Hotel

The capacity of the hotel is 188 different types of rooms (economy, business class). Also, the toll offers the opportunity for business meetings or special events in the 9 meeting rooms including help of coordinator and personalized menus. These 9 meeting rooms are capable to accommodate up to 220 people. The Radiations Blue Elmsford Hotel cooperates with three other service enterprises: restaurant Ever Gusto that serves Italian cuisine, Sunshine Piano Bar which offers various selections of cocktails and Casino Labor.

The Radiations Blue Elmsford Hotel enterprise offers facilities such as 1 2-hour room service, free high-speed wireless internet, sauna and car parking. Nightly rates in Radiations Blue Elmsford Hotel are from 876 DECK (1 17 EURO). The purpose of this project is to analyze what problems Radiations Blue Elmsford Hotel is encountering and be able to conclude with reliable solutions. In this project we are going to focus on two main topics: service delivery system and customer’s satisfaction as they are inherent from each other. We will use both primary and secondary data.

The primary data consists of information from questioners that We asked visitors of Radiations Blue Elmsford Hotel to answer. The secondary data will be based on reliable books, customer reviews and official weapon of the hotel. Also, we will use two theoretical frameworks in order to make our project valid and make an objective conclusion. The first one will be SMS model (service management system model), which consists of five elements: market segment, service concept, service delivery system, image and culture and philosophy.

The precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The second model is The Gap Model. Main purpose of using this model is that it is orientated directly on customer Hotels in Denmark 2014. We will take a closer look on all the possible areas where problem could be at by analyzing each area with five gaps.

Finally, we conducted anonymous survey among hotel clients as we tried being close in contact With the one decision maker – the guests – providers of reliable information. In our project we decided to balance the value of primary and secondary outcome data to prove we took in consideration every possible aspect of customer satisfaction. Therefore we decided to take in consideration customer ‘ s reviews on page www”. Trapdoors. Com considering this page as a reliable source. Applying critical thinking by evaluating customer satisfaction was essential for us.

The reason why our project is going to be based mostly on secondary data is the flexibility of it. All data that is going to be used in our project will be specified at the end of it. We chose to write our project about Radiations Blue Elmsford Hotel in Labor because we found this topic interesting. We want to find out how it is possible that four-star grand chain hotel can have so many complaints. And also, we think that this issue is relevantly serious because it is important that customers expectations would be similar to what hotel can actually provide.

Delimitation

As a part of our delimitation we delimiter ourselves from doing qualitative research with the management of the hotel as We did not get the opportunity to talk to the manager of the Radiations Blue Elmsford Hotel, as the topic of our project is mostly about customers complains, we understand that the manager was not interested and did not give us an opportunity to interview him. We delimiter ourselves from budgeting how much the renovation and Seibel changes would cost Radiations Blue Elmsford Hotel. It is not possible for us to calculate possible budget in this stage as we are not in direct contact with the management of the hotel. Other fact is the prices for materials and labors are also unknown for us.

Problem Area

We were interested to find out what is the reputation and how does Radiations Blue Elmsford hotel deal with the customers. According to the reviews that we managed to find on the weapon www. Trapdoors. Com the hotel had 1 80 reviews and in only 50 visitors rated the hotel as “Excellent” (1 1 travelers) Very good” (40 travelers). This gives us information that only 4 28. 33% of actual customers that rated the hotel were satisfied with the provided service. The most of visitors rated hotel as “Average” (76 travelers) which is 42. 2% and the part that made us focus on service delivery system and customer satisfaction in this hotel was the number of people that rated hotel as “Poor’ (39 travelers) or “Terrible” (14 travelers) which also gives approximately 29,44% of unsatisfied customers. Despite the fact that it is a famous chain hotel, which is represented as a luxurious hotel, it has a lot Of complaints. The most common complaint is that the Radiations Blue Limned Hotel is old and due to that customers are experiencing sleeping pattern disorders because of noises. The hotel from outside looks renewed, but inside it needs capital renovation.

For example, as Hotel is next to the famous street Comfort Anne Gad with all bars and clubs of Labor city, guests can hear everything through old, non-sound proof windows. Another complaint would be related to service delivery system. Customers are complaining about the staff and its attitude to hotel’s guests. They are complaining that employees are rude, impolite and that they do not perform heir job. And other very common complaint was the price. Most of the customers rated Radiations on BMW. Trapdoors. Com said that the price does not match with the service that hotel actually provides. Our goal is to find the solution how Radiations Blue Elmsford Hotel could improve their service delivery system and manage to match the expectations of their customers to what they actually receive after visiting the hotel.

Research Questions

In Order to keep our project well coherent, we will develop three research questions, on which will be based our whole report and which we will answer later. What are guest complaining in Radiations Blue Elmsford Hotel in Labor?  Why are customers of the Radiations Blue Elmsford Hotel in Labor complaining?  How should the service delivery system be improved in Radiations Blue Limited Hotel in Labor in order to reduce guest complaints?

Methodology

As already mentioned before, in this project the main focus will be on service delivery system and customers satisfaction. Our main goal is to represent the Radiations Blue Elmsford Hotel in Labor by using primary and secondary data and two theoretical frameworks.

Furthermore, based on our gathered information we are going to analyze what exactly customers are complaining about. And finally we will try to make a solution of which the hotel could benefit. We will concentrate on service delivery system and how it should be improved. Theoretical Frameworks In this project we are going to use two theoretical frameworks. The first one is Service Management Model (SMS model), which will help us to represent precisely the Radiations Blue Elmsford Hotel in Labor and also present what toll has to offer to their potential customers.

