10 posts tagged “hospitality”
300 largest hotel industry players
Source:
Hotels' corporate 300 ranking
Hotel Magazine 2007 Jul
What is revenue management?
Source:
Revenue management in today’s online World
Victoria Edwards
Online Revealed Canada Conference 2007
Ian Schrager is the recipient of Travel + Leisure's first Design Champion Award.
Just came across a hotel group - Relais du Silence or Silencehotel. It's interesting to know there are hotels who understand silence. Use it as a service offer. I feel there are too much noise in our lives. We need silence. I need short silence daily ( 5 to 30 mins ). I spend some time to myself daily. Either I meditate or just keep quiet. Kind of refreshing for me. Wonder if Relais du Silence offer meditation?
What happened?
Four Points Hotels ( part of the Starwood Hotel Group ) is looking for a Chief Beer Officer ( CBO ). The position's role is to:
Evangelize Best Brew program
Tour breweries
Attend beer fests
Sample beers
Select beers for hotel's bar menus
Host beer fests
Document beer related activities
Impart beer related knowledge to other staff through a blog
What do I think about this happening?
This is a interesting idea. Guest can enjoy better taste experience at Four Points Hotels. Four Points can brand themselves as the top of the mind brand for beer at hotels. Staff can learn all about beer from their CBO.
What do you think this happening will cause?
Will the hotel industry starts to value other non work expertise besides drinking?
Will copy cat hotels come out with other drink chief officers ( like wine )?
Will the hotel industry starts to have other expertise specialists?
Will the hotel industry capitalized on inter-organization knowledge sharing?
Which hotels might be opening at the Cotai Strip ( Asia’s Las Vegas )?
Source:
Las Vegas Sands presentation at CLSA Investor’s Forum 2006
Ritz-Carlton service values
1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the key success factors and creating the Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve the Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
Source:
Ritz-Carlton Gold Standards
1. Make eye contact and smile!
Start and end every guest contact and communication with direct eye contact and a sincere smile.
2. Greet and welcome each and every guest
Extend the appropriate greeting to every guest with whom you come into contact.
“Good morning / afternoon / evening”
“Welcome!” / “Have a good day.”
“May I help you?”
Make guests feel welcome by providing a special differentiated greeting in each area.
3. Seek out guest contact
It is the responsibility of every cast member to seek out guests who need help or assistance.
Listen to guests’ needs
Answer questions
Offer assistance ( For example: Taking family photographs )
4. Provide immediate service recovery
It is the responsibility of all cast members to attempt, to the best of their abilities, to immediately resolve a guest service failure before it becomes a guest service problem.
Always find the answer for the guest and / or find another cast member who can help the guest.
5. Display appropriate body language at all times
It is the responsibility of every cast member to display approachable body language when on stage.
Attentive appearance
Good posture
Appropriate facial expression
6. Preserve the “magical” guest experience
Always focus on the positive, rather than the rules and regulations.
Talking about personal or job-related problems in front of our guests is unacceptable.
7. Thank each and every guest
Extend every guest a sincere thank-you at the conclusion of every transaction.
Extend every guest a thank-you or similar expression of appreciation as he / she leaves your area.
Source:
Be our guest
Disney Institute
Page 86
Disney Editions
ISBN: 0-7868-5394-8
How might Singapore’s integrated resort – Marina Bay Sands look like?
Source:
Las Vegas Sands presentation at Bank of America 2006 Gaming Conference
28 Jun 2006
Presentation Slide 49
