These best practices or optimized approaches to first measuring guest expectations and then responding to them through a series of concerted strategies is the foundation of the strategic framework Hilton uses to manage its many brands (Dube, enagham,1999).
Managing Expectations and Exceeding Them: The Mission of Hilton Management
Strategically then, the managing and exceeding of expectations are the most critical strategic set of processes that Hilton management continually refines and accentuates throughout their organizational culture (Balmer, Thomson, 2009). This effort to continually strengthen the practice of exceeding expectations is quantified through the use of SEVQUAL and balanced scorecards (Hosford, 2006) and has even permeated the management team's approach to creating and executing on learning programs and initiatives for employees (Baldwin-Evans, 2006).
Hilton management, across all of its brands, has also seen that guests form very solid levels of brand loyalty when their expectations are met the majority of the time, during the…...
mlaReferences
Kay Baldwin-Evans. (2006). Hilton highlights link between staff loyalty and e-learning. Human Resource Management International Digest, 14(1), 36-38.
Balmer, J., & Thomson, I.. (2009). The shared management and ownership of corporate brands: the case of Hilton. Journal of General Management, 34(4), 15
Barsky, J.. (2008, December). Hotel loyalty programs motivate guests in a recession. Hotel and Motel Management, 223(21), 16.
Blackstone Group, Investor Relations (2009). Blackstone Group Investor Relations. Retrieved July 6, 2009, from Blackstone Group Investor Relations Web site: http://ir.blackstone.com/sec.cfm
In doing this, the company is able to cater to their needs and build customer loyalty. The article explains that such a strategy can also weed out customers that have failed to pay for their hotel rooms in the past (Kontzer). This makes the company more profitable and has added to the ability of the company to expand at such a rapid pace. The article asserts that the company hopes to open 150 new locations in 2005.
Another strategy that the company has implemented is the fomation of a joint venture company in efforts to expand the Conrad brand of hotels. According to an article entitled "Hilton Group plc, Hilton Hotels Corporation Launch Conrad Hotels Joint Venture" the author explains that Conrad hotels are luxury accommodations and that the Hilton Group will work together to expand the hotel to locations around the world. The article explains that Hilton will utilize…...
mlaWorks Cited
Annual Report 2004. Hilton Hotels Corporation
Hilton Hotel and Hilton International plan to open up to 50 Conrad Hotels by 2010, and named Dieter Huckenstein chairman and ceo of Conrad Hotels and president of Hilton Global Alliance. 2005. Hotels and Motel Management. http://findarticles.com/p/articles/mi_m3072/is_3_220/ai_n12940371
Hilton Group plc, Hilton Hotels Corporation Launch Conrad Hotels Joint Ventutre"2004
Policies and procedures for the Hilton include corporate responsibility, community involvement, support of the arts, and a variety of public service policies that enhance the company's public persona. The company mission stresses accountability, profitability, and corporate responsibility.
The 2005 Annual eport indicates profitability at 7% from last year, with Net Income up 93%. It was one of the best years for Hilton in quite a while, and the company continues to look quite successful and profitable.
I hope to work for the Hilton Hotels Corporation because they are a respected and long-term name in the hospitality industry, they are successful, and my educational goals have been geared toward a successful hospitality purveyor such as the Hilton. I respect their brands, including the Waldorf-Astoria, feel I would be a good fit because of my hospitality experience, education, and desire to do well with the company.
eferences
Editors. "Hilton Hotels Information." Hoovers.com. 2006. 7 Oct. 2006.…...
mlaReferences
Editors. "Hilton Hotels Information." Hoovers.com. 2006. 7 Oct. 2006. -- /free-co-factsheet.xhtmlhttp://www.hoovers.com/hilton/--ID__10733
Sunmee Choi & Anna S. Mattila (Cornell Hotel & Restaurant Administration Quarterly): The impact that a hotel can have on customers by sharing a frank and specific list of pricing practices ("revenue management" [RM]) is significant, according to a peer-reviewed journal article published in 2005. Choi & Mattila conducted a study of 120 travelers (all waiting for flights from Reagan National Airport in ashington, D.C.), providing them with three distinctly different scenarios regarding a hotel's rate-management policies. The result of the research determined that the scenario with the most detailed information on hotel pricing was preferred by far more customers than the other two. Looking deeper into these results, the authors report that while merely providing information on the varying rates offered by the hotel improved customer perceptions of the hotel, which alone did not "...improve customers' perceptions of fairness." hat did improve perceptions of fairness in the minds of…...
mlaWorks Cited
Bowen, John T., & Shoemaker, Stowe. (2003). Loyalty: a strategic commitment: building a Group of loyal customers is money in the bank for a hotel, but loyalty requires a long-term
Relationship in which a hotel earns its guests' trust. Cornell Hotel & Restaurant
Administration Quarterly, 44.5-6, 31-54.
