Why The Company's Leadership Is Different From Other Hospitality Businesses

Hyatt’s value statement is “to adhere to a set of core values such as, mutual respect, intellectual honesty and integrity, humility, fun, creativity, and innovation to characterize the culture of the company” (Hyatt, 2013).  Hyatt provides its consumers with an intangible good, which is customer service. Hyatt values it personnel as an essential factor in achieving its strategic plan of authentic hospitality. Hyatt’s successful approach to empowering its personnel is its “thoughtful approach to growth” and furthermore, emphasizes its strategy. (Hyatt, 2013).

This report analyses best practices implemented in world’s largest hospitality brands: Ritz-Carlton and Hilton Worldwide and how service excellence is achieved by them. It is divided into two main parts:

The Four Seasons international hotel chain is a Canadian based business. There locations are all five star rated facilities that offer luxury accommodations for their guests. However, there business model is rather unique for their industry. As opposed to owning and operating their own locations, the Four Seasons plays more of a management role and partners with local real estate developers who own the properties. There eighty four different locations are consistently rated among the top luxury hotels worldwide and offer world class service to their patrons.

Four Seasons Hotel and Resorts (FSH) always prided itself on being the choice for a luxury hotel experience. Since its inception date in 1960, FSH expanded its renowned services to include the current number of 67 hotels in 30 different countries with continued expansion in progress. FSH attributed its success to its organizational culture, which did, and continues to embody, the dedication to great service and luxury hospitality. Part of this culture is to recognize that the employees are the key to success, and that in following the "Golden Rule", do unto others, as you would have them do unto you, an atmosphere of fairness,

A manager who stayed on with Four Seasons described the Four Seasons due diligence team that came to the property as “very professional and not pretentious; detail oriented; and interested in people. They did not come telling me that all I did was wrong,” he remembered, “and showed a lot of compassion.” Excuses were not tolerated at Four Seasons: “Oh, but we have just been open a year” or “The people here do not understand” were not acceptable statements. Customer service extended to all levels in the organization: managers routinely helped clear restaurant tables in passing. Strong allegiance to the firm Four Seasons’ top management team was noted for its longevity, many having been at the firm for over 25 years. Both corporate and field managers often referred to the firm as a “family,” complete with rules, traditions, and tough love. There was a strong “one firm sentiment.” For example, as one general manager explained, “We are happy to let stars go to other properties to help them.”

Not only does this take more than the usual amount of training time it can effectively lead to poor levels of service quality that can have devastating effects on the company’s image and reputation: There is a high level of interaction between hospitality guests and employees that has a significant impact on the customer experience and the success of the business operation. Therefore a fine balance must be drawn between cost controls and guest satisfaction (Wang 2009).

The Four Seasons Hotel is a leader in the hotel and hospitality industry that specializes in the development and operation of luxury hotels for others (Fourseasonhotel.com, 2009). During the last few years, the Four Seasons Hotel has been awarded the best hotel and one of the most comfortable

Having a Guest Service Staff might also be a beneficial position in the long run for the SunCoast Hotel. Currently there is is a 35 percent average turnover rate for hotel employees; 10 percent is through natural attrition. If employees are being used more efficiently and given a wide range of task to complete, WB consulting believes that this turnover rate will decrease due to a positive increase in affective commitment. Engaging the employees more and setting up a healthy relationship with management, we believe, will have a very strong positive impact for job satisfaction. Employees will see the big picture and see how their work directly effects that,

The Portman Hotel executives were committed to keeping both their guest and employees happy. The vision that would separate The Portman from the competition was “personal valets” (PVs). These PVs were responsible to every need of a guest. This included everything from cleaning and restocking the rooms, to more personalized services like pressing the guest’s clothes, preparing the guest’s drinks, or drawing a guest’s bath. As long the requests from the guests were legal and moral it was the PVs

Restaurants are small businesses that are found in both rural and urban communities. Restaurant is a business that prepares and serves food and drinks to customers from different places such as dine in, and take out. It serves people and give them good environment and entertainment. Hanks crawfish is located in Houston Texas. As a name says Hanks crawfish, it is originally from Louisiana. Hank’s fulfills customers with genuine Cajun cuisine. Hank’s was established on 2010 when there were very few restaurants. This place is located in 11660Westheimer Rd, Houston TX 77077. It is a non-smoking place. It is a good place for family dines in, for the customers who like to watch games and also for the people who want to spend their time with loved ones. We have the drawing paper available for the kids to draw when their parents are having dinner. Hank’s has a bar where people can drink eat and watch games and news. There is also party room for the people who would like to celebrate their birthday, graduation ceremony etc. and patio for the people who like to see views and for the people who like smoking area. I started here working as a cashier and now working as a manager. As a manager the task that I perform includes:

House Keeping is a heart of the hotel management industry. Hotels, motels, and inns around the world can succeed without ballrooms, meeting rooms, swimming pools, or even restaurants. But the one thing every successful lodging establishment must have, regardless of it’s size, location, or industry segment, is clean rooms. Room sales generally drive 70 percent or more of the revenues generated by lodging establishments. Without a well managed housekeeping department, there would be no rooms to sell (Martin R. J.,1998)

In addition to all the complications that the hotel faces, there are several new potential problems that can arise upon upgrading the hotel to a 4-star status. With the added extras of a health spa and swimming pool comes the requirement for increased workforce and skill sets in order to deal with all the new refurbishment adjustments. New staff must be employed and trained by the hotel to handle the redecoration and refurbishment that is to take place, and the increased skills that will be mandatory for staff who are operating in precise areas i.e. specialised training for spa staff. Another possible problem is the customer complaints that the hotel could receive. With most of their complaints being related to staff it is central for the Headrow Hotel to ensure they attract, train and retain their staff decorously so that everyone is satisfied with their role, and even have someone who they can report their own individual workplace issues to. Failure to attract the right staff who are devoted to their job could result in a further decline in the hotel’s reputation, hence it is crucial that the Headrow Hotel adopts the appropriate policies that match the services needed from new employees.

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.

Four Seasons Hotels, Inc. is a Canadian international luxury, five star hotels’ company. It possesses about 98 different properties among the world. Canadian businessmen Isadore Sharp was founder of Four Seasons Hotels in 1960. Opening in 1961 the first Four Seasons Motor Hotel had an immediate success, in spite of disreputable location of the hotel (fourseasons.com). It was created like an oasis for business travelers. Mr. Sharp created a climate that was promoting professionalism and attachment of his employees. He built scheduled two stress breaks every day, paid to his employees from front desk twice the average rate, insisting that they are important role in providing the first impression of the hotel.

3.1 What are the role of technology and the role of operations staff in delivering an appropriate level of service for each hotel?