I’m working on a management question and need support to help me understand better.Questions:
1. Write a summary from the case study of Radisson hotel group through searching additional information (Background ).
2. Apply the theory of flower of services on Radisson hotel group.
3. Identify from the case the importance of quality of service (Ranking or rating and decribe through u feedback of customers from various platforms)
4. Explain the importance of customer service management in hotels (CRM), with examples and refer to online travel agency (OTA- Booking .com ).
5. The importance of technology in services as in the Radisson blu hotel? Explain in details.
Case study:
Radisson Hotel experience with SmarterSurfaces’ Magnetic Whiteboard Wall Covering, Magnetic Whiteboard and Clear Whiteboard Paint /PT 6/17 SmarterSurfaces remakes the world of the Hotel Workplace, Worldwide Radisson’s Blu Royal Hotel, located near the fashionable south city centre Grafton St. area of Dublin, is a busy Four-Star, 150-room facility used extensively by businesses and organizations for meetings, launches, and conferences, and as a base for visitors to Ireland’s thriving, buzzing capital.
With 15 meeting rooms, an exclusive seventh floor Sky Suite for larger gatherings, a ground floor ballroom-cum-theatre space with accommodation for 430 people, and a basement canteen for staff, the need for all personnel to know what’s going on in the whole business, and where and when is paramount. All Info on One Wall Management here have found that SmarterSurfaces’ Magnetic and Dry Erase White Wallboard Covering, Magnetic Whiteboard and Clear Whiteboard Paint have made a “very creative” difference to filling what had been “a huge gap in communication to our staff,” as Sales and Marketing Executive Hannah puts it.
“Previously, we had three small whiteboards. We chose to dedicate a whole wall in our Events and Reservations Office, installing a complete SmarterSurfaces’ Magnetic Whiteboard Wallcovering …the biggest benefit [of this] is that we can put up all of our information on one wall, instead of it being spread out all over the office.” The hotel’s Marketing and Events Co-ordinator, Angela, describes how this works in practice, in particular how combining the Magnetic and Dry Erase Wallcovering with Magnetic Whiteboard with Clear Whiteboard Paint on top operates in practice : “We can put up all of our flow charts and posters [on the wall] and the fact that we can easily wipe off any information we have on it and put up new information is very convenient.” Angela adds that the products are allow for much better communication levels among the staff, who all share a basement canteen: “[There] we have installed Magnetic Whiteboard Wallcovering and have used it to communicate all our PR and Media coverage so far throughout [any one] month.
We’ve also used it as a dashboard to communicate our plans going forward. It’s a great tool for our staff to communicate with each other, and for our HR Department to communicate announcements, birthdays and other special events [occurring] throughout the hotel.” Staff Morale The positive effect this has on staff morale, something which can be difficult to achieve and maintain in the hotel business, is not the least of the advantages of SmarterSurfaces’ products, as Radisson Blue Royal Dublin Hotel’s HR manager, Joanne Martin stresses: “It’s helping to motivate our team, they really want to achieve their goals, and they enjoy updating it [the walls] on a daily basis…so the more revenue they achieve they update on a daily basis.” Joanne highlights another, less formal advantage: “we leave all the magnetic letters etc…in the canteen overnight so anyone can put anything up on the wall…it’s made it a very different and creative space.” These positive differences to the hospitality sector workplace have been appreciated across the world, with SmarterSurfaces’ clients including such internationally-renowned hotels as The Beacon Hotel, several hotels in the Hilton group, the Holiday Inn (e.g. the Holiday Inn, Munich City Centre) the Hotel Federico, Italy, the Radisson Blu, the Swissotel, Berlin, the Trivago group and Wynns’ Hotel, Macau, all among a list which is growing, globally and daily. Source: https://smartersurfaces.com/blog/radisson-hotel-customer-case-study/Instructions: You need to answer the following questions with the reference to the case study above:
Word count: 1700 words – each answer should be at least 500 words References: minimum of 7 – Use relevant OTA’S as a reference to your answers as Booking.com(Answer in a separate sheet – Typed, Font 12, Times New Roman)
Requirements: 500 words each question. | .doc file
