Download - Second Honeymoon Case study
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The Second Honeymoon
HRIM 112 Case Report
ANTONIO, SHIELA LOUISECORONEL, A NDREANA GRACE
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Point of
vie
Consultant
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O!#ective
To help Waikiki Palace improve its
services, customer relations, andinternal communications.
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A$$um%tion
$
1 TI&E 'RA&E( around2005
2
3
Waikiki Palace hasno other local or
international branches.
The resort isfinancially stablesince they
are able to undertake a major renovation.
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A$$um%tion
$
4Renovations of the various parts of the
resort are happeningsimultaneously.
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It is theirfirst timeto have a major
renovation; they do not have past
experiences under this situation.
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Are)$ of
con$ider)tion
Availability of funds
Organizational structure of the resort
Capacity of the management to executedecisions/changes
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2
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S*OT )n)"y$i$
STRENGTH$
Highly recommended by the travel agent, whichcould mean that the resort has a good
reputation.
Fast service during check-in
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The McDonalds were
promised that their requests
from the pool area will be
provided through roomservice, but later were beingcharged for their request
Mr. McDonald was unable
to talk to someone who
could help him with hisproblems even after talking
to a manager, a front desk
clerk and an assistant
manager
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S*OT )n)"y$i$
*EA+NESSESPoor communication with customers and poor coordination
among the staff
The McDonaldswere not properly
informed of how the
renovations wouldaffect the guest
services.3
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S*OT )n)"y$i$
*EA+NESSESPolicies are not adjusted in line with the ongoing renovations
Sending champagne twice instead of correcting the
problems reported
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S*OT )n)"y$i$
OPPORTUNITIES
Completion of therenovation will result
to better
facilities/amenities
which could attract
more customers
Growing number oftourists in Hawaii,
which is known to be
a great place for
vacation
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S*OT )n)"y$i$
THREATS
Competition from existing and emerging hotels inthe area
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A"tern)tive cour$e$ of
)ction
LONG
TER&
Assign someone who would specialize in
addressing all the guests’ concerns.
Overhaul the entire communication system.Install a modern/high-tech communication
system wherein everyone could be
informed of changes in policies orregulations instantly.
Have regular staff meetings to inform
everyone of the happenings in the resort
and to train them how to address customer
problems
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Ev)"u)tion( $hort
termCLOSE THE RESORT WHILE RENOVATION IS ON GOING.DANTAGES DISADANTAGES
No inconvenience for guests
Faster completion of the
renovation
No need to adjust the current
policies
The resort will lose revenues
Employees will lose their
jobs
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RENOVATE THE HOTEL
PART BY PARTAND
ADJUST POLICIESACCORDINGLY.
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION TO HELP
THEM ADJUST THEIR
PLANS AND
EXPECTATIONS.
ADANTAGES
The resort will still be able to
accommodate guests and earnrevenues
Guests will experience less
inconvenience since only a smallarea of the resort will be affected
at a given time
.
Ev)"u)tion( $hort
term
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RENOVATE THE HOTEL
PART BY PARTAND
ADJUST POLICIESACCORDINGLY.
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION TO HELP
THEM ADJUST THEIR
PLANS AND
EXPECTATIONS.
DISADANTAGES
Renovation will take a longer time
which could mean higher costs
Management will have to
decide which part of the hotelwould be prioritized
.
Ev)"u)tion( $hort
term
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CONTINUE
RENOVATING
AFFECTED AREASSIMULTANEOUSLY,
BUT JUST ADJUST THE
POLICIES AND
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION.
ADANTAGES
Not as costly as Alternative 2 since
only the policies have to beadjusted and not the duration of the
renovation
Fast completion without
sacrificing revenues and
customers
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Ev)"u)tion( $hort
term
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DISADANTAGES
Some inconvenience such as drill
noises will not be be possible toavoid
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Ev)"u)tion( $hort
termCONTINUE
RENOVATING
AFFECTED AREASSIMULTANEOUSLY,
BUT JUST ADJUST THE
POLICIES AND
PROVIDE GUESTS
WITH ADEQUATE
INFORMATION.
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Ev)"u)tion( "on0
termASSIGN SOMEONE WHO WOULDSPECIALIZE IN ADDRESSINGALL THE GUESTS’ CONCERNS.
