HENNY SILITONGAVRUSHALI SONI

NORTHWEST UNIVERSITY

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

BEFORE

GROWTH AT ANY

COST

AFTERCHAMPION OF

THE GUEST

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.

CHAMPION OF THE

GUEST

• Increase focus on customers

• Customized service

• Hotels in key locations

• Strengthening global brand presence

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

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

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

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

3. PROGRAM MEASURING GUEST SATISFACTION

EMPLOYEE SATISFACTI

ON

GUEST SATISFACTI

ON

PROGRAM MEASURING EMPLOYEES SATISFACTION:

*Develop Metric for “EMPLOYEE

MOTIVATION AND VISION” (EMV)

*Developing new loyalty programs

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

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

• Increase brand equity.

• Brand loyalty

Training of employees

Customer recognitio

n and rewards

100% service

guarantee

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

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

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

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.

PROBABLE PROSPECTIVE STEPS:

• “Open to Express” work culture

for employees to express their

views on present strategies and

their perspective towards the

future changes.

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

“ BY TAKING CARE OF OUR GUESTS, WE’LL BE ABLE TO TAKE CARE OF OUR OWNERS”.