the procedure is that if the guest arrives too early we first check in to see if there are any clean and ready that they can be checked into. If there are then the guest can be asked to complete the relevant forms and settle the payment then go to the prepared room. If the room is not ready then the guest will be invited to complete their paper work and then wait in the food court next door and then the receptionist will call them when a room is ready. It is important to follow the procedures because that is how a business upholds its standards. Failure to follow the procedures might lead to different levels of service that will cause confusion to the guests and staff alike. Dissatisfied guests are a result of differences between the ‘styles’ of service provided by various members of the same team in a company.

If the preferences of the guests corresponds to what we have in the hotel, we could know that those are the guests who belong to our hotel. We have to be able to satisfy the guests completely.

As the Director of Franchise Properties, this communication needs to advise Penny Hyatt, the CEO of Colonnade Hotel and Resort, and the corporatate level, on how to revise the overbooking policy and some suggestions on how to address the negative attitude toward Colonnade properties in general . Discussing the matter in person with Penny would be the best way to convey this information, but since that is not possible, I must write her a memo that documents the problem and provides possible suggestions for solving the problem.

A doorman can please the customer with a smile and a few words of welcome, but one surly waiter can kill the effect. Or if we keep an executive waiting in his suite in his underwear for his only suit to come back from a one-hour pressing, we could lose a lifetime customer worth hundreds of thousands of dollars. No hotel, however splendid, looks good to someone whose day it has ruined. For example, lodging manager usually work long and irregular hours including weekends, evenings and most public holidays, usually works indoors, and from an

Mr. McKenzie was immediately uncomfortable with the policy of the hotel. In his line of business, he knew that a successful company would not follow this procedure, when booking a customer’s reservation.

In the year 2000, The Ritz-Carlton Hotel Company paired with luxury real estate developer Millennium Partners to build a $225 million hospitality complex in the heart of Washington DC. This 300-room hotel was set to be the first out of a six-hotel deal between these two companies. The structure of the deal was that Millennium Partners would be the owners of the properties and The Ritz-Carlton would manage them.

As we discussed in class, every business is faced with these issues and they are important to managers making strategic decisions. One of the first things learned about business is that if there is no demand for a good or service, the firm that provides it will not continue to exist. Over time the hotel industry has continued to change with market conditions and make itself attractive to business

As a hotel, the overbook policy protect the hotel against no-show guest. The overbook issues are usually very accurate because our management make sure there is always room available; however, this is a rare scenario where there are less no-shows guest than expected. The way it works is a room is guarantee if the guest use their credit card to reserve the room. If the guest end up not showing up, their credit card will be charged. This policy and rules are send to their email when guest make a reservation.

The main objective of the company is not only to attract but also to retain staff who are interested to work in the hotel business for the five-star level of high service, taking into account the wishes of clients, and which offers an innovative, dynamic environment and reflects the culture of the local country. To achieve this, Hyatt strives to be a company listening to well-informed and concerned people. Hyatt provides plenty of opportunities at all levels for their employees, which are accompanied by numerous development

However, the operations of first month at the Portman Hotel was as not as managers and PVs expected. All PVs expected they could offer guests what the guests wanted, but most of the PVs are doing cleaning which is not what they want to do before they decided to work here. Those who saw this position as a ground-floor entry job into an exciting new concept in the hotel business were disillusioned with the hotel's strategy.

Noone, B. M., & Lee, C. (2011). Hotel Overbooking: The Effect of Overcompensation on Customers’ Reactions t

To remain profitable, hotels must operate with around 65-70% capacity . Due to seasonality, political and economic events, some hotels are finding it difficult to maintain profitable occupancy levels and have started to provide services along multiple levels within the industry's

Chan, ESW & Wong, SCK 2006, ‘Hotel selection: when price is not the issue’, Journal of Vacation Marketing, vol. 12, no. 2, pp. 142-159, (Online Sage).

In this case, Elite Hotel is planning to employs a total of 300 full-time staff across 7 departments for locals are cheaper than their foreign counterparts. It is good news to the hotel owners and also forces hotel management companies to think carefully when staffing a hotel. As Tim Williams (2013) addressed, "Do not hire expats as Resident Manager, Rooms or F&B Director unless you think they have the potential to push through to GM."

9:00 to 10:00, the hotel standards will be explain such as values, visions and history moreover a review of the policies and procedures of the establishments will be explained such as in case of fire what is the procedure and also the expectation of the hotel from the employees.