The second one is GAP model – Diagnosing Failure Gaps in Service Quality. By using Knowledge Gap, Standards Gap, Delivery Gap, Communications Gap we will be able to diagnose where is the main problem and it will help us to conclude with reasonable solution. 4 5. 1 SMS Model The SMS model (service management system model) has the character of a system consisting of components and emphasizing the relations among them. 5 Thus now we are going to use SMS model, which consists from five elements: service concept, service delivery system, market segment, image ND culture and philosophy.

Precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The market segment Radiations Blue Limited hotel does not have a precise market segment. However, according to www. Trapdoors. Com, 96 customers was visiting hotel for business purpose, which is 53% of all 180 reviews. Besides, in the official website of the hotel it is emphasized that there are available rooms for business conferences. So, we can make a conclusion, that the common guests in hotel are business travelers.

 Service Management System

The location of the hotel is very convenient as it is located in the city center, where customers can use public transport. Besides, Labor train station is 750 meters away and Labor airport is 6 kilometers away, which says that market segment focuses not only on local visitors, but on foreign as well.

Radiations Blue Elmsford hotel is a part of Radiations Hotel Group, which makes the enterprise of hotel to be the part of international group.  Speaking about customers visiting enterprise, they are expecting what hotel says it can provide. However, Radiations Blue Elmsford hotel does not meet customer’s expectations and that is way hotel has complaints.

The Service Concept

The service concept often consists of a complex set of values, where some products are more important and may be called core services, while others are peripheral. Also, there are both tangible and intangible services, which is he reason why often it is difficult to specify them in concrete form. The service enterprise Radiations Blue Elmsford hotel sells the rent of the rooms, food and drinks at the restaurant ‘Ever Gusto”, play of the games (e. G. Blackjack, poker) at the “Casino Labor” and other hotel facilities, such as wireless internet, room service or sauna. All of these services are intangible, except food and drinks at the restaurant. The core product in Radiations Blue Limned hotel is the rent of the rooms. This is the most common service that customers of the hotel buy.

Meanwhile customer’s interaction with other customers can be seen waiting in the line in reception, playing games in casino and eating at the restaurant. In conclusion, customer’s copulation operates through complaints, reviews, recommendations and interaction with other customers.

The Service Delivery System

Service delivery system depends from three subcomponents: personnel, client and technology and physical support. Service organizations are personality-intensive, which means they are focusing on developing human resources. Client plays and complex role in the service 7 5th edition Marketing for hospitality and tourism – page 231, What Is A Product? 8 organization, since he not only receives and consumes the service but also serves as a component in Its production and delivery. Thus, in a service business, clients must be selected and managed as carefully as employees. Finally, services almost always involve social interactions and physical tools are critical to the functioning of such interactive systems. It is difficult to describe this part due to it is the biggest problem in Radiations Blue Elmsford hotel.

In this part we will describe how hotel is represented in the official website of the hotel. Physical evidence and technology plays a big role as it is grand chain hotel. Exterior of the hotel is good-looking, but interior needs renovation. However, hotel from the inside on the official website looks attractive as well. Customers claims (www. Trapdoors. Com), that in certain rooms smell is not pleasant and because of the street Comfort Anne Gad it is noisy during the nights. On the website it is emphasized, that rooms are modern. Also it states that room services are available 12 hours per day.

The service delivery system does not meet the needs and expectations expressed by the customers. Customers interact with the service delivery system while ordering the room, buying food and drinks, during check in and check out and during room services. However, guests are complaining about employees. It means that personnel have a lack of knowledge how to deliver sciences, when there should work well-trained employees. The image The image mainly depends on what company actually provides and who the customers actually are. Although, deviating from current reality, image can be used as toll for the creation of a new reality.

Radiations Hotel Group has a good reputation worldwide, however it’s part Radiations Blue Limited does not have a positive opinion from the customers who has visited this hotel. Considering all information on official website, we think that this hotel is presented as luxurious grand chain hotel and this image is attempted to be establish in the market. Logo of this hotel says “Radiations Blue, Hotels & resorts”. “Radiations” is the name of the founder of this group. “Hotels & resorts” is the name of one of the brands that Radiations group owns. And “Elmsford” is the name of the fjord that is next to the hotel. The weapon Of Radiations Blue Elmsford hotel is well-design, it is easy to use. There is provided all information about hotel . Sidemen, accessed on 1 2 of December 9 other Radiations Blue hotels as well. The service enterprise wants their customers to recognize them. And it is already achieved – Radiations Blue operates more than 230 hotels in the whole world and it is worldwide known group.

The Culture and Philosophy

The efficiency of the service organization depends on its culture and philosophy, which shape and rejuvenate the very values and ethos on which the company thrives. The main value for Radiations Blue Elmsford hotel is customer satisfaction. As already mentioned in our project, Radiations Blue Limned Hotel is a part of Resized Hotel group, which is working with “Yes Can! ” special customer satisfaction pogrom since 1995. It is a core service philosophy, reflecting and powering commitment to always offer alternatives taking in to consideration guests, supplies, personnel and community. This programmer is applied to all Resized groups and it is a tradition of innovative and contemporary service concepts, based on customer needs.

GAP Model

In order to explain the GAP model itself, it is easier to start with defining and explaining the basic knowledge needed to successfully understand the model. The main purpose of GAP model is to define the service quality that is provided by certain company or organization towards their customers or clients. Logically we should start with explain what the quality and service quality is.

There are many definitions of what service quality is, so in this case we decided to not stick with only one but many other theories of different researchers and scientists as we think it suits for our project the most. Many scientists and researchers are trying to develop certain definition of service quality and service perspective. Gar¶morons presented his research about service quality which focuses on a model that is a comparison between customer expectations of the service and their experience of the service they have received before. This model is named “total perceived service quality’.

The first dimension is the technical quality and this dimension refers to the outcome, what is delivered or what the customer test from the service. The next dimension is the functional quality which refers to the manner in which the service is delivered or how it is delivered. Both dimensions affect the corporate image and the perception of quality in various ways.

