Carlson Wagonlit Travel
Carlson Marketing Group
Carlson Hospitality Worldwide
Carlson Leisure Group
Country Inns & Suite by Carlson
TGI Friday's
Regent Hotels
Radisson Hotel Worldwide
Italianni's
Friday's Front Row Sports Grill
Friday's American Bar
Radisson Seven Seas Cruises
BEFORE GROWTH AT ANY COST
AFTER CHAMPION OF THE GUEST
Vast geographic diversity, Inconsistent quality, Brand dilution,
GROWTH More alignment with hotel AT ANY owners than guests, and COST:
Decline in customer service and hotel management service.
Increase focus on customers CHAMPION Customized OF THE service GUEST Hotels in key locations Strengthening global brand presence
1. DEFINE SERVICE GUARANTEE
100% GUEST SATISFACTION GUARANTEE
GENUINE HOSPITALITY PROGRAM
VALUE PROPOSITIONING: CHAMPION OF THE GUEST
FULLY INTEGRATED IT SYSTEM
GUEST RECOGNITION & AWARD PROGRAM
MEASURE GUEST & EMPLOYEE SATISFACTION 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
MARKETING WITH TECHNOLOGY
Curtis-C System
Worldwide Product Distribution
Customer-KARE Systems
HARMONY Product Suite
Knowledge and Relationship Enabling
Local Service Delivery
Training-Deployment-Support
Global Data Network
Uniform Data Base Structure
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 SATISFACTION
GUEST SATISFACTION
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. Radissons 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
100% service guarantee
Customer recognition and rewards
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 RADISSONS STEPPING STONES ARE:
Conducting Employee and Vision (EMV) and Organizational Service Learning (OSL) surveys. Exploring the link between employee satisfaction and customer satisfaction
RADISSONS 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- Radissons franchise hotels 2nd benefit- Carlson Hospitality Worldwide
3rd benefit- Carlson Wagonlit Travel
BY TAKING CARE OF OUR GUESTS, WELL BE ABLE TO TAKE CARE OF OUR OWNERS.
