RITZ CARLTONINTRODUCTION: Ritz-Carlton has become a leading brand in luxury lodging by rigorously adhering to its own standards. It is the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in the nation for employee training. Its unique culture starts with a motto: "We are ladies and gentlemen serving ladies and gentlemen." One of its remarkable policies is to permit every employee to spend up to $2,000 making any single guest satisfied. Ritz-Carlton codifies its expectations regarding service in "The 12 Service Values," "The Credo," "The Three Steps of Service," "The 6th Diamond" and other proprietary statements that are taught to all 38,000 employees throughout 73 properties in 24 countries. Simon Cooper, who has led Ritz-Carlton for the past eight years, talks about what makes Ritz-Carlton, well, the Ritz-Carlton model.

“We focus on three fundamentals. First, location--making sure we get absolutely the best location, where our luxury customers want to stay. Second, product--building the right physical product for what our guests want today and what they will want tomorrow, which means an investment of between $500,000 and over $1 million per room. That's the platform. Third, people--our ladies and gentlemen serving ladies and gentlemen. They animate the platform. But you must get the first two rights. If you're not in the right location, or if you don't have the right physical product, then employees, ladies and gentlemen, can only do so much.”

The respect to the employees is the key factor of success as the Ritz Carlton show to their employees and it is also reflected in their policies, their diversity, and their understanding of the needs of the families that make up their companies. They are indeed extensions of a family with a corporate name.

NUMBER OF EMPLOYEES:38,000

SALES OFFICES:12 International Sales Offices: Atlanta, Chicago, Dubai, Frankfurt, Hong Kong, London, Los Angeles, New York, Shanghai, Singapore, Tokyo and Washington D.C..

PARTNER HOTELS:The Ritz LondonHotel Ritz MadridBali, Indonesia, BULGARI Hotels and ResortsMilan, Italy, BULGARI Hotels and Resorts

 

THE RITZ-CARLTON "BASICS" The Credo will be known, owned and energized by all employees. Our motto is: “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Practice

teamwork and “lateral service” to create a positive work environment. The three steps of service shall be practiced by all employees. All employees will successfully complete Training Certification to ensure they

understand how to perform to the Ritz-Carlton standards in their position. All employees will successfully understand their work area and Hotel goals as established

in each strategic plan. All employees will know the needs of their internal and external customers (guests and

employees) so that we may deliver the products and services they expect. Use guest performance pads to record specific needs

Each employee will continuously identify defects (Mr. BIV) throughout the Hotel. Any employee who receives a customer complaint “owns” the complaint. Instant guest pacification will be ensured by all. React quickly to correct the problem

immediately. Follow-up with a telephone call within twenty minutes to verify the problem has been resolved to the customer’s satisfaction. Do everything you possibly can to never lose a guest.

Guest incident action forms are used to record and communicate every incident of guest dissatisfaction. Every employee is empowered to resolve the problem and to prevent a repeat occurrence.

FIVE TENETS OF TQMWhile the following five principles are not the only tenets of Total Quality Management, by concentrating on these principles, employees will realize that TQM is not just another "program" that will almost certainly vanish. The key is that TQM is an integrated system of techniques and training.(1) Commit to Quality. Making quality a number-one priority requires an organizational culture to support it, and only top leadership can foster a TQM culture. Thus, the first step toward TQM must involve active support and direction from top-level managers, especially the CEO.(2) Focus on Customer Satisfaction. Customers are concerned about quality and, in fact, define it for the organization. Successful TQM companies are acutely aware of the market. They know what their customers really want and invariably meet and exceed their expectations.(3) Assess Organizational Culture. A select group of top managers and employees from different parts of the company should examine the organization, with a focus on its culture, and assess the fit between that culture and TQM's principles. This assessment, which may take several months to complete, will help management build on strengths, identify weaknesses, and set priorities.(4) Empower Employees and Teams. Although TQM is led from the top, the real work occurs "bottoms-up." Empowering employees and teams requires training them to use their authority effectively. It may also require redesigning some jobs to facilitate a team approach and modifying policies and practices that support rewards for results and other cultural elements that empower employees.

(5) Measure Quality Efforts. The ability to gauge your efforts toward superior employee performance, streamlined decision-making, supplier responsiveness, and improved customer satisfaction is endemic to the TQM process. Information gathering and analysis techniques should help identify causes of work-process problems and be well-designed, timely, and straightforward. In the end, TQM is based mostly on rational thinking and problem solving, not on sophisticated statistics and other measurement techniques.

