• Adequate space – One of the most foremost requirement for organizing such type of big event is to have adequate space. Marks and Spencer is a very big team of people. There should be enough space for the people where they can sit with comfort and luxury. The entire space is to be utilized in optimum manner. • Food and accommodation – These two things definitely marks an impression on the minds of the visitors. Bad food and lack of comfort in accommodation can hamper the reputation of the hotel. Any kind of inconvenience caused to the customers may lead to losses. Hence a high quality food and comfortable accommodation is the primary requirement. • Appropriate resources - In order to organize an business event, it is important that the host must have all the required resources. These resources include good location, funds, manpower, infrastructure, technology etc. Event is not a one sided process, it requires the support of all the other aspects. All the resources must be used in integration with each other. There should be use of highly skilled and efficient workforce which can contribute their maximum in the functioning. The location must be eco-friendly and should be far away from disturbances. The event is to be completed within the set financial budget and high class infrastructure is to be maintained. In the present environment, business conferences are incomplete with the use of technology, hence technological arrangements are to be made with effectiveness. • Poor management – Hilton hotel can also face the issue of poor management. Organizing a conference or event is a team effort. A good management is needed at all the operational levels. The management functions such as planning, directing, controlling, staffing etc are to be performed with focus. Poor management can leave a bad impression on the minds of the clients. They may not like to avail the services of the hotel again in the future. Hence these things are to be taken into consideration greatly. • Customized package – The clients always expect that they get the Conferencing and Banqueting services at a good package. Customized services is a great strategic option which can be used by the hotel. However it can be difficult to implement as it requires research and development work. Designing the services as their needs is a complex process. Company must focus on offering the best deal to their cleints.
• If, organizational performances shows high profitability and sales which reflect that company is generating hig h profitability for its qualitative goods and services. But, as per the given business scenario The Rose and Cro wn is facing problem of low sales and profit which shows that company is not offering qualitative services to it s customers. • Ratio of the customer’s complains is associated with the inverse relation with quality of services. High complai ns leads poor quality and vice versa. As per the given information, customer complain for services of Rose and Crown hotel is very high. It is showing that quality standard of the organization is very low. • Customers are complaining each and every service of organization which has reflected services of the hotel ar e not appropriate for satisfying needs and requirements of customers. • Six sigma analysis is one of the best method for determining wastage in different business processes. So, usin g this method company can measure the quality management of organization. • Comparison between actual performances of the company with the industry standards is also an important me thod for measuring the quality standards of the organization. • The rose and Crown hotel can decide benchmark for quality which will also help in measuring quality of hospit ality services of the company.
Example of questions of user’s survey: 1. Are you satisfied with the service of Rose and crown hotel? 2. Have you faced any problem at the time of using services of rose and Crown hotel? 3. As per your experience, is there any requirement for improving service quality of the organization? 4. Which is the poorest service of rose and Crown hotel?
Example of questions of nonuser survey: 1. Have you ever use services of Rose and Crown hotel? 2. What is the major preference at the time of selecting hospitality organization? 3. Do you have any changes and improvement in existing services of Rose and Crown hotel?
• Adequate space – One of the most foremost requirement for organizing such type of big event is to have adequate space. Marks and Spencer is a very big team of people. There should be enough space for the people where they can sit with comfort and luxury. The entire space is to be utilized in optimum manner. • Food and accommodation – These two things definitely marks an impression on the minds of the visitors. Bad food and lack of comfort in accommodation can hamper the reputation of the hotel. Any kind of inconvenience caused to the customers may lead to losses. Hence a high quality food and comfortable accommodation is the primary requirement. • Appropriate resources - In order to organize an business event, it is important that the host must have all the required resources. These resources include good location, funds, manpower, infrastructure, technology etc. Event is not a one sided process, it requires the support of all the other aspects. All the resources must be used in integration with each other. There should be use of highly skilled and efficient workforce which can contribute their maximum in the functioning. The location must be eco-friendly and should be far away from disturbances. The event is to be completed within the set financial budget and high class infrastructure is to be maintained. In the present environment, business conferences are incomplete with the use of technology, hence technological arrangements are to be made with effectiveness. • Poor management – Hilton hotel can also face the issue of poor management. Organizing a conference or event is a team effort. A good management is needed at all the operational levels. The management functions such as planning, directing, controlling, staffing etc are to be performed with focus. Poor management can leave a bad impression on the minds of the clients. They may not like to avail the services of the hotel again in the future. Hence these things are to be taken into consideration greatly. • Customized package – The clients always expect that they get the Conferencing and Banqueting services at a good package. Customized services is a great strategic option which can be used by the hotel. However it can be difficult to implement as it requires research and development work. Designing the services as their needs is a complex process. Company must focus on offering the best deal to their cleints.
