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Radisson               Hotels               were               started               in               1962               by               Curt               Carlson               who               bought               one               Radisson               Hotel               in               Minnesota               at               the               time               (Schroeder,               2006).

By               1998,               Mr.

Carlson               had               expanded               to               over               300               Radisson               Hotel               locations               in               multiple               countries               around               the               world               (Schroeder,               2006).

One               of               the               ways               that               the               Radisson               Hotels               were               able               to               grow               at               such               a               phenomenal               rate               is               its               focus               on               the               customer's               experience.

Radisson               Hotels               implemented               a               "Stay               your               own               way"               advertising               campaign               in               order               to               enhance               the               focus               on               the               customer               (2008).

They               have               also               developed               global               partners               in               order               to               move               into               other               countries               quickly               and               successfully.

The               Radisson               Hotel               organization               has               also               chosen               to               market               with               technology               by               implementing               such               things               as               the               fully               integrated               guest               information               system,               product               distribution               system,               and               the               customerKARE               system               (Schroeder,               2006).

They               have               also               implemented               control               measures               to               track               employee               and               guest               satisfaction               globally.
               Radisson               Hotels               defines               their               service               guarantee               very               clearly               through               five               strategies               that               must               be               focused               on.

These               strategies               are               a               focus               on               the               customer,               to               provide               individualized               marketing               and               services,               to               develop               hotels               in               key               locations,               to               leverage               the               Carlson               companies,               and               to               strengthen               global               brand               presence               (Schroeder,               2006).
               One               of               the               key               ways               that               the               Radisson               Hotels               implements               their               service               guarantee               is               through               the               "Yes               I               Can"               training               program               (2008).

This               program               empowers               the               front               line               employees               to               take               of               situations               for               the               customer               without               long               chains               of               command               to               deal               with               first.

This               program               encompasses               the               organizations               service               philosophy               and               allows               the               front               line               employees               to               meet               the               needs               and               wants               of               the               individual               customer.
               In               an               organization               of               this               magnitude               utilizing               fully               integrated               technology               is               a               necessity               in               today's               fast               paced               and               global               society.

Radisson               Hotels               found               that               by               utilizing               a               world               wide               reservation               system,               which               provided               instant               access               to               availability               at               any               of               the               Radisson               locations               worldwide               (2008).

This               made               reservations               much               simpler               for               the               customer,               travel               agents,               and               businesses               trying               to               book               rooms               in               multiple               places               on               a               regular               basis.

Since               this               was               the               first               of               its               kind,               it               gave               Radisson               Hotels               a               competitive               advantage.
               Technology               can               also               be               utilized               to               accelerate               the               improvement               of               service               quality               through               what               Radisson               Hotels               calls               the               CustomerKARE               System.

This               system               allows               employees               of               any               of               the               worldwide               Radisson               Hotels               to               access               information               on               customer               service               expectations               of               specific               customers.

This               allows               the               customers               to               receive               the               same               service               that               they               had               expected               at               any               other               Radisson               that               they               had               stayed               at.

This               system               also               allowed               the               marketing               department               to               instantaneously               notice               trends               and               other               demographic               information               for               certain               geographic               locations.
               Radisson               Hotels               has               implemented               an               "Express               Yourself"               (Schroeder,               2006)               pre-arrival               check               in               system               to               allow               customers               the               convenience               of               checking               in               without               spending               time               at               the               front               desk.

In               order               to               improve               measurement               of               customer               service,               Radisson               Hotels               could               implement               a               self               check               out               computer               system               that               asks               a               few               quick               quality               and               service               questions               as               the               check               out               process               is               completed.
               Radisson               Hotels               could               also               implement               a               call               back               to               ensure               the               customers               received               what               they               were               expecting               once               their               stay               is               completed.