Awards

The Ritz-Carlton Hotel Company L.L.C., which operates five-star resorts and luxury hotels worldwide, has received all the major awards the hospitality industry and leading consumer organizations can bestow. Our organization is the first and only hotel company twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce.U.S. News & World Report 2012- Best Hotels in the USA Conde Nast Gold List 2012Conde Nast Traveler: Readers' Choice Awards – Best in the World – (2011) Conde Nast Traveler : Top 270 Spas in North America, the Caribbean and Hawaii Travel & Leisure 500 – World's Best Hotels In 2011 AAA Five & Four Diamond Awards 2012Forbes Travel Guide - Five & Four Star Hotels 2012Readers of Travel Weekly Magazine vote The Ritz-Carlton Hotel Company Best Luxury Hotel Chain in 2011.

Products:

1. Rooms:The rooms in hotels are based on the Category of the hotel. The facilities in the rooms are based on the type of hotel and price of the rooms are based on the type and facilities provided in the room.The newly renovated guestroom design concept incorporates various color schemes featuring teals, golds, grays and yellows. Beautiful new desks, LG HDTV flat screen televisions, rich built-in dressers with cantilevered desks and custom-designed lamps mix seamlessly to create warm, serene, and relaxing living spaces.

Few types of rooms:

i. Standard Room       280 – 345 square feet

Choice of one king or one queen bed Most with city views

ii. Deluxe Room      

320 – 440 square feet 1 King or 2 Double beds (2 Double beds available on request only) Most with city views Marble shower-only baths Maximum occupancy of 4 people including children - King bed Maximum occupancy of 4 people including children - 2 Doubles

Marble bathroom featuring a single vanity and soaking tub with separate stall shower Exclusive Frédéric Fekkai bath amenities Choice of terry-waffle or sateen-cotton bathrobes (2) Lighted makeup mirror Hair dryer High Speed Wireless: $14.95 per night (per 24 hour period) 27 inch Sony Wega flat-screen television DVD player and a library of Academy Award-winning films featuring Central Park Multi line cordless phone with voicemail and data line capabilities Data port and fax hook-up Exclusively made 400 thread count French sateen linens Feather duvet(s) and feather bed(s) and a choice of seven types of pillows Mini bar with Dean and Deluca products and Opus One wine Coffee maker available on request, based on availability In-room safe that can accommodate a laptop Complimentary morning newspaper of choice Iron and ironing board Air-conditioning Writing desk Soundproof windows

iii. Superior Room      

365 – 490 square feet Choice of one king or two full beds Most with city views Maximum occupancy of 3 people including children High Speed Wireless: $14.95 per

night (per 24 hour period) 27 inch Sony Wega flat-screen television DVD player and a library of Academy Award-winning films featuring Central Park

Multi line cordless phone with voicemail and data line capabilities Data port and fax hook-up Exclusively made 400 thread count French sateen linens Mini bar with Dean and Deluca products and Opus One wine Coffee maker available on request, based on availability In-room safe that can accommodate a laptop Complimentary morning newspaper of choice Iron and ironing board Air-conditioning Writing desk Soundproof windows

2. Meetings:The conference rooms are provided by hotels for the meetings and other requirements as per the request by the customers. The price depends on the facilities, space and time utilized.

The Ritz-Carlton specializes in pairing ideal conference rooms with impeccable service. From exclusive board meetings, to product launches or corporate-wide celebrations, we ensure all your events are memorably excellent. The Ritz-Carlton offers over 100,000 square feet of flexible meeting space, including distinctive meeting rooms.

Other Meeting Services More than 23,000 square feet of meeting space including three levels of function space,

providing maximum flexibility and privacy On-site audio visual services Projection, sound and lighting services Comprehensive Business Center with administrative services High-speed Internet access (wired & wireless) Entertainment services

3. Club Lounge:

The Ritz-Carlton features The Ritz-Carlton Club® Lounge for guests seeking a heightened level of luxury and privacy. An option for all guests, the private Club Lounge is a peaceful, exclusive “retreat” for leisure guests and business travelers featuring private check-in and check-out, complimentary food and beverage presentations throughout the day and evening, as well as the services of a dedicated concierge. Guests enjoy complimentary wireless laptop access in the Lounge as well as an exclusive collection of DVDs, CDs and children’s books. Additional Club Lounge features include packing and unpacking services, tourism services and butler services.

4. Banquets & Halls:Banquet halls are provided by hotels for parties and functions. These halls provide extra

revenue for the hotels.

From engagement parties to honeymoons, The Ritz-Carlton welcomes brides- and grooms-to-be to one of the city's newest luxury hotels featuring comprehensive wedding services including a world-class spa, exceptional dining and luxurious wedding venues available for all or part of your wedding celebrations.

The Ritz-Carlton Wedding Packages & Services: Signature Package - Rose Hall Enchantment Hearts Embrace . Butterfly Bliss Sunset Serenity

  5. Restaurants & BarAlong with the rooms hotels provide restaurants and bars which are charged separately. This adds revenue as well as a facility for the customers who are staying in hotels.