Kapferer, Jean-Noel. (2005). The roots of brand loyalty decline: an international comparison,
Chinese Tourism for Hotels
Just as the 4ps are no longer sufficient to capture the sophisticated buyer of regular goods, the inquiring traveler is part of a larger network of service consumers who has a need more. And that's why the now recognized 7ps can play a major role in reaching out to tourist customers who come from different cultures or otherwise have an expectation of being part of something special that recognizes their passing needs (Khanna, 2011).
It is for this reason that many hotels that have an interest in the massively growing Chinese tourism sector have already turned their attention to this unique, well-informed, and rather well prepared community of buyers (Chen, L., 2011). As with any other customer, Chinese visitors want to be greeted with a sense of detail that at least tips its hat to the fact that both parties to the transaction respect what the other has…...
mlaREFERENCES:
Chen, L. 2011, Chinese Tourism, A potential bounty for U.S. hotels. HVS. Retrieved from http://www.hvs.com/article/5386/chinese-tourism-a-potential-bounty-for-us-hotels/ .
Khanna, R. (n.d.), Service Marketing. Retrieved from http://www.scribd.com/doc/52329532/Final-7ps-Tourism .
Dragon Tail (June 2010), China takes lead in global tourism industry recovery. Retrieved from http://www.chinatraveltrends.com/2010/06/china-takes-lead-in-global-tourism-industry-recovery/ .
Dragon Tail (January 2011), 'Sports Tourism' will be the new spotlight for Chinese outbound tourism. Retrieved from http://www.chinatraveltrends.com/2011/01/sports-tourism-will-be-the-new-spotlight-for-chinese-outbound-tourism/ .
Business Plan1. Executive SummaryMission Statement: Our hotel provides a comfortable and convenient lodging experience for travelers visiting the Lumberton, NC area, a certified retirement community, where outdoor activities like fishing, golfing, kayaking and canoeing are plentiful (LumbertonNC, 2023). This hotel will strive to provide exceptional customer service, comfortable accommodations, and convenient amenities to meet the needs of our guests, who may be visiting Lumberton for the first time to see if it is a place they would like to settle down in.Objectives: To establish a profitable and sustainable hotel business in the Lumberton, NC area. To provide clean, comfortable, and well-maintained accommodations that meet the needs and expectations of our guests. To maintain high levels of customer satisfaction by providing exceptional customer service and personalized attention to each guest. To create a positive and welcoming atmosphere that encourages repeat business and referrals. To contribute to the local economy by providing…...
mlaReferencesAH&LA. (2020). Retrieved from J. C., Magnini, V. P., & Calvert, E. (2022). Key performance indicators for destination management in developed economies: A four pillar approach. Annals of Tourism Research Empirical Insights, 3(2), 100053.Hilton Brands. (2023). Retrieved from https://www.hilton.com/en/corporate/ Kemmis, S. (2022). Unpopular opinion: AirBnB has become terrible. Retrieved from https://www.nerdwallet.com/article/travel/airbnb-terrible LumbertonNC. (2023). Retrieved from https://www.lumbertonnc.gov/ PwC. (2022). RevPAR to finish 2022 at record high. Retrieved from https://www.pwc.com/us/en/industries/consumer-markets/hospitality-leisure/us-hospitality-directions.html SalesForce. (2023). Retrieved from https://www.salesforce.com/customer-success-stories/marriott/ Statista. (2022). Hotel industry in the US. Retrieved from https://www.statista.com/topics/7704/hotel-industry-in-the-us/#topicOverview Van de Ven, M. R., Lara Machado, P., Athanasopoulou, A., Aysolmaz, B., & Turetken, O. (2022). Key performance indicators for business models: A review of literature.Zamyatina, N. A., & Solntseva, O. G. (2020). Hotel tech ecosystem: adaptations to online distribution. In Scientific and Technical Revolution: Yesterday, Today and Tomorrow (pp. 194-204). Springer International Publishing.https://www.hospitalitynet.org/news/4102615.html Crotts,
estin Arlington Gateway
The company being researched is the estin Arlington Gateway, located at 801 North Glebe Road in Arlington, Virginia. The estin Arlington Gateway is one of more than 200 hotels and resorts located worldwide owned by Starwood Hotels and Resorts orldwide, and the company boasts in its corporate website that "everything we do is designed to help you feel your best." In fact, in 2016 the company has launched the "estin ell-Being Movement," a smart marketing strategy for guests weary from the stress of traveling in a world where social and political conflicts are very real. The well-being movement pitches this to travelers that they will "Sleep ell, Eat ell, Move ell, Feel ell, ork ell, and Play ell" (estin).
