Leadership Styles Of Starwood Hotels

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Leadership Styles Within Starwood A customer contact center (CCC), is a dynamic, diverse and powerful support component, working behind the scenes for Starwood Hotels and Resorts Worldwide, Inc. Starwood is a fully integrated owner, operator and franchisor of hotels, resorts and residences, including a vacation ownership segment (starwoodhotels.com, n.d.). Their hotel brands include: Westin, Sheraton, W Hotels, Aloft, Element, LeMeridien, Four Points by Sheraton, The Luxury Collection and St. Regis (starwoodhotels.com, n.d.). With an estimated market value of nearly twelve billion dollars, comprised of ten brands in over one hundred countries, offering 1,270 properties, with over 180,000 employees, this company has a huge presence on the world stage. Like any company competing to stay in the lead, Starwood faces number of challenges, including leadership. For the purpose of this paper, we will take a closer look at leadership styles, specific to Starwood Hotels & Resorts customer contact center located in Cork, Ireland. This call center is strategically placed and handles a multitude of services and work, including incoming calls, e-mail correspondence inquires and reservation requests, Platinum concierge services and even customer service complaints from around the globe, with a primary focus on Europe, Asia and the Middle East (EAME). The employees represent over fifty countries, offering customer service in twelve languages from this customer contact
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