Hotel Escargo, Unit 4

The case revolves around the Regal Carnation Hotel, located in Guam. Partly narrated by Steve McKenzie, he described his experience with the Regal Carnation Hotel. In his description of the situation, the “me too” approach to hotel management led to poor service, false representation, and a pricing plan that does not match the value of the hotel. The hotel industry in Guam has important statistical information that will lead to an effective analysis.

From the perspective of quality, the new process at Escargo complies with industry standards. In the Escargo Case study several industry standards have been given. These standards have been included in the new process. The process mapping for check in and checkout have been given. Compliance with industry standards ensure that quality of service at Escargo will improve. Most importantly the check in and checkout process will be completed faster because of training of desk staff, bell staff, and other hotel staff. One of the most important requirements of industry standards for check in and checkout process it that the check in process should be completed within four minutes and the check out process should be completed within two minutes. The new process developed by me complies with this

According to the organization’s executives their framework works particularly well for them since it is centralized and enables them to work faster than their rivals. However, certain changes like the capacity to recognize returning visitors and making automatic reservations are required keeping in mind the end goal to fundamentally enhance their framework.

The hotel industry is a revenue generated business whose profit normally streams mainly from guest room nights, but other areas in the hotel which generate revenue are meeting spaces, food and beverage, gift shop, spa services, etc. These different departments in a hotel go hand in hand, in that, rooms are a vital part of any hotel, if they are being sold and profit is maximized in that department, it is likely that the other departments would be utilized as well, as opposed to if the occupancy and a hotel was very low. The hospitality industry is unpredictable when it comes to forecasting real-time customer demand and profit maximization. The front desk staff often face difficult decisions when it comes to booking in groups

The case talks about the difficulties faced by Carlo Fontana, General Manager of two four star hotels, hotel Lugano Dante and Hotel Berna. His father used to believe in serving guests, as a guest, not client. In support to that Carlo Fontana believes that in hotel industry it is normal that people spends lot of money in renovation/modification, but they will differentiate themselves by spending some to give guests a VIP experience. Moving forward with his belief, Fontana and team developed a new extensive customer service and operations information system and named it Happy Guest Relationship Management (HGRM).

The guests of The Ritz Carlton as stated are not directly purchasing a tangible product, rather a service experience. Through this experience The Ritz Carlton may add to the company’s future worth. This consumers experience may obviously be “more valuable” than any other tangible asset. The Ritz Carlton realized how important this was, therefore, a team was assembled to research many of their day to day processes (Heizer & Render, 2014). Through their appraisal of methods, any issues were distinguished and addressed with achievable pathways to pursue in order to positively change these actions. The process is necessary in order to improve the customers experience. Again, benchmarks are necessary in order to track the progression towards a positive end result.

Every hotel and property will have many different valid reasons on whether to outsource or not to outsource. The main operations in a hotel that are most likely to be outsourced are;

As of 2006, hotel information systems had been fragmented. With applications catering to specific functions with little or no integration between each system. In a larger sense, hospitality was hampered by legacy systems which were often incompatible and hard to update. [2] Since Stonebridge had acquired many hotels while growing, it had many old compatibility related problems. These hotels’ management systems are inconsistent.

As the world gets intricate and complex courtesy of new trends and social waves, no sector of life seems to be left behind. The hospitality industry is faced with one of the greatest challenges ever and all attention and focus is certainly geared toward addressing customer satisfaction. However, without efficient information systems and proper technological applications, the whole efforts are always insufficient-or wasted. The need to upgrade systems and improve operations is the main strategic objective of most restaurant executives. This report is therefore an analysis of the need to apply the modern information systems in the industry and embrace the growing usage of the point of sale system (POS) that has become the industry norm across the world. In a way, most hoteliers and restaurant owners are confronted with unrelenting demand to radically transform operations or to exit the market. To avoid the latter, implementation is inevitable.

The management business billing of a hotel system was virtually left in the hands of the front officers. The front office in a hotels is the department responsible for the scale of hotel rooms through systematic method of reservation, followed by registration and assigning of rooms to customers, it was usually done manually. This was boring

The rationale of this research was to present observed information about service quality in Star Hotel Industry. The paper enunciates the strong attributes of SERQUAL in hotel industry and ranks the hotels on strong and weaker aspects. There are many identified and unidentified factors that compose the perceptions, however discrimination between the vital elements of perception is important from hotelier’s point of view .Perceptual mapping technique is applied to investigate the essential aspects of customer perception about services provided by hotels in and around tourist city of Lonavala. This study has successfully identified the important factors that need to be given more attention as it largely influences the customer perception.

The most important thing to having a successful business is to have the most up to date information. If you have all the information at your fingertips it can help you to make the best possible decisions. What kind of information is available and how do we sort through it and use this information? In the hospitality industry the amount of information received everyday is overwhelming, and it isn’t possible for staff to be able to sort through it and organize it properly. In the hospitality industry the information technologies are the tools that the staff uses to sort and manage the information and the balanced score card is just one

Another advantage is the increased control that customers have over the service process. This control allows customers to manage their stay in a hotel by doing self check-in, automated check-out, requesting amenities, and planning their tours via kiosks, interactive screens or their own smartphone (Drennen, 2011). In addition, this positive factor can give customers the feeling of control (Weis, 2006). On the other hand, control gives the hotel the opportunity to respond customers' doubts, requests and complaints faster, which can lead to a precise and personalized service

This research is based on two companies, a travel agency company which is the Trazeem Travel and Tours and ThisAndThat Safaris a tour operator. Trazeem Travel and Tours specialize with both inbound and outbound tourism and their services includes air ticketing, hotel accommodation, packages and many more (see appendix). Their aim is to provide an unforgettable travel and holiday experience to their customers, their mission is to provide a high level service to their diverse customers and to set a standard of excellent in the industry and have a set of goals which includes quality deliverance, honesty and integrity (Trazeem.co.zw, 2017)

Hotel industry has changed a lot in recent years and continues to change due to impact from technological boom we experienced in resent decades. New applications of theological inventions finding their way to hospitality market and used to help in providing better customer service and improve operations. Technology is proving to be a big difference in terms of winning new customers and creating a competitive edge. As technologies continue to evolve, so do the employees and guests continue to adjust to technologies incorporated into hospitality industry. Many systems require a great deal of training in order to be used successfully. It’s essential to have users in mind when rolling out new technologies to minimize training especially with customer facing services. The main objective of innovations should be to improve operations, guest service and revenues.