The estin Arlington Gateway is just a few minutes from ashington, D.C., and access to the nation's capitol is available by train at the Ballston Metro Station (just a short…...
mlaWorks Cited
Charterback.com. (2015). The Lost and Found Solutions Company. Retrieved March 19,
2016, from http://www.chargerback.com .
Gara, A. (2016). Merger Mania. Forbes. Retrieved March 19, 2016, from http://www.forbes.com .
Goff, K.G. (2009). Brides get a bargain, help the sick, too. The Washington Times. Retrieved March 19, 2016, from http://www.washingtontimes.com .
executive lounges of luxury hotel in London
Promotion of Executive Lounge
Overview of the UK hotel industry
Executive lounge market research and trends
Advantages and disadvantages from the hotel perspective
Tourism data
SERVQUAL theory
Methodology and previous research
Research strategy and tools
Sample selection
Reliability and validity
Executive lounges are sections set aside by hotels to cater for guest or customers who are would not mind paying more in order to receive a premium or preferential services (Nguyen, 2015). Just as in the airline industry, the hotel industry has recognized the need to have special services for clients who have huge demands, especially business travelers. The major benefits of executive lounges are the services or amenities offered. Most executive lounges allow guest to have an early check-in and late checkout, business center, allowing guest to take a shower before their rooms are available, private meeting areas, and free meals. The number of executive lounges has been increasing, and it is…...
mlaBibliography
AB HAMID, N.R. & AKHIR, R.M. 2013. Beyond technology-based customer relationship management: It is total customer experience management. Research in Business and Economics Journal, 8, 1.
BECKER, E. 2013. Overbooked: the exploding business of travel and tourism, New York, NY, Simon and Schuster.
BJORN, A. 2013. The needs and wants of business and leisure guests at Marriott Brussels.
BRYMAN, A. 2012. Social research methods, Oxford, Oxford university press.
Sales
Value of Personal Selling
The Ideal Sales Professional
Personal selling can play a critical role in driving hotel sales. The industry has reached new levels competition than ever before. Having a competent sales force representing the organization on the front lines is more important than ever before. Potential clients are being constantly bombarded by media in various forms in today's hectic lives. Therefore the value of face-to-face communications is at an all-time high. Personal selling is valuable because it allows organizations to break through the noise as well as tailor a personalized message for potential clients. Although personalized selling can be more costly, it is also more effective than other forms of marketing in most cases.
The hotel and tourism industry typically makes use of personal selling to promote their business. However, this is not common in all industries. Much of it depends on the complexity of the product as well as the…...
mlaWorks Cited
Hotel Mule. (2009). Personal Selling. Retrieved from Hotel Mule: http://www.hotelmule.com/html/44/n-2044.html
Khan, A. (2011, May 14). Methods of Personal Selling. Retrieved from Hozpitality Plus: http://www.hozpitalityplus.com/profiles/blogs/methods-of-personal-selling
Shannahan, R., Bush, A., Moncrief, C., & Shannahan, K. (2013). Making Sense of the Customer's Role in the Personal Selling Process: A Theory of Organizing and Sensemaking Perspective. Journal of Personal Selling and Trade Management, 261-275.
Wang, E., Tsai, B., Chen, T., & Chang, S. (2010). The Influence of Emotions Displayed and Personal Selling on Customer Behavior Intention. The Service Industries Journal, 353-366.
J. Heinz Company
Strengths: it is short and concise; it is constructed in a formal means which also uses specialized language to promote the company's commitment to customers and employees.
Shortcomings: it lacks an introduction and it does not mention the well-being of other categories of stakeholders aside customers and employees
(5) Chevron
Strengths: offers detailed input on the company's visionary goals; includes several categories of stakeholders
Shortcomings: it is rather long and too detailer, creating as such the possibility for the reader to lose interest and not remember what he read; seems explicative and responsive to the criticism of environmental threats to which the company has been subjected.
ank of vision statements from best to worst: I (4); II (1); III (2); IV (5); V (3)
eferences:
ed Hat 2009 Annual eport, http://files.shareholder.com/downloads/HAT/763006950x0x304106/3145E646-AE56-4FE1-9C59-B79F4491C4C5/FY09_Annual_eport_on_Form_10-K.pdf last accessed on November 2, 2009
2009, ed…...