Japan is ranked as the 1 lath country that compare to the world to have one of the largest population with over 127 million people. Japan’s capital Tokyo is one of the largest population cities in the world (The World Fastback 2015). Japan preserved cabana, calligraphy and tea ceremony as their representative traditional cultures. Travel in Japan is convenient due to their advanced infrastructures which include trains, buses, taxis, ferries and light rail. Japan’s major cities are connected by high-speed Shakiness trains and it is known for their ‘bullet train’-a modern rail transit sign of Japan (Japan National Tourism Organization 2015).

Mouthing (2000) stated that motivation is a state of need or a condition that moves a person toward some kind of acts which it is perceived that will bring fulfillment. When motivation applies to tourism, it means what reason that moves people undergo traveling. Tourist motivation have been put into two dimensions which are ‘pull’ and ‘push’ factors and the concept is people travel because they are pushed by their internal forces and pulled by the destination attributes’ external forces (Ref 2010).

Richardson and Flukier stated that push factors are the forces that excite the demand for tourism activities by pushing people away from their usual place. Pull factors are the forces that emerge as a result of a destination’s attractiveness that perceived by the tourists (Bologna & Usual 1996). 2. 0 Defining Socio-psychological Motivations Pull factors are cultural motivations and push factors are socio-psychological motivations (Crampon 1979). There are ten socio-psychological motivations that explained the desire of tourists to go on a vacation and these motivations have been identified by Ryan (1991) which are: 1.

Escape – A wish for getting away from perceived environment and life that lack of interest or excitement. 2. Relaxation – A wish for recuperation and refreshment. . Play – travel for indulge in activities related with childhood. 4. Strengthening family bonds – can improve . Working parents can also spend time with their children during holidays. 5. Prestige – The selection of destination for holiday is a declaration of lifestyle and it can be seen in terms of increase the social status. 6. Social interaction – Some people seem holidays as an essential social forum.

They meet like-minded people with common interests in different destinations. Some of the holidays are designed for people that they are alone and helped them to become part of a group. 7. Romance -? The powerful influence in selecting a destination is the chance of meeting people for the purpose of romantic encounters which are free from the home’s limitations. 8. Educational Opportunity – To learn something new is the phenomenon of tourism. Traveling gives people opportunity to learn about other people and places, to understand other viewpoints and cultures and to see new sights. 9.

Self-fulfillment – Sometimes people will change their perspective and life after they return from their holiday. The journey has been as much self-discovery as discovery of the new people and place. 10. Wish-fulfillment – Holidays can life tourists’ dreams which the dream may have maintained a long period of saving. 3. 0 Examples on how Socio-Psychological Motivations can be satisfied in Japan 3. 1 Socio-psychological Motivation : Escape – how can it be satisfied Escape from a routine environment and life that lack of interest or excitement is the main reason that motivates most of the people go travel.

The mundane environment that people wants to escape may include the school, work or daily chores that full of stress and the environment which associated with pressure. According to Richardson & Flukier (2008), indulgent tourism is a arm of tourism which caters for the people who wants to escape and get away from it all. It is categorized by a search for name brands, luxury and glamour. It provides theme parks, casinos, themed hotels and glamour resorts. Nowadays, modern cruises are a technological marvel and it provides a highly alternative and variable form of holidays to tourists (Quaternion and Peter, 2003).

Cruise itineraries is the most suitable to satisfy escape motivation as it provides a total escape, safe transportation to the destination, innovation on-board features, luxurious pampering service and Vegas style entertainment. The most common reasons that people select a cruise holiday are to be entertained and to be looked after in luxury (Cartridge and Braid 1999). Cruises can compete with land based theme parks, hotels and resorts as the size of cruises are become larger and it is able to support many activities such as gym, , theatre, spa, golf course and casino (Weaver 2005).

Canard’s is one of the famous cruise voyage providers and it consists of many on-board activities that built for pleasure ranging from fitness, spa, shopping, leisure, relaxation and galleries. Queen Elizabeth let tourists experience apart from other cruises y organizing dazzling affairs as Buccaneer Ball or Royal Ascot Ball in a setting as stunning as the Queens Ballroom (Canard Line 2015). 3. 1. 1 Commercial Example from Internet 3. 2 Socio-psychological Motivation #2: Relaxation – how can it be satisfied?

Relaxation motivation is travel for recuperation and refreshment and it is related to escape motivation. It can be satisfied by choosing a destination that is contrary to the community or environment in which the people are living. Tourists may want to relax and run away from city-like environment which surrounded by technologies and buildings, congestion and noise from icicles and back-to-back meetings. Check-in at a hotel hot-spring is a typical way to relax when traveling to Japan. Takeaway Noun is one of the famous hot-spring hotels that located in Gift.

It features Tamil woven-straw flooring throughout and rooms with traditional Japanese designs. Takeaway Noun awarded Trepidation’s Certificate of Excellence in 2014. The hotel provides a hearty homemade breakfast buffet, coos family baths and an open-air natural hot-spring bath in their rooftop. Visitors can enjoy the mountain views by using one of the family baths or unwind at the large public bath which consists of a sauna. The hotel’s on-site beauty salon also provides the rejuvenating messages for visitors to relax from their stressful life (Lonely Planet 2015).

The tourists’ relaxation motivation can definitely be satisfied by experiencing the relaxing hot-spring service which provided by Takeaway Noun. 32. 1 Commercial Example from Internet 3. 3 Socio-psychological Motivation #3: Play -? how can it be satisfied? Having fun and indulge in activities that related with childhood can satisfied tourists’ play motivation (Ryan 1 991 Tourists visit theme parks that can fulfill their wish and satisfy their play motivation as tourists can having fun and turn into their carefree State of childhood when visiting theme parks.

