final mkt 412 presentation

8/12/2019 Final Mkt 412 Presentation

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PROJECT ON


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We are.........

A.K.M. Aminul Islam 071-734-030

Iftekher Karim 071-385-030

Mushtak Ahmad 071-800-030

Meftahul Islam 072-306-030 Hasan Monjurur Rahman 092-0429-030

Sazzad Hossain Khan 073-321-030


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Journey of Radisson

Part of a major hotel expansion program in Asia

Pacific by the US based Carlson Hotels Worldwide.

SHDL was formed in 1995 by the joint-venturepartnership with Bangladesh Army Welfare Trust (AWT)

In 2000, the company was made a fully Bangladesh

Enterprise of AWT and Sena Kalyan Sangstha (SKS)with 80 percent and 20 percent shares respectively.


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Journey of Radisson ( cont...)

Prime Minister Khaleda Zia inaugurated

Radisson Water Garden Hotel Dhaka on

February 5, 2006.

It has formally opened its services to

guests with a commitment to offerinternational standard hospitality on

February 11, 2006.


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Location

Only 5 km from the main

international airport.

The National Memorial is

located approximately 35km

northwest of Radisson.

The Parliament Building is

located approximately 11km

southwest.

Ahsan Manzil is locatedapproximately 30 km south of

the hotel.


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Service provided by Radisson

Core Services

Accommodation:

Deluxe Rooms:The average size is approximately 28

square meters.

Atrium Rooms:

Its about approximately 36 square

meters.

Executive Suites:

Its includes complimentary access to

the Radisson Club Lounge &

Radisson Club Rooms.


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Core Services (Cont...)

Business Class Rooms:Business Class Rooms

feature upgraded services

specifically designed with the

business traveler in mind.

Additional Services Includes:

Access to Business Class

Lounge

Airport transfer

Evening drinks at theBusiness Class Lounge

Laundry and dry cleaning

Free Internet with Wi-Fi

connection.


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Features of Suites & Rooms

English newspaper -complimentary

Laundry and dry cleaningfacilities

Luggage rack Mini-bar

Moveable work desk

Electronic Locker


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Features of Suites & Rooms ( cont..)

Non-smoking floors andnon-smoking roomsavailable

Remote controlledtelevision with satellitechannels

Room service (24 hour)

Self controlled air-conditioning

Tea/coffee maker Telephone with directinternational dialing & etc.


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Dining and Restaurant :

Water Garden Brasserie

Sublime

Spice & Rice

Provided Services


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Provided Services (contd..)

Blaze Entertainment Lounge &

Bar

Chit-Chat

Cigar Bar


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Services (Sundaree spa)

Sundaree FaceTreatments :

Deep Cleansing Facial 60

mins Tk 4,750++

Refined WhiteningTreatment 60 mins Tk

4,750++

Gold Face Hydrating

Treatment 60 mins Tk

6,250++

Royal Gold Face Lift 90

mins Tk 9,500++


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Services (cont..)

Hawaiian Thermal Stone

Massage :

Full Body Massage 90 minutes

TK. 6200

Back & Shoulder Massage 60minutes TK. 4200

Traditional Thai Massage

[Without Oil] 60 minutes Tk. 2500

90 minutes Tk. 3500


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Blueprint for Overnight Hotel Stay Service

SUP

PORTPROCESS

CON

TACTPERSON

(Back

Stage)

(OnStage)

CUS

TOMER

Hotel Exterior

Parking

Cart for

Bags

Desk

Registration

Papers

Lobby

Key

Elevators

Hallways

Room

Cart for

Bags

Room

Amenities

Bath

Menu Delivery

Tray

Food

Appearance

Food Bill

Desk

Lobby

Hotel Exterior

Parking

Arrive

at

Hotel

Give Bags

to

Bellperson

Check inGo to

Room

Receive

Bags

Sleep

Shower

Call

Room

Service

Receive

FoodEat

Check out

and

Leave

Greet and

Take

Bags

Process

Registration

Deliver

Bags

Deliver

FoodProcess

Check Out

Take Bagsto Room

Take

FoodOrder

Registration

System

Prepare

Food

PHYSICAL

EVIDENCE

Line of Interaction

Line of Visibility

Line of Internal Interaction

Registration

System

Fail points


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SWOT analysis


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Strengths

Location of Radisson

Architectural view

Luxurious arrangements

Parking Facilities

Splendid Food service

Spa & Health club


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Weakness

No Limousine rental service

No 24/7 Restaurant available

No HelipadLack of Banking facilities

Location

Not much for the Children


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Opprtunity

Emerging Market of People of

Bangladesh

Increased popularity of Sundarban &

Coxs Bazar

Near to Airport


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Threats

Relatively new in Competition

Lower contribution to Market share

Amenities and Facilities


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Zone of Tollerence

Zone of tollerence varies from different

service to service.

Important factors:

Room service

Food quality

Reception

Desired Service

Zone ofTolerance

Adequate Service


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Zone of Tollerence ( cont..)

Less important factors:

Car rental

Bell person lateness Desired Service

Adequate Service

Zone ofTolerance


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Gaps Model

Provider gap 1: Not knowing customers

expectation.

customers expectations are:

5 star luxury: Lack of limitation of resource andmanagement.

Helipad: international person badly need it.

Baby sitting and recreational center: no specificbaby sitting and recreational center.


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Gaps model (cont...)

Airport shuttle service: Airport shuttle is

also known as share ride van service.

Radisson has not its own airport shuttle

service.

24/7 restaurant service: Radisson has not

24/7 restaurant service and therefore

create the provider Gap.


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Gaps Model (cont...)

Provider gap 2:Not selecting the right

service designs & Standards

Customer driven service design required:

Airport Shuttle & Limousine service

Food Service ( 9:0023:30 )


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Conclusion

As it is one of the most luxurious hotels inour country, it can provide best customerservice.

If the company wants to remove itscustomers gaps then the company has to dolots of marketing research. Techniquesinvolving a variety of traditional researchapproach- among them customers interview,

survey research, complain system, andcustomer panels must be used to stay closerto the customer.


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Conclusion ( cont...)

Radisson should emphasize to provide its

core product. Simultaneously it should

provide some importance in their quality

room service, good food quality and wellmanaged reception.

final mkt 412 presentation

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