Shangri-La Case Study - 1881 Words

1.0 INTRODUCTION: SHANGRI-LA HOTELS RESORTS [pic] The hospitality industry constitutes an economic sector with the fastest growth worldwide. At present, the industry continues to receive recognition as a profitable and progressive industry. The hospitality industry offers diverse opportunities for employees and varied services and features to customers. This means that overall industry actual and potential provisions are unlimited, which accounts for continuous shifts or adjustments contributing to industry viability. Diversity in employment and service offerings of the international hospitality industry has resulted to the higher number of people employed in the hospitality industry more than in manufacturing firms.†¦show more content†¦The culture also encouraged employees to take responsibility for customers’ satisfaction. Shangri-La Care Shangri-La Philosophy was to develop local talent to world class expectation. The company launched its culture training program. î€ Care Module 1: Shangri-La Hospitality from caring people. î€ Care Module 2: Delighting Customer î€ Care Module 3: Recover to Gain Loyalty î€ Care Module 4: Take Ownership Compensation System The three-tier compensation structure was designed to support organizational goals at various levels. At the first level, which included hotel general managers and division heads, compensation included a salary and a bonus. The bonus was tied to financial results (i.e., gross operating profit and gross operating revenue attainment) to help hotels reach goals. Compensation for the second tier, which included level two and three employees, was linked to financial results and, more specifically, to customer satisfaction and customer loyalty scores, which were key indicators of how well Shangri-La executed its strategy. In the third tier, which included level four and five employees, there was a common bonus pool that linked compensation not to individual performance, but to overall property performance. Career Path The company’s career path was designed toShow MoreRelatedShangri-La Case Study2914 Words   |  12 PagesShangri-La Hotels Shangri-La Hotels and Resorts is a deluxe Asian hotel chain and was founded in 1971 in Singapore by the Malaysian-Chinese tycoon Robert Kuok. The name Shangri-La means â€Å"eternal youth, peace and tranquility† and embodied the serenity and service for which the hotel chain was renowned throughout the world. As of 2006, Shangri-La had four main business segments: hotel ownership and operations, property development including commercial buildings and serviced apartments, hotel managementRead MoreShangri-La Case Study2398 Words   |  10 Pages1. What are the key elements of Shangri-La Hotel’s strategy? Which of the five generic competitive strategies described in Chapter 5 is the company employing? What is Shangri-La’s strategy for competing internationally? Firstly, the elements involved in a company’s strategy can be separated into two categories: internal and external ones. Based on our research, we believe that the key elements that in Shangri-La’s strategy are the internal ones that include management, organisation culture, employeeRead MoreAnalysis of Shangri-La Hotels3173 Words   |  13 Pages 2. Overview of Shangri-La Hotels amp; Resorts ----------------------------------------- 1 3. Board environment analysis -------------------------------------------------------- 2-3 4. Organizational resources of Shangri-La ----------------------------------------- 4-5 5. Hotels’ Strategies -------------------------------------------------------------------------6 6. Key issues confronting the Shangri-La --------------------------------------------7-8 Read MoreChange Management- Shangri-La 20003516 Words   |  15 PagesChange Management- Shangri-La 2000 Introduction The paper reviews the changing event of organizational culture of Shangri-La Asia Limited (hereinafter referred to as â€Å"Shangri-La†) held in the 1990s. In spite of enjoying some appreciable profits and rapid development of the scale of the company in the early 1990s, their management concerned the urgency of change in organization culture in order to enhance customer loyalty through creating a common goal and a set of common values within the organizationRead MoreLabour Turnover8464 Words   |  34 Pagesis especially true in the case of the hospitality industry. In this industry, the focus is more on the service rendered to the public; hence there is a distinct possibility for it to be indistinguishable and interchangeable. Though the external environment has been regarded by numerous organisational studies to be one of the key elements for organisational success, this end could not be achieved without initially having a strong and stable internal environment. This study will focus on that elementRead MoreHow Hotel s Management Attitude And Approach Towards Negative Comments Essay1845 Words   |  8 Pagesdescriptive research is to determine the goal of the study, which is this case is to evaluate how hotels respond to negative comments in user-generated review websites and how their response resonates with the existing and potential guests. According to Lane (2012), developing an objective of the study guarantees that the data collected are pertinent to the questions raised. Step 2 The next step is to design the methods of data collection. Since this study focuses on negative comment on travel websitesRead MoreBenefits Of Television Travel Programs Essay1449 Words   |  6 Pagescommunication strategy. But most studies of TV travel programs are with the attention being given to tourism management and tourism economy, there has been few studies on the cross-cultural communication of travel programs. Therefore, the study of Travelogue’s past prosperity and today’s running state in the perspective of cross-cultural communication may fill the research blank. In this paper, the author lays points on both content and format of the program. Firstly, theme study of content includes the geographicalRead MoreScientific Management vs Human Relations1608 Words   |  7 Pagesworkers’ social welfare, needs, and health will increase the productivity, as Mayo saw the worker as a ‘Social Man’. That feeling of importance also meant workers were generally happier, which in turn enhanced their work output, as proven in Hawthorne study. According to Taylor, scientific management uses stopwatch method to get standard time and standard output of work. Taylor measured the time taken to complete certain task and made it the standard time for every worker. All unnecessary movementsRead MoreHotel Continental Case Study2318 Words   |  10 PagesCase Study: Hotel Continental Prepared by: William Andrew G. Bulaqueà ±a Ricci A. Tilos Nympha Marie R. Rubin Sheila Mae N. Chua Tristram A. Gamo John Paul T. Antiquiera Safie Jane M. Ayco MGT 12-G Prepared for: Asst. Prof. Dina Wong – Remoto HOTEL CONTINENTAL In July 1989, Mr. Oscar Mendoza, owner of Triumph Tours read in the newspapers an advertisement for the leasing of Hotel Continental’s facilities. During the last six months, Oscar Mendoza has been seriously thinking aboutRead MoreOnline User Generated Content ( Ugc ) Essay2241 Words   |  9 PagesConsequences of Negative Comments Recent studies analysing the effects of negative comment suggest that they influence both customer’s decisions and hotel’s sales (Blal Sturman, 2014; Shivagangadhar et al, 2015; Min et al, 2014; Oguta Cezara, 2012). Internet technology has become commonplace and most individuals use the internet to search for or provide information. This explains the popularity of travel review wesites such as TripAdvisor and Expedia. A 2013 study conducted by TripAdvisor and PhoCus