The purpose of theme parks is to entertain the visitors by conducting the attractions, stunts, animal shows, rides and these are the enjoyment of lot of people. According to Smith 201 2, theme parks are catered for children and adults that who want to return into their carefree state of childhood. The typical way to play when traveling to Japan is to visit the Tokyo Disneyland which is one of the top three most visited theme parks in the world and it is symbolized by the Cinderella Castle in its centerpiece. The park is divided onto seven themed lands and features seasonal parades and decorations.

Tokyo Disneyland provides Splash Mountain, the ride that goes through 16 meter high water fall and 45 degree dive over it. Pooch’s Hunky Hunt, the pots that ride the wind and bounce around. Tourist can see the gorgeous parades during daytime and night-time (Tokyo Disney Resort 2015). 3. 3. 1 Commercial Example from Internet 3. 4 Socio-Psychological Motivation #4: Strengthening Family Bonds – how can it be satisfied? Home is where the heart is, families are the one who never leave you away (Branch 2012). Accompany and caring are the greatest gifts that parents give o their children as they grow into adults (Comfort Keepers 2014).

The connection between is essential as children may face hard times such as sex, dating and some identity issues when they grow into adults and these issues will influence them to push their parents away. Thus, spending time to develop and maintain positive relationship with children is necessary and it will bring benefits through a strong relationship (Jumpier 2000). There is a good way on strengthening family bonds by visiting Mother Farm which is a popular destination located in the Kane-azans mountaintop. The Mother Farm has many facilities such as fields, and orchards.

In Mother Farm, families can having fun with the animals include rabbits, sheep, ostriches, camels, ducks, cattle and pigs. It allows visitors to experience cow milking, Guiana pig and rabbit hugging, strawberry’ and blueberry picking, ice-cream making and horse riding. Families can also participate the shows such as race, Groomed sheep show and duck’s parade. The farm has an amusement park and a nature observation park that allows visitors to see the seasonal flowers and experience the natural environment (Mother Farm 201 5) 3. 4. Commercial Example from Internet 3. 5 Socio-psychological Motivation prestige – how can it be satisfied?

According to Examination (2008), having a social status is better than having a lot of money. The reason that people pursue prestige is to enhance their social status which is defined as the individual’s position in the social hierarchy. Henries and White (2001 ) stated that social status can be result from the relative capability of a person to confer benefits on others and it includes the mate value, coordinative relationship, knowledge and also material goods. The typical way to satisfied prestige motivation when revealing to Japan is to visit the Sharing which is a luxury accommodation in Majority.

Majority is the main island of the Mimosa group and it has excellent beaches with long fingers of land point out into the sea. It surrounded by the exotic birds’ songs and the clean wind which will enriched visitors’ body and mind. The average price rate Of Sharing resort is RAMMER per night. The beautiful coral reefs, white beach and the blue sea spreading out like a private beach and it embraced the environment Beside the environment, Sharing is also renowned for their luxury facilities such as golf ours and hot spring. Their environment and facilities can definitely satisfy the tourists’ prestige motivation. . 5. 1 Commercial Example from Internet 3. 6 Socio-psychological Motivation #6: Social Interaction – how can it be satisfied? Some people seem holidays as an essential social forum. Seeking social relationships and companionship is the purpose of motivate them to travel (Ryan & Gleeson 1998). They meet like-minded people with common interests by exploring the surroundings and countries. By traveling with the like-minded people, tourists are able to satisfy their social interaction titivation. Skiing is a common reason that motives people to travel in Japan.

The mountain that blanked with deep snow making Japan becomes one of the best skiing grounds in the world. Noises is the most popular ski area in Japan and it located in Hookah. It consists of three main ski areas with world class treks which are Noises Inupiat, Noises Village and Noises Grand Hiram and these areas gain momentum on the world stage. Ski lovers from all over the world come to Noises to enjoy the vast Ski Slopes with Powder Snow, extreme winter sports, compete and share the knowledge with each other’s. Ski lessons are providing for every ski beginners and professionals. . 6. 1 Commercial Example from Internet 3. 7 Socio-Psychological Motivation #7: Romance – how can it be satisfied? Romance motivates some of the people travel for honeymoon in order to spice up the relationship with their lover. Traveling to a special and allows partners spending time together. Their relationship will improve through discussing the itineraries and exchanging their own opinions. The typical way to satisfied romance motivation when traveling to Japan is to visit the Tokyo Tower which is the major sightseeing spot and humbly of Tokyo.

The special observatory at 250 meters and the main observatory at 1 50 meters enable visitors to experience a 360-degree Toss’s panoramic view. Visitors can enjoy romantic time in the observation cafe at night by dazzling night view and drinking tea. Visitors can also see the Tokyo Tower’s illumination that begins at sunset with their lover (Japan National Tourism Organization 2015). 37. 1 Commercial Example from Internet 3. 8 Socio-Psychological Motivation #8: Educational Opportunity – how can it be satisfied? To learn something new is the phenomenon of tourism.

Traveling gives people opportunity to learn about other people and places, to understand other viewpoints and cultures and to see new sights. The typical way to satisfied educational opportunity motivation when traveling to Japan is to visit the Goon Corner which is a unique theatre that located in Kyoto. It presents seven Soot’s traditional performing arts in one hour show which are Tea ceremony, Cabana, Kenyon classical comedy, Gaga Imperial Court music, Kyoto and Kombi dance. It is popular among foreign tourists as the performances’ explanations are provided in English and Japanese (Kodak 2013).

Visitors can learn new things and understand the Soot’s traditional cultural after watching the show. 3. 8. 1 Commercial Example from Internet 3. 9 Socio-psychological Motivation #9: Self-Fulfillment – how can it be The progression of being more of who you already are is a result of self- fulfillment (Hartley & Harrison 2009). People have different that they want to achieve in their life and it is mostly developed when they are young. For Example, some of them want to be a singer, teacher and some of them want to be an athlete.