DANTAGES DISADANTAGES
Can be implemented at lowcosts
Less stressful for the
customers since they will knowwho to look for when they have
concerns and they can get
immediate response
Not all employees will beinformed of the procedures
which can result to poor
coordination
The assigned persons might not
have the authority to make
certain decisions
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OVERHAUL THE ENTIRE
COMMUNICATION
SYSTEM. INSTALL A
MODERN/HIGH-TECH COMMUNICATION
SYSTEM WHEREIN
EVERYONE COULD BE
INFORMED OF CHANGESIN POLICIES OR
REGULATIONS
INSTANTLY.
ADANTAGES
Good investment for the resort
.
Ev)"u)tion( "on0
term
Information could be
disseminated instantly
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OVERHAULTHE ENTIRE
COMMUNICATION
SYSTEM. INSTALL A
MODERN/HIGH-TECH COMMUNICATION
SYSTEM WHEREIN
EVERYONE COULD BE
INFORMED OF CHANGESIN POLICIES OR
REGULATIONS
INSTANTLY.
di$ADANTAGES
Costly
.
Ev)"u)tion( "on0
term
Additional training will be needed
to teach the staff how to use the
system
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HAVEREGULAR
STAFF MEETINGSTO
INFORM EVERYONE
OF THE HAPPENINGS
IN THE RESORT AND
TO TRAIN THEM HOW
TO ADDRESS
CUSTOMER
PROBLEMS
ADANTAGES
More personal interaction between the
management and the staff
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Ev)"u)tion( "on0
term
People can raise concerns and
clarify questions on the spot
Everyone will be provided with
the same information at the
same time
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di$ADANTAGES
Meetings can be time consuming
and difficult to schedule since the
resort operates 24/7
Ev)"u)tion( "on0
termHAVEREGULAR
STAFF MEETINGSTO
INFORM EVERYONE
OF THE HAPPENINGS
IN THE RESORT AND
TO TRAIN THEM HOW
TO ADDRESS
CUSTOMER
PROBLEMS
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Recommend)tion
SHORT TERM
CONTINUE WITH THE ON-GOING
RENOVATIONS, AND FOCUS ON
ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.
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Temporarily waive the room service charge for areas affected
by the renovation
Recommend)tion
CONTINUE WITH THE ON-GOING RENOVATIONS,AND FOCUS ON ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.
Be more lenient with the dress code or provide alternative
outdoor restrooms and coffee shop.
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.
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Recommend)tion
CONTINUEWITH THE ON-GOING RENOVATIONS,AND FOCUS ON ADJUSTING POLICIES TO CATER
TO THE NEEDS OF THE GUESTS.
Drilling and other similar activities should be done during
a specific time of the day. Steps should be taken to make
sure that guests are well informed of the schedule./
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Recommend)tion
LONG TERM
OVERHAULTHE RESORT’S
COMMUNICATION SYSTEM.
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Gather feedback periodically both from the resort staff
and the guests.
Recommend)tion
OVERHAULTHE RESORT’S COMMUNICATION SYSTEM.
Install a high-tech communication system that would allow
faster dissemination of information.
Issue memoranda when needed to help disseminate information
such as changes in policies and new protocols.
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Le$$on$ "e)rned
ALWAYS THINK OF THE CUSTOMERS
BECAUSE THEY ARE THE MOSTIMPORTANT PART OF THE BUSINESS.
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Le$$on$ "e)rned
GOOD COMMUNICATION AND
COORDINATION IS VITAL IN ANYORGANIZATION.
.
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Le$$on$ "e)rned
SERVICES SHOULD NOT BE
COMPROMISED AT ANY TIME.
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Le$$on$ "e)rned
CHAMPAGNE CANNOT SOLVE EVERYTHING.
YOU HAVE TO ADDRESS THE PROBLEM ATHAND. YOU CANNOT IGNORE IT OR BRIBE
YOUR WAY OUT FOR TOO LONG.
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Le$$on$ "e)rned
BEFORE GOING ON TRIPS LIKE A SECOND
HONEYMOON, MAKE INQUIRIES YOURSELFAND DON’T JUST RELY ON SECONDHAND
INFORMATION OR RECOMMENDATIONS.
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