M !

eswanl
Ind|v|dua| Ass|gnment 1he k|tz
1

1 ,st pep|e see a k|tzCar|tn hte| as a swanky bu||d|ng n a pr|me s|te such as
Lndn's |ccad|||y but |s the structure the essence the hte| cha|n's success?

- Lhe sLrucLure lLself ls nL Lhe essence f Lhe 8lLzCarlLn hLel chaln's success 1he hLel
ls mre Lhan [usL a bulldlng ls Lhe brand lmage f sLyle shlsLlcaLln and wealLh alng
wlLh and mre lmrLanLly lL's cmmlLmenL L cusLmer servlce 1he 8lLz's cusLmer fcus
and lndeed cusLmer bsessln frms arL f lLs Cred 1he erceLln LhaL Lhe cusLmer
ls always klng and Lhe reallLy f Lhe 8lLz' L servlce quallLy as well as lLs mLlvaLed sLaff
make u Lhe essence f Lhe hLel chaln's success

2 Jhat accunts r the k|tzCar|tn's cnt|nued success?

1he 8lLz' cmany culLure fcuses n Lhe genulne care and cmfrL f guesLs as Lhe hlghesL
mlssln and fulflls Lhe cusLmers' every wlsh wlLhuL negLlaLln 1he 8lLz des Lhls by
Laklng greaL care L selecL ersnnel wh are glven lnLenslve Lralnlng ln Lhe cmany's
cred 1hey are Lralned L dr whaLever Lhey are dlng ln rder L address a cusLmer
grlevance 1he Lralnlng lnsLlls a sense f rlde and Lhe emlyees are mLlvaLed by seclal
evenLs awards celebraLlng emlyee annlversarles and seclal Lhemes ln Lhe emlyee
dlnlng rms 1hls kees emlyees hay as well and shws Lhey undersLand LhaL L be
successful Lhey need L fcus n bLh emlyees and cusLmers 1hls shws clear lnLernal
markeLlng sLraLegles WhaL accunLs fr Lhe 8lLz' cnLlnued success ls LhaL Lhe hLel chaln
clearly recgnlzes Lhe servlcerflL chaln 1helr level f cmmlLmenL and Lhrugh Lralnlng
rcedures als shws L managemenL cmmlLmenL hlgh quallLy sLandards and Lhrugh
sysLems ln lace L address cusLmer grlevances

3 ven the k|tz des nt charge 2000 t stay s hw can the cmpany [ust|y a||w|ng
emp|yees t spend 'up t 2000' t redress a guest gr|evance?

1he [usLlflcaLln fr allwlng emlyees L send u L t2000 n a guesL grlevance ls LhaL
Lhls mney ls an lnvesLmenL raLher Lhan an exense 1he ldea ls LhaL n cusLmer shuld be
lsL and emlyees are Lralned L d everyLhlng Lhey can L never lse a guesL lncludlng
sendlng mney L saLlsfy Lhelr needs 1he fcus here ls L g all uL ln rder L saLlsfy and
msL lmrLanLly reLaln Lhe cusLmer 1hls lnvesLmenL wlll ay lLself back Lhrugh furLher
vlslLs and revenues galned Lhrugh a hay and lyal cusLmer lL als hels slldlfy Lhe
hLel chaln's brand lmage as LreaLlng Lhe guesLs llke klngs Pay and saLlsfled cusLmers
wlll Lhen rmLe Lhe hLel chaln by wrd f muLh and glwlng recmmendaLlns
1herefre sendlng u L t2000 n a guesL grlevance ls enLlrely [usLlfled as lL ls an
lnvesLmenL LhaL wlll reay lLself ver Llme

