Ramada Demonstrates Its Personal Best
Autor: Mahmood Fahimi • May 7, 2015 • Research Paper • 973 Words (4 Pages) • 800 Views
Seyed Mahmood fahimi
SN: 431092147
Ramada Demonstrates Its
Personal Best
April 9, 2015
پاسخ | اجزاء تحقیق | ردیف | |
downward trend in perceived customer service, reflected by more and more respondents giving ratings on customer service | معضل مدیریتی | 1 | |
Due to the franchised system of property management, how we can execute suitable way of hiring, training, and motivating. | سوال مدیریتی | 2 | |
How to benchmark effectively from highly reputable companies for exceptional customer service | سوال تحقیق | 3 | |
Finding suitable way to enhance Ramada’s customer services to exceptional ones. | هدف تحقیق | 4 | |
روش تحقیق | 5 | ||
Twenty-four researchers spanned out to visit each of Ramada’s 900 properties within a six-month period. | روش جمع آوری داده | 6 | |
31000 employees | جامعه | قلمرو تحقیق | 7 |
Headquarters staff | نمونه (روش و حجم) | ||
The information collection team recorded employee and management input on a detailed summary form generated for each property. | روش تجزیه و تحلیل داده ها | 8 |
Ramada Worldwide offers a warm and friendly stay at nearly 900 hotels in over 50 countries around the world. They provide guests with free, high-speed wireless Internet access, cozy beds for a relaxed and restful stay, guest bathrooms stocked with San Francisco Soap Company amenities, and a variety of hotel choices to match every trip; from a family vacation or "quick stop and recharge," to a full-scale conference or lavish wedding. They are committed to creating caring experiences for every person, every time, and strive to make guests feel truly refreshed and restored during their visit! They believe in the philosophy of "you do your thing, and leave the rest to us."
If there's any place where customers are likely to be paying attention to the type of service they receive, it's within the hospitality industry. From restaurants to hotels and everything in between, your job as a hospitality service provider is to maintain customer happiness and satisfaction. Keep your customers at the forefront of your operational plans to hold your hospitality business afloat. In 1996 the latest D. K. Shifflet survey of customer satisfaction in the hospitality industry showed mid-tier hotels continuing their downward trend in perceived customer service, reflected by more and more respondents giving ratings on customer service in the 7 or lower range on Shifflet’s 10-point scale. Shifflet research highlighted three critical areas for study that could influence customer satisfaction: hiring (finding the best people to deliver Ramada’s brand of exceptional service), training (giving employees the tools to deliver exceptional service), and motivation (providing the impetus for Ramada employees to deliver exceptional service). Unlike some of its competitors, RFS is a totally franchised system. In such an environment, not only must headquarters contend with the variable human factor of all service operations, but additionally, RFS must contend with differing “exceptional service” standards among owners of the nearly 900 Ramada properties. “Due to the franchised system of property management, we needed for each management team and each employee to be committed to the change—to buy in to any new program— whatever shape it would take,” explains Pigsley.
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