When traveling to Japan, people who take martial arts as part of their life can visit the Tokyo Bedouin which is a genuine arena for martial arts. There are many Bedouin buildings in Japan as traditionally Bedouin is an arena for martial arts. Tokyo Bedouin is served as a palace that helps to spread and continue the time-honored Japanese traditional of martial arts. It IS a training facility for martial artists and always used for martial Tournaments. Visitors can look around the arena and see people practicing different types of martial arts include Judo, Kiddo, Keno and Karate.

It is a must place to visit in order to understand the arts and satisfied the self-fulfillment motivation. . 9-1 Commercial Example from Internet 3. 10 Socio-psychological Motivation #10: Wish Fulfillment -? how can it be One of the most difficult motivations for people to satisfy is wish-fulfillment. Holidays can fulfill tourists’ dreams which the dream may have maintained a long period of saving as the destination may be costly to travel. Southern islands of Japan have become a top choice for people who seek to expand their horizons while tropical locales tend to attract aficionados and novices alike.

Most of the people seem Okinawa as a dream place to visit when traveling to Japan. Okinawa keeps attracting divers from all over the world u to its variety of sea animals, landscapes and coral reefs. It is an only place in Japan that can allow diving all year around. Okinawa extraordinary reefs consist of thousands of reef fish, a variety of unique Underbracing and different kind of sea animals. Visitors can diving and experiencing the beautiful underwater world. Okinawa also offers seasonal specials which include Introit and Night Diver (Reef Encounter 2015). . 10. 1 Commercial Example from Internet 4. 0 Conclusion In conclusion, Japan is one of the most popular countries in Asia and it can satisfy the tourists’ ten socio-psychological motivations with its different attractions and tours. However, play motivation can be satisfied easily in Japan but one of the most difficult motivations to satisfy in Japan and also other countries is prestige motivations. People have different requirement for destination and Japan should improve the prestige motivation factor in order to attract more tourists.

Situated in a quiet, leafy conservation area within the Royal Borough of Kensington and Chelsea, just 200 yards from Earl’s Court Underground Station, the Barkston Gardens Hotel is a non smoking converted terraced Victorian House offering spacious, comfortable rooms with modern-day amenities including free high speed wireless internet. Built at the turn of the 19th century, this 3 star standard hotel features three modern meeting rooms and a traditional pub-style bar with high-speed Internet access while still retaining its charm and splendour.

Conveniently located and easily accessible by public transportation, the hotel is the ideal base for exploring London’s attractions whether visiting the city for business or pleasure (Barkston Gardens Hotel, 2008). Organisational Culture “Culture is an abstraction” (Edgar H. Schein, 2004). Organizational culture comprises of shared values and beliefs that underlie a company’s identity. The definition highlights 3 important characteristics of organizational culture.

1. Organizational culture is passed on to new employees through the process of socialization. As far as our organization is concerned there is plenty of socialization among the employees. They know each other on a personal basis and often invite each other to functions at their places. In addition to this they have their lunch together on the same table which provides a good ground for interaction and hence the culture gets transmitted.
2. Organizational culture influences our behavior at work. Barkston Gardens promotes hard work and providing good value to the customers as well as caring for co-workers. This culture affects the behavior of the workers and promotes coordation and collaboration between them. If the workers face a crisis situation they share it with their co-workers who try to help out and suggest a solution to the person facing the problem.
3. Organizational culture operates at different levels. This cannot be appropriately applied to our organization as the organization possesses very few levels of workers at the front office department. Apart from this it is found that organizational culture is shaped by four components: The management’s values The hotel management has prescribed written values and has some passive values such as to make this organization a major player in the hotel industry.

The industry and business environment The industry is experiencing a lot of growth over the past years. This growth is basically demand based as the demand for good hotels is getting higher. This industry requires front office employees who are able to work a variety of shifts, including earlies, lates, weekends and evenings, speak advanced or Native English, must have previous experience of working as a receptionist or shiftleader in a customer service environment, preferably within a hotel of similar size and style, confident using a PC, familiarity using reservation systems and legal right to live and work in the UK. Read also about hotel reservation system

The national culture The culture of UK has witnessed a change where people have become more inclined to travel. Leisure travels is considered a must thing for people to relax and enjoy inorder to have a complete life. The senior manager’s vision and behavior There is a realization to build up an organization that will excel in the future. And regarding behavior managers wants to present themselves as the ideal role model by working for long hours and sacrificing their own leisure activities for the good of the organization.

Layers of Organizational Culture

` “Schein divides organisational culture into three levels,” (executive fast track, 2008). Observable artifacts At the more visible level, culture represents observable artifacts. Artifacts consist of the physical manifestation of an organization’s culture. Other examples include Acronyms: – for example they use short hands in front of customers. Manner of dress:-formal dress code. Decorations: – interior designing done by a specially hired architect expert in wooden works just to create a good ambience along with calendars and big posters of resorts and available facilities in its interior. Espoused values

They are the stated values and norms that area preferred by an organization. Examples can include Customer focus:  putting the needs and interests of the customers at the center of everything the organization does.

• Agility: – embracing change and seizing new opportunities.
• Teamwork: – creating value by working together across the business processes.
• Integrity: – earning the trust of the clients, viewers, members and subscribers.
• Responsibility: – work to improve our communities and take pride in serving the public interest. Basic assumptions Basic assumptions are unobservable and represent the core of organizational culture.

They constitute organizational values that have become so taken for granted over time that they become assumptions that guide organizational behavior. Examples can be of things such as it is understood that use of foul language is strictly prohibited in the hotel and the workers should come properly dressed for work.

