CASE STUDY 02

AL-MUNIR HOTEL AND SPA GROUP

Made by Daniela Piña, Enrique Reynoso, Cecilia

Guerrero and David Emmanuel Ramírez
 About changes, we wanna:
Build better relationships with frequent visitors.
Elevate the turnover of the group
Elevate the group´s room occupancy
Get better the satisfaction with the hotel
Elevate the rate of hosts
Increase the customer loyalty to the hotel group
Increase the reviews to have four stars again.
 About the results of customer
satisfaction survey, we´d like to:
To have more experience on the hotels.
Customers would life to feel special and valued.
Customers want to pay more pay more attention to the aspect to be treated as
individuals.
Customers are looking for a more personalized service, for example, to have the facility
in the rooms to make coffee, to order what you want even if you speak another
language, facilities for children like children areas.
The staff need to respond more quickly and positive and to requests and
communicate them.
To open the facilities for a longer time.
The hotels need to have more information about guests; more accurate information,
and if the information is new, you have to use forms.
To give them a personalized service.
To make them feel special.
Staff need to be seen motivated and like if they really enjoy the job.
MEETING
AGENDA
 Providing a personalised
HOW CAN THE service
AL-MUNIR GROUP
The staff needs to be friendly
MAKE GUESTS
Giving more attention to
FEEL “SPECIAL the needs of the guests
AND HIGHLY (train staff to provide
information)
VALUED?
Creating an environment in
which they feel at home.
WHAT CAN THE GROUP DO TO A)REWARD
LOYAL CUSTOMERS, AND B)PERSUADE
GUESTS WHO HAVE STAYED ONCE TO
RETURN?
Providing a more personalised service, we also should offer them
some deals, exclusive promos and unique services like 10 to 15 %
discount on reservations being 15% in junior suits if they already
stayed minimo once.
Providing an excellent service, we also should give some promos
and offer a service to care guests’ children like chauffeur service
and tour included in your reservation.
 What can be done to make staff
motivated and customer-oriented in
their approach to their work?
Services can be provided that help the staff to carry out
their tasks, and these same services will be some of those
that clients will also be able to enjoy, in this way clients
would see how these services work and thus would be
more convinced of their effectiveness and at the same
time of the quality of attention from the staff.
 What questions should the management
be asking in order to gather information
for an accurate, up to date profile of each
guest?
How did the guest find out about the hotel?
From where do you visit us?
Are you accompanied? Who accompanies you?
Could you provide me with your email?
How many days will you stay with us?
Have you previously stayed at the hotel? How often?
Do you have any recommendations for hotel service? Which?
How was your stay at the hotel?
 How can the group maintain its
relationship with guests once they
have left its hotels?
At the end of the stay, the hotel can provide
information about possible discounts or
events to be held, this can be through
several digital ways of offering advertising.
 What other actions can the group do
to improve customer loyalty and
increase satisfaction?
Considering the 3 worst rated categories where staff related the hotel will be
focusing the strategies around improving the whole staff team.

Teaching them how to treat customers in a polite and friendly manner

Showing the whole staff the basic information customers need, so all of
them can help any customer with their doubts.
To reach this goal, the hotel will treat the staff as we need them to treat
the customers. Giving bonus salary to the good scored members
according to the opinions of the clients.