This               would               help               to               solidify               loyalty               out               of               a               customer               because               when               the               customer               knows               that               the               hotel               cares               enough               to               call               and               make               sure               they               were               satisfied               without               any               provocation,               the               customer               is               more               likely               to               continue               staying               at               those               hotels.
               The               case               study               suggests               that               employee               satisfaction               can               be               linked               to               customer               satisfaction               (Schroeder,               2006)               therefore,               accurate               measurement               and               control               of               customer               satisfaction               will               be               critical               to               having               satisfied               employees.

Another               way               to               measure               employee               satisfaction               would               be               to               have               surveys               that               the               employees               must               fill               out               once               a               month               when               they               receive               their               paycheck.

This               would               be               another               control               mechanism               for               customer               satisfaction               as               well.
               Many               web               sites               have               information               available               about               the               Radisson               Hotels               that               provide               unbiased               information               and               reviews               about               individual               Radisson               Hotel               franchises               across               the               globe.

For               example,               on               tripadvisor.com               information               was               able               to               be               found               regarding               the               Radisson               Hotel               in               Bangkok.

Basic               room               and               service               information               is               provided               along               with               reviews               from               customers.

Radisson               employees               can               utilize               sites               like               this               one               to               read               reviews               that               actual               customers               are               posting.

This               is               a               wonderful               control               mechanism               for               driving               the               commitment               to               service               quality               worldwide               at               Radisson               Hotels.
               With               the               implementation               of               all               the               new               service               quality               programs,               Radisson               Hotels               had               to               implement               an               extensive               training               program               to               solidify               the               new               brand               strategy               to               all               of               the               franchised               worldwide.

Also,               once               the               training               programs               are               completed,               follow               up               must               continue               on               a               regular               basis               to               ensure               that               the               new               quality               and               service               standards               are               being               utilized.

This               will               help               to               align               the               entire               organization               from               the               top               management               team               all               the               way               down               to               the               bell               hop.
               This               case               was               full               of               interesting               information               about               how               the               Radisson               Hotels               grew               so               quickly               and               with               a               mindset               of               the               customer               first               and               has               thrived.

The               five               strategies               that               were               implemented               at               the               Radisson               Hotels               were               critical               to               it               staying               on               top               of               the               competition               through               a               competitive               advantage               of               superior               customer               service.

The               technology               utilized               to               integrate               all               of               the               Radisson               Hotels               worldwide               is               critical               to               the               success               of               the               100%               Service               Guarantee               (Schroeder,               2006).
               Based               on               reviewing               the               company               website               along               with               several               reviews               on               tripadvisor.com,               I               feel               that               all               of               the               programs               implemented               by               the               Radisson               Hotels               are               excellent               and               helping               daily               to               improve               customer               satisfaction               and               loyalty.

One               recommendation               that               I               would               make               to               the               Radisson               Hotels               is               that               customer               satisfaction               cards               placed               in               the               rooms               is               not               sufficient               information               to               ascertain               what               most               of               the               customers               are               feeling.

Most               of               the               time               people               will               only               fill               those               cards               out               in               a               room               if               they               have               something               to               complain               about.
               Therefore,               I               would               suggest               implementing               a               customer               satisfaction               survey               into               the               checking               out               process.

This               would               save               the               customer               the               time               of               completing               this               on               their               own               and               it               would               allow               for               a               more               accurate               view               of               the               service               quality               being               received               all               across               the               globe.

Aside               from               this               small               suggestion               I               feel               that               the               Radisson               Hotels               should               continue               down               the               path               they               are               on               because               they               are               making               great               strides               toward               being               number               one.
               References
               tripadvisor,               (2008).

Radisson               Hotel               Bangkok.

Retrieved               August               5,               2008,               from               tripadvisor.com               Web               site:               http://www.tripadvisor.com/Hotel_Review-g293916-d305548-Reviews-Radisson_Hotel_Bangkok-Bangkok.html
               (2008).

The               Radisson               Story.

Retrieved               August               5,               2008,               from               Radisson               Hotels               &               Resorts               Web               site:               http://www.radisson.com/aboutus/story.jsp
               Schroeder,               R.G.

(2008).

Operations               Management.

New               York,               NY:               McGraw-               Hill               Companies






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