MR. B

CONTENT

• Context
• Symptoms & Problems
• Root cause
• Benchmark
• Solution
• Implementation plan
• Measured
• Conclusion

Context
Why it is important for hoteliers?

SYMPTOMS

• service timeliness
• food temperature
• accuracy of the order
• service consistency
• food quality
• Overall value for money

Untitled Slide

BENCHMARK

• FourSeasons
• Customers' view on preferences
• Record in details: firmness of bed

BENCHMARK

• Ritz Carlton: CTQ
• Daily report & Conference
• Guest preference cards & Mystique system

DEVELOP SOLUTIONS

• Create guests profile (regular, VIP)
• Communication (radio)
• Training
• Technology (Micros, Opera)
• Butler
• Tracking the problems

PILOT TEST

• D1. Make decision
• D2. Staff test
• D3. Friendly customer test
• D4. Customer test
• D5. Make the final decision and prepare well for Mr.B

MEASURE SATISFACTION

• Observe Mr.B reaction
• Hand him feedback form
• Approach him personally

CONCLUSION

Michelli, J.A., 2008. The new gold standard. New York: McGrawHill.
P. Crick, A. and Spencer, A. (2011). Hospitality and new challenges. Int J Contemp Hospitality Mngt, 23(4), pp. 463-478.
Manyi, J. (2011). The relationship eye tween customer satisfaction and service quality: a study of three service sector in Umea. Master. Umea school of business.