6. SUITE:A Suite is usually two or more rooms clearly defined; a bedroom and a living or sitting room, with a door that closes between them. Many hotels use the word "suite" to define any room with a sofa in it so be sure to check thoroughly if what you really want are the two or more separate rooms.

Services:

i. Discover With YouThere are so many experiences to treasure from a vacation at The Ritz-Carlton. Whether enjoying a specially prepared dinner for two or taking part in one of our unique destination activities, we offer countless ways to make memorable experiences. Take advantage of our Discover with you package and enjoy deluxe accommodations, daily American breakfast for two and a daily hotel or resort credit. The Discover with You package includes: Overnight accommodations

Daily American breakfast for two each morning in the restaurant Daily credits:

o $50 USD daily credit for city hotelso $100 USD daily credit for resorts

Destination experience once per stay

ii. Treat YouThe Ritz-Carlton Club Level offers you all the service and amenities you've come to expect from us, but with even more individualized attention. Snacks and beverages are presented throughout the day, and a personal concierge is available to assist you with everything from hard-to-get restaurant reservations to changing your airline flights.

Overnight accommodations on The Ritz-Carlton Club Level Hotels' choice of overnight valet parking or roundtrip airport transfer Daily internet access in guest room One complimentary night, minimum night stay varies by hotel

iii. Comfort YouEscape to The Ritz-Carlton and take pleasure in a package that improves upon perfection with luxury accommodations, valuable credits, and complimentary meals. The Comfort You package includes: Overnight accommodations

Hotel or resort credit Resort locations offer daily American breakfast for two in select hotel restaurants

iv. Exclusively for American Express CardholdersDiscover the excitement of a new city. Escape to a luxurious resort. Whatever your pleasure, The Ritz-Carlton makes any vacation sensational. Make a reservation with any American Express® Card and enjoy daily American breakfast for two in the restaurant, valuable hotel or resort credits, and much more. Exclusive Package When You Pay With Any American Express® Card includes: Overnight accommodations

Daily American breakfast for two each morning in the restaurant Daily hotel or resort credit Destination experience once per stay

v. Bed & Breakfast Overnight accommodations in a Superior Room Breakfast for two Overnight valet parking

vi. Family Fun Explorer Package

Starting at $489 USD per night Accommodations in a Superior room Kids eat free - One kid's entree with each paid adult entree in Parallel 37. Not offered

through in-room dining or in The Lounge Two Adult CityPASS tickets (valued at $69 each) which include

  * 7-day pass on Muni & Cable Cars   * Admission to California Academy of Sciences   * Admission to Aquarium of the Bay   * Admission to San Francisco Museum of Modern Art (SFMOMA)   * Admission to de Young Museum - OR - Exploratorium   * One hour Bay Cruise Adventure or 30 minute RocketBoat ride      (RocketBoat May - October) on Blue & Gold Fleet

PROCESS

Staff selectionMillennium partner had a right to approve the individual for selection of a general manager and marketing position and the controller. Then these executive manager than selected their general manager who in return responsible for hiring line_staff members

Employee selection The Ritz Carlton has a long-term relationship with Lincoln, Nebraska, based Talent-Plus, an international psychological selection and human resources consulting firm. In order to place people in roles where they are most likely to be successful, a Quality Selection Process (QSP) was developed in partnership with Talent-Plus. The Ritz-Carlton QSP sets a standard of excellence in “casting” the right person to the right job, ensuring the best customer service. “By conducting research with employees and customizing interviews, candidates are identified who are most likely to be the best performers in specific roles. A Talent Benchmark for all hotel positions from housekeeper to General Manager has been established. Candidates are then compared to the appropriate benchmark, enabling the company to hire individuals with attributes and characteristics most like their current top performers.

Employee Orientation

“No employee can begin work at a Ritz-Carlton Hotel without first attending orientation period.”

The hotel General Manager always conducts the first hour of orientation, communicating and modeling the attitude and culture that defines the Ritz-Carlton service promise At the end of the two-day indoctrination, employees buy in and become a part of the Ritz-Carlton “mystique” they refer to, not just working for the company A six-hour follow-up to orientation, termed Day 21, takes place about three weeks after the new employee’s start date. Again, the General Manager conducts the first hour soliciting feedback about the new employee’s training and experience to date. Within an open and free atmosphere, the GM asks, “How is it going? What did we miss in your training? Are there issues we need to discuss or explain?” The Day 21 meeting allows to fill in any holes that were not covered in the initial orientation. Orientation does not stop even after Day 21. The Ritz-Carlton Hotel Group requires all employees to be re-oriented annually at the Day 365 orientation and awards meeting. This one day meeting with lunch is used to remind and reinforce the Gold Standards including the Credo, Motto, Service Values, and Employee Promise. A recertification test is not a concern because employees have averaged 120 hours of training at this point. Service recognition for one, five, and ten years of employment are also made at the Day 365 significant emotional event.