4 Jhat are the key determ|nants the serv|ce qua||ty perce|ved by the k|tzCar|tn's
custmers?

1he key deLermlnanLs f quallLy ercelved by Lhe 8lLzCarlLn's cusLmers are Lhe
emlyees' cmmlLmenL L cusLmer saLlsfacLln as well as Lhe ersnal and hlgh quallLy
servlce 1hey ercelve Lhe sLaff dlng everyLhlng Lhey can and glng uL f Lhelr way L hel
M !eswanl
Ind|v|dua| Ass|gnment 1he k|tz
2

a cusLmer as quallLy 1he sLaff drlng whaLever Lhey are dlng L hel a cusLmer whlch
Lhey are Lralned L d ls ercelved as a deLermlnanL f quallLy 1he ersnal hlgh quallLy
servlce ls rvlded by Lhe sLaff ln addresslng grlevances ls nL Lhe nly cnLrlbuLr L Lhe
verall servlce quallLy ercelved by guesLs 1hls als lncludes Lhe hlgh quallLy caLerlng
servlces fr cnvenLlneers as well as Lhe hLel's amblence and beauLy All f Lhls uL
LgeLher frms an lmage f quallLy LhaL Lhe cusLmer ercelves lndeed Lhe hLel chaln
recgnlzes LhaL Lhls ls Lhe cusLmer's deflnlLln f quallLy and uses lL L Lraln Lhelr sLaff L
meeL Lhe cusLmer's execLaLlns and even exceed Lhem 1he facL LhaL Lhe 8lLz' sLaff nL
nly meeLs Lhe execLaLlns buL exceeds Lhem leads L hay saLlsfled cusLmers wh feel
llke Lhey have been LreaLed llke klngs

S 1 serve |ts g|behpp|ng custmers the hte| cha|n has t prv|de the same |eve|
serv|ce 'rm Lndn t 8stn rm 8a|| t 8ahra|n' Jhat are the barr|ers t er|ng
serv|ces that are 'the same' r ' 'the same qua||ty' w|th|n s many cu|tures? nw can
such un|rm serv|ce qua||ty be ach|eved?

1here are several barrlers LhaL Lhe 8lLzCarlLn hLel chaln faces ln Lhelr quesL L rvlde Lhe
same erceLln f quallLy ln all f lLs hLels arund Lhe wrld 1he blggesL barrler wuld be
culLure ulfferenL hLel's ln dlfferenL cunLrles mean LhaL Lhe sLaff ls made u f many
dlfferenL culLures 1hese culLures have dlfferenL LradlLlns whlch may acL as a barrler lr
examle Lhe ldea f cusLmer as klng and glng uL f ne's way L make sure a cusLmer ls
hay wlLh a smlle may be dlfflculL L gras fr lndlvlduallsLlc raLher Lhan cllecLlvlsL
culLures CllecLlvlsL culLures redmlnanLly fund ln Lhe easL already have a fcus n Lhe
cmmunlLy as arL f Lhelr culLural ubrlnglng 1herefre Lhey are llkely L flL ln very well
wlLh Lhe 8lLz's cmany culLure f cusLmer rlenLaLln lndlvlduallsLlc culLures hwever
mlghL flnd lL mre dlfflculL L lace Lhe cusLmer flrsL ln all Lhlngs and L d s wlLh a smlle
1he fcus ln Lhe wesL ls mre n Lhe lndlvldual Lhe self raLher Lhan Lhe whle and Lhers

ln rder L break Lhrugh Lhese culLural barrlers and achleve and unlfrm level f servlce ln
all f lLs hLels Lhe 8lLz can and des use rlgrus selecLln and Lralnlng rcedures 1he
hLel chaln Lakes care ln selecLlng lLs sLaff and nly hlres 'ele wh care abuL ele'
SLaff wh are selecLed are all glven lnLenslve Lralnlng ln 'Lhe arL f cddllng cusLmers' -ew
hlres are LaughL Lhe cmany culLure and are rvlded wlLh 8lLzCarlLn 8aslcs such as 8aslc
number 8 whlch ls any sLaff wh learns f a cmlalnL wns lL unLll lL ls reslved urlng
whaLever Lhey are dlng L saLlsfy a cusLmer and glng uL f Lhelr way fr Lhers ls all
arL f Lhe Lralnlng rgramme 1hls cmany culLure ls Lhen slldlfled Lhrugh lnLernal
markeLlng and mLlvaLrs such as awards and emlyee evenLs 1he resulL ls LhaL Lhe sLaff
are all well Lralned hay and hlghly mLlvaLed ln all f Lhe 8lLz's hLels arund Lhe wrld
1hls kees every cusLmer hay and fulflls Lhelr erceLln f servlce quallLy ln Lhe same
way

8|b||graphy
kLler Wng v Saunders ! ArmsLrng C 2003 ltloclples of Motketloq
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LducaLln LlmlLed Lssex Lngland