mlaReferences:
Red Hat 2009 Annual Report, last accessed on November 2, 2009http://files.shareholder.com/downloads/RHAT/763006950x0x304106/3145E646-AE56-4FE1-9C59-B79F4491C4C5/FY09_Annual_Report_on_Form_10-K.pdf
2009, Red Hat Website, last accessed on November 2, 2009http://www.redhat.com
34 billion = 1.02). The ratio for 2009 was calculated by: dividing $2.851 billion into $1.142 billion ($2.851 billion / $1.142 billion = 2.09). ("Marriot 2009 Annual Report," 2010) The lackstone Group has a debt ratio for: 2008 of 2.81 and 2009 of 1.50. The number for 2008 was calculated by dividing $9.489 billion into $3.37 billion ($9.489 billion / $3.37 billion = 2.81). The ratio for 2009 was determined by dividing $9.049 billion into $6.017 billion ($9.049 billion / $6.017 billion = 1.50. ("The lackstone Group 2009 Annual Report," 2010)
When you compare the debt ratio of Marriot with that of the lackstone Group, they both have a debt ratio above 1.0, indicating that they have more assets than debt. With Marriot this number increased between 2008 and 2009, highlighting that the company has been taking aggressive steps to reduce the underlying amounts of debt. Evidence of this can be…...
mlaBibliography
The Blackstone Group 2009 Annual Report. (2010). Black Stone Group. Retrieved from http://files.shareholder.com/downloads/BX/978607563x0x376134/C8C175CD-AE96-4BC1-BDE5-EDB7EF71268C/BX_AR09.pdf
Debt Ratio. (2010). Investopedia. Retrieved from http://www.investopedia.com/terms/d/debtratio.asp
Financial Ratios. (2010). Net MBA. Retrieved from http://www.netmba.com/finance/financial/ratios/
Marriot 2009 Annual Report. (2010). Marriot. Retrieved from http://files.shareholder.com/downloads/MAR/978589640x0x364053/B4988C82-12B9-4BAA-8CC8-50E085A764D5/Marriott_09AR.pdf
estin Arlington Gateway
Situational Analysis of estin Arlington Gateway
The customers that patronize the estin Arlington Gateway cannot be easily stereotyped or generalized, even though this is an expensive hotel. Typically the guests at the hotel include: a) the business traveler in his mid-fifties; b) the science instructor visiting the National Science Foundation nearby; c) the family visiting ashington D.C. (and the famous sites) with two children; and d) and the recent college graduate applying for an internship at the Smithsonian. For the recent graduate, Arlington is ranked #1 for the Best Places for Recent Grads to Find Jobs, according to the Arlington Economic Development website. Arlington is also ranked #6 among the top 10 healthiest cities, and this appeals to the person or family that care about clean air, public transportation and efficient services.
As for the family with two children (who also have a gentle dog that the family idolizes) who…...
mlaWorks Cited
Arlington Economic Development (2016). Economic Indicators / Information on Arlington's Economy. Retrieved April 12, 2016, from http://www.arlingtoneconomicdevelopment.com .
Charterback.com. (2015). The Lost and Found Solutions Company. Retrieved March 19,
2016, from http://www.chargerback.com .
Gara, A. (2016). Merger Mania. Forbes. Retrieved March 19, 2016, from http://www.forbes.com .
long-term success in your specific area of interest. How have your previous experiences prepared you for this professional career? What areas of specialization within the Carroll School of Management do you believe will be most valuable in achieving your goals? What specific short-term career objectives have you set to assist you in achieving your long-term career plans?
I will never feel successful if success means putting up my feet and feeling satisfied. I don't work that way. I will only feel successful for small moments, like when I solve a huge problem in my company or when we avert trouble: when we can turn around a failing operation or stay afloat in spite of falling stock prices. Personally, I could be working in a behind-the-scenes managerial position in a company that I cared about and even if my salary was not great I would be successful because every day I…...
Detail Five-Year Plan for Career, Including Jobs You Want, How Leverage Education and How Prepare Yourself for This Path.
Experience has taught me that despite one's best intentions sometimes the unexpected evolves. Taking this into consideration I gladly outline my five-year goals understanding that unexpected events or circumstances may change my path slightly, but ultimately not interfere with my primary purpose, which is to develop and manage my own company.
In the next five years I plan to acquire the professional skills and experience needed to start my own information-systems business in the global economic market. To facilitate this dream I intend on seeking employment with Wall Street in a position that will endow me with practical knowledge in product development within the international finance market. I plan to acquire a position that will teach me how to market products successfully so I can translate these skills into solid business practices and…...
Disney manages a wide variety of expectations that not only vary by demographics but also by culture by managing the desired services through rapid new service delivery coupled with a high-touch service strategy. Disney excels at expectations management by working very hard to make sure there are few adequate service moments in their parks, instead concentrating on how to set and achieve expectations across a very wide demographic and cultural customer base. In effect the managing of desired expectations (Zeithami and Bitner, 2005) is strategically defined for the long-term, supported with marketing campaigns and strategies, and launched to specific customer segments, in effect setting their expectations and then fulfilling or exceeding them.
eference:
Zeithami, V, & Bitner, M (2005). Services Marketing: Integrating Customer Focus across the Firm.…...
mlaReference:
Zeithami, V, & Bitner, M (2005). Services Marketing: Integrating Customer Focus across the Firm. New York, NY: McGraw-Hill/Irwin
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