TrainingFirst Class employee selection and a memorable orientation on day one set the stage for an ongoing training program that is as much a part of the company’s culture as is the Gold Standard Service. Each Ritz-Carlton Hotel has a full time Director of Training and each department has one person with training responsibilities. With an average of 120 and as many as 200 hours of training the first year, Ritz-Carlton associates are programmed for success. Top performers in each of the hotel’s 35 departments are drafted to be trainers in their areas of expertise. They become certified by attending a three-day “Train the Trainer” event and are provided customized curriculum and a rigid training schedule specific to their department. The Ritz-Carlton training program ranks in the top 10 annually of Training Magazine’s list of the Top 100 Training Organizations

Daily LineupMuch like a “team huddle”, the Ritz-Carlton Lineup is the system-wide 15 minute gathering of employees every morning in their departments. The Lineup schedule is standard throughout the company; five minutes discussing what is happening at the corporate level, another five minutes talking about their hotel events and gatherings of the day and week and important guests arriving, and finally five minutes reviewing one of the Gold Standards 20 Basics. The Lineup allows daily communication and maintains a sense of purpose for all employees

Employee empowerment. The Lineup is also used to reinforce the company’s long-standing principle of employee empowerment. Employees cannot evade difficult situations by muttering, “It’s not my job.” In the Lineup, Ritz-Carlton team members are reminded that job descriptions are irrelevant when guest satisfaction is at risk. Even

a new employee can commit up to $2,000 of the hotel’s dollars to quickly resolve a guest concern. It is one of the fundamentals of the world-class service provided by the Ritz-Carlton Ladies and gentlemen

Customer Service and SalesCustomer Service and Sales are synonymous at the Ritz-Carlton Hotel Group. All sales and reservations positions require the same training and customer service skills as any other hotel employee. The job description for a sales reservation agent includes the signature requirement to have the

“Ability to project a positive attitude over the telephone and have the spontaneous desire to assist others and provide excellent service.”

Advertising

Ritz Carlton is going for the road-less-traveled approach with its new ad campaign"Let Us Stay With You".

The slogan actually refers to the brand's commitment to making each guest's experience as memorable as possible.

“Which at first sounds like they are asking to spend the night at your houses” Digital initiatives such as our Foursquare World Concierge further support our efforts to stay with our guests where ever they are, and to add value to their lives even when they’re not traveling with The Ritz-Carlton.

Feedback

The Ritz-Carlton follows the brand’s procedures for evaluating negative feedback about the property. Guest issues first are communicated by the receiving employee, resolved and discussed daily in meetings. They are also documented and reviewed on a weekly, monthly and quarterly basis. For reoccurring issues, teams are built by employees finding root cause and ultimate solutions. This system is backed up by a third-party engagement survey by Gallup and each executive team’s incentive is based on high and consistently increasing satisfaction throughout the company .they have a guest-feedback manager who reads all the feedback letters and guest feedback forms that are filled out on departure, and either she will respond to the guest or the relative manager or GM will do so.

People

Ritz-Carlton Customer Experience Philosophy The biggest challenge with this “Ritz-Carlton Customer Experience Philosophy" is that in order to provide more benefits to the customer, organizations are confronted with additional costs to provide them. More employees, better technology, more exclusive interior require higher prices if profit margins want to be sustained.The effect of higher prices is that customer-perceived value, the ratio between perceived benefits and perceived sacrifice, is only slightly improved. Perceived sacrifice includes all the costs a

buyer faces when making a purchase while the perceived benefits are the combination of physical attributes, service attributes and technical support.

The "Ritz-Carlton Customer Experience Philosophy" creates remarkable customer experiences through extraordinary benefits at extraordinary

prices.

Customer•Business class•Executives•Tourists•Local people using hotels for pleasure•Party goers•Study groups•Work groups

Customer perception•Excellent conditions•High class treatment•Effective time management•Value for money•Rise in social status•Safety & Security•Hygiene

Employee•Receptionists•Bell boys•Laundry servicemen•Butlers•Room service•Managers•Cleaners•Assistants for guests•Chefs•Waiters etc

The Employee PromiseAt The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened

Environment   A slate of eco-friendly firsts was unveiled when The Ritz-Carlton, Charlotte opened in October 2009, from a green, vegetated roof to employee uniforms made of fabric derived from regenerated plastic bottle materials.

