Case Ananlysis: The Kimpton Experience

1. If you are a guest in one of the properties of Kimpton Hotels and Restaurants, would the
abovementioned extras make a difference to your hotel stay? Support your answer.

Answer:

If I was a guest on the Kimpton hotels and restaurants I would like to see their approach to the guest
that would like to stay on their hotels and restaurants and they need to show me that they have a best
accommodation to fulfill my expectation to their hotels and restaurants and I would like to see on how
they handle me and to communicate to other guests and I want to experience their food on the menus
that they have to give me a best quality experience are they have provide to me of my stay on their
hotels and restaurants and they have a best communication staff to provide a quality service to the
guest and Kimpton hotels and restaurants have perform performance evaluations, handle discipline and
terminations and Facilitate training and development of all trainees to hotel standards to fulfill the
expectation of the guest and the kimpton hotels and restaurants have a lot of equipment that the guest
wants like wife and telephone. Kimpton hotels and restaurants develop a comprehensive marketing
program, to show customer the impact of environmental issues on quality of life, promote the value of
being eco-friendly and stimulate the trend of using green product. We can raise the awareness of people
about the changing environment, the global warming and other consequences. The increases of new
trend of customer who have environmental concern and high demand for environmental friendly
service have opened a new market segment for hotel industry.

2. If you are an owner of a restaurant/bar, how can you improve the meal experience of your
guests? What strategies can you apply? What extras will you offer? Why?

Answer:

If I was an owner of the restaurant and bar, I would like to have a unique menu of food and beverages
that I can serve to them and to attract the guest to came back again to my restaurant and bar for giving
them the meal that more than there expecting to the menu that I bought on them to fulfil my guest
expectation and best quality service experience on my restaurant and bar. All my employees receive
proper training on the importance of customer care and staff members should be trained to pay
attention to little things like looking customers in the eye, to avoid referring to guests as “you guys,” and
smiling and greeting guests as they arrive and my restaurant/bar was always maintaining the cleanliness
of the place to show that we have providing a quality service and my restaurant/bar was offering a room
for sport and business meeting to those group of my guest was interested in sport and talking for
meeting to have privacy for them. I will offer to them that my specialty dish and beverages of my
restaurant to attract them to come back again on my restaurant and bar and me and my employee we
will providing a quality service to the guest to fulfill their expectation and experience to give a good
feedback to our restaurant and bar.