Operations management in Radisson Hotel
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HENNY SILITONGAVRUSHALI SONI
NORTHWEST UNIVERSITY
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Carlson Hospitality Worldwide
Radisson Hotel
Worldwide
Country Inns & Suite by Carlson
TGI Friday's Regent Hotels
Italianni'sFriday's Front
Row Sports Grill
Friday's American
Bar
Radisson Seven Seas
Cruises
Carlson Wagonlit
Travel
Carlson Marketing
Group
Carlson Leisure Group
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BEFORE
GROWTH AT ANY
COST
AFTERCHAMPION OF
THE GUEST
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GROWTH AT ANY COST:
• Vast geographic
diversity,
• Inconsistent quality,
• Brand dilution,
• More alignment with
hotel owners than
guests, and
• Decline in customer
service and hotel
management service.
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CHAMPION OF THE
GUEST
• Increase focus on customers
• Customized service
• Hotels in key locations
• Strengthening global brand presence
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1.DEFINE SERVICE GUARANTEE
VALUE PROPOSITIONI
NG: “CHAMPION
OF THE GUEST”
100% GUEST
SATISFACTION
GUARANTEE
FULLY INTEGRAT
ED IT SYSTEM
MEASURE GUEST &
EMPLOYEE SATISFACTION PROGRAM
GUEST RECOGNITI
ON & AWARD
PROGRAM
GENUINE HOSPITALITY
PROGRAM
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PLANNING & DELIVERY OF SERVICE GUARANTEE
*Enhance “Yes I can” & “Second Effort”
training program
*Training using “Train the Trainer” approach
*Conduct Pilot test on selected hotels
*Financial analysis of this program
* Implement program on other operating
groups & worldwide
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2. FULLY INTEGRATED GUEST INFORMATION SYSTEM
Curtis-C System
Customer-
KARE Systems
HARMONY Product
Suite
Worldwide Product
Distribution
Knowledge and
Relationship Enabling
Local Service
Delivery
Training-Deployment-Support
Global Data Network
Uniform Data Base Structure
MARKETING WITH TECHNOLOGY
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FULLY INTEGRATED GUEST INFORMATION SYSTEM
* Implement LEAN Culture
*“Express Yourself” pre-arrival online
check-in
*Self check-out service
*Collect more data on competitors
from Gallup
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3. PROGRAM MEASURING GUEST SATISFACTION
EMPLOYEE SATISFACTI
ON
GUEST SATISFACTI
ON
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PROGRAM MEASURING EMPLOYEES SATISFACTION:
*Develop Metric for “EMPLOYEE
MOTIVATION AND VISION” (EMV)
*Developing new loyalty programs
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PROGRAM MEASURING GUEST SATISFACTION
*Develop Service Quality Performance Metric *Willingness to return
*Percent advocates
*Percent defectors
*Percent Complaints
*Survey
*Loyalty Program (Gold Bond Stamps, Frequent flyer
programs)
*Measure Financial Impact
*Incorporate Email for Complaints/Feedbacks
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4. Radisson’s commitment to service quality in franchise Radisson hotels:
YES/NO
*YES! They should provide same standard of service quality in all franchise hotels
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• Increase brand equity.
• Brand loyalty
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Training of employees
Customer recognitio
n and rewards
100% service
guarantee
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CONVINCE HOTEL OWNERS
• Proper research before program
implication
• Introduce if pilot study is
successful,
• Take help of data available from
Customer KARE to support this
strategy
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CONVINCE HOTEL OWNERS (Continued)
• Phased roll out strategy for
introducing various franchise
hotels in this program
• Meeting with hotel
management teams and hotel
owners about their role and
ownership in this strategy
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5. Aligning the goals of staff and management
RADISSON’S STEPPING STONES ARE:
• Conducting Employee and Vision (EMV) and
Organizational Service Learning (OSL) surveys.
• Exploring the link between employee satisfaction
and customer satisfaction
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RADISSON’S STEPPING STONES ARE (Continued):
• Enhancing “Yes I can” program and
“Second Effort Program” .
• Providing information to hotel
management teams, managers, owners
and district directors.
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PROBABLE PROSPECTIVE STEPS:
• “Open to Express” work culture
for employees to express their
views on present strategies and
their perspective towards the
future changes.
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CORPORATE MANAGEMENT AND STAFF :
• “Systems Thinking” approach
• Analyze the profits lying for the
Carlson Companies as a whole by
incorporating new strategy in Radisson.
• 1st benefit- Radisson’s franchise hotels
• 2nd benefit- Carlson Hospitality Worldwide
• 3rd benefit- Carlson Wagonlit Travel
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“ BY TAKING CARE OF OUR GUESTS, WE’LL BE ABLE TO TAKE CARE OF OUR OWNERS”.
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