  Leadership in Energy and Environmental Design The first environmentally-built hotel for greater Charlotte, the 146-room Ritz-Carlton was designed to attain LEED® Gold certification in two distinct categories .This dual certification would set a new benchmark for the luxury hotel industry. LEED, which stands for Leadership in Energy and Environmental Design, is a multi-category green building rating system developed by the U.S. Green Building Council. Certification is awarded to select properties based on their site sustainability, water efficiency, energy use and atmosphere, materials and resources, indoor environmental quality, and innovation in design for a new building or innovation in operations for an existing building

The Community Footprints FundIt was established to supplement the Community Footprints efforts of our properties around the world and support broader-based charitable causes. The Fund is formed as an Internal Revenue code, as part of the Community Foundation for the National Capital Region public charity

Engage. Contribute. Inspire.   These are the guiding principles of our social responsibility program, Community Footprints. They have served us well since our first mission statement when we vowed that all Ritz-Carlton hotels would be “positive, supportive members of their communities and sensitive to the environment”. From tackling poverty and supporting children to simply making the environment a better place, we strive to make a difference

Hunger and Poverty Relief :  There is no simple way to break the cycle of poverty, but in our communities we partner with community organizations and social enterprises to concentrate our energies where we can make the biggest difference. From building homes, cooking and serving food at shelters and providing essential resources, every contribution helps.  

Well-being of Children :   There is nothing worse than lost potential, especially for a child. Our properties are proud to partner with local organizations that provide a safe haven and nurturing environment to children. These efforts include participating in literacy programs, building libraries and playgrounds, and offering job readiness and workplace training to disadvantaged youth.  Through Succeed through Service, these efforts extend to career exploration, mentoring and service-learning.

Eco-conscious featuresThe Ritz-Carlton, Charlotte’s use of a sophisticated Natura® water purification system should divert 73,000 plastic bottles from landfills, save more than 104 barrels of oil, eliminate nearly 49 tons of CO2 emissions and save almost 605,000,000 BTUs of electricity each year. The hotel’s state-of-the-art air transfer system efficiently circulates outside air into guest rooms and suites, and its bi-level penthouse Wellness Center utilizes only organic spa products. Hotel meeting space features recycled aluminum conference tables, and parking is complimentary for Hybrid vehicle

Environmental Conservation: We are committed to working towards a more sustainable future by protecting and preserving natural resources. Ritz-Carlton Environmental Action Conservation Teams (REACT) at each property implement environmental best practices designed to minimize our environmental imprint. Locally, our employees also work to better the environment through native plant restoration projects, the protection of endangered species, creation of community gardens and beach and roadside clean-ups. Conservation efforts include: The resort maintains an extensive recycling program. Plastic water bottles, cardboard, white paper, newspaper, glass, batteries, ballasts, fluorescent light bulbs, toner cartridges and scrap metals are all recycled. In the guestrooms, biodegradable bags are offered for guests to recycle of paper, plastic and glass items. Guests also receive their newspapers in reusable cloth bags. Guestroom key cards are recycled as well. The resort offers a linen/towel reuse option and has a laundry water recycling system that filters and reuses water from the washing machine. Additionally, the resort’s irrigation timers utilize rain sensors and aerators throughout the resort. The resort participates in a food scrap recycling program through the City of Dana Point that diverts food waste from landfills to a composting facility where it is processed for reuse. Guest Services offers hybrid and/or high-energy vehicles for ground transportation whenever possible, and discourages idling of ground transportation in the Porte Cohere. Electronic reader boards are located throughout the property and public spaces are oxygenated with live plants. The resort has the Ritz Energy Action Conservation Team that looks at ways to conserve throughout the property. In addition, the hotel employs a third party energy consultant that reviews operational efficiency, monitors energy usage, and recommends new equipment purchases. 

For guests wanting to enhance their program with additional options, we can partner with you on the following conservation measures.

Upon arrival, guests can experience a paperless check-in/out and an email receipt can be offered.

Unused guestroom amenities can be donated to a local shelter – Laura’s House or Olive Crest.

Left over banquet food can be donated to organizations such as Second Harvest Food Bank, “Rock and Wrap it Up” or a local soup kitchen.

Rain Forest Alliance certified coffee and Organic Fair Traded certified Tea can be incorporated into the program.

Banquets can utilize cloth linens, ceramic or glass drink ware and tableware, and metal flatware for all meal functions. They can also prohibit plastic water bottles and replace with reusable water bottles for functions.

SOLO HOTEL

INTRODUCTION: Sargodha city is one of the developing cities of Pakistan. In recent years a lot of developments have been made in different sectors and infrastructure. Sargodha hotel industry has witnessed a lot of improvements and as for as credential hotels in Sargodha are concerned SOLO HOTEL & RESTAURANTS has stepped its foundations with concrete basis of Quality Services to its customers by applying Quality approaches in its different processes.

