Costco started as a small company in Washington State in the 70’s named Price Club. The founders Sol and Robert Price sought out to create a new and revolutionary way to shop, and the result we now know today as Costco Wholesale. Costco is now a top five company in America. They are focused on serving their members, shareholders, employees and the community. Costco holds truth to their mission statement which consists of “providing the best products at the lowest possible prices”. Over the years Costco has added a Pharmacy, food court, tire center, optical, hearing aid center, gas station, and one hour photo. They also work in cooperation with car dealerships, travel agents, and various other trades and organizations for the benefit of their members.
Providing employees with the right tools to succeed was only possible through the leadership’s team relentless efforts to build trust, mutual respect, diversity and inclusion, that are embedded in its ideal culture. Shifting the paradigm to valuing the significance and importance of employees has contributed to the enormous and big gains in providing an impeccable customer service experience to all travellers, raising the bar high enough to boost customers’
Tourism is one of the most international industries. Globalisation is the gradual forging of links between groups and societies until they finally reach around the globe in several directions (Smith, D,2006). Globalization is one of the serious challenges facing managers today. It is critical to develop services that are able to satisfy a highly diverse customer base (Ueltschy et al., 2007) Now to keep up with the rising levels of globalization in the hotel industry, there’s a need to understand not only the positive, but also the negative impacts of globalisation. I’ll also talk about the growth and rise of one of the most respected brands in the hospitality industry - the Hilton Hotels. Throughout the evolution of this famous organization, the Hilton has
Henry Ou, Derrick Kwok, the President and the Vice President of Air & Sea Travel Center also serves as Tour Director of our company who would plan, organize, and conduct short-distance, long-distance travel, tours, and expeditions for individuals and groups. Mr. Ou and Mr. Kwok have experiences of planning and organizing trips, make sure everything runs according to the itinerary and make sure our valued clients safe and enjoy the trip. To be a successful Tour Director, personal skills and qualities are often more important than formal qualification. In memorable trip, our clients expect not only what they are going to visit, eat, and play, but also the excellent “people” skills of our Tour Directors who would bring them happiness, surprises, and make sure that arrangements for the group to run as smoothly and enjoyably as possible since the tourism industry is characterized by high-contact services in which co-creation of clients plays a major role (Grissemann & Stokburger-Sauer, 2012). Joylyn, Ina, and Phoebe are responsible for organizing and setting up the tour by making reservation for hotels, restaurants, cruises, gate tickets, and more. In most of the time, they would make a reservation earlier and deliver special requests to the service provider from the client in order to have availability to everyone in the group and make our client feel that they are valued because we listen and we care.
The hospitality and leisure industry hug a variety of sectors and businesses across hotels, restaurants and restaurants, travel and tourism, gaming, sport and leisure. The sector is reliant on the consumer confidence and business sentiment and is facing rising pressure to deliver innovation, value and quality. Hospitality is that business that helps people to feel welcome, relaxed and to enjoy themselves. It is all about customer service and providing the best quality and experience possible for the customers. (Discover Hospitality, 2012)
There are a number of support functions used by large hospitality businesses with the aim to support and improve the overall efficiency of a business. The four support functions I will be looking at are finance, customer services, marketing and human resources.
A medium size firm; Flashy Flashers Inc., manufacture an assortment of automotive electrical components and supplies. It produces various auto parts stores who employs approximately 900 employees and 150 managerial and administrative personnel. Johnny Bennett is the founder and president of Flashy Flasher Inc, producing only cable assemblies in his garage that is how he initiated his company. With ambition, commitment and reliability in the quality of the product, Mr. Bennett managed to enlarge his business into a hefty enterprise now supplying over 90 auto parts stores which has been a success for the enterprise.
Based on influence of personal experiences, I have chosen to go for hospitality sector there by choosing Travelodge as main focus points in this essay.
This paper is designed for exploring the reasons for the success of Four Seasons Hotels and Resorts in Paris (Four Seasons). Four Seasons Hotels and Resorts is Canadian based international leading operator of midsized luxury hotels. Four Seasons has enabled guests to maximize the value of their time with providing high-quality and truly personalized service. Four Seasons was able to succeed with their unique strategy of dealing with cultural differences, unique corporate culture, and strategy of human
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.
Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think
The Hospitality Industry is an industry that relies greatly on the Experience Economy. Today, receiving the product is no longer satisfactory to customers, and they need more than just the product, and that is where the Experience Economy comes into play. In this paper, the Experience Economy will be discussed and described. The discussion includes facts such as the introduction of the Experience Economy by Pine and Gilmore. In addition, an analysis on the impact that the Experience Economy has had on the Hospitality Industry will addressed, incorporating key concepts such as modern management, soft skills, and emotional experience.
This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.