Functions of Organizational Culture

Give members an organizational identity Front office department tries to provide a place to work that values customer loyalty over corporate responsibility but also having a lot of concern for the profits that the hotel is making thus employee satisfaction is compromised at times. Facilitate collective commitment In the hotel the highest quality of customer service is delivered with a sense of warmth, freindliness, individual pride and compny spirit as the employees work day and night to make customized customer oreinted pakcages that cater for the needs and specifications. Promote socail system ability The work enviromnet is perceived as positive as the employees are rewarded on the basis of their commitment. Conflicts are effectively managed like if a problem arise the management take charge of the occasion and with their mediation the crisis situation is averted.

Shape behavior by helping members make sense of their surroundings The employees understand what the organization does and how it intends to accomplish its long term goals as the management takes its employees views into consideration before implementing its expansion plans.

Engines of Organizational Culture

“Constructive culture is defined simplistically as one oriented towards achievement, self-actualization, creativity, participation, valuing people, and one that places a high priority on healthy relationships between people,” ( Laurie Hillis, 2003). The dominant construcitve culture is applicable to our orgazanition where standard of excellence is pursued. The nomative belief appicable Achievement- Barkston Gardens values employees who set and accomplish their own goals. The workers are expected to set challenging but realistic goals, establish plans to reach these goals, and pursue then with enthusiasm. Affliative- The organisation places a high priority on constructive interpersonal relationships. Employees are expected to be friendly, open and sensitive to the satisfaction of their work group.

How cultures are embedded in organizations The design of physical space, work environments and buildings The new office for the department promotes good opportunity for interaction amonst the workers of the same level as the office is very egronomical. And the senior manager himself has a separate office well equipped with intranet that connects him with all the other employees. Sloguns, acronyms and sayings Acronyms are commonly used in front of customers to make communication effective and easier. Deliberate role modelling, training programs, teaching and coaching by managers

Most of the people hired have modest practical education and grooming thus the hired workforce is occassionally sent for formal training. The organizational activites, processes, or outcomes that pay attention to and measure Hotel reservations and PR with cleints and checking the accounts are some of the common task performed by the managers.

Mentoring

“To serve as a trusted counselor or teacher, especially in occupational settings” (freedictionary, 2008). The senior manager acts as a mentor and forms and maintains deveopmental relationships between a mentor and a junior person. Amongst the functions of menotirng perfromed by this leader are Protection (career function): defends the employees if an error is commited by him by mistake. Exposure-and -visiblity (career function): the newly hired have no formal training at times thus they are made to handle situations effectively through traning programs. Role modeling (psychological function): employees were of the view that the commitment from the senior managers was the motivational factor for them. The seniors are personally involved in details when making the package for the clients. Friendship (psychological functions): the whole organization is based upon the fundamentals of friendship and the organization has a very open environment. It is the belief about one’s own self worth based on an overall self evaluation. Here we are going apply the 6 pillars of self esteem to the senior manager of the hotel.

Branden’s Six Pillars of Self Esteem

Live consciously: the manager is actively enganged and knows the in and out of the business and responds well to the changing demands of the customers.

Be self-accepting: the manager is confident about the decision he takes and is not over critical about them. Thus the cognitive dissonance is minimal. Be self-assertive:-the manager is fully conscious about his words used in his dealings and whatever he says he believes in it and stands by it and always has the proof to back up what he says. Have personal integrity:  manager is a man of integrity and has clear values. He tries to avoid misleading his clients and he feels that the main reason for his success is the loyal customers that he has developed overtime

Self efficacy is the person’s belief about his or her ability of successfully accomplishing a specific task. Here senior managers have high self efficacy. The organization started from a scratch but now through hard work it has become a competitive and good business.

Self monitoring is the extent to which a person and his organization observe their own self-expressive behavior and adapt it to the demands of the situation. The managers can be classified as a chameleon that is ready to adapt to their surroundings. The organization has recently gone through a phase in which it has tried to adopt business process re-reengineering witnessing the need for technological updation. Accounting records are now fully computerized and internet linkages are being used to develop attractive customer packages.

Be proactive: the managers are of the view that SWOT analysis is extremely important while taking timely decisions for the organization. :-the front office managers are goal oriented and set up a good challenging goal fot the employees to accomplish.

Seek first to understand, then to be understood:-the managers are good listeners and good servant-leaders. Synergize:  through teamwork the managers are able to generate motivation that leads to efficiency and effectiveneness in operation. Individual differences in group members do not become a source of conflict. The organization has learnt to celebrate diversity and work for enhance performance. Sharpen the saw: the organization is a learning organization which doesn’t hesitate to renew its image. Planning and visualizing the market trends have been the hallmark of Barkston Gardens Hotel. The committed team puts the best effort and thinks that the organization apart from personal effort there are certain external influences which play a key role in determining organizational commitments.

“The act or process of motivating,” (Motivation, 2008). Motivation is a psychological process that arouses and directs goal-directed behavior. “Need theories are based on some of the earliest research in the field of human relations. Need theories attempt to pinpoint internal factors that energize behavior,” (Answers. com, 2008). Needs are physiological or psychological deficiencies that arouse behavior. They can be strong or weak and are influenced by environmental factors. Out of all the need theories only one is applicable

 “To address some of the limitations of Maslow’s hierarchy as a theory of motivation, Clayton Alderfer proposed the ERG theory,” (motivationcenter, 2008). E: existence needs-the desire for the physiological and materialistic well being. The hotel management valued the profits of the company very highly as they in turn are meant to fulfill basic physiological needs and used to buy things that can show to the world that the owners are living a well off life.

Relatedness needs-the desire to have meaningful relationships with significant others. Developing PR is very important for the success of the business. So the roots of all these things go down to maintaining good relationships with other people. G: growth needs-the desire to grow as a human being and to use one’s abilities to their fullest potential. The managers as the hotel grew up grew in self-confidence and became believing in themselves and thus expanded the hotel market despite tough competition.

