Case Study Of Mandarin Oriental Hotel Industry

In Bangkok, Thailand, a group of financial investors invested in a hotel called The Regency Grand Hotel. This hotel is the most cherished hotel in town, where the employees and guests enjoy spending time at this five-star hotel. This place hosts approximate 700 employees that give fantastic benefits, year-end bonuses and ensures job security.

After examining this case study, the problems for Mr. Jackson are becoming scarce. Mr. Jackson needs to find managers that are qualified to keep his hotel chains running smoothly. Recently, he has relied on his contacts in the hotel industry. These candidates have not been up to par in their performance and Mr. Jackson needs to make some changes. He has received the workers that did not do enough in their recent jobs. Mr. Jackson relied too heavily on his contacts and took the easy road out. This created long term effects for his company. Mr. Jackson should have used some of the workers that he was absolutely sure about and the rest should have new hires. The employees have not lived up to Mr. Jackson’s hopes and expectations, therefore changes must be done immediately.

FRHI Hotels & Resorts is a hotel management company that was found in January 2006. That year Kingdom Holdings and Colony Capital entered into a joint venture. Through that cooperation they obtained Fairmont Hotels and Resorts and combined Fairmont’s business with Colony Capital owned Raffles Hotels International. The FRHI parent company controls three brands of hotels, Fairmont, Raffles and Swissôtel with more than 105 hotels and resorts in 33 countries all around the world. The main office is located in Toronto, Canada.

Waves international hotel is a large hotel which resides in the Sultnate of Oman, whereby having branches in Muscat and Salalah, Dhofar. The hotel has come a long way ever since its pre opening in 15th July, 2012 with the aim of extending their brand chain locally and internationally. The hotel serves to provide luxurious accommodation along with breakfast, lunch and dinner buffet facility. Furthermore, the hotel have the amenity of gym, swimming pool for adults and kids both, room service, 24 hours free wi-fi and reception service for their respective guests to ease their stay in Oman. Waves international hotel aims to become a leading hospitality management to express the Omani culture to the world by expanding and enlarging its business

Good staff will leave a great impression towards customer especially in hotel mangement department. Our priority is our customers and meeting up their expectations, desire, other than serve them. Consequently, it creates challenges for our resort in maintaining high levels of service, awareness of customer expectations and improvement in services and facillities. Customer satisfaction is the leading criterion for determining the quality of the product/service that is actually delivered to customers by the accompanying servicing (Vavra, 1997). In a simple word , customer satisfaction is important for corporate survival. It costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer (Naumann, 1995). A lot of complaint regarding this matter, as example there is no follow up from customer services and reception. Based on booking.com , agoda.com and tripadvisor.com complaints are mostly about our less skillful staff which slow respond, service, unfriendly and some of the staff does not smile towards the customer. Since there is a lot of our customer came from other country, communication skills become quite a big problem. Accoding to the reviews, they need to explain for few times to get our staff understand and it seems to be kind of bothering and annoying. Some of the review written state our staff as

The land of Intercontinental Hong Kong was bought by IHG form New World Development Company Limited (NWD) at 2001 (Sito, 2015). The original name of Intercontinental Hong Kong was The Regent Hong Kong and the ownership was NWD. NWD sold the hotel and the land to IHG with HKD 2.34 billion. So, IHG owns the land and the building of Intercontinental Hong Kong. The renovation work had beed taken before pass ten years. Yet, some guests complain arise recently like the poor condition of the water drainage, air-conditioning system and room amenities. So, to solve these problems comprehensively, the new renovation work is implementing and the expected finishing date is at 2019.

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.

The hospitality industry or the lodging industry is one of the most major service oriented industries in the world, inhabiting a noteworthy stand in the global economy. This self-sustaining industry has been successful in creating more than 258 million jobs across the world and contributing to around 9.1% of the world GDP. The figure would touch 296 million in 2019 according to the expectations of UNWTO. Presently, the industry has gained a worldwide economic segment having a direct and indirect impacts on the world economy. The rapid growth of this industry is being experienced by various countries including India. The hospitality sector of India is growing at a fast rate and referred as one of the most beneficial enterprise in terms of profit and contribution to the economy through foreign exchange. Hotels are a critical part of the industry and play their part in providing services and

Four Seasons Hotels and Resort has established itself as one of the most remarkable organizations in the field of hospitality. Given that the organization has existed for more than four decades, the company has depicted an image of a professional realm in an industry loaded with extra obstacles identified with the social distinction between the objective groups of clients (Cascio, 2018). Four Seasons Hotels and Resorts works with the key objective of treating everybody, regardless of whether it is a known face or someone new or whether they come as clients or employees, with similar regards and quality services to establish a better connection with everybody. Therefore, the purpose

Marriott International envisions itself to be the world’s lodging leader. Its mission is to provide the best possible lodging services experience to customers who vary in backgrounds, language, tradition, religion and cultures all around the world. Marriot is committed to environmental preservation through using environment-friendly technology and engages in social responsibility and community engagement.  We value our shareholder’s so we will only take steps that will ensure our growth. Most importantly, through our “spirit to serve”, we emphasize the importance of Marriott’s people and recognize the value they bring to the organization’s growth and success. It aims to increase revenues by 9% every year, to increase

Cendant Corporation, one of the world’s largest hotel and real estate franchises was known as the largest accounting fraud before Enron. Cendant Corporation was created in 1997 when Hospitality Franchise Systems (HFS), Inc. merged with Comp-U-Card international (CUC). Chairman Walter Forbes and Vice-chairman Kirk Shelton were the perpetrators to a decade long accounting and securities fraud. The day after Cendant exposed evidence of accounting irregularities the corporations stock and convertible bonds lost nearly $14 Billion (Morgenson, 2004). This paper will address the issues that went wrong with Cendant and how the crimes fit into to Friedrichs’ typologies.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

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

This research has shown that there are differences in perceptions and expectations of Chinese Mainland tourists compared to other foreign tourists and this impacts upon satisfaction levels. Chinese Mainland tourists spend less on hotel accommodation than other foreign tourists, however have high expectations and expect value for money, making price a major factor in the consideration process for hotel selection and an aspect that the Hong Kong hotel market must consider when marketing their hotels and services, to the Chinese Mainland tourist.

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.