The Savoy Hotel- Marketing and Operations Report Essay

The Savoy Hotel- Marketing and Operations Report - Essay Example Introduction The Savoy Hotel has earned its reputation as a British icon since 1889. It has been known to be the first hotel to have electricity and sophisticated bathroom facilities. Its rooms bespeak of luxury, style and sophistication with views of London and the River Thames. In 2007, it temporarily closed down for major renovations and has now recently re-opened in November, 2010 under the management of Fairmont Hotels and Resorts. To recover from the expenses of the ?100 million restoration, the Savoy needs to increase its efforts to market and sell its services. This paper will report on a comprehensive contextual research of the Savoy Hotel business situation and its re-opening. Macro and Micro Environmental Factors This portion will discuss macro and micro environmental factors that may affect marketing and service delivery of the Savoy Hotel. A. The Internal Environment 1. Staff: Staff needed to believe in the philosophy the Savoy Hotel stands for, that â€Å"genuine hospi tality is achieved when engaging service and attention to detail elevate each stay into cherished memory† (http://www.fairmont.com/EN_FA/AboutFairmont/OurPhilosophy/, 2011, para.1) Thus, the staff themselves need to be committed to ultimate customer satisfaction with the way they work, thinking of the guests’ comfort and convenience while allowing them the privacy they need and deserve. Brown et al. (2005) recommend that staff be aptly educated in customer relations to achieve the satisfaction of the hotel guests and to enable them to build up the hotel’s good reputation through word of mouth. For many activities, such as product development (Hansen, 1999) and diffusing best practices across the organization (Darr, Argote, & Epple, 1995), expertise must be transferred and shared among units. Indeed, companies that are more effective at knowledge transfer have been shown to have a greater likelihood of organizational survival and higher levels of productivity (Dar t et al., 1995; Dyer & Nobeoka, 2000; Galbraith, 1990). It just proves how knowledge is a critical organizational asset. In the case of the Savoy Hotel, staff should be well-equipped with the knowledge and values of most aspects of the organisation, most especially in their own jobs. Having knowledgeable, courteous and happy staff brings about happy and satisfied guests who will keep coming back for more. These guests know that they are in good hands and with efficient staff who are able to provide them with their needs, it is likely that their satisfaction will bring in more business for the hotel. To take the advise of Nilsson, the person responsible for the resurrection of Scandic Hotels, decision-making power should be shared with sales and service-front-line workers â€Å"right at the customer level† (Goodman, 2000). Nilsson recommends a decentralized management system to focus on total customer satisfaction. So if a customer requests for something, the staff is able to decide on its provision without having to refer the customer to a higher authority. Of course there is a ceiling limit to this kind of decision-making and it has to be known by all staff. Since Savoy is part of a chain of the Fairmont hotels, it should also be given enough authority to come up with local decisions that concern their own

FACILITIES, STADIA AND THE ENVIRONMENT Essay Example | Topics and Well Written Essays - 2000 words

FACILITIES, STADIA AND THE ENVIRONMENT - Essay Example Some of these international sports events uphold the principles of promoting goodwill and friendship while the Olympic Games promotes mutual interdependence and economic cooperation, as what is shown in the logo. There are lots of Olympic sports events that were inherited from the Ancient Greek Olympic. Some of these were the Javelin throw, which was originally women's game; walkathon, originated by the Greeks and Romans; and, wrestling. The Athens Olympic Stadium stands as monument of the Ancient Greek sports in the modern world. The magnificence of Athens Olympic Stadium reminds the world that at one time, the Greek nation who owns this stadium were the ones dominant in sports, and their keen interest in reviving the glory of sports as evidence by the huge budget they spent merely for the renovations of the stadium. The stadium is indeed, believed to be "the biggest and most beautiful in the world."(Rizzo, internet source) It was the Greek who introduced Olympic Games in the world which paved the way for the modern Olympic Sports events. Originally, the Olympic Games dated from the Mycenaean times and were "held in honor of Zeus."(Athens 2004) In Greek and Roman times, "the track provided for foot races."(Universal World Reference Ency. p.4661) The stadium eventually came to be oval shaped and were sometimes built against a hill in order to enable spectators to view the races from elevated seats out into the hill.(ibid) The games were originally designated "exclusively for young Greek males confronting each other for the glory and wreath of olive leafs,"(Athens 2004) because Olympia was dedicated to Zeus and was therefore sacred area for men. The venue of most sports events were at the temple of Zeus in the fields of Olympia. Thus, the early games were held in the "character of festival of sports."(History of Olympic Games) The Olympic Games were highly regarded as festival that they would even stop wars to give way for the start of festival every full moon of August. During the games, athletes usually competed naked. They originally wore shorts but "competitors deliberately lost his short so that he could run more freely during the race in 720 .C., and clothing was then abolished"(History of Olympic Games) But the Olympic Games turned to be potentially corrupt, and finally "declared the games corrupt in 393 AD. (History of Olympic Games) Emperor Theodosius II destroyed Olympia's temple that ended the games that had been going on for centuries. However in 1870, a German excavation "unearthed the beauty and magnificent statues of the classical Greek games."(History) This archeological discovery at the sacred ground of Olympia prepared the way for the revival of the Olympic Games. Through the initiation of a Frenchman by the name of Pierre de Coubertin, the Olympic Games were re-instituted and the modern Olympics were born. With the first Olympiad "celebrated two years later in Athens where an estimated 245 male athletes from 14 nations competed in the ancient Panathenaican Stadium before a large and ardent crowd."(History) Although, the American got 9 of the 12 track and field events, Greece won the most number of medals with highlights of the victory by native peasants Spiros Louis in the first marathon race. The Olympic Stadium was later named after him. Inspired by this performance and by the revival and the return of the Olympic Ga