There are different ways by which customers can make complain for the services of organization. It is one of the best process by which company can determine the scope of improvement in the existing services of the organiz ation. In addition, company can also identify those areas where organization is providing appropriate services to its customer. •Focus group is qualitative research tool in which group of people asked about their perception. Beliefs, satisfacti on, opinion, attitudes and services of company. Therefore, customers of the company is one of the most appropri ate focus group for determining the needs and requirements of organization in terms of improving quality schem e. •Open meeting with employees can help organization in determining the needs and requirements of customers f or increasing their job satisfaction level. It is also one of the appropriate method for improving communication b etween internal levels of organization. •Questionnaire is also an appropriate consultation method because it includes open and closed ended questions related to the services of organization which help in determining actial information about the services. Customer survey is one of the appropriate tool for determining customers’ needs of company towards quality. •Suggestions of customers and employees also helps in making necessary improvement in existing quality syste m of an organization.
• Complaints procedures is beneficial because it takes very less time in determining the customer’s needs and r equirements. Along with this, it helps in making improvement in different services of the company. Further, it i s associated with very low cost and analysis of the customer’s complaints is also very easy. • Customer complaints can improve service because it helps in identifying weakness of the services and poor q uality areas of the company. Therefore, it helps in improving the quality of the services of the organization.
• Adequate space – One of the most foremost requirement for organizing such type of big event is to have adequate space. Marks and Spencer is a very big team of people. There should be enough space for the people where they can sit with comfort and luxury. The entire space is to be utilized in optimum manner. • Food and accommodation – These two things definitely marks an impression on the minds of the visitors. Bad food and lack of comfort in accommodation can hamper the reputation of the hotel. Any kind of inconvenience caused to the customers may lead to losses. Hence a high quality food and comfortable accommodation is the primary requirement. • Appropriate resources - In order to organize an business event, it is important that the host must have all the required resources. These resources include good location, funds, manpower, infrastructure, technology etc. Event is not a one sided process, it requires the support of all the other aspects. All the resources must be used in integration with each other. There should be use of highly skilled and efficient workforce which can contribute their maximum in the functioning. The location must be eco-friendly and should be far away from disturbances. The event is to be completed within the set financial budget and high class infrastructure is to be maintained. In the present environment, business conferences are incomplete with the use of technology, hence technological arrangements are to be made with effectiveness. • Poor management – Hilton hotel can also face the issue of poor management. Organizing a conference or event is a team effort. A good management is needed at all the operational levels. The management functions such as planning, directing, controlling, staffing etc are to be performed with focus. Poor management can leave a bad impression on the minds of the clients. They may not like to avail the services of the hotel again in the future. Hence these things are to be taken into consideration greatly. • Customized package – The clients always expect that they get the Conferencing and Banqueting services at a good package. Customized services is a great strategic option which can be used by the hotel. However it can be difficult to implement as it requires research and development work. Designing the services as their needs is a complex process. Company must focus on offering the best deal to their cleints.
• Adequate space – One of the most foremost requirement for organizing such type of big event is to have adequate space. Marks and Spencer is a very big team of people. There should be enough space for the people where they can sit with comfort and luxury. The entire space is to be utilized in optimum manner. • Food and accommodation – These two things definitely marks an impression on the minds of the visitors. Bad food and lack of comfort in accommodation can hamper the reputation of the hotel. Any kind of inconvenience caused to the customers may lead to losses. Hence a high quality food and comfortable accommodation is the primary requirement. • Appropriate resources - In order to organize an business event, it is important that the host must have all the required resources. These resources include good location, funds, manpower, infrastructure, technology etc. Event is not a one sided process, it requires the support of all the other aspects. All the resources must be used in integration with each other. There should be use of highly skilled and efficient workforce which can contribute their maximum in the functioning. The location must be eco-friendly and should be far away from disturbances. The event is to be completed within the set financial budget and high class infrastructure is to be maintained. In the present environment, business conferences are incomplete with the use of technology, hence technological arrangements are to be made with effectiveness. • Poor management – Hilton hotel can also face the issue of poor management. Organizing a conference or event is a team effort. A good management is needed at all the operational levels. The management functions such as planning, directing, controlling, staffing etc are to be performed with focus. Poor management can leave a bad impression on the minds of the clients. They may not like to avail the services of the hotel again in the future. Hence these things are to be taken into consideration greatly. • Customized package – The clients always expect that they get the Conferencing and Banqueting services at a good package. Customized services is a great strategic option which can be used by the hotel. However it can be difficult to implement as it requires research and development work. Designing the services as their needs is a complex process. Company must focus on offering the best deal to their cleints.