Oberoi hotel debarghya das for study the whole thing cos i dont know what to say PDF

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for study the whole thing cos i dont know what to say...

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Name: Debarghya Das PRN NO:18021141033

Oberoi Hotels: Train Whistle in the Tiger Reserve 1) Imagine yourself in the shoes of consultant to Mr. Vikram, What you would have recommended in terms of managing guest complaint? What is primary driver of your recommendation? Ans: A decision of refunding the charge of 3rd night reservations. It is recommended that the guests should also be provided with the other facilities free of costs as well as few complimentary gifts in order to regain the lost confidence of the customer. Furthermore, the customer should also be assured that the weaknesses identified by him would be resolved as quickly as possible. Oberoi hotel is a well renowned 5-star luxury hotels which is well known for its excellent quality services as well as exceptional customer care services. The top management of the hotel focuses extensively on the customer care services of the hotel as they think that the excellent customer care services is the only key to attract the customers towards the brand. The top management of the hotel provides various customer care facilities to its customers, which include greeting cards and presents, complimentary gifts, free birthdays and wedding gift hampers, and various discounted and complimentary packages in order to attract the customers towards the brand. The top management of the hotel has established a highly proficient customer care department, which provides its customers with questionnaire with respect to their perceptions and views related to the quality of the service of the hotel. The responses of the question aries are reviewed regularly and if any weakness is identified by the customer, then the management makes quick steps to overcome such weakness in order to maintain the quality of the services up to mark. In addition to this, the hotel offers attractive membership benefits to its valuable members which includes complimentary hotel stays, free facilities, and high value merchandise products. Moreover, the hotel organised

annual dinners and functions and monthly presentations in which the employees, members and profitable customers of the hotel are also invited. Furthermore, the hotel is also involved in various charity programs as well as it also provides donations to various human welfare institutions. This enhances the overall customer base of the hotel as well as this also acts as a competitive edge for the hotel. 2) What is your assessment of eMpower? How it incentivises front line people to be empathetic / attentive? Will it work on sustainable basis? Ans: The waiters and other staff of the hotel is trained in such a way that they identifies, observes and understands the contextual backgrounds of the customers, especially the likes and dislikes of the customers. The waiters and other staff are supposed to retain the contextual backgrounds and likes and dislikes of the customers and they provides facilities to the customers in accordance with their contextual background emphasizing on the things they like and avoiding the things they do not like. The management of the hotel also makes various strategies in order to retain the contextual backgrounds of their profitable and recurring customers to provide them services in accordance with their likes whenever they arrive. These anticipatory services offered by the hotel attract the customers towards the brand, which subsequently enhances the overall loyalty of the customers towards the brand and hence it increases the overall competitiveness of the hotel and allows the hotel to secure a leading position in the entire industry. 3) What advice do you have in terms of Oberoi's Growth plan? Ans: The top management of the hotel has a well-established and a highly skilled human resource department which makes its back breaking efforts in order to recruit highly skilled and well educated workforce who bears the necessary skills to compete in a challenging environment. The workforce recruited by the hotel are university graduates, who possess excellent communication and interpersonal skills, as well as they are well versed in English language and are highly motivated and they have a positive attitude towards learning and overall growth in their professional career. The top management of the hotel has set a code of conduct, which is required to be followed by the employees of the hotel in order to

maintain the overall professionalism and a decent & disciplinary environment within the hotel. In addition to this, 85% employees of the hotel are single in order to ensure a work life balance in the employees. Moreover, the employees of the hotel are well trained by the management of the company. A professional training with respect to dealing with customers and performing day to day activities is provided to the employees of the company. Furthermore, a performance evaluation of the employees of the hotel is made by the top management of the hotel on timely basis and attractive incentives and bonuses are provided to the best performers. Moreover, annual bonuses, effective learning, and handsome salary packages are provided to the employees of the hotel in order to keep them motivated. 4) Can it be replicated effectively in other services? Ans: Hospitality marketing is unique because it deals with the tangible product, like a bed in the hotel or food in the restaurant, but it also deals with the intangible aspects of the hospitality and tourism industry. It is about the experience in a trip and social status it brings eating in a finedining restaurant....