SOLO HOTEL & RESTAURANTS initiated its services 15 years ago in 1997. The vision of its owner Malik Ashraf Umer was to provide quality food and living facilities along with marriage hall and ……………… Sarghodians have always been fond of eating good quality food so SOLO Hotel took step analyzing the developing market scope of Sargodha. For little time span there was a stoppage in the services of SOLO Hotel due to some internal management issues but four years before it again started its services with new quality services approaches and change in outlook.

Since then Mr…………….is provided his services as manger. He is over all controlling all the processes and management of SOLO hotel. Besides the main objective of providing quality food and services to customer SOLO’s management is planning to expand its building by purchasing the land attached to the building for purpose of better services provision. As Sargodha is full of full of food loving people so a lot of hotels are working in this regard. The main competitors of SOLO hotel are Q’s International Hotel and

PC Hotel but SOLO Hotel is leading its way in better food taste and services because whenever players of National Cricket Team come in Sargodha they use to stay in SOLO hotel.

SOLO Hotel & Restaurant is situated at Railway road near Khiyam cenima. This location is much suitable because it is in the middle of city surrounded by busy markets and residencies. Thus people can easily approach to SOLO Hotel without any trouble.

PRODUCTS:Solo hotel provides variety of products for the customer satisfaction. These products includes the following.

Restaurant Hotel Party hall

(Conference hall, Marriage hall)

RESTAURANT:

When we say a Restaurant it is completely a place where we can only take food. there is a big LCD TV f

or customer entertainment. Special baby seats in restaurant. In restaurant the solo hotel includes the following foods

(Food categories)

Pakistani food Chinese food Continental food Bar be que Salad bar Dessert Drinks Ice cream

(Food items)

MEAT

Beef Chilli

Chicken Chilli

Chicken Tandori

Chicken Karahi

ChickenTikka Masala

Chicken Qorma

Chicken Saag

Chicken Chilli

Chicken Sweet&Sour

Beef Seekh Kabab

Beef Behari Kabab

Goat/Lamb Karahi

Goat/Lamb Kofta

Fish Spicy Fried

DESSERTS

Shahi Kheer

Fruit Custard

SANDWICHES

Chicken Sandwich

Egg Sandwich

Beef Sandwich

Club Sandwich

CHINESE

Hot & Sour Soup

Hot & Sour Soup

Chicken Corn Soup

Chicken Corn Soup

RICE

Plain Rice

Chicken Fried Rice

Vegetable Fried Rice

Egg Fried Rice

Beef Fried Rice

BEVERAGES

Soft Drinks

DEALS:

Solo hotel is customer centered hotel that not only provides food according to the taste of customers but also offers many deals for the attraction of their customers these deals includes the following.

Breakfast deals Lunch deals Dinner deals Parcel deals Snacks deals

HOTEL:

 when we say Hotel it points to a place where we stays where we are away for any vacations or any

business meetings .Solo hotel also provide hotel services gaining the more satisfaction of their customers. The detail of solo hotel is as follows.

The distinctive points of solo hotel are that it maintains the records of the following:

Additional rooms and rates – the user adds additional rooms if required

Input guest details – such as name, address, email address etc.

Input payment details – such as credit card details or other payment method

ROOMS:

There are 16 rooms in solo hotel, and the type of rooms available is…

Master bed Twin bed Triple bed

There are attached bath room with each room.

FACILITIES:

Air conditioner Dressing Wardrobe Television Room refrigerator Fully carpeted rooms Place for offering prayer Good ventilation system

There are airy and wide corridors in solo hotel.

PARTY HALL:

Solo part hall includes

Conference hall Marriage hall

For meeting and exceeding the customer expectations solo hotel also provide the facility of part hall, these hall may be used for variety of purposes. As for birthday parties, seminars, meetings, marriages, engagements etc .there is capacity of 400-500 persons in these halls.

FACILITIES:

Stage Chairs and dining tables Customized decoration Side rooms Bride room Wash rooms Proper lighting Air conditioners

SERVICES:

The present-day development of hotel industry is characterized by imposing the global trend towards a considerable quantitative excess of supply over demand. As a consequence of this, hotel industry has been developing under conditions of a strongly competitive business environment.

Service delivery in hotel industry can be regarded as a combination of activities and technological processes, which provide for tourists the necessary conditions for the purchase and the consumption of the hotel product.

There are three main elements of service operations:

Customers staff physical environment (buildings, equipment and financial resources)

These three components are correlated and must be in a harmonious balance. The role of the Physical environment is to satisfy customers’ needs through the skills of the staff. According to the authors, many of the problems in hotel service delivery derive from the lack of balance between the three elements.

The direct interaction between customer and employee turns out to be a critical moment in the service-performance, because the direct contact determinates to a great extent the whole perception and the final assessment of the guest concerning his stay in the hotel.