“Work arrangement (or rearrangement) aimed at reducing or overcoming job dissatisfaction and employee alienation arising from repetitive and mechanistic tasks,” (businessdictionary. com, 2008). The concept of job design involves changing the content or process of a job to increase job satisfaction and performance. This theory suggests that employees can be motivated through a number of ways including motivational approaches attempt that improve employee’s effectiveness and attitudinal reactions by using:

Hypothetical Company:

M/s. Amber Holdings Limited. The company is an independent Hotel chain owner, operating a chain of hotels for the middle class countryside vacationer. The chains comprise of small hotels with no more then 20 rooms at best. Ideally located near scenic locations at small towns, spread throughout the United States. The company also specializes in the provision of tour guidance and offers services like car rentals and travel insurance through third party collaborations.

Mission Statement:

The company has the following mission statement

“To play our role towards an environmentally friendly vacationing solution by becoming the first choice provider of hotel accommodation to vacationers wishing to reconnect with the country side “

Potential Foreign Markets:

The company wishes to enter the Canadian Market. For this purpose, it has at its disposal the following two techniques of market entry:

Þ    Organic Expansion.

Þ    Takeover a small Canadian countryside hotel chain called Countryside Resorts.

“There are no international unified standards for awarding stars to hotels,” said Sergei Korneyev, director for the northwest at the Russian Tourism Industry Union.  Each country has its own system, and it is very inconvenient for tourists, since, for example, Egyptian stars differ from European ones. There have been many misunderstandings.

An hotel ranking is a system, taking into account a full range of factors including quality of accommodation, range of amenities, standards of service, atmosphere and prices as well as customers experience, and feedback in order to classify hotels There are currently about 30 national systems of hotel classification around the world.  Among them are the letters system used in Greece and the crowns system used in the U. K. , though the most widespread system is the star classification. While all hotels in Moscow claim a specific number of stars, there is no reliable, universal system of classification in operation.

This can often lead to unrealistic expectations, disappointment, and it may be hard to know what to expect from your hotel in terms of standards, services, and amenities as a first-time travelers to Russia. Suchi Hotels first and then the entire country of Russia. Since July 2010 Sochi hotels were obliged to classify themselves by the demands of the International Olympic Committee (classification as the country gears up to host the 2014 Winter Olympic Games). The Governor of Krasnodar region decided to first expand this requirement to the whole region and now to the whole country.

As new legislation passes, starting this summer season of 2012 only star-rated hotels were able to accommodate tourists. A little bit of History: The first attempts to introduce classification standards in Russia were made in the Soviet era. In 1984, a document was drawn up dividing hotels into seven categories. The regulation existed until 1994 and was followed by three more certification documents. Finally, in 2005, a new system of state classification of hotels and guesthouses was launched, taking into account European experience. Previously, Russian hotels obtained star-category classification on a voluntary basis, but obtaining certification became obligatory after an order signed in June 2010.

There are 471 officially certified hotels in Russia — about 10 percent of the total number of 4,500 hotels, according to data from the Federal Tourism Agency. From Yesterday to Today: Review of the principal changes. It appears that often ‘stars’ in Russia were given after considering formalities and did not reflect real comfort and service level. The main difference between the new and old classification systems is that, now, the expert appraisal and assignment of a Hotel to a particular category will be carried out by special organizations accredited by government agencies. Prior the classification of Hotels in Russia was carried out under a voluntary classification system that was approved by the Federal Agency for Tourism (Rosturizm) in 2005 and largely based on standards and rules that were set back in the 1990s . Many hotels that are located in old buildings will need to invest a lot in engineering infrastructure and additional facilities to get the necessary number of points to obtain the certification and get the stars they want.

Hotel Assessment Criteria

Each hotel will be awarded a number of points depending on the number of rooms and the services offered.  The requirements, relate to various aspects of Hotel operations: layout, condition of rooms, range and quality of services offered, etc.  For example: -A standard single room in a “five-star” hotel must be at least 14 m? in area, and the Hotel must also have a conference room with the relevant equipment. The waiting time for an elevator in four- and five-star hotels should be no more than 30 seconds, or 45 seconds in a three-star hotel.  The classification will be a paid procedure, and mandatory certification is expected to cost less than voluntary classification about ( today $1,500 for three- to four-star hotels with less than 100 rooms)  Hotels that fail to declare their status under the new rules will pay a fine, Hotels without certification won’t have the right to use their unofficial rating in advertisements, and furthermore, limits may be applied to the activity of such hotels

Certificates will be issued for five years, but hotels will have to reaffirm their status twice a year. Just a few more things to remind: (only on the power point) Luxury Hotels  world-class 5-star hotels . Either Historic Moscow Hotels or Moscow branches of well-known international brands at the very top of the hotel market. Deluxe Hotels . executive standard 4-star or 5-star hotels . Must be centrally situated. Superior Hotels . International 4-star ratings. If Superior Hotels are not centrally located, then they must have good transport links to the city. Standard Hotels  International 3-star standards, including many new or fully renovated Russian hotels.  Standard Hotels are rarely central Tourist Class Hotels. Often built in the Soviet period, hotels of this class may not be fully renovated.  Representing the cheapest accommodation widely available in Russia . International 2-star standards. Situated in modern buildings in the suburbs. Budget Hotels  low-cost accommodation. No services are guaranteed.

Conclusion

Classifications under the new system: mandatory or voluntary?  At present, the new classification system is applicable to all Hotels, but is mandatory only for Hotels offering the relevant services within the municipality of the city/resort of Sochi.  We note that the changes to the Hotel classification rules and the mandatory classification procedure for certain Hotels is without any doubt related to the XXII Olympic Winter Games being held in Russia.

