Squire Hotel Group Case Study Essay - 883 Words

The Squire Hotel Group Question one Evaluate the performance measures in place at the Squire Hotel. The Squire’s group hotel is doing well performance wise although it does have a few problems. The rooms division is performing well due to the hotel being constantly kept at a high occupancy level. However, the food and beverage section of the hotel group isn’t doing so well. This is clearly indicated by the Restaurant Manager, Elizabeth Dicken, who says that she is forced by upper management to reduce costs that in turn are affecting her restaurant to the extent that she is loosing customers. These are all good measures of a hotels performance. The complaints system is very poor which makes accessing customer satisfaction very†¦show more content†¦Question three What improvements would you suggest? Senior members of the staff shouldn’t be pressurized. They should be given freedom to work so that they are more confident in their work. They should allow each and every staff member to perform independently. If they allow their staff to perform independently they are well prepared to take all their decision on their own. Also the confidence of the staff also starts building up day by day. They should encourage their staff to up sell and give them bonuses on their performance level. By doing this staff gets motivated towards doing work and up sell their products. This would help the hotel as well their staff. Regarding complaints they should keep feedback form in the room as well as at the reception desk. This is the best possible way to identify how their service works and they will come to know whether there should be any improvement in their services. They should even start with internet based feedback form as they can try to deal with their customers as soon as possible. This will help in case their they are really lacking customer satisfaction. Some people are really shy about complaining for small things by doing these it would remove element of doubt in the mind of customers and they will know their silly mistakes. They should start with loyalty programs for their customers. This would improve the occupancy rate and it will also give some kind ofShow MoreRelatedEfqm Squire Hotel Group4154 Words   |  17 PagesThis paper has focused on the Squire Hotel Group and how the application of EFQM model 2010 can be used to provide a framework for the enhancement of organizational performance. Various issues have been identified facing the Hotel group, including lack of a formal method of collecting information; the demand of beds by the tourists compared to the supply; competition and tight budgets set by the head office. It is evident that the application of the EFQM model, especially the nine criteria, willRead MoreRelationship Between Tourism and Cultural Heritage Management: Evidence from Hong Kong7693 Words   |  31 Pages(2005) 539–548 Relationship between tourism and cultural heritage management: evidence from Hong Kong$ Bob McKerchera,*, Pamela S. Y. Hoa, Hilary du Crosb b a School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong Department of Geography, The University of Hong Kong/School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong Received 24 November 2003; accepted 4 February 2004 Abstract This paper examines the nature ofRead MoreMarketing Communication in the Hospitality Industry34407 Words   |  138 Pages13 Figure 7 Deduction vs. Induction.................................................................. 22 Figure 8 Basic communications model......................................................... 52 Figure 9 The communication process between hotels and their customers 53 Figure 10 Storytelling and Integrated Marketing Communications triangle .. 58 Tables Table 1 Characteristics of marketing communication managemen.............. 10 Table 2 Interview schedule..............................Read MoreImportance of E-Commerce in India and Competition Issue10769 Words   |  44 Pagescollusion in E-commerce†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 5.4 Impact of E-commerce on nature of vertical restraints †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6. Credit Cards in India†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7. International interventions in credit cards market†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7.1 Anti-trust cases in Credit cards†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7.2 Other interventions done worldwideà ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 8. Competition law in India†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 9. 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