Download - Operations management in Radisson Hotel
HENNY SILITONGAVRUSHALI SONI
NORTHWEST UNIVERSITY
Carlson Hospitality Worldwide
Radisson Hotel
Worldwide
Country Inns & Suite by Carlson
TGI Friday's Regent Hotels
Italianni'sFriday's Front
Row Sports Grill
Friday's American
Bar
Radisson Seven Seas
Cruises
Carlson Wagonlit
Travel
Carlson Marketing
Group
Carlson Leisure Group
BEFORE
GROWTH AT ANY
COST
AFTERCHAMPION OF
THE GUEST
GROWTH AT ANY COST:
• Vast geographic
diversity,
• Inconsistent quality,
• Brand dilution,
• More alignment with
hotel owners than
guests, and
• Decline in customer
service and hotel
management service.
CHAMPION OF THE
GUEST
• Increase focus on customers
• Customized service
• Hotels in key locations
• Strengthening global brand presence
1.DEFINE SERVICE GUARANTEE
VALUE PROPOSITIONI
NG: “CHAMPION
OF THE GUEST”
100% GUEST
SATISFACTION
GUARANTEE
FULLY INTEGRAT
ED IT SYSTEM
MEASURE GUEST &
EMPLOYEE SATISFACTION PROGRAM
GUEST RECOGNITI
ON & AWARD
PROGRAM
GENUINE HOSPITALITY
PROGRAM
PLANNING & DELIVERY OF SERVICE GUARANTEE
*Enhance “Yes I can” & “Second Effort”
training program
*Training using “Train the Trainer” approach
*Conduct Pilot test on selected hotels
*Financial analysis of this program
* Implement program on other operating
groups & worldwide
2. FULLY INTEGRATED GUEST INFORMATION SYSTEM
Curtis-C System
Customer-
KARE Systems
HARMONY Product
Suite
Worldwide Product
Distribution
Knowledge and
Relationship Enabling
Local Service
Delivery
Training-Deployment-Support
Global Data Network
Uniform Data Base Structure
MARKETING WITH TECHNOLOGY
FULLY INTEGRATED GUEST INFORMATION SYSTEM
* Implement LEAN Culture
*“Express Yourself” pre-arrival online
check-in
*Self check-out service
*Collect more data on competitors
from Gallup
3. PROGRAM MEASURING GUEST SATISFACTION
EMPLOYEE SATISFACTI
ON
GUEST SATISFACTI
ON
PROGRAM MEASURING EMPLOYEES SATISFACTION:
*Develop Metric for “EMPLOYEE
MOTIVATION AND VISION” (EMV)
*Developing new loyalty programs
PROGRAM MEASURING GUEST SATISFACTION
*Develop Service Quality Performance Metric *Willingness to return
*Percent advocates
*Percent defectors
*Percent Complaints
*Survey
*Loyalty Program (Gold Bond Stamps, Frequent flyer
programs)
*Measure Financial Impact
*Incorporate Email for Complaints/Feedbacks
4. Radisson’s commitment to service quality in franchise Radisson hotels:
YES/NO
*YES! They should provide same standard of service quality in all franchise hotels
• Increase brand equity.
• Brand loyalty
Training of employees
Customer recognitio
n and rewards
100% service
guarantee
CONVINCE HOTEL OWNERS
• Proper research before program
implication
• Introduce if pilot study is
successful,
• Take help of data available from
Customer KARE to support this
strategy
CONVINCE HOTEL OWNERS (Continued)
• Phased roll out strategy for
introducing various franchise
hotels in this program
• Meeting with hotel
management teams and hotel
owners about their role and
ownership in this strategy
5. Aligning the goals of staff and management
RADISSON’S STEPPING STONES ARE:
• Conducting Employee and Vision (EMV) and
Organizational Service Learning (OSL) surveys.
• Exploring the link between employee satisfaction
and customer satisfaction
RADISSON’S STEPPING STONES ARE (Continued):
• Enhancing “Yes I can” program and
“Second Effort Program” .
• Providing information to hotel
management teams, managers, owners
and district directors.
PROBABLE PROSPECTIVE STEPS:
• “Open to Express” work culture
for employees to express their
views on present strategies and
their perspective towards the
future changes.
CORPORATE MANAGEMENT AND STAFF :
• “Systems Thinking” approach
• Analyze the profits lying for the
Carlson Companies as a whole by
incorporating new strategy in Radisson.
• 1st benefit- Radisson’s franchise hotels
• 2nd benefit- Carlson Hospitality Worldwide
• 3rd benefit- Carlson Wagonlit Travel
“ BY TAKING CARE OF OUR GUESTS, WE’LL BE ABLE TO TAKE CARE OF OUR OWNERS”.