We believe that the overall trend for the introduction of international standards in many sectors in Russia is connected with the ambition to join the World Trade Organization. For the Future: What’s next?  The World Hotel Rating (WHR) project, aims at setting international classification standards and rating criteria along the lines of a world star-rating system.  This project will establish an information platform on the hotel industry which will be multilingual and multicultural.  WHR intends to play a key role in the development of quality hotel services

Ritz already had a major presence In the cracker aisle, but to sell this new product being old as a chip, they had to decide If they should move their product amongst other direct chip competitors. The salty snack part of the store contains mainly all the chips products, nuts etc. But as mentioned in the video, it is difficult to put just a single product in a section of a store where Ritz did not already have a presence. So keeping it next to the crackers ensured they would bring a strong presence in supporting their new product, as well as making it packaged in a bag rather than a box to represent a different product.

How did language affect the marketing of the new Ritz Chip?

The new Ritz Chip language affected marketing because they had to make sure the characteristics of the new product would attain the qualities of a chip and the flavor of Ritz. Therefore, the packaging and product had to communicate the product effectively to consumers what Ritz was trying to sell. The big bold words on the bag was also another way to communicate the intentions of their new product extension.

Do you feel it was a wise decision for Ritz Chips to be in placed in the cracker aisle rather than in the salty snack aisle of the grocery store with the other chips? Explain.

Yes, people tend to overlook brands that have a few items taking up little bit of shelf space. It hints that the product does not sell well or doesn’t have many varieties to offer. The competitors like Lays, Gunship, etc. Take whole sections of space in the aisle and dominate all the other brands that have a handful of products, which usually are overlooked by consumers when they are shopping. Not to mention seeing the word RITZ on a bag that is boxy next to Lays potato chips will make the person think, “l don’t want crackers.

However, if I am In the cracker aisle and see their toasted chips next to crackers, the product will look more chip-Like In comparison.

Discuss the differences that exist between the cracker Image and the chip Image as It relates to brand extension. How does this affect a product’s marketing strategy?

Crackers towards older people; tend to be bland in flavor, eaten with soup when it gets cold, consumed when one is sick, etc. While chips are more youthful, kids are always shown in commercials eating them as well as more active adults; associated with mummer, more flavor, have a bigger variety and the list goes on.

So in essence, chips are more fun, youthful, flavor, while Ritz crackers are associated with old people, cold weather, eaten when sick or with soup, basically not the most fun feel- good item one can purchase. The marketing strategy would have to use the brand power and reliability of Ritz, but offer a different younger, flavor product showing it’s a product that is capturing the qualities of chips besides Just the taste and texture, but the illusion surrounding it.

Different types of hotel in the Philippines Many people visit the Philippine Islands each year in order to enjoy its picture perfect views and Asian hospitality. Luckily, there are several types of hotels available in the Philippines that make it possible for anyone to afford a trip. Whether you’re looking for student-budget type lodging, luxurious accommodations or something in between, the Philippines has got you covered. Luxury Hotels Luxury hotels are available across the Philippines and are an ideal type of hotel if you’re looking for refined surroundings.

They’re a great option for honeymooners or anyone who wants to be treated like royalty for a while. This type of lodging facility will ensure that you are fully pampered and leave you feeling like your money was very well spent. Consider these top- rated luxury hotels located in the Philippines. Diamond Hotel, Manila This 27-story, five star hotel is located in Manila and radiates class and elegance. It’s located in a great area, Just minutes away from museums, parks, convention centers and shopping malls. Your accommodations, from the sheets on your bed to the towels in your bathroom, are guaranteed to be top-of-the-line quality.

If you stay here, take advantage of the exquisite guestrooms, bars and restaurants. Location: Rosa Blvd. Core. Dry. J. Quintus SST. Manila 1000 Web: Demimondaine. Com Marimbas Blurter beach resort, Zebu Indulge yourself at the Marimbas Blurter Beach Resort in Zebu. Choose from rooms located on the beach wing (including bungalows), the garden wing, or the Mama Spa wing and enjoy authentic Filipino hospitality. This is the ideal hotel to book if you’re looking for relaxation and deluxe accommodations. Location: Marimbas, Buying, McCann Island Zebu 601 5 Web: www. Blurter. Com. PH/marimbas/home. P Budget Hotels A budget hotel is ideal for business travelers and those who don’t require frills and want to save some money. There is a variety to choose from across the Philippines and all offer affordable rooms and Filipino hospitality. If you’re looking for a comfortable bed and great bargain, opt for a budget hotel while in the Philippines. The Legend Hotels organization has hotels all across the Philippines, including the Legend Villas, Legend Palatal, Mayhap Manor, Cabana Cloacae, Cabana Cuba and Cabana Papas. Each one is owned and managed by Filipinos, which give them n authentic Filipino flavor.

They offer value rates that make rooms affordable for many people and each room is different from the others. Location: 2650 A. Boniface SST. , Magmata City 1233 Web: Lighthouses. Com. PH SST. Alien’s Inn, Magmata This boutique-style budget hotel in Magmata has a great sense of charm. It provides guests with basic amenities and is a practical choice for any traveler. Enjoy yourself in the inner courtyards and take in the classic architecture during your stay. Location: 7461 Scintilla Street, Poi del Pillar Magmata City 1230 web: Scintillating. M Hostels Hostels are the best solution for the budget traveler who likes to meet new people from all over the world. By staying at a hostel in the Philippines you can save a substantial amount of money each night, making the overall cost of your vacation much lower. Prices per person, per night, range anywhere from $5 to $50. Here are a few excellent hostels to choose from. Townhouse Manila You can’t beat paying less than $10 for a bed. The Townhouse opened in 1986 and has served as a comfortable place to sleep for people from more than 85 countries.