The model „guest cycle” comprises four stages:

Pre-arrival arrival accommodation stay departure

During each stage different operations and procedures on rendering basic and additional services to the guest are carried out. These operations form the technological process of servicing tourists in the hotel.

Thus, for example, during the first stage - “pre-arrival” – two main operations are carried out: information and reservation, during the second stage: reception, registration and accommodation of the guest, during the third: rendering basic and additional services and during the last stage: payment and seeing the guest off. Subsequently the model “guest cycle” has been developed further, adding to it a fifth stage – evaluation/follow up.

The other services provided to their guests are:

1. reservation2. meeting guests3. check in4. accommodation5. house keeping 6. additional services7. payment 8. check out

Solo hotel also provide other beneficial services for their customers the additional services includes:

Creation of comfort in the hotel room Creation of better conditions for the guest’s living standard Ensuring medical services Communication services Sports equipment Parking lot Currency exchange Home delivery

PROCESSES:For meeting the customer requirements there are many processes that are programmed by the hotel management. Solo hotel is striving for greater satisfaction of their customers so they are continuously improving their processes after reopening of the hotel. Processes include the following.

cooking of food Hiring and recruitment of hotel staff Training of staff advertise and market complaint handling customer feedback

COOKING OF FOOD:

The basic process of solo hotel is cooking of food. converting of raw food into edible form. There are 3 cooks in solo hotel and there are 5 helpers for these cooks. They cook the food according to the requirement of the customers as the sale of the hotel is not very high so food is only cooked when required.

HIRING AND RECRUITMENT OF HOTEL STAFF:

One of the biggest challenges restaurants face is a lack of qualified labor. In order to get and retain qualified employees, make sure your pay scales relate clearly to the job's duties and responsibilities. In addition, find out what other restaurants are paying their employees so that you can be competitive in the job market. Solo hotel recruit employees when required and try to recruit already trained employees and pay them handsome salaries as compared to their competitors.

TRAINING OF STAFF:

An important process of solo hotel is the training of the staff. There is a supervisor in the solo hotel that trains the new staff. Addition to training of new staff that supervisor daily deliver lecture on manners to the waiters, this supervisor is responsible for check of all the staff.

ADVERTISE AND MARKET:

For the purpose of promotion solo hotel distributes broachers to the residents of Sargodha. But there is not any fixed method of promotion. They adopt the plan according to their requirement. There is also no separate budget for promotion it depends upon the sales volume .when there are high profits than hotel management spend on promotion.

COMPLAINT HANDLING:

Another important process of solo hotel is handling of complaint of their customers. The manager himself handle if any complaint arise in the hotel. This is the good point of the hotel that the manager is so concerned that he himself handles the complaints. Customers of solo hotel feel good when they have direct interaction with the manager.

FEEDBACK:

There is a feedback card in solo hotel that is given to all of the customers after providing required service to them. The manager evaluates the feedback cards and if there is any suggestions that are feasible, the steps are taken for its accomplishment. So we can say that customers are valued in the solo hotel.

PEOPLE:Employees:

Manager receptionist Supervisor Waiters Staff boys Room attendants Sweepers

Customers:

Business class

Executives Tourists Local people using hotels for pleasure Party goers Study groups Work groups National

Environment:Environment always plays a significant role in hotels for provision of quality services not only to customers but also for the better working of employees. As better and supportive environment provide comfort and leisure to customers and employees’ abilities groom and their commitment towards employer also increases when they are provided with good working environment and conditions.

Environment of SOLO is much comfortable and supportive to both customers and employees. Staring from entrance there is reception at the left side which main purpose is to welcome the entrances of SOLO hotel. Reception is equipted with modern technology of computer facitlity which keep all the records of services along with rates and also the records of its customers in order to have better customers’ insight. Services’ brochures and contact cards are available at reception. Moreover customer feedbacks are also entertained at reception along with other queries. Reception avenue also provides sitting facility with comfortable sofas.

The main service hall is wide area covering enough space to accommodate large number of people at one time. This main features of service hall are:

Family hall. four chairs table 8 chairs table Lights with pleasant effect Air conditioners Artistic work on walls Main service counter LCD and Music system

At the basement there is party hall which is used for meeting and marriage ceremonies purposes. Main facilities available at party hall are:

Tables and chairs Dice Electronic sound system Air conditioner Lights

A wide hall is also specific for marriage ceremonies with stage, sitting arrangements, and boufy. At basement special care is directed by SOLO management for keeping the environment comfortable and according to the requirements.

As for as environment of rooms of SOLO is concerned it specially takes attention because customers spend larger time by staying in rooms thus require more environmental care and safety. The environmental steps taken by SOLO management in regard of room’s safety and comfort are:

Cleanliness Proper ventilation Attached washrooms Comfortable beds Air conditioners Telephone facility

As for as environment of SOLO Hotel for employees is concerned it has always been supportive, caring, learning and informative accordingly. Following steps are taken to better environmental provision to employees and proesses:

Supportive management Health and safety facilities Pay and rewards Learning Inspection Security Cooperation

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INTERVIEW

INTERVIEWER: assalam-o-alikum

MANAGER: walaikum salam

INTERVIEWER: we are the students of MBA university of Sargodha

we are assigned a project of total quality management we choose the

industry of hotel management for our project.

first we want to know about the background of solo hotel …when it

started it started its operations, what about its chains etc.

MANAGER: it started its operations 15 years ago in Sargodha under

ownership of single man MALIK ASHRAF ,for few time span it

remained closed but one year before it again started its operations. Since

than I m(aamir riaz) the manager of solo hotel.there is no chain of solo

hotel neither in Sargodha nor in other cities.

INTERVIEWER: what is your qualification?

MANAGER: I m MBA (marketing) from virtual university

INTERVIEWER: what is your experience in this field?

MANAGER: before joining the solo hotel I was working in pak

continental hotel Sargodha for 2 years.

INTERVIEWER: what changes made by solo management after its

reopening?

MANAGER: we made changes regarding decoration, environment,

outlook, food taste according to customer requirements. Because

customers value these things more.

INTERVIEWER: how you manage different demands of different

customers?

MANAGER: we treat customers on equality basis with respect to their

needs and requirements. Our main focus is to provide best services to

our all customers.

INTERVIEWER: how do you know that your customers are satisfied

with your services and quality of food provided by you?

MANAGER: customers are given feedback cards after the service

provided to them on which they give their views regarding complaints

and suggestions. I myself interact with customers during their meal.in

case of any deficiency corrective measures are taken promptly.

INTERVIEWER: what are your total offerings?

MANAGER: we offer restaurant, hotel and part hall customized

services according to the customer taste.

INTERVIEWER: sir suppose the food provided by you is not liked by

the customer, what you people do to correct this problem?

MANAGER: we simply change the food according to the requirements

of the customer.

INTERVIEWER: do you charge extra amount for changing the food?

MANAGER: as our customers are our first priority, so we don’t charge

any extra amount for keeping our customers loyal with us.

INTERVIEWER: is there any occasion in your past that your

customers are not treated properly by your staff?

MANAGER: no wayyyyyyyyyy…………..we recruit our staff very

carefully and trained them accordingly, that’s why we are certain of not

having such occasion neither in past nor we hope in future.

INTERVIEWER: what you think what are the main preferences of

your customer when they visit your restaurant?

MANAGER: defiantly customer’s focus on how they are being well

treated that’s why we warmly welcome our customers and takes care of

them properly during their stay.

INTERVIEWER: how u manages the customers when there is already

filled place in your restaurant?

Manager:if there is such type of issue we manage it by providing them

our hotel room for having their meal.

Interviewer: how you assure your quality of raw material used for

cooking food?

Manager:certainly it is the main issue and we handle it properly.by

purchasing our material from certified companies, even we know the

quality of salt being used.

Interviewer:do you e yourself also handle the purchasing of the

material?

Manager:i just control the process but main purchasing is done by the

purchasing department.

Interviewer: what is your distinctive edge as compared to

other/competitors?

Manager:there are some special dishes that we offer to our

customer,these dishes are specified with our name,and majority of

customers visit our hotel specifically for these dishes.

Interviewer: are you having any certificate regarding quality?

Manager:no we don’t have such type of certificate.

Interviewer:are you striving for any certificate regarding quality such as

halal, ISO or baldrige award?

Manager:no at this time we are just focusing of extension of our

business.

Interviewer:what are you doing for extension of your business?are you

opening any chain?

Manager:we don’t have any plan of chain system, but we have

purchased some land attached with our present location for expansion of

solo hotel.

Interviewer: how you promote your hotel?

Manager: For the purpose of promotion solo hotel distributes broachers

to the residents of Sargodha. But there is not any fixed method of

promotion. we adopt the plan according to the requirement. There is also

no separate budget for promotion it depends upon the sales

volume .when there are high profits than hotel management spend on

promotion.

Interviewer:is there any external department for approving the quality of

food?

Manager:yes!ofcourse health department of Sargodha inspect our food

on regularly basis.

Interviewer:how you recruit your employees?

Manager: we recruit employees when required and try to recruit already

trained employees and pay them handsome salaries as compared to our

competitors.

Interviewer: how you train your employees?

Manager: There is a supervisor in the solo hotel that trains the new staff.

Addition to training of new staff that supervisor daily deliver lecture on

manners to the waiters, this supervisor is responsible for check of all the

staff.

Interviewer: thank you sir for your cooperation.

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RITZ CARLTON VS SOLO HOTEL